Help Center
To keep you informed about your order's progress, you will receive three key emails: Order Confirmation - This email confirms that we have received your order successfully. Your CoolWallet Order Update - This update will notify you that your order...
Will I have to pay customs fees when receiving my package?
Customs duties and taxes may apply depending on the shipping destination and the type and value of the items being shipped. The customer is responsible for covering any import costs, such as tariffs and taxes. If duties are required by...
After submitting your delivery address, our logistics partner will automatically calculate the shipping cost based on your location and display the amount for your reference.
Please message us on our FB, IG or web chat bot* to request an order cancellation. Once an order is placed, you cannot modify any details, including items or quantities. Please place a new order and return the original one. Note: If an...
What should I do if my package is damaged?
If your package arrives damaged, kindly submit a request and a photograph of the affected product by messaging on our FB, IG or web chat bot*. We will assist you with your concerns. *Located in the lower right corner of...
Why does my box look different from what's shown on the website？How do I check for tampering?
Please refer to the packaging contents as shown on the official website and ensure that the product you received has an authenticity label and is fully sealed. Although there are numerous websites offering cold wallets, the safest option is to...
What Tag/Memo should I specify when transferring XRP/ XLM / TON / ATOM to CoolWallet?
A destination tag, memo, or message is an additional address identifier in numeric or text form. It is commonly used to specify the recipient of transfers for assets like XRP, XLM, TON, and ATOM on centralized exchanges. However, when transferring...
How do I transfer cryptocurrency from an exchange to CoolWallet?
You can transfer cryptocurrencies supported by the CoolWallet App to your wallet address. To do this, you’ll need to generate a recipient address in the CoolWallet app.What you need to do: Download the CoolWallet App. Tap the "Receive" at the...