Shipping & Returns
Last updated: 9 June 2026
Everything about getting a device to you — and back to us, if you change your mind or something goes wrong. Every parcel is packed and every return is handled in-house by the team that built your device. If anything here is unclear, email [email protected].
1. Where we ship, what it costs, and how long it takes
We ship to the European Union, the United Kingdom, the United States, and Canada. Parcels are sent with USPS (domestic) or DHL and tracked international post (worldwide), always with tracking. You receive the tracking number by email as soon as your order is dispatched.
| Order value | Shipping cost (USD) | Shipping cost (EUR) |
|---|---|---|
| Up to $150 / €140 | $9 flat | €9 flat |
| Over $150 / €140 | Free | Free |
Dispatch times (time from order confirmation to handing the parcel to the carrier):
- In-stock items (Moser Pocket, Moser Steel, accessories): dispatched within 2–3 business days.
- Moser One: built to order in-house and dispatched within 2–3 weeks. The product page and checkout both say this, so it never comes as a surprise.
If your order mixes in-stock items with a Moser One, we normally ship everything together when the Moser One is ready; if you would like the in-stock items sooner, email us and we will split the shipment at no extra cost. Carrier transit time comes on top of dispatch time and depends on your country — typically a few business days within the EU and somewhat longer overseas. If a dispatch will be later than stated here, we will tell you proactively and you may cancel for a full refund.
2. Customs and import duties (UK, US, Canada and other non-EU destinations)
To say it plainly: for deliveries outside the EU, your country may charge customs duties, import taxes, or carrier handling fees when the parcel arrives. These charges are set by your country, are not included in our prices or shipping costs, and are your responsibility as the importer. We cannot predict their exact amount, and we cannot mark commercial shipments as "gift" or undervalue them — that would be customs fraud. If a parcel is returned to us because import charges were refused, we refund the product price but not the outbound shipping cost.
3. Tamper-evident packaging: check this when your parcel arrives
Every device ships in tamper-evident sealed packaging. The seal is your assurance that nobody opened or modified the device between our facility and your hands. When your parcel arrives, before you set anything up:
- Check that the outer parcel has not been opened and re-taped.
- Check that the tamper-evident seal on the device packaging is intact, undamaged, and shows no signs of peeling, re-gluing, cutting, or replacement. Your order confirmation email describes exactly what the genuine seal looks like.
- Check that the contents match the packing list included in the box.
If anything looks wrong — do not use the device, do not enter or generate a recovery phrase on it. If the courier is still present, you may refuse the delivery. Either way, photograph everything and email [email protected] immediately. We will replace the device free of charge, including all shipping, and we will want the suspicious unit back so we can investigate. A compromised seal on arrival is our problem, never yours.
4. Returns — your 14-day right of withdrawal
If you are a consumer in the EU or the UK, you may cancel your order within 14 days of receiving the goods, without giving a reason. (We extend the same courtesy to US and Canadian customers as a voluntary policy.) Here is how a return works:
- Start the return: email [email protected] within 14 days of delivery, stating your order number and that you wish to return the item. We reply with an RMA number and the return address. Please do not ship anything back without an RMA — unannounced parcels are hard for us to match to orders.
- Send it back: within 14 days of telling us, post the item back, well packed, with the RMA number on or in the parcel. Please use a tracked service and keep your proof of postage.
- Condition: the item should be complete (device, cable, documentation, accessories) and in the condition in which you received it. You may inspect the product as you would in a shop, but see the sealed-goods caveat below.
- Return shipping cost: the cost of return shipping is paid by you, unless the item is defective or we sent the wrong item — in those cases we pay.
The sealed-goods caveat — important for hardware wallets
Consistent with section 6 of our Terms & Conditions: hardware wallets ship under a tamper-evident seal, and a device returned with a broken seal cannot be resold, because no future customer could trust it. For that reason the 14-day withdrawal return applies to devices with the seal intact. You can examine the box, documentation, and accessories freely without breaking the device seal. If you have already broken the seal and want to return the device anyway, contact us — we will look at the situation fairly — but please understand we cannot promise a full refund for an unsealed, non-defective device. None of this applies to defective devices, which are always covered (see section 6 below), seal or no seal. The Moser Steel backup plate carries no electronics and no seal; it can be returned normally as long as it is unused (an unstamped, unmarked plate).
5. Refunds
For withdrawal returns, we refund within 14 days of receiving the returned goods (or of receiving your proof of postage, if earlier). The refund covers the product price and the original outbound shipping at our cheapest standard rate. Refunds always go to the original payment method (the card or PayPal account you paid with); depending on your bank, the money may take a few additional days to appear. We will email you when the refund has been issued.
6. Defective items and warranty returns
If your device is defective on arrival or develops a fault within the legal guarantee period (2 years in the EU; comparable statutory rights in the UK — see section 7 of the Terms & Conditions), email [email protected] with your order number and a description (photos or a short video help a lot). We will:
- send you an RMA and a prepaid return label, or refund your documented return postage — we cover shipping both ways for defective items;
- repair or replace the device, at no cost to you;
- if repair and replacement both fail or are impossible, offer a price reduction or a full refund, as the law provides.
One honest reminder before you send a device in: a repair or replacement restores the hardware, not the keys stored on it. Before returning a device you have used, make sure you have your recovery phrase written down and verified — it is the only way to restore your wallet on the repaired or replacement device. We never have access to your keys and cannot recover them for you.
7. Cancelling or changing an order before dispatch
Cancellation: you can cancel any order free of charge at any time before dispatch — for the built-to-order Moser One, that means any time during the 2–3 week build window. Email [email protected] with your order number, and we will cancel and issue a full refund to your original payment method, usually within a couple of business days.
Address changes: if you need to change the delivery address, email us as soon as possible. Before dispatch we change it free of charge. After dispatch we will try to redirect the parcel with the carrier, but we cannot guarantee a redirect will succeed, and any carrier redirect fee would be passed on at cost. For security reasons we may ask you to confirm an address change from the email address used to place the order.