Question 1

What is the Split Package Service?

Accepted Answer

The Split Package Service allows you to split items from a single incoming package into separate packages, giving you more flexibility in shipping, consolidation, or delivery options. The package must contain at least 2 items to be eligible for splitting.

Question 2

How does comGateway support greener shipping?

Accepted Answer

We support greener shipping by:

-Participating in DHL’s GoGreen program

-Encouraging shipment consolidation to reduce packaging and transport emissions

-Minimizing unnecessary handling and wastage

-Continuously reviewing ways to improve operational efficiency

Question 3

It says your office was closed when the courier tried to deliver my package. What happens next?

Accepted Answer

If your package was delivered when our U.S. warehouse was closed, don’t worry—couriers like USPS, FedEx, or UPS will usually attempt redelivery within 1–2 business days.

🕒 No action needed on your part—we’ll receive and process your package as soon as it’s redelivered.

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

What’s the difference between volumetric weight vs actual weight?

Accepted Answer

Shipping weight is based on whichever is greater:

Actual weight – the physical weight of your package in kilograms

Volumetric weight – how much space the package takes up

📦 If your package is large but lightweight (like a pillow in a big box), the
volumetric weight

Why is volumetric weight sometimes used instead of actual weight?

In international air shipping, space is just as important as weight. Large packages—even light ones—take up valuable cargo room.

That’s why couriers charge based on the larger of the two: actual weight vs. volumetric weight.

How is volumetric weight calculated?

Volumetric weight is calculated using the package’s dimensions:

Length × Width × Height (in cm) ÷ Volumetric Factor

Our courier partners (DHL and FedEx) use the industry standard volumetric factor to determine billable weight.

🧠 We always compare both weights—and you’re charged whichever is higher.

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Heads up: Merchant weight ≠ shipping weight

The shipping weight listed by U.S. retailers (on your order confirmation) is usually based on domestic ground shipping, and does not correspond to international air shipping criteria.

Domestic ground shipping calculations:

Might not include volumetric weight

May use a different formula altogether

So don’t rely on merchant info for estimating international shipping cost—learn how to estimate your shipping costs here

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Estimate Shipping Cost to Israel

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