HAVE A GENERAL QUESTION?
You will find answers to frequently asked questions below. Cant find the answer you are looking for? Email our sales.
We guarantee to answer sales enquiries within 24hrs, normally in a matter of hours.
Coinsafe Australia ABN 37 621 619 047, is a Australian Company based in Brisbane, Queensland. We are the chosen ‘Authorised’ Australian and New Zealand partner, and reseller of genuine TREZOR products. Coinsafe Australia is your trusted sales support partner of TREZOR.
We accept the following payment methods: PayPal, BitPay and Bank Transfer. All prices are displayed in ‘Australian Dollars’.
Coinsafe Australia will ‘never’ request payments for BTC, LTC, ETH or any other cryptocurrency.
Payments made by Bank Transfer will not ship until payment clears our account.
Payments made via BitPay will be shipped after 6 successful blockchain confirmations..
Want to pay with Litecoin or Ethereum email our sales team.
Our Bank Details, are as following details:
SUNCORP METWAY LIMITED
ACC Name: Coinsafe Australia
BSB: 484 799
ACC Number: 167 644 990
Payment Reference: (Your Order Number)
You order number is found at the top left hand side of your order confirmation email.
Coinsafe Australia partners with Australia Post and StarShipIT. Australian domestic orders are shipped *FREE of charge Express Post. Our eParcel agreement includes full tracking, signature on delivery, and insurance.
We offer guarantee same-day-processing for orders placed before 2PM EST, unless on backorder.
Delivery times for Australia are as follows;
Require your order to be delivered on a particular day, or time of the week, or to be left in a special place? Ensure you contact us first, as this is not included within our FREE EXPRESS postal service.
EXPRESS NEXT BUSINESS DAY SATURDAY delivery delivery and SAME DAY METRO to METRO coming soon…
*Please note we only ship it FREE once. Failed deliveries may also incur a return to sender change.
Delivery times for New Zealand are as follows;
Standard International New Zealand : 5-8 business days $15.10
Express International New Zealand : 2-4 business days $23.95
Contact us immediately if your order has not arrived 2 days outside of the above quoted delivery times.
In the event our product is Defective on Arrival (DOA), we will arrange a new unit to be shipped. We will need to first deem the original device faulty.
Change of mind returns will only be accepted if the item is in its original packaging and the security seal has not been tampered with. To organise a return, simply contact us within 7 days of receiving your item and wait for us to provide further instructions. We recommend not opening the original packaging. Please note, a 10% admin fee will apply. This covers our shipping costs. You also accept responsibility for ensuring the return of your order safely to our business at your own expense.
We do not accept returns, nor do we accept the cancellation of a paid order that is of preorder or backorder terms, unless the device is faulty.
Not limited to the above we reserve the right to deduct a %10 administrative fee relating to any refund. Further, should you choose a refund method that involves bank processing fees, these too will be deducted from your original payment.
More information about your rights as a consumer, is available at the Australian Consumer Law website www.consumerlaw.gov.au
HAVE A TECHNICAL QUESTION?
You will find answers to frequent asked questions below. We will acknowledge Technical Support and Product support questions with 48 hrs. We take email support seriously, however we cannot be expected to solve everyones problems immediately. Technical support requests must be submitted by email.
1. Be nice.
Please take a deep breath before contacting us. We understand the crypto world can be really stressful. Its absolutely understandable that you can lose your temper if you cannot access your funds, but please stay civil. Being rude is not acceptable and will not help. It may distract us from assisting you the best we can.
2. Use basic techniques of troubleshooting.
Trying to replicate the issue in different browsers or different operating systems. We may start with those basic questions. This way you are a step ahead of us.
4. Be specific and provide as many details as you can when you complete our Technical Assistance form.
Include what OS and browser type you are working with. Bullet point the steps you took before reaching your problem and sum up all the things you have tried. This will avoid us asking you those same questions.
5. Dont submit multiple emails and try and contact us on FB and Twitter too.
Submitting multiple tickets will not get our immediate attention.
6. Ask the community.
Your issues are probably not unique. There is a good chance that someone already had the same problem, shared it and already found a solution! Use search in TREZOR subreddit before starting a new thread.
We strongly advise you read the manual in full before you receive your TREZOR to familiarise yourself with its correct operation.
TREZOR’s offical Technical and FAQ troubleshooter is an interactive tool where you can learn how to find and fix common issues.
There is also the troubleshooting guide here.
At this point you may be surprised to find you have resolved your problem yourself.
If you still cannot resolve your issue take a deep breath and email Coinsafe Australia.