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FAQ

Common questions from Singapore buyers. If your question is not here, message us on WhatsApp at 9171 2373 or email hello@bitcoinwallet.sg.

Are you an authorized reseller?

Yes. BitcoinWalletSG is an authorized reseller for SafePal, Trezor, Tangem, and Cryptosteel. Each brand lists us on its official reseller or partnership page (safepal.com/en/reseller, trezor.io/resellers, tangem.com/en/partnership Asia tab, cryptosteel.com/resellers). We also stock OneKey on consignment direct from the brand. Every device we ship is sourced direct from the brand or its authorized distributor.

How do I pay?

On bitcoinwallet.sg you can pay by PayNow, bank transfer, card, or crypto. On Shopee SG and Lazada SG you pay through the marketplace as usual (their full range of payment options applies, including ShopeePay, Lazada Wallet, and card). For walk-in pickup at our Ang Mo Kio unit we accept PayNow, cash, or crypto. We do not have a card terminal on site; if you want to pay by card in person, place the order on our webstore first and self-collect.

How does shipping work in Singapore?

Standard delivery is 1 to 3 working days within Singapore via tracked courier. Orders confirmed before 14:00 on a working day are usually dispatched the same day. Self-collect at our Ang Mo Kio unit is free, by appointment. Pick a slot when you check out, or message us after the order to arrange a time.

Do you offer in-person setup?

Yes. We offer a paid 1-on-1 in-person setup service at our Ang Mo Kio unit, by appointment. Pricing is S$30 to S$50 depending on the device and runs about 15 minutes. The session covers unboxing with you, firmware check, PIN setup, generating your recovery seed (you write it down, we never see it), and answering your questions. Walk-in pickup of an order without setup is free; the setup service itself is paid. Hours are Monday to Friday, 10:00 to 16:30 SGT, by appointment. Address: 5 Ang Mo Kio Industrial Park 2A, #01-14, Singapore 567760.

What is the warranty and return policy?

All hardware wallets carry the manufacturer warranty:

  • SafePal: 1 year from device activation
  • Trezor: 2 years for individual buyers from purchase date
  • Tangem: 25 years on the cards
  • OneKey: 1 year from ship date

For warranty claims, contact us first at hello@bitcoinwallet.sg with your order number and a description of the issue; we coordinate with the brand on your behalf. Sealed, unopened devices can be returned within 7 days of delivery for a refund less return shipping. Opened or used devices cannot be returned, for security reasons (this is standard across the hardware wallet industry, since a device that has left a buyer's hands cannot be re-sold as factory-sealed).

Which wallet should I buy: Tangem, SafePal, OneKey, or Trezor?

Short version, by use case:

  • Tangem: the simplest option. A set of NFC cards, no cable, no battery, no screen. Tap on your phone to sign. Best for first-time buyers, smaller holdings, or anyone who wants the lowest learning curve. See the Tangem range.
  • SafePal: air-gapped via QR code, with a screen and buttons on the device itself. The S1 and S1 Pro never connect to your phone or computer over USB or Bluetooth. Good middle ground on price, security, and asset coverage. See the SafePal range.
  • OneKey: open-source firmware with the broadest chain coverage of the four brands we carry, including EVM chains, Solana, Bitcoin, and Lightning. The OneKey Pro adds a fingerprint sensor and air-gapped QR signing on top. Good for active multi-chain users who want one device across DeFi, Bitcoin, and stablecoins. See the OneKey range.
  • Trezor: the long-standing open-source option. The Safe 3 and Safe 5 use a secure element and a strong on-device screen for verifying transactions. Best for buyers who value mature open-source firmware and the Trezor Suite desktop app. See the Trezor range.

Not sure which to pick? Use our free Wallet Finder tool. Answer a few questions about how you hold and transact, and it points you at one model in under a minute. Or message us on WhatsApp at 9171 2373 and we will recommend one based on what you hold.

Is SafePal Cypher a wallet?

No. SafePal Cypher is a stainless steel seed-backup accessory, not a wallet. It does not generate a seed, sign transactions, or hold private keys on its own. Its job is to preserve the 24-word recovery phrase you generate on a separate hardware wallet (Trezor, SafePal, Tangem, etc.) against fire, water, and paper degradation over the years. Buy it together with a hardware wallet, not instead of one. See the SafePal Cypher product page.

What support do I get after buying?

Free post-purchase support over WhatsApp at 9171 2373, Shopee Chat (if you bought via Shopee), and Lazada Chat (if you bought via Lazada). Ask us about device setup, recovery seed handling, sending and receiving, and general self-custody questions. We respond within working hours, Monday to Friday, 10:00 to 16:30 SGT. The free support channels are remote (chat). The paid 1-on-1 in-person session is a separate service for buyers who want hands-on help.

Are these wallets safe and genuine?

Every device we ship is sourced from the brand or its authorized distributor and arrives with the manufacturer's tamper-evident seal intact. We do not stock grey-market stock, refurbished units, or returned units. On arrival, check the seal before opening; if anything looks tampered with, do not initialize the device, take photos, and contact us immediately. As a general rule, never use a hardware wallet that arrived with a pre-printed recovery phrase or any seed shown on a card or sticker. A genuine device generates the seed in front of you on first setup, and only you write it down.

Anything else a Singapore buyer should know?

A few practical notes:

  • We are a Singapore-registered company (Bitcoin Wallet Pte Ltd, ACRA registered). Invoices are issued in SGD.
  • We operate from an office cum warehouse, not a retail showroom. Visits are by appointment so we know to be on site.
  • Hardware wallets are tools for self-custody. We do not give investment advice, do not handle anyone's funds, and never ask for your recovery seed. If anyone (including someone claiming to be from BitcoinWalletSG) asks for your seed phrase, it is a scam. Hang up.
  • For accessories like metal seed backups (Cryptosteel, SafePal Cypher), pair them with the hardware wallet you actually plan to use. They are long-term backup for the seed, not a standalone product.
  • Want to go deeper on self-custody? Subscribe to our free newsletter at learn.bitcoinwallet.sg for SG-focused security best practices: seed phrase storage, inheritance planning, recognising scams, firmware update routines, and similar topics.

Still have questions? WhatsApp 9171 2373, email hello@bitcoinwallet.sg, or visit by appointment at 5 Ang Mo Kio Industrial Park 2A, #01-14, Singapore 567760 (Mon to Fri, 10:00 to 16:30 SGT).