Frequently asked questions

I have an issue with my device or I don't know how to use it or I want to buy Crypto:

Firstly, we are not a Crypto currency store, as such we do not Buy, Sell or trade in Crypto Currency, if you are looking to buy any Crypto assets, search for Crypto exchanges online to find the ones active in your country. 


If you purchased a Trezor wallet, check Trezor support section: https://trezor.io/support/ if nothing helps, you can open a ticket with Trezor and they will assist you.


If you purchased a Ledger Wallet, and it is not synching or seems disconnected, first try to use a different USB cable and shorter one, if this does not help or the issue is different, check Ledger Wallet support here: https://ledger.zendesk.com/hc/en-us


For Ledger MCU update issues check this article bullet 6


Alternatively you can contact us to guide you for support.

General Questions:

1-Are your KeepKey™, Ledger™ or Trezor™ Wallets genuine? 

Each device we sell is sourced directly from its respective manufacturer in Europe or the US as we are their official resellers. 

We sell and ship directly from Montreal Canada and all our items are factory sealed.


You can find us in the list of resellers here:

Trezor: https://trezor.io/resellers/

KeepKey: https://www.keepkey.com/resellers/

Ledger: https://www.ledgerwallet.com/retailers


2-What cryptos are supported?

Ledger, KeepKey and Trezor support a wide range of Cryptos, every month more and more Cryptos and Altcoins are supported. 

Check the manufacturer site for further details.Bitcoin, Bitcoin Cash, Etherum, Litecoin and all Etherum based ECR20 coins are supported as much as others

For Trezor, check here for the supported coins.


3-Can I order a Hardware Wallet device, test it and return it?

Unfortunately not, for security reasons, Crypto wallets need to be tamper proof until they reach the customer, for this wrappings and/or seals should not be removed as the device will lose one of its core values, which is security.Standard return policies apply for returning packages sealed, unwrapped.


4-I am not able to use my device, don't know what to do?

Even-though Crypto wallets are straight forward to use, they might be challenging to some, please check the manufacturer site for FAQs, tutorial videos, blogs and know hows.


5-Are Hardware wallets secure?

Using hardware wallets is known to be the most secure way to store your Cryptos.

Please read here about Trezor security: http://doc.satoshilabs.com/trezor-faq/threats.html


and here about Ledger:


https://www.ledger.fr/hardware-wallets/ 


The only way to steal your coins is to know in advance the 24 words seed read here if interested:


https://www.ledger.fr/2018/01/12/scam-second-hand-ledger-device/


6-I saw an unboxing video and the prints are different, or the package I received have a different design?


Ledger and Trezor had package design refreshes and updates last year, and you might see in pictures or videos the older package designs, check the manufacturer websites for further info:


https://blog.trezor.io/trezor-packaging-refresh-9db3ecbee4e6


https://support.ledgerwallet.com/hc/en-us/articles/115005211225-Tamper-proof-seal


or contact us if you need more info.


7-  Without a seal, how to know my Ledger Nano S is not tampered with?


A Ledger Nano wallet will perform an internal check at initialization and will send a unique batch key generated hash code to Ledger when using the Ledger Manager application to check for the device authenticity and integrity, as such it is virtually impossible if not totally impossible (costs and time will be huge to achieve such a feat-in trillions of $$) to have a tampered/non genuine device work with the Ledger manager application. for more details check this link from Ledger: https://support.ledgerwallet.com/hc/en-us/articles/115005165009 

Shipping and Returns

1-Where is my package?

You can track your package using the tracking number provided upon shipment notification/on your order page, in some cases Canada Post mentions the package delivered while you might have not received it, this is due to the fact that Canada Post delivered it to your community Mailbox or Building parcel compartment, please check Canada Post FAQ for more details or contact us to assist.

2-I gave an incorrect address, what should I do?

Canada Post will try to remedy the situation if part of the address is correct, this will incur some delays on the delivery, in the event that a package cannot be delivered, Canada post will send it back to us at extra shipping costs, as such, in the event that a package is returned due to address error a refund will be generated minus S&H costs.


--> If a Unit/apartment/suite number is missing in an apartment building, Canada Post will not attempt to deliver and will return the package to us.


3-My shipment is damaged

Please contact us ASAP through the order page, add photos in order to assess and provide further instructions. All our shipments are insured.


Please check the shipping section also in the top menu


Payment methods and Payment issues

Credit Cards: 

We do accept all Major credit and debit cards as payment methods. Please make sure that you enter you billing address correctly when paying for your order, if you recently moved, your card issuer won't know it unless you notify them, thus you have to use your old address as billing address.


Debit Cards:

We do accept also Visa and MasterCard compliant debit cards as payment, please note that if your debit card payment fails due to incorrect address, the bank will reserve the order amount for up to several business days, and it will show on your balance that the funds were transferred, this is normal and out of our control as payment gateways first check if there is enough balance and reserve it before confirming a transaction. While unlocking this balance requires a manual process it seems from banks.


PayPal:

We accept Paypal also and we ship only to the Paypal provided address due to Paypal protection policy.


Crypto:

Due to increasing banking and regulatory restrictions, Crypto currencies are not accepted until further notice, we will be first to announce when we will be accepting crypto


Anti Fraud:

As an anti fraud measure, we might require additional ID proofs and documents for orders over 500 CAD, or any order where the shipping address is different than the billing address.


For any other questions or further inquiries, do not hesitate to contact us.