Tervanq™ is owned and operated by Hangzhou Mufen Daily Necessities Co., Ltd. | Legal Representative: Pan Jingmin | Email: service@tervanq.com | Phone: +86 18337328580
Business Address: Room 204588, 20th Floor, Yandafang Wenyuan Building, No. 426 Binwen Road, Changhe Subdistrict, Binjiang District, Hangzhou City, Zhejiang Province
Frequently Asked Questions
Who operates Tervanq™?
Tervanq™ is owned and operated by Hangzhou Mufen Daily Necessities Co., Ltd.
The company's legal representative is Pan Jingmin.
How can I contact customer service?
Email: service@tervanq.com
Phone: +86 18337328580
Customer service requests are normally reviewed and responded to within 3 business days.
What information should I provide when asking for assistance?
For an existing order, please provide the relevant order number.
For a product concern, identify the product and describe the issue clearly.
Photographs or video may be requested where the physical condition of an item needs to be reviewed.
How long does transportation normally take?
Estimated transportation time is generally 3–7 business days after dispatch.
The estimate begins after the order has been dispatched.
Is preparation included in the transportation estimate?
No.
Preparation occurs before dispatch. The 3–7 business day estimate refers to transportation after dispatch.
What may affect transportation?
Transportation may be affected by destination, carrier capacity, public holidays, severe weather, customs procedures where applicable, regional disruption, incomplete recipient information, or other circumstances outside reasonable operational control.
When will tracking information become available?
Where tracking is available for the applicable delivery service, tracking information should become available after dispatch.
Carrier systems may require additional time before showing the first event.
What should I do if tracking stops updating?
Contact:
service@tervanq.com
+86 18337328580
Please provide your order number and available tracking information.
What if tracking shows delivery but the parcel cannot be found?
First check the delivery area, household members, mailbox or parcel area, reception desk, building management, parcel locker, carrier notices, and other reasonable secure locations.
If the parcel remains unavailable, contact customer support.
A carrier delivery event may be considered as part of the review but will not automatically prevent a legitimate delivery inquiry.
What is the return period?
Eligible products may be returned within 30 calendar days after delivery.
How do I request a return?
Contact:
Email: service@tervanq.com
Phone: +86 18337328580
Provide the order number, product involved, reason for the request, and relevant supporting information.
Can I send a return directly to the public company address?
No item should automatically be sent to the public business address.
That address identifies Hangzhou Mufen Daily Necessities Co., Ltd. as the legal operator of Tervanq™ but may not be the appropriate logistics facility for a specific return.
Return instructions will be provided after an eligible request is reviewed.
Who is responsible for return transportation costs?
For an eligible preference-based return involving a correctly supplied and non-defective product, return transportation costs may be the customer's responsibility.
If a product arrives damaged, defective, incorrect, or materially inconsistent with its description, customers will not be required to bear additional return transportation costs solely to correct that issue.
How long does an approved refund take?
Approved refunds are generally completed within 7–10 business days after the applicable review and approval process.
What if my product arrives damaged?
Contact service@tervanq.com or +86 18337328580 promptly.
Provide the relevant order information and a clear description of the condition.
What happens if I receive the wrong product?
Contact our customer support team.
Where an incorrect product has been supplied, the matter will be reviewed and an appropriate corrective solution provided.
Can an existing order be changed?
A change may be requested by contacting us as soon as possible.
Whether the request can be completed depends on the actual preparation and dispatch status.
Can products have minor appearance differences?
Yes.
Minor differences may arise from photography, lighting, display settings, packaging revisions, production batches, or measurement methods.
Material differences should be reported to customer support.
How quickly will customer service respond?
Customer support requests are normally reviewed and responded to within 3 business days.