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.
Refer to New User Guide - How to use
1. Ship For Me Guide
2. Buy For Me Guide
3. Select which warehouse & shipping method
4. How to calculate (Service fee)
5. One-Click Process extension (Taobao/Tmall/1688)
6. Self Collect at Ninja Points (SG)
7. How to make payment
8. How to check order status & invoice
Refer to 4. How to calculate (Service fee)
1. Buy For Me Calculation
2. Ship For Me Calculation
3. Weight Calculation
4. Other services
Refer to Terms and Conditions
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13. Online Purchases
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
23. Services
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
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 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, Food, Liquid)
• 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 with 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.
*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/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 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, 「Com&Buy 共来买」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 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 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 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 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.
Payment
Choose the method you want to pay. Submit the Transaction Receipt to Top Up Account Balance
When transferring payment, please enters your Username registered with ComNBuy as the UEN/Bill Reference No. / Reference / Remark to Payee.
To recharge your account by Bank Transfer or PayNow 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.
✦ Singapore: (SGD)
• Bank Transfer (ATM / i-Banking)
• PayNow (UEN)
• PayLah! (Scan QR)
• Credit / Debit card payment by Stripe - Fee: 3.4% + S$0.50 (Visa | Mastercard | American Express | Maestro)
Check out the fees below, when you're using Singapore issued cards.
If you want to recharge by Stripe, please contact us and advise the Amount. (An invoice will be sent to your email for payment.)
Amount - Minimum SGD10
SGD
SGD 0
SGD 0
✦ International:
• Credit Card / Debit Card payment by Stripe - Fee: 3.9% + S$0.50 (Visa | Mastercard | American Express | Maestro )
✦ Malaysia: (MYR)
• Bank Transfer
✦ China: (CNY)
• Bank Transfer
• Alipay
✦ United States: (USD)
• Bank Transfer
✦ Australia: (AUD)
• Bank Transfer
✦ United Kingdom: (GBP)
• Bank Transfer
✦ New Zealand: (NZD)
• Bank Transfer
• Payment verification usually takes about 1 working day.
■ We encourage frequent users to recharge the e-Wallet earlier to prevent issues in last minute order request.
□ Only paid orders will be processed.
We only accept the above currencies.
Account
Referral Program: Refer a Friend and Earn Commission
You'll earn 20% of their Reward Points when your Friend (downline) makes a delivery order (international shipping fee).
For example: When your Friend makes a payment of 5kg S$40.5, your Friend earns 41points and you will earn 8commission (S$0.08).
100 points are equal to S$1 rewards dollar that can be redeemed from the delivery order.
Commission can only be redeemed on the delivery order (international shipping fee).
Commission not valid with any other offer / or cannot be combined with any promotions.
Commission not rewarded for the promotional shipping price.
Commission cannot be pooled with another principal account holder nor transferred to any other person and cannot be converted to cash.
For example, A, B, C and D
A refer B: A will receive the commission when B successfully paid for the delivery order (international shipping fee).
A can have multiple B.
B refer C: B will receive the commission when C successfully paid for the delivery order.
A will not receive the commission from C and thereafter.
C refer D: C will receive the commission when D successfully paid for the delivery order.
A & B will not receive the commission from D and thereafter.
Loyalty Program:
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.
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.