Refunds & Shipping
Thirty days on anything unopened. Sealed security items are the exception, and there is a good reason for it.
- Effective
- NovaSapien LLC · Boulder, Colorado
- Questions? Ask a human
Plain-language draft for design review. NovaSapien’s counsel should confirm the specifics — dollar figures, windows, and jurisdiction — before this page goes live.
Where it ships from and when
- Everything ships from Boulder, Colorado, in plain packaging with no Bitcoin branding on the outside.
- Orders placed before 2pm MT on a business day usually go out the same day. Assembled devices can take 2–3 business days to build and test.
- You get a tracking number by email the moment the label is printed.
- Local pickup is available in Boulder at no charge — pick the option at checkout and we will arrange a time.
Discreet by default
We do not print “Bitcoin”, “wallet”, or “seed” anywhere on the outside of a parcel, and the return label reads as a generic Boulder business address. If you need an alternative delivery address or a hold-for-pickup arrangement, ask before you order and we will set it up.
Damaged or lost parcels
Tell us within 7 days of the delivery date, with a photo if it arrived damaged. We open the carrier claim ourselves and reship or refund — you should not have to fight a carrier over an order you placed with us.
Returns — 30 days, unopened
Send back any unopened, unused item within 30 days of delivery for a full refund of the item price. Return shipping is on you unless the item was defective or we shipped the wrong thing. Refunds land on the original payment method within about five business days of us receiving the parcel.
Why some sealed items cannot come back
Once a tamper-evident seal is broken, we cannot honestly resell the item as untampered — so we do not.
- Steel backup plates and punch sets, once opened.
- Dice, tamper-evident bags, and seed cards, once opened.
- Any device whose seal is broken, unless it is defective.
If a sealed item arrives already opened or damaged, that is on us — photograph it and we will replace it.
Assembled devices
An assembled SeedSigner can be returned within 30 days if it has not been used to generate or store a real seed. Reset it before shipping back. If you did generate keys on it, keep the device — move your funds to a fresh seed instead of trusting hardware that has left your hands.
Courses, consults, and services
- Free 30-minute consult — nothing to refund. Cancel or reschedule any time.
- Paid consulting — full refund if you cancel more than 24 hours ahead. Inside 24 hours, we can reschedule once at no charge.
- Course access — refundable in full before your live session; after the session has run, it is not refundable.
- Wallet recovery — the flat fee is quoted and agreed before any work starts, and we tell you up front if the situation looks unrecoverable so you can decline.
How to start a return
Email us with your order number and what you would like to do. No forms, no return-authorization maze — a human replies within one business day. Contact NovaSapien →