1. Where we ship
ChinaBridge ships worldwide, subject to local law and the list of jurisdictions currently supported by our carriers and payment processors. The destinations available at checkout are:
Europe: Austria, Belgium, Bulgaria, Croatia, Cyprus, Czechia, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Iceland, Ireland, Italy, Latvia, Liechtenstein, Lithuania, Luxembourg, Malta, Monaco, Netherlands, Norway, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden, Switzerland, United Kingdom.
Americas: Canada, Mexico, United States (excluding restricted territories).
Asia-Pacific: Australia, Hong Kong SAR, Japan, Malaysia, New Zealand, Singapore, South Korea, Taiwan.
Middle East & Africa: Israel, Morocco, South Africa, United Arab Emirates.
If your country does not appear at checkout, we are not currently able to ship there. We update the list as our carrier coverage changes.
2. Shipping methods and costs
Prices below are in USD and apply per order (not per item). Exact fees for your destination are displayed at checkout in your preferred currency.
| Method | Cost | Delivery time | Signature |
|---|---|---|---|
| Standard — insured ground / economy air | $15 — free over $200 | 5–7 business days | Required |
| Express — priority air, full tracking | $25 | 2–3 business days | Required |
| Tracked Priority — next-flight-out, hand-to-hand | $40 | 1–2 business days | Required |
Delivery times are working days, counted from the moment we hand the parcel to the carrier. They exclude weekends and local public holidays.
3. Processing time
In-stock orders are dispatched from our fulfilment facility in Hong Kong within 24 to 48 hours of Order confirmation and successful payment. Orders placed on Friday after 14:00 HKT, or on a weekend, ship the following Monday. You will receive a shipment-confirmation email with a tracking link when your parcel leaves our warehouse.
4. Carriers
We use three carriers, selected to match the shipping method and the destination:
- DHL Express — international Express and Tracked Priority.
- SF Express — Standard within Hong Kong and Asia-Pacific.
- FedEx International Priority — selected destinations in Europe and Asia-Pacific.
Every parcel is insured and requires a signature on delivery. You may be able to reroute a parcel or pick it up from a depot directly through the carrier's tracking page.
5. Customs and duties
We ship Delivered Duty Paid (DDP) to the European Union and the United Kingdom — meaning the price you pay at checkout includes all import VAT, customs duties, and clearance fees for those destinations. No additional charge is collected on delivery. For domestic US orders, applicable state and local sales taxes are calculated at checkout.
For all other destinations we ship Delivered Duty Unpaid (DDU). Import duties, local sales or value-added tax, and any clearance fees are the responsibility of the recipient and are typically collected by the carrier before the parcel is released. We are not able to undervalue or relabel parcels, and we declare the full retail value on the customs form.
6. Tamper-evident packaging — and what to do if it is compromised
Every ChinaBridge device ships in a sealed box with a tamper-evident seal bearing a unique serial. On first boot, the companion software displays the expected serial for your device, so you can check it matches before you set up the wallet.
If the outer shipping box, the inner retail box, or the tamper-evident seal looks damaged, cut, re-glued, or otherwise suspicious when you receive your order, do not set up the device. Instead:
- Photograph the packaging and the seal from several angles, including the shipping label.
- Email [email protected] within 72 hours of delivery with your Order number and the photographs.
- We will open an investigation with the carrier and ship you a replacement at no cost, typically via Express.
We take supply-chain integrity very seriously and treat every report as a potential security incident.
7. Tracking and signature requirement
You will receive a tracking link by email as soon as your parcel is picked up. All ChinaBridge shipments require a signature on delivery — this is a deliberate security measure. If you will not be at the shipping address, we recommend choosing a safe alternative (a friend, neighbour, or pick-up location) through the carrier's interface, rather than authorising unattended delivery.
8. Lost or delayed shipments
If tracking shows no movement for more than five business days, please contact [email protected] with your Order number. We will open a trace with the carrier. If a parcel is confirmed lost in transit, we ship a replacement at no cost once the insurance claim is acknowledged — typically within two business days.
9. 30-day return policy
30-day return If you change your mind, you may return a ChinaBridge device within 30 calendar days of delivery, provided that:
- The device is unused and in its original condition.
- The tamper-evident seal is intact.
- All original accessories, documentation, and packaging are included.
For security reasons we cannot accept returns of opened devices unless the item is defective or covered by your statutory warranty rights. Once a hardware wallet has been powered on, it may have generated cryptographic material that cannot safely be transferred to another customer.
9.1 Return process
- Email [email protected] with your Order number and the reason for the return.
- We send you a Return Merchandise Authorisation (RMA) number and a pre-formatted return address within one business day.
- Pack the device in its original packaging. Write the RMA number clearly on the outside of the parcel.
- Ship it to us using a tracked and insured method. Return shipping is at the customer's expense, unless the device is defective, in which case we provide a pre-paid label.
9.2 Refund timing
We inspect every return on receipt. Provided the conditions above are met, we issue the refund to your original payment method within ten (10) business days of receipt. Card issuers then typically take between one and five additional business days to post the credit to your account. Bank transfers and crypto refunds are processed the same day we approve the return.
10. Warranty claims
ChinaBridge Vault and Vault Pro are covered by a two-year limited warranty; ChinaBridge Fortress by a three-year limited warranty. The full terms are in our Terms & Conditions of Sale, section 9.
To file a warranty claim, email [email protected] with your Order number, a short description of the fault, and, where possible, a photograph or short video. We aim to acknowledge every claim within one business day and to resolve simple cases within five business days. If the device is defective and the defect is covered by the warranty, we will, at our option, repair it, replace it with a new or refurbished equivalent, or refund the price you paid.
11. Exchanges
We do not offer direct exchanges. If you would like a different model, please return the original (under the 30-day policy) and place a new order. This keeps our returns flow simple and lets you benefit from any promotion currently live on the new model.
12. Shipments to business customers
Businesses purchasing on account may request a tax-compliant invoice with their company tax ID at checkout. Delivery terms remain the same as for consumers. Distance-selling and cooling-off rights that are reserved to consumers under EU law do not apply to B2B orders.
13. Contact
For anything shipping- or returns-related: [email protected] or +852 5803 1288 (Mon–Fri 09:00–18:00 HKT).
Dollar Media Technology Limited, Kam Fone Mansion, 16 Kam Fong Street, Mong Kok, Kowloon, Hong Kong — a Hong Kong registered company.