Q: What happens if the recipient refuses the package at delivery?

If the package is refused at delivery: It will be returned to the sender (comGateway’s U.S. warehouse), but only if the courier supports return shipping from that destination. Return shipping costs and any associated fees will be charged to you . ⚠️ In some cases, international couriers may not return the package If this happens, we’ll reach out to you with next steps—either to dispose of the item or explore any available options. Tip: Make sure the recipient is aware a delivery is coming (and what’s in it!) to avoid accidental refusals.

Question 1

What happens if the recipient refuses the package at delivery?

Accepted Answer

If the package is refused at delivery:

It will be returned to the sender (comGateway’s U.S. warehouse), but only if the courier supports return shipping from that destination.

Return shipping costs and any associated fees will be charged to you.

⚠️ In some cases, international couriers may
not return the package

If this happens, we’ll reach out to you with next steps—either to dispose of the item or explore any available options.

Tip: Make sure the recipient is aware a delivery is coming (and what’s in it!) to avoid accidental refusals.

Question 2

What should I do to prepare to ship my packages out?

Accepted Answer

Question 3

Why aren’t all my packages eligible for OneBox?

Accepted Answer

With the safety of your packages during international shipment in mind, we are excluding certain products that may pose risk or compromise your other packages. These include:

Package containing PI-965 batteries

Package containing prohibited goods

Question 4

Can you buy the item for me when the online store does not accept my international credit card?

Accepted Answer

Yes we can! Simply follow these steps to place your BuyForMe order with us.

Login to your account and click on Buy For Me on your dashboard or BFM Orders in your sidebar. Then click on BuyForMe Cart.
A BuyForMe form will appear. Fill in your order details. You may fill in as many items as you wish from the same merchant
We will place your order(s), checkout and pay the merchant. Your shopping will be sent to your U.S. Address
We will send you an email once we have placed your order(s)
If you wish to shop from another online store, please fill out a new BuyForMe form. Please note that we require one form (regardless of the items required) for separate merchants.
Your packages have arrived at your U.S. Address. What's next!Receive an email from us 1-2 days after your packages arrive with details includingYou can also view your packages at your Dashboard Only when your packages arrive, will we be able to inform you of the international shipping weight and other applicable fees.
- your package(s) individual weight
- date of receipt
- scanned invoice(s)
When all your packages arrive at your U.S. Address, manage how you want them shipped home in My Packages.

We have optional add-on services for savings on shipping. Learn about it at Ship Smarter: Add-On Services

Question 5

How do I use my U.S. address?

Accepted Answer

When making a purchase at a U.S. merchant website and prompted to fill in your Shipping Address, please ensure you enter your U.S. address correctly.

Your U.S. address is displayed in the top right corner of the website when you sign into your account.

Please be sure to include your Suite ID in your U.S. address. Your Suite ID is unique to your account and enables us to identify that your packages belong to your account when they arrive at our warehouse. Your Suite ID is included in your US address displayed under tab 1, prefixed by ‘c/o’.

Under the name field when filling in your shipping address, please also be sure to fill in the same name that you use for your comGateway account. We use both your Suite ID and your name to match your packages to your account.

Due to our large volume of packages and to enhance sorting and delivery performance, the United States Postal Service has provided us with our own ZIP code (97253). However, some online stores may not recognize this yet, so we encourage you to use the old ZIP code (97220); you may use 97253 but only if a store prevents you from using the other. Both zip codes are valid.

Additionally, some online stores require a ZIP+4 code. The first five digits indicate the destination post office or delivery area. Whereas, the last 4 digits represents a specific delivery route within that overall delivery area. If asked by the online store, please use the ZIP+4 code below:

97253-1777 (primary)

97220-1696

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