We currently ship to over 200 countries and territories, 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.
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, Ethereum or Litecoin via Confirmo. You can also try to use one of our official resellers or our official Amazon Store.
It is possible to pay using Bitcoin, Bitcoin Lightning, Ethereum or Litecoin.
If you completed and paid for your order with cryptocurrency and it was canceled, one of the following may have occurred:
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 via our chatbot Hal to request a refund.
If your order was overpaid, please contact Trezor support via our chatbot Hal.
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 via our chatbot Hal. and request a refund.
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 via our chatbot Hal. so we can assist you further.
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 agree with and have read the Terms of Service, which states 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 have an immediate issue you can contact Trezor Support via our chatbot Hal. Additional changes are only possible as long as your order has not been dispatched.
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 4 days. Check the order ID to confirm which order was canceled. If there is another issue, please contact Trezor support via our chatbot Hal.
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. ContactTrezor support via our chatbot Hal. 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
Please contact Trezor support via our chatbot Hal if you believe that your package has been lost.
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.
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.
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.
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.
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.
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.
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.
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.