Tangem Australia | Frequently Asked Questions .
We aim to respond to all inquiries within 48 hours, often addressing them within a matter of hours.
At times we acknowledge that meeting our normal response time is not always feasible. You are guaranteed a reply from our team within 72 hrs. We appreciate your patience as we work to address your inquiry.
Have a frequently asked question ? We're confident you’ll find your answer below. If you can't find what you're looking for, send us an email through our contact form.
Tangem . Redefining the crypto wallet experience.
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Lean About Tangem Australia & Hardware wallets australia
General Questions
Who Are We ? Tangem Australia.
Tangem Australia, formerly known as Hardware Wallet Australia ABN 37 621 619 047, is an Australian business based in Brisbane, Queensland.
We are proud to be the official strategic partner and reseller of Tangem AG for Australia and New Zealand.
Tangem Australia is your trusted sales and support partner for all your Tangem Wallet, Cryptosteel, and Cryptotag needs.
Look for Tangem Australia under “ Tangem's partners, "resellers proven over the years" on the official Tangem.com website, located just above "Tangem resellers" here. You can also find Tangem Australia within Tangem's Oceania resellers.
Where is Our Office ?
The office of Tangem Australia is located at 150 Mary Street, Brisbane City, Queensland 4000, Australia. Please note our office is no open to the public on a walk in basis.
Do We Have a Retail Location ?
No, we operate entirely as an online business, and the offices of Tangem Australia at 150 Mary Street, Brisbane City, Queensland 4000, Australia, are not open to the public on a walk in basis.
How to Get Phone Sales Support ?
We do not offer phone support, but we're more than happy to help you with any pre-sales and after-sales questions via email.
How Can I Verify the Authenticity of My Purchase ?
We only offer authentic, brand-new products. Tangem hardware wallets feature specialized hardware and software, ensuring you can trust the authenticity of your purchase. Any counterfeit cards will be quickly identified as soon as they interact with the Tangem app.
If you have concerns about your purchase, refer to Tangem's official blog post, “How To Tell If Your Tangem Wallet Is Authentic,” which includes details on packaging changes, box contents, and sticker information. These resources can help you verify that your purchase is genuine.
For questions about perceived variations or concerns, please contact Tangem by emailing store@tangem.com. Tangem will provide you with the necessary assistance and guidance. You can also reach out directly via Tangem’s 24/7 chat app.
What Are the Accepted Payment Methods ?
Tangem Australia accepts the following payment methods:- PayPal- VISA (credit and debit cards)- MasterCard- Amex- Bank Transfer- Cryptocurrency
Bank transfer payments will not ship until the payment has cleared our account.
I want to pay with crypto:Crypto payments are made through Coinbase Commerce. All prices are listed in Australian Dollars (AUD).
You can learn more about our payment providers using the following links:PayPal, [Coinbase Commerce].
Tangem Australia will never request unsolicited payments in BTC, LTC, ETH, or any other cryptocurrency.
Note: Payment methods may change from time to time or become temporarily unavailable.
How Long Do You Keep My Purchase Records ?
We take your personal information (PI) seriously.
Per our terms of sale,you are entirely responsible for keeping all records related to your purchase, including but not limited to your order confirmation email and tax invoice. To protect your personal information (PI), we retain customer PI for a minimum of 30 days, after which it may be purged from our systems.
A fee will be charged for amendments to issued tax invoices, including lost tax invoices, once they have been purged from our systems. This fee is imposed by our secure documents provider, and all time frames are set by them. Please consider searching your email account for any emails from orders@tangemaustralia.com.au.
The email account used to place your order will have received a payment confirmation email at checkout and an order completed email containing your PDF tax invoice when your order shipped. Note that all aforementioned emails are auto-generated and not sent like traditional emails, so we cannot search our outbox to retrieve them.
If we need to amend or re-issue tax invoices that have been purged from our systems, the following fees will apply. These fees cover our costs for retrieving archived data and bringing it back online.
Time frames are determined by our provider:
$14.95 - Normal Priority (3-5 business days)
$24.95 - Urgent Priority (same business day, excluding weekends and public holidays)
How Can I Remove My Personal Information ?
You can request the removal of your personal information by sending us a polite email with the subject “Request to Remove My Personal Information.”
At Tangem Australia, we regularly purge all customer personal information. We do not share data with any of our manufacturers, but if you purchased something directly from them, you will need to request removal from them as well. Each company sets its own data retention policies in accordance with their local governing bodies.
Have a Shipping Related Question
Shipping Questions
Who Are Our Shipping Providers ?
Tangem Wallet Australia partners with Australia Post and StarShipIT.
All domestic Australian orders are shipped using a premium eParcel business service, express post with signature on delivery, and insurance for fast and reliable shipping. At checkout, you will be informed whether the shipping is Next-Business-Day or Express Post. Generally, most postcodes receive next-business-day delivery, while parts of WA and NT may take 2-4 days for express post.
International orders use the same service and are delivered by your local postal services. Express post to New Zealand takes approximately 7-11 business days.
We provide full tracking and status email notifications for all orders. All orders are securely packaged in tamper-proof padded mailers for your peace of mind.
What Is Our Same-Day Shipping Policy ?
Our same-day shipping guarantee applies to paid and approved orders placed before 3 PM AEST from Monday to Friday, excluding public holidays. In some cases, we may need to verify high-value or suspicious orders. If this unlikely scenario occurs, we will promptly reach out via email with our simple process.
What Order Update Emails Should I Expect ?
After placing an order, you will receive an 'order confirmation email' followed by an 'order completion email.' The order completion email includes your PDF tax invoice and is sent from orders@tangemaustralia.com.au.
If your order was placed before our same-day shipping cut-off time, you can expect to receive your consignment tracking shortly after, typically before 3 pm AEST.
Additionally, we will send two more emails to your designated email address:
1. When your consignment is onboard for delivery that day.
2. When your consignment has been delivered.
These emails, along with your tracking information, are sent from noreply@tangemaustralia.com.au.
If you miss an email, please check your email client's junk or spam folders and consider searching for emails from the above addresses.
If you haven't received your order completion email or tax invoice by the end of the business day, please get in touch. Be sure to include your order number.
What to Know About Our Shipping Terms ?
While we offer automatic address correction services using Google APIs, you as the customer are entirely responsible for providing accurate and complete shipping details. If no one is available to receive your eParcel, it will be redirected to your local post office (LPO) for collection. You must collect it within 7 business days, and a photo ID will be required. If you suspect a failed delivery, you must contact our team within 1-2 business days. Please be aware that we only offer one free shipping attempt. Please note we only ship it free once.
How Do We Handle Failed Deliveries ?
Failed deliveries that are not the fault of Tangem Australia or Australia Post will be returned to our office. If your parcel is marked "Return to Sender" (RTS) by Australia Post and we cannot contact you, your purchase will be automatically refunded, minus our combined shipping and payment processing charges. Although it's not something we prefer to do, we reserve the right to charge an administrative fee of 5% of the value of your order in such cases.
Can I Opt for Authority to Leave ?
No, we do not offer the option for safe drop or authority to leave on any of our shipments. All our parcels ship with signature-on-delivery (SOD) and include insurance against loss. Although this adds extra expense for us, it enhances security for both you and us, providing the best delivery experience and peace of mind. If no one is available to receive your delivery, you will be notified with a card, and your item will be redirected to your local Australia Post office (LPO) for collection.
How Do I Address a Delivery Issue ?
If you suspect a failed or delayed delivery, please notify our team within 72 hours after the expected delivery date. Keep in mind that most of our deliveries arrive the next business day.
If you believe your order may be lost in transit (LIT), let our team know so we can initiate an Australia Post enquiry. If Australia Post concludes that the delivery is LIT, we will either send a replacement or, at our discretion, offer a full refund.
How We Handle Unclaimed Mail ?
You are entirely responsible for collecting any mail redirected to your local Australia Post office (LPO). Unclaimed mail will be returned to the sender (RTS) according to Australia Post guidelines, usually within 7-10 business days. Unclaimed mail will not be reposted until payment for incurred shipping costs is received.
Although it's not something we prefer to do, we reserve the right to refund your order minus our incurred shipping and payment processing costs for mail that is returned to our office.
Have a Delivery Related Question
Delivery Questions
How Long Does Domestic Delivery Take ?
You can find more information about domestic delivery times by using the Australia Post delivery times calculator for your specific state and suburb. In the "from" field, enter 4000. All delivery times are determined by Australia Post. Approximate delivery times are as follows. Contact us immediately if your order has not arrived within 1-2 days beyond the the quoted delivery times.
Australia Wide Next Business Day: 1 business day.
Australia Wide Express: 2-3 business days.
WA and NT Express: 3-5 business days.
Most postcodes generally receive delivery the next business day. Some parts of WA and NT may take 2-4 days for Express Post.
How Fast Is Delivery to New Zealand ?
International orders are shipped through Australia Post and delivered by your local postal services. We provide full tracking, signature on delivery, and insurance for your shipment.
Approximate delivery for New Zealand is 7-11 business days.
Are there Import Duties and Taxes in New Zealand ?
International shipping customs laws vary from country to country. You are responsible for any import duties and taxes that your local customs authority may impose. We cannot take responsibility for any charges and are unable to reimburse any costs incurred due to local customs issues. Additionally, we do not accept responsibility for any delays that may occur as a result, regardless of the circumstances. For information about customs policies that may apply in your country, please contact your local customs office.
Need Help with Returns and or Refunds
Returns & Refunds
What If I Change My Mind ?
Change-of-mind returns are only accepted if the item remains in its original packaging and the manufacturer security seal(s) are intact. To initiate a return, simply contact us within 7 days of receiving your purchase and follow the instructions. We advise against opening our shipping packaging.
Please note that a 5% administrative fee may apply. Our shipping and payment processing costs will be deducted from your original purchase amount. If you choose a refund method that incurs bank processing fees, those will also be deducted from your original payment.
For more information about your rights as a consumer, visit the Australian Consumer Law website at www.consumerlaw.gov.au
How to Organise a Return ?
To initiate a return, simply contact us within 7 days of receiving your purchase and follow our instructions.
More information about your rights as a consumer, is available at the Australian Consumer Law website www.consumerlaw.gov.au
Can I Cancel a Backorder ?
We do not accept returns or cancellations of paid orders placed under preorder or backorder terms once your cooling-off period has lapsed, unless we are late in delivering based on those terms.
More information about your rights as a consumer, is available at the Australian Consumer Law website www.consumerlaw.gov.au
How We Handle Faulty Products ?
In the very unlikely event our product is Defective on Arrival (DOA), we will arrange a replacement item. We will first need to deem the original item faulty per our normal process. To date we have received zero faulty cards.
More information about your rights as a consumer, is available at the Australian Consumer Law website www.consumerlaw.gov.au
What Are Our Product Warranty Periods ?
All warranty periods begin on the date of the original purchase. This warranty is non-transferable and can only be enforced by the original purchaser. Any product not purchased new from us is explicitly excluded from this warranty.
Warranty periods are as follows;
Tangem Wallet : 25 years
Cryptosteel Capsule : Life-time
Cryptotag Zeus : Life-time
Questions from our Valued Customers
Other Questions
Which Traditional Exchanges we do recommend ?
Many of us have had positive experiences with btcmarkets.net and coinspot.com.au, both of which are based in Australia. Independent Reserve is another reputable option. We recommend these Australian exchanges because they offer a good selection of respectable coins and tokens with reasonable buying, selling, and deposit fees. Additionally, they provide local customer support.
We currently do not have any affiliations with either of our recommendations. While we suggest these exchanges, we cannot vouch for the trustworthiness of their operators. Always do your own research (DYOR). Regardless of the operators' intentions, online exchanges are high-profile targets for hackers.
More to come ..
Disclaimers
Physical and Mental Disabilities Notice
We do not guarantee that our products will meet your specific personal needs. We encourage you to do your own research (DYOR). We also cannot guarantee that our products will be "fit for purpose" if you have a pre-existing or develop a physical or mental disability or condition.
How We Handle Your Personal Information (PI) ?
To protect your personal information (PI), we retain customer PI for a minimum of 30 days, after which it may be purged from our systems.
We never share customer PI with Tangem AG or any related or unrelated third parties, with one exception. We understand the potential value of our customer database and recognise that we may be a target for cybercriminals and other malicious actors. To address this risk, we frequently remove customer PI from our online business systems.
What data do we keep ? We maintain a small subset of customer data for warranty claims. This data is stored offline and is not accessible via the internet. We ask our customers to keep their proof of purchase email to help with obtaining technical support and or warranty claims.
What data do we share ? Your email address and first name are shared with our email marketing solution to communicate product security issues or special promotions, including educational articles and tips. This is common practice, and our customers can opt out from receiving emails at any time. This action will remove your details from our mailing list.
What other precautions have we taken ? We won't disclose our entire security posture, but all our employees have undergone police background checks and social engineering training. We have processes in place when employees leave, and website security updates are frequently installed. These measures protect our business and your personal data.
We regularly review the steps necessary to protect our customers, our business, and our community.
Want to learn all the places your personal data may have been breached? Visit haveibeenpwned.com and enter any of your email addresses—you might be surprised. Please be respectful of friends, family, and colleagues' email addresses and only enter your own.
Thank you from our Founder.
Estimated Delivery Times Notice
You agree and understand that estimated shipping times are just that—estimates. While we strive to provide accurate shipping times, these are beyond our control. You acknowledge that Tangem Australia trending as Hardware Wallets Australia and its partners cannot be held responsible for any losses incurred due to shipping delays, which do not constitute grounds for refunds, further discounts, or other monetary compensation.
Additionally, you accept that in extreme circumstances, as defined by us, we may refund any backorder without prior notice.
Backorders Notice
Cooling-Off Period for Backorders and Preorders: You have until 11:59 p.m. on the day you placed your order to request a full refund. After this time, we will not accept cancellations, refund requests, or exchanges under any circumstances. Additionally, you accept that in extreme circumstances, as defined by us, we may refund any backorder without prior notice.
Pricing and Product Information Notice
We take great care to avoid errors in product information and pricing, but mistakes can happen. If such a mistake occurs, we reserve the right to correct it. Occasionally, we may offer special or reduced pricing. Tangem Australia does not guarantee prices and reserves the right to increase, decrease, or revert pricing without notice or limitation.
Our goal is to make Tangem products affordable for as many people as possible. By purchasing Tangem wallet Australia, whether in stock or on backorder, you acknowledge and understand that our pricing may need to change.
Tangem Australia. Powered by Hardware Wallets Australia
Official Strategic Partner and Reseller for Australia and New Zealand
