Support
How can we help?
Open a ticket and we will reply by email. If it is about a specific order, include the order number - it saves a round trip.
Other ways to reach us
Common questions
My payment has not been confirmed yet
On-chain payments confirm once the transfer appears on the network and reaches the required number of confirmations, which varies by chain. If it has been much longer than expected, open a ticket with your order number - do not send a second payment.
I sent slightly the wrong amount
Your order will be showing as partially paid, with the exact shortfall on the payment page. Nothing is lost. Send the remainder to the same address, or open a ticket and we will arrange a refund.
I sent to the wrong address
We are very sorry, but a blockchain transfer cannot be reversed by anyone, including us. If the address belongs to an exchange it is worth contacting them; otherwise the funds cannot be recovered.
I lost my tracking code
We only store a one-way hash of it, so it genuinely cannot be looked up or resent. Open a ticket with your order number and the email address you used, and we can verify you another way.