Q: What is the Business Program?

The comGateway Business Program is our top-tier membership designed for frequent shippers, resellers, and ecommerce users who need more storage, better rates, and access to fulfillment tools. For US$100/year , Business members get: Our lowest shipping rates across all weight tiers 5% BuyForMe fee - Look out for our email on promotional vouchers! 90 days free storage (longest available) Free repacking & consolidation Access to ecommerce warehouse tools and SNS integration

Question 1

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 2

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 3

What is the Business Program?

Accepted Answer

The comGateway Business Program is our top-tier membership designed for frequent shippers, resellers, and ecommerce users who need more storage, better rates, and access to fulfillment tools.

For US$100/year, Business members get:

Our lowest shipping rates across all weight tiers

5% BuyForMe fee - Look out for our email on promotional vouchers!

90 days free storage (longest available)

Free repacking & consolidation

Access to ecommerce warehouse tools and SNS integration

Question 4

What should I do if my package was delivered to the wrong U.S. Address?

Accepted Answer

Please contact the merchant as soon as possible and request for them to re-direct the package to your correct U.S. Address. Please note that the courier will only take instructions from the you, the sender.

Question 5

The online store I want to shop in does not ship outside the U.S. Is that what my U.S. Address is for?

Accepted Answer

Yes.

Visit How do I use my U.S. address?

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