Q: The merchant has indicated that my package(s) has been delivered to my U.S. Address. Why isn't it displayed in 'Packages at U.S. Address'?

Packages are typically updated in your account by the end of the next business day after they arrive at our U.S. warehouse. However, delays can happen if: The recipient name doesn’t match the name on your comGateway account The shipping address is incomplete or missing your Suite ID If you still don’t see the package after 2 business days , please contact us with: A copy of the merchant invoice The shipping tracking number We’ll help locate and assign the package to your account.

Question 1

I can’t make payment, what should I do?

Accepted Answer

Payment problems? Try these quick fixes—they work for most:

Clear your cache and cookies and try again

Make payment using a different browser

Use PayPal at checkout if your card isn’t working

Question 2

The merchant has indicated that my package(s) has been delivered to my U.S. Address. Why isn't it displayed in 'Packages at U.S. Address'?

Accepted Answer

Packages are typically updated in your account by the end of the next business day after they arrive at our U.S. warehouse.

However, delays can happen if:

The recipient name doesn’t match the name on your comGateway account

The shipping address is incomplete or missing your Suite ID

If you still don’t see the package after 2 business days, please contact us with:

A copy of the merchant invoice

The shipping tracking number

We’ll help locate and assign the package to your account.

Question 3

China Export Restrictions

Accepted Answer

Shipping from your China Address

1. Value of the commodities

According to China export regulations, all personal shipments exported from Mainland China have to meet the following requirements:

Maximum Invoice Value	Ship to Hong Kong, Macau And Taiwan	Ship to Other Countries
For Undividable Single Item	No Value Limit	No Value Limit
For Multiple Items	RMB 800	RMB 1,000

2. Destination Duties and Taxes

User acknowledges and agrees that the services do not include customs or taxes (except where clearly stated) and that we are not a customs agent or broker.

We are solely responsible for the export and import of its packages and shipments.

The user is solely responsible for the payment of any and all customs, duties, tariffs, taxes, or other charges or fees of any nature relating to the shipment.

3. Unacceptable Shipment

User agrees that Products will be deemed unacceptable for Shipment if It is classified as hazardous material, dangerous goods, prohibited or restricted articles by IATA (International Air Transport Association), ICAO (International Civil Aviation Organization), any applicable government department or other relevant organization e.g. China Export Controls

Restricted Good List:

All kinds of Alcohol-based or Flammable products (e.g. Hair Tonic, Hair Spray, perfumes, cologne, toners, sanitizers, etc)
Any external battery or power bank for smartphones or tablets devices
Any type of standalone batteries
Wireless earbuds - Wireless earbuds case contains LI Batt
Item with battery
Food
Health Supplement
All kind of liquids (lotion, cream, toothpaste, contact lens with liquid, etc)
Flammable items such as paint, perfume, nail polish Essential oils, diffuser oils, fragrance oil and perfume oil
Any unidentifiable material, substance or chemical.
Tobacco products
Petroleum products
Articles, publications of a pornographic or obscene nature
Alcohol products and beverages

• Please refer to FAQ for full list of items

Question 4

How long can I store my packages?

Accepted Answer

You get 7 & 30 days (Lite & Basic) of free storage at your U.S. address while you wait for other packages to arrive or consolidate your shipment.

After that, a $1/kg/day storage fee applies per package.

🚀 Prime customers enjoy up to 60 days of free storage.

Question 5

How do I ship my packages home?

Accepted Answer

Once your orders have arrived at your U.S. address and you’re ready to ship, just log in to your comGateway account:

Go to My Packages

Select the packages you want to ship

Choose your shipping method: Standard or Express

Complete your international shipping payment

Your items will be shipped via our trusted partners, DHL and FedEx, and delivered right to your doorstep.

Delivery Speed Options

⏱️ Delivery times are calculated from the next business day after payment is made

📦 comGateway manages the end-to-end process—our timeline starts when you ship, not when the courier picks it up.

Important Notes & Delivery Considerations

Some factors may affect delivery time:

Repacking: Adds 2–3 business days to your timeline

Public holidays: U.S. and destination holidays may cause delays

Remote areas: Add 3–5 extra days for off-route locations

Customs restrictions:
- China: Only eligible for Standard Shipping, delivery may take 8–15 days
- Russia: Private parcels are restricted; consignee must hold a business license

Shipping to British Indian Ocean Territory

Estimate Shipping Cost to British Indian Ocean Territory

$42.19

Shipping Solutions Backed by World-Class Couriers

Support

About Us

Learn More

Want First Dibs on Shipping & BuyForMe Discounts?

For comGateway updates