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
If you want to use your device for two factor authentication check the manual.
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:
Ledger: Ledger's reseller list is outdated as the company is changing its reseller program and restructuring, expect to see us in the new list in March 2018.
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
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:
The only way to steal your coins is to know in advance the 24 words seed read here if interested:
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:
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
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