Q: How do I join the Business Program?

Go to your Account Settings Click Upgrade to Business Pay the US$100 annual fee to activate your benefits immediately

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

What do I do after buying from the merchant?

Accepted Answer

Once you’ve placed your order with the merchant, here’s what to do next:

Wait for the store to ship your order

Most merchants will send you an email with tracking details once your order is on the way.

Check how many packages your order will arrive in—

Some orders may be split into multiple shipments. Once you have tracking numbers, you can:

Log into your comGateway account

Go to Expected Deliveries

Enter the tracking info for each package

This helps us receive and process your packages faster.

Consider combining your shipments

You can shop from more than one merchant or place additional orders before shipping your packages internationally.

Why? Because:

The first half-kilo of any shipment is the most expensive

Every half-kilo after that costs significantly less

So the more you combine, the more you save

💡 Enjoy 7 or 30 days of free storage (Lite & Basic Member)

Question 3

How do I join the Business Program?

Accepted Answer

Go to your Account Settings

Click Upgrade to Business

Pay the US$100 annual fee to activate your benefits immediately

Question 4

What happens if my package is held at customs or rejected at the destination?

Accepted Answer

If your package is held by your country’s customs authority, the courier (DHL or FedEx) will typically:

Notify you directly about the issue

Request any necessary documents or payments (e.g. duties, invoices, ID)

You’ll need to follow your courier’s instructions to clear the package. If customs rejects or returns your package, here’s what happens:

The courier may attempt to return the package to comGateway’s U.S. address (if possible)

You may be charged for return shipping costs

If the package is confiscated by customs, a refund is not possible

🚫 Customs clearance issues are outside comGateway’s control. Always ensure your shipment complies with local import laws to avoid delays or seizure.

Question 5

What’s the difference between volumetric weight vs actual weight?

Accepted Answer

Shipping weight is based on whichever is greater:

Actual weight – the physical weight of your package in kilograms

Volumetric weight – how much space the package takes up

📦 If your package is large but lightweight (like a pillow in a big box), the
volumetric weight

Why is volumetric weight sometimes used instead of actual weight?

In international air shipping, space is just as important as weight. Large packages—even light ones—take up valuable cargo room.

That’s why couriers charge based on the larger of the two: actual weight vs. volumetric weight.

How is volumetric weight calculated?

Volumetric weight is calculated using the package’s dimensions:

Length × Width × Height (in cm) ÷ Volumetric Factor

Our courier partners (DHL and FedEx) use the industry standard volumetric factor to determine billable weight.

🧠 We always compare both weights—and you’re charged whichever is higher.

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Heads up: Merchant weight ≠ shipping weight

The shipping weight listed by U.S. retailers (on your order confirmation) is usually based on domestic ground shipping, and does not correspond to international air shipping criteria.

Domestic ground shipping calculations:

Might not include volumetric weight

May use a different formula altogether

So don’t rely on merchant info for estimating international shipping cost—learn how to estimate your shipping costs here

Shipping to Isle of Man

Estimate Shipping Cost to Isle of Man

$42.19

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