Q: Can I still use secure.comgateway.com & secure.hopshopgo.com?

Yes, but only for: Viewing historical shipment/order records Tracking pre-migration BFM or shipment requests Both sites will be discontinued by 15 August 2025.

Question 1

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

Question 2

Can I still use secure.comgateway.com & secure.hopshopgo.com?

Accepted Answer

Yes, but only for:

Viewing historical shipment/order records
Tracking pre-migration BFM or shipment requests

Both sites will be discontinued by 15 August 2025.

Question 3

What is Elevated Risk Surcharge?

Accepted Answer

Elevated Risk surcharge of $30 is applied when shipping to or importing from a destination country, DHL is operating at elevated risk due to continuous state of war, civil unrest, or continuous threats from terrorism.

Countries affected (subject to change):

Afghanistan, Bahrain, Burkina Faso, Democratic Republic of the Congo, Haiti, Iraq, Israel, Jordan, Kuwait, Lebanon, Libya, Mali, Oman, Qatar, Somalia Mogadishu, Saudi Arabia, Sudan, Syria, Ukraine, United Arab Emirates, Venezuela and Yemen.

Question 4

My package is damaged or lost— can I make an insurance claim?

Accepted Answer

If your package arrives damaged—or doesn’t arrive at all—please contact our customer service directly, not the ground delivery agent.

To file a claim, email us with:

Your package number

Your Airway Bill Number

A photograph of damage (if applicable)

Your order information or receipt

Once we receive your claim, we’ll process it within 5-7 business days.

Approved refunds are issued within 3–5 business days, but depending on your bank, it may take an additional 1–2 weeks to appear on your statement.

🛠️ Don’t worry—we’ll guide you through every step.

Question 5

How do I ensure that I am shopping the U.S. version of the online store?

Accepted Answer

There are two things to look out for:
1. Selecting Store Location or URL to U.S.

When you are at the merchant website, ensure that the store location or URL is set to U.S./ United States

Selecting your local region site may only show limited shopping selections reflect higher international prices.

Many merchants will embed international shipping costs into their international product selection.

2. Always Select US Currency To View Prices

Choose to view shopping in your local currency and you’ll often be shown higher prices. To compensate with currency fluctuations, many merchants quote inflated exchange rates.

Tip: Make sure that what you are shopping for is not a prohibited item for international shipping. For a full listing, please visit Prohibited Items.

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