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FAQs



Delivery



  Do you ship to my country?

We currently ship to over 200 countries, during checkout you can choose your country from a drop down list. However, if you do not find your country on the list, then we suggest you check out one of our authorized resellers as our delivery providers are unable to provide delivery options to your country. This helps our customers avoid high customs and or import fees. We recommend only purchasing your Trezor device from an authorized official reseller as we cannot guarantee your device  is genuine if purchased from an unauthorized reseller.
You can also buy Trezor wallets from one of our official resellers. In some countries such as Brazil and the Philippines this lets you avoid a complex and expensive customs process.



  Can I choose how my order is delivered?

Available shipping methods vary by country. Make sure you select the correct destination country during checkout.


Economy shipping

Economy shipping is available in EU and several non-EU countries. Package tracking is limited.
Delivery time may take from two days to six weeks, depending on your location and national post service.
Parcels ordered using Economy shipping can be tracked here until it leaves the country of origin. It can then be tracked using your country's postal service website if available.


Standard (expedited) shipping

Standard shipping usually takes 2 to 7 business days (up to 14 days for island addresses) after the order has shipped.
Order tracking is added to each shipment.
Parcels ordered using Standard shipping can be tracked here.


Delivery in the UK and USA

Orders delivered to customers in the United Kingdom and the United States of America are dispatched by local fulfillment centers using local delivery services.
  • The US orders are shipped from Chattanooga (TN), Grapevine (TX), Phoenix (AZ).
  • The UK orders are shipped from Manchester.



  When will my order arrive?

All orders are usually processed and handed over to the delivery provider within 1 day. However, estimated delivery times can vary from country to country.


United States


Standard
Delivery takes place within 3 to 5 business days after the order is processed and the package has been dispatched. Packages are fully trackable.
 

United Kingdom


Standard
Delivery takes place within 3 to 5 business days after the order is processed and the package has been dispatched. Packages are fully trackable and can be traced here.

All UK orders are shipped from our UK warehouse, to ensure a fast hassle free delivery for our UK customers.


Internationally


Economy
Outside the United States and United Kingdom, Economy shipping is only available in EU and several non-EU countries. Tracking information can sometimes prove limited.

Delivery time may vary between two days to six weeks depending on your location and your national post service.

A parcel sent via Economy shipping can be traced
here until it leaves the country of origin. After that, it can be traced on the website of the postal service in your country, if available.

Standard (expedited) shipping
Standard shipping usually takes 2 to 7 business days (up to 14 days for island addresses) after the order has shipped.

Order tracking is added to each shipment.

Parcels ordered using Standard shipping can be tracked here.



  Is it safe to buy a Trezor on Amazon?

Trezor hardware wallets are also sold on the official Trezor Amazon store. Products sold through Amazon are kept separate from other inventory and are safe to use as long as they pass standard security checks.

Official Trezor Amazon stores: This stock is supplied by us directly and kept separate so devices are not mixed with other goods:



Payment & Prices



  How can I pay for the order?

Trezor Shop supports Google Pay, Apple Pay, debit/credit card, Bitcoin and selected cryptocurrencies for order payment.

If paying with cryptocurrency, it's not recommended to pay directly from an exchange. This can result in an underpayment, causing the order to fail.



  My credit card payment did not go through, what should I do?

If you are having trouble completing your payment or your purchase has been declined, there might be an issue with your bank or credit card. There are a few steps you can take to try and remedy the situation.

The cookies stored by your browser might be one of the issues. You can try one of the following workarounds:
  • Clearing the cache of your browser
  • Try using an incognito window to pay for the order
  • Try using a different browser.

If that does not work it may be that your card is being declined due to the fact that your card is not able to process transactions without first informing your bank or credit card company. If your card continues to be declined please reach out to your bank to determine if this could be the issue or if there is something else that is causing your payment to fail.

Alternatively you can purchase your order by cryptocurrency. You can pay with Bitcoin, Bitcoin Lightning or Litecoin via Confirmo. You can also try to use one of our official resellers or our official Amazon Store.



  Issues with crypto payment.

It is possible to pay using Bitcoin, Bitcoin Lightning or Litecoin.

If you completed and paid for your order with cryptocurrency and it was canceled, one of the following may have occurred:


Insufficient amount

The service or wallet you used to send the payment has deducted fees from the final amount, so the full price has not been paid. This can happen when paying from an exchange. Contact Trezor support to request a refund.


Overpaid amount

If your order was overpaid, please contact Trezor support.


Paid after timeout

Currently, our system accepts payments received within 15 minutes of requesting the payment. If the transaction arrives after the 15 minute window, you should contact Trezor support and request a refund.


Unconfirmed transaction

Setting a low transaction fee for crypto transactions might take longer for the transaction to confirm and may not be received in time. If your payment does not confirm, increase the fee or place a new order.

When paying for your order with crypto you can create a temporary wallet online and transfer your Bitcoin funds from an exchange to your wallet. Once you've done that, you should be able to process the payment from your wallet instantaneously, without risking an underpaid or outdated payment.

Once you complete a payment on Confirmo payment gateway, bookmark the page, as you can use it later to check on your payment status.

If you have your Confirmo crypto payment URL you can apply for a refund yourself using the same link that you used to pay. ****The URL starts with https://confirmo.net/public/invoice and once clicked on Request refund button, you will need to fill in your preferred address where you would like the refund sent. If you do not have that payment URL please reach out to Trezor support so we can assist you further.



  Will I have to pay customs fees?

The price that you pay at the checkout of your order on Trezor e-shop does not include tax/customs fees.

During checkout, you confirm that you are responsible for paying customs duties, local taxes, and other related fees, if applicable.

Customs duties apply for deliveries to certain countries (except the USA, the UK and those within the EU).

Customs duties and related taxes vary from country to country, and are subject to your local legislation. Please contact your local authorities in order to get an estimated customs fee.

If you would like to take a closer look at our position in relation to foreign governmental bodies, please refer to section 6.11 of the Trezor
Eshop Terms of Use



  Can I get a discount?

We are currently not running any long-term official promotional campaign. We always announce these on our socials or newsletter, which you can sign up here.

Make sure you follow the channels below to stay on top of fresh news and get the first pick of any discounts.



  Can I change the invoice?

As long as your order has not been dispatched, you can change it by writing to us.

Simply follow the Contact us link in your order confirmation email under the header ‘Do you need to change your order?’.

Describe any changes and submit the message, then wait for confirmation. Your order will be placed on hold until the changes have been confirmed.



Order issues



  How can I modify or cancel my order?

As long as your order has not been dispatched, you can change it by writing to us.

Simply follow the Contact us link in your order confirmation email under the header ‘Do you need to change your order?’.

Describe any changes and submit the message, then wait for confirmation. Your order will be placed on hold until the changes have been confirmed.



  Why has my order been canceled?

You most likely created multiple orders at around the same time and paid for one, but abandoned the others. Your paid order will be shipped, but you may receive order cancellation notifications for the other order(s). All unpaid orders are automatically canceled after 7 days. Check the order token to confirm which order was canceled. If there is another issue, please contact Trezor support.



  How can I track my package?

A tracking ID is assigned to your order once the order status is “shipped”.

Orders which have been paid for are processed within 48 hours during business days, unless otherwise stated during checkout.

Once the order has been shipped, you will receive a notification from [email protected] containing the tracking ID.

Parcels sent using UPS can be tracked
here and parcels sent by Economy shipping can be tracked here while in the country of origin and then through your local postal service’s website.

Orders to the USA and UK can be tracked using your local postal service’s website.

If you have not received your tracking number, please check your junk or spam folder, sometimes they can end up there.



  My package is stuck/lost, what should I do?

We never postpone shipping without notifying you first. If there is a delay before the package has been dispatched, it may be due to incomplete shipping information being provided. In that case, our Customer Support team will contact you and request the missing information.

International deliveries will be processed by customs on arrival. This is where most delays occur. The delivery will only appear in a customer's local post tracking system once it has been released by customs. This process can sometimes delay items by many weeks.

In rare cases, using standard shipping, your package may get lost during transport. These are processed as a lost package and dealt with through an investigation process.
Contact our support team if you believe your package has been lost.

An investigation into a lost package can be initiated if your order meets at least one of the following criteria:
  • the package does not leave country of origin within ten days
  • the package does not appear on the destination country's tracking service within 21 days
  • no update in status for 21 days
Contact our support team if you believe your package has been lost.



  What to do if I have received an incorrect, faulty or damaged item?

Please contact our support team if you have received an incorrect, faulty or damaged item.

Please include your invoice along with some photos if the product is damaged. If the product is faulty, attaching a short video is also helpful in speeding up the RMA process.



  Why is my box different from what is shown on the website? How can I check if the product has not been tampered with?

There have been slight modifications to the packaging over the years and it could be that your package is an older design. You can check the packaging timeline of Trezor Model T and Trezor Model One

In addition to checking the integrity of the packaging there are extra security measures in place to help verify the security of your Trezor device:
  • All Trezor devices are distributed without firmware installed - It will be installed during the initial setup. The setup process will check if firmware has already been installed on the device. If firmware is detected then the device should not be used.
  • The bootloader verifies the firmware signature each time you connect your Trezor to a computer. Trezor Suite will only accept the device if the installed firmware is correctly signed by SatoshiLabs. If unofficial firmware has been installed, your device will flash a warning sign on its screen upon being connected to a computer.
  • You will need to generate a recovery seed during Trezor setup. This seed is unique, ensuring only you have access to your private keys.



Warranty & RMA



  Can I return my order after it has been delivered?

Yes, most Trezor products can be refunded as long as they are returned in the same condition they were sold, i.e. they haven't been opened, damaged or used.

For detailed information about how to return an item and situations in which a return will not be possible, please check the terms of our refund policy, which you can read under section 8 of our e-shop
Eshop Terms of Use.



  My product stopped working correctly, can I get a replacement or a refund?

If you think that there is something wrong with your Trezor device, please start by contacting our support Team. We will do our best to help you resolve your issue.

If we are unable to help you, you will need to ship the product back to us and start the RMA process. Do not worry, we will give you all the necessary information when you contact us.

Please make sure that the product is still under warranty (see the next question).



  I got my Trezor from a reseller and it stopped working, can you replace it?

We are only able to process RMA requests for purchases completed in our eshop - trezor.io. Contact the seller who sold you your device and negotiate a compensation with the seller directly. Warranty conditions may vary depending on the country and reseller's policy.



Product information



  Where can I find more information and support?

The Trezor Help Center is our official troubleshooter, where you can also submit questions for help with technical, payment or logistics issues. Before opening a ticket, check our other support channels to see if the issue can be resolved more easily on your own:

Trezor Forum: find support agent answers to other users' issues or post a question of your own.

Trezor Blog: important announcements, updates and news are published regularly on our blog.

Social media: Trezor on
Twitter, Trezor subreddit

Like Trezor? Get one here!



  Where can I find the serial number of my Trezor device? Can you check if the serial number of my device is genuine?

As a security measure, Trezor devices have no serial numbers. What you see on the box of your Trezor is a serial number of the packaging, used to identify specific batches of packaging in case of packaging error.

Not sure If your device is genuine?
If you are concerned that your Trezor is not a genuine product from our company, please refer to this blog article, where you will find information about how to distinguish between an original and a fake Trezor.

You can also check out the 
Trezor packaging timeline for your device Trezor Model One or Trezor Model T. There's a possibility that you might have received an older version of the package.



  Where is my crypto stored? Is it on the device?

Your crypto is on the blockchain and the keys to your crypto are kept on your physical device. To learn more about this we suggest you check out this fantastic blog article about where your coins are stored.

Your coins are always associated with a set of keys: your private and your public key.



  So what happens if SatoshiLabs goes out of business?

There are no such plans because we love cryptocurrencies, but even if we had to close down, there would be nothing to worry about. Trezor is compatible with other BIP32, BIP39, and BIP44 compatible wallets. In emergencies (although not recommended), it is possible to use the seed to recover your funds using a hot wallet. If Trezor did go out of business, neither your crypto nor your private and public keys would disappear.



  Supported coins

Trezor supports hundreds of coins and tokens including Bitcoin, Monero, Litecoin, Dash, Zcash, Bitcoin Cash, Bitcoin Gold, Ethereum (+ all ERC20 tokens), and Ethereum Classic. Please refer to trezor.io/coins for the complete list of supported cryptocurrencies.
  • In the list you can also find information about which Trezor model supports each cryptocurrency, as some coins cannot be used in the Trezor Suite app, but are supported through the use of a third party application with your Trezor.
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