Delays in package delivery from online platforms like Temu, unfortunately, are not uncommon. If your order is delayed, there is no need to panic immediately. There are several steps you can take to determine the reason for the delay and possibly expedite the delivery.
Buyers who do not receive their orders on time may be eligible for compensation from the online marketplace. The cashback service Megabonus will explain what it is and how to receive it.
What to do if your package is delayed
Log in to the Temu website. If you are new to the marketplace, register.
- Go to the main page of the marketplace.
- In the top right corner, select the “Sign in / Register” tab. To register, use your email address, phone number, or active accounts from Apple, Google, or Facebook.
- Complete your account setup in the personal dashboard. Enter your delivery address. Link your bank cards for payment.
Check the status of your order on the website or in the Temu app—you can track your package’s location and estimated delivery date. Pay attention to all messages and notifications related to your order. They may already contain information about the delay, such as customs procedures or logistics issues.
The next step is to contact Temu customer support. When reaching out, provide your order number and describe the issue in detail. Be polite yet persistent in your request. Customer support should provide you with information about the delay and possible delivery timelines.
In some cases, delays may be caused by external factors beyond Temu’s control, such as weather conditions, holidays, or high courier service workloads. In such situations, you can only wait and periodically check your order status.
If the delay is significant, you can open a dispute or request compensation.
What Is Temu’s compensation?
If the item is not delivered by the specified deadline (or earlier), the marketplace will provide compensation in the form of credit within two days.
The credit amount will be credited to the buyer’s balance in the currency used when placing the order, converted at the exchange rate at the time of purchase. Detailed information on the compensation amount can be found in the “Orders” section.
The “specified delivery date” refers to the latest date in the range specified in the order information. If an order includes multiple shipments, all of them (except for reshipped ones) must be delivered by that date. Otherwise, the buyer receives a credit bonus.
Want to shop online and save money? Register for the Megabonus cashback service.
Get more money back and unlock more benefits by installing the browser extension. The plugin will remind you to activate and track cashback. Immediately after installation and for the next seven days, you will receive an additional +7% cashback.
Compensation amount
If delivery is delayed, the buyer is entitled to monetary compensation as follows:
- $5 for standard delivery;
- $13 for express delivery.
When shopping on Temu, new users can get up to 15.41% cashback, while existing users can get up to 4.69% of the purchase amount. To do this, activate cashback on our website or in the mobile app before placing an order.
Cases where compensation is not provided
According to the marketplace policy, there are several cases where compensation is not provided for delayed packages:
- Force majeure circumstances: natural disasters (hurricanes, floods, earthquakes, etc.), strikes, adverse weather conditions, or restrictions due to epidemiological situations.
- Incorrectly entered delivery address or postal code.
- Issues with the courier service.
- Delivery to a designated pickup point (such as a post office or parcel locker) before the specified deadline.
- The courier’s inability to contact the recipient.
- Delays in shipment or delivery due to late payment of customs duties and taxes.
- Changes in legislation, customs regulations, or customs clearance policies.
Each order, regardless of the number of shipments, can only be compensated for a delivery delay once. If Temu’s customer support has already provided compensation, repeated reimbursement for the same order is not available.
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