If the shipping envelope or outer package arrives opened or damaged, first check whether the Ballet product packaging inside is still sealed and intact.
If the product packaging is sealed and undamaged, and all protected areas on the wallet are fully covered, the issue may be related to the carrier’s handling of the outer package. In this case, you can use the wallet as normal.
If the product packaging or any wallet security areas appear tampered with, do not load funds onto the wallet. Contact Ballet Support at support@ballet.com with your order number, tracking number, and clear photos so our team can review whether a replacement or other action is appropriate. Before contacting Ballet Support, please take clear photos of:
- The outer shipping package
- The product packaging
- Any damaged or opened areas
- The shipping label and tracking number
- The front of the Ballet product, without exposing the private key entropy or passphrase entropy
Ballet Support can review the case and advise on the next steps.