Help by GennieA simple habit: keep your own order record
A few screenshots now can save a lot of time later.
Temu order trouble? Get friendly, step-by-step help any time.
Help by Gennie is an independent online support service for Temu shoppers. Call or request a callback, any hour, and we will help you understand your options and what to do next.
Pick what sounds like you
If one of these sounds familiar, call us or read the Learning Corner.
"My tracking number shows nothing"
Why that happens and what to try before worrying.
"The charge looks wrong"
The difference between a hold and a real charge.
"It arrived broken"
How to take photos that make your case clear.
"I ordered a gift"
Sending to someone else without delivery mix-ups.
"I got a strange message"
How to check a link or text before you tap.
"I just need a person"
Call any time and talk it through with us.
Getting started is easy
Three small steps, and you can stop at whichever one solves it.
Choose your topic
On the contact page, tap what matches and see what to gather.
Call or book a callback
Reach us at any hour, or leave a number and a time window.
Follow the plan
We explain your options and what to do in the Temu app.
Independent, and proud to say it
Help by Gennie is not Temu and is not affiliated with, endorsed by or sponsored by Temu. We cannot see your account or approve any refund or claim. We are an online-only service with no public office, and we offer guidance only. Official support lives in the Help section of the Temu app.
Fresh from the Learning Corner
Short reads for when you prefer to figure it out yourself.
Check a link before you tap it
Fake order texts are common. Here is a quick safety routine.
Sending a Temu order to someone else: avoiding delivery mix-ups
Gift orders go wrong in a few predictable ways.
We are here when you need us
Day or night, a real conversation is one call away.
Call 1-888-884-3909