FAQs

Delivery
Payment & Prices
Order issues
Warranty & RMA
Product Information

Delivery

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Do you ship to my country?

We ship to over 200 countries and territories. During checkout, you can select your country from a drop-down list. If your country isn't listed, check our authorized resellers, as our delivery providers can't ship there. This helps you avoid high customs or import fees. Always buy Trezor devices from an official authorized reseller, as we can't guarantee authenticity from unauthorized sources.
You can also buy Trezor wallets from one of our official resellers. In some countries like Brazil and the Philippines, this helps you avoid a complicated and expensive customs process.
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Can I choose how my order is delivered?

Shipping options depend on your country. Make sure you choose the correct country at 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.
Packages ordered with Economy shipping can be tracked here until leaving the country of origin. Then, track them on your local postal service’s 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 is shipped.
Order tracking is included with every shipment.
Packages ordered with Standard shipping can be tracked here.

Delivery in the UK and USA

Orders sent to customers in the UK and USA are shipped from local fulfillment centers using local delivery services.
  • US orders are shipped from Chattanooga (TN), Grapevine (TX), and Phoenix (AZ).
  • The UK orders are shipped from Manchester.
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When will my order arrive?

All orders are usually processed and handed over to the delivery provider within one day. However, estimated delivery times will vary by 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 for fast, hassle-free delivery to customers in the UK.

Internationally

Economy

Outside the United States and United Kingdom, Economy shipping is only available in the EU and several non-EU countries. Tracking may sometimes be 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 tracked here until it leaves its country of origin. Afterwards, it can be traced on 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 is shipped.
Order tracking is included with every shipment.
Packages ordered with Standard shipping can be tracked here.
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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 aren’t mixed with other goods:

Payment & Prices

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How can I pay for the order?

Trezor Shop accepts Google Pay, Apple Pay, debit/credit cards, Bitcoin, and select cryptocurrencies for order payment.
If paying with cryptocurrency, we do not recommend paying straight from an exchange. This can result in an underpayment and your order may fail.
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My credit card payment didn’t go through, what should I do?

If you're having trouble completing your payment or your purchase was declined, it could be an issue with your bank or credit card. There are a few steps you can try to fix the problem.
The cookies stored by your browser could be a problem. Try one of the following fixes:
  • Clear your browser's cache
  • Try using an incognito window to pay for your order
  • Try a different browser.

If that doesn't work, your card may be declined because it can't process transactions without first notifying your bank or credit card company. If your card keeps getting declined, please contact your bank to check if this is the issue or if there’s something else causing your payment to fail.
Alternatively, you can pay by cryptocurrency. You can use Bitcoin, Bitcoin Lightning, Ethereum or Litecoin via Confirmo. You can also try one of our official resellers or our official Amazon Store.
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Issues with crypto payment?

You can pay with Bitcoin, Bitcoin Lightning, Ethereum, or Litecoin.
If you completed and paid for your order with cryptocurrency and it was canceled, one of these may have happened:

Insufficient amount

The wallet or service you used to send payment deducted fees from the final amount, so the total wasn't paid. This often happens when paying from an exchange.Contact Trezor support via our chatbot Hal to request a refund.

Overpaid amount

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.

Unconfirmed transaction

If you set a low transaction fee for crypto transactions, your transaction may take longer to confirm and might not arrive in time. If your payment doesn’t confirm, increase the fee or place a new order.
When paying for your order with crypto, you can create a temporary wallet online and move your Bitcoin from an exchange into your wallet. Once you’ve done that, you should be able to pay instantly—no worry about an underpaid or outdated payment.
Once you complete a payment on the Confirmo payment gateway, bookmark that page—it lets you check your payment status later.
If you have your Confirmo crypto payment URL, you can request a refund yourself using the same link you used to pay. The link starts with https://confirmo.net/public/invoice. After clicking the Request refund button, just enter your preferred refund address. If you don’t have the payment URL, reach out to Trezor support via our chatbot Hal and we’ll help you further.
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Will I have to pay customs fees?

The price you pay at checkout on the Trezor e-shop does not include tax or 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’d like to learn more about our position regarding foreign governmental bodies, see section 5.10 of the Trezor Eshop Terms of Use.
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Can I get a discount?

We are not running any official long-term promotional campaigns right now. We’ll always announce these on our social media or newsletter, and you can sign up here.
Follow the channels below to stay updated on news and get early access to discounts.
Social media: Trezor on Twitter, Trezor subreddit

Order issues

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How can I modify or cancel my order?

As stated in Trezor Terms of Use - How to place your order, section 3.4: you are solely responsible for any information you provide during the order process, including but not limited to email address, shipping address, amount, and product specifications.
If you need immediate help, contact Trezor Support via our chatbot Hal. You can only make changes to your order as long as it hasn't been dispatched yet.
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Why has my order been canceled?

You most likely created multiple orders at about the same time and paid for one, but left the others unpaid. Your paid order will be shipped, but you may get cancellation notices for the other order(s). All unpaid orders are automatically canceled after 4 days. Check the order ID to see which order was canceled. If there’s another issue, please contact Trezor Support through our chatbot Hal.
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How can I track my package?

A tracking ID is assigned to your order once your order status is “shipped”.
Orders that are paid for are processed within 48 hours on business days, unless otherwise stated at checkout.
Once your order ships, you’ll get a notification from [email protected] with your tracking ID.
Packages sent via UPS can be tracked here, and those sent by Economy shipping can be tracked here while in the country of origin, then on your local postal service’s website.
Orders to the USA and UK can be tracked on your local postal service website.
If you didn't get your tracking number, check your junk or spam folder—it can end up there.
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My package is stuck or lost, what should I do?

We never postpone shipping without letting you know first. If there's a delay before your package ships, it could be from missing shipping information. In that case, our Customer Support team will reach out for the details.
International shipments are processed by customs on arrival. Most delays happen here. Tracking will only show in your local postal system after customs release. This step can sometimes delay items by several weeks.
In rare cases, if you use standard shipping, your package may be lost in transit. These are handled as a lost package and go through an investigation process. Contact Trezor support via our chatbot Hal. if you think your package is lost.
An investigation into a lost package may be started if your order meets one of the following criteria:
  • The package does not leave the country of origin within ten days
  • The package does not appear in the destination country's tracking service within 21 days
  • No status update for 21 days
Please contact Trezor Support via our chatbot Hal if you think your package is lost.
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What should I do if I received an incorrect, faulty, or damaged item?

Please contact Trezor support via our chatbot Hal if you received an incorrect, faulty, or damaged item.
Please include your invoice and photos if the product is damaged. If the product is faulty, attaching a short video also helps speed up the RMA process.
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Why is my box different from what’s shown on the website? How can I check if the product was tampered with?

There have been some changes to the packaging over the years, so your package might be from an older design. You can check the packaging timeline for Trezor Model T and Trezor Model One.
In addition to checking the packaging’s integrity, we have extra security measures to help verify your Trezor device:
  • All Trezor devices are distributed without firmware installed – It will be installed during initial setup. The setup process will check if firmware is already installed on the device. If firmware is detected, then the device should not be used.
  • The bootloader checks the firmware signature every time you connect your Trezor to a computer. The Trezor Suite app will only approve the device if the installed firmware is properly signed by SatoshiLabs. If unofficial firmware is installed, your device will show a warning icon when connected to a computer.
  • You'll need to generate a recovery seed during Trezor setup. This seed is unique, ensuring only you have access to your private keys.

Warranty & RMA

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Can I return my order after it has been delivered?

Yes, most Trezor products are eligible for refunds as long as they are returned in the condition they were sold—meaning unopened, undamaged, and unused.
For more information about how to return an item and when a return isn’t possible, check the terms of our refund policy in section 7 of our Trezor Eshop Terms of Use.
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My product stopped working correctly—can I get a replacement or a refund?

If you think there’s an issue with your Trezor device, please contact Trezor support through our chatbot Hal. We’ll do our best to help resolve your issue.
If we can't help you, you'll need to ship the product back to us and start the RMA process. Don't worry, we'll give you all the needed information when you contact us.
Please make sure your product is still under warranty (see the next question).
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I got my Trezor from a reseller and it stopped working, can you replace it?

We can only process RMA requests for purchases made through our eshop - trezor.io. Please contact the seller you purchased your device from for compensation. Warranty conditions can differ based on your country and the reseller's policy.

Product Information

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Where can I find more information and support?

The Trezor Help Center is our official support resource, 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 you can resolve the issue more easily on your own:
Trezor Forum: Find support agent answers to other users' issues or post your own question.
Trezor Blog: Important announcements, updates, and news are posted on our blog regularly.
Social media: Trezor on Twitter, Trezor subreddit
Like Trezor? Get one here!
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Where can I find the serial number for my Trezor device? Can you verify if my device’s serial number is genuine?

As a security measure, Trezor devices do not have serial numbers. The serial number on your Trezor’s box is only for the packaging and is used to identify specific batches in case of packaging errors.
Not sure if your device is genuine?
If you're worried your Trezor is not genuine, check out this blog article to find out how to spot the difference between an original and a fake Trezor.
You can also check the Trezor packaging timeline for your device—Trezor Model One or Trezor Model T. You might have received an older version of the packaging.
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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, we suggest you check out this great blog article about where your coins are stored.
Your coins are always associated with a set of keys: your private and public key.
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So what happens if SatoshiLabs goes out of business?

There are no such plans because we love cryptocurrencies. But even if we closed down, there's no need to worry. Trezor works with other BIP32, BIP39, and BIP44 compatible wallets. In an emergency (though not recommended), you can use the seed to recover your funds in a hot wallet. If Trezor shuts down, your crypto and private/public keys remain secure.
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Supported coins

Trezor supports hundreds of coins and tokens, including Bitcoin, Monero, Litecoin, Dash, Zcash, Bitcoin Cash, Bitcoin Gold, Ethereum (plus all ERC20 tokens), and Ethereum Classic. For the full list of supported cryptocurrencies, see trezor.io/coins.
  • In the list, you can also see which Trezor model supports each cryptocurrency, since some coins can't be used in the Trezor Suite app but are supported through third-party apps with your Trezor.