Help Center

Can I change the shipping information after I've placed the order?

If you need to change the shipping information for an order that has not been shipped yet,  you can message us on our FB, IG or web chat bot*.  However, modifying the shipping address is impossible if the package has already been...

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Will I have to pay customs fees when receiving my package?

Customs duties and taxes may apply depending on the shipping destination and the type and value of the items being shipped. The customer is responsible for covering any import costs, such as tariffs and taxes. If duties are required by...

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What is the cost of shipping?

After submitting your delivery address, our logistics partner will automatically calculate the shipping cost based on your location and display the amount for your reference.

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Can I cancel my order?

Please message us on our FB, IG or web chat bot* to request an order cancellation.  Once an order is placed, you cannot modify any details, including items or quantities. Please place a new order and return the original one. Note: If an...

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What should I do if my package is damaged?

If your package arrives damaged, kindly submit a request and a photograph of the affected product by messaging on our FB, IG  or web chat bot*. We will assist you with your concerns.   *Located in the lower right corner of...

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Why does my box look different from what's shown on the website？How do I check for tampering?

Please refer to the packaging contents as shown on the official website and ensure that the product you received has an authenticity label and is fully sealed. Although there are numerous websites offering cold wallets, the safest option is to...

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Is there a retailer in my country?

Check the updated list of our retailers here.

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How do I transfer cryptocurrency from an exchange to CoolWallet?

  You can transfer any cryptocurrency supported by the CoolWallet app to your wallet address. To do this, you’ll need to generate a recipient address in the CoolWallet app. Steps: Download and open the CoolWallet app. On the wallet page,...

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What if I sent a payment to an expired Bitpay invoice?

If you sent a payment to a Bitpay invoice and haven't received your service, it's possible that the invoice expired or that the amount sent did not fully pay the invoice. Please contact Bitpay directly for assistance, thank you for...

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