Temu Contact Information
Phone
Live Chat
Office
Need to contact Temu about an order, refund, or issue? While Temu's customer service has improved significantly since the platform launched, knowing the right channel to use can mean the difference between a quick resolution and hours of frustration. In this guide, I'll walk you through every way to contact Temu support and share tips for getting your issues resolved fast.
Having dealt with Temu customer service dozens of times over the past two years, I can tell you that the in-app chat is by far the fastest and most effective method for most issues. However, different situations call for different approaches, and I'll break down exactly when to use each contact method.
Method 1: In-App Live Chat (Fastest)
24/7 Live Chat Support
Average Response: 1-5 minutesThe in-app chat is Temu's primary support channel and the one they've invested the most resources into. It's available 24 hours a day, 7 days a week, and typically connects you with a support agent within minutes.
Open the Temu App
Log into your account and tap your profile icon (usually labeled "You" at the bottom right).
Find the Support Icon
Look for the customer service icon (headset) in the top-right corner of your profile page.
Enter Support Center
Browse common topics or tap "Chat with Temu" to start a live conversation with support.
Describe Your Issue
Type a clear description of your problem. Include order numbers, screenshots, and specific details for faster resolution.
Pro Tip: Skip the Bot
When you first open chat, you'll interact with an automated assistant. If your issue isn't in the common categories, type "speak to agent" or "human" to skip to a live representative. This saves time on complex issues.
Method 2: Phone Support
Temu Phone Number
1-888-495-8368Temu offers phone support for customers who prefer speaking to a representative directly. However, phone support has more limited hours than chat and may have longer wait times during peak periods.
Phone Support Hours: 7 AM - 11 PM EST, Monday through Sunday
Best for: Complex issues that require detailed explanation, urgent matters, or if you're uncomfortable using the app.
In my experience, phone support is helpful but often redirects you to the app for certain actions (like processing returns). The wait time varies – I've connected within 2 minutes on quiet weekday mornings and waited 25+ minutes on weekend afternoons.
Method 3: Email Support
Email Contact
Via In-App Support or WebsiteTemu doesn't publish a direct customer service email address. Instead, email support is accessed through the in-app help center or website support page. This method is best for non-urgent issues or when you need to provide detailed documentation.
Response Time: 24-48 hours typically
Best for: Issues requiring documentation, escalations, or when you need a written record of your communication.
Method 4: Social Media
Temu maintains active social media accounts that sometimes respond to customer inquiries:
- Twitter/X: @shikimu or @tikimu (responses vary)
- Facebook: Temu official page
- Instagram: @temu
Social media isn't an official support channel, but public complaints sometimes get attention. I wouldn't recommend this as a first resort, but it can be useful for escalating issues that haven't been resolved through normal channels.
Response Times Comparison
Expected Wait Times by Method
Common Issues and Best Contact Methods
Different issues are best handled through different channels. Here's which method to use for common Temu problems:
Order Not Delivered
Tracking shows delivered but package not received, or delivery is significantly late.
Best: In-App ChatReturn/Refund Request
Want to return an item or request a refund for a product issue.
Best: In-App Self-ServiceWrong Item Received
Received a different product than what was ordered.
Best: In-App Chat + PhotosAccount Issues
Login problems, security concerns, or account access issues.
Best: Phone SupportPayment Problems
Charged incorrectly, duplicate charges, or payment not processing.
Best: In-App Chat or PhoneEscalation Needed
Issue not resolved through normal channels after multiple attempts.
Best: Phone + Social MediaSelf-Service Options (Fastest Resolution)
Many issues can be resolved without contacting support at all. Temu's self-service tools in the app handle most common requests:
Requesting a Refund
- Go to "Your Orders" in the app
- Find the order and tap on it
- Tap "Return/Refund"
- Select your reason and follow prompts
- Submit with photos if item is damaged/wrong
Quick Refunds
For many issues, Temu issues credits or refunds immediately without requiring you to ship the item back first. This is especially common for low-value items or first-time return requests.
Tracking an Order
- Open the Temu app
- Tap "Your Orders"
- Select the order you want to track
- Tap "Track" to see detailed shipping status
Canceling an Order
- Go to "Your Orders"
- Find the order (must be before shipping)
- Tap "Cancel Order"
- Select your cancellation reason
- Confirm cancellation
Note: Orders can only be canceled before they ship. Once an order is shipped, you'll need to wait for delivery and then request a return.
Tips for Faster Resolution
1. Have Your Information Ready
Before contacting support, gather your order number, product details, and any relevant screenshots. This speeds up the process significantly.
2. Be Clear and Specific
Instead of "my order is wrong," say "Order #12345678 - I ordered a blue XL shirt but received a red M shirt. I need the correct item or a refund."
3. Use the Right Channel
Simple issues like refunds work best through self-service. Complex issues work better through chat where you can share photos and have a real-time conversation.
4. Be Patient but Persistent
If your first attempt doesn't resolve the issue, try again. Different agents have different levels of authority and experience.
5. Take Screenshots
Screenshot all conversations with support. This creates a record you can reference if you need to escalate.
Temu Corporate Address
For legal matters or formal correspondence, Temu's corporate office is located at:
Temu (WhaleCo Inc.)
Suite 355
31 St. James Avenue
Boston, Massachusetts 02116
United States
Note: This is an office address only. Returns should not be sent here – use the return label provided in the app.
Frequently Asked Questions
Temu's customer service phone number is 1-888-495-8368. Phone support hours are 7 AM - 11 PM EST, Monday through Sunday. For 24/7 support, use the in-app live chat feature instead.
Yes, Temu offers 24/7 customer support through their in-app live chat feature. Phone support has limited hours (7 AM - 11 PM EST), but chat is available around the clock for immediate assistance with any issue.
The fastest way to request a refund is through the Temu app's self-service feature: Go to "Your Orders," select the order, tap "Return/Refund," and follow the prompts. For issues requiring human assistance, use the 24/7 in-app chat or call 1-888-495-8368.
In-app live chat typically connects within 1-5 minutes. Phone support may have wait times of 5-20 minutes depending on call volume. Email or message responses usually take 24-48 hours.
Temu's customer service has improved significantly and is generally considered responsive. The in-app chat is particularly effective, with quick connections and agents authorized to issue refunds and credits. Complex issues may require multiple contacts, but most problems get resolved.
Temu doesn't publish a direct customer service email. However, you can submit written inquiries through the in-app support center or website help page. Responses typically take 24-48 hours.
If multiple attempts through normal channels don't work, try escalating by calling phone support and asking for a supervisor, posting publicly on social media, or filing a complaint with your credit card company for payment disputes.
In the in-app chat, type "speak to agent" or "human" to bypass the automated assistant. For phone support, call 1-888-495-8368 during business hours (7 AM - 11 PM EST) and follow the prompts to reach a representative.