Q: The merchant has indicated that my package(s) has been delivered to my U.S. Address. Why isn't it displayed in 'Packages at U.S. Address'?

Packages are typically updated in your account by the end of the next business day after they arrive at our U.S. warehouse. However, delays can happen if: The recipient name doesn’t match the name on your comGateway account The shipping address is incomplete or missing your Suite ID If you still don’t see the package after 2 business days , please contact us with: A copy of the merchant invoice The shipping tracking number We’ll help locate and assign the package to your account.

Question 1

How do I use comGateway if the store accepts my card but won’t ship internationally?

Accepted Answer

If you can pay directly but the store doesn’t ship overseas:

Checkout normally with your own credit card.
Use your comGateway U.S. address as the shipping address.
We’ll email you when your package arrives, including:
- Package weight
- Repack status (if available)
- Scanned invoice
- Date of receipt
View your package(s) under “Packages at U.S. Address” in your account.
Once all your orders arrive, go to “Ship” to manage delivery and choose repack, consolidate, or express options.

💡 You’ll see shipping weight and fees only once your package has arrived.

Question 2

What is Lite Membership?

Accepted Answer

Lite is the default, free tier. You can shop and ship—but perks like extended storage, repack discounts, and shipping rate savings are reserved for upgraded members.

Question 3

China Export Restrictions

Accepted Answer

Shipping from your China Address

1. Value of the commodities

According to China export regulations, all personal shipments exported from Mainland China have to meet the following requirements:

Maximum Invoice Value	Ship to Hong Kong, Macau And Taiwan	Ship to Other Countries
For Undividable Single Item	No Value Limit	No Value Limit
For Multiple Items	RMB 800	RMB 1,000

2. Destination Duties and Taxes

User acknowledges and agrees that the services do not include customs or taxes (except where clearly stated) and that we are not a customs agent or broker.

We are solely responsible for the export and import of its packages and shipments.

The user is solely responsible for the payment of any and all customs, duties, tariffs, taxes, or other charges or fees of any nature relating to the shipment.

3. Unacceptable Shipment

User agrees that Products will be deemed unacceptable for Shipment if It is classified as hazardous material, dangerous goods, prohibited or restricted articles by IATA (International Air Transport Association), ICAO (International Civil Aviation Organization), any applicable government department or other relevant organization e.g. China Export Controls

Restricted Good List:

All kinds of Alcohol-based or Flammable products (e.g. Hair Tonic, Hair Spray, perfumes, cologne, toners, sanitizers, etc)
Any external battery or power bank for smartphones or tablets devices
Any type of standalone batteries
Wireless earbuds - Wireless earbuds case contains LI Batt
Item with battery
Food
Health Supplement
All kind of liquids (lotion, cream, toothpaste, contact lens with liquid, etc)
Flammable items such as paint, perfume, nail polish Essential oils, diffuser oils, fragrance oil and perfume oil
Any unidentifiable material, substance or chemical.
Tobacco products
Petroleum products
Articles, publications of a pornographic or obscene nature
Alcohol products and beverages

• Please refer to FAQ for full list of items

Question 4

Which county within Oregon is my U.S. Address located in?

Accepted Answer

Oregon – Multnomah. When filling up your shipping address, some merchants may require you to select your county.

Question 5

The merchant has indicated that my package(s) has been delivered to my U.S. Address. Why isn't it displayed in 'Packages at U.S. Address'?

Accepted Answer

Packages are typically updated in your account by the end of the next business day after they arrive at our U.S. warehouse.

However, delays can happen if:

The recipient name doesn’t match the name on your comGateway account

The shipping address is incomplete or missing your Suite ID

If you still don’t see the package after 2 business days, please contact us with:

A copy of the merchant invoice

The shipping tracking number

We’ll help locate and assign the package to your account.

Shipping to France

Estimate Shipping Cost to France

$63.89

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