Shipping policy

You’ meaning the customer, the buyer, the purchasing party agree and accept ‘our’ (meaning Trezor Australia, trading as Coinsafe Australia) terms and conditions of sale herewith-in;

Trezor 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 for fast and reliable shipping.  Insurance is optional.  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.

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. 

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. 

Failed deliveries that are not the fault of Trezor 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.

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). Although this adds extra expense for us, it 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.

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 can initiate an Australia Post enquiry. If Australia Post concludes that the delivery was LIT, we will either send a replacement or, at our discretion, offer a full refund where you have purchased you shipment is insured.

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.