HAVE A GENERAL QUESTION?
You will find answers to frequently asked questions below. Cant find the answer you are looking for? Get in contact with us via our ‘ask Coinsafe a question’ form.
We strive to respond to all inquiries within 48 hours, typically addressing them within a matter of hours. At times we acknowledge that meeting our typical response time is not always feasible. You are guaranteed a reply from our team within 72 hrs. We appreciate your patience as we work to address your inquiry.
Coinsafe Australia, ABN 37 621 619 047, is an Australian business located in Brisbane, Queensland. We take pride in being the chosen ‘Authorized’ Australian and New Zealand partner and reseller of authentic SatoshiLabs Trezor, Cryptosteel, and Cryptotag products. Coinsafe Australia serves as your trusted sales and support partner for all your SatoshiLabs, Cryptosteel, and Cryptotag needs.
Authenticity of our products.
We offer authentic and genuine products. Trezor hardware wallets boast specialised hardware and software, ensuring complete confidence in the authenticity of your device. Any counterfeit devices will promptly be identified as soon as they communicate with Trezor Suite.
How to check the Authenticity of our products.
Please utilise Trezor’s online authenticity check resource, which maintains a record of genuine hologram seals and packaging for all models. For any inquiries regarding perceived variations or concerns, please direct your questions to SatoshiLabs Trezor by emailing [email protected]. They will provide you with the necessary assistance and guidance.
Coinsafe Australia accepts the following payment methods.
PayPal, VISA (credit and debit cards), MasterCard, Amex, Bank Transfer and Crypto.
I want to pay with Crypto.
Crypto payments are made via Coinbase Commerce.
All prices are displayed in ‘Australian Dollars’ Aud.
Payments made by Bank Transfer will not ship until payment has cleared our account.
You can learn more about our payment providers using the following links PayPal, Coinbase Commerce.
Coinsafe Australia will ‘never’ request unsolicited payments of BTC, LTC, ETH or any other cryptocurrency.
Coinsafe Australia partners with Australia Post and StarShipit.
We guarantee same-day-shipping for orders placed before 3 pm AEST Monday to Friday excluding public holidays.
All Australian domestic orders ship express post including full tracking and signature on delivery.
In general most postcodes are next business day. Some parts of WA and NT can be 2-4 days for Express post.
You can also use the Australia Post delivery times calculator. Enter 4000 in the From field and your Post Code in the To Field.
International orders are shipped via Australia Post and delivered by your local post facilities. We include full tracking and signature on delivery with insurance.
Delivery times for New Zealand
Major Metro Cites : 7 – 10 business days.
All other areas: 10+ business days.
Delivery times for Southeast Asia and Pacific Oceania
8-10 business days.
Contact us immediately if your order has not arrived 1-2 days outside of the above quoted delivery times.
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.
Free Shipping, please note we only ship it free once. Failed deliveries will incur a return to sender (RTS) change including a re-ship fee.
COVID-19, Australia Post has temporarily suspended its Next Business Day Service Guarantee, due to reduced flights, social distancing measures and increase volumes.
Authority to Leave, our parcels ship with signature-on-delivery (SOD) including insurance for loss. This is an additional expense for our business, however it is both for your security and ours, and we believe it provides the best delivery experience and peace of mind. If someone is not available to receive your delivery you will be ‘carded’ and your item will be redirected to your local Australia Post office (LPO) for collection.
Coinsafe Australia is an online business.
At our sole discretion we may offer a pickup from our office located at 300 George St, Brisbane City QLD 4000 depending on how busy we are and our available resources, including other factors. We do enjoy meeting many of our customers, however this is not always possible.
Should you be a Brisbane local wanting to collect in person;
1. Ensure your order is completed online. Orders paid via credit card are not eligible for collection. Next in the order notes section write ‘Collection Requested’
2. Once you have received your order confirmation, forward this to our team with your preferred time.
3. Where possible we will respond either confirming your time, or replying with another time generally between 10 am and 6 pm.
If your reason for collection is for anonymity you must still complete a order online. You may use a pseudonymous name and choosing Bank Transfer as your payment method. You can then pay cash on pickup. Ensure you bring the correct amount for your order as we do not offer change.
How to collect in person;
Park in the passenger pickup zone located directly in front of the large 300 numbers for 300 George Street, Brisbane City QLD 4000 drop us an email and we will bring your order down curb-side. Outside of 4pm – 7pm you can also pull up on the opposite side of the road.
Many of us have had good experience with btcmarkets.net and coinspot.com.au Both are Australia based. Independent Reserve is another reputable one. We recommend these Australia Exchanges because they provide access to a good range of respectable coins and tokens with acceptable buying, selling and deposit fees. They also have local customer support.
In the event our product is Defective on Arrival (DOA), we will arrange a replacement item. We will first need to deem the original item as faulty.
Change of mind can only be accepted if the item is in its original packaging and the manufacture security seal(s) have not been tampered with. To organise a return, simply contact us within 7 days of receiving your purchase and wait for instructions. We recommend not opening our shipping packaging. Please note, a 10% admin fee ‘may’ apply. The entirety of our shipping costs will be deducted from your original purchase amount. Should you choose a refund method that involves bank processing fees, these too will be deducted from your original payment.
We make no guarantee our products are fit for your needs . You are encouraged to do your own research (‘DYOR)’ or contact our sales team prior to making a purchase which forms part of DYOR.
We do not accept returns, nor do we accept the cancellation of a paid order that is on preorder or backorder terms unless we are late to deliver on such terms.
More information about your rights as a consumer, is available at the Australian Consumer Law website www.consumerlaw.gov.au
The Trezor Bitcoin Hardware Wallet warranty period commences on the date of original purchase and last for one (1) year for business customers and two (2) years for consumers. This warranty is non-transferable and is enforceable only by the original purchaser. Any product that has not been purchased as new from us is expressly excluded from this warranty.
Interested in becoming a reseller? Complete the reseller form below and we will be in touch shortly.
Coinsafe Australia regards customer privacy as an important part of our relationship with our customers. We never share your information with other 3rd parties.
About Coinsafe Australia and your personal information.
We never share customer personal information / your personal data with any Satoshi Labs Trezor, other hardware wallet manufactures, including other related or unrelated 3rd parties with one exception. We have long understood the potential value of our customer database and understand we remain a target not just for cyber criminals but other bad actors! Because of this we adhere to frequent removal of customer personal information from our online business systems.
What data do we keep ?
We keep a small sub-set of customer data for the purpose of warranty claims. This data is keep offline and is not accessible to the internet. We ask our customers to keep their proof of purchase email to help us with warranty claims and to minimise our need to access to this data.
What data do we share ?
Your email address and first name are shared with MailChimp the worlds leading email marketing solution so that we may communicate product security issues or special promotions, including educational articles and tips. This is common practice and our customers can opt out from receiving emails at any time. This will result in your details been removed from our mailing list.
What other precautions have we taken ?
We will not disclose our entire security posture, however all our employees have undergone police back ground checks. Our employees go through social engineering training and we have processes in place when employees leave. Website security updates are installed frequently. These processes protect our business and your personal data. We frequently review the steps we must take to protect our customers our business and our community.
Want to learn all the places your personal data has already been breached ? visit haveibeenpwned.com and enter any of your email addresses. You will probably be surprised. Be respectful of friends, family and colleague emails addresses and only enter your email addresses.
By making a purchase with Trezor Australia you agree and understand the following;
Shipping
Same-day-shipping guarantee applies to ‘paid’ orders placed before 3pm AEST.
You are responsible for correct and complete billing and or shipping details.
We reserve the right to place suspected fraudulent orders on hold, such orders ‘may’ not ship same day.
Delivery issues
Should you reasonably expect a failed or delayed delivery you will notify our team within 72 hrs.
If you suspect your order has been lost in transit (LIT), we will investigate this with AusPost.
At our discretion we may choose to ship a replacement or offer a full refund where an item has been LIT.
Unclaimed mail
You are wholly responsible for collecting any mail redirected to your local Australia Post Office (LPO).
Unclaimed mail will returned to sender (RTS) per Australia Post guidelines.
RTS mail will not be resent until payment for incurred shipping costs are made.
RTS mail remain our legal property and ‘may be’ refunded less any incurred shipping costs.
Faulty Hardware
In the event our product is ‘defective on arrival’ (DOA), we will arrange a replacement to be shipped.
Device Suitability
We make no guarantee our products are fit for your needs . You are encouraged to do your own research (‘DYOR)’ or contact our sales team prior to making a purchase which forms part of DYOR.
Change of mind
Change of mind will only be accepted if your purchase has not been opened.
You are to contact us within 7 days of receiving your item.
Any payment processing fees and shipping costs will be deducted from your original payment.
A 10% admin fee ‘may’ apply.
Physical and mental disabilities notice
We do not guarantee any products we sell are “fit for purpose” where you have a pre-existing or develop a physical or mental disability or condition. If you are unsure about the suitability of our products you should contact our sales team and explain your special needs so that we may provide our opinion.
Backorders
We do not accept returns, nor do we accept the cancellation of any paid order that is on preorder or backorder terms once the cooling-off period has lapsed.
Support
All support is provided free and without warranty.
Import and Duty Taxes
You are liable for import duties and taxes which your local customs authority may impose.
Trezor Australia t/a Coinsafe Australia reserves our right to cancel and refund any paid order without notice and without compensation. Coinsafe Australia is not responsible for any suspected loss of digital assets referred to as cryptocurrency, and or other resulting or assumed financial losses.
HAVE A TECHNICAL QUESTION?
You will find answers to frequently asked questions below. We aim to acknowledge all Technical Support enquiries within 48 hrs. Please note it may take longer on weekends and public holidays.
We take email support seriously. Each request is answered in the order it is received therefore it is not realistic to expect and immediate answer. All questions will be answered and we’ll never ignore you so please be patient – maybe read a book, go for a walk, meditate or enjoy some other corner of life’s little luxuries.
All Technical support requests must be submitted using our ‘Ask Coinsafe a Question’. Choose the 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 troubleshooting techniques.
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.
3. Use the official Trezor support resources before contacting support.
Trezor’s offical support resources are where you can learn how to find and fix common issues.
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.
Submitting multiple tickets will only add to our delay.
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 or Google search your problem.
Supporting more Coins and Tokens everyday.
Trezor One
To name a few : Bitcoin, Ethereum, Litecoin, Binance, 1inch, Aave, Arbitrum, Audio, Avalanche, Axie Infinity, Balancer, Bancor, Binance USD, Bitcoin Cash, Chainlink, CurveDao, Dai, Decentraland, Doge Coin, Enjin Coin, Ethereum Classic, Golem, Holo Chain, Injective, Kava, KuCoin, Kyber Network, Loopring, MakerDao, Matic, OMG Network, Optimism, REN, Render, SETH, Songbird, Stellar, Synthetix Network, TetherUSD, Theta, TrueUSD, Uniswap, USD Coin, Wrapped BTC, Yearn Finance, Zcash, Zilliqa, and Bitcoin Testnet. In addition Ethereum ERC-20 and Binance BEP-20 tokens can all be secured with Trezor One.
Trezor Model T
To name a few : Bitcoin, Ethereum, Litecoin, Cardano, Binance, Solana, 1inch, Aave, Arbitrum, Audio, Avalanche, Axie Infinity, Balancer, Bancor, Binance USD, Bitcoin Cash, Chainlink, CurveDao, Dai, Decentraland, Doge Coin, Enjin Coin, Ethereum Classic, Golem, Holo Chain, Injective, Kava, KuCoin, Kyber Network, Loopring, MakerDao, Matic, Monero, OMG Network, Optimism, REN, Render, Ripple, SETH, Songbird, Stellar, Synthetix Network, TetherUSD, Theta, TrueUSD, Tezos, Uniswap, USD Coin, Wrapped BTC, Yearn Finance, Zcash, Zilliqa, and Bitcoin Testnet. In addition Ethereum ERC-20 and Binance BEP-20 tokens can all be secured with Trezor Model T.
Trezor Safe 3
To name a few : Bitcoin, Ethereum, Litecoin, Cardano, Binance, Solana, 1inch, Aave, Arbitrum, Audio, Avalanche, Axie Infinity, Balancer, Bancor, Binance USD, Bitcoin Cash, Chainlink, CurveDao, Dai, Decentraland, Doge Coin, Enjin Coin, Ethereum Classic, Golem, Holo Chain, Injective, Kava, KuCoin, Kyber Network, Loopring, MakerDao, Matic, Monero, OMG Network, Optimism, REN, Render, Ripple, SETH, Songbird, Stellar, Synthetix Network, TetherUSD, Theta, TrueUSD, Tezos, Uniswap, USD Coin, Wrapped BTC, Yearn Finance, Zcash, Zilliqa, and Bitcoin Testnet. In addition Ethereum ERC-20 and Binance BEP-20 tokens can all be secured with Trezor Safe 3.
To check if a token is type ERC-20 search etherscan.io and enter the name or symbol of the token.
To check if a token is type BEP-20 search bscscan.com 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 guides can also be read online. They are available here.
We strongly advise to view our learning resources and read the user guides before you receive and start using your Trezor. This will help familiarise yourself with its correct operation.
Want to learn more about Crypto in general ?
We strongly suggest checking out Collective Shift knowledge centre. Here you will find all the info you need from beginner to seasoned users.
Looking for some one-on-one help ?
Consider reaching out to Crypto Connect for a tailored learning experience. Please note this service is not provided by Coinsafe Australia.
Start by reviewing our carefully selected learning resources on our Support Page.
Next use the official Trezor support resources.
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.
Hardware wallets like Trezor keep your coins and private keys safe when you are online, but what happens if something happens to your hardware wallet and or recovery seed?
Your 12 or 24 word recovery seed is the ‘master backup’ to all your private keys and to all your crypto. Electronic devices fail and get thrown out by mistake, little bits of paper (recovery cards) that you are recording your seeds on get lost with time or lost to natures elements.
What is Cryptosteel Capsule?
Cryptosteel Capsule has been many years in design and is the successor to the original Cryptosteel Cassette. Like Cassette, it is a Master Backup Solution forged from stainless steel designed to secure recovery seeds and pass-phrases from natures destructive elements and unintended disclosure.
1. It is lighter than Cassette but stronger, and allows you to store more secret information.
2. It’s new stealth design helps protect your secrets from current and next-generation surveillance methods or peeping toms with a camera.
3. Its shockproof, acid-resistant and fireproof up to 1450C.
4. It now supports Shimar backup SLIP39 including BIP32 FIPS PUB 186-4: Digital Signature Standard (DSS), FIPS PUB 197: Advanced Encryption Standard (AES).
5. Its the mother of all backups that is Hacker-proof and designed to survive the unimaginable. Cryptosteel Capsule works with both hard soft wallets.
You can learn more about Cryptosteel here.
We recommend;
1. Know where your recovery seed is at all times.
2. Check it has not been accidentally been misplaced.
3. Make sure the ink is still legible.
4. Do not create multiple copies. (keep it simple).
5. Have a plan to pass on your wealth to your family.
6. Take preventative measures against peeping toms.
7. Test your recovery seed.
Remember, lose your Hard Wallet, lose your Recovery Seed equals losing all your crypto!
How to test my recovery seed?
Be 110% confident your recovery seed works as designed. What happens if you recorded your recovery seed inaccurately ? If you have not tested your recovery seed, you may be setting yourself up for disaster. We at Coinsafe Australia recommend doing this immediately following initialising your Trezor Hard Wallet. If you have not done this, this needs to be at the top of your todo list. A inaccurate or lost recovery seed means total loss of funds. Read the Trezor Wiki below on how to test your recovery seed. It only takes 5 mins. Sleep better knowing your recovery seed has been recorded correctly. Test My Trezor Recovery Seed now.
The beauty of the BIP39 format and the Cryptosteel backup solution is that you only need to store and access the first 4 letters of each word. These 4-letter sequences are unique and will recover the full sentence and thus the entire Trezor wallet.
How to correctly use Cryptosteel Capsule.
For a 24 word ‘recovery seed phrase’ you should and are only required to use the first 4 characters of each word. If you wish to use the full word you will need to build your Trezor with a 12 word recovery seed phrase’.
The following video will help you understand more about Cryptosteel and your recovery seed.
Also note in side the box is a full detailed set of instructions for your use.