Q: I don’t have my item’s tracking number, what should I do?

If you didn’t receive a tracking number, simply contact the merchant you purchased from. They’ll be able to provide the tracking details once your order has shipped. 📦 Having a tracking number helps us process your package faster when it arrives at your U.S. address.

Question 1

How long does Prime last?

Accepted Answer

Your Prime status is valid for 12 months from the date you join.

Question 2

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 3

I don’t have my item’s tracking number, what should I do?

Accepted Answer

If you didn’t receive a tracking number, simply contact the merchant you purchased from. They’ll be able to provide the tracking details once your order has shipped.

📦 Having a tracking number helps us process your package faster when it arrives at your U.S. address.

Question 4

When I use OneBox, what happens to my packages?

Accepted Answer

Once you request OneBox, your packages are removed from your online dashboard temporarily while our warehouse team gets to work.

Within 2–3 business days, our repack specialists:

Assess your items for repack eligibility and safety

Combine them into a box with the lowest possible shipping weight

Remove bulky packaging (like shoe boxes or gift boxes) that adds unnecessary volume

Add protective materials like bubble wrap or fragile stickers when needed

💬 Have special instructions? Let us know! We’ll follow them—as long as it won’t compromise the safety of your shipment.

Question 5

Why have I received more than one package at my U.S. address for a single merchant order?

Accepted Answer

If you buy more than one item within a single order, U.S. merchants sometimes send the items in more than one package.

This usually happens because:

Items are shipped from different warehouses

Some items were out of stock and shipped later once available

Each package will still be routed to your U.S. address and reflected individually in your comGateway account.

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