After placing an order in the official BitBox Shop, your order summary shows your current payment and shipping status. BitBox orders are normally processed after payment has been received and are then shipped from our warehouses in Switzerland or Germany.
This article explains where to order, how to find your order summary, what the different order statuses mean, how long delivery usually takes, why neutral sender details are used, and when to contact BitBox Support if a parcel appears stuck or lost.
Where to order BitBox products
You can order BitBox products directly from the official BitBox shop at shop.bitbox.swiss.
If you prefer to buy locally, you can also use the official reseller list on the BitBox website. Look for the In-person reseller type if you want to buy BitBox products in person, for example with cash and without shipping costs.
If you have not placed an order yet and want the full checkout walkthrough, see How to order BitBox products from the official shop.
How to find your order overview
After placing an order in the BitBox shop, you receive an order confirmation email. This email contains a link to your order overview, where you can check payment status, shipping status, and tracking information once the order has shipped.
If you are searching for your BitBox order status but cannot find the confirmation email, open the Find my order page and enter your order ID.
Payment status
The payment status tells you whether your BitBox order has been paid and can move toward shipping.
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Fully charged: Your order is fully paid. -
Confirmed BTC payment: Your order is fully paid in Bitcoin. -
Unconfirmed BTC payment: Your Bitcoin payment has not been confirmed yet. Please wait up to 24 hours. -
Not charged: Your order has not been paid yet. Use the Pay for order button on the order overview to pay. If you pay by bank transfer, the status remains Not charged until the transfer has been received and assigned to your order.
Unpaid orders are not shipped. Orders with the status Not charged are automatically cancelled if they remain unpaid for 20 days.
For details about available payment methods, payment confirmation, bank transfers, Bitcoin and Lightning payments, and card or PayPal payments, see How to pay for your BitBox order.
Shipping status
The shipping status tells you whether your BitBox order has already left the warehouse.
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Fulfilled: Your order has been shipped. Tracking information is available on the order overview. -
Unfulfilled: Your order has not been shipped yet. -
Partially fulfilled: Some items in your order have already been delivered or handled separately, for example if you purchased a BitBox support call.
If you want to cancel an order, check your order overview. A cancellation request is possible there only while the order is still unfulfilled.
Order processing
BitBox orders are processed and shipped from warehouses in Switzerland and Germany. Processing starts after your order is paid. This usually takes one business day, but bank transfers and manual payment allocation can take longer.
Estimated delivery after dispatch
The delivery estimates below apply after your order has been paid, processed, and dispatched from the warehouse.
| Region or country | Carrier | Estimated delivery | Notes |
|---|---|---|---|
| Switzerland and Liechtenstein | Swiss Post (A-Post) | 1-2 business days | |
| Germany | DHL Parcel or UPS Express | 2-3 business days | Express option available |
| European Union (EU) | UPS Standard or UPS Express | 2-3 business days | Duties and taxes included where available; express option available |
| United States | UPS Express Saver | 2-3 business days | Duties and taxes included where available |
| Rest of world | UPS Express Saver | 3-4 business days | Duties and taxes included where available |
Delivery estimates are approximate and can vary because of payment processing, weekends, public holidays, customs clearance, carrier delays, local delivery conditions, or address issues.
For customs and import fee details, see Will I pay import duties or taxes on my BitBox order?.
Neutral packaging and sender address
BitBox orders are shipped in neutral, nondescript packaging. The outside of the parcel deliberately avoids words such as BitBox or hardware wallet to help protect your privacy.
For the same reason, your shipping label may use neutral sender information instead of BitBox.
Neutral sender information is expected
Your shipping label or tracking page may show Joe Keller, Shift Germany, Shift Switzerland, or a fulfillment partner instead of BitBox. This is normal and helps keep hardware-wallet wording off the outside of the parcel.
Shipments to the EU
Orders shipped to the European Union are sent from our warehouse in Stuttgart, Germany. The sender on the shipping label can appear as:
Shift Germany
Joe Keller
Hoehenstr. 10
70736 Fellbach
Germany
UPS tracking may also show c/o Copiaro Fulfillment, our fulfillment partner in Germany.
Shipments to the rest of the world
Orders shipped outside the European Union are sent from our warehouse in Switzerland. The sender on the shipping label can appear as:
Shift Switzerland
Joe Keller
Soodmattenstrasse 4
8134 Adliswil
Switzerland
What to do if your parcel is stuck or lost
If tracking has not updated for more than 7 days after dispatch, or if the carrier reports the parcel as lost, contact BitBox Support through the official contact form.
Please include:
- your order ID;
- your tracking number, if available;
- any additional information shown by the carrier.
Submit your request through the official BitBox contact form. For more details about what to include and what happens after you submit a request, see Contact BitBox Support.
Frequently asked questions
Where can I track my BitBox order?
You can track your BitBox order from the order overview linked in your order confirmation email. Once your order has shipped, the tracking information will appear there. If you cannot find the email, open the Find my order page and enter your order ID.
Can I cancel my BitBox order?
You can request a cancellation from the order overview only while the order is still unfulfilled. If the order has already shipped, cancellation is no longer available from the order overview.
Why is my bank transfer order still marked as not charged?
Bank transfer orders remain marked as Not charged until the transfer has reached the payment processor and has been assigned to your order. This can take several business days depending on the bank transfer.
Why does my parcel not say BitBox on the label?
This is intentional. BitBox uses neutral packaging and neutral sender details to avoid revealing that the parcel contains a hardware wallet.
Can I ship to a PO box or packing station?
Delivery to a PO box, post office, or packing station is possible only under specific conditions and is most reliable with DHL in selected countries. See Can you ship to a PO Box or packing station? before placing the order.
What if I want to return my order?
If you want to return an unused BitBox order, see How to return your BitBox order. If your device appears defective, follow How to replace a defective BitBox02 instead of starting a normal return.
Where can I get help with my order?
Use the official BitBox contact form for order and shipping questions that are not answered in the Knowledge Base. Include your order ID or tracking number when available.