Order terms.

This document covers orders for physical PENGER kits placed through this shop. Read it together with your selected configuration, checkout summary and the published sales terms in section 07.

Seller information

PENGER

For questions about the product or your order, use the PENGER contact page. Do not include a recovery phrase or private key in any message.

The order summary identifies the plates, optional leather sleeves, sleeve colours, optional punch tool and number of kits you selected. Review each item before continuing to payment.

• Check the number of plates and kits, including any additional plates.
• Check whether each plate has a sleeve and whether its colour is correct.
• Check whether you have included the optional punch tool.

Printed instructions, a practice template and a marking pencil accompany each kit. Product photographs illustrate the configuration; use the itemised summary to check what you are ordering.

Checkout calculates the total from your configuration, quantity, delivery selection and any accepted promotional code. Review the displayed currency and total before authorising payment.

If the selected payment provider presents a converted amount, check that amount and currency on its payment screen. Your bank, wallet or payment provider may apply its own fees or exchange rate; consult that provider’s information.

Enter your contact details, choose an available delivery method and review the order summary. Checkout asks you to confirm that you have read these terms before submitting the order.

Check your email address and delivery details carefully. For collection-point delivery, verify the selected location. Contact support promptly if you notice an error after submission; whether a change is possible depends on the order’s progress.

A saved order and a confirmed payment are separate states. Use your order page to check the current payment and delivery status.

Only payment methods available for your order are shown at checkout. Follow the instructions for your chosen method and check the order page for confirmation.

• Online payments. The order page reflects the payment status verified with the provider. Returning from a payment screen does not by itself confirm payment.
• Bank transfer or payment on delivery. Where offered, the order remains unpaid until receipt of payment is confirmed.
• Cryptocurrency. Where offered, use the exact asset, network, amount and instructions shown for your order. Check the status before attempting another payment.

If payment appears pending or an attempt is interrupted, return to the existing order page before starting again. Contact support with your order reference if the result is unclear.

Available destinations, delivery methods and charges are displayed during checkout. Carrier transit time begins after dispatch; it is separate from production or order-preparation time.

Check the order page for fulfilment updates and tracking details when available. If a parcel arrives damaged or appears incomplete, keep the packaging and contact support with the order reference and photographs of the issue. Never photograph or send a plate that exposes your recovery information.

Orders are preorders. The checkout shows the amount payable in EUR, including the selected delivery tariff. Production and dispatch dates are confirmed by PENGER. For order changes or questions, contact contact@mypenger.com. Keep your order reference and payment confirmation.

For an existing order, contact support with your order reference and a description of the issue before sending an item back. Do not send a plate containing recovery information. Ask support how to document a product issue without exposing your keys.

An order marked cancelled does not by itself confirm a refund. Check the payment or refund status on the order page and contact support if you need clarification.

PENGER is a physical backup tool. You create and verify your backup yourself. PENGER does not hold your keys and cannot reconstruct a lost recovery phrase or passphrase for you.

• Read the setup guide and practise before marking your plate.
• Verify every encoded word and its position against your wallet’s original backup in a private environment.
• Keep the plate, recovery phrase and any separate passphrase secure. Do not enter real recovery information into support forms or website tools.
• Follow the tool instructions when marking metal, and keep tools and small components away from children.

A durable backup does not prevent theft, disclosure, an incorrect transcription or loss of access to its storage location. Material durability is separate from recovery accuracy. Read the technical whitepaper for the backup design and its limitations.

Contact and delivery details are used to handle your order. Depending on your chosen checkout method, payment and delivery providers process information needed to complete payment and fulfil delivery.

Checkout does not subscribe you to marketing. PENGER never needs your recovery phrase or private key. Read the privacy and cookie information for further details.

Keep your order-access link private: it provides access to order information. If you need to find an order again, use Find my order.

Keep a copy of your order summary, payment confirmation and the terms supplied for your purchase. When contacting support, include your order reference, the email used at checkout and a clear description of your request.

Questions about availability, delivery, payment, returns or product use can be sent through the contact page. Never send recovery phrases, private keys or photographs of an encoded plate.