Question 1

A merchant promotion is ending soon; can you help me place my BuyForMe order immediately?

Accepted Answer

Don’t worry, our ordering team fulfill BuyForMe orders within 24 hours.

Question 2

It says your office was closed when the courier tried to deliver my package. What happens next?

Accepted Answer

If your package was delivered when our U.S. warehouse was closed, don’t worry—couriers like USPS, FedEx, or UPS will usually attempt redelivery within 1–2 business days.

🕒 No action needed on your part—we’ll receive and process your package as soon as it’s redelivered.

Question 3

How do I use OneBox?

Accepted Answer

Log into your account and go to Ship OneBox

You will see your packages that can be safely combined together in one container. Select a minimum of two packages and click "Proceed with OneBox.”

Select or provide packing instructions, if any.

Agree to the Terms and Conditions and click "Confirm."

Complete the rest of the checkout process.

Once checkout is complete, your packages will no longer appear on your dashboard while our warehouse team is processing your request. This can take up to two business days.

You'll receive 2 notification emails: when your OneBox request is received and upon its completion.

You can view your request history by going to the Service Order in your Dashboard.

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 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.

Question 4

How do I make a Customs Order Declaration?

Accepted Answer

Customs regulations require that we declare the value of all packages shipped internationally from the U.S. The declared value must reflect what you paid for the items inside.

If you bought directly from the merchant:

If the merchant included an invoice, we’ll use that to declare your item’s value

If there’s no invoice, you’ll be asked to declare the value yourself during the shipping process in your account

✍️ You must accurately declare the value

If you used BuyForMe:

No action needed—we declare the value based on your order with us.

Accurate Declarations Are Required

Submitting an incorrect or undervalued declaration can result in serious consequences, including:

Package seizure by Customs

Fines or penalties

Criminal charges in some jurisdictions

To avoid delays, legal issues, or loss of goods, you must always declare the true purchase value of your items—even if they’re gifts, discounted, or secondhand.

✅ When in doubt, use the amount you paid the merchant as your declared value.

Not sure what’s in your package?

Request our Package/Order Checking Service for $5. We’ll open the package and confirm the contents for you.

📧 Email us to request this.

Shipping to China? Read this first:

According to China Customs:

If your shipment contains multiple items, the total value must not exceed RMB2000

If it does, you’ll need to split the shipment (we can help—email or Live Chat us)

If you’re shipping one item, it can exceed RMB2000, but you must still pay all applicable taxes/duties

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.

Question 5

Why hasn’t my package arrived at my U.S. Address yet?

Accepted Answer

If you purchased directly from the merchant, we recommend checking with them for delivery updates.

Be sure to confirm:

Your order has been shipped

The correct U.S. shipping address (including your Suite ID) was entered

The delivery is not still in transit with the courier

📦 Once your package arrives at our warehouse, it will appear in your account in 1-2 business day

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