Support

One inbox, staffed by the people who built the app

Everything reaches us at support@numama.shop. There is no phone line and no ticket portal — an email gets to the same place either way. Write from the address on your NuMama account so we can tell it is you.

How quickly we reply

Safety concerns and reports of objectionable content — we aim to act within 24 hours, every day
Problems with an order — usually within one business day
Everything else — within two business days

If an order has a release deadline showing in the app, email us before that deadline. Once funds release to the seller we can no longer reverse them for you.

What to include, whatever you are writing about

The email address on your NuMama account
The order number, if there is one — open the order in the app and it is at the top
The item name, and the other person’s username
What you expected to happen, and what happened instead
Screenshots. They save an entire round trip

Problem with an order

Email support@numama.shop with the subject Order problem. Item never arrived, arrived broken, was not what the listing described, the seller has gone quiet, the handoff never happened — all of it goes here.

Some things you can settle yourself, faster than we can:

Not shipped yet? Either the buyer or the seller can cancel the order in the app and the buyer is refunded in full — the item, the shipping, and the service fee.
Pickup that never happened? If nobody redeems the handoff code within 7 days of payment, the buyer is refunded automatically. You do not need to email us for that.
Already shipped? That one needs us. Email before the release deadline on the order.

One limit worth knowing before you write: if you agreed a local cash deal, we never held the money, so there is nothing for us to refund and no dispute for us to open. We can still take a report about the person, and we can hand what we hold to police if you ask — see the safety path below.

Report a user or a listing

The fastest route is in the app: every listing, profile and conversation has report and block controls, and using them attaches the right context automatically. Use them first.

To report by email instead, or to add detail to a report you already filed, write to support@numama.shop with the subject Report and include the username, the listing name, and screenshots of what you saw.

Report abusive messages, harassment, scams and misleading listings, impersonation, and anything in our community standards that has been broken. Also report banned items — used car seats above all, and anything you know to be recalled. We aim to act on reports of objectionable content within 24 hours, and we may remove content, restrict an account, or ban a user permanently.

Safety concern

If you are in immediate danger, call 911 first. Contact us afterwards — we are not an emergency service and we cannot respond in real time.

Then email support@numama.shop with the subject Safety concern. Use this for a threatening or frightening meetup, someone who will not take no for an answer, a person who turns up somewhere you did not agree to, or content involving a minor.

For any meetup arranged through NuMama we hold a record of who arranged to meet, when, and about which item. We will preserve that record on request and hand it to law enforcement when you ask us to, or when they ask us directly. Tell us in your email if you want it preserved — say so early, and it is kept regardless of what happens to the accounts involved.

A note on what identity verification does and does not do: a completed check means a government-issued ID was verified as authentic, and in most states matched a live photo of the person presenting it. It is not a background check and it is not a judgement about anyone. Meet in a public place, in daylight, and bring someone with you if you can.

Other things

Deleting your account — here is how, including what happens to orders that are still open.
Your data — access, correction and deletion requests are covered in our Privacy Policy.
Payouts and Stripe onboarding — the app shows your real payout status under Profile → Payouts. If it is stuck, email us with the subject Payouts.
The rules — fees, held funds, refunds and chargebacks are all set out in our Terms of Use.