User Communication

User Communication

Clear communication is essential for a smooth marketplace experience. Whether you need to clarify a delivery time with a vendor or report an issue to customer support, ITUNU Marketplace provides simple, accessible channels to get the help you need — fast.



Contacting Vendors

Have a question about a product before ordering? Need to confirm availability or ask about spice levels for a prepared meal? You can contact vendors directly through the platform.


How to Reach a Vendor:

  1. From a Product Page:

    • Tap “Contact Vendor” located near the vendor’s name or product description.

    • A message window will open for you to type and send your question.

  2. From Your Order Page:

    • Navigate to “My Orders,” select the relevant order, then tap “Message Vendor.”

    • This is helpful for coordinating pickup or clarifying details after an order has been placed.

Response Time: Most vendors reply within a few hours, though response times may vary depending on operating hours.

Note: Please keep messages respectful and only use vendor messaging for order-related communication. Misuse of the feature may lead to account restrictions.




📞 Contacting Customer Support

Need help beyond what the vendor can provide? Our friendly customer support team is here to help with any issue — from technical glitches to delivery complaints.


Ways to Contact ITUNU Marketplace Support:

  1. In-App or Website Chat:

    • Tap the “Help” or “Support” button (typically found in the bottom corner of the app or website).

    • You’ll be connected to a live support agent or can leave a message.

  2. Support Ticket:

    • Visit My Orders > Report an Issue, select the relevant order, and choose a reason.

    • Fill out the short form and submit. A support agent will get back to you within 24–48 hours.

  3. Email Support:

    • You can reach us at hello@itunumarketplace.com for general inquiries or unresolved complaints.

    • Please include your name, order number (if applicable), and a short description of the issue.

  4. Phone Support (Coming Soon):

    • We're working on enabling call support during business hours for faster issue resolution.

Support Hours:

  • Weekdays: 9 AM – 7 PM EST

  • Weekends & Holidays: 10 AM – 5 PM EST
     (Please note response times may be longer on weekends or public holidays.)


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