What happens if “Item received” is confirmed by mistake?
Your package will still be delivered. You can track its progress on the Order page under Package Details. If you need more updates, please contact the delivery company.
What should be done if the wrong or an extra item arrives?
Log in to your Temu account to request a refund. Clearly explain what was wrong or missing, and choose how you’d like to receive your refund. After your request is reviewed, they’ll process your refund.
Why do large or heavy orders arrive in separate packages?
Large or heavy orders might be split into separate packages to make delivery easier. Check 'Your Orders' for details on each package. If something is missing, make sure it’s not in another package first. If you still can’t find it, please contact customer service for help.
What steps to take if a package is missing?
Double-check your address and ask your family or neighbors if they accepted the package for you. Look around your home for any delivery notes. Sometimes, packages arrive up to 48 hours after they’re marked as delivered.
How are delivery times shown and calculated?
You can see delivery times on the item page and in 'Your Orders.' Shipping and processing times depend on your order and location. Most orders arrive within the estimated time frame.
How long do refunds take to process?
Once they check your returned item, they’ll issue your refund. If you used your original payment method, you’ll get your money back in 5 to 14 business days. If you choose Temu credit, the refund is processed in just a few minutes.
How can refund progress be tracked?
You can track your refund in 'Your Orders' on the Temu app or website. They’ll also send updates through account messages or order emails. Most refunds take 5 to 14 business days, but sometimes it can take up to 30 days.
What compensation is available for late or lost orders?
If your order is late, you may receive a credit as compensation. If your order is lost or never arrives, you can request a full refund.
When are most orders shipped?
Most orders ship within 1 to 3 days after you make your purchase. Some items, like presale or large products, might take a bit longer. You can find estimated delivery dates on your order details page.
Can an order be cancelled or refunded after being packed?
Once your order is marked as 'Ready to ship,' it can’t be cancelled or refunded. After delivery, you can return most items for free once per order, unless they are marked as special items.