1. How do I place an order?

Placing an order on Tervivo is simple:
1. Browse our collection of handmade western leather bags and select your favorite item.
2. Choose your preferred style (if applicable) and click "Add to Cart".
3. Review your cart and click "Checkout".
4. Enter your shipping details, select your shipping method, and complete payment via PayPal.
5. You will receive a confirmation email with your order number once your purchase is successful.

2. Can I modify or cancel my order after placing it?

We process orders quickly to ensure fast shipping. You may modify or cancel your order within 24 hours of purchase by contacting our customer service team at QDyutuTrade@outlook.com. Once your order has been shipped, we cannot modify or cancel it.

3. How can I check my order status?

You can track your order status in real time:
- We will send a shipping confirmation email with a tracking number once your package is dispatched.
- You can also log in to your account (if created) on our website to view your order history and status.
- For any updates, contact us at QDyutuTrade@outlook.com.

4. What should I do if I receive a damaged or incorrect item?

We take full responsibility for your order. If you receive a damaged, defective, or incorrect item:
1. Contact us within 7 days of delivery at QDyutuTrade@outlook.com, with your order number and clear photos of the item and packaging.
2. We will arrange a free return, full refund, or replacement at our cost, per your preference.

5. What are your shipping options?

We offer standard international shipping for all orders worldwide. We partner with reliable logistics providers to ensure safe and timely delivery of your handmade leather bag.

6. How long does delivery take?

- Processing time: 1-3 business days (for quality inspection and packaging).
- Shipping time: 7-15 business days for most international destinations.
- Free shipping: Enjoy free standard shipping on all orders over $240 USD.
*Delivery times may vary slightly due to customs or local logistics delays.*

7. How can I track my package?

Once your order is shipped, we will send a confirmation email with a unique tracking number. You can use this number on the carrier's official website to track your package's journey in real time.

8. What happens if my order is delayed or lost?

If your order is delayed beyond the estimated delivery window, contact us at QDyutuTrade@outlook.com. We will investigate with the carrier immediately. In the rare case of a lost package, we will offer a full refund or free replacement.

9. How do I initiate a return?

We offer a 90-day free return policy for all unused, undamaged items in their original packaging:
1. Contact us at QDyutuTrade@outlook.com within 90 days of delivery to request a return authorization.
2. Ship the item back to our return address (provided in the authorization email).
3. Once we receive and inspect the item, we will process your full refund.
*Return shipping costs are the responsibility of the customer, except for defective/incorrect items.*

10. How long does it take to process a refund?

Once we receive your returned item and confirm it meets our return policy, we will process your refund within 3-5 business days. The refund will be issued to your original PayPal account, and may take an additional 3-10 business days to reflect in your account, depending on your bank's processing times.

11. What payment methods do you accept?

We only accept PayPal payments for all orders, ensuring secure, fast, and buyer-protected transactions for our global customers.

12. Do I need to create an account to place an order?

No, you can place an order as a guest without creating an account. However, creating an account allows you to track orders, save shipping details, and access your order history easily.

13. How can I contact customer service?

You can reach our customer service team via:
- Email: QDyutuTrade@outlook.com
- Phone/WhatsApp: +86 13148453674
- Address: Room 104, Building B8, No. 2 Baoan Road, Liuting Street, Chengyang District, Qingdao City, Shandong Province, China
We aim to respond to all inquiries within 24 business hours.

14. What are your customer service hours?

Our customer service team is available Monday to Friday, 9:00 AM - 6:00 PM (China Standard Time, GMT+8). We will respond to all emails and messages received outside of these hours on the next business day.

15. Are your bags made of genuine full-grain leather?

Yes, every bag in our Tervivo collection is handcrafted from 100% premium full-grain leather, with a vintage distressed finish that ages beautifully with use, developing a unique patina over time.

16. How do I care for my leather bag?

To keep your handmade leather bag in perfect condition:
- Avoid prolonged exposure to water, direct sunlight, and sharp objects.
- Clean with a soft, dry cloth regularly, and use a high-quality leather conditioner every 3-6 months to maintain suppleness and luster.
- Store in a cool, dry place, stuffed with paper to retain its shape when not in use.