Order & delivery

Special notice for Hongkong and Brazil packages:

  • HongKong: If your receiving address is HongKong, please provide your full Chinese name, or the logistic company will not deliver the package.

  • 香港: 如果收件地址為香港,請填寫收件人的中文全名,否則物流公司會拒絕配送包裹。

  • Brazil: Por favor, contenha seu Cadastro de Pessoa Física (CPF) na linha de endereço de acordo com a exigência aduaneira brasileira, ou o pacote não será entregue. Obrigado pela sua compreensão!

  • Brazil: Please contain personal tax number (CPF) in the address line according to Brazilian customs requirement, or the package will not be delivered. Thanks for your understanding!

What are the payment methods?

There are two payment options on our homepage: PayPal and Coin payments.

Paypal could accept MasterCard / VISA Card / Credit Card / Debit Card, etc.

Coin payment accepts BTC, ETH, BNB Coin (Mainnet).

Please feel free to choose the payment method as you like.

My order got cancelled, why is that?

The first possibility is that you might have created several orders at the same time. Please kindly check your e-mail for further details.

If indeed there are multiple orders placed at the same time, but with only one paid, then please don’t worry. The paid order will be shipped in time and you will receive a delivery notification later.

If you find only one order and it is cancelled, please check if you pay the order via crypto payment. It could be possible that the transaction fee is too low, causing the transaction unconfirmed. Please check the payment status on the chain. If the payment is indeed not successfully, you might need to create another order and pay again.

How can I track my package (get a tracking number)?

A SafePal package will be shipped within 12-24 hours after a new order is placed. Once the package is sent, you will receive a shipment confirmation email, which contains the tracking number for your package. Please make sure your email is correctly filled in.

How long will I receive the parcel after the order is placed?

Shipping speed in different countries or regions varies a lot. Most country usually takes 6-15 days to deliver.

After the order is placed, the logistics tracking information will be displayed in the order reminder email.

Can I change the shipping address after I placed an order?

The shipping information can be changed before the package is sent. Once the package is sent, the shipping address can no longer be altered. We usually send out the package within 12-24 hours after an order is place. To change the shipping information, please email shop@safepal.io.

Why haven't I received the package after so many days? And the tracking number has not been updated?

Dear user,

Thank you for your patience, and many apologies for the inconvenience.

After an order is placed, it usually takes 24-48 hours for us to process the order and send out the package. Once a package is sent, the tracking number will be updated in the system within another 24 hours.

It takes different time for the packages to reach different countries. For developed countries such as the USA, Australia, Canada, United Kindom or Germany, the logistics transportation will usually take 5-7 days for the standard shipping. For other countries on the globe, the time needed for transportation varies.

SafePal is now working with 4 logistics vendors to make sure global users can access our product and services equally. Unfortunately, once the package leaves our hands, we, like the users, will have to depend on the logistics partners to update and track the package along the way.

No even the logistics vendors themselves can guarantee the time needed to ship a package to a specific country, because it usually depends on different factors including the traffic capacity, weather conditions, local customs efficiency and local logistics services. One change in these factors could lead to the delay of the package delivery.

According to our previous shipping experiences, there are indeed some cases in remote countries where delivery time is much longer than the average level. The longest delivery took 35 days until the package reaches in the customer’s hands.

Apart from the factors mentioned above, another special factor is the local customs clearance procedure. Due to the different local customs policies in different countries, in some regions or countries, users will have to contact the local logistics companies for inquiries or pickups, or need to cooperate with the customs clearance. In such a case, the delivery circle will take longer if the customer misses the message sent from the logistics vendor or local customs authorities. (For more details about the local customs clearance, please refer to next FAQ)

If you have been waiting for a package for a long time, please send your order number to us at shop@safepal.io, we will try best to help track the package and update the tracking history to you. Thank you for your understanding. We deeply appreciate your cooperation.

Still haven’t received my package. What could be the reason?

During the shipment process, there are several steps that could cause a delay in delivery:

Insufficient order information

For each order from our homepage, we will need the shipping info from the user for shipment purpose, including complete address, zip code, country, and phone number. If any of this information is lacking, our Customer Support team will contact the user for further info, and ship the package later.

Custom clearance

When the parcel arrives at the destination country, it needs to pass random inspection by the customs. This is where most of the delays actually happen.

Import taxes, customs duties and any fees associated with the clearance process may be applicable and charged by the carrier and/or customs agencies.

SafePal does not collect this fee. Please contact your local customs services for more detailed information before placing your order. Refunds will not be given if you refuse to pay any applicable taxes or customs fees.

When importing goods to any country, taxes/duties may be charged based on the destination country's import regulation. Each country, however, has a different duty & tax rate, and sometimes the customs post this charge based on random selections. Therefore we are unable to specify the duties & taxes for each country in advance.

Please note that the shipping fee which you have paid does not include any taxes/duties. Your understanding will be highly appreciated.

Package lost

In rare cases, your package may be lost during the transportation. In such a case, we will open an investigation process and give you a solution.

What should I do if my package is damaged?

Should the package be damaged, please contact us via shop@safepal.io and send us a picture of the damaged product. Our customer service team will assist you in this case as soon as possible.

How do I pay by credit card or Debit Card?

1.After adding SafePal S1 to the shopping cart, fill in "Contact information" and "Shipping address" and click "Continue to shipping".

2.Confirm the details again and click "Continue to payment".

3.Choose PayPal as your payment method,and click on “Complete order”.

4.At the PayPal log in Page,choose "Pay with Debit or Credit Card" below the "Log in" button.

5.Fill in all Debit or Credit Card information click “Pay Now”.