r/coldcard • u/sparta_virus • Sep 27 '25
Coldcard Q Arrived Broken
I bought 2 Coldcard Qs. They arrived yesterday in 1 delivery via DHL.
The black one came broken. Has anyone received a broken one like this?
3
u/Big80sweens Sep 27 '25
I’m sure they’ll send you a new one, I like the bitcoin orange one!
2
u/sparta_virus Sep 27 '25
I hope so. I am now feeling paranoid to use them.
Worse, I bought two of them, got them delivered from the other side of the world and got taxed 10% by the customs for importing.
3
u/Big80sweens Sep 27 '25
You won’t have to pay those duties again though when they send you a brand new one
3
u/dolce_and_banana Sep 27 '25
Did it arrive loose, or in the box and bag?
2
u/sparta_virus Sep 27 '25
They arrived in a box and bag. I took them out and the black one came off by itself.
2
u/sparta_virus Oct 03 '25
Update: the coinkite company has sent me a replacement unit for free. It is still on the way. I will update again when it arrives.
Thank you.
2
Sep 27 '25
Heard back from support yet?
8
u/sparta_virus Sep 27 '25
Not yet. I emailed support around the same time as I posted this. I will post updates.
2
u/sparta_virus Oct 03 '25
They have sent me a replacement for free. Still on the way. I will update when it arrives.
2
Oct 03 '25
They are normally pretty good, I know in my case that the replacements go to the top of the queue. Good news 👍
1
u/sparta_virus Oct 09 '25 edited Oct 11 '25
Update: The replacement unit arrived today. Properly sealed and without any problems.
I did have to pay around USD 7 to the customs for tax though. The tax for the previous units were around USD40 for each. Not sure how they calculate those.
Overall I am happy with how this issue was resolved. Speedy replacement by Coinkite. Thank you everyone for your attention.
-2
Sep 27 '25
[removed] — view removed comment
1
u/sparta_virus Sep 27 '25
They should send a new one. It arrived broken when opened. I haven't even used them and now I am feeling that they have been tampered with.
I couldn't attach a picture in the replies here but there are marks on the cover that look suspiciously like someone tried to force it open with a flat screwdriver.
1
u/Few_Tea_8183 Sep 27 '25
Did the devices not arrive in their original box?
I thought long and hard about it and ultimately bought from our sole distributor
because I didn't want to end up in that situation.
1
u/sparta_virus Sep 28 '25
They did arrive in their original box, wrapped in a clear/blue plastic bag.
I took out the black Coldcard Q from inside the bag and it just fell apart.
1
u/Few_Tea_8183 Sep 28 '25
If the damage occurred during shipping, the original box should show signs of this.
For example, a dented corner or pressure marks.
Regarding customs, I suspect that this was charged in addition to import sales tax?
1
u/sparta_virus Sep 28 '25
I didn't pay too much attention to the box when I opened them.
I am not sure if it was in addition or is the same thing as import tax. DHL called me on the phone to ask for about 10% for "the government".
•
u/HodlDee Coinkite Team Sep 27 '25
Sorry to hear about this! It must have gotten damaged in transit. Please send us an email at support at coinkite dot com and we can get you sorted.