Welcome to comGateway

How can we help?

How do I shop and ship with comGateway? Why should I use comGateway to shop from U.S. online stores that already ship to my country? How do I use comGateway if the store accepts my card but won’t ship internationally? The online store I want to shop in does not ship outside the U.S. Is that what my U.S. Address is for? What if the store doesn’t accept my international credit card? When I buy it myself, who do I pay? How do I ensure that I am shopping the U.S. version of the online store? How do I use my U.S. address? What should I take note of before I checkout with the merchant? Can I cancel my order? Why am I unable to enter my U.S. Address as my shipping address in the merchant page? Can I use my U.S. Address as Billing Address? Which county within Oregon is my U.S. Address located in? Can you buy the item for me when the online store does not accept my international credit card? How do I estimate international shipping weight for delivery time and cost? How can I lower my shipping weight? Are there items I can’t purchase that are prohibited for international shipping? Can I ship lithium batteries or Items containing lithium batteries? Are there U.S. online stores I can't order from? What if I want to ship fragile items like LED/Plasma television sets?

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’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 is the consolidation service?

Consolidation, repack and storage are services we offer at your U.S. Address. Use these services (if applicable) to save on international shipping. Manage these services (if applicable) in My Packages

Have two or more packages you want to ship internationally?

Consolidation lets you ship multiple packages from your U.S. address together as one international shipment. This helps you save on shipping costs by avoiding duplicate base charges.

📦 Instead of shipping each box separately (and paying multiple base rates), we combine your packages into one shipment.

Select to ship them all at the same time to save on shipping costs (this will count as one shipment). Shipping them separately will cost much more than combining them together into one shipment.

Why does consolidation save money?

The base charge (for the first 0.5kg) is always higher than the per-0.5kg rate that follows.

So if you ship three packages separately, you pay the base charge three times.

But if you consolidate them into one shipment, you only pay the base charge once.

Consolidation details:

  • Consolidate up to 3 packages per shipment for free
  • Additional packages cost $1 each
  • Prime members get unlimited free consolidation
  • You can consolidate up to 15 packages in a single shipment

When is consolidation not a savings option?

Some countries charge taxes based on the total value of a shipment.
If combining packages pushes your total over a tax-free threshold, it may cost more in duties.

Always check your country’s import tax rules before consolidating.

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