Support
Frequently Asked Questions
Please select a topic, so we can direct you to a skilled specialist.
I would like help with
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To log out, please click "Sign Out" at the top right corner of the webpage.
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We're invested in creating a safe, secure environment for our customers to shop. In addition to achieving major industry standards, information on our website is encrypted, and we're also PCI-DSS compliant.
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- You can update your details under “MY ACCOUNT”
- Adding us to your “SAFE SENDER” list ensures that you receive important notifications from us!
- To decide what emails you receive, click “EMAIL PREFERENCES” under “MY ACCOUNT”
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When making a purchase at a U.S. online store and prompted to fill in your Shipping Address, please ensure you enter your U.S. address correctly.
Your U.S. address is displayed in the top right corner of the website when you sign into your account. When asked for the county, indicate Multnomah.
Please be sure to include your comGateway registered name and Suite ID in your U.S. address. Your Suite ID is unique to your account and enables us to identify that your packages belong to your account when they arrive at our warehouse. Your Suite ID is included in your US address prefixed by ‘c/o’.
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Due to our large volume of packages and in order to enhance sorting and delivery performance, the United States Postal Service has provided us with our own ZIP code (97252). However, some online stores may not recognize this yet, so we encourage you to use the old ZIP code (97220); you may use 97252 but only if a store prevents you from using the other. Both zip codes are valid.
Additionally, some online stores require a ZIP+4 code. The first five digits indicate the destination post office or delivery area. Whereas, the last 4 digits represents a specific delivery route within that overall delivery area. If asked by the online store, please use the ZIP+4 code below:
- 97252-0001 (primary)
- 97220-6843
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Update your address book on all the online stores you shop from, and make sure to have all your deliveries shipped to the new address moving forward.
For packages being delivered to the old address, no need to worry. We will continue to receive and redirect them to the new address for 30 days from when we moved to the new warehouse.
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How to add a Payment Method
under "My Account", select the (+) on the right of "Payment Methods".
To make payment with PayPal or China UnionPay, select this option only at checkout.
How to remove a Payment Method
under "My Account", opt to "delete" a payment method.
As PayPal and China UnionPay payment details are not saved, it is not possible to "remove" these payment methods.
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For security reasons, each credit card can only be added to an account once. Please use a different payment method if you’ve used this card before.
If you experience issues in adding your card, we recommend checking out using PayPal, and pay with your debit or credit card. Simply click PayPal upon checkout.
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We accept Visa, American Express, JCB, China Unionpay, Mastercard, and PayPal as payment.
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We're sorry to hear that. These solutions work for most of our customers, do give them a try:
- Clear your cache and cookies and try again
- Make payment using a different browser
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Prime membership offers frequent customers many exclusive benefits, including extended warehouse storage, shipping offers, Express Shipping, Repack, and more! Every 3 shipments you make entitles you to 6 months of Prime membership
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Every 3 shipments you make rewards you with 6 months of Prime membership. If you make 6 shipments in a day, you enjoy 12 months of Prime membership.
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Use your CGW Dollars to offset BuyForMe transactions, payment requests, or shipping fees!
Every CGW dollar is worth 1 USD. CGW$ are given out as part of promotional efforts. Subscribe to our newsletters to be notified of our promotions.

I would like help with
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Click "Dashboard", enter the item's tracking number at "TRACK ORDERS".

If you don't have the item's tracking number: Please contact the online store you shopped with to get this information.
If the package arrived more than 2 business days ago, but isn't showing in your account, reach out to us below!
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Please contact the online store as soon as possible, to request a refund, or replacement shipment. As the package is not at our warehouse, we are unable to assist further on this.
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Click "Dashboard", enter the item's tracking number at "TRACK ORDERS".

If you don't have the item's tracking number: Please contact the online store you shopped with to get this information.
If the package arrived more than 2 business days ago, but isn't showing in your account, reach out to us below!
Quick Answers
Most Common Possibilities:
- The item has only just arrived, and is still undergoing inspection. Packages received by us and inspected to be safe for shipping, are matched to your account within 1 business day of receipt on a first-arrived-first-matched basis
- The item could be showing as delivered even though the delivery truck is only scheduled to pop by our warehouse later
- While unlikely, the package could be misdelivered even if the item has been "delivered" to the correct ZIP code. This is because multiple addresses in one U.S. region share the same ZIP code. If this has happened, please contact the online store as soon as possible, to request a refund, or replacement shipment. As the package is not at our warehouse, we are unable to assist further on this.
I would like help with
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You can combine packages into one container once they reach your U.S. address to reduce your shipping weight. OneBox is the best and cost-effective way to ship multiple packages from various online stores by repacking and combining them. Click here to learn more.

OneBox Terms and Conditions
By confirming this request, you agree and allow comGateway to discard or cut external packing materials to reduce volumetric weight. This may affect its eligibility for Returns, depending on the merchant's policies. We do not guarantee that all your items will fit in one container, but trust that our expert warehouse team will put them in the least number of boxes or polybags without compromising its safety during international delivery. This process cannot be undone and is irreversible. OneBox package(s) is not eligible to be combined with other packages nor split into multiple packages. Processing will take up to 2 business days to complete. However, depending on the complexity of your instructions, additional processing days may be needed. We cannot guarantee that all additional instructions will be carried out. If OneBox is not feasible on your selected packages, we’ll notify you and payment will be refunded.
Tip: If you have a specific idea of how you want your shopping repacked (i.e., bag folded in half, SD card inserted into the bag, etc), do share these ideas with us, and we'll try our best to accomodate your request!
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Repack services are offered when we are sure that repack will help reduce your shipping fees.
Whereas, items considered unsuitable for repack
when the volumetric weight of a package is not much greater than its actual weight
items were already received in a polybag. This is usually the best weight saving container available for your order.
items requiring added protection/padding e.g., electronic devices or fragile items; or the package contents may be compromised when repacked
If repack is not offered, but you would like us to assess your items for repack anyway, we’ll be glad to check it for you at no cost. Contact us below to get started!
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If our processing team assesses that your package can be repacked, we will offer an option at international shipping checkout, to repack your packages, cutting down the original package to give you the maximum savings possible.

Charges for Repack
Box cut downs: US$7 charge per package (US$5 for Prime customers)
Box transferred to bag: US$5 charge per package (US$3 for Prime customers)
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Crating ensures fragile items with insufficient protection arrive safely at their international destination. When an item is flagged for crating due insufficient protection, a customer may:- Ship the parcel as it is. Insurance will only cover lost or missing items, and not item damage, or
- Crate the package, so it is insured against damage. Crating fees are quoted upon request, and crating may affect final shipping weight.
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If your package has been classified incorrectly, please let us know. We shall update the item classification if the provided details are deemed more accurate.
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We've declared a value for the package based on its accompanying packing list. If you would like to update the declared value of a package, please provide us with the receipt displaying the correct value.
For Customs Clearance purposes, receipts which come with packages cannot be removed.
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“Package checking is offered upon request for US$5.00 and is fulfilled within 1-2 business days. Please contact us below, to request this.”
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We recommend using LIVE ESTIMATE to get a guaranteed estimate on shipping fees, even before you shop!
Shipping charges are calculated using a flat fee for the first half kilogram, with a lower subsequent fee charge for every additional half kilogram.
Shipping weight is determined by volumetric and actual weight of a shipment – whichever is greater. Volumetric weight is calculated by the multiplying the dimensions of a package and dividing the result via a volumetric factor.
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All packages enjoy 30 days of free storage, whereas Prime customers' packages enjoy 60 days of storage. While we would be happy to do a one-time extension of your package's storage period, we reserve the right to discard any packages which have been in our warehouse for over 90 days.
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Packages containing flammable or dangerous items (such as aerosol sprays, makeup containing alcohol, or anything flammable), are considered ORM-D, and cannot be shipped as general cargo.
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Yes you may!
However, lithium batteries are subject to additional regulations, due to the potential danger of fire. These regulations vary by country and courier, and couriers will not ship batteries to certain countries. In general:
- A package can have a maximum of two items with lithium batteries
- All lithium batteries in any form must be transported in a box
- A battery’s size and strength, and how it is packaged (example: pre-installed/ packed with device/ loose) will influence its applicable regulations and restrictions
- Loose lithium batteries (e.g., powerbanks, GoPro batteries) must be shipped separately
These regulations are complex, but our team of trained specialists can arrange for export of most lithium batteries and electronic devices containing these batteries. As a result, packages containing lithium batteries will be subject to a lithium battery processing fee.
For assistance determining if your lithium battery item can be repacked with other items or if comGateway can ship lithium batteries and electronic devices containing these batteries to your country, please contact our Customer Service team.
SHIP SEPARATELY IN A BOX | SHIP IN A BOX |
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GoPro battery | All Apple devices (iPhone, iPad, etc.) |
Powerbank | Camera |
Watch | |
All wearables (Fitbit, Misfit, etc.) | |
E-book reader | |
Gaming devices (PSP, Nintendo 3DS, Wii U, etc) | |
Portable electronics (Anything with a screen and a battery, e.g. Laptop, tablet etc.) |
Prohibited Items
- perfumes
- colognes
- eau de toilette
- fragrance sprays
- nail polish & nail polish removers
- toners
- sanitizers
- after shaves
- essential oils & diffuser oils
- alcoholic beverages
- compressed gas cylinders
- sprays
- aerosol cans
- hairsprays
- shaving creams
- hair mousse
- treatments containing alcohol (Rogaine)
- fuels
- battery fluids
- gasoline
- lighters with lighter fuel
- petroleum
- gas torches
- bleach
- paint thinners & removers
- adhesive products (glue, silicone)
- turpentine
- fertilizers
- weed killers
- insecticides
Lithium batteries unless they comply with the following packaging requirements;
- contained in properly packaged equipment
- batteries securely cushioned & packed to prevent short circuiting
(any product which can be used in military, chemical or biological weapons, missile technology, or nuclear proliferation)
- handcuffs
- leg cuffs
- ankle cuffs
- police-type batons
- spraying & fogging systems
and associated equipment & offensive weapons
- sharp items such as hunting knives and swords
- imitation arms including toy guns, toy pistols, hand grenades
- firecrackers and fireworks
- cigarette lighters resembling weapons
- controlled chemicals including substances used for the manufacture of dangerous drugs or psychotropic substances
- narcotic drugs
- prescription drugs
- unlicensed drugs
- products containing Cannabinoids (e.g. hemp oil)
- antiques
- art works
- precious metals & stones
- jewelry
- diamonds
- gold & silver
- currency
- bullion
- pornographic materials
- counterfeit/replica goods
- magnetic material
- radioactive material & waste
- items requiring temperature-control/ perishable goods
I would like help with
Quick Answers
Please contact us to verify that your BuyForMe order is eligible for returns.
Returns from your U.S. address are usually fulfilled through UPS. Return shipping fee would include the postage fee of UPS and a handling fee which would depend on the number of packages.
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Please confirm that your item is eligible for Returns. Here are the return policies for some popular U.S. online stores:
Returns from your U.S. address are usually fulfilled through UPS, and UPS postage rates apply. Alternatively, you may provide us with a returns label if your online store offers free returns. A handling fee which would depend on the number of packages will also apply. Contact us below to get started!
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Please contact us below to verify that your BuyForMe item is eligible for returns, and to begin the returns process (if applicable).
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Please confirm that your item is eligible for Returns. Here are the return policies for some popular U.S. online stores:
International Returns can be done on your own, via your chosen courier. Alternatively, if you wish to use the services of our courier partners to return the item, contact us below to get started!
I would like help with
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"We start processing BuyForMe orders as soon as we receive them. If the "cancel order" option is not available to you, but you would like to make changes to the order anyway, contact us below, and we will try our best to help!"
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Top reasons for cancelled orders:- Items are Out of Stock
- The items shopped cannot be shipped (ORM-D items)
- Item Prices have changed
- The order was placed with a Restricted Website
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If a BuyForMe warranty policy involves returning the item, the item must be returned to our U.S. facility, at your own cost.
To start claiming warranty for an item shopped using our BuyForMe service, please contact us below to verify whether the item is eligible for warranty claims.
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At purchase, your card is only pre-authorized, but not charged. Your card is only charged when we've successfully placed the order.
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Due to Brand Owners' Rights, the following U.S. storeshave requested that we do not shop their products
for non-U.S. consumers. As such, we are unable to
proceed with BuyForMe orders with the stores below.
- abercrombie.com
- abercrombieandfitch.com
- abercrombiefitch.com
- abercrombiekids.com
- belk.com
- bonton.com
- coachfactory.com
- coachoutlet.com
- eyeslipsface.com
- hollisterco.com
- motorola.com
- supremenewyork.com
- tartecosmetics.com
I would like help with
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"You may track your shipment in the "DASHBOARD" by clicking on "TRACK"."
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We do not redirect packages or ship within the U.S., unless it is to return a package to the online store. For security reasons, pick-up of packages is not allowed.
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We recommend using LIVE ESTIMATE to get a guaranteed estimate on shipping fees, even before you shop!
Shipping charges are calculated using a flat fee for the first half kilogram, with a lower subsequent fee charge for every additional half kilogram.

Shipping weight is determined by volumetric and actual weight of a shipment – whichever is greater. Volumetric weight is calculated by the multiplying the dimensions of a package and dividing the result via a volumetric factor.
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Fuel surcharge is imposed by our logistics partners, and varies with current fuel prices in the market. It is calculated by the current prices multiplied by the sum of international shipping and remote area surcharge, if any.
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From your U.S. Address, you may choose to ship your packages home either by Standard or Express International Shipping. We use the premium services of DHL and FedEx to send your items to you.
Express Shipping | 3 - 5 business days |
Standard Shipping | 6 - 8 business days |
Solely managed by comGateway, the shipping speeds are separate from our logistics partners delivery speeds. The estimated delivery time is calculated the business day after payment has been made for international shipping.
Note: Due to Customs Clearance processing, shipments to China can only be arranged via Standard shipping and may take 8-15 business days.
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The value of each package is the sum of the value of the contents in the package. For your convenience, we use information on the package's invoice to declare the item's value for you. If the merchant does not include an invoice in your package, we will require you to declare the item's value when you choose to ship the package internationally.
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All imported goods are subject to a country's customs and duties. As limits and regulations vary with different countries, please check with the website of your country's governing authority.
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"Please note that you are required to accurately declare the value of your purchases regardless whether they are new, used, if you are buying it for yourself or as a gift. Under-declaration or inaccurate submission of the value of an item can result in your package being impounded, heavy fines and/or criminal proceedings.
If you are uncertain of your package contents, you may request for our order checking service for a fee of US$5, to open and check your package contents for you. To request our order checking service, please email us.
Shipments to China
According to China Customs' regulations, in shipments where there are multiple items, the total value of items cannot exceed RMB1000. If your package includes multiple items and worth over RMB1000,you will need to split your items into multiple shipments. Please contact us via email or Live Chat to do this.
If your package includes only one item, you may proceed to ship your package even if its value exceeds RMB1000. All applicable taxes and/or duties must be paid at China Customs Clearance."
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Shipments to Singapore and Australia are arranged as delivered duty paid or DDP. Taxes and duties, if applicable, will be paid during international shipping checkout.
Meanwhile, shipments destined to other countries are arranged as delivered duty unpaid or DDU. Duties and taxes will be paid to the delivery courier.
Shipments with commodities such as alcohol/wine, tobacco/cigar, gold/silver coins will be arrange as DDU.
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"For shipments to Singapore, all declared values of goods, insurance and freight charges (before any applicable discounts) are converted to Singapore Dollars at the latest exchange rate as per Singapore Customs.
Example
Declared Cost of Goods: S$390
Total Freight Charges (before promotion): S$30
Insurance: S$4.20
Applicable GST would be S$29.69 (7% of S$(390+30+4.20))
Note: While the Cost of Goods in this example is S$390, and less than S$400,its CIF value (S$424.20) exceeds the tax free allowance of S$400, thus GST is applicable."
I would like help with
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At comGateway, we insure all packages for international shipping against loss or damage.
Insurance costs 1% of total charges paid to comGateway. Total charges include:
- Item cost
- U.S. domestic shipping charges (for BuyForMe orders only)
- International shipping charges
- Fuel surcharge
- Remote area surcharge, if applicable
Coverage is limited to US$10,000. Compensation for loss or
damage will be based on
- total value of goods declared
- U.S. domestic shipping charges (for BuyForMe orders only)
- international shipping charges from the U.S. to a package's final destination
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Please contact us below to get started on insurance claims for your shipment.
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Please contact us below to get started on insurance claims for your shipment.
Helpful Links
Did you know?
Live Estimate can help you estimate the shipping fees. Click to give it a try!
When estimating your shipping costs, always remember to factor in fuel surcharge and insurance.
For any other fees that could apply, please click here.
Please note that you will only be able to determine your international shipping cost when your packages arrive at your U.S. Address.
Your international shipping charges will be calculated by the total weight of the packages you have selected to ship. (See how consolidation and repack reduce your charges for internationals shipping.)
When you ship internationally with comGateway, rest assured you are getting the lowest shipping rates available from our world-class logistic partners to over 220 countries. Prime customers enjoy further reduced shipping rates.We use the premium services of DHL and FedEx to ship your items to you. If you have a preference for a particular courier, please reach out to us via Live Chat or email customerservice@comGateway.com.
Description | Express | Standard |
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First 0.5kg | US$ | US$ |
Every additional 0.5kg | US$ | US$ |
Speed of Delivery (business days) | 2 - 3 | 5 - 8 |
As per industry practice, shipping charges are made up to the first half kilogram, which is a flat fee. A charge applies for every additional half kilogram thereafter.
Example:

Fuel surcharge is imposed by our logistics partners, and varies with current fuel prices in the market. It is calculated by the current prices multiplied by the sum of international shipping and remote area surcharge, if any.
At comGateway, we insure all packages for international shipping against loss or damage.
Insurance costs 1% of total charges paid to comGateway. Total charges include:
- Item cost
- U.S. domestic shipping charges (for BuyForMe orders only)
- International shipping charges
- Fuel surcharge
- Remote area surcharge, if applicable
Coverage is limited to US$10,000. Compensation for loss or damage will be based on
- total value of goods declared
- U.S domestic shipping charges (for BuyForMe orders only)
- international shipping charges from the U.S. to a package's final destination
Please see insurance cover for fragile items.
Shipping weight is determined by volumetric and actual weight of a shipment – whichever is greater.
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What is volumetric weight? |
Volumetric weight is the ‘volume’ a package occupies. (ie, the physical size of a package).
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What is actual weight? |
The actual physical weight of a package is its actual weight measured in kilograms.
In international shipping, how much space a package occupies (volumetric weight) in a cargo hold is as important as how much it weights (actual weight). Large packages, even if they are light, take up more space in an aircraft. This is why shipping companies take the volumetric weight into consideration.
If the volumetric weight exceeds the actual weight, you will be charged the volumetric weight.
Volumetric weight is calculated by the length x height x width of a package and dividing the result with a volumetric factor.

To determine a package’s volumetric weight in kg, using measurements in inches, | To determine a package’s volumetric weight in kg, using measurements in centimeters, |
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Please note that in some cases, shipping weight indicated on your merchant order form confirmation is based on ground shipping guidelines and does not correspond to international air shipping criteria.
Domestic shipping calculations
- do not factor in volumetric weight measurements or
- utilize a different volumetric factor for calculating volumetric weight
Need to estimate your shipping costs? Check out our Time & Cost Calculator
A. Singapore
Shipments to Singapore are subject to 7% Goods and Services Tax (GST) if their CIF (Cost of Goods + Insurance + Freight) exceeds S$400. If applicable, GST is paid at international shipping checkout with us, and no further payment is required upon receipt of your shipment. If your shipment contains Tobacco/Cigar, Liquor/Wine and/or Silver Coins, any applicable duties will be paid to the delivery courier when you receive your shipment.
How is GST calculated? (Singapore)
For shipments to Singapore, all declared values of goods, insurance and freight charges (before any applicable discounts) are converted to Singapore Dollars at the latest exchange rate as per Singapore Customs.
Example:
- Declared Cost of Goods: S$390
- Total Freight Charges (before promotion): S$30
- Insurance: S$4.20
- Applicable GST would be S$29.69 (7% of S$(390+30+4.20))
Note: While the Cost of Goods in this example is S$390, and less than S$400, its CIF value (S$424.20) exceeds the tax-free allowance of S$400, thus GST is applicable.
What are GST handling fees?
It is the processing/administrative fee (5%) levied on the GST amount payable.
B. Australia
Shipments to Australia are delivered duty paid (DDP); hence taxes and duties are included in your total shipping cost. Except for shipments containing the commodities below, they are arranged as delivered duties unpaid (DDU). Taxes and duties, if applicable, will be paid to the delivery courier when you receive your shipment.
- Tobacco/Cigar
- Alcohol/Wine
Australian Taxes and Duties are payable at international shipping checkout and is paid by comGateway to the Australian Tax Office (ATO). Goods and Services Tax (GST) is dependent on the value of goods declared:
- Low value imported goods (AU$1,000 and below) – with effect on 1 July 2018, the Australian Government has passed laws which extend GST to low-value imports of physical goods. The rate of GST is 10% of the declared value of goods, insurance, freight cost and other services rendered. An additional 5% processing/administrative fee is levied on the GST amount payable.
- High value imported goods (greater than AU$1,000) - for shipments to Australia with total product values greater than AU$1,000, the following commodity tax and duty rates apply. Note that the tax and duty rates are levied as a percentage of the cost of the items, insurance, and freight.
C. Rest of the World
All imported goods are subject to a country's customs and duties. As limits and regulations vary in different countries, we encourage you to check on the website of your country's governing authority.
Shipments to the rest of the world, are delivered with duty unpaid (DDU). This means duties and customs will not be included on your final checkout during shipment. Duties and custom payments will be made to the courier delivering your package.
Crating ensures fragile items with insufficient protection arrive safely at their international destination.
When an item is flagged for crating at their U.S. Address, a customer has the following options
- Ship the parcel as it is. When a shipment is flagged as insufficiently protected, insurance will only cover lost or missing items, not for damages and breakages
- Crate the package. Crating will ensure that contents are not damaged during delivery and the package will be insured
The following items are usually fragile and subject to crating
- Big/flat screen TVs
- Chandeliers
- Large porcelain/glass figurines
- Mirrors
Crating fees will be determined on an individual basis and customers will be notified of crating details when their shipments arrive at their U.S. Address.
Please note that crating will also affect shipping rate, as dimensions and actual weight will change. Rates will be determined by volumetric or actual weight, whatever is higher. Your chargeable shipping weight will be based on the new weight of your package after it has been crated (inclusive of the crate).

- Hazardous Material (HazMat) Repack Fee
- Battery surcharge
- Overweight and/or Oversize surcharge – US$ 48.00
- High-Risk Destination surcharge – US$ 20.00
- Exporter Validation Fee – US$ 30.00
- Country Sanction surcharge – US$ 30.00
We are glad to introduce HazMat Repack. This allows us to ship most personal consumer commodities that are prohibited for air shipping. These include but is not limited to perfumes, nail polish, hair sprays, etc. Contact our support team to determine shipping eligibility of your purchases.
Payable to a shipment containing loose lithium ion battery(ies) such as power banks, GoPro batteries, etc. The surcharge may vary depending on the destination country and may range up to US$ 55.00. Due to safety concerns, IATA has enforced battery shipping regulations with effect from 1st April 2016. All loose lithium batteries are now classified as Dangerous Goods and must be shipped separately via Standard shipping. Additional transit times may be needed, whenever necessary. Hence, a battery surcharge of US$ 16 - US$ 55 is payable to couriers depending on the destination w.e.f 1st April 2017.
Payable to a shipment containing package with a single dimension of more than 48 inches or exceeds the scale weight of 68 kg.
Payable to a shipment when shipping to a destination country where our partner couriers are operating at risk due to continuous state of war, civil unrest, or continuous threats from terrorism. Destination countries affected: Afghanistan, Burundi, Iraq, Libya, Mali, Niger and Yemen.
Payable to a shipment when shipping to a destination country that is subject to trade restrictions imposed by federal regulatory agencies such as the Office of Foreign Assets Control (OFAC). Countries in scope: Afghanistan, Belarus, Lebanon, Myanmar and Zimbabwe.
Payable to a shipment when shipping to a country that is subject to trade restrictions imposed by the UN Security Council. Countries in scope: Central African Republic, Democratic Republic of Congo, Eritrea, Iraq, Libya, Somalia and Yemen.
Shipping Rates | |
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Q. | How can I estimate how much my international shipping will cost and how long my shopping will take to arrive at my home? |
A. | Your shipping weight and cost can only be determined accurately when your parcels arrive at your U.S. Address. For cost and delivery time guidelines, use our Time and Cost Calculator. If you are buying an unusually large item, we advise you to contact the merchant directly for an indication of the shipping weight. |
Volumetric vs Actual Weight | |
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Q. | Why is my chargeable weight for international shipping different from the weight reflected in my Airway Bill receipt? |
A. | The weight reflected in your Airway Bill receipt is the actual weight of the package. As per international shipping guidelines, should your volumetric exceed your actual weight, you will be charged the higher weight, which is the volumetric weight. |
Insurance | |
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Q. | What should I do if my packages are damaged or lost? |
A. | Kindly email comGateway customer service, not your ground delivery agent. Please include your:
Once we receive your claim form, we will take one week to process and approve your claims. Refunds will be made to your payment method in 3-5 business days. (As banks require different processing times for your refund, please allow an additional 1-2 weeks for your refund claim to be reflected in your statement.) |
Q. | My item was lost in transit. When I bought it, it was US$50 on sale. Now it’s retailing for US$100. What is my claimable amount? |
A. |
All claims are based on the value declared to customs. Please see Customs Order Declaration for more information. In this case, your claimable amount would be $50. |
Fragile Items | |
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Q. | Can I ship LED/Plasma television sets? |
A. |
Yes, but please note that our shipping carrier will require your package to be crated for shipping insurance coverage. For more information on crating, click here. The charge for crating is approximately $250 USD per package. Your chargeable shipping weight will be based on the new weight of your package after it has been crated (inclusive of the crate). |
GST RATES
Item ID | Description | Duty | Tax Rate | Merchandise Processing Fee |
---|---|---|---|---|
1 | Alcohol/Wine | NA | NA | NA |
2 | Apparel | 10% | 10% | AU$83.00 |
3 | Arts & Crafts | 5% | 10% | AU$83.00 |
4 | Auto Acc | 5% | 10% | AU$83.00 |
5 | Baby Item(s) | 5% | 10% | AU$83.00 |
6 | Batteries | 5% | 10% | AU$83.00 |
7 | Books | 0% | 10% | AU$83.00 |
8 | Camera | 0% | 10% | AU$83.00 |
9 | Camping Eqpt | 5% | 10% | AU$83.00 |
10 | CD/DVD | 0% | 10% | AU$83.00 |
11 | Cell Phone | 0% | 10% | AU$83.00 |
12 | Cell Phone Acc | 0% | 10% | AU$83.00 |
13 | Electronics | 5% | 10% | AU$83.00 |
14 | Food Item(s) | 5% | 10% | AU$83.00 |
15 | Games | 5% | 10% | AU$83.00 |
16 | Golf | 5% | 10% | AU$83.00 |
17 | Beauty Product | 5% | 10% | AU$83.00 |
18 | Home & Bed | 5% | 10% | AU$83.00 |
19 | Jewelry/Watch | 5% | 10% | AU$83.00 |
20 | Laptop/PC | 5% | 10% | AU$83.00 |
21 | Laptop/PC Acc | 5% | 10% | AU$83.00 |
22 | Party Supplies | 5% | 10% | AU$83.00 |
23 | Pet Item(s) | 5% | 10% | AU$83.00 |
24 | Photo | 5% | 10% | AU$83.00 |
25 | Purse/Handbag | 5% | 10% | AU$83.00 |
26 | Shoes | 5% | 10% | AU$83.00 |
27 | Snowboard Eqpt | 5% | 10% | AU$83.00 |
28 | Software | 0% | 10% | AU$83.00 |
29 | Sporting Eqpt | 5% | 10% | AU$83.00 |
30 | Tobacco | 5% | 10% | AU$83.00 |
31 | Tools | 5% | 10% | AU$83.00 |
32 | Toy(s) | 5% | 10% | AU$83.00 |
33 | Video Game(s) | 0% | 10% | AU$83.00 |
34 | Others | 5% | 10% | AU$83.00 |
35 | Magazine | 0% | 10% | AU$83.00 |
36 | Milk Powder | 5% | 10% | AU$83.00 |
37 | Contact Lenses | 5% | 10% | AU$83.00 |
38 | Video Camera | 5% | 10% | AU$83.00 |
39 | Health Supplement | 5% | 10% | AU$83.00 |
40 | Gift Card | 5% | 10% | AU$83.00 |
41 | Musical Instrument | 5% | 10% | AU$83.00 |
42 | Glasses/Sunglasses | 5% | 10% | AU$83.00 |
43 | Kitchenware | 5% | 10% | AU$83.00 |
44 | Hair Accessories | 5% | 10% | AU$83.00 |
45 | Office Product | 5% | 10% | AU$83.00 |
46 | Camera Accessories | 5% | 10% | AU$83.00 |
47 | Belts/Ties | 5% | 10% | AU$83.00 |
48 | Headphone | 5% | 10% | AU$83.00 |
49 | PC Tablet | 0% | 10% | AU$83.00 |
50 | Desktop Computer | 0% | 10% | AU$83.00 |
51 | PC Parts | 0% | 10% | AU$83.00 |
52 | Laptop | 0% | 10% | AU$83.00 |
53 | Kindle | 0% | 10% | AU$83.00 |
54 | Audio System | 5% | 10% | AU$83.00 |
55 | Memory Card | 0% | 10% | AU$83.00 |
56 | Phone/Tablet Case | 0% | 10% | AU$83.00 |
57 | Screen Protection | 5% | 10% | AU$83.00 |
58 | PC Mouse | 0% | 10% | AU$83.00 |
59 | PC Keyboard | 0% | 10% | AU$83.00 |
60 | Health Devices | 5% | 10% | AU$83.00 |
61 | Backpack | 5% | 10% | AU$83.00 |
62 | Suitcase | 5% | 10% | AU$83.00 |
63 | Jewelry | 5% | 10% | AU$83.00 |
64 | Watch | 5% | 10% | AU$83.00 |
65 | MP3 | 0% | 10% | AU$83.00 |
66 | Home Decoration | 5% | 10% | AU$83.00 |
67 | Shaver | 0% | 10% | AU$83.00 |
68 | Electric Toothbrush | 0% | 10% | AU$83.00 |
69 | Bath Room Equipment | 5% | 10% | AU$83.00 |
70 | Bed linen | 5% | 10% | AU$83.00 |
71 | Baby Apparels | 10% | 10% | AU$83.00 |
72 | Vacuum Cleaner | 5% | 10% | AU$83.00 |
73 | GPS | 5% | 10% | AU$83.00 |
74 | Wallet | 5% | 10% | AU$83.00 |
75 | Bag | 5% | 10% | AU$83.00 |
76 | Cable | 5% | 10% | AU$83.00 |
77 | Belt | 5% | 10% | AU$83.00 |
78 | Ties | 5% | 10% | AU$83.00 |
79 | Furniture | 5% | 10% | AU$83.00 |
80 | Lego | 5% | 10% | AU$83.00 |
81 | Water Bottle | 5% | 10% | AU$83.00 |
82 | Breast Pump | 5% | 10% | AU$83.00 |
83 | Television | 5% | 10% | AU$83.00 |
84 | Lighter | 5% | 10% | AU$83.00 |
85 | Bicycle | 5% | 10% | AU$83.00 |
86 | Bicycle Parts | 5% | 10% | AU$83.00 |
87 | Car Accessories | 5% | 10% | AU$83.00 |
88 | Audio Speakers | 5% | 10% | AU$83.00 |
89 | Helmet | 0% | 10% | AU$83.00 |
A shipping solution that helps you ship goods bought from U.S. retail sites to your location, anywhere in 220 countries.
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Please wait while we are estimating your shipping costs. You may minimize this screen while you continue with your shopping. We will let you know once your estimate is ready.
0KG shipping to :
Cost when shipping the item by itself

STANDARD
6-8 business days
US$

EXPRESS
3-5 business days
US$
Cost when shipping together with your other items

STANDARD
6-8 business days
US$

EXPRESS
3-5 business days
US$
Important note: Quoted amount excludes insurance, surcharges, and taxes & duties, if applicable.
Got a question? We'd love to help!
Note:
- We respond to emails within 24 hours.
- Our English Live Chat team is available daily.
- Monday to Friday from 8am – 10pm (GMT+8)
- Saturday and Sunday from 8am – 7pm (GMT+8)
- Chinese and Japanese language support is available from Monday to Friday 9am – 6pm (GMT+8).
Please let us know how we can help, by completing the form below, and we'll be in touch. Thank you!
Welcome! Please take a minute to read the
NEW USER GUIDE
-
After registration, you will receive a local USA address located at the upper right corner of your screen. Shop from your favorite U.S. online stores and use this address for delivery. For online stores that only accept U.S. cards, use our BuyForMe service.
-
We’ll let you know when new packages arrive at your U.S. address. If you order via the BUYFORME service, we’ll let you know when your order is confirmed and on its way to your US address.
-
You can monitor and manage all your packages and shipments at SHIP PACKAGES @ U.S. ADDRESS. Take advantage of cost-savings services when you ship more packages! Visit the Support page for more information about shipping rates and services.
-
Make sure everything you ordered has arrived, tell us how you want them packed, and give us the OK to ship them to you. We’ll send you a tracking number while you wait for your items to arrive. Enjoy!
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