Q: When do I have to pay additional taxes and duties to the delivery agent?

Depending on your country’s customs regulations, you may be required to pay duties and taxes upon delivery. If so, your local courier (like DHL or FedEx) will collect the payment before or at the time of delivery. 💰 These charges are set by your country’s customs authority—not comGateway—and are separate from your shipping fee. To avoid surprises, check your country’s import rules or contact your local customs office for estimated duties.

Q: What if the merchant sent me the wrong item?

Don’t worry—it happens, and we can help. If your package hasn’t been shipped internationally yet and is still at your U.S. Address, we can help you return it directly to the merchant . Just follow the steps here: 👉 Can I return a package currently at my U.S. Address? If you’ve already received the package at home , you can still return it internationally (as long as the merchant allows it): 👉 Can I return a package that I have already received? 🔁 Before you start, check the merchant’s return policy to make sure the item is eligible for return or replacement.

Question 1

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 2

When do I have to pay additional taxes and duties to the delivery agent?

Accepted Answer

Depending on your country’s customs regulations, you may be required to pay duties and taxes upon delivery. If so, your local courier (like DHL or FedEx) will collect the payment before or at the time of delivery.

💰 These charges are set by your country’s customs authority—not comGateway—and are separate from your shipping fee.

To avoid surprises, check your country’s import rules or contact your local customs office for estimated duties.

Question 3

What if the merchant sent me the wrong item?

Accepted Answer

Don’t worry—it happens, and we can help.

If your package hasn’t been shipped internationally yet and is still at your U.S. Address, we can help you return it directly to the merchant. Just follow the steps here:

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

If you’ve already received the package at home, you can still return it internationally (as long as the merchant allows it):

👉 Can I return a package that I have already received?

🔁 Before you start, check the merchant’s return policy to make sure the item is eligible for return or replacement.

Question 4

What is comGateway China shipping?

Accepted Answer

comGateway now offers a virtual address in Beijing, China. You can use this address to shop from Chinese online stores and ship your purchases worldwide — just like how you currently ship from your US virtual address in Portland.

Question 5

How Non-China Users Shop on Tmall

Accepted Answer

Q1: Can non-China users shop on Tmall?

Yes. Non-China users can shop on Tmall by registering an account with an overseas phone number and using either:

DIY shopping (you place the order yourself), or
BuyForMe (BFM) service (comGateway places the order for you).

Q2: What do I need before starting?

Before registering, please prepare the following:

1) Phone Number

Overseas phone numbers are supported
Verification is done via OTP (SMS code)

2) Payment Method (DIY users only)

Alipay (most reliable and recommended)Reference: Alipay for overseas users
Some sellers may accept international credit cards, but this is not guaranteed

3) China Delivery Address (DIY users only)

Use your comGateway China warehouse address exactly as shown below:

Region (所在地区): 北京市 > 大兴区 [Beijing/Beijing/Daxing District/Ronghua Street] Address (地址):科创三街隆宝源工业园2号楼易连Your Suite + CGW + Your Name 邮编 100023 Recipient Name (姓名): 康捷威 Postal Code (邮编): 100023 Telephone (电话): 13301205932

Important Address Notes

In the address field, after科创三街隆宝源工业园2号楼易连 please add:Your Suite + CGW + Your Name Example:科创三街隆宝源工业园2号楼易连 AUX-ABC CGW Peter Chan 邮编 100023 Always enter 康捷威 as the recipient name.

4) Website Translation Tool

Tmall is mainly in Chinese
Google Translate or similar tools are strongly recommended

Q3: How do I register a Tmall account?

Go to https://www.tmall.com
Select Language > English
Click “Free to register”
Enter your phone number and complete SMS verification

Common issues
If you don’t receive the SMS:

Retry after 30–60 seconds
Check if your phone blocks overseas SMS

Q4: How do I set up my delivery address?

(For DIY users)

Go to Account > Address
Paste your comGateway China warehouse address
Click "Select to set as default delivery address" & click "Confirm" to save the address.

Recipient name: 康捷威 Phone number: 13301205932 Full Chinese address (see Q2)

Q5: How do I search for products on Tmall?

You can shop in two ways:

Browse Categories -Categories are listed on the left side of the homepage. Useful for brand or general browsing
Use the Search Bar - Search using Chinese product names. Use Google Translate to find the correct Chinese keywords
Tips for choosing a good seller
Check seller reputation and years of operation. Read customer reviews and view buyer photos. Review product descriptions carefully

Q6: How do I place an order?

Option A: DIY Shopping

Click the product
Select options (color, size, quantity, etc.)
Click Add to Cart (加入购物车) or Buy Now (立即购买)

Option B: For comGateway BFM user

Create BFM order with the product details and comGateway BFM team will take care of the purchase and its delivery to your comGateway address in China. Your will be notified upon package arrival.

Q7: How does checkout work?

Go to your cart
Select the items
Click Checkout / 结算
Confirm:
Shipping address (Your comGateway China address)
Delivery option
Price and vouchers
Click Pay / 提交订单

Q8: How can non-China users pay on Tmall?

Option A: Alipay (Recommended)

Click Pay at checkout
Redirected to Alipay
Choose payment method
Confirm amount
Payment successful

Option B: International

Credit/Debit Card (Limited)

Some sellers may support:

Visa
MasterCard

Availability depends on:

Seller
Product category
Whether international checkout is enabled

If you don’t see card options, that seller does not support it.

Q9: How do I track my Tmall orders?

Go to My Orders / 我的订单
Check order status:
- Paid
- Shipped
- Delivered
View courier tracking number
Optional- Screenshot the order page and update “Expected Deliveries” in your comGateway dashboard

Shipping to French Guiana

Estimate Shipping Cost to French Guiana

$97.93

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