Q: When do I have to pay additional taxes and duties to the delivery agent?

Depending on your country’s customs regulations, you may be required to pay duties and taxes upon delivery. If so, your local courier (like DHL or FedEx) will collect the payment before or at the time of delivery. 💰 These charges are set by your country’s customs authority—not comGateway—and are separate from your shipping fee. To avoid surprises, check your country’s import rules or contact your local customs office for estimated duties.

Question 1

When do I have to pay additional taxes and duties to the delivery agent?

Accepted Answer

Depending on your country’s customs regulations, you may be required to pay duties and taxes upon delivery. If so, your local courier (like DHL or FedEx) will collect the payment before or at the time of delivery.

💰 These charges are set by your country’s customs authority—not comGateway—and are separate from your shipping fee.

To avoid surprises, check your country’s import rules or contact your local customs office for estimated duties.

Question 2

What do you do to protect my information?

Accepted Answer

We're invested in creating a safe, secure environment for our customers to shop. In addition to achieving major industry standards, information on our website is encrypted, and we're also PCI-DSS compliant.

Question 3

Can I return a package that I have already received? And do an international return?

Accepted Answer

Yes! You can return eligible items, whether you:

Purchased directly from a U.S. merchant, or

Ordered through our BuyForMe service

You can return items from your U.S. Address or from your home country, depending on the situation.

If your package is still at your U.S. Address, we can help you return it directly to the merchant from there—no need to ship it home to yourself first. Learn more here:

❌ Some items (like liquids, perishables, or restricted goods) may not be eligible for international returns. We’ll confirm this during the return request process.

If You Bought Directly from the Merchant

1.Check the merchant’s return policy

Before starting a return, check:

Is the item returnable?

How refunds are issued—store credit or original payment?

Is there a returns window (typically 15–60 days)?

Note: International shipping back to the merchant can take 7–10 business days.

2.Get the necessary documents from the merchant

A commercial invoice

A return label

An RMA number (return authorization), if required

⚠️ For some returns, the merchant won’t offer a prepaid label. That means you will be responsible for any domestic U.S. shipping costs in addition to the international return fee.

3.Email us

Let us know which item(s) you want to return. We’ll:

Review the merchant’s return policy

Send you a quote for international return shipping

Include a returns admin fee in the quote

4.Choose your return method: 2 options

Option A: Use comGateway’s courier:

We’ll arrange pickup from your location

Pay the quoted amount in your My Account > Payment Requests

You’ll need to print and attach the return label, commercial invoice, and any RMA provided

The delivery agent will provide a courier consignment note and tracking number

Option B: Use your own courier:

You’re free to manage the return on your own

Please inform us if you proceed independently

5.Refunds

After the merchant receives your item:

They will issue a refund based on their policy

comGateway does not manage refunds for direct purchases—you’ll need to liaise with the merchant directly.

If You Used BuyForMe for the order

1. Contact us

Email us with the item(s) you’d like to return. We’ll:

Review the merchant’s return terms

Send a quote for return shipping and the admin fee

2. Confirm your return

If you wish to proceed, we’ll send you:

A return label

A commercial invoice

An RMA number, if applicable

You’ll need to print and affix these documents to your package.

3. Pickup + Tracking

comGateway will arrange for the courier to pick up the return

The delivery agent will provide:
- A consignment note
- A tracking number

4.Refund processing

Once the merchant refunds us, we’ll transfer your refund to your original payment method

This will happen within 7 days, minus any applicable charges

Question 4

What happened to secure.comgateway.com & secure.hopshopgo.com?

Accepted Answer

Both sites have been upgraded to www.comgateway.com.

Question 5

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.

Shipping to Singapore

Estimate Shipping Cost to Singapore

$34.79

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