Support
Frequently Asked Questions
Please select a topic, so we can direct you to a skilled specialist.
I would like help with
Quick Answers
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 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’.
Quick Answers
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.
Quick Answers
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.
Quick Answers
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
Quick Answers
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.
Quick Answers
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
Quick Answers
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.
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!
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.
Quick Answers
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 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.
Quick Answers
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
Quick Answers
"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
Quick Answers
"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.
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."
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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
Quick Answers
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
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
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
Making purchases has never been such a breeze – we'll guide you along every step of the way!
- Navigate to your favorite U.S. online store and start shopping.
- During checkout, input your assigned comGateway U.S. address as the delivery address.
- Once your package arrives, we'll notify you via email. It's that easy!
- You are now ready to manage your package(s) or ship them home.
If you don't have an accepted payment method, use our BuyForMe service.
Many merchants in the U.S. readily accept payments by credit cards with a non-U.S. billing address but
- do not ship overseas
(eg, ralphlauren.com, carters.com, target.com, timberland.com, shopadidas.com) - deliver overseas but charge high international shipping
costs/inflated exchange rates
(eg, bloomingdales.com, jcrew.com, overstock.com, wetseal.com, williamssonoma.com)
For these online stores, simply,
| checkout with your credit card with a non-U.S. billing address | get the store to ship your packages to your U.S. Address | from your U.S. Address, manage your packages to enjoy the lowest international shipping home! |
Why
should I ship to my U.S. Address?
- pay no sales tax when you shop and ship to your U.S. Address. Your U.S. Address is in Portland, a sales tax-free state
- enjoy added savings with online discount coupons when checking out with the merchant
- shop from two or more merchants and consolidate your packages at your U.S. Address to save further on international shipping. While you wait for your packages to arrive for consolidation, enjoy 30 days free storage
- enjoy our repack service (if applicable) to save further on international shipping
- enjoy the lowest international shipping in its class when you ship from your U.S. Address
How do I use this service?
- Online store accepts your payment? Pay them directly and checkout with your U.S. Address
- Your packages have arrived at your U.S. Address. What's
next!
Receive an email from us 1-2 days after your packages arrive with details including- your package(s) individual weight
- date of receipt
- repack status (if available)
- scanned invoice(s)
Only when your packages arrive, will we be able to inform you of the international shipping weight and other applicable fees. - When all your packages arrive at your U.S. Address, manage how you want them shipped home in Ship. Learn about our money-saving services at your U.S. Address
Who
do I pay?
| U.S. online store | At your U.S. Address | When package is delivered at home |
|---|---|---|
You pay the merchant for your
|
You pay comGateway for
|
You pay the delivery agent |
Some merchants only accept payments by credit cards with a U.S.
billing address
(eg, apple.com,
drugstore.com, sephora.com, 6pm.com, bathandbodyworks.com)
For these online stores,
| tell us what you want to buy by entering your order details in a BuyForMe order form | we will purchase the items for you and get the merchant to ship your parcels to your U.S. Address | from your U.S. Address, manage your packages to enjoy the lowest international shipping home! |
|
Please note that there is a service fee for BuyForMe. |
Why
do you ship BuyForMe orders to my U.S. Address?
- pay no sales tax when you shop and ship to your U.S. Address. Your U.S. Address is in Portland, a sales tax-free state
- enjoy added savings with online discount coupons when filling out your BuyForMe order form
- shop from two or more merchants and consolidate your packages at your U.S. Address to save further on international shipping. While you wait for your packages to arrive for consolidation, enjoy 30 days free storage
- enjoy our repack service (if applicable) to save further on international shipping
- enjoy the lowest international shipping in its class when you ship from your U.S. Address
How
do I use this service?
- Store doesn't accept your payment? Choose our BuyForMe service
- A BuyForMe form will appear. Fill in your order details. You may fill in as many items as you wish from the same merchant
- We will place your order(s), checkout and pay the merchant. Your shopping will be sent to your U.S. Address
- We will send you an email once we have placed your order(s)
- If you wish to shop from another online store, please fill out a new BuyForMe form. Please note that we require one form (regardless of the items required) for separate merchants.
- Your packages have arrived at your U.S. Address. What's
next!
Receive an email from us 1-2 days after your packages arrive with details including- your package(s) individual weight
- date of receipt
- repack status (if available)
- scanned invoice(s)
Only when your packages arrive, will we be able to inform you of the international shipping weight and other applicable fees. - When all your packages arrive at your U.S. Address, manage how you want them shipped home in Ship. Learn about our money-saving services at your U.S. Address
Who
do I pay?
| U.S. online store | At your U.S. Address | When package is delivered at home |
|---|---|---|
You pay comGateway for your
|
You pay comGateway for
|
You pay the delivery agent |
When making a purchase at a U.S. merchant website 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.
Please be sure to include your 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 displayed under tab 1, prefixed by ‘c/o’.
Under the name field when filling in your shipping address, please also be sure to fill in the same name that you use for your comGateway account. We use both your Suite ID and your name to match your packages to your account.
Due to our large volume of packages and 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
View a list of your Current Orders (purchases you made directly with the merchant and also through our BuyForMe service).
For BuyForMe orders, view your order status here (whether they have been placed, are still being processed or have been cancelled).
If you have paid the merchant directly, please contact the merchant directly to cancel your order.
For BuyForMe orders
- If your order has not yet been placed by us, cancel your order at Current Orders.
- If your order has already been placed, email us as soon as possible to request a cancellation. We will contact the merchant and check with them if they will accept your cancellation request.
Please note, merchant order cancellations are subject to the merchant's discretion.
There's plenty of opportunities to save when you shop online in the U.S.
Below, we've compiled our favorite ways to shop smart. Enjoy your savings!
| Before you start shopping | |
|---|---|
Always use |
We've packed great new features including shopping search
options and price comparisons, even merchant payment information
– all into one search bar. |
When at merchant website, |
Selecting your local region site may
Many merchants will embed international shipping costs into their international product selection |
Always select U.S. Currency to view prices |
Choose to view shopping in your local currency and you’ll often be shown higher prices. To compensate with currency fluctuations, many merchants quote inflated exchange rates. |
Make sure that what you are |
For a full listing, please visit Prohibited Items. |
Looking for the hottest sales offered by top U.S. online stores? Visit U.S. Sales and Discounts now.
| Before you checkout with the merchant | |
|---|---|
Be aware of your country’s tax-free limits (if applicable) |
If you are making multiple purchases with one merchant, keep in mind your country's tax-free limits. If possible, try to make the combined value of each checkout to be below that of taxable amounts. If necessary, you might want to make multiple checkouts with the same merchant. (Many online stores offer free domestic shipping with purchases over a certain amount |
Always ship to your U.S. Address |
Your U.S. Address is in a sales tax-free state. You pay NO U.S. sales tax! From your U.S. Address, take advantage of comGateway's lowest international shipping rates when you ship your parcel home. |
If your online store offers their |
Check that their shipping cost is
Please also note that you may not be able to enjoy online discount coupon redemptions when you ship internationally with merchants offering their own international shipping. Check how long the merchant takes to deliver your package. We take 6-8 business days to ship your packages from your U.S. Address to your doorstep. (Our Express service will deliver in 3-5 business days). Often what looks like cheaper international shipping just isn't! |
|
Use online discount coupons |
When checking out with the merchant, don't forget to fill in the online discount coupon code (if applicable) to enjoy easy savings. For BuyForMe purchases, when you fill out the BuyForMe form, simply enter your online discount coupon code at Other Instructions. Some of our favorite coupon sites: currentcodes.com, retailmenot.com, couponcabin.com, ebates.com, webbyplanet.com, couponchief.com, buxr.com, couponcowgirl.com, savings.com & couponsmarter.com |
Know your online store’s return, |
Before completing an online transaction, read the delivery and return policies on the online store's home page. Find out if you can return items and who bears domestic delivery cost.
View our company return procedures at Returns from U.S. Address |
| After you checkout with merchant | |
|---|---|
|
Consider making more purchases from the same merchant or shopping from different online stores. Then combine your packages at your U.S. Address into one shipment home |
Standard international shipping rates are highest for the first half-kilo charge. Every half-kilo charge after that is significantly reduced. When you ship one item internationally, you’re paying that first half kilo charge. By combining your packages together at your U.S. Address and shipping them all at once, you only pay only once for the first half-kilo charge. In essence, the more packages you combine within one shipment, the more you save on international shipping. Enjoy 30 days free storage at your U.S. Address while you wait for your packages to arrive for international consolidation. |
| When your parcels arrive at your U.S. Address | |
|---|---|
Consolidate your parcels for international shipping |
When your packages arrive at your U.S. Address, consolidate them into one shipment so that you pay only the first half-kilo charge once. However, do be aware of your country's tax-free limits when combining your packages for shipment together. |
Choose comGateway's re-pack option (if applicable) |
Sometimes your online store might ship your shopping in too big a box. We'll advise you when your package arrives at your U.S. Address if we'll be able to downsize and repack it for you. That way, you'll pay less for international shipping. |
 |
IATA (International Air Transport Association) regulations prohibit items that may cause danger, damage or delay from international shipping. Please note sample sizes (if applicable) are also subject to the same restrictions. Items include (and are not limited to) |
| Dangerous/Combustive Materials | ||
|---|---|---|
| Flammable Liquids | Oxidizing Substances & Organic Peroxides | Flammable Solids |
|
|
Lithium batteries unless they comply with the following packaging requirements;
|
| Export Controlled Items |
Firearms & Weapons / Firearms (or parts thereof) |
Drugs |
|
(any product which can be used in military, chemical or biological weapons, missile technology, or nuclear proliferation)
|
and associated equipment & offensive weapons
|
|
| Valuables | Others | |
|
|
|
You will be held responsible and liable for paying any related cost occurred should you choose to ship these items. All shipments must comply with the import laws of the country of your shipment destination.
When in doubt, please contact customer service.
Can
I Ship Lithium Batteries or Items Containing Lithium Batteries?
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 ion batteries (e.g., power banks, GoPro batteries) must be shipped separately
- Loose lithium batteries are delivered via Standard shipping only. Due to its nature, additional transit times may be needed, whenever necessary.
- A battery surcharge of $18 per shipment is payable upon checkout as determined by our courier partners.
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 | ||
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| Ship Separately In A Box | Ship In A Box | |
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* Lithium metal batteries in loose form or not pre-installed within the device (eg: round button batteries) cannot be shipped internationally.
Due to Brand Owners’ Rights, the following U.S. online merchants have requested that we do not ship their products outside of the U.S.
abercrombie.comabercrombieandfitch.com
abercrombiefitch.com
abercrombiekids.com
belk.com
bonton.com
coachfactory.com
coachoutlet.com
eyeslipsface.com
hollisterco.com
motorola.com
supremenewyork.com
Need ideas where to shop? Check out our Sales page for top brands with great savings!
| Buying directly from merchant | |
|---|---|
| Q. | Why am I unable to enter my U.S. Address as my shipping address in the merchant page? |
| A. | Ensure that you have not entered any special characters in the address field – some merchant pages may not be able to compute them. Eg, in some merchant pages, you may need to omit the prefix “C/O” that comes before your Suite ID. |
| Q. | Can I use my U.S. Address other than a shipping address? |
| A. | Your U.S. Address is only meant to be your U.S. shipping address, not your billing address, or an address for you to manage mail. |
| Q. | Which county within Oregon is my U.S. Address located in? |
| A. | Oregon – Multnomah. When filling up your shipping address, some merchants may require you to select your county. |
| Q. | Why have I received more than one package at my U.S. address for a single merchant order? |
| A. | If you buy more than one item within a single order, U.S.
merchants sometimes send the items in more than one package.
Reasons for this include
|
| Q. | The merchant has indicated that my package(s) has been delivered to my U.S. Address. Why isn't it displayed in 'Packages at U.S. Address'? |
| A. | Packages are usually updated into your account by the end
of the next business day after arrival at your U.S. Address. There are cases where we are unable to assign the package(s) to a user's account due to
|
| Q. | Why hasn’t my package that I ordered directly from the merchant arrived at my U.S. Address? |
| A. | As this was a purchase that you made directly from the merchant, please check with them the status of your package. Check that you gave them your correct U.S. Address. |
| Q. | Can you check my package to ensure that the merchant delivered my items correctly and in good order? |
| A. | Package checking is offered upon request US$5.00 and is fulfilled within 1-2 business days. Please email your request to customer service. |
| Q. | When attempting to deliver my package(s) to my U.S. address, your office was closed and the courier had to leave them at the local post office. What happens next? |
| A. | US couriers – USPS, FedEx or UPS will redeliver your packages to our office within the next 1 to 2 business days. |
| Q. | What should I do if my package was delivered to the wrong U.S. Address? |
| A. | Contact the merchant to re-direct the package to your correct U.S. Address. Please note that the courier will only take instructions from the you, the sender. |
| BuyForMe Orders | |
|---|---|
| Q. | Can I use BuyForMe service even for merchants that accept my credit cards with a non-U.S. billing address? |
| A. | Yes. Some customers enjoy the convenience of our BuyForMe
service where they can leave the entire purchase process to
comGateway. Note however that there is a BuyForMe of 10% of (total cost of items purchased + domestic
shipping, if any).Prime customers enjoys a reduced service
fee of 7% |
| Q. | I have paid for a BuyForMe order but some items within my order are now unavailable and have not been placed. When will I be refunded for these items? |
| A. | Rest assured, comGateway only charges you for the items that were placed. Therefore, no refund is required for items that were not placed. |
| Q. | How may I make a customized purchase from a merchant? |
| A. | Simply input your request in the BuyForMe order form under 'Other Instructions'. |
| Q. | Can I use the BuyForMe service to purchase eBooks/e-gift cards from any merchant? |
| A. | Unfortunately, no. We are only able to purchase tangible physical items from merchants. |
| Q. | Can you auction for items on eBay on my behalf? |
| A. | We do not provide this service and cannot bid for items on our customers’ behalf. However for auction items, you may instruct us to use eBay’s ‘Buy It Now’ purchase option. In our BuyForMe form, indicate this under ‘Other Instructions’ eg, promotion codes (if applicable). |
| Q. | How long does will it take for my BuyForMe purchase to reach my U.S. Address? |
| A. | Merchants usually take between 5-10 business days from the purchase date to process and deliver your orders to your U.S. Address. |
| Q. | A merchant promotion is ending soon; can you help me place my BuyForMe order immediately? |
| A. | Our ordering team fulfill BuyForMe orders within the same day/within 24 hours. |
| Q. | How can I check the status of my BuyForMe orders? |
| A. | On our website, click on Current Orders. |
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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0KG shipping to :
Cost when shipping the item by itself
STANDARD
5-8 business days
US$
EXPRESS
3-4 business days
US$
Cost when shipping together with your other items
STANDARD
5-8 business days
US$
EXPRESS
3-4 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.
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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.
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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.
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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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