Whenever you need us
Order tracking, returns, technical support — fast, secure, and privacy-respecting.Frequently asked questions
Are shipments discreet and private?
Completely. Every order ships in plain, unmarked packaging with no product names, logos, or identifiable details visible externally. The sender name on the label is generic. Tamper-evidence included: Each device box is sealed with unique security seals. Before shipping, we photograph both the device box and outer packaging — you'll receive these images to verify nothing was opened in transit.
What payment methods do you accept?
We accept:
• Credit/debit cards (processed via [privacy-respecting processor])
• Bank transfer (EU: SEPA, International: SWIFT)
• Cryptocurrency (BTC, XMR — no account required)
We never store full payment details. Orders paid via crypto are processed without linking to personal identity.
When will my order ship?
Orders placed Monday–Friday before 18:00 CET (17:00 UTC) typically ship same or next business day if in stock. Weekend and holiday orders ship the next business day.
How long does delivery take?
Delivery times after dispatch: RegionStandardExpressEU2–6 days1–3 daysUK3–6 days2–4 daysUS & Australia4–7 days3–5 daysWorldwide4–10 daysVaries Express shipping is available at checkout where applicable.
Will I receive tracking?
Yes. Once shipped, you'll receive an email with your tracking number and a direct link to the courier's tracking page.
Can I ship to a PO Box, locker, or freight forwarder?
Yes. We ship to any valid address including PO Boxes, parcel lockers, and freight forwarding services. For forwarding services, ensure your account is active before ordering.
Will I pay customs or import duties?
For orders outside the EU, local import taxes, customs duties, or handling fees may apply. These are set by your country's authorities and are the recipient's responsibility.
We mark packages accurately per legal requirements — we cannot undervalue shipments or mark as "gift."
What if my delivery is delayed?
For orders outside the EU, local import taxes, customs duties, or handling fees may apply. These are set by your country's authorities and are the recipient's responsibility.
We mark packages accurately per legal requirements — we cannot undervalue shipments or mark as "gift."
What is your return policy?
You have 31 days from delivery to return any product for a full refund — no questions asked. This exceeds the standard 14-day legal withdrawal period because we want you to be confident in your purchase.
Products must be returned unused, in original packaging, with all accessories and security seals intact.
How do I start a return?
Contact us before shipping anything back:
Complete the online return form here.
We'll review your request within 1–2 business days and send return instructions, including the shipping address and any reference numbers required.
Who pays for return shipping?
Change of mind: Return shipping is your responsibility.
Our error or defective product: We cover return shipping and will provide a prepaid label.
If we provide a prepaid label for a change-of-mind return as a courtesy, the label cost may be deducted from your refund.
What if my product arrived damaged or defective?
Contact us immediately with photos of the damage. Do not discard the packaging — courier claims often require it.
For damaged or defective items, we'll arrange a replacement or full refund at no cost to you, including return shipping.
Can I return a product I've opened or used?
Products must be returned unused and in original condition. If a product shows signs of use, wear, or damage beyond what's necessary to inspect it, a partial refund may apply.
Opening the retail box to inspect contents is fine. Installing a SIM card, signing into accounts, or using the device is not.
Are there products that cannot be returned?
Returns are not accepted for:
• Custom-configured devices — phones or laptops built to your specifications;
• Products with broken security seals — our tamper-evident seals prove the device wasn't intercepted or modified; broken seals void this guarantee;
• Activated software or licenses — once activated at your request, these cannot be resold;
• Bulk or reseller orders — contact us for B2B return policies.
Can I return an item paid with cryptocurrency?
Crypto payments cannot be refunded to the original wallet due to volatility and irreversibility.
For approved returns, we offer:
• Store credit (full value) — or —
• Bank transfer (EUR equivalent at time of refund)
Contact us to discuss which option works best.
Can I exchange instead of returning?
Yes. If you'd like a different model, storage size, or color, contact us before returning. We'll arrange a direct exchange where possible, and you'll only pay any price difference.
When will I receive my refund?
Refunds are processed within 14 calendar days of us receiving and inspecting the returned item. Funds are returned to your original payment method. Bank processing times vary — card refunds typically appear within 5–10 business days after we process them.
Will express shipping fees be refunded?
No. If you selected express shipping, the premium over standard shipping is non-refundable. Standard shipping costs are refunded if we were at fault.
What if my return doesn't meet the conditions?
We'll contact you with options:
• Accept a reduced refund reflecting the item's condition
• Have the item returned to you (you cover shipping)
• Discuss alternatives
We won't process a reduced refund without your agreement first.
What is GrapheneOS?
GrapheneOS is a privacy and security-focused mobile operating system built on Android. It removes Google services by default, blocks tracking, and hardens the system against exploits. It runs on Google Pixel devices and supports most Android apps through sandboxed Google Play compatibility.
Can I use my existing SIM card?
Yes. All our GrapheneOS devices are unlocked and work with any carrier that supports the Pixel hardware. Simply insert your SIM card or eSIM and configure your network settings.
Do banking and payment apps work on GrapheneOS?
Most banking apps work when installed through the sandboxed Google Play Store. Some apps that rely heavily on Google SafetyNet may have limited functionality. We recommend checking with your bank or testing during the return window.
What's included with my CryptPhone?
Each CryptPhone includes the device with GrapheneOS pre-installed, your selected VPN subscription pre-configured, original Google packaging and accessories, a quick-start guide, and access to our support team for setup assistance.
What is a CryptHub router?
CryptHub is our line of portable VPN routers that encrypt all traffic from any connected device. They create a secure network layer between your devices and the internet — no software installation required on individual devices.
Which CryptHub model should I choose?
CryptHub V1 is ideal for home use with a stable connection. V2 and V3 offer improved performance and portability. CryptHub V7 is our most advanced portable router — compact, battery-powered, and designed for travel or mobile use.
Can I use the VPN on multiple devices?
Yes. When connected to a CryptHub router, all devices on that network are protected — phones, laptops, tablets, smart TVs, and IoT devices. The VPN subscription included with CryptPhones covers use on that device only.
Do you offer setup assistance?
Yes. All products come pre-configured and ready to use. If you need help, our support team is available to guide you through setup, answer questions, or troubleshoot issues.
Can I install my own apps on GrapheneOS?
Yes. You can install apps from F-Droid (open-source apps), Aurora Store (anonymous access to Play Store apps), or the sandboxed Google Play Store. You have full control over what you install.
Will I receive software updates?
Yes. GrapheneOS receives regular security updates, often faster than stock Android. Updates are installed automatically or manually through system settings. Pixel devices are supported for 7 years from release.
What if I need help after purchase?
We provide ongoing support for all customers. Contact us via email, Signal, or WhatsApp for technical questions, setup help, or troubleshooting. Response time is typically within 24 hours.
How do you protect my personal data?
We collect only the minimum data required to process your order — name, email, shipping address, and payment confirmation. We do not store payment card details, track your browsing, or sell data to third parties.
Do you store my payment information?
No. Payment processing is handled by secure third-party providers (Stripe, PayPal, or cryptocurrency processors). We receive only confirmation of payment — never your card number or bank details.
Is my order history kept on file?
Order records are retained for legal and warranty purposes. You can request deletion of your data after the warranty period expires by contacting us directly.
Can I pay anonymously with cryptocurrency?
Yes. We accept Bitcoin, Ethereum, USDT, and other cryptocurrencies through our payment processor. Crypto payments are not linked to your identity unless you provide personal shipping details.
Do you share data with third parties?
We share data only with shipping carriers (to deliver your order) and payment processors (to complete transactions). We do not share, sell, or trade your information for marketing purposes.
How is my shipping address handled?
Your shipping address is shared only with our fulfillment team and the shipping carrier. After delivery confirmation, address data is retained only as long as required for returns or warranty claims.
Do you offer anonymous or discreet shipping?
Yes. All shipments are sent in plain, unbranded packaging with no indication of the contents. The sender name shows our legal entity, not "Cryptvice" or any privacy-related branding.
Can I request my data be deleted?
Yes. Under GDPR and similar regulations, you have the right to request deletion of your personal data. Contact us at contact@cryptvice.com and we will process your request within 30 days.
Is my communication with Cryptvice secure?
Yes. We offer support via Signal and ProtonMail in addition to standard email. For sensitive inquiries, we recommend using encrypted channels. All customer communications are treated as confidential.
What happens to my data if I return a product?
Returned devices are factory reset and inspected before resale or recycling. Any data you added to the device is permanently erased. Your order record remains for refund processing.
Where is my data stored?
Customer website data is stored on EU-based servers in compliance with GDPR. We use encrypted storage and access controls to protect your minimal information.
