Get help with an order on TikTok Shop
If you need help, we are always happy to assist you. We also offer a number of self-service options that allow you to solve your issue. Here are a few ways to ask for help.
Ask the seller
If you need help with an order, the seller you purchased your order from is the best person to help you. Sellers can help if you need to:
- Check your order status
- Update your shipping address
- Make a change to your order
- Request a refund, return, or exchange
- Request a cancellation
If you'd like to chat with the seller, please follow the steps below:
- Find the shop in the TikTok app. You can find this by tapping on your Profile icon in the bottom right corner, then tapping Your orders.
- For Android users: Tap Orders on the top left. Find the order you need assistance with, then tap the seller's name.
- For iOS users: Find the order you need assistance with, then tap the seller's name.
- Tap the Message button next to the seller's name. This will bring you to a chat with the most common FAQs or you can message the seller directly.
Communicate with TikTok Customer Service
The seller can usually answer any questions you have about your order. If the seller is unable to help you, you'll need to open a case with TikTok Customer Service to get further assistance. You can submit a question by following the steps below:
- On the main TikTok Shop page, scroll along the navigation buttons at the top and you'll see the Help button on the far right. (Alternatively, you can tap on your Profile on the bottom of the screen, then tap Your orders, then you'll find Help on the top right.)
- Tap Help, then you will see your order details and related FAQs.
- Tap the red Get Help button, then select the question you have. This will pull up information about your question as well as the Contact us button at the bottom. Note: Some platforms may not have the red Get Help button. Proceed to Step 4.
- If you have found your answer in the FAQs, great! If not, you can choose to either Chat with Live Agent or Send message at the bottom of the screen. Note: Some platforms will have these options: Live Chat or Submit a Ticket. Choose either to reach out to TikTok Customer Service for help.
- We will look into your question and get back to you as soon as possible!
Buyer Protection Program
After the standard return or refund period of 30 calendar days has passed, customers may still be entitled to raise a case for a return or refund under the TikTok Shop Buyer Protection Program within 90 calendar days.
The Buyer Protection Program aims to protect customers when purchasing from TikTok Shop. If you experience product issues and are unable to resolve the issue directly with a seller, you can raise a case to TikTok Customer Service within 90 calendar days from the date the order status is updated to "Delivered."
Learn more about the Buyer Protection Program by tapping the link on your Order details page (some restrictions and conditions apply).
Note: You must be 18 years or older to make purchases on TikTok Shop.