FAQ

Frequently Asked Questions

Orders

How long does it take to process an order?

Orders are normally processed within 1–2 business days. Business days are Monday through Friday and exclude weekends and U.S. federal holidays.

You will receive a confirmation email after placing your order and another email containing tracking information after your order ships.

Can I cancel or change my order?

Please contact us as soon as possible at nature@tervaloliving.com. We will try to accommodate your request, but we cannot guarantee changes or cancellations once an order has entered processing or has shipped.

How can I track my order?

Once your order ships, we will send a shipping confirmation email containing your tracking number. Tracking information may take up to 48 hours to update after the carrier receives the package.

Shipping

Where do you ship?

We currently ship to the 48 contiguous United States and Washington, DC.

We do not currently ship to Alaska, Hawaii, Puerto Rico, other U.S. territories, APO/FPO/DPO addresses, or international destinations.

How much does shipping cost?

Standard shipping costs $5.00 for orders under $50.00.

Orders of $50.00 or more qualify for free standard shipping.

The applicable shipping charge will be displayed at checkout before payment.

How long does delivery take?

Standard delivery normally takes 5–8 business days after shipment.

Including order processing, the estimated total time from placing an order to delivery is approximately 6–10 business days. Delivery estimates may be affected by carrier delays, severe weather, holidays, address issues, or other circumstances outside our control.

Can an order arrive in multiple packages?

Yes. Products or components may occasionally be shipped separately. If your order is divided into multiple shipments, you may receive more than one tracking number.

Products and Assembly

Do the products arrive assembled?

No. Our furniture and storage products are generally shipped flat-packed and disassembled to help protect the components during transportation.

An assembly instruction manual is included, and customer assembly is required after delivery.

Are assembly tools included?

Included hardware and tool requirements vary by product. Please review the product description and assembly instructions before beginning assembly. Basic household tools may be required.

For products that require wall anchoring, customers must select appropriate anchoring hardware for their wall construction and follow the included safety instructions.

Where can I find product dimensions and materials?

Dimensions, planned materials, finishes, approximate product weight, and assembly details are listed on each product page. We recommend measuring your intended space before ordering.

Product colors and finishes may appear slightly different depending on lighting, photography, and screen settings.

Returns and Refunds

What is your return policy?

We accept eligible return requests made within 30 days after delivery.

A product may be returned as long as it has not been damaged through customer misuse, improper assembly, unauthorized modification, or avoidable handling. Opening the package or assembling the product does not automatically make it ineligible for return.

Please contact us before sending any product back so we can provide return authorization and instructions.

Do customers pay return shipping?

No. TERVALO HOME provides free return shipping for approved returns within the United States. We will provide a prepaid return shipping label, and we do not charge a restocking fee.

Please do not return a product without contacting us first.

What should I do if my product arrives damaged or defective?

Your order number
A description of the issue
Clear photographs of the product
Photographs of the packaging and shipping label
Photographs showing the damaged, defective, missing, or incorrect part

After reviewing the information, we will arrange an eligible replacement or refund at no additional cost. Customers are not responsible for return shipping or replacement shipping when an item arrives damaged, defective, incomplete, or incorrect.

When will I receive my refund?

After the returned product is received and inspected, we will notify you of the approval status. Approved refunds are issued to the original payment method.

The time required for the refund to appear in your account may vary depending on your bank or payment provider.