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Old 25-01-2014, 07:56 AM   #2626
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FOOD FOR THOUGHT:

In short, shipping of a pair of insole can be bigger box than shipping for a pair of shoes. and they cant repack it due to safety. maybe the dog at DHL might chew on it?

full transcript below:

Please wait while we connect you to a customer service specialist. You are currently number 1 in Queue. Your expected wait time is 0 minutes and 2 seconds. While we connect you, please note that our UK warehouse has now moved to a new address. Ask the chat operator for details.
Welcome! This is 'Albert'. How may I help you today?
Your Issue ID for this chat is LTK122160508221X
Tecko Wong: Hi
Albert: Welcome to Borderlinx. Thanks for your enquiry. Please allow me a moment while I read your query/question.
Albert: Hello Tecko
Tecko Wong: LTK122160492897X
Tecko Wong: this is the reference code
Tecko Wong: i THINK THIS IS TOTAL RUBBISH
Tecko Wong: the email reply is as GOOD AS NO REPLY
Tecko Wong: i seriously suspect if there is any work being done while waiting for the DAMN EMAIL TO REPLY
Tecko Wong: With regards to your shipment #1Z602E89YN02918265, I would like to inform you that as per our hub's update, the shipment is prohibited in the destination country and hence cannot be shipped to you. As for shipment #9613804935951751744361, our hub has checked the repacking possibilities and as per their update the shipment cannot be repacked as current packing is already optimum and we cannot further reduce the volume. We apologize for the inconvenience this may have caused you. This shipment is ready to be released. However, you could choose from the below options on how you would like to go ahead with prohibited shipment: 1. Forward to another US address (charge $20 admin + $15 shipping) 2. Return to vendor (charge $20 admin fee + $15 shipping). If you have prepaid label from merchant you will not be charged $15. 3. Dispose of the shipment (free of charge)
Tecko Wong: #1Z602E89YN02918265, I would like to inform you that as per our hub's update, the shipment is prohibited in the destination country and hence cannot be shipped to you. --
Tecko Wong: SHOW ME THE CLAUSE THAT THIS ITEM IS PROHIBITED AND CANNOT BE SHIPPED
Tecko Wong: shipment #9613804935951751744361, our hub has checked the repacking possibilities and as per their update the shipment cannot be repacked as current packing is already optimum and we cannot further reduce the volume.
Tecko Wong: ARE U KIDDING WITH ME? THE ORIGINAL PACKAGING IS ONLY 1 INCH TALL AND THIS CANT BE REPACK? THE WHOLE INSOLE IS IN A BLISTER PACK
Tecko Wong: I HAVE SINCE CHECKED WITH THE CUSTOMS SINGAPORE WEBSITE AND THERE IS NO RELEVANCE IN ANY ACCORDANCE TO THE ITEM BEING PROHIBBITED IN THE ABOVE MENTIONED ITEM
Albert: Tecko, please note that All kind of jeweleries, including imitations or costume jeweleries are prohibited to Singapore.
Tecko Wong: WHERE IS THAT STATED?
Tecko Wong: SHOW ME THE DAMN LINK
Albert: Hence your shipment #1Z602E89YN02918265 cannot be shipped under any circumstances.
Albert: We apologize for the inconvenience this may have caused you.
Tecko Wong: I ASKED FOR EVIDENCE THAT IT IS PROHIBITED
Albert: For more information on prohibited goods please visit link. Borderlinx | Frequently Asked Questions | Prohibited items
Tecko Wong: I DIDNT ASK U FOR A APOLOGY
Tecko Wong: I AM AT THAT WEBPAGE NOW
Tecko Wong: AND THERE IS NO REFERENCE AT ALL
Albert: In above link please read the last para under "Import Restrictions"
Albert: The para states:
Tecko Wong: i have checked with the customs singapore
Tecko Wong: there is no relevance to jewellery
Albert: "The above list consists of products that cannot be shipped to any country. In addition, some countries have specific import restrictions which are not included. For information on import prohibitions and restrictions, please check with the Border Control authority for your country. Have a look at the World Customs Organisation web site to find your local customs office World Customs Organization
Tecko Wong: and to top it off. it is an fashion accessory we are speaking of here now
Tecko Wong: REGARDING REPACKING OF MY INSOLE... Timberland - Timberland PRO® High-Rebound Cushion Insole
Tecko Wong: THIS IS THE PRODUCT PAGE
Tecko Wong: AND THE PACKAGING CAN BE SHOWN HERE
Tecko Wong: IN A BLISTER PACK
Tecko Wong: HOW WOULD YOU EXPECT A INSOLE TO BE 5 INCH TALL
Albert: Shipment #1Z602E89YN02918265 is a bracelet. Men's Gunmetal Link Bracelet
Tecko Wong: IT IS A FASHION ACCESSORY
Tecko Wong: WHICH PRECIOUS METAL BRACELET COST YOU $30?
Albert: Please note that any sort of Jewelry fake/real are prohibited in Singapore.
Tecko Wong: I HAVE REPEATEDLY SAID IT IS NOT A JEWELLERY
Albert: You could choose to return it to merchant or forward to a local USA address.
Tecko Wong: HAVE I NOT ASKED YOU IN A CLEAR AND CONCISE MANNNER?
Tecko Wong: THIS IS NOT A JEWELLERY
Tecko Wong: THIS IS NOT A REAL / FAKE JEWELLERY
Tecko Wong: THIS IS A FASHION ACCESSORY
Albert: Tecko, Please wait while I transfer you to my Manager.
Please wait while I transfer the chat to 'Anne'.
Welcome! This is 'Anne'. How may I help you today?
Your Issue ID for this chat is LTK122160508221X
Tecko Wong: HI
Anne: Hi Tecko
Tecko Wong: Albert: Shipment #1Z602E89YN02918265 is a bracelet. Men's Gunmetal Link Bracelet Tecko Wong: IT IS A FASHION ACCESSORY Tecko Wong: WHICH PRECIOUS METAL BRACELET COST YOU $30? Albert: Please note that any sort of Jewelry fake/real are prohibited in Singapore. Tecko Wong: I HAVE REPEATEDLY SAID IT IS NOT A JEWELLERY Albert: You could choose to return it to merchant or forward to a local USA address. Tecko Wong: HAVE I NOT ASKED YOU IN A CLEAR AND CONCISE MANNNER? Tecko Wong: THIS IS NOT A JEWELLERY Tecko Wong: THIS IS NOT A REAL / FAKE JEWELLERY Tecko Wong: THIS IS A FASHION ACCESSORY
Anne: Please provide me with link where from you purchased this bracelet?
Anne: I am aware of your correspondence history, so no need to mention.
Tecko Wong: THANKS
Tecko Wong: Amazon.com: Willis Judd New Four Element Gunmetal Titanium Magnetic Bracelet In Black Velvet Gift Box & Free Link Removal Tool: Willis Judd: Jewelry
Anne: Thanks. The reason I asked you for the link so you could see under what category this bracelet has been listed.
Anne: The department is Jewelry.
Anne: Every product is classified for customs clearance and your bracelet is categorized as Jewlery.
Anne: So there is no way we can ship this as all imitation or real jewelry is prohibited to Singapore.
Tecko Wong: CAN I HAVE A REFERENCE TO THAT?
Tecko Wong: THAT STATES JEWELRY IS PROHIBITED TO SINGAPORE?
Anne: You may refer to Singapore Customs site.
Anne: Or contact your local customs auhorities.
Anne: We have provided the information to contact regional custom offices on our site.
Tecko Wong: Singapore Trade Classification, Customs & Excise Duties 2012
Tecko Wong: this is the customs SINGAPORE complete list of import ITEM
Anne: It is virtually impossible to list every single product which is regionally restricted or prohibited to a country.
Tecko Wong: i dont see jewelry
Anne: Mr. Tecko, I have informed the information that we know as we have to abide by the custom rules. So there is no way it can be shipped.
Tecko Wong: there is no custom rules that it cant be shipped
Tecko Wong: so ship it. if the customs doesnt clear it. i will answer for it
Tecko Wong: directly with the customs of singapore
Anne: That is not how it works that you will answer. As a shipper we are legally responsible for what we have shipped. So we cannot ship this, I am afraid. As far Customs rules are concerned, we are better informed as its our daily task to deal with shipments.
Anne: I can only suggest further that this item can either be returned, sent to another US address or disposed as you may deem fit.
Tecko Wong: ok nvm about this shipment for a min
Tecko Wong: what about my INSOLE
Tecko Wong: you cant REPACK IT CAUSE IT IS A SHOE?
Tecko Wong: OR YOU CANT REPACK IT AS THE INSOLE IS FRAGILE AND MIGHT GET DAMAGED OVER SHIPPING?
Anne: Any shipment over 10x12x2 packaging cannot be repacked as we use only small DHL padded pouches to repack not a box or other wrapping material. On your request, we checked with ground staff and they have declared this shipment cannot be repacked.
Anne: The discretion how and what items can be repacked is reserved with DHL ground staff.
Anne: Either way you take it, I gave given you the specific reason for not confirming to your repackging request.
Tecko Wong: it is only 1 inch tall
Tecko Wong: the box is 5 inch tall
Tecko Wong: the content is 1 inch!
Anne: How do you expect us to stick shipping label on 1inch item?
Anne: There are various practical situations that we have to face, its not that you will order a matchbox of 1inch and you will pay for 1x1x1 size.
Tecko Wong: Product Dimensions: 13.7 x 5.5 x 1 inches;
Anne: The merchant provided packaging to stick labels on it.
Anne: We have used the same package for forwarding.
Tecko Wong: I BELIEVE YOU CAN STICK A LABEL ON 13*5.5
Anne: Had there been a scope of reducing or trimming, we would have done.
Anne: Again, how a label is taken care and an item repacked is done without needing your involvement.
Tecko Wong: 13*5.5*1 AND 13*5.5*5 IS 5 TIMES THE DIFFERENCE
Anne: Ground staff is experience enough to asses this.
Anne: There must have been reason why merchant used that big packaging to ensure safety of shipment.
Anne: You have not physically seen the packaging, so assuming this can be done or that can be done.
Anne: Ground staff has physical posession, so they know the best.
Anne: We cannot challenege their decision on this.
Tecko Wong: I ALLOW U TO DISREGARD THE SAFETY OF THE SHIPMENT
Anne: Though, we already have checked it once on your request.
Tecko Wong: ITS A INSOLE
Tecko Wong: IT CAN BE BENT
Anne: That option is not available to you.
Tecko Wong: IT IS NOT FRAGILE
Tecko Wong: i am not asking you to bent it . i am telling you . the safety of the shipment..
Anne: I am sorry, Mr. Tecko, final decision is that your item cannot be repacked.
Tecko Wong: have i have the email of your director of customer service?
Anne: Safety is our utmost priority. Even if you give me on legal paper, then also we will not compromise on safety.
Tecko Wong: safety of a insole..
Anne: You can email who ever you wish to through cs@borderlinx.com
Tecko Wong: i want the name
Anne: Unfortunately, results will be same.
Anne: Simply address is to CS Manager.
Tecko Wong: dont presume me
Tecko Wong: you are the manager
Anne: Also keep in mind, while dealing with this case we are not going to extend the storage period.
Tecko Wong: ?
Anne: Indeed, I am the manager. You can take a copy of this chat and include it in your complaint if you want to.
Tecko Wong: 2 out of 3 parcel has problem.
Tecko Wong: what a service
Anne: Director or CEO is not going to look into how insole can be repacked. We have proper defined repackaging guidelines to operate and we can make exceptions if feasible, not otherwise.
Anne: In your case, we have already exhausted the exception option.
Tecko Wong: true
Tecko Wong: he is not supposed to look into HOW
Tecko Wong: he is supposed to let the staff know that there is a HOW
Tecko Wong: not to just reply with THERE IS NO OPTION
Tecko Wong: THIS IS THE ONLY OPTION
Tecko Wong: WE KNOW BEST
Anne: Either way you interpret Mr. Tecko. You are the customer so I am not going to argue on your view points. But I can reiterate item will not be repacked.
Anne: Let me know if there is anything else I can assist you with?
Tecko Wong: Borderlinx provides a Repacking service, completely free. If an item can be repacked (see exceptions) and you haven't opted out, it will be automatically. You do not need to request it via Customer services. We do not repack multiple packages into one box.
Tecko Wong: THIS PARAGRAPH IS THEN RUBBISH ON YOUR WEBSITE
Tecko Wong: THANKS FOR CONFIRMING THAT
Tecko Wong: https://www.borderlinx.com/images/ma...epacking-2.png
Anne: I am sure, once you receive the package in Singapore you wouldn't think the same.
Anne: I am aware what is stated on website.
Anne: If i'll show you the page to T&C, this discussion will be over the very minute.
Anne: We are still deviting time to make you understand that we have done whatever we could to accept your request.
Anne: But warehouse people cannot reduce the package size further.
Tecko Wong: , the receipt dimensions were reduced to (15x12x3 inches),
Tecko Wong: Anne: Any shipment over 10x12x2 packaging cannot be repacked as we use only small DHL padded pouches to repack not a box or other wrapping material. On your request, we checked with ground staff and they have declared this shipment cannot be repacked.
Tecko Wong: HMM.
Tecko Wong: HAS THERE BEEN A CHANGE OVER TIME?
Anne: You have use the service only once in the past, this rule has been always in place.
Anne: We do revise conditions time to time based on customer feedback.
Tecko Wong: Receipt from Kent Water Sport was shipped to the warehouse in a box 16.5x20.5x5 inches, representing a volumetric weight of 13lbs. After repack, the receipt dimensions were reduced to (15x12x3 inches), representing a volumetric weight of 4lbs. Saving to the customer was 9lbs. in shipping weight.
Tecko Wong: I AM REFERING TO THE CASE STUDY ON YOUR WEBSITE
Tecko Wong: OR IS THE WEBSITE OUTDATED?
Anne: Trimming and repackaging is different.
Tecko Wong: AND INACCURATE AS WE SPEAK
Anne: If a package material is such that it can be trimmed from corners, then it is done.
Anne: Not for every single case.
Anne: Repackaging on other hand is done in small DHL yellow padded envelopes by removing original packaging.
Tecko Wong: After repack, the receipt dimensions were reduced to (15x12x3 inches), representing a volumetric weight of 4lbs.
Tecko Wong: repack ..
Tecko Wong: AFTER REPACK ..
Anne: We cannot compromise the safely of shipments in trimming/repacking.
Tecko Wong: YES I AM TELLING U THAT IS AN INSOLE
Tecko Wong: IT IS SAFE AS LONG YOU DONT THROW IT INTO A FIRE
Anne: Well, Mr. Tecko I have given you your options. As far information on website is related, we will send it to concerned team if it needs any update as we always value customer feedback whether or not you are happy.
Anne: But as of now, this shipment cannot be repacked.
Tecko Wong: SO YOU WONT PUT UP A RE-REQUEST
Tecko Wong: AM I RIGHT TO SAY?
Anne: We have already requested and the decision is final and binding. There is no question of re-request.
Anne: Is there anything else I may assist you with today?
Tecko Wong: UNFORTUNATELY
Tecko Wong: THIS IS THE FIRST TIME I HAVE SEEN A PACKAGE OF A INSOLE
Tecko Wong: WHICH CAN BE BIGGER THAN THAT OF A SHOE
Tecko Wong: IN OTHER WORDS. PACKAGING OF A WHEEL BIGGER THAN THAT OF A CAR
Tecko Wong: I MUST BE LIVING IN A DIFFERENT WORLD OF YRS
Anne: You can ask the merchant to keep the packaging small as you intend to export. Packaging size does not matter in ground shipping as it does in Air.
Tecko Wong: AKA I AM ASKING THE RESHIPPING AGENT TO REPACK FOR ME INTO A SMALLER PACKAGING
Anne: We are not responsible if your merchant repacked it into an oversized package. We can only act on repackaging within our operating procedures.
Anne: As I mentioned few times already, we have checked it already.
Tecko Wong: I AM INCLINED TO BELIEVE THAT YOUR OPERATION PROCEDURES READS : DONT REPACK ANYTHING
Anne: A 2nd, 3rd 4th request is going to make no difference.
Tecko Wong: OR DOES IT READ : DONT ACT UPON ANYTHING
Anne: Well Mr. Techo as I have already informed you what has happened and your likely future options, I have nothing further to add to this conversation.
Anne: So I will be closing this chat session or can transfer you back to an agent if you have other questions apart from these two requests.
Tecko Wong: WELL
Tecko Wong: YOUR INTELLECT AMAZE ME
Tecko Wong: I AM SO PUTTING THIS ON FACEBOOK
Anne: Fair enough. We will respond to all posts.
Anne: I believe there are no further questions and your queries have been answered. So I will be bring this chat session to an end.
Anne: Bye
Chat session has been terminated by the site operator.
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Old 25-01-2014, 12:47 PM   #2627
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On the re-packaging, they already told you "The discretion how and what items can be repacked is reserved with DHL ground staff". So it's DHL who said cannot re-pack. CGW and HSG also use DHL, so I guess the outcome will be the same if you shipped through them.
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Old 25-01-2014, 08:04 PM   #2628
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FOOD FOR THOUGHT:

In short, shipping of a pair of insole can be bigger box than shipping for a pair of shoes. and they cant repack it due to safety. maybe the dog at DHL might chew on it?

full transcript below:

Please wait while we connect you to a customer service specialist. You are currently number 1 in Queue. Your expected wait time is 0 minutes and 2 seconds. While we connect you, please note that our UK warehouse has now moved to a new address. Ask the chat operator for details.
Welcome! This is 'Albert'. How may I help you today?
Your Issue ID for this chat is LTK122160508221X
Tecko Wong: Hi
Albert: Welcome to Borderlinx. Thanks for your enquiry. Please allow me a moment while I read your query/question.
Albert: Hello Tecko
Tecko Wong: LTK122160492897X
Tecko Wong: this is the reference code
Tecko Wong: i THINK THIS IS TOTAL RUBBISH
Tecko Wong: the email reply is as GOOD AS NO REPLY
Tecko Wong: i seriously suspect if there is any work being done while waiting for the DAMN EMAIL TO REPLY
...
Anne: I believe there are no further questions and your queries have been answered. So I will be bring this chat session to an end.
Anne: Bye
Chat session has been terminated by the site operator.
Food for thought: You can catch more files with honey than vinegar.

You were hostile from the get go, and not once did you let up - why should the CS even think of going above and beyond to help you?

It's been a while since I've used BL, but they've always been very nice to help; They would have been my preferred forwarder if they were located in a tax-free state. DHL also has a polybag packaging for soft items, which might have been an option.
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Old 27-01-2014, 04:42 PM   #2629
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FOOD FOR THOUGHT:

Tecko Wong: WHICH PRECIOUS METAL BRACELET COST YOU $30?
Albert: Please note that any sort of Jewelry fake/real are prohibited in Singapore.
Tecko Wong: I HAVE REPEATEDLY SAID IT IS NOT A JEWELLERY
Albert: You could choose to return it to merchant or forward to a local USA address.
Tecko Wong: HAVE I NOT ASKED YOU IN A CLEAR AND CONCISE MANNNER?
Tecko Wong: THIS IS NOT A JEWELLERY
Tecko Wong: THIS IS NOT A REAL / FAKE JEWELLERY
Tecko Wong: THIS IS A FASHION ACCESSORY
Albert: Tecko, Please wait while I transfer you to my Manager.
Please wait while I transfer the chat to 'Anne'.


Tecko Wong: Amazon.com: Willis Judd New Four Element Gunmetal Titanium Magnetic Bracelet In Black Velvet Gift Box & Free Link Removal Tool: Willis Judd: Jewelry
Anne: Thanks. The reason I asked you for the link so you could see under what category this bracelet has been listed.
Anne: The department is Jewelry.
Anne: Every product is classified for customs clearance and your bracelet is categorized as Jewlery.
Anne: So there is no way we can ship this as all imitation or real jewelry is prohibited to Singapore.
Too funny :p

My problem with them is that they are not very smart, and will show attitude if they don't understand what you're saying, and think you're trying to be difficult.
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Old 31-01-2014, 07:45 AM   #2630
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Tracking, Track Parcels, Packages, Shipments | DHL Express Tracking

Can you tell which of these two deliveries is Express (2-3 days) and Standard (4-6 days)? Borderlinx.com uses DHL.

DHL is only a third party delivery contractor. I contacted Borderlinx on my Express delivery not much faster than Standard delivery, they said there is nothing they can do instead of escalating to warehouse people to check.

My advice, save your money and only use Standard delivery. You cannot be disappointed with Standard delivery.
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Old 31-01-2014, 10:50 AM   #2631
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Tracking, Track Parcels, Packages, Shipments | DHL Express Tracking

Can you tell which of these two deliveries is Express (2-3 days) and Standard (4-6 days)? Borderlinx.com uses DHL.

DHL is only a third party delivery contractor. I contacted Borderlinx on my Express delivery not much faster than Standard delivery, they said there is nothing they can do instead of escalating to warehouse people to check.

My advice, save your money and only use Standard delivery. You cannot be disappointed with Standard delivery.
The only difference is the processing time. Actual delivery no speed difference. You pay that extra for them to process your package 1-2 days quicker is all
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Old 31-01-2014, 11:08 AM   #2632
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lol I hope that wasn't the actual convo otherwise you are a really farked up customer. Definitely in the wrong.
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Old 31-01-2014, 02:39 PM   #2633
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Jewelry cannot ship? Wow. Didn't know CGW so anal.
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Old 01-02-2014, 10:28 AM   #2634
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Hi! I have some queries about comgateway. I'm planning to buy a shoe from US Nike store online which in Singapore doesn't sell.
So is it recommended for me to buy it through CGW's BuyForMe Form or just make a purchase via Nike's paypal and send it to the US address CGW has given me? It's billing address doesn't allow me to put my SG address. Thanks in advance!
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Old 01-02-2014, 01:57 PM   #2635
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It would be easier if you use the 'buy it for me', but there will be a small fee. I recommend a few options:

1) search eBay for the same shoe model. It's usually cheaper (new) and they probably would have your size also.

2) for some websites, I just use CGW's address as my billing address but nike payment gateway may not accept international credit cards.

What shoe model you buying?
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Old 01-02-2014, 02:16 PM   #2636
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It would be easier if you use the 'buy it for me', but there will be a small fee. I recommend a few options:

1) search eBay for the same shoe model. It's usually cheaper (new) and they probably would have your size also.

2) for some websites, I just use CGW's address as my billing address but nike payment gateway may not accept international credit cards.

What shoe model you buying?
I'm planning to buy a Nike Flyknit Trainer. Ebay sells it at a much more higher price so my option is buying the shoes from Nike Store. I'm still on the fence abt the payment option though :/
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Old 01-02-2014, 02:42 PM   #2637
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If you have to change the billing in the Paypal for this, I suggest you just use the buy for me option...
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Old 01-02-2014, 05:42 PM   #2638
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Sorry to change the topic but does anyone know of affordable shipment forwarders for Australia? Trying to purchase online at a company which would only ship to Australia.
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Old 01-02-2014, 05:45 PM   #2639
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i going to order clothings from PRL site. is there any promotion code comgateway? ship to comgateway no sales tax. There's 20% off if i ship to borderlinx but there's sales tax if ship to borderlinx.

is there any promotion code comgateway?
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Old 01-02-2014, 07:47 PM   #2640
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is there any promotion code using https://www.uclick2buy.com/
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