FAQ

General Guideline

The registration is divided into two steps: "submit information" and "activate user name". The whole process takes only 2 minutes.
1. Go to the registration page and first enter an email address that you use to activate your account.
2. Set a password.
3. Read the “Registration Agreement” carefully and agree to the terms and click the “Submit Registration” button.
4. Complete the registration.

Parcel Shipment Rules & Regulations


*Weight Calculation:
If good weight is 1.2kg, we will charge 2kg as air freight fee.
According to air freight calculation, the air freight fee will use either actual weight or volumetric weight whichever is heavier. What is volumetric weight? It's based on height, width, and length.

*Example 1:
Good Actual Weight:1 kg
Good Volumetric Weight:25cm x 20cm x 30cm
volumetric weight = (25 x 20 x 30)/6000
= 2.5 kg

If your goods actual weight is 1.5KG,receipt written 1.5KG, but if volumetric weight is 4.6KG,charges is based on 5KG。
Please beware of this! To avoid any argument later!

*Why volumetric weight calculation exist~
Firstly, give an example.
Due to airfreight is using an airplane, the flight storage only contains limited space.
If most of us send items like toy and plastic items etc, it takes a lot of space. But the real actual weight is actually very light. That's why the air freight company set the rule for volumetric weight calculation.


Must comply with the requirements of the International Air Transport Association (IATA)


Air Transport The network refuses to accept items such as counterfeit, liquid, powder, food, fresh, pharmaceutical, flammable, explosive, corrosive, optical, arms and other international air transport associations (IATA) restricted items.

Sea transport refuses to accept items such as counterfeit, powder, fresh live, pharmaceutical, flammable, explosive, corrosive, optical, arms and other international sea transport associations restricted items.


If the customer falsely reports/falsely reports the type of the item or uses the wrong shipping method, we will not bear all the costs of the loss. Please provide the customer with the correct information and use the appropriate shipping method.


What is a sensitive item?

Liquids, powders, electronics, batteries, brand names are all sensitive items - sensitive air transport is required


The air transport network carries out some small-scale sensitive air transportation by taking other pipelines. However, when important days in China such as National Day/New Year Customs will be strictly investigated, customs clearance and transportation will be slow. Most sensitive goods may not be able to use air transport but customers can choose Shipping by sea.



What can & cannot ship

You are responsible for assuring that the product can be lawfully imported to the destination country.

False or ambiguous declaration of item(s) details at the customer's own risk of having item(s) confiscated and/or getting fined by Custom.

We are able to transport controlled items, but the license(s) and other necessary documents are at your own expense.

Please check if the MSDS is considered Dangerous Goods. 

We do not accept the delivery of contraband. Please do not send contraband to our warehouse.

Any detainment or confiscation of your goods by Customs, we are not responsible for that.

We can purchase almost any item you submit because we can ship it domestically, regardless of whether the item cannot be shipped to your country, please refer to your country's custom import regulations.

For any reason, we will not accept packages that are obviously damaged, either externally or internally. Any such delivery will be rejected.

We reserve the right not to process requisition for any product without any reason.

We may, at our sole discretion, but without obligation, open and inspect any item in the shipment for any reason.

Non Sensitive goods (e.g. Fashion, Bags, Shoes, Furniture, Toys)
Sensitive goods (e.g. Book, Bluetooth, Magnetic, Earphones, Discs, PCB, Branded, Snacks, Built-in Battery Toys)
Special goods (e.g. Battery, Powder-Related, Mobile Phone, Laptop, Liquid, Cream, Candle)
EPM goods (e.g. PPE face masks, Gloves, Sanitizer)
Prohibited (e.g. Drugs, Flammable)
Items that you want to ship does not fall in the categories mentioned above, please check with us.

If the package has been custom rejected or returned, you must pay the full shipping price again to reship.

Shipping fees paid earlier will not be refunded. Please do not ship sensitive goods via normal shipment.

We reserve the right not to transship after the Custom rejects or returns the item or package.

You must provide us with the necessary documents for customs clearance before submitting the shipment.

Special remind: Please be cautious when shopping on the websites, such as Taobao for the reason of the existence of illegal business practices. If it occurs, ComNBuy cannot arrange for your product return/exchange requirements.


Purchasing and shipping rules:

1. The air shipment consists of customs clearance of general goods, not including Tax.

* In the event of Tax, you can entrust express delivery and pay the tax to the delivery person.

2. Buy For Me & Ship For Me risk

* Any accident, damage or loss of the goods during the transportation, the customs confiscate all responsibility to the buyer.

* Remember to check the weight and quantity of the goods before signing the package.

* If the package is damaged, you must check and notify the delivery personnel on the spot;

* Be sure to take a photo forwarding email to hello@comnbuy.com (immediately)

* "Com&Buy 共来买" will try its best to recover from the transportation company for the customer when the information is sufficient.

* (When the goods are signed, the default goods are complete and no problem in case of receipt. So in order to avoid unpleasant things and misunderstandings, please check before signing.)

3. Any problem that sellers are responsible for, the warehouse is not responsible for (such as fraud, color, poor quality, send fewer goods, etc.)

4. If the seller is fraudulent, loss in transit, quality problems, goods are not correct, send fewer goods, split shipment with multiple tracking numbers without notification, color error and other issues, will not be responsible for ~ 

5. If the customer finds that the seller has sent the wrong goods, missing goods, defective goods or damaged goods after receiving the goods, we will not be responsible but will try our best to find a resolution through disputing with the seller. Please take the video together (no video pause between before opening the original package and removing the product from the package) with the outer packaging and send the description of the relevant situation to the customer service mailbox: hello@comnbuy.com. (immediately) This will be used as substantial evidence for making claims or disputes in the event of missing items. We will respond to you after processing. 

6. For those who have strict quality requirements, perfectionists, it is recommended to choose the option of product inspection service before placing the order (additional fees are required). Please consider the purchasing risk and logistics process.

*Because the company wants to ensure that both parties can provide you with the perfect purchasing service under pleasant conditions.

* It must be understood that based on purchasing risks, the warehouse is not responsible for any dissatisfaction with the goods in hand.

* All product quality risks are borne by the customer.

* Logistics meets the holiday season, the delay caused by the customs inspection, delay, the store is not responsible.

7. The shipment has been signed, but the buyer has not received the package. Buyers need to look for the package in person. Please understand.

8. Buy For Me has a certain risk, and sometimes it may not arrive within the scheduled time. 

9. The customer needs to ask the seller to provide the appropriate packaging when the goods are delivered to prevent the goods from being damaged during transportation. The goods in the package will be damaged when they arrive at our company. We will not bear the responsibility but will try our best. The seller is recovering.

10. If you are worried about the goods, you need to count stock, check, or take photos before signing. Please contact customer service. After that, the customer complained that the goods are not correct, the goods are missing, and the company is not responsible for this.

11. All provide arrival cargo days, excluding holiday/holiday holidays, weather impact/customs handling delays. If there is a delay, our company will not bear the delay compensation.

12. Refunds will only be made if the goods are out of stock, and all items sold will not be returned or replaced.

13. If the customer places an order and allows us to undertake the freight service, it is equivalent to accept the above terms.

14. If the package has been custom rejected or returned, you must pay the full shipping price again to reship.

Shipping fees paid earlier will not be refunded. Please do not ship sensitive goods via normal shipment.

We reserve the right not to transship after the Custom rejects or returns the item or package.


* Remember to use the purchasing service to place an order after considering the process. After you submit the order; then wait patiently for the package and everything will be completed.


Refer to New User Guide
1. Ship For Me Guide
2. Buy For Me Guide
3. Select which warehouse & shipping method
4. How to calculate (Service fee)

1. Buy For Me Calculation
2. Ship For Me Calculation
3. Weight Calculation
4. Other services

5. One-Click Process extension (Taobao/Tmall/1688)
6. -
7. How to make payment
8. How to check order status & invoice
9. Official WeChat Order Push Notification
10. Shipping Fee Calculator
11. Loyalty Reward Points



Refer to Terms and Conditions for more details. (summary)
...
...
...
13. Online Purchases (The applicable buy for me service cannot be cancelled and the service fee for processing the order will not be refunded.)
14. Delivery and Transit Time Standard
15. Cancellation Policy
16. Return Exchange & Refund Policy
17. Insurance Policy
18. Claims
19. Disposal of Property
20. Shipping
21. Warehouse Process
22. Import and Export (Normal, Sensitive, Special, etc)
23. Services (The service add-on cannot be cancelled once selected and fees paid will not be refunded under any circumstance.)
24. Right of Inspection
25. Duty and Taxes
26. Bonus Points from Merchant
27. Domestic Shipping Fee
28. Withdrawal of account balance
29. Operating Hours



Click here to view What to do upon receiving your parcels
Please ensure that you have performed a quick inspection in the presence of the delivery person by checking the total number of packages inside the parcels before signing the delivery order.
If there is any damage to your parcel, please check on the spot and inform the delivery man; must take a picture and send to email:hello@comnbuy.com or WhatsApp us:Message +65 8770 0887(immediately). Once all the information is in place, 「Com&Buy 共来买」will fight on behalf of the customer to ask for compensation from our 3rd Party handlers.

Buy For Me/Ship For Me Risk: If anything happens like damage and loss to your shipment on the way to the destination, we are not responsible for that. Bear in mind while receiving your parcel, make sure the weight and quantity of your items are correct before signing.

Click here to view Arrived / Store in the warehouse
If the arrangement to ship the parcel to the buyer (submit Delivery Order) is not made within 30 days, we will dispose of the parcel from the warehouse.
(Holding Period: Free 30 days) If you wish to extend the holding period, S$1/day per package, please contact us in advance.

Once the parcel has arrived in the warehouse, there will be an email notification. You can also join our WeChat account to get push notifications through the app.

Click here to view Order Process takes how long
Usually, orders will be processed within 1 business day and may take longer depending on the complexity of your order requirements.
If the order status changed from Pending to Purchased, it means your order has been processed. If there is any problem, we will contact you, otherwise, please wait for the seller to ship the goods.
Once the seller shipped the goods, the status will change from Purchased to On the way to the warehouse (in origin).

To find out more, please click here

Click here to view Warehouses and Address
Click here to get warehouse address.

e.g. If you're shipping/buying from Taiwan to Singapore, please submit to 4. Taiwan warehouse.
To find out more, please click here

Payment


Choose the method you want to pay.

Click here to view How it works - Bank Transfer <

After you have transferred, submit the Transaction Receipt to Top Up Account Balance.
For a fast and convenient method, you may consider via HitPay.

Click here to view How it works - HitPay 【 Card • PayNow • GrabPay • WeChat Pay • Alipay 】

If non-Singapore issued cards:
Please ensure that your card has been activated & allowed for cross-border payment.
If the transaction failed, most likely due to your bank does not support 3D Secure or cross-border payment has not been activated. (contact your bank)
Please do consider other methods such as 【 GrabPay • WeChat Pay • Alipay 】 Use Chrome browser.



Top-up verification usually takes about 1 working day.
■ We encourage frequent users to recharge the e-Wallet earlier to prevent issues in last minute order requests.
□ Only paid orders will be processed.

We only accept the below currencies.


If you choose to recharge your account by Bank Transfer or PayNow (UEN) or PayLah!
1. You need to log in to your bank platform to manually perform a transfer
2. After you have successfully done the transfer via the method above, please submit the screenshot of the receipt to us.
When transferring payment, please enters your Username registered with ComNBuy as the UEN/Bill Reference No. / Reference / Remark to Payee.


Singapore: (SGD, S$)
• Bank Transfer by ATM / i-Banking
• PayNow by UEN
• PayNow by HitPay - Fee: 3.1% + $0.80
• PayLah! by Scan QR
• Visa | Mastercard | Union Pay - Fee: ~ 3.1% + S$0.80
• American Express - Fee: ~ 3.9% + S$0.80
• GrabPay by HitPay - Fee: 4% + S$0.80


International
• Visa | Mastercard | American Express | Union Pay by HitPay - Fee: 3.9% + S$0.80

Malaysia: (MYR, RM)
• GrabPay by HitPay - Fee: 4% + S$0.80

China: (CNY, ¥)
• Alipay by HitPay - Fee: 3.1% + $0.80
• WeChat by HitPay - Fee: 3.1% + $0.80

United States: (USD, US$)
• Bank Transfer

Australia: (AUD, AU$)
• Bank Transfer

United Kingdom: (GBP, £)
• Bank Transfer

New Zealand: (NZD, NZ$)
• Bank Transfer

Account


Click "Forgot Password" in "Login" and follow the prompts to retrieve your password. If you cannot retrieve your password as described above, please contact our customer service.


Earn & Redeem Reward Points

You'll earn 1 point for every S$1 spent on the international shipping fee.
100 points are equal to S$1 rewards dollar that can be redeemed from the delivery order. Can only be redeemed on the international shipping fee.
You can redeem 100% of your reward points in your next delivery order.

You have earned 1,000 points.
Your current shipping cost for delivery order is S$8.00, and you can redeem 800 points to offset the total shipping cost.

Points not valid with any other offer / or cannot be combined with any promotions.
Points not rewarded for the promotional shipping price.
The points cannot be pooled with another principal account holder nor transferred to any other person and cannot be converted to cash.

After Sale Service


Product return / Exchange process


Step 1: If you need to return the goods because of the quality of the goods, please send an email to the purchasing customer service to apply for a return.

Step 2: After contacting the customer service, the customer service will communicate with the domestic distributor. When it is determined that they accept the return, the purchasing customer service will contact you by email to inform you of the details of the return.

Step 3: After understanding the details of the return letter, please return the relevant items (product + original purchase voucher + original packaging + a copy of the email on the approved product return), as soon as possible to return the product.

  Please note:

For returned goods, please be sure to return it within the time limit promised by the merchant. At the same time, because the international return requires a considerable amount of time (usually waiting for more than one month), please wait patiently during the return process, Purchasing Customer Service will also promptly inform you of the progress of the return.


Buy For Me is committed to eliminating all worries about your after-sales international online shopping.


In order to ensure the convenience and security of your shopping, you have the appropriate standards for every process of shopping, including return and replacement.


A. Shipment error, defective or damaged goods

When the above problem occurs with the product you received, please take the video together (no video pause between before opening the package and removing the product from the package) with the outer packaging and send the description of the relevant situation to the customer service mailbox: hello@comnbuy.com. We will respond to you after processing.

> Blur images/videos are not accepted.

> The package tracking number in the video/photo must be clearly visible.

> You must attach the receipt of purchase. 

Contact us within 24 hours of receiving the package. Applications sent later will not be considered.


B. Quality problems with goods

When the goods you purchase have quality problems after using for a period of time, as long as the goods are still within the quality guarantee period, and have the original purchase certificate and product quality assurance card, you can entrust us to contact the domestic merchants for refund/exchange.


For goods that meet the return/change conditions, Com&Buy 共来买 Purchasing System Network will be responsible for shipping to domestic merchants and shipping the repaired or replaced items back to you. Because each vendor/supplier has its own unique principles and methods for handling product quality issues (as indicated in the Product Quality Assurance Card), we cannot guarantee that the manufacturer will fully meet your requirements, but will try to strive for the benefit and make you satisfied.


We provide this agency service without any service charge, but you are responsible for the return shipping of the goods. We reserve the right to refuse to represent this service for goods that do not meet the quality assurance conditions.


In the event of any of the following, we will not accept the item you requested to return:

A. The goods are exchanged, the original appearance changes or the parts are lost;

B. Unpacked goods, such as software packages, CDs, DVDs, cassettes, etc.;

C. Goods without original proof of purchase.

Special reminder: Websites such as eBay, Taobao, etc. need to be cautiously shopping, because there are many unscrupulous business activities, if there is any, we can not arrange for you to return.


The refunded amount depends on the amount the seller refunds and can only be refunded after the seller has refunded.