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”
Quick Answers
When making a purchase at a US online store and prompted to fill in your Shipping Address, please ensure you enter your US address correctly.
Your US 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 US 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
Quick Answers
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!
Quick Answers
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 US 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 US 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.
With effect on 8 February 2021, the OneBox fee will be:
| Lite/Prime | Business | |
|---|---|---|
| First 3 packages | US$10 | US$5 |
| Each subsequent package | US$2 | US$1 |
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!
Quick Answers
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!
Quick Answers
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 |
|---|---|
| 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 US 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 US online stores:
Returns from your US 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!
Quick Answers
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 US 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 US 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 US storeshave requested that we do not shop their products
for non-US 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 US, 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.
Quick Answers
Depending on the destination, Remote Area Surcharge costs $10 - $20.
Imposed on shipments when a delivery destination lies beyond a courier delivery agent's standard service area and may add 3-5 business days to your delivery schedule. The couriers determine these areas and are identified by the postal code.
Quick Answers
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."
Quick Answers
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.
Quick Answers
"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."
REMOTE AREA SURCHARGE
Remote Area Surcharge is payable when delivered to the following postal codes:
I would like help with
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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$25,000. Compensation for loss or
damage will be based on
- total value of goods declared
- US domestic shipping charges (for BuyForMe orders only)
- international shipping charges from the US to a package's final destination
Quick Answers
Please contact us below to get started on insurance claims for your shipment.
Quick Answers
Please contact us below to get started on insurance claims for your shipment.
Helpful Links
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HAVE MORE QUESTIONS?
Speak with us!
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comGateway loves nothing more than rewarding our customers!
Please note comGateway reserves the right to modify its rewards program at any time.
CGW Dollars are our way of thanking you for shipping with us.
For your next BuyforMe order, use your CGW Dollars earned to offset
- item cost
- U.S. domestic shipping
- fees incurred for services at U.S. Address (consolidation, repack, storage)
- international shipping cost (including fuel surcharge & insurance)
- remote area surcharge
For your next order you placed directly with merchant and shipped to your U.S. Address, use your CGW Dollars earned to offset
- fees incurred for services at U.S. Address (consolidation, repack, storage)
- international shipping cost (including fuel surcharge & insurance)
- remote area surcharge
 |
How do I earn CGW Dollars? |
We sometimes run promotions or offers which are announced on our regular newsletters.
| Description | Express | FREE SHIPPING UPGRADE | Standard |
|---|---|---|---|
| First 0.5kg | US$ | US$ | US$ |
| Every additional 0.5kg | US$ | US$ | US$ |
| Speed of Delivery (business days) |
3 - 5 | 3 - 5 | 6 - 8 |
| Services | Prime | Non Prime | ||
|---|---|---|---|---|
| International Shipping Rates | Lower shipping rates up to 5% discount | |||
| BuyForMe Service Fee | 7% of item cost | 10% of item cost | ||
| Consolidation (max of 15 packages per shipment) |
Free | Free for 1st 3 packages (every additional package US$1 thereafter) | ||
| Storage | Free for 60 days subsequent US$1/day/item |
Free for 30 days subsequent US$1/day/item |
||
| Repack | US$5 for box cut downs andUS$3 for box transferred to bag option | US$7 for box cut downs and US$5 for box transferred to bag option | ||
| Free shipping upgrade | Pay Standard rates and enjoy faster shipping of 3 - 5 business days | Not applicable |
|
How do I earn Prime status? |
Every 3 international shipments that you make with comGateway entitles you to enjoy automatic Prime status for 6 months.
If you make another 3 shipments while still on Prime, your status is automatically extended for another 6 months from the original expiry date.
| Prime program FAQs | |
|---|---|
| Q. | How do I check my Gateway Prime status? |
| A. | Sign into Your Account>Prime Rewards to view your status. If you are a Gateway Prime customer, you will see your validity period and the number of shipments required for your next Prime extension. |
| Q. | I have made 3 purchases, why am I not upgraded to Gateway Prime? |
| A. | Gateway Prime is awarded based on the number of international shipments made from your U.S. Address, not number of purchases. You may have consolidated your three purchases into less than three shipments. |
A shipping solution that helps you ship goods bought from U.S. retail sites to your location, anywhere in 220 countries.
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Please wait while we are estimating your shipping costs. You may minimize this screen while you continue with your shopping. We will let you know once your estimate is ready.
0KG shipping to :
Cost when shipping the item by itself
STANDARD
6-8 business days
US$
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 US online stores and use this address for delivery. For online stores that only accept US cards, use our BuyForMe service.
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We’ll let you know when new packages arrive at your US 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.
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You can monitor and manage all your packages and shipments at SHIP PACKAGES @ US ADDRESS. Take advantage of cost-savings services when you ship more packages! Visit the Support page for more information about shipping rates and services.
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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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