Q: My item was lost in transit. When I bought it, it was US$50 on sale. Now it’s retailing for US$100. What is my claimable amount?

Your claim is based on the declared value at the time of shipment —not the current market price. So in this case, since the item was declared at $50 , that would be the maximum claimable amount , even if the item’s value has increased since then. 🧾 This is why it’s important to declare your item’s full value accurately when you ship—any claims depends on it.

Question 1

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 2

Can I return a package currently at my U.S. address?

Accepted Answer

Yes—we can help you return packages from your U.S. address to the original merchant.

Just note: comGateway is not the seller, so we can’t guarantee your return will be accepted. Please check the merchant’s return policy before starting.

If you’ve already received the package and want to return it from your home country, see this guide on international returns:

How it works:

You request the return.

We help coordinate and ship the package back to the merchant.

If the return is approved and processed, any refunds go directly to you.

If you’ve already received the package and need to return an order, see for international returns.

Charges for U.S. domestic returns:

$4.00 return processing fee for the first package

$2.50 per additional package in the same return request

You’ll also cover:
- Domestic return shipping costs (if applicable)
- Any fees charged by the merchant

If You Bought Directly from the Merchant (and the item is still at your U.S. Address)

1. Check the merchant’s return policy:

Is the item eligible for return or replacement?

Is there a returns window (e.g. 15–60 days)?

Will the refund be to your original payment or store credit?

Will the merchant provide a prepaid return label?

2. Gather required documents from the merchant:

A commercial invoice

A return label

An RMA (return authorization number) if applicable

⚠️ If no return label is provided, you’ll need to cover the U.S. domestic shipping fee.

3. Email us

Let us know what item(s) you want to return. Attach:

A copy of the return label (if available)

RMA number (if provided)

We’ll review and send you:

A shipping quote

Our return processing fee

Payment instructions

4. Make payment

Complete payment via My Account > Payment Requests.

5. Return processing & refund

We’ll process the return in 2 business days.

After return, track the refund with the merchant directly.

comGateway does not manage refunds for direct purchases.

If You Used BuyForMe (and the item is still at your U.S. Address)

1. Contact us

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

Review the merchant’s return policy

Obtain a return label + RMA from the merchant (if applicable)

Send you the full quote (including processing + domestic shipping fees)

2. Confirm and pay

Once you approve, make payment via My Account > Payment Requests.

3. Return processing

We’ll handle the return within 2 business days

Courier will pick up your item from our warehouse

You’ll receive:
- A consignment note
- A tracking number

4. Refund processing

After the merchant issues a refund, we’ll transfer the amount to your original payment method

This will happen within 7 business days, minus any return fees

Question 3

What are your accepted payment methods?

Accepted Answer

We accept Visa, American Express, JCB, China Unionpay, Mastercard, and PayPal as payment.

We also accept debit and pre-paid cards.

Question 4

What is the Free Shipping Upgrade?

Accepted Answer

If you’re a Prime member:

Pay for Standard Shipping

Automatically get upgraded to Express Shipping (3–6 business days)

Question 5

My item was lost in transit. When I bought it, it was US$50 on sale. Now it’s retailing for US$100. What is my claimable amount?

Accepted Answer

Your claim is based on the declared value at the time of shipment—not the current market price.

So in this case, since the item was declared at $50, that would be the maximum claimable amount, even if the item’s value has increased since then.

🧾 This is why it’s important to declare your item’s full value accurately when you ship—any claims depends on it.

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