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.

Q: Can I ship to multiple addresses from my one account?

Yes! You can ship to any address you choose when creating a shipment. Each shipment you create can have its own delivery address To ship to a different person or country, just enter the new address during checkout 🛍️ One comGateway account = unlimited destinations. Just don’t try to ship to the moon. Yet.

Question 1

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 2

Can I ship lithium batteries or Items containing lithium batteries?

Accepted Answer

Yes, but there are some conditions.

Lithium batteries are subject to additional regulations, due to the potential danger of fire. These regulations vary by country and courier, and couriers will not ship batteries to certain countries. In general:

A package can have a maximum of two items with lithium batteries

All lithium batteries in any form must be transported in a box

A battery’s size and strength, and how it is packaged (example: pre-installed/ packed with device/ loose) will influence its applicable regulations and restrictions

Loose lithium ion batteries (e.g., power banks, GoPro batteries) must be shipped separately

Loose lithium batteries are delivered via Standard shipping only. Due to its nature, additional transit times may be needed, whenever necessary.

Lithium metal batteries in loose form or not pre-installed within the device (eg: round button batteries) cannot be shipped internationally.

A battery surcharge of $18 per shipment is payable upon checkout as determined by our courier partners.

These regulations are complex, but our team of trained specialists can arrange for export of most lithium batteries and electronic devices containing these batteries. As a result, packages containing lithium batteries will be subject to a lithium battery processing fee.

For assistance determining if your lithium battery item can be repacked with other items or if comGateway can ship lithium batteries and electronic devices containing these batteries to your country, please contact our Customer Service team.

List of common items that contain lithium batteries, and how they must generally be shipped

Question 3

My package is damaged or lost— can I make an insurance claim?

Accepted Answer

If your package arrives damaged—or doesn’t arrive at all—please contact our customer service directly, not the ground delivery agent.

To file a claim, email us with:

Your package number

Your Airway Bill Number

A photograph of damage (if applicable)

Your order information or receipt

Once we receive your claim, we’ll process it within 5-7 business days.

Approved refunds are issued within 3–5 business days, but depending on your bank, it may take an additional 1–2 weeks to appear on your statement.

🛠️ Don’t worry—we’ll guide you through every step.

Question 4

Are there any taxes and duties?

Accepted Answer

Yes. All international shipments are subject to import duties and taxes based on your destination country’s rules.

These charges vary by:

Item value

Product type

Country of delivery

📦 comGateway does not control or collect these fees. You’ll be notified by the courier if payment is required.

Country-Specific Guidelines

Here are some general import rules for common destinations. For exact details, please check with your local customs authority.

As of 1 January 2024, GST in Singapore is 9% and applies to all imports, including:

Low-value goods (S$400 or below)

Items shipped via air or post

For more info, visit the IRAS website

A GST Calculation Example:

Cost of Goods: S$390

Freight: S$30

Insurance: S$4.20

GST (9%) = S$38.20 on the full sum

GST Handling Fee:

A 5% administrative fee is charged on the GST amount.

What is the GST handling fee?

It is the processing/administrative fee (5%) levied on the GST amount payable.

Shipments to Australia are delivered duty paid (DDP)—this means all GST and duties are included in your shipping cost at checkout.

No additional payment is needed when your package is delivered.

Key notes:

A 10% Goods and Services Tax (GST) applies to most imported goods, regardless of value. Customs Duty (typically 0-10%, depending on the goods) & import processing fee applies if the value exceeds AUD 1,000.
GST/Duties Handling Fee : A 5% administrative fee is charged on the total GST/Duties amount
This tax is automatically calculated and collected by comGateway at the time of payment
There are no customs clearance delays due to unpaid taxes

✅ Everything is prepaid, and your items arrive ready to open—no surprise fees, no fuss.

Since the UK’s exit from the EU, all imports—including personal goods—are subject to VAT and potentially customs duties, depending on the value and item type.

General guidelines:

VAT (20%) is applied to most imported goods

Items valued under £135: VAT is applied at checkout if the seller is registered, or charged on delivery

VAT Handling Fee:

A 5% administrative fee is charged on the VATamount.

Items over £135: May be subject to both VAT and customs duty, payable to the courier upon delivery

📦 You’ll receive a notification from the courier (DHL or FedEx) if any payment is required before delivery.

Important: Aways check the latest updates via UK HMRC .

Shipping to the Rest of the World

All imported goods are subject to a country's customs and duties. As limits and regulations vary in different countries, we encourage you to check on the website of your country's governing authority.

Shipments to the rest of the world, are delivered with duty unpaid (DDU). This means duties and customs will not be included on your final checkout during shipment.

Duties and custom payments will be made to the courier delivering your package.

Question 5

Can I ship to multiple addresses from my one account?

Accepted Answer

Yes! You can ship to any address you choose when creating a shipment.

Each shipment you create can have its own delivery address

To ship to a different person or country, just enter the new address during checkout

🛍️ One comGateway account = unlimited destinations. Just don’t try to ship to the moon. Yet.

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