Open your BitBox order overview to check payment status, shipping status, and tracking information. You can reach it through the link in your order confirmation email or through the Find my order page using your order ID.
Find your order and tracking information
Your order confirmation email contains your order ID and a link to the order overview. If you cannot find it, check your payment confirmation email or invoice for the order ID, then enter it in the Order ID field on the Find my order page and select Search. Your order details will open.
Once your order has shipped, tracking information is available in the order overview. Open the tracking link to see the carrier’s delivery updates. If you cannot find your order ID, contact BitBox Support for help locating your order.
Understand your payment and shipping status
Payment status and shipping status describe different stages of your order. An order confirmation means that the order was created; a separate payment confirmation means that payment has been processed and assigned to it. Unpaid orders are not shipped.
Payment status
| Status | Meaning and next action |
|---|---|
| Fully charged | Your order is fully paid and can proceed to processing and shipping preparation. |
| Confirmed BTC payment | Your Bitcoin payment is confirmed and your order is fully paid. |
| Unconfirmed BTC payment | Your Bitcoin payment has not yet been confirmed. Allow up to 24 hours; contact Support if the status remains unchanged after that. |
| Not charged | Payment has not yet been received and assigned to your order. If you have not paid, use Pay for order in the order overview. If you have already paid, allow time for processing rather than paying again. |
Bank transfers usually take 2–5 business days to process. If you have already sent the transfer as instructed, an automated payment reminder does not mean you need to pay again. If a transfer remains unconfirmed after five business days, or another payment has an error or uncertain result, contact Support before making another payment.
Orders that remain unpaid with the status Not charged are automatically cancelled after 20 days. For payment instructions and method-specific questions, see How to pay for your BitBox order.
Shipping status
| Status | Meaning and next action |
|---|---|
| Unfulfilled | Your order has not been shipped yet. Check the payment status to see whether payment is still pending. |
| Fulfilled | Your order is marked as shipped. Open the tracking information in the order overview for the carrier’s progress and delivery updates. |
| Partially fulfilled | Some items have been delivered or handled separately, for example a BitBox support call. Check the order details and tracking for the physical products. |
Processing and estimated delivery times
Order processing starts once payment has been received and assigned to your order. Average handling time is one business day. Payment processing, including bank-transfer processing, comes before this stage.
The estimates below describe delivery after dispatch from the warehouse, in addition to payment processing and handling time. Check the shipping method selected for your order; available options depend on the destination.
| Destination | Standard delivery | Express delivery |
|---|---|---|
| Switzerland and Liechtenstein | Swiss Post for small parcels or UPS Standard for larger parcels: 2–3 business days | UPS Express: 1–2 business days |
| Germany | DHL Parcel: 2–3 business days | UPS Express: 1–2 business days |
| Other European Union countries | UPS Standard: 2–3 business days | UPS Express: 1–2 business days |
| United States | UPS Express Saver: 2–3 business days | UPS Express: 1–2 business days |
| Other destinations | UPS Express Saver: 3–4 business days | UPS Express Saver: 2–3 business days |
These are estimates, not guaranteed arrival dates. Weekends, public holidays, customs clearance, carrier delays, local delivery conditions, and address issues can affect delivery. The BitBox shipping policy provides the shipping information behind these estimates.
For import-charge responsibility, check the duties and taxes information shown for your order at checkout. See import duties and taxes on BitBox orders for details.
Neutral packaging and sender details
BitBox orders use neutral outer packaging without wording such as “BitBox” or “hardware wallet” to help keep the contents discreet. The shipping label or tracking page may therefore show Joe Keller, Shift Germany, Shift Switzerland, or a fulfillment partner.
EU orders ship from Germany; orders outside the EU ship from Switzerland. The sender details can appear as follows:
| Orders to the European Union | Orders outside the European Union |
|---|---|
| Shift Germany Joe Keller Hoehenstr. 10 70736 Fellbach Germany |
Shift Switzerland Joe Keller Soodmattenstrasse 4 8134 Adliswil Switzerland |
Copiaro is the brand used by Hodlmayr GmbH, our fulfillment partner in Germany. Your shipping label or tracking information may therefore show Hodlmayr GmbH or c/o Copiaro Fulfillment. Both names refer to the same fulfillment partner.
To check whether a shipment belongs to your order, use the tracking information in your order overview rather than relying on the sender name alone.
Delayed, stuck, or missing parcels
Open the carrier’s tracking page from your order overview and read the latest update. It may show a delivery attempt, collection instructions, or a customs-related request.
If tracking has not updated for more than seven days after dispatch, or the carrier reports the parcel as lost, contact BitBox Support. If tracking says delivered but you have not received the parcel, contact Support and describe the discrepancy.
Include your order ID, tracking number if available, and the latest carrier update or error message. This gives Support the information needed to review the shipment. Do not include payment credentials or wallet secrets.
Cancellation and returns
If you want to cancel an order, open the order overview promptly. While the order is still unfulfilled, you can request cancellation by selecting a reason at the bottom of the order page and submitting the request. Eligibility is checked before cancellation; an order that has already been packaged or shipped can no longer be cancelled.
If cancellation is no longer available, see How to return your BitBox order for the conditions and procedure. For a defective device, follow How to replace a defective BitBox02.