Frequently Asked Questions (FAQ)

Getting Started with TUYA

What is TUYA?

TUYA is a digital platform reinventing same-day business-to-business delivery. TUYA connects businesses directly to a network of professional drivers to make same-day and courier deliveries simpler, fast and more convenient.

What types of services does TUYA offer?

Businesses can use TUYA for their same-day delivery needs. TUYA is currently available in Houston and is rapidly expanding, starting with San Antonio in December 2019.

How do I set up a TUYA account?

You can register for TUYA by going to TUYAnow.com. Once you confirm your email address, and add your credit card, you’ll be able to start placing orders. If you would like to be placed on credit terms instead of using a credit card, call 833-TUYA-NOW.

For on-the-go shipping, download the TUYA Shipper app from the Google Play Store after registering online.

For an in-depth tutorial, please watch this video:

Placing an Order

How do I place an order with TUYA?

You must register at TUYANow.com, confirm your email address and add a credit card before you can place an order. If you would like to be placed on terms instead of a credit card, call 833-TUYA-NOW.

After logging in, provide the pickup address, items to be picked up, and the delivery time frame. You will also need to provide the delivery address and have the option to select your driver.

For an in-depth tutorial, please watch this video:

What is a general offer?

A general offer allows your order to be picked up and delivered by any qualified delivery professional in the area.

What is a limited group?

A limited group is a group of your preferred drivers. By using a limited group, you can offer your order to a predetermined group of drivers you trust.

What is an exclusive offer?

An exclusive offer allows you to assign your order directly to a specific driver.

Can I track my package in real-time?

Yes. Real-time tracking is set with a 3-minute delay for driver safety and the security of your cargo.

How far in advance can I schedule a delivery?

You can schedule a delivery a day in advance.

What is the cut-off time when placing an order?

There is no definitive cut-off time as we operate 24 hours per day. We have drivers who work nights and weekends. However, we recommend that you make deliveries during standard business hours as available drivers will be reduced during non-business hours. If you place an order after normal business hours, call 833-TUYA-NOW to ensure it delivered.

How do I modify an order?

Login to your account and then select the order you would like to modify by either expanding the order or viewing the details. Then you will see a button to edit your order. Available edits may be limited due to the status of your order. Contact us at 833-TUYA-NOW if you need further assistance.

How do I cancel an order?

Login to your account and then select the order you would like to modify by either expanding the order or viewing the details. Then you will see a button to cancel your order. Contact us at 833-TUYA-NOW if you need further assistance.

Pricing

How much do deliveries using TUYA cost?

With TUYA, you will always have upfront pricing before you place an order. The price depends on factors such as the level of urgency, the distance, the weight, and the prevailing traffic conditions.

Are there any extra fees?

A wait time fee could be added if a delivery item isn’t ready when a driver arrives. If a driver is unable to deliver a package, an attempt fee may also be applied. 

Help with Same-Day Deliveries 

Are there any restrictions on the items I can send same-day?

Items must be under 3,000 pounds and be able to fit in a sprinter van. We cannot ship hazardous materials or people.

What policy and procedures does TUYA have for handling fragile materials?

Delivery professionals handle each item as instructed. When placing an order, please provide instructions on material handling. Make sure that your delivery item is packaged accordingly.

What if I have a question not listed here?

Please contact customer support at 833-TUYA-NOW.

Delivery Professionals 

How can I add a delivery professional to a limited group?

In order to add a delivery professional to a group, the delivery professional must have driven for you before.

My preferred delivery professional doesn’t appear in the search results. How can I send this driver an exclusive order?

For privacy reasons, you cannot search for a driver using their name until they have already made a delivery for you. You must know their driver number, or the driver must have driven for you before. Please ask your preferred driver for his/her driver number in order to send an exclusive offer to them.

Are delivery drivers on the TUYA platform employees?

No; they are independent contractors.

Will the delivery professionals wear uniforms or any identification?

All drivers are encouraged to wear a TUYA lanyard and an ID badge that will include their driver number.

Where can I file a complaint against a delivery driver?

We strive to provide the very best service. If a driver did not meet your expectations, please contact the TUYA helpline at 833-TUYA-NOW, and we will work to correct the issue.

Can’t find your question?

We’re here to help. Get in touch and we’ll get back to you as soon as we can.

Email Us

help@tuyatech.com

Call Us

844-240-8892