{"id":"temu","page":"https://escalate.alexgaoth.com/#/c/temu","html":"https://escalate.alexgaoth.com/c/temu/","generated":"2026-10-15","company":{"id":"temu","name":"Temu","aliases":["temu.com","whaleco","whaleco inc"],"sector":"retail","parent":"PDD Holdings","website":"https://www.temu.com","official_domains":["temu.com","temuemail.com","temumail.com","temuofficial.com","temufavor.com"],"security":{"never_asks":[{"kind":"policy","claim":"Temu says official Temu emails do not ask for your Temu password, card security code, card number or PIN, Social Security or tax ID number, or answers to security questions. Its listed sender domains are temu.com, temuemail.com, temumail.com, temuofficial.com and temufavor.com.","source":"https://www.temu.com/support/c3/how-to-recognise-scam-emails-f-208-s-2039.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"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 for customs clearance.","source":"https://www.temu.com/support/c3/how-to-recognise-scam-emails-f-208-s-2039.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"Temu says it will not call you out of the blue to ask for your card number or other sensitive information, or ask you to transfer money.","source":"https://www.temu.com/support/c3/beware-of-various-telephone-scams-and-how-to-deal-with-them-f-208-s-4387.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"Temu says its customer support is always free of charge. If a third-party website offers Temu support for a fee, do not pay.","source":"https://www.temu.com/support/c3/temu-customer-support-is-always-free-f-208-s-7911.html","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"Callers who say they are from \"Temu Customer Service\", may already know your name, address and phone number, and push for payment by wire transfer, gift card, cryptocurrency or payment app.","source":"https://www.temu.com/support/c3/beware-of-various-telephone-scams-and-how-to-deal-with-them-f-208-s-4387.html","last_verified":"2026-10-12"}],"report_phishing":[{"id":"report-phishing-email","type":"email","label":"Forward suspicious emails that claim to be from Temu (preferably as an attachment)","value":"reportphishing@temu.com","purposes":["fraud"],"source":"https://www.temu.com/support/c3/how-to-recognise-scam-emails-f-208-s-2039.html","last_verified":"2026-10-12"},{"id":"report-suspicious-form","type":"web_form","label":"Report fake Temu ads, accounts, websites, texts, calls or financial fraud","value":"https://www.temu.com/bgch_report_suspicious.html","purposes":["fraud"],"source":"https://www.temu.com/support/c3/report-something-suspicious-on-temu-f-208-s-1841.html","last_verified":"2026-10-12"}]},"regulators":["ftc"],"notes":"Temu's U.S. terms are with Whaleco Inc., a Delaware company and PDD Holdings subsidiary. After the U.S. ended the de minimis exemption in May 2025, Temu said U.S. orders would be handled by locally based sellers and fulfilled inside the country. Temu publishes no phone number on the pages checked; support runs through the in-app or web support center.","channels":[{"id":"support-center","type":"chat","label":"Temu support center (\"Contact us\")","value":"https://www.temu.com/support-center.html","purposes":["refund_request","lost_package","damaged_item","unauthorized_charge","account_access"],"access":"login","notes":"Select the order, then \"missing item/parts\" or \"package shows delivered but not received\".","source":"https://www.temu.com/support-center.html","last_verified":"2026-10-12"},{"id":"return-refund-policy","type":"portal","label":"Temu return and refund policy","value":"https://www.temu.com/return-and-refund-policy.html","purposes":["refund_request","damaged_item"],"source":"https://www.temu.com/return-and-refund-policy.html","last_verified":"2026-10-12"},{"id":"dispute-email","type":"email","label":"Informal dispute notice (required before arbitration)","value":"dispute@temu.com","purposes":["refund_request","poor_service"],"source":"https://www.temu.com/terms-of-use.html","last_verified":"2026-10-12"},{"id":"legal-mail","type":"mail","label":"Whaleco Inc. notice address (informal dispute notice and arbitration opt-out)","value":"Whaleco Inc., Suite 355, 31 St. James Avenue, Boston, Massachusetts 02116, USA","purposes":["refund_request","poor_service"],"notes":"The opt-out notice must include your name, address, account email, and a clear statement that you opt out.","source":"https://www.temu.com/terms-of-use.html","last_verified":"2026-10-12"}],"escalation":[{"rung":"frontline","channel":"support-center"},{"rung":"supervisor","channel":"support-center"},{"rung":"written_complaint","channel":"dispute-email"},{"rung":"payment_dispute"},{"rung":"state_agency","agency_kind":"attorney_general"},{"rung":"public","regulator":"bbb"}],"playbooks":[{"issue":"lost_package","summary":"Report a missing or not-received package in the support center within 90 days of the order date.","evidence":["order number","tracking history","delivery photo if any"],"steps":[{"do":"In the support center, select the order and choose \"package shows delivered but not received\", or contact customer service or the seller.","channel":"support-center"},{"do":"Do this within 90 days of the order date."},{"do":"If Temu does not refund or resend, send a dispute notice and dispute the charge with your card issuer.","channel":"dispute-email"}],"facts":[{"kind":"deadline","claim":"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.","issues":["lost_package"],"source":"https://www.temu.com/shipping-info.html","last_verified":"2026-10-12"}]},{"issue":"damaged_item","summary":"Report missing parts or damage in the support center; return eligible items within 90 days of purchase.","evidence":["photos of the item and packaging","order number"],"steps":[{"do":"Photograph the item and packaging."},{"do":"In the support center, select the order and choose \"missing item/parts\", or start a return.","channel":"support-center"},{"do":"For eligible fresh food that arrives damaged or defective, request a refund within 72 hours of delivery."},{"do":"After the return window, contact customer service about defects under statutory warranty rights.","channel":"support-center"}],"facts":[{"kind":"deadline","claim":"Eligible fresh food that arrives damaged or defective can be refunded if requested within 72 hours of delivery.","issues":["damaged_item"],"source":"https://www.temu.com/return-and-refund-policy.html","last_verified":"2026-10-12"}]},{"issue":"refund_request","summary":"Most items can be returned within 90 days of purchase; the first return per order ships free.","evidence":["order number","return request confirmation","drop-off receipt"],"steps":[{"do":"Start a return from the order in the support center. Choose refund to the original payment method if you do not want Temu credit.","channel":"support-center"},{"do":"Send the package back within 14 days after you submit the return request."},{"do":"If the refund does not post, contact the support center, then dispute the charge with your card issuer.","channel":"support-center"}],"facts":[{"kind":"deadline","claim":"Most items can be returned within 90 days of purchase; electronics may have a 45-, 60- or 90-day window depending on the seller. You must send the package within 14 days after submitting the return request.","issues":["refund_request"],"source":"https://www.temu.com/return-and-refund-policy.html","last_verified":"2026-10-12"},{"kind":"fee","claim":"The first return of one or more items in each order ships free; for the second and later returns from the same order, $7.99 plus tax is deducted from the refund.","issues":["refund_request"],"source":"https://www.temu.com/return-and-refund-policy.html","last_verified":"2026-10-12"},{"kind":"process","claim":"Depending on the bank, refunds to the original payment method can take 5-14 business days (up to 30 days) to post; Temu credit refunds are faster but generally cannot be reversed or cashed out.","issues":["refund_request"],"source":"https://www.temu.com/return-and-refund-policy.html","last_verified":"2026-10-12"}]}],"facts":[{"kind":"process","claim":"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":"https://www.temu.com/terms-of-use.html","last_verified":"2026-10-12"},{"kind":"deadline","claim":"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":"https://www.temu.com/terms-of-use.html","last_verified":"2026-10-12"}],"known_blockers":["Support center contact, returns and refunds need the Temu account holder's sign-in."]},"playbooks":{"lost_package":{"company":{"id":"temu","name":"Temu","sector":"retail","website":"https://www.temu.com","account_url":null},"issue":{"id":"lost_package","name":"Lost package"},"playbook_source":"company","summary":"Report a missing or not-received package in the support center within 90 days of the order date.","evidence":["order number","tracking history","delivery photo if any"],"steps":[{"do":"In the support center, select the order and choose \"package shows delivered but not received\", or contact customer service or the seller.","channel":{"id":"support-center","type":"chat","label":"Temu support center (\"Contact us\")","value":"https://www.temu.com/support-center.html","purposes":["refund_request","lost_package","damaged_item","unauthorized_charge","account_access"],"access":"login","notes":"Select the order, then \"missing item/parts\" or \"package shows delivered but not received\".","source":"https://www.temu.com/support-center.html","last_verified":"2026-10-12"}},{"do":"Do this within 90 days of the order date."},{"do":"If Temu does not refund or resend, send a dispute notice and dispute the charge with your card issuer.","channel":{"id":"dispute-email","type":"email","label":"Informal dispute notice (required before arbitration)","value":"dispute@temu.com","purposes":["refund_request","poor_service"],"source":"https://www.temu.com/terms-of-use.html","last_verified":"2026-10-12"}}],"channels":[{"id":"support-center","type":"chat","label":"Temu support center (\"Contact us\")","value":"https://www.temu.com/support-center.html","purposes":["refund_request","lost_package","damaged_item","unauthorized_charge","account_access"],"access":"login","notes":"Select the order, then \"missing item/parts\" or \"package shows delivered but not received\".","source":"https://www.temu.com/support-center.html","last_verified":"2026-10-12"}],"facts":[{"kind":"deadline","claim":"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.","issues":["lost_package"],"source":"https://www.temu.com/shipping-info.html","last_verified":"2026-10-12"},{"kind":"process","claim":"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":"https://www.temu.com/terms-of-use.html","last_verified":"2026-10-12"},{"kind":"deadline","claim":"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":"https://www.temu.com/terms-of-use.html","last_verified":"2026-10-12"}],"rules":{"in_force":[],"not_in_force":[]},"tips":[],"escalation":[{"index":0,"rung":"frontline","channel":{"id":"support-center","type":"chat","label":"Temu support center (\"Contact us\")","value":"https://www.temu.com/support-center.html","purposes":["refund_request","lost_package","damaged_item","unauthorized_charge","account_access"],"access":"login","notes":"Select the order, then \"missing item/parts\" or \"package shows delivered but not received\".","source":"https://www.temu.com/support-center.html","last_verified":"2026-10-12"}},{"index":1,"rung":"supervisor","channel":{"id":"support-center","type":"chat","label":"Temu support center (\"Contact us\")","value":"https://www.temu.com/support-center.html","purposes":["refund_request","lost_package","damaged_item","unauthorized_charge","account_access"],"access":"login","notes":"Select the order, then \"missing item/parts\" or \"package shows delivered but not received\".","source":"https://www.temu.com/support-center.html","last_verified":"2026-10-12"}},{"index":2,"rung":"written_complaint","channel":{"id":"dispute-email","type":"email","label":"Informal dispute notice (required before arbitration)","value":"dispute@temu.com","purposes":["refund_request","poor_service"],"source":"https://www.temu.com/terms-of-use.html","last_verified":"2026-10-12"}},{"index":3,"rung":"payment_dispute","rules":["fcba-billing-error","efta-reg-e"]},{"index":4,"rung":"state_agency","agency_kind":"attorney_general","agencies":"Ask for the person's state, then call find_regulators."},{"index":5,"rung":"public","regulator":{"id":"bbb","name":"Better Business Bureau","level":"nonprofit","when_to_use":"Use when a business did not resolve a complaint and you want a neutral intermediary and a public record on the business's BBB profile. BBB is a nonprofit, not a government agency, and cannot force the business to act.","channels":[{"id":"complaint-form","type":"web_form","label":"File a complaint with BBB","value":"https://www.bbb.org/file-a-complaint","purposes":["poor_service","refund_request","billing_error","damaged_item","warranty_claim"],"notes":"Script-driven page. bbb.org robots.txt disallows automated access to /file-a-complaint/*. Sign-in is offered to follow complaints; it is not confirmed whether it is required to file.","source":"https://www.bbb.org/consumer-complaints/file-a-complaint/get-started","last_verified":"2026-10-12"},{"id":"bbb-directory","type":"web_form","label":"Find your local BBB","value":"https://www.bbb.org/bbb-directory","source":"https://www.bbb.org/all/bbb-dispute-handling-and-resolution","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"BBB is a nonprofit organization. It is not a government agency and holds no regulatory power.","source":"https://www.bbb.org/all/faq","last_verified":"2026-10-12"},{"kind":"deadline","claim":"BBB forwards the complaint to the business, usually within two business days.","source":"https://www.bbb.org/consumer-complaints/file-a-complaint/get-started","last_verified":"2026-10-12"},{"kind":"process","claim":"BBB contacts the business, asks for a response and acts as a neutral intermediary. It does not take sides and cannot force a business to act.","source":"https://www.bbb.org/all/faq","last_verified":"2026-10-12"},{"kind":"process","claim":"The complaint becomes part of the business's public BBB profile.","source":"https://www.bbb.org/all/faq","last_verified":"2026-10-12"},{"kind":"process","claim":"You do not have to contact the business before filing, but your local BBB will encourage it. Conciliation and mediation are voluntary; arbitration needs a contract clause or a signed agreement to arbitrate.","source":"https://www.bbb.org/all/bbb-dispute-handling-and-resolution","last_verified":"2026-10-12"}],"notes":"BBB has no phone number on its national FAQ; contact the local BBB through the directory. Scam reports go to BBB Scam Tracker: https://www.bbb.org/scamtracker"}}],"known_blockers":["Support center contact, returns and refunds need the Temu account holder's sign-in."],"security":{"official_domains":["temu.com","temuemail.com","temumail.com","temuofficial.com","temufavor.com"],"never_asks":[{"kind":"policy","claim":"Temu says official Temu emails do not ask for your Temu password, card security code, card number or PIN, Social Security or tax ID number, or answers to security questions. Its listed sender domains are temu.com, temuemail.com, temumail.com, temuofficial.com and temufavor.com.","source":"https://www.temu.com/support/c3/how-to-recognise-scam-emails-f-208-s-2039.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"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 for customs clearance.","source":"https://www.temu.com/support/c3/how-to-recognise-scam-emails-f-208-s-2039.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"Temu says it will not call you out of the blue to ask for your card number or other sensitive information, or ask you to transfer money.","source":"https://www.temu.com/support/c3/beware-of-various-telephone-scams-and-how-to-deal-with-them-f-208-s-4387.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"Temu says its customer support is always free of charge. If a third-party website offers Temu support for a fee, do not pay.","source":"https://www.temu.com/support/c3/temu-customer-support-is-always-free-f-208-s-7911.html","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"Callers who say they are from \"Temu Customer Service\", may already know your name, address and phone number, and push for payment by wire transfer, gift card, cryptocurrency or payment app.","source":"https://www.temu.com/support/c3/beware-of-various-telephone-scams-and-how-to-deal-with-them-f-208-s-4387.html","last_verified":"2026-10-12"}],"report_phishing":[{"id":"report-phishing-email","type":"email","label":"Forward suspicious emails that claim to be from Temu (preferably as an attachment)","value":"reportphishing@temu.com","purposes":["fraud"],"source":"https://www.temu.com/support/c3/how-to-recognise-scam-emails-f-208-s-2039.html","last_verified":"2026-10-12"},{"id":"report-suspicious-form","type":"web_form","label":"Report fake Temu ads, accounts, websites, texts, calls or financial fraud","value":"https://www.temu.com/bgch_report_suspicious.html","purposes":["fraud"],"source":"https://www.temu.com/support/c3/report-something-suspicious-on-temu-f-208-s-1841.html","last_verified":"2026-10-12"}]},"credibility":{"grade":"A","primary_share":0.971,"sources":{"primary":34,"other":1},"verified_from":{"page":18},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 97% of 35 sources are the organization's own pages or government sites.","dossier_last_verified":"2026-10-12"},"context":{"dossier":true,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"Temu's U.S. terms are with Whaleco Inc., a Delaware company and PDD Holdings subsidiary. After the U.S. ended the de minimis exemption in May 2025, Temu said U.S. orders would be handled by locally based sellers and fulfilled inside the country. Temu publishes no phone number on the pages checked; support runs through the in-app or web support center.","warnings":[]},"damaged_item":{"company":{"id":"temu","name":"Temu","sector":"retail","website":"https://www.temu.com","account_url":null},"issue":{"id":"damaged_item","name":"Item arrived damaged or defective"},"playbook_source":"company","summary":"Report missing parts or damage in the support center; return eligible items within 90 days of purchase.","evidence":["photos of the item and packaging","order number"],"steps":[{"do":"Photograph the item and packaging."},{"do":"In the support center, select the order and choose \"missing item/parts\", or start a return.","channel":{"id":"support-center","type":"chat","label":"Temu support center (\"Contact us\")","value":"https://www.temu.com/support-center.html","purposes":["refund_request","lost_package","damaged_item","unauthorized_charge","account_access"],"access":"login","notes":"Select the order, then \"missing item/parts\" or \"package shows delivered but not received\".","source":"https://www.temu.com/support-center.html","last_verified":"2026-10-12"}},{"do":"For eligible fresh food that arrives damaged or defective, request a refund within 72 hours of delivery."},{"do":"After the return window, contact customer service about defects under statutory warranty rights.","channel":{"id":"support-center","type":"chat","label":"Temu support center (\"Contact us\")","value":"https://www.temu.com/support-center.html","purposes":["refund_request","lost_package","damaged_item","unauthorized_charge","account_access"],"access":"login","notes":"Select the order, then \"missing item/parts\" or \"package shows delivered but not received\".","source":"https://www.temu.com/support-center.html","last_verified":"2026-10-12"}}],"channels":[{"id":"support-center","type":"chat","label":"Temu support center (\"Contact us\")","value":"https://www.temu.com/support-center.html","purposes":["refund_request","lost_package","damaged_item","unauthorized_charge","account_access"],"access":"login","notes":"Select the order, then \"missing item/parts\" or \"package shows delivered but not received\".","source":"https://www.temu.com/support-center.html","last_verified":"2026-10-12"},{"id":"return-refund-policy","type":"portal","label":"Temu return and refund policy","value":"https://www.temu.com/return-and-refund-policy.html","purposes":["refund_request","damaged_item"],"source":"https://www.temu.com/return-and-refund-policy.html","last_verified":"2026-10-12"}],"facts":[{"kind":"deadline","claim":"Eligible fresh food that arrives damaged or defective can be refunded if requested within 72 hours of delivery.","issues":["damaged_item"],"source":"https://www.temu.com/return-and-refund-policy.html","last_verified":"2026-10-12"},{"kind":"process","claim":"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":"https://www.temu.com/terms-of-use.html","last_verified":"2026-10-12"},{"kind":"deadline","claim":"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":"https://www.temu.com/terms-of-use.html","last_verified":"2026-10-12"}],"rules":{"in_force":[{"id":"magnuson-moss-warranty","title":"Magnuson-Moss Warranty Act","citation":"15 U.S.C. 2302, 2310; FTC Disclosure and Pre-Sale Availability Rules","jurisdiction":"us-federal","status":"in_effect","summary":"Federal law for written warranties on consumer products. Warrantors must disclose warranty terms in simple language, may not void a warranty because the consumer used another brand of parts or service (unless those are free or the FTC grants a waiver), and may not disclaim implied warranties when they give a written warranty. Consumers can sue for breach and may recover attorneys' fees.","source":"https://www.ftc.gov/business-guidance/resources/businesspersons-guide-federal-warranty-law","last_verified":"2026-10-12","points_omitted":5,"points":[{"kind":"policy","claim":"Under a \"full\" warranty, service must be free, available to anyone who owns the product during the warranty period, and the warrantor must replace or refund if it cannot repair the product after a reasonable number of tries. It may not limit the duration of implied warranties or impose unreasonable duties, such as requiring return of a registration card.","issues":["warranty_claim","damaged_item"],"source":"https://www.ftc.gov/business-guidance/resources/businesspersons-guide-federal-warranty-law","last_verified":"2026-10-12"}]}],"not_in_force":[]},"tips":[],"escalation":[{"index":0,"rung":"frontline","channel":{"id":"support-center","type":"chat","label":"Temu support center (\"Contact us\")","value":"https://www.temu.com/support-center.html","purposes":["refund_request","lost_package","damaged_item","unauthorized_charge","account_access"],"access":"login","notes":"Select the order, then \"missing item/parts\" or \"package shows delivered but not received\".","source":"https://www.temu.com/support-center.html","last_verified":"2026-10-12"}},{"index":1,"rung":"supervisor","channel":{"id":"support-center","type":"chat","label":"Temu support center (\"Contact us\")","value":"https://www.temu.com/support-center.html","purposes":["refund_request","lost_package","damaged_item","unauthorized_charge","account_access"],"access":"login","notes":"Select the order, then \"missing item/parts\" or \"package shows delivered but not received\".","source":"https://www.temu.com/support-center.html","last_verified":"2026-10-12"}},{"index":2,"rung":"written_complaint","channel":{"id":"dispute-email","type":"email","label":"Informal dispute notice (required before arbitration)","value":"dispute@temu.com","purposes":["refund_request","poor_service"],"source":"https://www.temu.com/terms-of-use.html","last_verified":"2026-10-12"}},{"index":3,"rung":"payment_dispute","rules":["fcba-billing-error","efta-reg-e"]},{"index":4,"rung":"state_agency","agency_kind":"attorney_general","agencies":"Ask for the person's state, then call find_regulators."},{"index":5,"rung":"public","regulator":{"id":"bbb","name":"Better Business Bureau","level":"nonprofit","when_to_use":"Use when a business did not resolve a complaint and you want a neutral intermediary and a public record on the business's BBB profile. BBB is a nonprofit, not a government agency, and cannot force the business to act.","channels":[{"id":"complaint-form","type":"web_form","label":"File a complaint with BBB","value":"https://www.bbb.org/file-a-complaint","purposes":["poor_service","refund_request","billing_error","damaged_item","warranty_claim"],"notes":"Script-driven page. bbb.org robots.txt disallows automated access to /file-a-complaint/*. Sign-in is offered to follow complaints; it is not confirmed whether it is required to file.","source":"https://www.bbb.org/consumer-complaints/file-a-complaint/get-started","last_verified":"2026-10-12"},{"id":"bbb-directory","type":"web_form","label":"Find your local BBB","value":"https://www.bbb.org/bbb-directory","source":"https://www.bbb.org/all/bbb-dispute-handling-and-resolution","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"BBB is a nonprofit organization. It is not a government agency and holds no regulatory power.","source":"https://www.bbb.org/all/faq","last_verified":"2026-10-12"},{"kind":"deadline","claim":"BBB forwards the complaint to the business, usually within two business days.","source":"https://www.bbb.org/consumer-complaints/file-a-complaint/get-started","last_verified":"2026-10-12"},{"kind":"process","claim":"BBB contacts the business, asks for a response and acts as a neutral intermediary. It does not take sides and cannot force a business to act.","source":"https://www.bbb.org/all/faq","last_verified":"2026-10-12"},{"kind":"process","claim":"The complaint becomes part of the business's public BBB profile.","source":"https://www.bbb.org/all/faq","last_verified":"2026-10-12"},{"kind":"process","claim":"You do not have to contact the business before filing, but your local BBB will encourage it. Conciliation and mediation are voluntary; arbitration needs a contract clause or a signed agreement to arbitrate.","source":"https://www.bbb.org/all/bbb-dispute-handling-and-resolution","last_verified":"2026-10-12"}],"notes":"BBB has no phone number on its national FAQ; contact the local BBB through the directory. Scam reports go to BBB Scam Tracker: https://www.bbb.org/scamtracker"}}],"known_blockers":["Support center contact, returns and refunds need the Temu account holder's sign-in."],"security":{"official_domains":["temu.com","temuemail.com","temumail.com","temuofficial.com","temufavor.com"],"never_asks":[{"kind":"policy","claim":"Temu says official Temu emails do not ask for your Temu password, card security code, card number or PIN, Social Security or tax ID number, or answers to security questions. Its listed sender domains are temu.com, temuemail.com, temumail.com, temuofficial.com and temufavor.com.","source":"https://www.temu.com/support/c3/how-to-recognise-scam-emails-f-208-s-2039.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"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 for customs clearance.","source":"https://www.temu.com/support/c3/how-to-recognise-scam-emails-f-208-s-2039.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"Temu says it will not call you out of the blue to ask for your card number or other sensitive information, or ask you to transfer money.","source":"https://www.temu.com/support/c3/beware-of-various-telephone-scams-and-how-to-deal-with-them-f-208-s-4387.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"Temu says its customer support is always free of charge. If a third-party website offers Temu support for a fee, do not pay.","source":"https://www.temu.com/support/c3/temu-customer-support-is-always-free-f-208-s-7911.html","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"Callers who say they are from \"Temu Customer Service\", may already know your name, address and phone number, and push for payment by wire transfer, gift card, cryptocurrency or payment app.","source":"https://www.temu.com/support/c3/beware-of-various-telephone-scams-and-how-to-deal-with-them-f-208-s-4387.html","last_verified":"2026-10-12"}],"report_phishing":[{"id":"report-phishing-email","type":"email","label":"Forward suspicious emails that claim to be from Temu (preferably as an attachment)","value":"reportphishing@temu.com","purposes":["fraud"],"source":"https://www.temu.com/support/c3/how-to-recognise-scam-emails-f-208-s-2039.html","last_verified":"2026-10-12"},{"id":"report-suspicious-form","type":"web_form","label":"Report fake Temu ads, accounts, websites, texts, calls or financial fraud","value":"https://www.temu.com/bgch_report_suspicious.html","purposes":["fraud"],"source":"https://www.temu.com/support/c3/report-something-suspicious-on-temu-f-208-s-1841.html","last_verified":"2026-10-12"}]},"credibility":{"grade":"A","primary_share":0.971,"sources":{"primary":34,"other":1},"verified_from":{"page":18},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 97% of 35 sources are the organization's own pages or government sites.","dossier_last_verified":"2026-10-12"},"context":{"dossier":true,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"Temu's U.S. terms are with Whaleco Inc., a Delaware company and PDD Holdings subsidiary. After the U.S. ended the de minimis exemption in May 2025, Temu said U.S. orders would be handled by locally based sellers and fulfilled inside the country. Temu publishes no phone number on the pages checked; support runs through the in-app or web support center.","warnings":[]},"refund_request":{"company":{"id":"temu","name":"Temu","sector":"retail","website":"https://www.temu.com","account_url":null},"issue":{"id":"refund_request","name":"Refund request"},"playbook_source":"company","summary":"Most items can be returned within 90 days of purchase; the first return per order ships free.","evidence":["order number","return request confirmation","drop-off receipt"],"steps":[{"do":"Start a return from the order in the support center. Choose refund to the original payment method if you do not want Temu credit.","channel":{"id":"support-center","type":"chat","label":"Temu support center (\"Contact us\")","value":"https://www.temu.com/support-center.html","purposes":["refund_request","lost_package","damaged_item","unauthorized_charge","account_access"],"access":"login","notes":"Select the order, then \"missing item/parts\" or \"package shows delivered but not received\".","source":"https://www.temu.com/support-center.html","last_verified":"2026-10-12"}},{"do":"Send the package back within 14 days after you submit the return request."},{"do":"If the refund does not post, contact the support center, then dispute the charge with your card issuer.","channel":{"id":"support-center","type":"chat","label":"Temu support center (\"Contact us\")","value":"https://www.temu.com/support-center.html","purposes":["refund_request","lost_package","damaged_item","unauthorized_charge","account_access"],"access":"login","notes":"Select the order, then \"missing item/parts\" or \"package shows delivered but not received\".","source":"https://www.temu.com/support-center.html","last_verified":"2026-10-12"}}],"channels":[{"id":"support-center","type":"chat","label":"Temu support center (\"Contact us\")","value":"https://www.temu.com/support-center.html","purposes":["refund_request","lost_package","damaged_item","unauthorized_charge","account_access"],"access":"login","notes":"Select the order, then \"missing item/parts\" or \"package shows delivered but not received\".","source":"https://www.temu.com/support-center.html","last_verified":"2026-10-12"},{"id":"return-refund-policy","type":"portal","label":"Temu return and refund policy","value":"https://www.temu.com/return-and-refund-policy.html","purposes":["refund_request","damaged_item"],"source":"https://www.temu.com/return-and-refund-policy.html","last_verified":"2026-10-12"},{"id":"dispute-email","type":"email","label":"Informal dispute notice (required before arbitration)","value":"dispute@temu.com","purposes":["refund_request","poor_service"],"source":"https://www.temu.com/terms-of-use.html","last_verified":"2026-10-12"},{"id":"legal-mail","type":"mail","label":"Whaleco Inc. notice address (informal dispute notice and arbitration opt-out)","value":"Whaleco Inc., Suite 355, 31 St. James Avenue, Boston, Massachusetts 02116, USA","purposes":["refund_request","poor_service"],"notes":"The opt-out notice must include your name, address, account email, and a clear statement that you opt out.","source":"https://www.temu.com/terms-of-use.html","last_verified":"2026-10-12"}],"facts":[{"kind":"deadline","claim":"Most items can be returned within 90 days of purchase; electronics may have a 45-, 60- or 90-day window depending on the seller. You must send the package within 14 days after submitting the return request.","issues":["refund_request"],"source":"https://www.temu.com/return-and-refund-policy.html","last_verified":"2026-10-12"},{"kind":"fee","claim":"The first return of one or more items in each order ships free; for the second and later returns from the same order, $7.99 plus tax is deducted from the refund.","issues":["refund_request"],"source":"https://www.temu.com/return-and-refund-policy.html","last_verified":"2026-10-12"},{"kind":"process","claim":"Depending on the bank, refunds to the original payment method can take 5-14 business days (up to 30 days) to post; Temu credit refunds are faster but generally cannot be reversed or cashed out.","issues":["refund_request"],"source":"https://www.temu.com/return-and-refund-policy.html","last_verified":"2026-10-12"},{"kind":"process","claim":"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":"https://www.temu.com/terms-of-use.html","last_verified":"2026-10-12"},{"kind":"deadline","claim":"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":"https://www.temu.com/terms-of-use.html","last_verified":"2026-10-12"}],"rules":{"in_force":[{"id":"ftc-junk-fees-rule","title":"FTC Rule on Unfair or Deceptive Fees (live-event tickets and short-term lodging)","citation":"16 CFR part 464 (90 FR 2066, January 10, 2025)","jurisdiction":"us-federal","status":"in_effect","summary":"Since May 12, 2025, any business that offers, displays or advertises a price for live-event tickets or short-term lodging (for example hotels, motels and inns) must show the total price, including all mandatory fees, more prominently than other pricing information. Only government charges, shipping and optional add-ons may be left out, and those must be disclosed before the consumer pays. Misrepresenting any fee is prohibited.","source":"https://www.ecfr.gov/current/title-16/chapter-I/subchapter-D/part-464","last_verified":"2026-10-12","points_omitted":5,"points":[{"kind":"policy","claim":"A business may not misrepresent the nature, purpose, amount or refundability of any fee, or the identity of the good or service the fee is charged for.","issues":["billing_error","refund_request"],"source":"https://www.ecfr.gov/current/title-16/chapter-I/subchapter-D/part-464/section-464.3","last_verified":"2026-10-12"}]}],"not_in_force":[]},"tips":[],"escalation":[{"index":0,"rung":"frontline","channel":{"id":"support-center","type":"chat","label":"Temu support center (\"Contact us\")","value":"https://www.temu.com/support-center.html","purposes":["refund_request","lost_package","damaged_item","unauthorized_charge","account_access"],"access":"login","notes":"Select the order, then \"missing item/parts\" or \"package shows delivered but not received\".","source":"https://www.temu.com/support-center.html","last_verified":"2026-10-12"}},{"index":1,"rung":"supervisor","channel":{"id":"support-center","type":"chat","label":"Temu support center (\"Contact us\")","value":"https://www.temu.com/support-center.html","purposes":["refund_request","lost_package","damaged_item","unauthorized_charge","account_access"],"access":"login","notes":"Select the order, then \"missing item/parts\" or \"package shows delivered but not received\".","source":"https://www.temu.com/support-center.html","last_verified":"2026-10-12"}},{"index":2,"rung":"written_complaint","channel":{"id":"dispute-email","type":"email","label":"Informal dispute notice (required before arbitration)","value":"dispute@temu.com","purposes":["refund_request","poor_service"],"source":"https://www.temu.com/terms-of-use.html","last_verified":"2026-10-12"}},{"index":3,"rung":"payment_dispute","rules":["fcba-billing-error","efta-reg-e"]},{"index":4,"rung":"state_agency","agency_kind":"attorney_general","agencies":"Ask for the person's state, then call find_regulators."},{"index":5,"rung":"public","regulator":{"id":"bbb","name":"Better Business Bureau","level":"nonprofit","when_to_use":"Use when a business did not resolve a complaint and you want a neutral intermediary and a public record on the business's BBB profile. BBB is a nonprofit, not a government agency, and cannot force the business to act.","channels":[{"id":"complaint-form","type":"web_form","label":"File a complaint with BBB","value":"https://www.bbb.org/file-a-complaint","purposes":["poor_service","refund_request","billing_error","damaged_item","warranty_claim"],"notes":"Script-driven page. bbb.org robots.txt disallows automated access to /file-a-complaint/*. Sign-in is offered to follow complaints; it is not confirmed whether it is required to file.","source":"https://www.bbb.org/consumer-complaints/file-a-complaint/get-started","last_verified":"2026-10-12"},{"id":"bbb-directory","type":"web_form","label":"Find your local BBB","value":"https://www.bbb.org/bbb-directory","source":"https://www.bbb.org/all/bbb-dispute-handling-and-resolution","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"BBB is a nonprofit organization. It is not a government agency and holds no regulatory power.","source":"https://www.bbb.org/all/faq","last_verified":"2026-10-12"},{"kind":"deadline","claim":"BBB forwards the complaint to the business, usually within two business days.","source":"https://www.bbb.org/consumer-complaints/file-a-complaint/get-started","last_verified":"2026-10-12"},{"kind":"process","claim":"BBB contacts the business, asks for a response and acts as a neutral intermediary. It does not take sides and cannot force a business to act.","source":"https://www.bbb.org/all/faq","last_verified":"2026-10-12"},{"kind":"process","claim":"The complaint becomes part of the business's public BBB profile.","source":"https://www.bbb.org/all/faq","last_verified":"2026-10-12"},{"kind":"process","claim":"You do not have to contact the business before filing, but your local BBB will encourage it. Conciliation and mediation are voluntary; arbitration needs a contract clause or a signed agreement to arbitrate.","source":"https://www.bbb.org/all/bbb-dispute-handling-and-resolution","last_verified":"2026-10-12"}],"notes":"BBB has no phone number on its national FAQ; contact the local BBB through the directory. Scam reports go to BBB Scam Tracker: https://www.bbb.org/scamtracker"}}],"known_blockers":["Support center contact, returns and refunds need the Temu account holder's sign-in."],"security":{"official_domains":["temu.com","temuemail.com","temumail.com","temuofficial.com","temufavor.com"],"never_asks":[{"kind":"policy","claim":"Temu says official Temu emails do not ask for your Temu password, card security code, card number or PIN, Social Security or tax ID number, or answers to security questions. Its listed sender domains are temu.com, temuemail.com, temumail.com, temuofficial.com and temufavor.com.","source":"https://www.temu.com/support/c3/how-to-recognise-scam-emails-f-208-s-2039.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"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 for customs clearance.","source":"https://www.temu.com/support/c3/how-to-recognise-scam-emails-f-208-s-2039.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"Temu says it will not call you out of the blue to ask for your card number or other sensitive information, or ask you to transfer money.","source":"https://www.temu.com/support/c3/beware-of-various-telephone-scams-and-how-to-deal-with-them-f-208-s-4387.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"Temu says its customer support is always free of charge. If a third-party website offers Temu support for a fee, do not pay.","source":"https://www.temu.com/support/c3/temu-customer-support-is-always-free-f-208-s-7911.html","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"Callers who say they are from \"Temu Customer Service\", may already know your name, address and phone number, and push for payment by wire transfer, gift card, cryptocurrency or payment app.","source":"https://www.temu.com/support/c3/beware-of-various-telephone-scams-and-how-to-deal-with-them-f-208-s-4387.html","last_verified":"2026-10-12"}],"report_phishing":[{"id":"report-phishing-email","type":"email","label":"Forward suspicious emails that claim to be from Temu (preferably as an attachment)","value":"reportphishing@temu.com","purposes":["fraud"],"source":"https://www.temu.com/support/c3/how-to-recognise-scam-emails-f-208-s-2039.html","last_verified":"2026-10-12"},{"id":"report-suspicious-form","type":"web_form","label":"Report fake Temu ads, accounts, websites, texts, calls or financial fraud","value":"https://www.temu.com/bgch_report_suspicious.html","purposes":["fraud"],"source":"https://www.temu.com/support/c3/report-something-suspicious-on-temu-f-208-s-1841.html","last_verified":"2026-10-12"}]},"credibility":{"grade":"A","primary_share":0.971,"sources":{"primary":34,"other":1},"verified_from":{"page":18},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 97% of 35 sources are the organization's own pages or government sites.","dossier_last_verified":"2026-10-12"},"context":{"dossier":true,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"Temu's U.S. terms are with Whaleco Inc., a Delaware company and PDD Holdings subsidiary. After the U.S. ended the de minimis exemption in May 2025, Temu said U.S. orders would be handled by locally based sellers and fulfilled inside the country. Temu publishes no phone number on the pages checked; support runs through the in-app or web support center.","warnings":[]}},"escalation":[{"index":0,"rung":"frontline","channel":{"id":"support-center","type":"chat","label":"Temu support center (\"Contact us\")","value":"https://www.temu.com/support-center.html","purposes":["refund_request","lost_package","damaged_item","unauthorized_charge","account_access"],"access":"login","notes":"Select the order, then \"missing item/parts\" or \"package shows delivered but not received\".","source":"https://www.temu.com/support-center.html","last_verified":"2026-10-12"}},{"index":1,"rung":"supervisor","channel":{"id":"support-center","type":"chat","label":"Temu support center (\"Contact us\")","value":"https://www.temu.com/support-center.html","purposes":["refund_request","lost_package","damaged_item","unauthorized_charge","account_access"],"access":"login","notes":"Select the order, then \"missing item/parts\" or \"package shows delivered but not received\".","source":"https://www.temu.com/support-center.html","last_verified":"2026-10-12"}},{"index":2,"rung":"written_complaint","channel":{"id":"dispute-email","type":"email","label":"Informal dispute notice (required before arbitration)","value":"dispute@temu.com","purposes":["refund_request","poor_service"],"source":"https://www.temu.com/terms-of-use.html","last_verified":"2026-10-12"}},{"index":3,"rung":"payment_dispute","rules":["fcba-billing-error","efta-reg-e"]},{"index":4,"rung":"state_agency","agency_kind":"attorney_general","agencies":"Ask for the person's state, then call find_regulators."},{"index":5,"rung":"public","regulator":{"id":"bbb","name":"Better Business Bureau","level":"nonprofit","when_to_use":"Use when a business did not resolve a complaint and you want a neutral intermediary and a public record on the business's BBB profile. BBB is a nonprofit, not a government agency, and cannot force the business to act.","channels":[{"id":"complaint-form","type":"web_form","label":"File a complaint with BBB","value":"https://www.bbb.org/file-a-complaint","purposes":["poor_service","refund_request","billing_error","damaged_item","warranty_claim"],"notes":"Script-driven page. bbb.org robots.txt disallows automated access to /file-a-complaint/*. Sign-in is offered to follow complaints; it is not confirmed whether it is required to file.","source":"https://www.bbb.org/consumer-complaints/file-a-complaint/get-started","last_verified":"2026-10-12"},{"id":"bbb-directory","type":"web_form","label":"Find your local BBB","value":"https://www.bbb.org/bbb-directory","source":"https://www.bbb.org/all/bbb-dispute-handling-and-resolution","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"BBB is a nonprofit organization. It is not a government agency and holds no regulatory power.","source":"https://www.bbb.org/all/faq","last_verified":"2026-10-12"},{"kind":"deadline","claim":"BBB forwards the complaint to the business, usually within two business days.","source":"https://www.bbb.org/consumer-complaints/file-a-complaint/get-started","last_verified":"2026-10-12"},{"kind":"process","claim":"BBB contacts the business, asks for a response and acts as a neutral intermediary. It does not take sides and cannot force a business to act.","source":"https://www.bbb.org/all/faq","last_verified":"2026-10-12"},{"kind":"process","claim":"The complaint becomes part of the business's public BBB profile.","source":"https://www.bbb.org/all/faq","last_verified":"2026-10-12"},{"kind":"process","claim":"You do not have to contact the business before filing, but your local BBB will encourage it. Conciliation and mediation are voluntary; arbitration needs a contract clause or a signed agreement to arbitrate.","source":"https://www.bbb.org/all/bbb-dispute-handling-and-resolution","last_verified":"2026-10-12"}],"notes":"BBB has no phone number on its national FAQ; contact the local BBB through the directory. Scam reports go to BBB Scam Tracker: https://www.bbb.org/scamtracker"}}],"security":{"official_domains":["temu.com","temuemail.com","temumail.com","temuofficial.com","temufavor.com"],"never_asks":[{"kind":"policy","claim":"Temu says official Temu emails do not ask for your Temu password, card security code, card number or PIN, Social Security or tax ID number, or answers to security questions. Its listed sender domains are temu.com, temuemail.com, temumail.com, temuofficial.com and temufavor.com.","source":"https://www.temu.com/support/c3/how-to-recognise-scam-emails-f-208-s-2039.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"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 for customs clearance.","source":"https://www.temu.com/support/c3/how-to-recognise-scam-emails-f-208-s-2039.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"Temu says it will not call you out of the blue to ask for your card number or other sensitive information, or ask you to transfer money.","source":"https://www.temu.com/support/c3/beware-of-various-telephone-scams-and-how-to-deal-with-them-f-208-s-4387.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"Temu says its customer support is always free of charge. If a third-party website offers Temu support for a fee, do not pay.","source":"https://www.temu.com/support/c3/temu-customer-support-is-always-free-f-208-s-7911.html","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"Callers who say they are from \"Temu Customer Service\", may already know your name, address and phone number, and push for payment by wire transfer, gift card, cryptocurrency or payment app.","source":"https://www.temu.com/support/c3/beware-of-various-telephone-scams-and-how-to-deal-with-them-f-208-s-4387.html","last_verified":"2026-10-12"}],"report_phishing":[{"id":"report-phishing-email","type":"email","label":"Forward suspicious emails that claim to be from Temu (preferably as an attachment)","value":"reportphishing@temu.com","purposes":["fraud"],"source":"https://www.temu.com/support/c3/how-to-recognise-scam-emails-f-208-s-2039.html","last_verified":"2026-10-12"},{"id":"report-suspicious-form","type":"web_form","label":"Report fake Temu ads, accounts, websites, texts, calls or financial fraud","value":"https://www.temu.com/bgch_report_suspicious.html","purposes":["fraud"],"source":"https://www.temu.com/support/c3/report-something-suspicious-on-temu-f-208-s-1841.html","last_verified":"2026-10-12"}]},"credibility":{"grade":"A","primary_share":0.971,"sources":{"primary":34,"other":1},"verified_from":{"page":18},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 97% of 35 sources are the organization's own pages or government sites.","dossier_last_verified":"2026-10-12"},"dossier":{"title":"Temu — how complaints actually go","last_verified":"2026-10-12","file":"dossiers/temu.md","markdown":"## In short\n\nTemu 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.\n\n## How complaints actually go\n\n- 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](https://www.temu.com/support-center.html)\n- 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](https://www.temu.com/shipping-info.html)\n- 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](https://www.temu.com/terms-of-use.html)\n- 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](https://www.ftc.gov/news-events/news/press-releases/2025/09/online-marketplace-temu-pay-2-million-penalty-alleged-inform-act-violations)\n- 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](https://www.ftc.gov/legal-library/browse/cases-proceedings/232-3096-whaleco-inc-dba-temu-us-v)\n\n## What tends to work\n\n- 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](https://www.temu.com/return-and-refund-policy.html)\n- 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](https://www.temu.com/return-and-refund-policy.html)\n- Eligible fresh food that arrives damaged or defective can be refunded if you ask within 72 hours of delivery. [Temu return and refund policy](https://www.temu.com/return-and-refund-policy.html)\n\n## Traps and fine print\n\n- 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](https://www.temu.com/return-and-refund-policy.html)\n- Electronics may have a 45-, 60- or 90-day return window depending on the seller. [Temu return and refund policy](https://www.temu.com/return-and-refund-policy.html)\n- 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](https://www.temu.com/terms-of-use.html)\n\n## By the numbers\n\n- 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](https://theacsi.com/wp-content/uploads/2026/01/26jan_Retail-Shipping-Study-Final.pdf)\n\n## Scams that target customers\n\n- 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](https://www.temu.com/support/c3/how-to-recognise-scam-emails-f-208-s-2039.html)\n- 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](https://www.temu.com/support/c3/how-to-recognise-scam-emails-f-208-s-2039.html)\n- 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](https://www.temu.com/support/c3/beware-of-various-telephone-scams-and-how-to-deal-with-them-f-208-s-4387.html)\n- Third-party websites that charge for \"Temu support\"; Temu says its customer support is always free. [Temu: customer support is always free](https://www.temu.com/support/c3/temu-customer-support-is-always-free-f-208-s-7911.html)\n- Report fake Temu ads, accounts, sites or financial fraud through Temu's report form. [Temu: report something suspicious](https://www.temu.com/support/c3/report-something-suspicious-on-temu-f-208-s-1841.html)\n"},"guide":{"key":"retail","title":"Retail and online shopping — how complaints work","last_verified":"2026-10-12","file":"guides/retail.md","page":"https://escalate.alexgaoth.com/#/guides/retail"}}