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Why should I register with comGateway?
How much does it cost to register?
What countries does comGateway deliver to?
How do I register with comGateway?
comGateway
makes it easier for customers in Asia to shop from U.S. websites—even
those that do not accept international addresses or foreign credit
cards.
Once you have registered, we provide you
with your very own U.S. address where you can ship purchases you've
ordered from U.S. websites. We'll deliver them to your doorstep in 4-6
business days—and provide you with significant savings on standard
international shipping charges.
For U.S. online
stores that do not accept an international credit card, we offer a
Concierge service that allows you to place your order directly with us.
We'll place the order on your behalf and have it sent to your home
address—saving you both time and money.
Registering with comGateway is free—there are no hidden costs or subscription fees involved. You only pay whenever you choose to use our services.
We
currently ship to Hong Kong, Malaysia, Singapore, China, French Polynesia, Sri Lanka and India, but are expanding
our services across Asia this year. If you would like to be notified
when our service becomes available in your country, please fill out the
form here.
To sign up at any time, click the "Registration" button on the menu bar above.
What does comGateway do to ensure my security?
How do I protect my security when I'm shopping online?
What should I do if I discover an unauthorized entry on my credit card bill?
comGateway
employs advanced security measures to make sure your privacy is
protected when making transactions with us online. All purchases made
through us must be verified by providing us with a mobile phone PIN,
ensuring that no one may use your account without your knowledge.
In addition, comGateway
stores any personal information in a secure database off-line, further
ensuring your utmost privacy and protection. For more information,
please refer to our Privacy Policy.
We
strongly encourage customers to shop online from established, reputable
online merchants and to only buy via a secure transaction. For more
tips on protecting your privacy online, please see our Security Information page.
Please
inform your credit card company immediately so they can investigate and
remove the charge. It is advisable to check credit card statements
thoroughly for any unauthorized charges.
What is the difference between your US Home Delivery and Concierge services?
How do I know which service to use?
When
I am using the U.S. Home Delivery service, do I need to fill out both
the merchant's order form as well as the form on comGateway's Shopping
Panel?
And what if I am using the Concierge service?
How do I check the status of my orders?
How long does it take for Concierge purchases to be processed?
The
U.S. Home Delivery service is used when an online merchant accepts an
international credit card. Customers place their order directly with
the website and have it shipped to their unique comGateway
U.S. address in Portland, Oregon. From there, we forward the package on
to your doorstep in 4-6 business days. This service is ideal when
buying from websites who don't ship outside the U.S. or charge high
international shipping fees.
The Concierge
service is used when an online merchant does NOT accept an
international credit card. Customers place their order with comGateway
and our Customer Service Team places the order on their behalf. The
packages are still sent to Oregon and forwarded on to the customer's
home address in 4-6 business days. This service is ideal when customers
want to purchase from a site that will not accept international credit
cards. Please note: A 5% service fee applies for this option.
When
you enter our shopping area, you will be asked for the address of the
website where you wish to shop. We store information about the site in
our database so that our site can automatically direct you to either
the U.S. Home Delivery or Concierge service.
When
the website is not in our database, our system will let you know and
ask which service you would prefer. You can check the merchant's
website directly for their payment policies and switch the service you
are using through the comGateway Shopping Panel.
Yes. Please provide us with all detailed information so that we can prepare your Customs forms accurately. comGateway
will not be liable for any delays or compensation due to missing
detailed information, non-declaration or over/under declaration.
When
you use the Concierge service, you should NOT place an order directly
with the website. Use the merchant's website to find the item, item
numbers and other data, and submit that information directly to us. We
will place the order on your behalf once it has been approved.
Sign in to our site and click the "My Account" to see your past purchases.
We generally attend to customers' orders in about 1 - 2 business days after the day of submission.
How do I calculate my shipping charges in advance?
When will I be charged for my shipping costs?
My purchases involve two or more shipments or packages from several merchants. What are my shipping options?
My
merchant has informed me that there will be two or more packages to be
delivered to my registered comGateway U.S. address. How do I notify
comGateway?
How soon can I expect to receive my order?
How will I know when my order will be delivered to me?
Will I have to be at home when my order is delivered?
Can you repackage my items into a smaller box?
What should I do if I am not satisfied with my package?
How do I go about processing the claim for my shipment?
Where can I see my new US Home Address?
I've already purchased something with a merchant but I indicated my old delivery address. Will you be able to pick my package from the old address?
Is there anything I need to do?
We encourage customers to familiarize themselves with our charges
page, which should help provide a good estimate. Unfortunately, it is
impossible to determine the exact charges in advance, as we do not know
the size and weight of the parcel coming from the merchant.
Your
registered credit card will be charged with your shipping costs, as
well as any taxes and duties after delivery.
comGateway
will automatically send each package as soon as it arrives in our
facility. However, for purchases made through the U.S. Home Delivery
service, customers can choose to have comGateway
hold their packages until they have all arrived and deliver them to the
home address at the same time. This is what we refer to as Consolidation. Consolidating packages into a single or
fewer shipments will save on shipping costs, but it may also extend the
arrival of the items if some packages are slower to reach your
registered comGateway U.S. address.
You can consolidate deliveries under My Account >> My Purchases on comGateway's main site by checking the appropriate checkboxes against your purchases. We can consolidate up to 3 orders for you made over 3 days (ie. if the first order is made on Day 1, the third order must be made before U.S. midnight on Day 3). We must receive all your 3 orders before your first package arrives at your unique U.S. address, and once an order has been consolidated, it cannot be re-consolidated.
Consolidation is currently not available for purchases made through our Concierge service.
If you are expecting several items from the same merchant order to arrive arriving in multiple packages, please let us know by indicating in the "Multiple Shipments" checkbox against your transaction in My Account >> My Purchases on comGateway's main site. From there, you are able to indicate the total number of packages you are expecting from the same merchant.
Once your package reaches our U.S. facility, your items will be delivered within 4-6 business days to your home address.
Please note: Don't forget to factor in the domestic shipping time needed for
your package to be shipped from the merchant to your registered comGateway
U.S. address. Many online merchants offer a variety of shipping
methods, with different speeds and prices. Be sure to choose the
domestic shipping method that best fits your needs and budget.
Our couriers will typically contact you via mobile phone to arrange a suitable delivery time.
Someone
will need to receive and sign for the package upon delivery at your
registered delivery address, though they do not need to be the
registered comGateway account user.
We do not repackage items received at our U.S. facility. All boxes are shipped in the original packaging from the merchant.
Contact comGateway at customerservice@comgateway.com
Contact comGateway at customerservice@comgateway.com and where necessary, we will arrange for an independent assessment of your claim. Based on the results of this assessment, we will advise the next steps.
Your new US Home Address will be reflected in comGateway shopping panel from 21st January 2008 onwards after you login to use our US Home Delivery Service. This is located on the left side of your shopping window.
We have made arrangements for pick- ups from the old address to the new distribution facility until 29th February 2008.
No, except that you might want to update this new address on the shopping cart of merchants that you have shopped with.
Will I have to pay any U.S. sales tax on my purchase?
How do I pay the duties and taxes on my purchase?
How do I determine whether my purchase will have taxes or duties applied?
No. There is currently no sales tax in Oregon, where your U.S. address is located.
comGateway
will automatically pay any duties on your behalf. You will be charged
for these duties, along with a 5% service fee on the amount, just
before your package is delivered.
We
encourage customers to familiarize themselves with the customs
guidelines in their home country, which should help you determine if
your purchases will be subject to any Customs taxes or duties.
How do I change my registered phone number/e-mail/other details?
What should I do if I have forgotten my mobile phone PIN?
How do I close my comGateway account?
By clicking on the "My Account" button on our top toolbar, you will be able to update your:
• Registered e-mail address
• comGateway password
• Registered mobile phone number
• Mobile phone PIN
• Registered delivery address
• Registered credit card number
You can apply to have your PIN reset through the "Reset my mobile PIN" link on the "My Account" page.
If
you would like to close your account, you may close your account by
following the "Close Account" link in the "My Account" page.
Apparel and Accessories
Check
the item description for details about exact colors and sizing. Most
good websites offer comprehensive sizing guides so you can determine
the correct size you need.
Books, Music and Movies
Buy only from reliable, established sellers to ensure the authenticity of your purchase.
For DVDs, please be sure that the version you are purchasing is compatible with your home player.
Epicurean
Check
with the merchant to make sure the product will travel well via air
freight and will not perish for up to 4-6 days after its U.S. delivery
date. Please note we do not guarantee temperature control during
shipping and advise customers order perishable items with caution.
Electronics
The
voltage requirements for U.S. products is 110-120V. If you are
purchasing an electronic item and the voltage requirements do not match
your domestic supply, you will require a transformer to operate it.
Home and Garden
Colors
and materials may not be accurately represented on a computer monitor.
Check the item description and verify with the merchant if you require
an exact color or material.
Fragile Items
When
purchasing fragile items, it is advisable to purchase from online
merchants that offer insurance or a return policy to safeguard your
purchase.
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