How can we help you today?

You receive an order confirmation by email immediately after purchase. A tracking link follows as soon as the carrier scans the parcel, usually within 24 hours on business days. Check spam folders and verify your email in your MVaults account.

Most orders ship within 24 business hours. Cutoff for same-day processing is 1 PM PST Monday–Friday. Weekend orders ship the next business day.

Yes. Duties, taxes, and customs fees may apply depending on your country. These are charged by local authorities and are the recipient’s responsibility.

Address changes are possible only before fulfillment begins. Contact support immediately with your order number; once a label is printed, changes are rarely possible.

Yes. All hardware wallets ship in plain, unbranded boxes with tamper-evident seals inside the product packaging.

We accept major credit/debit cards, Apple Pay, Google Pay, and PayPal. Payments are processed securely through Stripe. We do not custody crypto for purchases.

Common reasons: bank security checks, insufficient funds, mismatched billing address, or temporary holds. Try another card, confirm billing details, or call your bank to approve the charge.

All prices are listed in USD. Your bank may apply currency conversion fees when charging in your local currency.

A temporary authorization occurs at checkout; funds capture when the order ships. If the order is cancelled before shipping, the authorization is released by your bank.

Yes. After checkout, reply to your confirmation email with your company name, VAT/Tax ID, and address. We will issue a compliant invoice.

Unopened devices in factory seal are returnable within 30 days of delivery. For security reasons, opened/activated hardware wallets cannot be returned.

Email returns@mvaults.com with your order number and reason. We will provide authorization and instructions. Use a trackable service for the return shipment.

All Ledger devices carry the official 2-year manufacturer warranty. Defects in materials or workmanship are covered. Physical damage, liquid damage, and tampering are excluded.

Document the damage with photos of the box and device, keep all packaging, and contact us within 7 days. We will coordinate a replacement after carrier and manufacturer review.

Once we receive and inspect the return, refunds are issued within 5 business days to the original payment method. Banks may take additional time to post funds.

Only download Ledger Live from ledger.com. Verify the domain, use HTTPS, and compare the checksum published by Ledger.

Use our guided checklist in the Setup Guide. Key steps: verify box seal, power on, generate a new recovery phrase on-device, confirm each word, set a strong PIN, then install Ledger Live and add accounts.

No. Only you control your recovery phrase. We never see, store, or ask for it. Anyone who asks for it is attempting fraud.

Ledger devices perform a secure element attestation during setup. Ledger Live will confirm authenticity. If attestation fails, stop immediately and contact us.

Your assets remain safe if your recovery phrase was secure. Replace the device and restore using your recovery phrase only within Ledger Live on a trusted computer.

Never. We will never ask for your recovery phrase, private keys, or PIN. If anyone asks, it is a scam. Stop and report it.

Type URLs manually, bookmark official sites, verify SSL certificates, and ignore unsolicited messages. Never sign transactions you do not understand. Verify sender addresses carefully.

Yes. Private keys never leave the secure element. Bluetooth transmits only signed or encrypted data. Always verify transactions on-device.

Yes. Purchase from MVaults or official Ledger partners to ensure authenticity, valid warranty, and untampered devices.

Email security@mvaults.com with detailed information, screenshots, and steps to reproduce. For critical issues, add “URGENT” to the subject.

Click Sign In in the header, choose Create Account, and verify your email. Accounts help you track orders, manage addresses, and access receipts.

Go to Account → Security. Use a unique, strong password and enable multi-factor authentication if available. We never store plain-text passwords.

Contact privacy@mvaults.com to request deletion. We will remove personal data except where retention is required for legal or accounting reasons.

Yes. Sign in, go to Orders, select an order, and download the invoice. For VAT updates, contact support with your order number.

In Account → Addresses you can add, edit, or delete saved addresses. Updates do not change addresses on orders already placed.