Q: The merchant has indicated that my package(s) has been delivered to my U.S. Address. Why isn't it displayed in 'Packages at U.S. Address'?

Packages are typically updated in your account by the end of the next business day after they arrive at our U.S. warehouse. However, delays can happen if: The recipient name doesn’t match the name on your comGateway account The shipping address is incomplete or missing your Suite ID If you still don’t see the package after 2 business days , please contact us with: A copy of the merchant invoice The shipping tracking number We’ll help locate and assign the package to your account.

Question 1

What if I want to ship fragile items like LED/Plasma television sets?

Accepted Answer

Yes—but fragile items like LED/Plasma TVs must be crated to qualify for shipping insurance.

📦 Crating fee: approx. $300 USD and above (Crating fees are quoted individually based on your item’s size and fragility)

🚚 Your shipping cost will be based on the total crated weight

🧱 Crating helps protect your fragile item during transit and ensures it qualifies for insurance.

If your item arrives at our U.S. warehouse and is flagged as needing extra protection, you’ll have two options:

Ship it as-is
We’ll send it without crating
Insurance will only cover loss, not damage

Approve crating
Your item will be professionally crated for safety
Insurance will then cover damage as well

The following items are usually fragile and subject to crating

Big/flat screen TVs

Chandeliers

Large porcelain/glass figurines

Mirrors

How much does crating cost?

Crating fees are quoted individually based on your item’s size and fragility

Crating adds weight and volume, which may increase your shipping cost

Only select couriers accept crated packages

📦 If crating is required, we’ll contact you with full details before proceeding.

⚠️ Crating increases your package’s dimensions and weight.

Your shipping rate will be based on the greater of the two actual weight or volumetric weight.

Question 2

The merchant has indicated that my package(s) has been delivered to my U.S. Address. Why isn't it displayed in 'Packages at U.S. Address'?

Accepted Answer

Packages are typically updated in your account by the end of the next business day after they arrive at our U.S. warehouse.

However, delays can happen if:

The recipient name doesn’t match the name on your comGateway account

The shipping address is incomplete or missing your Suite ID

If you still don’t see the package after 2 business days, please contact us with:

A copy of the merchant invoice

The shipping tracking number

We’ll help locate and assign the package to your account.

Question 3

How do I view and manage my packages?

Accepted Answer

You are able to view your packages when you click on My Packages in your sidebar of your account after you have logged in.

Question 4

China Export Restrictions

Accepted Answer

Shipping from your China Address

1. Value of the commodities

According to China export regulations, all personal shipments exported from Mainland China have to meet the following requirements:

Maximum Invoice Value	Ship to Hong Kong, Macau And Taiwan	Ship to Other Countries
For Undividable Single Item	No Value Limit	No Value Limit
For Multiple Items	RMB 800	RMB 1,000

2. Destination Duties and Taxes

User acknowledges and agrees that the services do not include customs or taxes (except where clearly stated) and that we are not a customs agent or broker.

We are solely responsible for the export and import of its packages and shipments.

The user is solely responsible for the payment of any and all customs, duties, tariffs, taxes, or other charges or fees of any nature relating to the shipment.

3. Unacceptable Shipment

User agrees that Products will be deemed unacceptable for Shipment if It is classified as hazardous material, dangerous goods, prohibited or restricted articles by IATA (International Air Transport Association), ICAO (International Civil Aviation Organization), any applicable government department or other relevant organization e.g. China Export Controls

Restricted Good List:

All kinds of Alcohol-based or Flammable products (e.g. Hair Tonic, Hair Spray, perfumes, cologne, toners, sanitizers, etc)
Any external battery or power bank for smartphones or tablets devices
Any type of standalone batteries
Wireless earbuds - Wireless earbuds case contains LI Batt
Item with battery
Food
Health Supplement
All kind of liquids (lotion, cream, toothpaste, contact lens with liquid, etc)
Flammable items such as paint, perfume, nail polish Essential oils, diffuser oils, fragrance oil and perfume oil
Any unidentifiable material, substance or chemical.
Tobacco products
Petroleum products
Articles, publications of a pornographic or obscene nature
Alcohol products and beverages

• Please refer to FAQ for full list of items

Question 5

What are insurance fees?

Accepted Answer

Every international shipment is automatically insured by comGateway against loss or damage.

Insurance costs 1.5% of your total charges to comGateway, which includes:

Item cost (as declared)

U.S. domestic shipping (for BuyForMe orders)

International shipping

Fuel surcharge

Remote area surcharge, if applicable

🔒 Coverage is limited to USD $5,000

If something is lost or damaged, compensation is based on:

The declared value of your goods

U.S. domestic shipping (BuyForMe only)

International shipping from the U.S. to your delivery address

Shipping to India

Estimate Shipping Cost to India

$41.32

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