Frequently Asked Questions (FAQ)

  • Shop and Delivery

    • How long does the shipping take?

      Letter and Registered Mail:

      • Germany: 2-5 business days
      • EU: 5-10 business days
      • World wide: 2-3 weeks


      • Germany: 1-3 business days
      • EU: 2-5 business days
      • World wide: 5-10 business days
    • Pricing and VAT

      Nitrokey GmbH has a heterogeneous customer base consisting of private and business customers from Germany, the EU and non-European countries. In addition, international shipments are always associated with greater effort and higher costs for us (e.g. customs export declarations, warranty cases, returns). Through our pricing we try to create a fair balance between our expenses, German and international customers, private and business customers. For this reason, the gross price (incl. VAT) for German customers corresponds to the net price (excl. VAT) for all non-European customers. This approach has been verified under tax law and is legally sound.

    • How is the Bitcoin exchange rate calculated?

      At the time of ordering, our system takes the exchange rate from and adds 10% on top of it. The 10% are for our handling fees (exchanging Bitcoins back to Euro) and for the risk implicated by floating exchange rate. Consequently this fee is not refunded in case of an order revocation.

    • Returning goods

      To return a goods (e.g. Nitrokey):

      1. In case of a hardware defect, you can contact us and we will send you a shipping label.
      2. Pack the device in an air cushion envelope (not in an ordinary envelope!).
      3. Include the delivery slip or printout of the invoice with the shipment.
      4. Add a note of the reason for the return, e.g. "Withdrawal of the purchase" or "Exchange due to defect". It is sufficient to note the reason in handwriting on the enclosed invoice or delivery note.
      5. Address the mailing to our address.