As you probably know, SatoshiLabs is the developer and also the manufacturer of TREZOR devices. Since we are selling a good deal of devices daily, we are very precise about the whole process, despite of complexity. We are happy to say that we have managed to optimize the shipping system throughout these years. Since we are transparent and open not only while we code but also about everything we do, this short article will explain in detail how our shipping process works and what kind delivery methods we offer to our customers.

General Info

SatoshiLabs is a company located in the heart of Europe — Prague, Czech Republic. This country, from the historical point of view, found itself at a crossroads of many international business roads. This applies nowadays as well, and it is one of the reasons why we are capable of sending our devices all around the world in quite a short period.

Resellers

Buying from the source is, without any discussion, the best thing you can do when it comes to security, privacy, and convenience. However, we do understand that you might have various reasons for purchasing elsewhere. That is not a problem; we cooperate with an extensive network of resellers which you can find and filter conveniently.

Is it safe? Absolutely! The device itself, as well as the packaging, uses multiple levels of protection, which makes it tamperproof. This system ensures that your device cannot be tampered with without you noticing.

Payment

So what happens when you choose to buy directly from us? First, you visit our e-shop, the TREZOR Shop. After choosing the product, you fill in the mailing address, and progress to the payment.

While we started by only accepting Bitcoin, over the years, we have also opened our shop to credit cards, as we realize many of you do not want to spend your cryptocurrencies. MasterCard and Visa cards are a viable alternative payment method after all, so why not accept them as well? Regarding pricing, our product prices are denominated in EUR. For Bitcoin payments, the value is converted to BTC at the Bitcoinpay exchange rate. For credit card purchases, your bank or the card association sets the conversion rate for you.

Shipping & Dispatching

After we receive your payment, we move to ship out your device as soon as possible. You too can influence the speed, as we currently offer two shipping options.

DHL Express shipping

This is the default shipping option. DHL Express shipping provides excellent delivery time, generally 2–5 business days worldwide and it’s reliably traceable.

For certain territories, on-demand delivery is a part of the service offered by DHL. This service allows you to fine-tune the DHL delivery on-the-go, such as changing the delivery date, method, and location, allowing for greater flexibility. For more information, please visit the DHL on-demand website.

Standard shipping

You can also choose standard postal shipping, which has limited traceability in certain countries. Delivery time may vary between 5 days to 6 weeks depending on your location and your national post. Standard shipping is offered for free within the EU.

Processing of your order

Your order is processed immediately after we receive your payment. After the confirmation, your TREZOR is prepared for shipping from our warehouse. Our Logistics Team makes sure you receive the products you chose and that the packaging is sealed and ready for the transport. Once this process is finalized, the shipping company is notified, and the package is fully prepared for the handover. It is around this time that you get a notification that your package is shipped. However, it is important to note that it may take some time before the delivery company gets hold of your package; this depends on when your order was placed.

Orders delivered via DHL Express are shipped every working day. Standard shipping is cleared three times a week (Monday, Wednesday, Friday). If an order is paid before 10:00 CET/CEST on the shipping day, we usually ship the order the same day. Otherwise, the estimated shipping is within one to two business days after the payment is confirmed.

After we dispatch the order,

The postal or courier service takes over your package and delivers it to the address you have registered. If the parcel crosses the border of the European Union, it will have to go through customs clearance of your country. The customs officials will process the shipment according to the local laws. This means that you could be subject to additional customs charges and local taxes (defined by local jurisdiction).

If the customs service opens the TREZOR packaging for inspection, they will have to reseal the packaging and leave a notification note for you. While this may seem as worrying, the device is shipped with security measures designed to counter threats from an opened package. Your TREZOR should arrive without firmware installed, meaning its memory is empty when you receive it. Therefore, if upon first connection the device tells you to go to trezor.io/start, and the TREZOR Wallet asks you to install the firmware, you are all set.