Temu

In short

Temu support runs only through the signed-in support center in the app or on temu.com; no phone number is published on the pages checked. Report a missing package within 90 days of the order date and start returns within 90 days of purchase, and choose a refund to your original payment method if you do not want Temu credit. Temu support is free, and Temu does not ask for extra fees by text or email after you order, so a "customs fee" or "free gift" payment request is a scam.

How complaints actually go

• Order problems go through the support center ("Contact us"): select the order, then "missing item/parts" or "package shows delivered but not received". Temu support center
• If a package has not arrived, or tracking shows delivered but you did not get it, Temu says to contact customer service immediately and within 90 days of the order date. Temu shipping info
• Before arbitration, Temu's terms (last updated November 7, 2025) require an informal dispute notice by email to dispute@temu.com or by mail to Whaleco Inc. in Boston. Temu Terms of Use
• In September 2025 the FTC announced a case under the INFORM Consumers Act alleging that Temu gave no telephone option for reporting suspicious activity and made its reporting tool hard to reach. Under the proposed order Temu would pay a $2 million civil penalty and offer a phone reporting line. FTC press release, September 5, 2025
• The FTC case page lists the order as proposed and the case as pending (last updated September 8, 2025). FTC case page: Whaleco, Inc. d/b/a Temu

What tends to work

• Most items can be returned within 90 days of purchase; send the package within 14 days after you submit the return request. Temu return and refund policy
• The first return from each order ships free, so return everything from one order together; later returns from the same order cost $7.99 plus tax, deducted from the refund. Temu return and refund policy
• Eligible fresh food that arrives damaged or defective can be refunded if you ask within 72 hours of delivery. Temu return and refund policy

Traps and fine print

• Temu credit refunds are faster but generally cannot be reversed or cashed out; refunds to the original payment method can take 5-14 business days (up to 30 days) depending on the bank. Temu return and refund policy
• Electronics may have a 45-, 60- or 90-day return window depending on the seller. Temu return and refund policy
• You can opt out of Temu's arbitration agreement only within 30 days of first becoming subject to it, by notice to the Whaleco Inc. Boston address. Temu Terms of Use

By the numbers

• ACSI 2026 (interviews through December 2025): Temu scored 74 out of 100, down from 75; the online retail industry average was 79. ACSI Retail and Consumer Shipping Study 2026

Scams that target customers

• Temu says it will not ask you to pay additional fees by email or text after you place an order, for example for a free gift or customs clearance; official emails do not ask for your password, card security code, card number, PIN or Social Security number. Temu: how to recognize scam emails
• Temu lists its email sender domains as temu.com, temuemail.com, temumail.com, temuofficial.com and temufavor.com; forward suspicious emails to reportphishing@temu.com. Temu: how to recognize scam emails
• Callers who claim to be "Temu Customer Service" and push for payment by wire, gift card, crypto or payment app; Temu says it will not call out of the blue for your card number or ask you to transfer money. Temu: telephone scams
• Third-party websites that charge for "Temu support"; Temu says its customer support is always free. Temu: customer support is always free
• Report fake Temu ads, accounts, sites or financial fraud through Temu's report form. Temu: report something suspicious