Customer Support - Contact Us

Support

Frequently Asked Questions

Please select a topic, so we can direct you to a skilled specialist.

Account
Where is my package
Package at comGateway
Return Package
BuyForMe
Shipment
Insurance Claims

I would like help with

	Lite/Prime	Business
First 3 packages	US$10	US$5
Each subsequent package	US$2	US$1

Quick Answers

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.

List of common items that contain lithium batteries, and how they must generally be shipped

SHIP SEPARATELY IN A BOX	SHIP IN A BOX
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.)

* Lithium metal batteries in loose form or not pre-installed within the device (e.g. round button batteries) cannot be shipped internationally.

I would like help with

Helpful Links

Did you know?

Live Estimate can help you estimate the shipping fees. Click to give it a try!

HAVE MORE QUESTIONS?

Speak with us!

Live Chat

HELP DESK

Shopping Online

Services at US Address

Shipping Rates + Fees

International Shipping

Rewards

How comGateway Works

Estimate shipping costs & delivery date of your shopping here!

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.

Choose Location:

Description	Express	Standard
First 0.5kg	US$	US$
Every additional 0.5kg	US$	US$
Speed of Delivery (business days)	2 - 3	5 - 8

Calculating Shipping Charges

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

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.

Insurance

At comGateway, we insure all packages for international shipping against loss or damage.
Effective 2021 August 01, insurance cost will now amount to 1.50% (from 1%) of the total charges paid to comGateway. Total charges include:

Item cost
US 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.

Calculating Shipping Weight

Shipping weight is determined by volumetric and actual weight of a shipment – whichever is greater.

What is volumetric weight?

Volumetric weight is the ‘volume’ a package occupies. (ie, the physical size of a package).

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.

Calculating 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,

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

Duties & Taxes

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.

Fragile Items

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).

Exceptional Activity Surcharges

Hazardous Material (HazMat) Repack Fee

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.

Battery surcharge

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.

Overweight and/or Oversize surcharge – US$ 48.00

Payable to a shipment containing package with a single dimension of more than 48 inches or exceeds the scale weight of 68 kg.

High-Risk Destination surcharge – US$ 20.00

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.

Exporter Validation Fee – US$ 30.00

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.

Country Sanction surcharge – US$ 30.00

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

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.

Shipping Rates

How can I estimate how much my international shipping will cost and how long my shopping will take to arrive at my home?

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

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

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: package number Airway Bill Number photograph of damage (if applicable) order information 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

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).

Fragile Items

Can I ship LED/Plasma television sets?

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).

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.

Follow us on
4 out of 5

Live Estimate Calculating...

Live Estimate Ready!

Live Estimate Offline

Calculating

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 :

Shipping as a single package
Shipping with other packages

Shipping as a single package| Cost when shipping the item by itself

Cost when shipping the item by itself

STANDARD

6-8 business days

US$

EXPRESS

3-5 business days

US$

Shipping with other packages| Cost when shipping together with your other items

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.

Live Estimate
Thank you for waiting!

Shipping estimate is KG.
Your package contains piece(s) of

This is an estimate; actual shipping weight may vary.

Lock the estimated weight for US$ to cap your shipping weight at kg even if it arrives bulkier or heavier. If it is less, you pay the lower charges.

Cookies & Privacy
comGateway uses cookies to improve your shopping and shipping experience, and tailor our services to your needs.By continuing to use this website, you agree to our use of cookies.

Express Shipping	3 - 5 business days
Standard Shipping	6 - 8 business days