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.

Question 1

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 2

What should I do if my package was delivered to the wrong U.S. Address?

Accepted Answer

Please contact the merchant as soon as possible and request for them 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.

Question 3

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 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

How do I shop and ship with comGateway?

Accepted Answer

Shopping with comGateway is easy, whether you’re buying directly from U.S. stores or need help placing your order.

🛍️ If the online store accepts your card:

Shop from any U.S. online store.

At checkout, enter your comGateway U.S. address as your shipping address.

Log into your comGateway account and let us know which packages you’re expecting.

When your packages arrive, you’ll get an email with:
Package weight
Date of receipt
Scanned invoice(s)
Repack status (if available)

Go to your dashboard to view your packages and manage shipping:
Store your items for up to 30 days
Consolidate or repack packages
Ship internationally at our discounted rates

💡 Even if the merchant ships overseas, comGateway is often cheaper—and gives you more control.

🛒 If the online store doesn’t accept your international payment method:

Use our BuyForMe service. Just tell us what you want to purchase, and we’ll buy it for you using our U.S. payment method.

📦 Summary: Your comGateway Shopping Flow

💬 Still not sure what path to take?

Check our FAQ on BuyForMe Service or Shipping from Your U.S. Address for more detail.

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