Q: Can I ship to China if my shipment is worth more than RMB2000?

According to China Customs regulations , shipments with multiple items must not exceed RMB2000 in total value . If your package includes multiple items worth over RMB2000, you’ll need to split them into separate shipments . Please contact our customer service team and we’ll help you do this. If your package includes only one item , you can ship it even if it exceeds RMB2000— but you must pay any applicable taxes or duties at Customs clearance.

Q: Does consolidation mean that you combine all my items into one package?

Not exactly. Consolidation means we ship all your packages together in one shipment —but each item stays in its original box unless repacking is requested or possible. 📦 Multiple packages shipped together = one shipment = savings. Want them combined into one box? That’s where our OneBox or Repack service comes in.

Question 1

What happens if my package is held at customs or rejected at the destination?

Accepted Answer

If your package is held by your country’s customs authority, the courier (DHL or FedEx) will typically:

Notify you directly about the issue

Request any necessary documents or payments (e.g. duties, invoices, ID)

You’ll need to follow your courier’s instructions to clear the package. If customs rejects or returns your package, here’s what happens:

The courier may attempt to return the package to comGateway’s U.S. address (if possible)

You may be charged for return shipping costs

If the package is confiscated by customs, a refund is not possible

🚫 Customs clearance issues are outside comGateway’s control. Always ensure your shipment complies with local import laws to avoid delays or seizure.

Question 2

Can I ship to China if my shipment is worth more than RMB2000?

Accepted Answer

According to China Customs regulations, shipments with multiple items must not exceed RMB2000 in total value.

If your package includes multiple items worth over RMB2000, you’ll need to split them into separate shipments.
Please contact our customer service team and we’ll help you do this.

If your package includes only one item, you can ship it even if it exceeds RMB2000—but you must pay any applicable taxes or duties at Customs clearance.

Question 3

Can I still use my CGW$ or HSG$?

Accepted Answer

Yes. They will be migrated to your Wallet and appear in your new account.

Question 4

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 5

Does consolidation mean that you combine all my items into one package?

Accepted Answer

Not exactly. Consolidation means we ship all your packages together in one shipment—but each item stays in its original box unless repacking is requested or possible.

📦 Multiple packages shipped together = one shipment = savings.

Want them combined into one box? That’s where our OneBox or Repack service comes in.

Shipping to Austria

Estimate Shipping Cost to Austria

$73.83

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