FAQ

YOUR QUESTIONS, BEAUTIFULLY ANSWERED

Everything You Need to Know About Hair Care, Shopping & Orders

From finding the right curling tool to caring for your silk hair accessories and tracking your order, we're here to help make every shopping decision a little easier.

At 𝙏𝙚𝙧𝙫𝙤𝙣𝙙™, we've put together answers to the questions our customers may have about our products, ordering process, shipping, and after-sales support.

Can't find what you're looking for? Reach out to our customer support team at service@tervond.com.

01 | PRODUCT COLLECTIONS

Explore Our Hair Styling & Care Essentials

Q1. What types of products does Tervond™ offer?

𝙏𝙚𝙧𝙫𝙤𝙣𝙙™ focuses on everyday hairstyling tools and personal hair care accessories. Our products are organized into three main collections:

• Hair Styling Tools: Hair straighteners, curling irons, automatic curlers, and hair wavers.

• Hair Brushes & Combs: Round styling brushes, cushion paddle brushes, precision parting combs, and scalp massage tools.

• Silk Hair & Sleep Accessories: Silk sleep bonnets, extra-long hair bonnets, silk eye masks, and silk scrunchies.

Our goal is to offer practical options for different hairstyles, personal preferences, and everyday beauty routines.

Q2. How do I choose the right hairstyling tool?

Start by thinking about the look you want to create and how comfortable you are using heated styling tools.

If you love smooth, straight hairstyles, a flat iron may be a good option. For relaxed curls or flowing waves, consider curling irons with different barrel sizes. If you prefer a more defined wave pattern, a hair waver may be a better fit.

Automatic curling tools offer another way to create curls using a rotating mechanism.

Because features, temperature settings, and styling techniques vary by product, we recommend reviewing the individual product specifications and instructions before purchasing.

Q3. Why do some hairstyling tools have different temperature settings?

Different hair textures, thicknesses, and styling needs may call for different heat settings.

Styling tools with adjustable temperatures allow you to select a setting according to the product's instructions. However, higher heat doesn't necessarily mean better results.

We recommend starting with a lower setting appropriate for your hair and adjusting only when needed.

If your hair is fine, color-treated, bleached, chemically processed, or already damaged, take extra care when using heated styling tools.

Q4. What safety precautions should I follow when using flat irons and curling irons?

Always read and follow the safety instructions included with your styling tool.

For safer everyday use:

• Use the tool only under the conditions specified by the manufacturer, and make sure your hair is dry when required.

• Apply a suitable heat protectant before styling.

• Keep heated surfaces away from your scalp, face, ears, and fingers.

• Never leave a heated tool running unattended.

• Turn off the device after use and allow it to cool completely before storing it.

• Keep electrical styling tools away from bathtubs, showers, sinks, and other sources of water.

If you notice a damaged cord, unusual odor, excessive heat, or signs of malfunction, stop using the product immediately.

02 | BRUSHING & SCALP CARE

Better Brushing Starts With the Right Tools

Q5. What's the difference between a round brush and a cushion paddle brush?

A round brush is commonly used with a hair dryer to create shape, add movement to the ends, style bangs, and build a fuller-looking blowout.

A cushion paddle brush is generally better suited for everyday brushing, working through tangles, and preparing hair for styling.

Both brushes serve different purposes, so the best choice depends on your preferred routine and styling goals.

Q6. How can I reduce pulling and tugging when brushing my hair?

Start at the ends of your hair and gently work through tangles in smaller sections before moving toward the roots.

If your hair tangles easily, consider using a detangling product suitable for your hair type and avoid pulling forcefully through knots.

Wet hair can be more vulnerable to damage from excessive tension, so use a brush or comb intended for wet hair and handle it gently.

Q7. Can I use a scalp massage tool every day?

If your scalp is healthy and comfortable, you can incorporate gentle scalp massage into your daily routine based on your personal preference.

Use light pressure and avoid repeatedly rubbing the same area for extended periods.

If you have scalp irritation, open wounds, inflammation, an infection, or unusual sensitivity, discontinue use and consult a qualified healthcare professional.

Scalp massage tools are intended to provide a comfortable massage experience. They are not medical devices and should not be relied on to treat hair loss or scalp conditions.

03 | SILK CARE & NIGHTTIME ESSENTIALS

Little Luxuries for Your Evening Routine

Q8. What are the benefits of wearing a silk sleep bonnet?

The naturally smooth surface of silk can help reduce friction between your hair and rougher fabrics while you sleep.

A silk bonnet can also help keep long hair, curls, and other hairstyles more neatly contained overnight.

Individual results may vary depending on your hair type, sleeping position, bonnet size, and how you wear it.

Q9. What's the difference between a regular silk bonnet and an extra-long silk bonnet?

A regular sleep bonnet typically features a more compact shape that keeps hair gathered inside the cap.

An extra-long bonnet has an extended design that provides additional room for longer hair, braids, or other lengthy hairstyles.

We recommend choosing based on your hair length, volume, and preferred fit.

Q10. How should I wash my silk bonnet, eye mask, or scrunchie?

Always follow the care instructions provided on the product label or individual product page.

For washable silk items, a gentle cleaning method using cool water and a mild detergent formulated for silk is generally recommended.

Avoid harsh scrubbing, twisting, prolonged soaking, and bleach.

After washing, dry the item according to its care label, preferably away from prolonged exposure to strong direct sunlight.

Keep in mind that not all silk accessories have the same care requirements, particularly products containing elastic bands, padding, or other materials.

Q11. Are silk scrunchies suitable for everyday use?

Yes. Silk scrunchies can be a comfortable choice for everyday ponytails, low buns, and relaxed updos.

Compared with rougher materials, the smooth silk surface may help minimize friction between the hair and the accessory.

Choose a comfortable number of wraps based on your hair thickness, and avoid securing your hair too tightly.

04 | ORDERS & PAYMENT

Shopping Made Simple

Q12. How do I place an order on Tervond™?

Placing an order is straightforward:

1. Browse our collections and select your preferred hairstyling tool or hair care accessory.

2. Review the product description, available specifications, pricing, and usage information.

3. Choose any applicable product options and add the item to your cart.

4. Proceed to checkout and enter your shipping details.

5. Select one of the payment methods available at checkout.

6. Review your order information and complete your purchase.

After successfully placing an order, you'll typically receive an order confirmation at the email address provided during checkout.

Q13. What payment methods do you accept?

Available payment methods are displayed during checkout.

Options may vary depending on your location, payment service provider, and order details.

Please refer to the payment options shown on the checkout page for the most accurate information.

For additional details, visit our Payment & Security page.

Q14. Can I change or cancel my order after placing it?

If you need to update your shipping details, change an item, or request a cancellation, please contact our customer support team as soon as possible and include your order number.

We'll review your request based on the order's current processing status and our applicable cancellation rules.

Orders that have already entered the shipping process or been handed over to a carrier may no longer be eligible for changes or cancellation.

Please refer to our applicable order policies for further details.

Q15. What should I do if I haven't received my order confirmation email?

First, check your spam, junk, promotions, and other email folders.

If you still can't find your confirmation, verify that the email address entered during checkout was correct and confirm whether your payment was successfully processed.

You can also contact our customer support team with your available order details so we can help investigate.

05 | SHIPPING & DELIVERY

From Our Store to Your Door

Q16. Where does Tervond™ ship?

Available shipping destinations depend on the countries, regions, and postal codes supported during checkout.

Some products or delivery addresses may be subject to shipping restrictions.

You can confirm shipping availability by entering your delivery information at checkout.

Q17. How long does shipping usually take?

Your total delivery timeline includes both order processing time and transit time.

Actual delivery estimates may vary depending on the destination, product availability, shipping carrier, and holiday schedules.

Please visit our Shipping Policy for applicable processing timelines and estimated delivery windows.

Q18. How are shipping fees calculated?

Shipping charges are determined by the applicable shipping policy and the total displayed at checkout.

Fees may vary depending on the delivery address, order contents, selected shipping method, and any eligible shipping promotions.

Please review your final order total before submitting payment.

Q19. Can I track my order?

For orders that include tracking, shipping information is typically provided once the package has been dispatched and tracking details become available.

Please note that carriers may need additional time to complete the first scan and update the tracking status.

If your tracking information hasn't changed for an extended period, contact our customer support team for assistance.

Q20. What if my package says "Delivered," but I haven't received it?

First, double-check the shipping address on your order and look around your front door, mailbox, package room, or other possible delivery locations.

If you're still unable to locate the package, please contact our support team with your order number and tracking details.

We'll review the available delivery information and help investigate the situation according to our applicable policies.

06 | RETURNS & AFTER-SALES SUPPORT

Support When Things Don't Go as Planned

Q21. Can I return a product if it doesn't meet my expectations?

Items that meet the eligibility requirements outlined in our Return & Refund Policy may be returned through the applicable return process.

Return eligibility can depend on when the request is submitted, the condition of the item, its packaging, and the type of product.

Certain used personal care accessories or products subject to hygiene-related restrictions may have specific return limitations.

We recommend reviewing the complete Return & Refund Policy before purchasing.

Q22. What should I do if my hairstyling tool arrives damaged or doesn't work properly?

Stop using any device that appears damaged, defective, or unsafe. Do not attempt to disassemble or repair it yourself.

Contact our customer support team with your order number, a description of the issue, and relevant photos or videos when appropriate.

If you suspect an electrical safety issue, please do not reconnect or operate the device just to record a video.

We'll review the circumstances and explain the appropriate solution under our applicable policies.

Q23. Who pays for return shipping?

Return shipping responsibility depends on the reason for the return and the applicable policy.

For returns based on a change of mind or personal preference, customers may be responsible for return shipping charges.

If you receive an incorrect, damaged, or confirmed defective item, we'll review the situation and arrange an appropriate resolution under our policies, without requiring you to bear reasonable additional costs resulting from our error.

Please see our Return & Refund Policy for complete details.

Q24. How will I receive my refund?

Approved refunds are generally issued to the original payment method, subject to the payment provider's processing procedures and our published refund policy.

Processing and posting times may vary depending on the review process, payment provider, and financial institution.

If you'd like an update on your refund request, please contact customer support with your order number.

Q25. Is your business address also your return address?

Not necessarily.

Our published business address identifies the legal entity operating the website. It does not mean that all returns should be shipped to that location.

Before sending an item back, please contact our customer support team to receive the correct return warehouse address and shipping instructions.

Do not ship a return without receiving the appropriate instructions.

07 | ACCOUNT & PRIVACY

Your Information Matters

Q26. Do I need to create an account to place an order?

Account requirements depend on the checkout options available on our website.

If guest checkout is offered, you can complete your purchase without creating an account.

Please make sure your contact information is accurate so you can receive order confirmations, shipping updates, and important service notifications.

Q27. How is my personal information used?

We process personal information collected during shopping and customer service interactions in accordance with our Privacy Policy.

This information may be used for order fulfillment, payment processing, shipping arrangements, customer support, and other legitimate business purposes described in the policy.

For more details about how information is handled, relevant service providers, and your privacy rights, please review our full Privacy Policy.

Q28. How can I contact Tervond™ safely?

We recommend contacting us through the official customer service email address and phone number listed on our website.

To protect your information, never send complete credit card numbers, CVV codes, account passwords, or other sensitive payment credentials through regular email.

If you receive a suspicious payment link or a message from someone claiming to represent our support team, verify it through our official contact channels before taking action.

08 | STILL HAVE A QUESTION?

We're Here to Make Things Easier

Every detail matters when you're choosing what's right for you.

Finding the right hairstyling tool sometimes means comparing different features. Choosing a hair care accessory might mean considering materials, sizing, and how it fits into your daily routine.

We understand that these details can make a difference in your shopping experience.

If you haven't found the answer you need, you're welcome to contact the 𝙏𝙚𝙧𝙫𝙤𝙣𝙙™ customer support team. We'll review your question and help you find the most relevant information or next steps.

Because shopping for hair care essentials should feel simple, informed, and comfortable.

𝙏𝙚𝙧𝙫𝙤𝙣𝙙™ — Style Your Everyday.