Q: Can I still use secure.comgateway.com & secure.hopshopgo.com?

Yes, but only for: Viewing historical shipment/order records Tracking pre-migration BFM or shipment requests Both sites will be discontinued by 15 August 2025.

Q: What is fuel surcharge?

Fuel surcharge (FS) is an additional fee imposed by our logistics partners (like DHL and FedEx) to account for fluctuating fuel costs. It’s calculated based on: The current fuel price , and The total shipping amount , including any remote area surcharge (if applicable) 🔋 Fuel surcharges vary from month to month depending on fuel market prices.

Question 1

Can I return a package that I have already received? And do an international return?

Accepted Answer

Yes! You can return eligible items, whether you:

Purchased directly from a U.S. merchant, or

Ordered through our BuyForMe service

You can return items from your U.S. Address or from your home country, depending on the situation.

If your package is still at your U.S. Address, we can help you return it directly to the merchant from there—no need to ship it home to yourself first. Learn more here:

❌ Some items (like liquids, perishables, or restricted goods) may not be eligible for international returns. We’ll confirm this during the return request process.

If You Bought Directly from the Merchant

1.Check the merchant’s return policy

Before starting a return, check:

Is the item returnable?

How refunds are issued—store credit or original payment?

Is there a returns window (typically 15–60 days)?

Note: International shipping back to the merchant can take 7–10 business days.

2.Get the necessary documents from the merchant

A commercial invoice

A return label

An RMA number (return authorization), if required

⚠️ For some returns, the merchant won’t offer a prepaid label. That means you will be responsible for any domestic U.S. shipping costs in addition to the international return fee.

3.Email us

Let us know which item(s) you want to return. We’ll:

Review the merchant’s return policy

Send you a quote for international return shipping

Include a returns admin fee in the quote

4.Choose your return method: 2 options

Option A: Use comGateway’s courier:

We’ll arrange pickup from your location

Pay the quoted amount in your My Account > Payment Requests

You’ll need to print and attach the return label, commercial invoice, and any RMA provided

The delivery agent will provide a courier consignment note and tracking number

Option B: Use your own courier:

You’re free to manage the return on your own

Please inform us if you proceed independently

5.Refunds

After the merchant receives your item:

They will issue a refund based on their policy

comGateway does not manage refunds for direct purchases—you’ll need to liaise with the merchant directly.

If You Used BuyForMe for the order

1. Contact us

Email us with the item(s) you’d like to return. We’ll:

Review the merchant’s return terms

Send a quote for return shipping and the admin fee

2. Confirm your return

If you wish to proceed, we’ll send you:

A return label

A commercial invoice

An RMA number, if applicable

You’ll need to print and affix these documents to your package.

3. Pickup + Tracking

comGateway will arrange for the courier to pick up the return

The delivery agent will provide:
- A consignment note
- A tracking number

4.Refund processing

Once the merchant refunds us, we’ll transfer your refund to your original payment method

This will happen within 7 days, minus any applicable charges

Question 2

What if I want to ship fragile items like LED/Plasma television sets?

Accepted Answer

Yes—but fragile items like LED/Plasma TVs must be crated to qualify for shipping insurance.

📦 Crating fee: approx. $300 USD and above (Crating fees are quoted individually based on your item’s size and fragility)

🚚 Your shipping cost will be based on the total crated weight

🧱 Crating helps protect your fragile item during transit and ensures it qualifies for insurance.

If your item arrives at our U.S. warehouse and is flagged as needing extra protection, you’ll have two options:

Ship it as-is
We’ll send it without crating
Insurance will only cover loss, not damage

Approve crating
Your item will be professionally crated for safety
Insurance will then cover damage as well

The following items are usually fragile and subject to crating

Big/flat screen TVs

Chandeliers

Large porcelain/glass figurines

Mirrors

How much does crating cost?

Crating fees are quoted individually based on your item’s size and fragility

Crating adds weight and volume, which may increase your shipping cost

Only select couriers accept crated packages

📦 If crating is required, we’ll contact you with full details before proceeding.

⚠️ Crating increases your package’s dimensions and weight.

Your shipping rate will be based on the greater of the two actual weight or volumetric weight.

Question 3

Who should join the Business Program?

Accepted Answer

The Business tier is ideal if you:

Resell U.S. products on local marketplaces

Ship multiple times a month

Want priority processing and support

Need a more robust system for tracking, managing, and automating your U.S. orders

It’s especially great for Shopify/Etsy sellers, TikTok/Instagram live sellers, or wholesale buyers.

Question 4

Can I still use secure.comgateway.com & secure.hopshopgo.com?

Accepted Answer

Yes, but only for:

Viewing historical shipment/order records
Tracking pre-migration BFM or shipment requests

Both sites will be discontinued by 15 August 2025.

Question 5

What is fuel surcharge?

Accepted Answer

Fuel surcharge (FS) is an additional fee imposed by our logistics partners (like DHL and FedEx) to account for fluctuating fuel costs.

It’s calculated based on:

The current fuel price, and

The total shipping amount, including any remote area surcharge (if applicable)

🔋 Fuel surcharges vary from month to month depending on fuel market prices.

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