HAVE A GENERAL QUESTION?
You will find answers to frequently asked questions below. Cant find the answer you are looking for? Email our sales team.
We guarantee to answer all 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.
Coinsafe Australia is located in the Abian Building 140 Alice Street, Brisbane CBD, Queensland 4000, Australia. For sales enquiries contact [email protected].
We accept the following payment methods: POLi, PayPal, BitPay, PayWithEther and Bank Transfer for International orders. All prices are displayed in ‘Australian Dollars’.
Payments made by Bank Transfer will not ship until payment has cleared our account.
Payments made via BitPay will ship after 6 successful blockchain confirmations.
Payments made via PayWithEther will ship after 5 successful blockchain confirmations.
Email our sales team if you wish to pay with Litecoin.
Our Bank Details are as follows:
SUNCORP METWAY LIMITED
ACC Name: Coinsafe Australia
BSB: 484 799
ACC Number: 167 644 990
You order number is found at the top left hand side of your order confirmation email.
Coinsafe Australia will ‘never’ request unsolicited payments of BTC, LTC, ETH or any other cryptocurrency.
Coinsafe Australia partners with Australia Post, DHL and StarShipIT.
Australian domestic orders are shipped FREE Express post including full tracking and signature on delivery.
International orders are shipped DHL Express and include full tracking and signature on delivery.
We offer guarantee same-day-shipping for orders placed before 4PM AEST, unless on backorder. Your order may still ship the same-day if placed before 5PM AEST.
Delivery times for Australia are as follows;
Please note we only ship it FREE once. Failed deliveries will incur a return to sender change.
Delivery times for New Zealand are as follows;
Major Metro Cites : Overnight or Next Business Day: $23.95
All other areas: 1-2 business days $23.95
Delivery times for Southeast Asia and Pacific Oceania are as follows;
2 – 4 Business Days $31.72
International Shipping Customs Law varies from country to country. You are always liable for any import duties and taxes which your local customs authority may impose. We do not take responsibility for any charges and are unable to reimburse any costs incurred in relation to local matters and do not accept responsibility for delays as a result, regardless of the circumstances. For information about customs policies that ‘may’ apply in your country always contact your local customs office.
Require your order to be delivered on a particular day, time of the week, or to be left in a special place? Ensure you contact us first because this is not included in our shipping agreements.
Contact us immediately if your order has not arrived 1-2 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.
Once a desired sequence is locked into the Cryptosteel unit, it essentially gains the status of offline permanence, featuring resistance to physical damage, including fire, flooding, corrosive conditions and impact from accidents.