Quick answers to the questions we get most. Can't find yours? Ask our AI assistant in the chat bubble any time, or email hello@terglow.com. We reply by email, usually within 1–2 days.
Orders & tracking
How long will my order take?
Orders ship from our warehouse in Georgia within 1–2 business days (Monday–Friday, not including holidays) and usually arrive 2–5 business days after shipping.
How do I track my order?
When your order ships, we email you a tracking link. You can also log in at terglow.com/account, or ask our chat assistant with your order number and email.
I didn't get an order confirmation email.
Check your spam or promotions folder first. If you were charged and still can't find it after an hour, email hello@terglow.com with the email address you used at checkout.
Can I change my shipping address or edit my order?
Only before it ships. Contact us right away through the chat or at hello@terglow.com with your order number and the change. Once an order has shipped, we can't change it.
Can I cancel my order?
Yes, any time before it ships, for a full refund. Message us in the chat or email us with your order number as soon as possible, since orders usually ship within 1–2 business days.
An item is missing from my package.
Check the box and packing slip first. If something is still missing, send us your order number and a photo of the box contents within 7 days of delivery through the chat, and we will send the missing item or refund it.
My package says delivered but I can't find it.
Check your mailbox, porch, neighbors and building mailroom, and give it 48 hours, since carriers sometimes mark packages delivered early. If it still hasn't turned up, contact us with your order number and we will follow up with the carrier.
My tracking hasn't updated in days.
Carriers sometimes pause scans in transit. If there has been no update for 3 or more business days, contact us with your order number and we will check with the carrier.
My package was returned to you.
This usually happens when an address is incomplete or the package was not picked up. Contact us with your order number and the correct address so we can sort out the next steps.
Shipping
Where do you ship?
We ship within the United States only, including Alaska, Hawaii, Puerto Rico, U.S. territories and APO/FPO/DPO military addresses. We don't ship internationally yet.
How much is shipping?
Standard shipping is $4.99, and free on orders of $50 or more. Expedited shipping is $9.99 on any order. SkinPass members get free standard shipping on every order.
Do you offer expedited shipping?
Yes. Choose Expedited Shipping ($9.99) at checkout. Orders ship in 1–2 business days and arrive 2–3 business days after shipping. We don't offer overnight shipping right now.
Do you charge sales tax?
Sales tax is calculated at checkout based on your shipping state.
Payment, discounts & gift cards
Do you have a multi-buy discount?
Yes, Buy More Save More: buy any 2 items and get 10% off, or 3 or more items and get 15% off. It applies automatically at checkout, no code needed. Clearance items, gift sets, bundles, gift cards and SkinPass aren't included, and it doesn't combine with other discount codes (checkout uses the better deal). Shop Buy More Save More.
Do you have a holiday gift box?
Yes, the Holiday Glow Box 2026: 5 full-size products (Anua cleanser, SUPPURU Cica-PDRN serum, Beauty of Joseon eye serum, Dr. Althea 345 cream and Anua sunscreen) for an early-bird price of $69, worth $91.96, and just $65 during Black Friday (Nov 27 – Dec 1). Quantities are limited. See all holiday gift sets.
What payment methods do you accept?
Visa, Mastercard, American Express, Discover, Diners Club, PayPal, Venmo, Shop Pay, Apple Pay, Google Pay and Amazon Pay.
My payment was declined.
Make sure your billing address matches your card exactly, then try again or use another payment method such as PayPal or Shop Pay. We never ask for card details in chat or email.
How do I use a discount code?
Enter it in the discount code box at checkout. Most codes can't be combined with other codes or sale prices, and some have a minimum order or an end date. Free shipping on $50+ applies automatically.
My discount code isn't working.
Check the spelling, the end date, any minimum order amount, and whether your cart has items the code excludes (for example sale or clearance items). If it still won't work, tell us the code and what happens in the chat.
Where can I find current deals?
Current offers appear in the banner at the top of our site and on our Sale page. Join our newsletter and the free T.E.R Glow Club for member perks.
Do you sell gift cards?
Yes. TER Gift Cards come in $10, $25, $50 and $100, are delivered by email, and are used at checkout. Gift cards aren't returnable.
Products & authenticity
Are your products authentic?
Yes, 100%. We buy only from verified suppliers and trusted distributors, never anonymous resellers. Every order is checked for original packaging, valid batch codes and fresh dates before it ships. See our Authenticity Guarantee.
How long do products last? Where is the expiration date?
Most unopened K-beauty skincare lasts about 2–3 years. After opening, check the open-jar symbol on the package (12M means use within 12 months). The expiry or manufacture date is usually printed on the box or the bottom of the product. If you think an item is expired, send us a photo of the date and batch code.
A product is sold out. When will it be back?
We restock popular items as soon as we can, but we can't give exact dates. Check back on the product page, or ask our chat assistant for a similar product that's in stock.
Where can I see the ingredients?
The full ingredient list is on each product page. If you have allergies or sensitive skin, check the list and do a patch test before using a new product.
Is this product safe during pregnancy or breastfeeding?
Please check with your doctor before using new skincare while pregnant or breastfeeding, especially products with retinol, retinal or high-strength acids.
Are your products cruelty-free or vegan?
It depends on the brand and product. Check the product page, and ask our chat assistant to help you filter.
Skincare help
How do I start a Korean skincare routine?
Keep it simple: cleanser, toner, serum, moisturizer, and sunscreen every morning. Add one new product at a time. Not sure what fits your skin? Tell our chat assistant your skin type and main concern, or take the skin quiz on our homepage.
How should I introduce new products?
Patch test first (inner arm or behind the ear for 24–48 hours), then add one new product at a time and give it 1–2 weeks before adding another. Stop using anything that stings, burns or causes a rash.
What should I use for acne, dark spots, dryness or sensitive skin?
Ask our chat assistant: tell it your skin type and main concern and it will suggest 1–3 products from our shelf with a short reason for each. You can also shop our Best Sellers.
Returns & refunds
What is your return policy?
Unopened, unused items in original sealed packaging can be returned within 30 days of delivery for a full refund, including original shipping. Return shipping is paid by the customer (free for SkinPass members). Opened products can't be returned for hygiene reasons, clearance items are final sale, and gift cards and SkinPass aren't returnable. Full details: Refund policy.
How do I return something?
Ask our chat assistant first. For sealed items within 30 days it will confirm your return and give you the address. Put your order number inside the package. We refund within 5–10 business days after the package arrives.
My item arrived damaged, leaking or wrong.
Sorry about that! Contact us through the chat within 7 days of delivery with your order number and photos. We'll send a free replacement or a full refund, and you don't need to send anything back.
I had a skin reaction.
Stop using the product. If you have swelling, trouble breathing, or a severe rash, get medical care right away. Within 14 days of delivery, send us your order number and a photo of the product and we'll issue store credit for that item.
When will I get my refund?
Approved refunds go back to your original payment method within 5–10 business days. Your bank may take a few extra days to show it.
Rewards & membership
What is the T.E.R Glow Club?
Our free rewards program. Create an account and get 100 Glow Points right away, earn 3 points for every $1 you spend, and redeem at checkout (100 points = $1 off). Learn more.
What is SkinPass?
Our membership for free shipping on every order with no minimum, plus free return shipping. It's $6.99/month or $69.99/year with a 7-day free trial, and you can cancel or pause anytime at terglow.com/account. Join SkinPass.
Do you have an ambassador or affiliate program?
Yes! See our Ambassador Program page to learn how to join and earn.
How do I unsubscribe from emails?
Click "unsubscribe" at the bottom of any of our emails, or ask our chat assistant.
About TERGlow
Is TERGlow a real company? Where are you located?
Yes. T.E.R (TERGlow) is a family-owned business in Georgia, USA. Our official website is terglow.com, and we also sell on Amazon, Walmart and TikTok Shop.
I bought from TERGlow on Amazon, Walmart or TikTok Shop.
Orders from those sites are handled through that platform. For returns, refunds or delivery problems, use your orders page and help options on that site.
Do you offer wholesale or brand partnerships?
Email hello@terglow.com with your business name, what you're interested in, and your contact details, and we'll get back to you.
How do I contact you?
The fastest way is our chat assistant, available 24/7. For anything that needs our team, email hello@terglow.com. We reply by email, usually within 1–2 days.