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How can we help?

When do I use the BuyForMe Service? Can you buy the item for me when the online store does not accept my international credit card? Can I use BuyForMe service even for merchants that accept my credit cards with a non-U.S. billing address? When you buy it for me, who do I pay? Where do I view my BuyForMe Order? Can I cancel my BuyForMe order? I have paid for a BuyForMe order but some items within my order are now unavailable and have not been placed. When will I be refunded for these items? How may I make a customized purchase from a merchant? Can I use the BuyForMe service to purchase eBooks/e-gift cards from any merchant? Can you auction for items on eBay on my behalf? How long does will it take for my BuyForMe purchase to reach my U.S. Address? A merchant promotion is ending soon; can you help me place my BuyForMe order immediately? How can I check the status of my BuyForMe orders? What are your accepted payment methods?

What do I do after buying from the merchant? How do I update what packages I expect? Why have I received more than one package at my U.S. address for a single merchant order? 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'? It says your office was closed when the courier tried to deliver my package. What happens next? Why hasn’t my package arrived at my U.S. Address yet? I don’t have my item’s tracking number, what should I do? How do I view and manage my packages? Do you have a package checking service? I want to check what’s in my package to ensure that the merchant delivered my items correctly and in good order. What should I do if my package was delivered to the wrong U.S. Address? What if the merchant sent me the wrong item? What should I do to prepare to ship my packages out? Can I ship to China if my shipment is worth more than RMB2000? How do I ship my packages home? Can I ship to multiple addresses from my one account? Can I return a package currently at my U.S. address? How long can I store my packages?

What is the consolidation service? Does consolidation mean that you combine all my items into one package? What is OneBox and why use it? How is OneBox different from consolidation? Why aren’t all my packages eligible for OneBox? How do I use OneBox? When I use OneBox, what happens to my packages? What are OneBox terms and conditions? What is the repack service? What is shipping weight? What’s the difference between volumetric weight vs actual weight?

What’s the difference between Standard and Express shipping? How do I make a Customs Order Declaration? How do I track my shipment? When do I have to pay additional taxes and duties to the delivery agent? What should I do when I receive my package from the delivery agent? Why is my chargeable weight for international shipping different from the weight reflected in my Airway Bill receipt? What if I’m not home to receive my delivery? Can I cancel or change the details of my shipment like my delivery address? Can I return a package that I have already received? And do an international return? Will I be subject to U.S. Duties & Taxes when I return my items to the U.S? Where can I access information about U.S. Duties for imports? My package is damaged or lost— can I make an insurance claim? My item was lost in transit. When I bought it, it was US$50 on sale. Now it’s retailing for US$100. What is my claimable amount? What happens if my package is held at customs or rejected at the destination? What happens if the recipient refuses the package at delivery? Are there any addresses/postal codes that your courier is unable to deliver to?

How are shipping fees calculated? What is fuel surcharge? What are insurance fees? Are there any taxes and duties? Are there other fees?

What are your different membership types? What is Lite Membership? What is Basic Membership? What is comGateway Prime? Lite, Basic, or Prime—what’s the difference? How do I qualify for Prime Status? How long does Prime last? What happens when Prime expires? How do I know if I’m a Prime member? What is the Free Shipping Upgrade? I’ve made 6 purchases. Why am I not a Prime member yet? Is Prime worth it? What are CGW Dollars? How do I earn CGW Dollars? What do you do to protect my information? I can’t make payment, what should I do? What is the Business Program? How does the Business Program compare to other membership tiers? Who should join the Business Program? What are the exclusive perks of the Business Program? How do I join the Business Program? How does renewal work? Can I switch from Prime or Basic to Business mid-year? Is the Business Program available to corporate accounts or just individuals?

What happened to secure.comgateway.com & secure.hopshopgo.com? Can I still use secure.comgateway.com & secure.hopshopgo.com? How do I log in to the new system? Can I still use my CGW$ or HSG$? What will happen to my membership?

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

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.

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