If an item cannot be delivered after you paid, non-delivery is a reason for a refund under the Refund Policy. Other items in the same order are still delivered.
Product pages show what can be bought when you look at them. Now and then an item becomes unavailable in the short time between your payment and the moment we prepare it.
01What happens to your order
- If the item can still be delivered a little later, your order stays in Pending delivery until it is ready.
- If the item cannot be delivered, non-delivery is one of the reasons for a refund in our Refund Policy. Support handles the refund for that item.
- If the order had other items, they are still delivered. When part of an order is refunded, the payment status shows Partly refunded.
02How the refund is paid
An approved refund goes back to your original payment method. If you have a KryptoMate account you can have it credited to your Mate Wallet instead, which is the instant option. Refunds are usually completed within 0–24 hours once approved.
See How will I get my refund and how long does it take? for the details.
03What you can do
- Order the same product again later, or choose another amount.
- Ask support whether a similar product can be bought.
04If you see this before paying
When you place the order you may see "One or more items in your cart are no longer available. Please review your cart and try again." Remove that item from your cart and continue with the rest. No order was placed.
On a product page, an amount that cannot be bought right now shows "Unavailable".
05If it did not go as described
- Your order has waited longer than the time on the product page: see I paid but have not received my order.
- A refund was recorded and you have not received it: see I was told my order was refunded but I have not received it.