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Delivery & Order Tracking

  • What is the cost of shipping?

    The shipping cost is $5.99.

  • Will I have to pay for customs fees?

    Depending on the shipping destination, customs duties and taxes may apply. Export costs are covered by Tangem, while import costs are covered by the customer. All fees imposed during or after shipping are the customer's responsibility (tariffs, taxes etc.)

  • When will my order ship out?

    It usually takes up to 5 business days to send your package to the courier from the moment you place an order on the website.

    Note: During peak periods, when there is high demand and the warehouse is at full capacity, it may take longer to process your order.

  • What can I do if I haven't received the tracking number for my order yet?

    As soon as the order is processed and leaves the warehouse, we will send you a notification with the tracking information by email.

    Note: During peak periods, when there is high demand and the warehouse is at full capacity, it may take longer to process your order.

  • How can I track my order?

    Your tracking link will be sent to you by email as soon as the parcel is ready to ship. Once the parcel has entered the destination country, you should be able to track it from the website of your country’s postal service. You can find the alternative tracking number by following the tracking link from your email.

  • What should I do if the wallet delivery tracking number is not updated?

    If the parcel is in international transit to the destination country, there may be delays in updating the tracking number. The tracking number will be updated as soon as the plane with the parcel has landed for transshipment or in the destination country.

    If you have been waiting for a package for a long time, please send your order number to our Support Team and we’ll try our best to help track the package and update the tracking history for you. Thank you for your understanding and cooperation.

  • How long does shipping take?

    The average delivery time is 5–20 business days from the moment the order is received by the courier. After your order is processed and passed to the courier service, you’ll receive a tracking number by email, which you can use to:

    1. track the parcel;

    2. see the approximate date of delivery;

    3. get an alternative number to track your order.

  • Can I change the shipping info after I’ve placed an order?

    If your package hasn't been sent out yet, you can change the shipping information by submitting a request to our Support Team. If the package has already been sent, the shipping address can no longer be altered. We usually send out packages within 24–72 hours after an order is placed.

    Note: During peak periods, when there is high demand and the warehouse is at full capacity, it may take longer to process your order.

    Please note that some orders are shipped shortly after they have been placed. As a result, we cannot guarantee that we will be able to modify your order before it is shipped. Make sure to always double check your order carefully before placing it.

  • Can I apply a discount to an order I’ve already placed?

    No, special offers and discounts do not apply to orders that have already been placed. To apply a discount or special offer, you will need to place a new order.

  • Can I refuse to take delivery of my order?

    Your order will be automatically returned to our warehouse. You will be refunded as soon as we receive confirmation from our warehouse that your parcel has been returned.

  • What should I do if my package is damaged?

    In the event that your package arrives damaged, kindly submit a request along with a photograph of the affected product. Our Support Team will promptly provide assistance to resolve the issue.

  • How do I cancel my order?

    You can submit a request for order cancellation queries. Our Support Team will assist as soon as possible. Once your order has been successfully cancelled, an order cancellation email will be sent out.

    Note: If an order has already been sent, it cannot be cancelled anymore. We appreciate your understanding. 

     

  • Why is my box different from what is shown on the website? How can I check if the product has been tampered with?

    There have been slight modifications to the packaging over the years, and it could be the case that your package has a different design.
    Tangem cards cannot be physically modified, as there is a monolithic chip inside the card. The software in Tangem cards cannot be modified.

    The official app can accurately verify the following:

    — that the card was produced by Tangem;

    — that the card is flashed with Tangem software.

    It would even be totally safe to buy in an underpass, thanks to its end-to-end certification. Most importantly, make sure that:

    1. You have installed the official Tangem app.

    2. The cards should prompt you to create a wallet. If they do not, reset the cards to factory settings.