Something went wrong

Most problems fall into four categories and all four are fixable.

Nothing arrived

Check the order page with your code first. If it still says waiting, the deposit has not confirmed yet. If it says paid and no email came, check spam, then write to us.

You sent the wrong amount

Send the order code and transaction hash. We complete it or return what arrived minus the fee to send it back. Either way you are not losing the money.

You sent on the wrong chain

Stop and write in before sending anything else. Cross chain recovery is sometimes possible and always slow, and a second wrong send makes it worse.

The window expired

That means nothing was received, so nothing is lost. Place a new order at the current rate.

What we need

Order code, and transaction hash for anything payment related. Those two lines answer most questions on the first reply.

What we cannot see

Worth knowing before you write, because it changes what is useful to tell us. We hold no IP address, no browser string and no referring page for your visit, so we cannot look you up by any of those. What identifies your order is the eight character code, and after that the email you gave us.

That means a message saying "I ordered earlier today" is genuinely hard for us to act on. A message with the code in it is answered in one reply.

How long we take

Support is one person, not a rota, so replies land in hours rather than minutes and there is no overnight cover. Payment problems are the priority and get answered first. Questions about which coin to use or how redemption works are answered too, just behind anything involving money that has already moved.