Help by GennieHelp by Gennie is an online-only support service for Temu shoppers. We listen, we explain, and we help you decide what to do next. We are independent, so Temu makes every final decision.
Where is my order?
Tracking that will not load, packages that seem stuck, and deliveries that did not arrive. We explain what the updates mean and when to follow up.
Getting money back
Return steps, refund timing, and how to check whether your money is on its way.
When the item is not right
Broken, wrong or very different from the listing. We show you how to document it and ask for help clearly.
Making sense of charges
Holds, posted charges, split payments, coupons and credits explained in everyday words.
Account access and safety
Sign-in problems, secure habits, and what to do about activity you do not recognize.
Apps and websites that misbehave
Practical fixes for errors, crashes and checkout that will not finish.
What we do not do
- We cannot approve or change anything for Temu.
- We never ask for your password, codes or full card number.
- We do not promise outcomes.