Customer Help
Most frequently asked questions
Common purchase questions
Orders and Shipping
After placing an order the account will automatically be generated. The login details will be sent to your email address.
You can also create an account from My Account page.
You need to log in to your account from My Account page and click addresses. There you can change the shipping and billing address.
We ship all orders only after payment confirmation. Typically, orders are dispatched within 48 hours of payment being confirmed.
Estimated delivery time is approximately 10 to 15 business days, depending on the shipping address.
Go to Track Order page and enter the Order ID and Email Address that you’ve used when placing the order.
From there you can check the status of your order.
Once your order has been shipped, the courier tracking code and link will be sent to your email so you can track its location.
We are pleased to offer DDP (Delivered Duty Paid) shipping, ensuring you pay no customs taxes for a seamless, cost-effective international delivery.
With a 100% delivery success rate, we guarantee reliable shipping, even to countries where cryptocurrency mining is restricted, backed by dedicated support for smooth customs clearance.
All parcels are securely packaged and include an authorization of use to help prevent delays during inspection.
Your satisfaction and a hassle-free experience are our top priorities.
All our machines come with a power supply (PSU) included.
We offer free tracked & insured worldwide shipping.
No matter which country you’re from we guarantee a 100% delivery rate and will make sure you get the ordered mining equipment.
If you order at least 10 units from the same model of miner a bulk discount will automatically be applied in your cart.
Bulk discounts are different depending on the purchased quantities.
Common return / refund questions
Returns and Refunds
We offer free returns and instant refunds for our customers.
If the machine arrives damaged or has a malfunction you have a 30 days period that you can return / exchange the product.
If for any reason you changed your mind and don’t want the product(s) anymore we offer free returns within 30 days from shipping the order.
In case it may happen to receive the wrong product(s), no worries! We will reship the correct order to you free of charge.
In case that your order arrived damaged, we got you covered.
We offer insurance in case of damage for all shipped orders, so in case that one or more machines arrive damaged just contact us and we will replace it asap.
If you wish to make a return, please complete the return form.
Once submitted, our team will guide you through the next steps.
We offer 24/7 customer support via phone, email, WhatsApp, and Telegram.
For any issues, please refer to the contact details on our Contact Us page.
In case the shipping address is incorrect just go to My Account page and edit the address from there or email us at [email protected] with the order number and correct address.
In case the order was not shipped you can change or cancel the order.
If the order was shipped you have to wait for it to arrive and then contact us if you wish to change or return the product(s).
Yes, we offer pre-order for machines that are out of stock or that will be released shortly.
Common payment questions
Payment and Security
We accept cryptocurrency payments via BTCPay, Coinbase Commerce, and Cryptoniq. Supported currencies include Bitcoin (BTC), Ethereum (ETH), USD Coin (USDC), Tether (USDT), and other major cryptocurrencies using the most popular wallets.
Escrow payments in cryptocurrency are also available upon request for all orders.
Yes, we use secure and trusted payment gateways like BTCPay and Coinbase Commerce to process all crypto transactions. These platforms are designed to ensure the safety and integrity of your payments.
Yes, we accept escrow payments, and all our payment processors are reputable platforms that prioritize transaction security.
To ensure customer satisfaction, we also offer a 30-day money-back guarantee on all orders.
Orders are processed once the cryptocurrency payment is confirmed on the blockchain. Confirmation times can vary depending on network congestion but typically occur within a few minutes to an hour.
Yes, after your payment is confirmed, you will receive an email confirmation detailing your order and payment information.
If your payment hasn’t been confirmed within a reasonable time frame, please contact us via email at [email protected], phone at +44 7537 175595, WhatsApp at +44 7537 175595, or Telegram at @hexminers_com.
Common warranty questions
Warranty and Repairs
We provide a 1-year international warranty on all mining hardware. This warranty covers manufacturing defects and hardware malfunctions under normal operating conditions.
The warranty includes coverage for hardware failures due to manufacturing defects. It does not cover damage resulting from misuse, unauthorized modifications, or external factors such as power surges.
To start a warranty claim, please contact our support team with your order details and a description of the issue.
Once your claim is approved, we will provide instructions for returning the faulty unit. After receiving and inspecting the unit, we will repair or replace it as necessary and return it to you.
Yes, we offer repair services for products that are out of warranty. Please contact our support team for more information on repair options and associated costs.
Warranty repairs are free of charge for issues covered under the warranty.
The repair process typically takes 7-14 business days from the time we receive the faulty unit. This timeframe may vary depending on the complexity of the issue and parts availability.
Common bulk order questions
Bulk Orders and Wholesale
Yes, we offer competitive discounts for bulk purchases. The discount rate varies based on the quantity and specific models ordered.
Bulk discounts are automatically applied to the cart depending on the quantity selected, and tiered pricing is clearly displayed on each product page.
To purchase in bulk, simply add the desired quantity of miners to your cart (minimum of 10 units), and the bulk discount will be automatically applied.
Yes, wholesale pricing typically applies to orders of 10 units or more. However, we are flexible and can discuss your specific needs to find the best solution.
We accept cryptocurrency payments through BTCPay and Coinbase Commerce for all orders, including bulk purchases. These platforms support various cryptocurrencies such as Bitcoin (BTC) and Ethereum (ETH).
Yes, we ship bulk orders worldwide using reliable courier services. Shipping costs and delivery times may vary depending on the destination and order size. Our team will provide detailed information during the ordering process.
Absolutely. Once your order is dispatched, we will provide you with tracking information so you can monitor the shipment’s progress until it reaches your location.
Yes, our commitment to customer satisfaction extends beyond the sale. We offer after-sales support to assist with setup, troubleshooting, and any other inquiries you may have.
Depending on your needs, we can discuss additional services such as extended warranties, priority support, and tailored solutions for large-scale mining operations. Please contact us to explore these options.
Common account management questions
Account and Order Management
An account is automatically created for you when you place your first order. After completing your purchase, you’ll receive an email with your login details.
You can track your order by visiting the Track Order page on our website. Enter your order details to view the current status of your shipment.
To access your account, go to the My Account page on our website. Use the login credentials sent to your email after your first purchase.
If you’ve forgotten your password, go to the My Account page and click on the “Lost your password?” link. Follow the instructions to reset your password.
If you need to update your shipping address after placing an order, please contact our support team as soon as possible.
After logging into your account on the My Account page, you can view your order history, including details of past purchases and their statuses.
Yes, we take your privacy seriously. Please refer to our Privacy Policy for detailed information on how we protect and use your personal data.