FAQ

Order Status

Pending: The initial status after the order is submitted and waiting for the purchaser to process.

Processing: The order is confirmed and assigned to the corresponding purchasing personnel and is being processed.

On the way：Waiting for the package to arrive at ComNBuy warehouse.

Arrived: The item arrived at the ComNBuy warehouse. You can submit the shipment.

Shipped: The warehouse has sent the package to the destination, waiting for the customer to receive the goods.

Invalid order: the product name, price, and submission are inconsistent, the goods are out of stock, the product has no picture or description, virtual goods, prohibited goods, etc., are regarded as invalid orders.

Shipment Status

Pending: Products and parcels waiting for ComNBuy warehouse to process.

Wait to Weight: The package is waiting ComNBuy warehouse to weigh.

Wait for Payment: The shipments waits for ComNBuy customer payment.

Wait for Delivery: The shipment is waiting ComNBuy warehouse to ship.

Delivery: The warehouse has sent the package to the destination, waiting for the customer to receive the goods.

Cancel: For problem goods, staff and members.

*Remarks: When the actual delivery situation of the merchant does not match the product information submitted by the member, for example, the quantity is incorrect, and further confirmation with the member is required to enter the ComNBuy warehouse. The problem description is provided to us via the customer service email (hello@comnbuy.com), and the customer service specialist will handle it for you and respond to you as soon as possible.

Order Status

On the way：Waiting for the package to arrive at ComNBuy warehouse.

Arrived: The item arrived at the ComNBuy warehouse. You can submit the shipment.

Shipped: The warehouse has sent the package to the destination, waiting for the customer to receive the goods.

Invalid order: the product name, price, and submission are inconsistent, the goods are out of stock, the product has no picture or description, virtual goods, prohibited goods, etc., are regarded as invalid orders.

Shipment Status

Pending: The package is waiting ComNBuy warehouse to process.

Waiting to weigh: The package is waiting ComNBuy warehouse to weigh.

Waiting for payment: The shipments waits for ComNBuy customer payment.

Waiting for delivery: The shipment is waiting ComNBuy warehouse to ship.

Shipped: The warehouse has sent the package to the destination, waiting for the customer to receive the goods.

Invalid shipment: For problem goods, staff and members.

*Remarks: When the actual delivery situation of the merchant does not match the product information submitted by the member, for example, the quantity is incorrect, and further confirmation with the member is required to enter the ComNBuy warehouse. The problem description is provided to us via the customer service email (hello@comnbuy.com), and the customer service specialist will handle it for you and respond to you as soon as possible.

How to fill up Taobao warehouse address?

To begin

1. Go to https://www.ninjavan.co/en-sg/ninja-points#find-a-ninja-point

2. Checked the box only ☑ Pick up a parcel

3. Copy the LOCATION SHORT NAME (SE_WCR) and the Postal code

4. Paste & save as your delivery order address

5. Submit the delivery order by selecting the shipping method with (Ninja Points).

Wait for an SMS notification when your parcel is ready for collection. 

How does it work? https://www.ninjavan.co/en-sg/collect-parcel

When the tracking status shows "FOR DELIVERY", you should receive an SMS notification (OTP) within 6 hours and parcels must be collected from the Ninja Points within 24 hours from the status time.

If you did not receive an SMS or Email notification for the OTP, please contact us by the next working day at 10am.

When the parcels are not collected within 24 hours, it will be returned and there will be fees for the rearrangement

Take note: Length + Width + Height cumulative cubic dimensions of 80cm , Weight up to 5kg

Available only from China Shenzhen to Singapore.

Refer to the Delivery & Service fee

If you do not want to self collect, please select the options without Self Collect. 

1. How long can the goods be stored in the warehouse?

After the parcel is sent to the ComNBuy warehouse, we will store it for free for 60 days (subject to the actual receipt of the parcel). If the arrangement to ship out the parcel to the buyer is not made within the 60 days, we will dispose of the parcel from the warehouse. Hence, please do arrange for the parcel delivery in time.

2. How do I know that the goods have arrived in your warehouse?

Please log in often to check. If the item shows delivered but we have not updated by the next working day, please contact us.

*Email Notification features will be coming soon.

3. Want to ship liquid? Fragile goods?

Must be wooden crate packaging. Please do not use original wood but chip-wood. 

We provide wooden crate service at Minimum S$10 and it will add on to the weight.

Wooden crate is a customized service.

Fragile goods: If the item is damaged in transit shipping to you, no compensation will be given. (such as Glass, TV, Fish tank, etc)

4. Wooden Crate packaging how much?

Minimum S$10 and note on the weight will change. The wooden crate is tailor-made, so it can only be quoted after completion, and cannot be canceled once requested.

5. I made a payment on ComNBuy but decided not to buy the item. How can I get a refund?

Please note that no refund would be allowed once an order in ComNBuy has been confirmed and paid. Please confirm your intention to purchase your item before you proceed to make payment in ComNBuy. No changes are allowed. 

6. Bonus Points from Merchant

Bonus points, discount coupons and vouchers provided by the seller's store, etc. are not supported. To enjoy these bonuses, you will need to sign up for an account and use your account to make purchases with the seller. (Use ShipForMe) We do not help to bargain, please contact the seller on your own for negotiation.

7. Domestic Shipping

The usual domestic fee estimated by each seller. Some sellers charge at a flat rate or per piece or per weight.

• China: RMB5 minimum

• Japan: JPY300 minimum

• Korea: KRW1,500 minimum

• Taiwan: NTD50 minimum

In some cases, the seller will only notify you of the charge at the time of shipment or when the goods arrive through the warehouse.

Domestic transportation costs are known under different circumstances.

If you are not willing to pay for domestic shipping, you can purchase and use our ShipForMe.

8. Warehouse Process

Orders will ship to ComNBuy warehouse in the respective country before they can be shipped to your address or preferred warehouse, including domestic.

For example, you submitted an order for this product in China and selected the Taiwan warehouse. The item will first arrive at our China warehouse and then move to our Taiwan warehouse. The shipping cost of this transfer (including domestic delivery to the China warehouse) will be charged to you. 

All BuyForMe orders/purchases will be shipped only to ComNBuy warehouse. If you have not yet submitted a shipment, the item will remain in the warehouse.

If the package shows delivered before 2 pm on a working day, not updated in the system by the same working at 5 pm, please contact us. After 2 pm, packages to be updated on the next working day. 

When the warehouse is closed for the day, packages will be scheduled to redeliver on the next working day automatically. If the package has not been arranged to redeliver by the next working day at 2 pm, please contact us or the seller.

The warehouse has many packages to process daily, your understanding is greatly appreciated.

You must submit and declare information to us before the package arrives at the warehouse. ComNBuy warehouse can only identify the parcels by the tracking number provided. Please advise your seller to consolidate the items into one parcel if possible. If your seller has to ship multiple parcels, please provide the tracking numbers for all the parcels. This is to avoid your parcels not arranged to ship out from the warehouse as intended. You must submit and declare information to us before the package arrives at the warehouse. If your seller has sent multiple packages for your order and uses a different tracking number, please contact your seller for each tracking number.

If significant damage of the package is found when receiving, such as package opening, holes, and obvious deformation of the shape box, etc. We will contact you before signing off the package.

Min. 0.1kg per package (For example. Package A 0.22kg, will be updated as Arrived 0.30kg) Dimension measurement ± 3cm.

Eg. If the package weighs less than 0.5kg, you will be charged 0.5kg or 1kg depending on the shipping method you choose, thereafter.

The shipping charges you will be charged are based on the final weight. The final weight is the weight of the shipment after it has been packaged by the warehouse. 

9. Photo-Taking

Photo fee: S$2 per 1 item per 1 image taken. Item ≠ Quantity. 2-5 working days.

You agree to open the package and ComNBuy is not responsible for lost or damaged items.

We do not open the original product packaging but the outer packaging. 

10. Prohibited

Refer to Parcel shipment rules & regulations. Please do not ship prohibited items to our warehouse.

11. Submit shipment/Delivery Order

Once you have submitted for shipment, you are not allowed to make any changes to the shipment.

ie. No split, no merge, no adding, no remove an item, no remove package, no change of shipment method, etc.

Delivery order submitted before 9 am on Monday to Friday ; will be in the queue for the warehouse to process & pack on the same day.

Delivery order paid before 9am on Monday to Friday ; China & Japan : will ship out on the same working day & Taiwan & Korea : will ship out on the next working day.

After 9 am, will be on the next working day.

When your order status has changed to Delivery, it means that your package has been shipped out.

Once we have delivered your package the status will change to "Goods Received" by the system or you can also click to acknowledge, it will help us greatly to have more time checking the others that are not yet delivered.

Please contact us within 1 working day if you have not received the package.

12. Warehouse Hours

Monday - Friday : 9:00am - 6:00pm

Saturday : 9:30am - 12pm

Lunch : 12pm - 2.00pm

Sunday, Eve & Public Holiday : Closed

13. Change of Delivery Address 

After the package has been packaged to ship or shipped. We do not support this service at this moment.

14. Repackaging

Remove the package packaging such as eg. Carton delivery boxes received from the seller.

You agree to remove the package packaging and ComNBuy is not responsible for lost or damaged items.

15. Special Request

Pallet Jack, delivering large items that cannot be accessed by elevator, etc.

Additional Material Fees: To add more packaging material to your package

Fees vary per request. 

16. Order Process

ComNBuy will usually process your order within 1 business day and may take longer depending on the complexity of your order requirements.

The BuyForMe service is considered completed after we have placed an order with the seller you indicated. Once the seller ships, ShipForMe will begin.

17. Inventory Level

We have no control over the seller's inventory & processing speed and we seek your understanding.

Please allow 1-2 working days for Seller to ship out to our warehouse.

Before you place an order with us, please understand the seller's inventory level.

18. Payment Processing Fee

When we perform the payment transaction to Seller, will charge if incurred

• Min. JPY324, NTD30, KRW2,500 per transaction

■ In order to be refunded for any reason, this Bank Transfer fee will not be refunded.

19. Buy For Me Service Fee

China Taiwan Korea Japan - Websites: Taobao, Tmall, 1688, Ruten, Rakuten, Uniqlo, Gmarket, etc. (No service fee.)

M - xianyu, weidian, oWhat, only support mobile/app orders/payment, etc. (Service fee: S$3 per item)

Auction - One charge per bid. (Service fee: S$5 per item/bid)

Preorder - such as order (an item of merchandise) before it is available, with the understanding that it will be shipped later, order at a specified time, order after working hours, add to cart in advance, only available at a later date  (Service fee: S$5 per item)

Special Request - Contact us (such as buy from physical stores) Service fee: starting from S$5 per item.

The service fee will not be refunded at any circumstances, such as out of stock or bid item is unsuccessful, etc. 

Example, Bid starts from JPY200, you stated JPY1k. The bid exceeds JPY1k, we will close the order as an unsuccessful bid. If you want to increase the Final amount before the bid exceeds the Final amount and/or before we close the order and the auction is still open for bidding, each increment is S$5 per item.

20. Ship For Me Service Fee

No service fee. 

21. Duty & Tax

You need to pay if required. CIF = Cost of Goods + Insurance + Freight 

Singapore 7% GST for Air shipments CIF S$400 and above and Sea shipments CIF S$0 and above.

Individual Custom Clearance available, please check with us before submitting the order. (min. 20ft container)

22. Withdrawal of account balance

An email with your account details that you want us to refund. This process will take about 3-5 working days.

If you top up by Smoovpay, please take note it will refund back to your card, up to 14 days depends on your bank.

23. Buy For Me via ComNBuy website - Taiwan Korea Japan will be available soon. Orders can be placed through WhatsApp / Email now.

China: taobao.com, 1688.com, tmall.com, 2.taobao.com, weidian.com, paipai.com, dangdang.com, jd.com, suning.com, almost any, etc.

Taiwan: books.com.tw, momoshop.com.tw, pcstore.com.tw, ruten.com.tw, tw.mall.yahoo.com, friday.tw

Korea: gugus.co.kr

Japan: locondo.jp

We will add more sites soon.

*Shipment Rule ！
Normal Goods & Sensitive Goods Differences：
Pirated product, liquid, beauty product, medicine, product built-in battery, CD, DVD, powder and adultery products as sensitive goods.

*Air Shipment Prohibited Goods:
Dangerous goods, weapon, animal, currency, alcohol and all the international freight associate banning items.

*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.

*1. Air Shipping Items total value less than USD100 @cannot more than 15KG/order is not required to pay tax.

*2. Value Declaration: Refer to parcel value filled in RMB amount by the customer，
our system will auto-convert to USD. Value declaration exchange rate as USD 1.00 = ¥6.2。

*3. Air flight fare here include customs clearance but not include tax. 

*4. Buy 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 then only sign on it.

*5. If there is any damage on 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：WhatsApp +65 9837 9830（Immediately）. Once all the info in place, 「ComNBuy」will fight for the customer to ask for compensation of shipping company.

*6. Air Shipment Compensation: If parcel lost or missing, the shipping company will follow your declaration value or the most SGD100 as compensation.
The compensation will be 3 times of shipment fee or good declaration value whichever is lowest. Note：If it's highly valuable goods, please contact us for buying insurance.

*7.Sea freight Compensation: If parcel lost or missing, the shipping company will follow your declaration value or the most SGD100 as compensation.
The compensation will be 3 times of shipment fee or good declaration value whichever is lowest. Note：If it's highly valuable goods, please contact us for buying insurance.

*8. Any issues cause by Taobao seller, we are not responsible for that. (Cheat, Color, Quality or Parcel Missing, etc)

*9. If seller not honest, parcel missing halfway, quality issue, send wrong good, color mistake, etc. We are not responsible~

*10. If the buyer received the parcel and discover the product is not the right one etc, we will help the customer to request the seller to solve it.

*11. For customer who requests for perfect and good quality, it's advisable while making an order please choose QC service (Extra charge needed) whereby the warehouse staff will help to ensure your product in good quality when arriving in our warehouse.

*12. We would like to make sure the customer can enjoy perfect Buy For Me service.
Make sure you understand the basic risk of Buy For Me service, for those items condition received by the customer, we are not responsible for it. During the festival, the shipment will be slowly caused by customs clearance delay and big volume of the shipment. We are not responsible for the delay.

*13. Parcel status show received but buyer claim that never receives it. Buyer has to trace where is their parcel. Please understand that there is a risk in buy for me service, whereby goods might not arrive on time.

*14. Customer needs to request seller pack the parcel in a suitable way to avoid damage while shipping. Any damage to the goods received by the warehouse, our company will not responsible for it but will help to get compensation from the seller.

*15. If you're worried about goods condition, we do provide service like count goods, QC, take photos, etc. Please contact customer service:hello@comnbuy.com. If customer complaint that wrong product or product missing or send wrongly. We are not responsible for it.

*16. All the duration provided for Air and Sea shipping here, are not cover public holiday and festival, weather, custom clearance delay, etc. We are not responsible for any delay causing loss by customer.

*17. Only for that product out of stock allow refunding, else once sold out non-refundable or exchangeable.

*18. If a customer makes an order and chooses our shipping service, it means customer accept all the rules and regulations above.
Bear in mind while using our shipping service, must understand all the process, rules and consideration then only make an order. Please wait patiently for your parcel to arrive. Thank You.

Purchasing and shipping rules:

1. The air shipment consists of customs clearance, 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 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 (first time)

* "ComNBuy" 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, buyer 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, color error and other issues, will not be responsible for ~ 

5. If the buyer finds that the seller has sent the wrong goods after receiving the goods, we will not be responsible but will try our best to find a solution to the seller.

6. For those who have strict quality requirements, perfectionists, it is recommended to select the 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. 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.

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 as 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 (For example, Fashion, Bags, Shoes, Furniture, Toys)

• Sensitive Air goods (For example, Book, Bluetooth, Magnetic, Earphones, Discs, Electronic, Branded, Battery, Cosmetics)

• Sensitive Sea goods (For example, Shampoo, Book, Bluetooth, Magnetic, Earphones, Motor, Liquid, Food, Supplements, Discs, Electronic, Branded, Battery, Cosmetics)

• Prohibited (For example, Drugs, Flammable)

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 the necessary documents for customs clearance before submitting the shipment.

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

Currently, only support by Smoovpay (VISA & Mastercard)

How to make payment

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 photo together with the outer packaging and send the digital photo and 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, ComNBuy 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.