Trezor . Security Made Easy.
Enjoy complete autonomy and independence with Trezor Suite.
General Questions
Learn About Trezor Australia & Coinsafe Australia
Who Are We ? Trezor Australia.
Trezor Australia, trading as Coinsafe Australia ABN 37 621 619 047, is an Australian business based in Brisbane, Queensland. We are proud to be the official strategic partner and reseller of SatoshiLabs Group Trezor for Australia and New Zealand. Coinsafe Australia is your trusted sales and support partner for all your Trezor Wallet, Cryptosteel, and Cryptotag needs. Look for Trezor Australia under 'Authorised Resellers', on the official Trezor.io website.
Where is Our Office ?
The office of Coinsafe Australia is located at 8 Adelaide Street, Brisbane City, Queensland 4000, Australia.
Do We Have a Retail Location ?
No, we operate entirely as an online business, and the offices of Australia Australia at 300 George Street, Brisbane City, Queensland 4000, Australia, are not open to the public on a walk in basis.
How to Get Phone Sales Support ?
We do not offer phone support, but we're more than happy to help you with any pre-sales and after-sales questions via email.
How Can I Verify the Authenticity of My Purchase ?
We only offer authentic, brand-new products. Trezor hardware wallets feature specialised hardware and software, ensuring you can trust the authenticity of your purchase. Any counterfeit cards will be quickly identified as soon as they interact with the Trezor Suite app.
If you have concerns about your purchase, refer to the manufacturer's check authenticity resource to verify the integrity of all Trezor devices we sell. All questions regarding any perceived variations must be directed to SatoshiLabs GroupTrezor by emailing support@trezor.io or visitingsupport@trezor.iowhich includes details on packaging changes, box contents, and sticker information. These resources can help you verify that your purchase is genuine.
What Are the Accepted Payment Methods ?
What Are the Accepted Payment Methods ?Coinsafe Australia accepts the following payment methods:- PayPal- VISA (credit and debit cards)- MasterCard- Amex- Bank TransferBank transfer payments will not ship until the payment has cleared our account.
I want to pay with crypto:
Crypto payments are currently not available while we change providers. Trezor Australia will never request unsolicited payments in BTC, LTC, ETH, or any other currency.
How Long Do You Keep My Purchase Records ?
We take your personal information (PI) seriously.Per our terms of sale, you are entirely responsible for keeping all records related to your purchase, including but not limited to your order confirmation email and tax invoice. To protect your personal information (PI), we retain customer PI for a minimum of 30 days, after which it may be purged from our systems.
A fee will be charged for amendments to issued tax invoices, including lost tax invoices, once they have been purged from our systems. This fee is imposed by our secure documents provider, and all time frames are set by them. Please consider searching your email account for any emails fromorders@trezoraustralia.com.au.
The email account used to place your order will have received a payment confirmation email to be used as your ATO compliant Tax Invoice at checkout. Note that all aforementioned emails are auto-generated and not sent like traditional emails, so we cannot search our outbox to retrieve them.
If we need to amend or re-issue tax invoices that have been purged from our systems, the following fees will apply. These fees cover our costs for retrieving archived data and bringing it back online.
Time frames are determined by our provider:
$14.95 - Normal Priority (3-5 business days)
$24.95 - Urgent Priority (same business day, excluding weekends and public holidays)
How Can I Remove My Personal Information ?
You can request the removal of your personal information by sending us a polite email with the subject “Request to Remove My Personal Information.”
At Trezor Australia, we regularly purge all customer personal information. We do not share data with any of our manufacturers, but if you purchased something directly from them, you will need to request removal from them as well. Each company sets its own data retention policies in accordance with their local governing bodies.
Our Signature Device
EAL6+ in Trezor Safe 3
Made with care and unconditionally loved by our customers, this signature bestseller exceeds all expectations.
Shipping Questions
Have a shipping related question ?
Who Are Our Shipping Providers ?
Australia Wallet Australia partners with Australia Post and StarShipIT.
All domestic Australian orders are shipped using a premium eParcel business service, express post with signature on delivery, and insurance for fast and reliable shipping. At checkout, you will be informed whether the shipping is Next-Business-Day or Express Post.
Generally, most postcodes receive next-business-day delivery, while parts of WA and NT may take 2-4 days for express post.
International orders use the same service and are delivered by your local postal services. Express post to New Zealand takes approximately 7-11 business days.
We provide full tracking and status email notifications for all orders. All orders are securely packaged in tamper-proof padded mailers for your peace of mind.
What Is Our Same-Day Shipping Policy ?
Our same-day shipping guarantee applies to paid and approved orders placed before 3 PM AEST from Monday to Friday, excluding public holidays. In some cases, we may need to verify high-value or suspicious orders. If this unlikely scenario occurs, we will promptly reach out via email with our simple process.
What Order Update Emails Should I Expect ?
After placing an order, you will receive an 'order confirmation email' followed by an 'order completion email sent from orders@Australiaaustralia.com.au.
If your order was placed before our same-day shipping cut-off time, you can expect to receive your consignment tracking shortly after, typically before 3 pm AEST.
Additionally, we will send two more emails to your designated email address:
1. When your consignment is onboard for delivery that day.
2. When your consignment has been delivered.These emails, along with your tracking information, are sent from noreply@trezoraustralia.com.au.
If you miss an email, please check your email client's junk or spam folders and consider searching for emails from the above addresses.
If you haven't received your order completion email by the end of the business day, please get in touch. Be sure to include your order number.
What to Know About Our Shipping Terms ?
While we offer automatic address correction services using Google APIs, you as the customer are entirely responsible for providing accurate and complete shipping details. If no one is available to receive your eParcel, it will be redirected to your local post office (LPO) for collection. You must collect it within 7 business days, and a photo ID will be required. If you suspect a failed delivery, you must contact our team within 1-2 business days. Please be aware that we only offer one free shipping attempt. Please note we only ship it free once.
How Do We Handle Failed Deliveries ?
Failed deliveries that are not the fault of Australia Australia or Australia Post will be returned to our office. If your parcel is marked "Return to Sender" (RTS) by Australia Post and we cannot contact you, your purchase will be automatically refunded, minus our combined shipping and payment processing charges. Although it's not something we prefer to do, we reserve the right to charge an administrative fee of 5% of the value of your order in such cases.
Can I Opt for Authority to Leave ?
No, we do not offer the option for safe drop or authority to leave on any of our shipments. All our parcels ship with signature-on-delivery (SOD). Insurance against loss is optional. This enhances security for both you and us, providing the best delivery experience and peace of mind. If no one is available to receive your delivery, you will be notified with a card, and your item will be redirected to your local Australia Post office (LPO) for collection.
How Do I Address a Delivery Issue ?
If you suspect a failed or delayed delivery, please notify our team within 72 hours after the expected delivery date. Keep in mind that most of our deliveries arrive the next business day.
If you believe your order may be lost in transit (LIT), let our team know so we help you with opening Australia Post enquiry. If Australia Post concludes that the delivery is LIT, we will either send a replacement or, at our discretion, offer a full refund.
How We Handle Unclaimed Mail ?
You are entirely responsible for collecting any mail redirected to your local Australia Post office (LPO). Unclaimed mail will be returned to the sender (RTS) according to Australia Post guidelines, usually within 7-10 business days. Unclaimed mail will not be reposted until payment for incurred shipping costs is received.
Although it's not something we prefer to do, we reserve the right to refund your order minus our incurred shipping and payment processing costs for mail that is returned to our office.
Delivery Questions
Have a Delivery Related Question ?
How Long Does Domestic Delivery Take ?
You can find more information about domestic delivery times by using the Australia Post delivery times calculator for your specific state and suburb. In the "from" field, enter 4000. All delivery times are determined by Australia Post. Approximate delivery times are as follows. Contact us immediately if your order has not arrived within 1-2 days beyond the the quoted delivery times.
Australia Wide Next Business Day: 1 business day.
Australia Wide Express: 2-3 business days.
WA and NT Express: 3-5 business days.
Most postcodes generally receive delivery the next business day. Some parts of WA and NT may take 2-4 days for Express Post.
How Fast Is Delivery to New Zealand ?
International orders are shipped through Australia Post and delivered by your local postal services. We provide full tracking, signature on delivery, and insurance for your shipment. Approximate delivery times are as follows
New Zealand: 7-11 business days.
Are there Import Duties and Taxes in New Zealand ?
International shipping customs laws vary from country to country. You are responsible for any import duties and taxes that your local customs authority may impose. We cannot take responsibility for any charges and are unable to reimburse any costs incurred due to local customs issues. Additionally, we do not accept responsibility for any delays that may occur as a result, regardless of the circumstances. For information about customs policies that may apply in your country, please contact your local customs office.
Returns & Refunds
Need Help with Returns and or Refunds ?
What If I Change My Mind ?
Change-of-mind returns are only accepted if the item remains in its original packaging and the manufacturer security seal(s) are intact. To initiate a return, simply contact us within 7 days of receiving your purchase and follow the instructions. We advise against opening our shipping packaging.
Please note that a 5% administrative fee may apply. Our shipping and payment processing costs will be deducted from your original purchase amount. If you choose a refund method that incurs bank processing fees, those will also be deducted from your original payment.
For more information about your rights as a consumer, visit the Australian Consumer Law website at www.consumerlaw.gov.au
How to Organise a Return ?
To initiate a return, simply contact us within 7 days of receiving your purchase and follow our instructions.
More information about your rights as a consumer, is available at the Australian Consumer Law website www.consumerlaw.gov.au
Can I Cancel a Backorder ?
We do not accept returns or cancellations of paid orders placed under preorder or backorder terms once your cooling-off period has lapsed, unless we are late in delivering based on those terms. More information about your rights as a consumer, is available at the Australian Consumer Law website www.consumerlaw.gov.au
How We Handle Faulty Products ?
In the very unlikely event our product is Defective on Arrival (DOA), we will arrange a replacement item. We will first need to deem the original item faulty per our normal process. More information about your rights as a consumer, is available at the Australian Consumer Law website www.consumerlaw.gov.au
What Are Our Product Warranty Periods ?
All warranty periods begin on the date of the original purchase. This warranty is non-transferable and can only be enforced by the original purchaser. Any product not purchased new from us is explicitly excluded from this warranty.
Warranty periods are as follows;
Trezor Device : 2 years
Cryptosteel Capsule : Life Time
Cryptotag Zeus : Life Time
More information about your rights as a consumer, is available at the Australian Consumer Law website www.consumerlaw.gov.au
Other Questions
Questions from valued customers
Which Traditional Exchanges we do recommend ?
Many of us have had positive experiences with btcmarkets.net and coinspot.com.au, both of which are based in Australia. Independent Reserve is another reputable option. We recommend these Australian exchanges because they offer a good selection of respectable coins and tokens with reasonable buying, selling, and deposit fees. Additionally, they provide local customer support.
We currently do not have any affiliations with either of our recommendations. While we suggest these exchanges, we cannot vouch for the trustworthiness of their operators. Always do your own research (DYOR). Regardless of the operators' intentions, online exchanges are high-profile targets for hackers.
Trezor . Security Made Easy.
Enjoy complete autonomy and independence with Trezor Suite.
Disclaimers
Our standard disclaimer notice
Physical and Mental Disabilities Disclaimer
‘You’ meaning the customer, the buyer, the purchasing party agree and accept ‘our’ (meaning Australia Australia) terms and conditions of sale herewith-in
We do not guarantee that our products will meet your specific individuel needs. We encourage you to do your own research (DYOR). We also cannot guarantee that our products will be "fit for purpose" if you have a pre-existing or develop a physical or mental disability or condition.
How We Handle Your Personal Information (PI) ?
To protect your personal information (PI), we retain customer PI for a minimum of 30 days, after which it may be purged from our systems.
We never share customer PI with SatoshiLabs Group Trezor or any related or unrelated third parties, with one exception. We understand the potential value of our customer database and recognise that we may be a target for cybercriminals and other malicious actors. To address this risk, we frequently remove customer PI from our online business systems.
Estimated Delivery Times Notice
You agree and understand that estimated shipping times are just that—estimates. While we strive to provide accurate shipping times, these are beyond our control. You acknowledge that Trezor Australia trading as Coinsafe Australia and its partners cannot be held responsible for any losses incurred due to shipping delays, which do not constitute grounds for refunds, further discounts, or other monetary compensation.
Additionally, you accept that in extreme circumstances, as defined by us, we may refund any backorder without prior notice.
Backorders Notice
Cooling-Off Period for Backorders and Preorders: You have until 11:59 p.m. on the day you placed your order to request a full refund. After this time, we will not accept cancellations, refund requests, or exchanges under any circumstances. Additionally, you accept that in extreme circumstances, as defined by us, we may refund any backorder without prior notice.
Pricing and Product Information Notice
We take great care to avoid errors in product information and pricing, but mistakes can happen. If such a mistake occurs, we reserve the right to correct it. Occasionally, we may offer special or reduced pricing. Trezor Australia does not guarantee prices and reserves the right to increase, decrease, or revert pricing without notice or limitation.
Our goal is to make our products affordable for as many people as possible. By purchasing Trezor wallet Australia, whether in stock or on backorder, you acknowledge and understand that our pricing may need to change.