We try our best to send out your coins within two minutes after you have authorised your order. Luckily, we succeed in this mission most of the time.
However, below are some possible exceptions. We always notify you by email in these cases.
- This is your first order (with a new bank account). In this case we will have to verify your order manually. If you make your first order outside of business hours it will most likely take longer.
- Your account documentation is not complete yet. Check your email inbox for further instructions.
- You have paid by bank transfer. We wait until the payment is credited to our bank account before we send out your coins. The price is fixed at the moment you place the order.
- The order you placed exceeds a certain limit. Depending on the payment method, we may put your order on hold for a so-called cooldown period (one time only) for a maximum 48 hours. You can find more information on the order form.
It is possible that the coins have already been sent to the address you specified, but the order remains on 'unconfirmed'. You can check on the blockchain yourself to see what transactions have been completed on the given address. You can visit blockchain.com and fill in your bitcoin address in to top right corner to find all transactions that have taken place.
When you click the link you can find websites on which you can find the transactions that have taken place for coins other than bitcoin.