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Frequently Asked Questions

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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

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Shopping Online

Services at US Address

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How comGateway Works

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)
You can also view your packages at Packages at U.S. Address

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 shopping domestic shipping (if applicable)	You pay comGateway for international shipping charges insurance fuel surcharge other service fees (consolidation, repack etc, only if applicable) remote area surcharge (only if applicable)	You pay the delivery agent duties & taxes

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.
This fee is of 10% of (total cost of items purchased + domestic shipping, if any). Prime customers enjoys a reduced service fee of 7%

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)
You can also view your packages at Packages at U.S. Address

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 shopping BuyForMe fee	You pay comGateway for domestic shipping (if applicable) international shipping charges insurance fuel surcharge other service fees (consolidation, repack etc, only if applicable) remote area surcharge (only if applicable)	You pay the delivery agent duties & taxes

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 comgateway.com to shop at U.S. online stores	We've packed great new features including shopping search options and price comparisons, even merchant payment information – all into one search bar. All you have to do is decide how you want to shop – by U.S. online store or product search. We'll do the rest for you!
When at merchant website, always select your Location as United States	Selecting your local region site may only show limited shopping selections reflect higher international prices. 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 shopping for is not a prohibited item for international shipping	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 own international shipping, make sure you're still getting a deal	Check that their shipping cost is not embedded into the product price (especially if you are viewing shopping in your local currency) and that the merchant did not include inflated taxes and duties into the international shipping offered. 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 you can	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, refund, shipping and handling policies as well as the other legal terms	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 International returns

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.

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
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
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) 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
Valuables	Others
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

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!

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.

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 (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.com
abercrombieandfitch.com
abercrombiefitch.com
abercrombiekids.com
belk.com
bonton.com
coachfactory.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 some merchants ship different items from different warehouses lack of stock availability of one or more order item(s) results in these item(s) being shipped later after they become available

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 the receiver's name not matching the account name or the delivery address being incomplete If your packages are not reflected in your account within 2 business days after it has been delivered by the merchant, email us a copy of the merchant invoice and shipping tracking.

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.

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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.

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