Temu: lost package
Report a missing or not-received package in the support center within 90 days of the order date.
What does this mean?
Grade A (high: almost everything comes from official pages read directly). 97% of 35 sources are the organization's own pages or government sites.
Collect
- order number
- tracking history
- delivery photo if any
Steps
In the support center, select the order and choose "package shows delivered but not received", or contact customer service or the seller.
Do this within 90 days of the order date.
If Temu does not refund or resend, send a dispute notice and dispute the charge with your card issuer.
Facts you can cite
- Deadline
If a package has not arrived, or tracking shows delivered but you did not get it, contact Temu customer service immediately and within 90 days of the order date.
Source: temu.com, verified 2026-10-12
- Process
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. before arbitration.
Source: temu.com, verified 2026-10-12
- Deadline
You may opt out of Temu's arbitration agreement within thirty (30) days after first becoming subject to it, by notice to the Whaleco Inc. Boston address.
Source: temu.com, verified 2026-10-12
If that fails, escalate
Go up one step at a time. Keep the reference numbers and dates from each contact.
Customer service
Supervisor
Written complaint
Card or bank dispute
Fair Credit Billing Act billing-error and purchase-dispute rights (Regulation Z)
Electronic Fund Transfer Act error resolution and unauthorized-transfer liability (Regulation E)
State agency
Your state’s attorney general. Find it in the list of state agencies (also as JSON:
states/<code>.json, for example states/ny.json).Public complaint
RegulatorBetter Business Bureau
Watch out
- Support center contact, returns and refunds need the Temu account holder's sign-in.
Let your AI agent handle this
Escalate Anything is a free, open-source MCP server for Claude, Cursor, VS Code, Gemini CLI, Codex and other AI apps. Your agent gets this playbook, keeps a case log with reference numbers and follow-up dates, and drafts each message for you to approve.
1. Set it up (needs uv):
uvx escalate-anything setup2. Ask your agent:
My Temu package shows delivered but never arrived. Use Escalate Anything to get a refund or a replacement.Source code, other install options and the Claude Code plugin