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.

Q: How long does will it take for my BuyForMe purchase to reach my U.S. Address?

Most merchants take around 5–10 business days to process and deliver your order to your U.S. address after we’ve placed it. 📦 Shipping times vary by store, but we’ll notify you as soon as your package arrives.

Question 1

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 2

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

Question 3

How may I make a customized purchase from a merchant?

Accepted Answer

Easy, simply input your request in the BuyForMe order form under 'Other Instructions'.

Question 4

How long does will it take for my BuyForMe purchase to reach my U.S. Address?

Accepted Answer

Most merchants take around 5–10 business days to process and deliver your order to your U.S. address after we’ve placed it.

📦 Shipping times vary by store, but we’ll notify you as soon as your package arrives.

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 India

Estimate Shipping Cost to India

$36.9

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