All orders are processed and prepared for shipment within 1 to 3 business days (Monday through Friday, excluding public holidays HKT). Orders placed over the weekend or on public holidays will be processed on the next business day.

Yes. As soon as your order is placed, an automated confirmation email will be sent to the email address provided. Once your parcel is dispatched from our fulfillment center, you will receive a second email containing your carrier tracking number and direct tracking link.

If you need to update your delivery address or cancel an order, please email us immediately at info@tianglow.com or message us on WhatsApp at +852 4414 1534.

Please note that we work quickly to process shipments. Once an order has been assigned a tracking number or handed over to our postal partners, we cannot alter or cancel the dispatch.

Payment declines usually happen when billing address information does not match the issuing bank's records, or due to international transaction limits set by your card issuer. To protect our customers, our automated security system may also flag orders with mismatched IP and billing locations. Please verify your billing details or try an alternative payment method.

TianGlow ships internationally to major destinations including North America, Europe, Australia, and Asia. Estimated delivery timeframes (excluding order processing time) are as follows:

• Standard International Shipping: 7 to 14 business days.
• Expedited Shipping: 5 to 10 business days.

*Note: Transit times may be slightly extended during peak holiday seasons or customs processing in destination countries.

You can track your package anytime by entering your tracking number on our 17TRACK Tracking Page or by clicking the link in your shipping confirmation email.

International shipments may be subject to local import taxes, customs duties, or clearance fees imposed by your destination country’s government. These charges are the responsibility of the recipient unless explicitly stated otherwise at checkout.

If your tracking shows delivered but you cannot locate the package:

1. Check around your doorstep, building reception, or with immediate neighbors.
2. Verify if a carrier notice card was left in your mailbox for local post office pickup.
3. Contact us at info@tianglow.com within 7 days of the marked delivery date so we can open a formal carrier trace on your behalf.

We offer a 30-day return policy. You have 30 days from the date your tracking status shows "Delivered" to request a return for eligible items.

To qualify for a change-of-mind return:

• Items must be unopened, unused, unwashed, and in their original packaging.
• All protective seals, box covers, and hygiene packaging must remain completely intact.
• Skincare or cosmetic products that have been unsealed or opened cannot be returned due to hygiene and health protection regulations.

• Customer Choice / Change of Mind: The buyer is responsible for return shipping fees and arranging a trackable courier service.
• Defective, Damaged, or Incorrect Items: TianGlow will provide a prepaid shipping label or cover full return shipping costs.

Please inspect your package upon arrival. If an item is damaged during transit, missing, or incorrect, contact us within 48 hours at info@tianglow.com with your order number and clear photos/videos of the damaged item and outer packaging box. We will issue a replacement or full refund immediately after verification.

Once your returned item is received and inspected at our facility, we will send an email confirmation. Approved refunds are processed back to your original payment method within 5 to 10 business days, depending on your card issuer’s processing time.

We support a wide variety of safe and encrypted payment options, including:

• Major Credit & Debit Cards: Visa, Mastercard, American Express, UnionPay
• Express Checkouts: Apple Pay, Google Pay, Shop Pay
• Digital Assets: USDC

Absolutely. Our store is built on the Shopify platform and features level 1 PCI-DSS compliance and 256-bit SSL encryption across all checkout pages. We never store, sell, or view your full credit card credentials.

Yes, 100% guaranteed. Operated by TIANMU GROUP LIMITED, TianGlow sources skincare and cosmetics directly from verified brand headquarters, official manufacturers, or authorized main distributors. We enforce a zero-tolerance policy against counterfeit or replica goods.

No. All formulations available on TianGlow are strictly intended for general cosmetic, skincare, and beauty maintenance purposes. They are not intended to diagnose, treat, cure, or prevent any medical condition or skin disease. We recommend reviewing ingredient lists and conducting a standard skin patch test before full application.