Question 1

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 2

I have paid for a BuyForMe order but some items within my order are now unavailable and have not been placed. When will I be refunded for these items?

Accepted Answer

Rest assured, comGateway only charges you for the items that were placed. Therefore, no refund is required for items that were not placed.

Question 3

How can I check the status of my BuyForMe orders?

Accepted Answer

You are able to view a list of your BuyForMe Orders when you click on BFM Orders in your sidebar of your account.

Tapping on the order number will allow you to see the details of your order you placed with us.

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Question 4

What will happen to my membership?

Accepted Answer

Your account will be automatically upgraded to Prime post-migration to www.comgateway.com

To check your current membership status, go to Dashboard. There, you’ll see:

Your membership tier

validity period

Question 5

Do you have a package checking service? I want to check what’s in my package to ensure that the merchant delivered my items correctly and in good order.

Accepted Answer

Yes, we do provide package checking service upon request with a fee of US$5.00 and is fulfilled within 1-2 business days.

Please email your request to our customer service team.

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