Questions are answered by people, discreetly, and usually within one business day. There is no phone queue and no chatbot.
Write to support@teemcw.com. It is the fastest way to reach us and the only channel we monitor, so nothing gets lost between systems.
When we reply
Monday to Friday, 9:00 to 17:00 PT. Messages sent outside those hours are answered on the next business day. We do not reply at weekends or on US public holidays.
What to include
If your message is about an order, include the order number from your confirmation email. That one detail is usually the difference between a same-day answer and two days of back and forth. If you no longer have the email, tell us the delivery postcode and the approximate date you ordered, and we will find it.
What we can help with
- Order status. Where a parcel is, and what the tracking is telling us.
- Changes before dispatch. Address corrections and cancellations, while the order is still with us.
- Returns. How to send something back, and what happens next.
- Product questions. Materials, dimensions, cleaning and compatibility.
- Payment problems. A card that was declined, or a charge you do not recognise.
What we cannot help with
We are a retailer, not a clinic. We cannot give medical advice, and nothing we sell is a medical device. If you have a health concern, speak to a qualified clinician.
Privacy
Support messages are read only by the people answering them. We do not share what you bought, or that you bought from us at all, with anyone beyond the carrier that delivers the parcel and the provider that processes the payment.
Before you write
Our FAQ, shipping and returns pages answer most questions immediately, at any hour.