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FAQ
General Guideline
Register an Account with Com&Buy
Track Your Orders: Monitor progress using your Order ID.
Manage Inquiries: Get support and handle inquiries efficiently.
Ship For Me service: How It Works
Warehouse Address: Use our warehouse address and place your order.
Arrived in Warehouse: Com&Buy will manage the shipping process for you.
Buy For Me service: How It Works
Browse Products: Found the items you want to purchase.
Place Your Order with us: Com&Buy will handle the purchasing and shipping process for you.
Track Your Orders: Monitor progress using your Order ID.
Manage Inquiries: Get support and handle inquiries efficiently.
Warehouse Address: Use our warehouse address and place your order.
Arrived in Warehouse: Com&Buy will manage the shipping process for you.
Browse Products: Found the items you want to purchase.
Place Your Order with us: Com&Buy will handle the purchasing and shipping process for you.
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.
Ship For Me
When you use our 'Ship For Me' service, you take care of purchasing the products you want from overseas. Once you've made your purchase, simply have the items shipped to our warehouse. From there, we'll manage the process, ensuring safe and efficient delivery of your products right to your doorstep.
Click Here to view service fee calculation
Tracking number is the Express number from when you make the purchase. Kindly note that Tracking number is NOT Order number. If you do not have a tracking number yet, it means that your seller has not shipped out the items yet, please wait until items are shipped.
Click Here to get your Free Warehouse Address
There are 3 different ways to submit your order. Please submit only via 1 method. Click Here to submit your Ship For Me order
View more information Here
You will be prompted to Top Up your account before you checkout. The payment methods we accept can be found Here
Buy For Me
Paste your product URL, or search for products on the search bar at the top of the webpage. Or Click Here, add your items to the cart, top up your account, and check out.
When you use our 'Buy For Me' service, you can simply browse for products on our website, or provide us with the URL of the item you want to purchase. We will take care of purchasing the products you want from overseas. Once we have made the purchase, we will manage the process, ensuring safe and efficient delivery of your products right to your doorstep.
Add to cart directly when shopping at Taobao.com - Use our Chrome extension now
Click Here to view service fee calculation
View more information Here
The exchange rate is floating and it will change from time to time.
You will be prompted to Top Up your account before you checkout. The payment methods we accept can be found Here
Payment
HitPay
This top-up method is almost an instant verification that will automatically be completed once the transaction is successful.
PayNow . ShopeePay . SPayLater . UnionPay . PromptPay . TrueMoney
GrabPay . PayLater by GrabPay . QRPH . VietQR . LinePay . WeChatPay
Bank Transfer
This top-up method usually takes about 1 working day for SGD verification. Other currencies may take longer.
DBS PayLah! . PayNow
Transfer - SGD . AED . AUD . CAD . CNY . DKK . EUR . GBP . MXN . MYR . NZD . PLN . SEK . THB . USD
When transferring payment, please enter your Username registered with Com&Buy as the Remark to Payee.
You need to log in to your bank platform to manually perform a transfer
After you have completed the transfer, please send us a screenshot of the receipt by completing the form Here.
We encourage frequent users to recharge the account balance earlier to prevent issues in last-minute order requests.
This top-up method is almost an instant verification that will automatically be completed once the transaction is successful.
PayNow . ShopeePay . SPayLater . UnionPay . PromptPay . TrueMoney
GrabPay . PayLater by GrabPay . QRPH . VietQR . LinePay . WeChatPay
This top-up method usually takes about 1 working day for SGD verification. Other currencies may take longer.
DBS PayLah! . PayNow
Transfer - SGD . AED . AUD . CAD . CNY . DKK . EUR . GBP . MXN . MYR . NZD . PLN . SEK . THB . USD
When transferring payment, please enter your Username registered with Com&Buy as the Remark to Payee.
You need to log in to your bank platform to manually perform a transfer
After you have completed the transfer, please send us a screenshot of the receipt by completing the form Here.
We encourage frequent users to recharge the account balance earlier to prevent issues in last-minute order requests.
Parcel Shipment Rules & Regulations
*Weight Calculation:
If the item weighs 1.2kg, we will charge 2kg as freight fee.
According to freight calculation, the 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：
Item Actual Weight：1 kg
Item Volumetric Weight：25cm x 20cm x 30cm
volumetric weight = (25 x 20 x 30)/6000
= 2.5 kg
If your item's actual weight is 1.5kg, and if the volumetric weight is 4.6kg, the freight cost will be charged 5KG.
Compliance and Shipping Restrictions:
1. All freight services must comply with International Air Transport Association (IATA) and customs regulations.
Correct Information and Shipping Method:
2. Customer's false reporting or use of incorrect shipping method leads to costs and losses not covered by us.
3. Customer must provide accurate information and use appropriate shipping method, if unsure, please contact us beforehand.
Cannot be shipped via Normal shipping method:
4. Liquids, powders, electronics, batteries, and branded goods, do contact us for more details.
Shipping Compliance:
5. Customer responsible for lawful importation to destination country.
6. False or ambiguous item declarations risk confiscation and fines by customs.
7. Controlled items may be shipped, but licenses and necessary documents are customer's responsibility.
8. Verify if Material Safety Data Sheet (MSDS) considers item as Dangerous Goods.
9. Contraband not accepted; do not send contraband to warehouse.
10. Detainment or confiscation by customs not our responsibility.
11. Obvious external or internal damage to packages will be rejected.
12. Right to refuse processing requisitions without reason.
13. Right to open and inspect items in shipment at our discretion.
Shipping Categories:
14. Non-sensitive goods (e.g., fashion, bags, shoes, furniture, toys)
15. Sensitive goods (e.g., books, Bluetooth devices, magnets, earphones, discs, PCB, branded items, snacks, toys with built-in batteries)
16. Special goods (e.g., batteries, powder-related items, mobile phones, laptops, liquids, creams, candles, tea leaves, health supplement)
17. EPM goods (e.g., PPE face masks, gloves, sanitizer)
18. Prohibited items (e.g., drugs, flammables)
19. Items falling outside mentioned categories need to be checked with us.
20. If package is custom rejected or returned, full shipping price must be paid for reshipping; earlier shipping fees are non-refundable.
21. Right to refuse transshipment after custom rejection or return of item/package.
22. Necessary customs clearance documents must be provided before submitting shipment.
Fast Delivery
All of our shipping methods are trackable online, with each stage shown in the tracking progress.
View the examples below:
Warehouse received the submitted Delivery Order from you
The delivery order consists of 1 or more tracking numbers.
The warehouse operator will search for the parcels (tracking numbers) from the shelves.
Packing the parcels into one shipment
The parcels will be packaged together, and this is the final packaged shipment.
The warehouse operator will weigh and measure the final packaged shipment, then prepare the necessary customs clearance documents such as commercial invoices and waybills.
Any changes to the shipment, including the documents, must be redone and might easily cause misunderstanding, which is why we do not accept alterations.
Alteration takes more time than standard processing.
Strictly no splitting or removing from the final packaged shipment.
Adding packages might require reopening the shipment as the original packing materials may not be reusable, potentially requiring a new packaging carton box or polymailer/pp woven bag.
After the package has been processed, there is an additional cost for adding parcels.
If you have any questions, please contact us before submitting.
Shipments from China:
If you choose Air or Sea (Decide Later), you will be given two quotes; select the one you like. See examples ➜ click here
At this point, the packages have been packaged together, but the documentation is not yet complete.
If you did not choose (Decide Later), no changes is allowed to the shipment.
At this point, the packages have been packaged together, and the documentation is complete.
Shipments from Taiwan, Japan, Korea, Thailand, Vietnam, Malaysia:
You can add parcels once for an additional cost.
At this point, the packages have been packaged together, but the documentation is not yet complete.
Shipment have been shipped
Once the package is paid for, the documents will be submitted to customs for clearance, and the shipment will be transported to the port.
During transit, the shipment is being shipped to you; any alterations would result in the final packaged shipment having to be returned to us.
At this point, no changes is allowed to the shipment.
❗No changes can be made to the shipment after submitting the Delivery Order (e.g., splitting, merging, adding/removing items, changing shipping method).
If you are unsure, please contact us before submitting.
If you opt for the repackaging option, please remember that the seller is experienced in their products and packaging.
Sellers are responsible for ensuring sufficient packaging, and we will make every effort to minimize packaging while still providing adequate protection.
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.
Effective October 14, 2024, withdrawals of account balance will no longer be permitted.
Please note that any top-ups made on or after August 24, 2024, are already not eligible for withdrawal. Additionally, any balances from top-ups made before August 24, 2024, will no longer be available for withdrawal after October 14, 2024. This update supports our efforts to introduce new features and simplify our processes.
Starting 1st April 2025, all top-up credits—including old ones—will expire 1 year after issuance.
If you have any questions, please feel free to reach out to us before placing your order.
Com&Buy points are valid for (1) year from the earned date.
Unfortunately, no refunds will be offered.
Earn & Redeem Reward Points
You'll earn 1 point for every S$1 spent on the international shipping fee.
100 points = S$1 rewards dollars, which can be used to offset your international shipping fee.
You can redeem up to 1,000 reward points (S$10) per delivery order.
Terms & Conditions:
Reward points can't be used with other offers or earned on promotional rates.
All earned Reward Points are non-transferable and non-exchangeable.
Reward points can't be used with other offers or earned on promotional rates.
All earned Reward Points are non-transferable and non-exchangeable.
After Sale Service
Commitment to After-Sales Support
At Com&Buy, we strive to make your international online shopping experience as smooth and hassle-free as possible. We focus on providing reliable support for all aspects of your shopping journey, including handling returns and replacements, to ensure you get the assistance you need when you need it.
A. Shipment Error, Defective, or Damaged Goods
If you receive a product with shipment errors, defects, or damage, please follow these steps:
Record a video showing the entire process (from before opening the package to removing the product) without pausing the video.
Blurry images or videos will not be accepted.
Ensure the outer packaging and package tracking number are clearly visible in the video.
Send the video along with a description of the issue to our customer service at hello@comnbuy.com.
Important:
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
If you encounter quality issues with your product after use, and the product is still within the quality warranty period:
Ensure you have the original purchase certificate and warranty card.
You may authorise us to contact the merchants for a refund or exchange.
Return Shipping Costs
While Com&Buy assists with return logistics, the client is responsible for the return shipping costs.
We reserve the right to refuse service for returns that do not meet our quality assurance conditions.
Non-Acceptance of Returns
We will not accept returns for:
Goods that have been exchanged, have altered appearances, or are missing parts.
Unpacked goods such as software packages, CDs, DVDs, cassettes, etc.
Goods without the original proof of purchase.
Special Reminder
Be cautious when shopping on websites such as eBay, Taobao, etc., as there may be unscrupulous sellers. We cannot facilitate returns for products purchased from such sites.
Refunds
The amount refunded will depend on the seller’s refund policy and can only be processed after the seller has issued a refund.
If you receive a product with shipment errors, defects, or damage, please follow these steps:
Record a video showing the entire process (from before opening the package to removing the product) without pausing the video.
Blurry images or videos will not be accepted.
Ensure the outer packaging and package tracking number are clearly visible in the video.
Send the video along with a description of the issue to our customer service at hello@comnbuy.com.
Important:
You must attach the receipt of purchase.
Contact us within 24 hours of receiving the package. Applications sent later will not be considered.
If you encounter quality issues with your product after use, and the product is still within the quality warranty period:
Ensure you have the original purchase certificate and warranty card.
You may authorise us to contact the merchants for a refund or exchange.
While Com&Buy assists with return logistics, the client is responsible for the return shipping costs.
We reserve the right to refuse service for returns that do not meet our quality assurance conditions.
We will not accept returns for:
Goods that have been exchanged, have altered appearances, or are missing parts.
Unpacked goods such as software packages, CDs, DVDs, cassettes, etc.
Goods without the original proof of purchase.
Product return / Exchange process
Step 1: If you need to return an item due to quality issues, please email our purchasing customer service to request a return.
Step 2: After your request, customer service will contact the seller. Once they confirm acceptance of the return, you will receive an email with the details.
Step 3: After reviewing the return instructions, please return the relevant items, including:
The product
Original purchase receipt
Original packaging
A copy of the email approving the return
Important Notes:
Ensure that the return is made within the time limit specified by the merchant.
International returns can take considerable time (usually over a month), so please be patient during the process. Our Purchasing Customer Service will keep you updated on the status of your return.
The product
Original purchase receipt
Original packaging
A copy of the email approving the return
Ensure that the return is made within the time limit specified by the merchant.
International returns can take considerable time (usually over a month), so please be patient during the process. Our Purchasing Customer Service will keep you updated on the status of your return.
