Question 1

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.

Question 2

How does the Business Program compare to other membership tiers?

Accepted Answer

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Question 3

Are there items I can’t purchase that are prohibited for international shipping?

Accepted Answer

Dangerous / Combustive Materials

Flammable Liquids- • perfumes • colognes • eau de toilette • fragrance sprays • nail polish & nail polish removers • toners • sanitizers • after shaves • essential oils & diffuser oils • alcoholic beverages • compressed gas cylinders • sprays • aerosol cans • hairsprays • shaving creams • hair mousse • treatments containing alcohol (Rogaine) • fuels • battery fluids • gasoline • lighters with lighter fuel • petroleum • gas torches	Oxidizing Substances & Organic Peroxides • bleach • paint thinners & removers • adhesive products (glue, silicone) • turpentine • fertilizers • weed killers • insecticides	Flammable Solids Lithium batteries unless they comply with the following packaging requirements; • contained in properly packaged equipment • batteries securely cushioned & packed to prevent short circuiting
ExportControlled Items (any product which can be used in military, chemical or biological weapons, missile technology, or nuclear proliferation) • handcuffs • leg cuffs • ankle cuffs • police-type batons • spraying & fogging systems	Firearms &Weapons / Firearms(or parts thereof) and associated equipment & offensive weapons • sharp items such as hunting knives and swords • imitation arms including toy guns, toy pistols, hand grenades • firecrackers and fireworks • cigarette lighters resembling weapons	Drugs • controlled chemicals including substances used for the manufacture of dangerous drugs or psychotropic substances • narcotic drugs • prescription drugs • unlicensed drugs
Valuables • antiques • art works • precious metals & stones • jewelry / luxury Watch • diamonds • gold & silver • currency • bullion	Others • pornographic materials • counterfeit/replica goods • magnetic material • radioactive material & waste • items requiring temperature-control/ perishable goods

You will be held responsible and liable for paying any related cost occurred should you choose to ship these items.

All shipments must comply with the import laws of the country of your shipment destination.

When in doubt, please contact our Customer Service team.

Question 4

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 5

What are OneBox terms and conditions?

Accepted Answer

By confirming this request, you agree and allow comGateway to discard or cut external packing materials to reduce volumetric weight. This may affect its eligibility for Returns, depending on the merchant's policies. We do not guarantee that all your items will fit in one container, but trust that our expert warehouse team will put them in the least number of boxes or polybags without compromising its safety during international delivery. This process cannot be undone and is irreversible. OneBox package(s) is not eligible to be split into multiple packages. Processing will take up to 2 business days to complete. However, depending on the complexity of your instructions, additional processing days may be needed. We cannot guarantee that all additional instructions will be carried out. If OneBox is not feasible on your selected packages, we’ll notify you and payment will be refunded.

Shipping to Uzbekistan

Estimate Shipping Cost to Uzbekistan

$82.03

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