Q: Will I be subject to U.S. Duties & Taxes when I return my items to the U.S?

No, not if your return is properly documented. As long as the item is clearly marked as a return , hasn’t been altered, and includes valid documentation, it should not be subject to U.S. import duties or taxes . ✅ Include return documents like the merchant’s commercial invoice and RMA number ✅ Mark the shipment as “Returned Goods” when preparing your label

Question 1

Will I be subject to U.S. Duties & Taxes when I return my items to the U.S?

Accepted Answer

No, not if your return is properly documented.

As long as the item is clearly marked as a return, hasn’t been altered, and includes valid documentation, it should not be subject to U.S. import duties or taxes.

✅ Include return documents like the merchant’s commercial invoice and RMA number

✅ Mark the shipment as “Returned Goods” when preparing your label

Question 2

How do I use OneBox?

Accepted Answer

Log into your account and go to Ship OneBox

You will see your packages that can be safely combined together in one container. Select a minimum of two packages and click "Proceed with OneBox.”

Select or provide packing instructions, if any.

Agree to the Terms and Conditions and click "Confirm."

Complete the rest of the checkout process.

Once checkout is complete, your packages will no longer appear on your dashboard while our warehouse team is processing your request. This can take up to two business days.

You'll receive 2 notification emails: when your OneBox request is received and upon its completion.

You can view your request history by going to the Service Order in your Dashboard.

OneBox Terms and Conditions

By confirming this request, you agree and allow comGateway to discard or cut external packing materials to reduce volumetric weight. This may affect its eligibility for Returns, depending on the merchant's policies. We do not guarantee that all your items will fit in one container, but trust that our expert warehouse team will put them in the least number of boxes or polybags without compromising its safety during international delivery. This process cannot be undone and is irreversible. OneBox package(s) is not eligible to be split into multiple packages. Processing will take up to 2 business days to complete. However, depending on the complexity of your instructions, additional processing days may be needed. We cannot guarantee that all additional instructions will be carried out. If OneBox is not feasible on your selected packages, we’ll notify you and payment will be refunded.

Question 3

My package is damaged or lost— can I make an insurance claim?

Accepted Answer

If your package arrives damaged—or doesn’t arrive at all—please contact our customer service directly, not the ground delivery agent.

To file a claim, email us with:

Your package number

Your Airway Bill Number

A photograph of damage (if applicable)

Your order information or receipt

Once we receive your claim, we’ll process it within 5-7 business days.

Approved refunds are issued within 3–5 business days, but depending on your bank, it may take an additional 1–2 weeks to appear on your statement.

🛠️ Don’t worry—we’ll guide you through every step.

Question 4

What if I want to ship fragile items like LED/Plasma television sets?

Accepted Answer

Yes—but fragile items like LED/Plasma TVs must be crated to qualify for shipping insurance.

📦 Crating fee: approx. $300 USD and above (Crating fees are quoted individually based on your item’s size and fragility)

🚚 Your shipping cost will be based on the total crated weight

🧱 Crating helps protect your fragile item during transit and ensures it qualifies for insurance.

If your item arrives at our U.S. warehouse and is flagged as needing extra protection, you’ll have two options:

Ship it as-is
We’ll send it without crating
Insurance will only cover loss, not damage

Approve crating
Your item will be professionally crated for safety
Insurance will then cover damage as well

The following items are usually fragile and subject to crating

Big/flat screen TVs

Chandeliers

Large porcelain/glass figurines

Mirrors

How much does crating cost?

Crating fees are quoted individually based on your item’s size and fragility

Crating adds weight and volume, which may increase your shipping cost

Only select couriers accept crated packages

📦 If crating is required, we’ll contact you with full details before proceeding.

⚠️ Crating increases your package’s dimensions and weight.

Your shipping rate will be based on the greater of the two actual weight or volumetric weight.

Question 5

How much does the Split Package Service cost?

Accepted Answer

Fee: US$2 per package

Business Members: Enjoy this service complimentary

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