Last updated: 1 July 2026
How we ship
Every order leaves in plain, unbranded outer packaging with no mention of crypto, wallets, or BitKeyShop on the label. This is deliberate: a package that announces what's inside is a package worth intercepting.
Processing and delivery
- Processing: orders are packed within 1–2 business days. Orders placed after 2:00 PM ET on Friday go out Monday.
- United States: 3–5 business days standard, 1–2 business days express. Free standard shipping on orders over $99.
- Canada & Mexico: 5–10 business days.
- Europe & United Kingdom: 7–14 business days.
- Rest of world: 10–21 business days, subject to customs.
Tracking is emailed as soon as the label is scanned. We ship to street addresses and, where the carrier allows, to parcel lockers. We do not ship to a handful of jurisdictions subject to US export or sanctions restrictions.
Duties and taxes
International orders may incur import duties, VAT, or customs handling fees on arrival. These are set by your country, not by us, and are the recipient's responsibility. Refused parcels that return to us are refunded less shipping and any carrier charges.
Check the seal on arrival
Inspect the tamper-evident seal before you set up the device. If it is broken, resealed, or the packaging looks altered, do not initialise the wallet. Photograph it and email support@bitkeyshop.com — we will replace the unit at no cost.
Returns
- Hardware, unopened: returnable within 30 days of delivery for a full refund, provided the tamper seal is intact.
- Hardware, opened: for security reasons an initialised wallet cannot be resold, so opened devices are not returnable except under warranty. A device whose seal is broken may already have been exposed to tampering, and we will not put it back into circulation.
- Merchandise: tees and mugs can be returned within 30 days if unworn, unwashed, and undamaged, with tags attached.
How to start a return
Email support@bitkeyshop.com with your order number and the reason. We'll send a return authorisation and address. Return shipping is paid by you unless the item arrived damaged, defective, or incorrect, in which case we cover it and send a prepaid label.
Refunds
Refunds are issued to the original payment method within 5–10 business days of us receiving and inspecting the return. Original shipping charges are refunded only if the return is our error. We do not refund in cryptocurrency, because we do not transact in it.
Damaged, lost, or defective
If a parcel arrives damaged, photograph the box and contents before unpacking further and contact us within 7 days. For parcels marked delivered but not received, we'll open a carrier trace; if it can't be located we'll replace the order. Defective hardware within the two-year warranty is repaired or replaced free of charge.
Warranty claims
Contact support with your order number and a description of the fault. Warranty covers manufacturing defects only, not physical or water damage, unauthorised modification, or — under any circumstance — the loss of digital assets.