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.
The Offices of Coinsafe Australia are located in the Mary Lane Building, Brisbane CBD, Queensland 4000, Australia. For sales enquiries contact [email protected].
We accept the following payment methods: Credit & Debit card, POLi, PayPal, Bitcoin, Litecoin and Ethereum via Coinbase Commerce and Bank Transfer. All prices are displayed in ‘Australian Dollars’.
Payments made by Bank Transfer will not ship until payment has cleared our account.
Our Bank Details are as follows:
SUNCORP METWAY LIMITED
ACC Name: Coinsafe Australia
BSB: 484 799
ACC Number: 167 644 990
Your order number is located at the top left hand side of your order confirmation.
Coinsafe Australia will ‘never’ request unsolicited payments of BTC, LTC, ETH or any other cryptocurrency.
Coinsafe Australia partners with Australia Post and StarShipIT.
Australian domestic orders are shipped FREE Express post including full tracking and signature on delivery.
International orders are shipped via Australia Post and delivered by your local post facilities. We include full tracking and signature on delivery with insurance.
We guarantee same-day-shipping for orders placed before 4 PM AEST. Your order may still ship the same-day if placed before 4:45 PM AEST.
Due to CoVid-19 and Australia Post Operational changes same-day-shipping now applies to paid orders placed before 2:30 PM AEST.
Delivery times for Australia are as follows;
EXPRESS Post – Next Business Day: Suburbs within the Australia Post National Network. 1 business day.
EXPRESS Post: Suburbs outside the Australian Post National Network. 2-4 business days.
Please note we only ship it FREE once. Failed deliveries will incur a return to sender change including a reshipping fee.
Delivery times for New Zealand are as follows;
Major Metro Cites : 1-2 Business days.
All other areas: 2-4 business days.
Delivery times for Southeast Asia and Pacific Oceania are as follows;
2 – 4 business days.
Delivery times for Asia and rest of World;
3 – 5 business days.
International shipping customs Laws 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. Further, should you choose a refund method that involves bank processing fees, these too will be deducted from your original payment.
We do not accept returns, nor do we accept the cancellation of a paid order that is on preorder or backorder terms.
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 using our ‘Ask Coinsafe a Question’ Technical Support form .
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.
Supporting More Coins and Tokens everyday.
TREZOR One currently supports
Bitcoin, Bitcoin Cash, Bitcoin Gold, Bitcoin Private, Binance, Chainlink, Dash, Dodgecoin, Decred, Ethereum, Ethereum Classic, Expanse, ENJIN, Fujicoin, Golum, Groestl, Komodo, HoloChain, Icon, Litecoin, Lisk, Mona, MakerDAO, Nem, OmiseGO, PowerLedger, Qtum, Ravencoin, Salt, Storj, Stellar, Synthetix, Theta, TenX, Wax, Vertcoin, Ubiq, Zcash, Zencash, Zcoin, Zilliqa, and Bitcoin Testnet.
In addition 500+ ERC-20 tokens can all be secured with Trezor One.
TREZOR Model T currently supports
Bitcoin, Bitcoin Cash, Bitcoin Gold, Bitcoin Private, Binance, Cardano, Chainlink, Dash, Dodgecoin, Decred, Ethereum, Ethereum Classic, EOS, Expanse, ENJIN, Fujicoin, Golum, Groestl, Komodo, HoloChain, Icon, Litecoin, Lisk, Mona, Monero, MakerDAO, Nem, OmiseGO, PowerLedger, Qtum, Ripple, Ravencoin, Salt, Storj, Stellar, Synthetix, Theta, TenX, Tezos, Wax, Vertcoin, Ubiq, Zcash, Zencash, Zcoin, Zilliqa, and Bitcoin Testnet.
Coming Soon Ontology and more.
In addition 500+ ERC-20 tokens can all be secured with Trezor Model T.
To check if a token is type ERC-20 search etherscan.io and enter the name or symbol of the token.
Unsure ? check with our support team
Our carefully selected learning resources are designed to help you get up and running and understand what you are doing, and are available on our Support Page. The Trezor product user manual can also be read online. It is available here.
We strongly advise you review our learning resources and read the manual in full before you receive and start using your TREZOR. This will help familiarise yourself with its correct operation.
Start by reviewing our carefully selected learning resources on our Support Page.
Next use the Trezor Interactive Troubleshooter. This is an interactive tool where you can learn how to find and fix common problems.
There is also the offical 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 contact us via our Ask Coinsafe A Question Form at the bottom of this page. Be sure to choose the ‘Technical Support’ option.
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.