Q: My item was lost in transit. When I bought it, it was US$50 on sale. Now it’s retailing for US$100. What is my claimable amount?

Your claim is based on the declared value at the time of shipment —not the current market price. So in this case, since the item was declared at $50 , that would be the maximum claimable amount , even if the item’s value has increased since then. 🧾 This is why it’s important to declare your item’s full value accurately when you ship—any claims depends on it.

Question 1

My item was lost in transit. When I bought it, it was US$50 on sale. Now it’s retailing for US$100. What is my claimable amount?

Accepted Answer

Your claim is based on the declared value at the time of shipment—not the current market price.

So in this case, since the item was declared at $50, that would be the maximum claimable amount, even if the item’s value has increased since then.

🧾 This is why it’s important to declare your item’s full value accurately when you ship—any claims depends on it.

Question 2

What is the repack service?

Accepted Answer

Repack is a service to reduce your shipping charge when

we are able to reduce the volumetric weight of a package

when the volumetric weight of a package is at least 2kg more than the actual weight

and by repacking, your original package contents are not compromised

How does repack work?

Sometimes, a merchant might ship your package to your U.S. Address in too large a box.

When you request for a repack, our processing team will assess your package for repack suitability when it arrives at your U.S. Address. If your package can be repacked, you will receive an email with a repack option.

How do you reduce a package’s volumetric weight?

Our team will cut-down the original package to reduce either its length, width or height, whichever gives you the maximum savings.

Our team will remove the boxes for apparels and bag them.

Please note that we do not remove your items original product packaging when we repack.

What are the fees for the repack service?

Box cut downs: US$7 charge per package

Splitting services fees cost the same as repack.

Repacking service adds an extra 1 to 2 business days to the delivery date of your shipment.

For packages exceeding 30kg after repacking, additional fees may apply.

Question 3

Who should join the Business Program?

Accepted Answer

The Business tier is ideal if you:

Resell U.S. products on local marketplaces

Ship multiple times a month

Want priority processing and support

Need a more robust system for tracking, managing, and automating your U.S. orders

It’s especially great for Shopify/Etsy sellers, TikTok/Instagram live sellers, or wholesale buyers.

Question 4

Are there items I can’t purchase that are prohibited for international shipping?

Accepted Answer

Dangerous / Combustive Materials

Flammable Liquids- • perfumes • colognes • eau de toilette • fragrance sprays • nail polish & nail polish removers • toners • sanitizers • after shaves • essential oils & diffuser oils • alcoholic beverages • compressed gas cylinders • sprays • aerosol cans • hairsprays • shaving creams • hair mousse • treatments containing alcohol (Rogaine) • fuels • battery fluids • gasoline • lighters with lighter fuel • petroleum • gas torches	Oxidizing Substances & Organic Peroxides • bleach • paint thinners & removers • adhesive products (glue, silicone) • turpentine • fertilizers • weed killers • insecticides	Flammable Solids Lithium batteries unless they comply with the following packaging requirements; • contained in properly packaged equipment • batteries securely cushioned & packed to prevent short circuiting
ExportControlled Items (any product which can be used in military, chemical or biological weapons, missile technology, or nuclear proliferation) • handcuffs • leg cuffs • ankle cuffs • police-type batons • spraying & fogging systems	Firearms &Weapons / Firearms(or parts thereof) and associated equipment & offensive weapons • sharp items such as hunting knives and swords • imitation arms including toy guns, toy pistols, hand grenades • firecrackers and fireworks • cigarette lighters resembling weapons	Drugs • controlled chemicals including substances used for the manufacture of dangerous drugs or psychotropic substances • narcotic drugs • prescription drugs • unlicensed drugs
Valuables • antiques • art works • precious metals & stones • jewelry / luxury Watch • diamonds • gold & silver • currency • bullion	Others • pornographic materials • counterfeit/replica goods • magnetic material • radioactive material & waste • items requiring temperature-control/ perishable goods

You will be held responsible and liable for paying any related cost occurred should you choose to ship these items.

All shipments must comply with the import laws of the country of your shipment destination.

When in doubt, please contact our Customer Service team.

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

Shipping to Brazil

Estimate Shipping Cost to Brazil

Shipping Solutions Backed by World-Class Couriers

客戶支援

關於我們

了解更多

想搶先獲得國際轉運與 BuyForMe 代購優惠嗎？

獲取 comGateway 最新動態