Support

Our US-based team answers questions about orders, shipping, returns and hardware wallet setup. Email support@thecryptomerchant.com or call 386-222-2954. Most emails are answered within one business day.

Before you buy

Every wallet we sell is sourced from the manufacturer or its authorized distributor and ships new and factory sealed. We never open, pre-configure or ship a device with a pre-written recovery phrase. If you are not sure which wallet fits, read our guide to how hardware wallets work or email us with the coins you hold and how you plan to use the device.

Shipping

US orders ship free with tracking and usually arrive within 2 to 4 business days from Florida. International shipping options and rates are shown at checkout. You will receive a tracking number by email as soon as the order leaves our warehouse.

Returns and warranty

Unopened items can be returned within 30 days of purchase. Opened hardware wallets cannot be resold for security reasons, so they are not returnable. Defective devices are covered by the manufacturer's warranty and we will point you to the right process for your brand. The full terms are in our refund policy.

Setup help

Our step by step guides cover the most common devices: Ledger Nano S Plus setup, Trezor Model T setup, moving coins from an exchange and recovery seeds explained. If you get stuck, email us a description of where you are in the process and we will walk you through it.

Security reminders

No one from The Crypto Merchant, Ledger, Trezor or any other brand will ever ask for your recovery phrase. Never type it into a website, app or email. Keep it offline on paper or, better, on a steel backup.

Frequently asked questions

How do I contact The Crypto Merchant?
Email support@thecryptomerchant.com or call 386-222-2954. Our team is based in Daytona Beach, Florida and answers most emails within one business day.

Where is my order?
A tracking number is emailed as soon as the order ships. US orders usually arrive within 2 to 4 business days. If tracking has not updated for several days, email us with your order number.

Can I return an opened hardware wallet?
No. Opened devices cannot be resold for security reasons. Unopened items can be returned within 30 days of purchase under our refund policy.

My device seems faulty. What should I do?
Stop using it and email us. Hardware wallets are covered by the manufacturer's warranty and we will direct you to the correct replacement process for your brand.

Do you offer help setting up a wallet?
Yes. Email us a description of where you are in the setup and we will guide you through it. Our blog also has step by step guides for Ledger, Trezor, BitBox and other brands.