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.

Q: What if the store doesn’t accept my international credit card?

Use our BuyForMe service—we’ll buy it on your behalf and have it shipped to your U.S. address. You just pay us instead of the store.

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 do I do after buying from the merchant?

Accepted Answer

Once you’ve placed your order with the merchant, here’s what to do next:

Wait for the store to ship your order

Most merchants will send you an email with tracking details once your order is on the way.

Check how many packages your order will arrive in—

Some orders may be split into multiple shipments. Once you have tracking numbers, you can:

Log into your comGateway account

Go to Expected Deliveries

Enter the tracking info for each package

This helps us receive and process your packages faster.

Consider combining your shipments

You can shop from more than one merchant or place additional orders before shipping your packages internationally.

Why? Because:

The first half-kilo of any shipment is the most expensive

Every half-kilo after that costs significantly less

So the more you combine, the more you save

💡 Enjoy 7 or 30 days of free storage (Lite & Basic Member)

Question 3

How do I track my shipment?

Accepted Answer

Once you’ve completed payment for international shipping, we’ll process your order and send your package out from your U.S. address.

You’ll receive a shipment confirmation email with:

A tracking link (also available in your account under Track)

An Airway Bill Number, which you can use to follow your shipment all the way to your doorstep

🔍 You can track your shipment’s status anytime from your comGateway account.

Question 4

What if the store doesn’t accept my international credit card?

Accepted Answer

Use our BuyForMe service—we’ll buy it on your behalf and have it shipped to your U.S. address. You just pay us instead of the store.

Question 5

How Non-China Users Shop on Tmall

Accepted Answer

Q1: Can non-China users shop on Tmall?

Yes. Non-China users can shop on Tmall by registering an account with an overseas phone number and using either:

DIY shopping (you place the order yourself), or
BuyForMe (BFM) service (comGateway places the order for you).

Q2: What do I need before starting?

Before registering, please prepare the following:

1) Phone Number

Overseas phone numbers are supported
Verification is done via OTP (SMS code)

2) Payment Method (DIY users only)

Alipay (most reliable and recommended)Reference: Alipay for overseas users
Some sellers may accept international credit cards, but this is not guaranteed

3) China Delivery Address (DIY users only)

Use your comGateway China warehouse address exactly as shown below:

Region (所在地区): 北京市 > 大兴区 [Beijing/Beijing/Daxing District/Ronghua Street] Address (地址):科创三街隆宝源工业园2号楼易连Your Suite + CGW + Your Name 邮编 100023 Recipient Name (姓名): 康捷威 Postal Code (邮编): 100023 Telephone (电话): 13301205932

Important Address Notes

In the address field, after科创三街隆宝源工业园2号楼易连 please add:Your Suite + CGW + Your Name Example:科创三街隆宝源工业园2号楼易连 AUX-ABC CGW Peter Chan 邮编 100023 Always enter 康捷威 as the recipient name.

4) Website Translation Tool

Tmall is mainly in Chinese
Google Translate or similar tools are strongly recommended

Q3: How do I register a Tmall account?

Go to https://www.tmall.com
Select Language > English
Click “Free to register”
Enter your phone number and complete SMS verification

Common issues
If you don’t receive the SMS:

Retry after 30–60 seconds
Check if your phone blocks overseas SMS

Q4: How do I set up my delivery address?

(For DIY users)

Go to Account > Address
Paste your comGateway China warehouse address
Click "Select to set as default delivery address" & click "Confirm" to save the address.

Recipient name: 康捷威 Phone number: 13301205932 Full Chinese address (see Q2)

Q5: How do I search for products on Tmall?

You can shop in two ways:

Browse Categories -Categories are listed on the left side of the homepage. Useful for brand or general browsing
Use the Search Bar - Search using Chinese product names. Use Google Translate to find the correct Chinese keywords
Tips for choosing a good seller
Check seller reputation and years of operation. Read customer reviews and view buyer photos. Review product descriptions carefully

Q6: How do I place an order?

Option A: DIY Shopping

Click the product
Select options (color, size, quantity, etc.)
Click Add to Cart (加入购物车) or Buy Now (立即购买)

Option B: For comGateway BFM user

Create BFM order with the product details and comGateway BFM team will take care of the purchase and its delivery to your comGateway address in China. Your will be notified upon package arrival.

Q7: How does checkout work?

Go to your cart
Select the items
Click Checkout / 结算
Confirm:
Shipping address (Your comGateway China address)
Delivery option
Price and vouchers
Click Pay / 提交订单

Q8: How can non-China users pay on Tmall?

Option A: Alipay (Recommended)

Click Pay at checkout
Redirected to Alipay
Choose payment method
Confirm amount
Payment successful

Option B: International

Credit/Debit Card (Limited)

Some sellers may support:

Visa
MasterCard

Availability depends on:

Seller
Product category
Whether international checkout is enabled

If you don’t see card options, that seller does not support it.

Q9: How do I track my Tmall orders?

Go to My Orders / 我的订单
Check order status:
- Paid
- Shipped
- Delivered
View courier tracking number
Optional- Screenshot the order page and update “Expected Deliveries” in your comGateway dashboard

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