Question 1

Why hasn’t my package arrived at my U.S. Address yet?

Accepted Answer

If you purchased directly from the merchant, we recommend checking with them for delivery updates.

Be sure to confirm:

Your order has been shipped

The correct U.S. shipping address (including your Suite ID) was entered

The delivery is not still in transit with the courier

📦 Once your package arrives at our warehouse, it will appear in your account in 1-2 business day

Question 2

How does renewal work?

Accepted Answer

You can renew manually from your account dashboard.

🔁 No auto-renew unless you enable it. You’re in control.

Question 3

Are there items I can’t purchase that are prohibited for international shipping?

Accepted Answer

Dangerous / Combustive Materials

Flammable Liquids- • perfumes • colognes • eau de toilette • fragrance sprays • nail polish & nail polish removers • toners • sanitizers • after shaves • essential oils & diffuser oils • alcoholic beverages • compressed gas cylinders • sprays • aerosol cans • hairsprays • shaving creams • hair mousse • treatments containing alcohol (Rogaine) • fuels • battery fluids • gasoline • lighters with lighter fuel • petroleum • gas torches	Oxidizing Substances & Organic Peroxides • bleach • paint thinners & removers • adhesive products (glue, silicone) • turpentine • fertilizers • weed killers • insecticides	Flammable Solids Lithium batteries unless they comply with the following packaging requirements; • contained in properly packaged equipment • batteries securely cushioned & packed to prevent short circuiting
ExportControlled Items (any product which can be used in military, chemical or biological weapons, missile technology, or nuclear proliferation) • handcuffs • leg cuffs • ankle cuffs • police-type batons • spraying & fogging systems	Firearms &Weapons / Firearms(or parts thereof) and associated equipment & offensive weapons • sharp items such as hunting knives and swords • imitation arms including toy guns, toy pistols, hand grenades • firecrackers and fireworks • cigarette lighters resembling weapons	Drugs • controlled chemicals including substances used for the manufacture of dangerous drugs or psychotropic substances • narcotic drugs • prescription drugs • unlicensed drugs
Valuables • antiques • art works • precious metals & stones • jewelry / luxury Watch • diamonds • gold & silver • currency • bullion	Others • pornographic materials • counterfeit/replica goods • magnetic material • radioactive material & waste • items requiring temperature-control/ perishable goods

You will be held responsible and liable for paying any related cost occurred should you choose to ship these items.

All shipments must comply with the import laws of the country of your shipment destination.

When in doubt, please contact our Customer Service team.

Question 4

What’s the difference between Standard and Express shipping?

Accepted Answer

Both shipping options are fast and reliable—carried by our logistics partners, DHL and FedEx—but they differ in speed and cost:

💡 Express is faster, Standard is more budget-friendly.

Need help deciding? Consider:

Where you’re shipping to

Whether you’re repacking

If you’re combining multiple packages and time isn’t critical, then Standard is often better for bulk or heavier shipments.

Question 5

How do I use comGateway if the store accepts my card but won’t ship internationally?

Accepted Answer

If you can pay directly but the store doesn’t ship overseas:

Checkout normally with your own credit card.
Use your comGateway U.S. address as the shipping address.
We’ll email you when your package arrives, including:
- Package weight
- Repack status (if available)
- Scanned invoice
- Date of receipt
View your package(s) under “Packages at U.S. Address” in your account.
Once all your orders arrive, go to “Ship” to manage delivery and choose repack, consolidate, or express options.

💡 You’ll see shipping weight and fees only once your package has arrived.

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