Q: Why is my chargeable weight for international shipping different from the weight reflected in my Airway Bill receipt?

The weight on your Airway Bill shows the actual (physical) weight of your package. However, international shipping rates are based on whichever is greater : The actual weight , or The volumetric (dimensional) weight 📦 If your package takes up more space than its actual weight suggests, the volumetric weight This is a standard practice across all major couriers like DHL and FedEx.

Q: What is the Business Program?

The comGateway Business Program is our top-tier membership designed for frequent shippers, resellers, and ecommerce users who need more storage, better rates, and access to fulfillment tools. For US$100/year , Business members get: Our lowest shipping rates across all weight tiers 5% BuyForMe fee - Look out for our email on promotional vouchers! 90 days free storage (longest available) Free repacking & consolidation Access to ecommerce warehouse tools and SNS integration

Q: Are there any addresses/postal codes that your courier is unable to deliver to?

Our courier partners, DHL and FedEx , deliver to most locations worldwide. However, some remote or outlying areas may: Require additional delivery time Incur a remote area surcharge If your address falls within a remote area, the surcharge will be included in your shipping cost automatically when you check out. 📍 Not sure if your address is affected? You’ll see a notice at checkout if a remote area surcharge applies—so there won’t be any surprises.

Question 1

Can I return a package currently at my U.S. address?

Accepted Answer

Yes—we can help you return packages from your U.S. address to the original merchant.

Just note: comGateway is not the seller, so we can’t guarantee your return will be accepted. Please check the merchant’s return policy before starting.

If you’ve already received the package and want to return it from your home country, see this guide on international returns:

How it works:

You request the return.

We help coordinate and ship the package back to the merchant.

If the return is approved and processed, any refunds go directly to you.

If you’ve already received the package and need to return an order, see for international returns.

Charges for U.S. domestic returns:

$4.00 return processing fee for the first package

$2.50 per additional package in the same return request

You’ll also cover:
- Domestic return shipping costs (if applicable)
- Any fees charged by the merchant

If You Bought Directly from the Merchant (and the item is still at your U.S. Address)

1. Check the merchant’s return policy:

Is the item eligible for return or replacement?

Is there a returns window (e.g. 15–60 days)?

Will the refund be to your original payment or store credit?

Will the merchant provide a prepaid return label?

2. Gather required documents from the merchant:

A commercial invoice

A return label

An RMA (return authorization number) if applicable

⚠️ If no return label is provided, you’ll need to cover the U.S. domestic shipping fee.

3. Email us

Let us know what item(s) you want to return. Attach:

A copy of the return label (if available)

RMA number (if provided)

We’ll review and send you:

A shipping quote

Our return processing fee

Payment instructions

4. Make payment

Complete payment via My Account > Payment Requests.

5. Return processing & refund

We’ll process the return in 2 business days.

After return, track the refund with the merchant directly.

comGateway does not manage refunds for direct purchases.

If You Used BuyForMe (and the item is still at your U.S. Address)

1. Contact us

Email us with the item(s) you’d like to return. We’ll:

Review the merchant’s return policy

Obtain a return label + RMA from the merchant (if applicable)

Send you the full quote (including processing + domestic shipping fees)

2. Confirm and pay

Once you approve, make payment via My Account > Payment Requests.

3. Return processing

We’ll handle the return within 2 business days

Courier will pick up your item from our warehouse

You’ll receive:
- A consignment note
- A tracking number

4. Refund processing

After the merchant issues a refund, we’ll transfer the amount to your original payment method

This will happen within 7 business days, minus any return fees

Question 2

Why is my chargeable weight for international shipping different from the weight reflected in my Airway Bill receipt?

Accepted Answer

The weight on your Airway Bill shows the actual (physical) weight of your package.

However, international shipping rates are based on whichever is greater:

The actual weight, or

The volumetric (dimensional) weight

📦 If your package takes up more space than its actual weight suggests, the
volumetric weight

This is a standard practice across all major couriers like DHL and FedEx.

Question 3

What is the Business Program?

Accepted Answer

The comGateway Business Program is our top-tier membership designed for frequent shippers, resellers, and ecommerce users who need more storage, better rates, and access to fulfillment tools.

For US$100/year, Business members get:

Our lowest shipping rates across all weight tiers

5% BuyForMe fee - Look out for our email on promotional vouchers!

90 days free storage (longest available)

Free repacking & consolidation

Access to ecommerce warehouse tools and SNS integration

Question 4

Are there any addresses/postal codes that your courier is unable to deliver to?

Accepted Answer

Our courier partners, DHL and FedEx, deliver to most locations worldwide.

However, some remote or outlying areas may:

Require additional delivery time

Incur a remote area surcharge

If your address falls within a remote area, the surcharge will be included in your shipping cost automatically when you check out.

📍 Not sure if your address is affected? You’ll see a notice at checkout if a remote area surcharge applies—so there won’t be any surprises.

Question 5

What are your accepted payment methods?

Accepted Answer

We accept Visa, American Express, JCB, China Unionpay, Mastercard, and PayPal as payment.

We also accept debit and pre-paid cards.

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