Help and Support

Whenever you need us

We help you find the best option. Get more than just a response — get expert help for your order. Our support team is skilled and always available. Whenever you need help, they’re ready to assist through different channels.

  • Password recovery
  • Hardware failure
  • Virtual number recovery
  • Shipping tracking

Orders are processed Monday to Friday between 9:00 and 18:00 (CET).
If the product is in stock, orders are usually dispatched the same or next working day. Orders placed after 6:00 p.m., on weekends, or on public holidays are processed the next business day.

Delivery times depend on your location and selected shipping method:

  • EU: 2–6 working days
  • UK: 3–6 working days
  • US & Australia: 4–7 working days
  • Worldwide: 4–10 working days

Delivery times start after dispatch, not at checkout, and are estimates only.

Yes. Express shipping is available for most destinations and will be shown during checkout if applicable.

Yes. Once your order is shipped, you will receive a shipping confirmation email containing your tracking number and a link to the courier’s tracking page.

Yes. All orders are shipped securely and discreetly, with no sensitive or unnecessary product details visible on the outside of the package.

The device box will be sealed with special seals. You can receive images of both the device box and the delivery box prior to shipping and compare them.

Delays can occur due to courier issues, customs inspections, or external factors such as weather or strikes. If a delay occurs, either the courier or Cryptvice will notify you.

For orders shipped outside the European Union, import taxes, customs duties, or handling fees may apply. These charges are set by local authorities and are the responsibility of the recipient.

Yes. You may return your order within 14 calendar days of receiving it under your legal right of withdrawal. Cryptvice also offers an additional voluntary return period of up to 31 days, subject to conditions.

You must notify us before returning any item. You can do this by:

  • Completing the online return form
  • Contacting our support team

Return instructions will be provided once your request is approved.

Return shipping costs are generally the customer’s responsibility, unless:

  • The product is defective or incorrect
  • We notified you of a change affecting your order

If a prepaid return label is provided, its cost may be deducted from your refund.

Products must be returned unused and in original condition.
If a product shows signs of excessive use or damage, a reduction in the refund amount may apply.

Yes. Returns are not accepted for:

  • Custom-made or hardware-modified products
  • Products with broken security seals
  • Devices where software or licenses were activated at your request
  • Orders placed for business or professional use

Cryptocurrency payments cannot be refunded to the original payment method. In such cases, alternative solutions may be evaluated on a case-by-case basis.

Refunds are processed within 14 calendar days after your return is approved or the item is received. Refunds are issued using the original payment method unless otherwise agreed.

No. If you selected express shipping, the additional cost over standard shipping is non-refundable.

If a returned product does not meet the return conditions, we will review it and contact you with the available options. Refund amounts may be adjusted accordingly.

You can send and get encrypted emails at info@cryptvice.com, shop@cryptvice.com and support@cryptvice.com. You will also receive encrypted order confirmations, invoices, and delivery updates after you place an order. Just follow these steps:

  1. Send your PGP public key or S/MIME certificate to encryption@cryptvice.com as an attachment. Make sure the email address you use is included in the PGP key or S/MIME certificate. We will ignore the sender’s email address. If you attach a PGP key, set its Content-Type as “application/pgp-keys”. You can do this by attaching your PGP public key directly from your email program instead of a saved file.
  2. You will receive two confirmation emails. If you receive none or just one, it means we couldn’t extract your PGP key or S/MIME certificate, or they are registered to a different email address. Please refer back to point 1 for guidance.
  3. Download the correct PGP key or S/MIME certificate for secure email:
  • info@cryptvice.com: PGP, fingerprint: xxxxxxxxx
  • shop@cryptvice.com: PGP, S/MIME, fingerprint: xxxxxxxxx
  • support@cryptvice.com: PGP, S/MIME, fingerprint: xxxxxxxxx

If you use Proton email for encryption, you can reach us at cryptivicecom@proton.me.

Contact our security service team for the right solution

A valid (business) email is required. example@ yourdomain.com
This field is required.
This field is required.
What is the name of your company?
This field is required.
By submitting this form, you agree to Cryptvice's Terms and Conditions and Privacy Policy.