Frequently Asked Questions

Return eligibility depends on the After-Sales Terms, product condition, authorization status and applicable consumer protection laws. Do not ship hardware back without an approved repair or return reference. A change in expected network performance or rewards is not automatically a product defect.

Choose a product and review its profile, stock status, regional version, connectivity, included accessories, dispatch estimate and warranty. Select any required variation, add it to the cart, enter accurate billing and shipping details, review the policies and enabled payment method, then submit the order.

Shipping is currently unavailable to North Korea, Iran, Syria, Cuba, Sudan, Somalia, Ethiopia, Libya, Yemen, Madagascar, Afghanistan, Kashmir, and Kenya because of ongoing conflicts, sanctions, carrier restrictions, or operational limitations. We cannot provide shipping estimates or accept orders for delivery to these destinations at this time.

Eligible manufacturing defects and verified shipping damage are handled under the product warranty and After-Sales Terms. Inspection determines whether repair, replacement, or another remedy applies. Unauthorized modification, misuse, unsuitable power, and environmental damage may be excluded.

Basic setup is usually straightforward for users familiar with networking and electrical safety. Industrial ASIC miners still require correct voltage, ventilation or cooling, noise planning, network access, and safe installation.

Helium Mining connectivity is available across the United States, the United Kingdom, Europe, Russia, and most supported international markets. Use our country availability checker to confirm your destination.

Each product page shows its current status. In Stock, Batch Order, Pre-order and Out of Stock do not mean the same thing. Allocation is finalized after cleared payment; use the dispatch estimate shown for the selected product.

Yes. Every miner includes an Ethernet port. If Helium Mining connectivity is unavailable in your country or installation location, connect the device to a standard internet router with an Ethernet cable. The miner will then communicate with the mining pool through the conventional internet connection.

Open Serial Support and provide the model, serial number, order number, firmware version, network or platform, dashboard or app screenshots, power conditions and a clear description of the issue. Never send wallet recovery phrases, private keys or passwords.

The product page lists the power adapter, cable, antenna and other accessories included with that model. Do not assume every accessory is included; confirm the input range, connector and local plug requirements before checkout.

We use established international carriers and freight partners, including DHL and UPS where available. The final carrier depends on the destination, warehouse, shipment size, and customs route.

Use the order action to confirm that the transfer was sent and retain the bank receipt. If support requests proof, provide the receipt with the order number so the payment can be matched.

No. Calculator results are illustrative estimates based on current inputs and current market and network data. Coin price, network difficulty, pool fees, electricity, downtime, taxes, shipping and maintenance can change actual results.

The order updates after the required blockchain confirmation is detected. Network congestion and transaction fees affect timing; many payments confirm within an hour, but this is not guaranteed.

For shipped hardware orders, the commercial invoice or required shipping documentation is provided electronically and, where required, with the shipment. A copy of the invoice will also be sent to your registered email address, and once the order is completed, you will be able to download the invoice as a PDF directly from your account. Where applicable, the device serial number will be added once the specific unit has been allocated or dispatched.

Review the website for current stock, supported regions, product manuals and firmware releases. You can also subscribe to product updates when available.

Contact support immediately. Unpaid orders can usually be modified or cancelled. A paid order may be changed only before allocation, packing or dispatch and may require a revised product price, shipping calculation or written approval.

Store prices are displayed in US dollars. Your bank or wallet provider may convert from your local currency at its own rate and may charge conversion fees.

Ask immediately. Before payment, an order can be left unpaid or cancelled. After payment, cancellation eligibility depends on whether allocation, custom preparation, packing or dispatch has started. Actual non-recoverable costs may apply as described in the Order Policy.

Where an adapter or cable is included, the available variation or confirmed destination determines the compatible option when possible. Always verify the device input voltage, connector and local electrical requirements before installation.

An approved refund is processed through the settlement method allowed by the Order Policy and payment channel. Blockchain transfers cannot be reversed automatically. Processing time can also depend on banks, payment providers and compliance checks.

Yes. ASIC hardware prices can change with manufacturer pricing, inventory, network economics, currency, and logistics costs. The current product page and confirmed quotation contain the applicable price.

Contact support immediately. A change cannot be guaranteed after allocation, export documentation or a shipping label has been prepared. Extra carrier, re-routing, return or storage costs caused by an incorrect address may be charged to the customer.

Yes. Notices are sent to the billing email. Registered customers can review orders in My Account; eligible guest orders can be checked through Track Order using the required order and billing details.

Helium Mining accepts the payment methods displayed at checkout, which may include Visa, Mastercard, bank transfer, and supported cryptocurrency payments.

The available payment options may vary depending on your country, card issuer, or local payment availability. In some locations, Visa or Mastercard payments may not be available, in which case you can simply choose another secure payment option such as bank transfer or cryptocurrency.

All available payment methods will be clearly shown at checkout before you complete your order.

Cash payments and cash on delivery are not available.

Create the order and use only the instructions shown in checkout, My Account or verified order communication. Bank instructions must match the order. For cryptocurrency, send the exact requested asset and network to the transaction-specific address.

You may use a compatible wallet or exchange that supports the exact asset and network requested. Confirm the address, network and amount before sending. Blockchain transfers are not automatically reversible, and an incorrect asset, network or address can cause permanent loss.

International transfers can take up to approximately six business days to clear, excluding official holidays and intermediary-bank delays. The order is confirmed after funds are received and matched.

Use the expiry shown on the payment or quotation. Crypto addresses and wholesale quotes can have transaction-specific validity because hardware and freight prices change. Contact support before sending funds to an expired request.

The current product price and available order totals are shown before payment. Shipping is calculated at checkout. For eligible destinations, the shipping charge includes DDP delivery, covering applicable import duties, taxes, and customs clearance. Commercial orders above 10 devices follow their Wholesale Quote.

We ship to most serviceable destinations through the available logistics network. Shipping is currently unavailable to North Korea, Iran, Syria, Cuba, Sudan, Somalia, Ethiopia, Libya, Yemen, Madagascar, Afghanistan, Kashmir, and Kenya because of ongoing conflicts, sanctions, carrier restrictions, or operational limitations. Availability for all other destinations depends on carrier coverage and local import rules at the time of ordering.

Shipping is calculated at checkout. For eligible destinations, the shipping charge includes DDP delivery, covering applicable import duties, taxes, and customs clearance. No additional import charges are due upon delivery.

It is the estimated dispatch date unless the page expressly says otherwise. Delivery time begins after the carrier receives the shipment and can be affected by customs, remote-area service, weather or carrier delays.

Use the dispatch estimate shown on the specific product page. In-stock, batch and pre-order products can have different preparation dates; the delivery estimate begins only after the shipment is dispatched.

The shipping method shows an estimate that begins after dispatch and is not guaranteed. Destination, customs clearance, carrier service, shipment size and remote-area handling can extend the timeframe.

Yes. Order status is available in My Account and Track Order. Carrier tracking is added after dispatch when supported by the selected carrier. Tracking means carrier scan updates and does not necessarily mean live GPS tracking.

Keep the device and all packaging, photograph every side of the package, the device, shipping label and visible damage, and report it within 48 hours. Do not discard evidence or return the device without authorization.

Report concealed transit damage within 7 days. Keep the original packaging and provide photographs, the shipping label, order number and a clear description. A remedy is determined after the claim is reviewed and accepted.

Not automatically. After evidence and eligibility are reviewed, the appropriate remedy may be diagnosis, parts, repair, replacement or refund depending on the accepted claim and applicable terms.

New eligible hardware includes a 365-day warranty unless a product page or written sales agreement clearly states a different valid coverage period. Check serial-linked status through Warranty Check.

Eligible manufacturing defects are covered after diagnosis and inspection. The remedy may be repair, an eligible part, replacement or another remedy under the Repair Policy and After-Sales Terms.

Exclusions may include unauthorized firmware or hardware changes, unsuitable power, incorrect installation, misuse, operation outside published temperature or humidity limits, liquid exposure beyond the stated IP rating, poor return packaging and damage not caused by an eligible defect.

The customer normally pays inbound shipping to the authorized repair destination. For an accepted warranty claim, Helium Mining pays standard return shipping after repair or replacement. Uncovered cases follow the approved paid quotation.

We target completion within 10 business days after the device is received and diagnosed. Shipping time, parts availability and fault complexity are outside that repair target and can extend the total timeframe.

No. Submit a Repair Request and wait for the case reference, approved destination and packing or customs instructions. An unauthorized return may be refused or delayed.

We may provide a diagnosis and paid-repair quotation. No paid repair should begin until the customer approves the quoted work and charges. Eligible paid repair work carries a 90-day warranty under the policy.

No. A change in profitability, coin price, network difficulty or normal performance variation is not by itself a product defect. Return and remedy eligibility depends on condition, authorization, the applicable terms and non-excludable consumer law.

With delivery, the physical miner is shipped to you. With hosted ownership, you purchase and retain ownership of eligible physical hardware while it is operated under a hosting contract. Your contract and account record the applicable device and service.

The activation target is within 1 business day after confirmed payment and completion of required contract details, subject to allocation, installation readiness and the Hosting & Cloud Agreement.

Hosted mining fees include the disclosed electricity rate, management fee, and pool fee. Hardware setup and deployment are included with zero setup fees.

The fees shown in your accepted Hosting Agreement remain fixed for the active contract term unless the agreement expressly provides otherwise. Any renewal pricing is disclosed before renewal.

The fees shown in your accepted Hosting Agreement remain fixed for the active contract term unless the agreement expressly provides otherwise. Any renewal pricing is disclosed before renewal.

My Account provides the full contract record: real-time and historical hashrate data, the mining pool associated with your contract, gross production, applicable fee deductions, including electricity, management, and pool fees, daily net settlement records, registered payout wallet, transaction references, downtime adjustments, and dispute requests.

The service target is 99% as defined by the Hosting & Cloud Agreement. Planned maintenance, customer-caused issues, pool or network events and qualifying external events are handled under that agreement.

You may request shipment, review a buyback offer or renew hosting under a new accepted term. Storage is free for 90 days after expiry; after that, $30 per device applies for each 30-day period following the required notices.

Hosted mining includes customer ownership of eligible physical hardware. Cloud mining provides only the selected algorithm or coin, hashrate and contract duration; it does not give ownership of a miner, serial number or residual hardware value.

Cloud-mining contract duration depends on the plan you select. Available options may include monthly plans and 365-day plans, as well as any other duration clearly shown on the relevant product page.

The selected contract duration, coin or algorithm, and hashrate will be confirmed in your order before activation.

The activation target is within 1 business day after confirmed payment and completion of required details. If activation exceeds the policy threshold, the remedies in the Hosting & Cloud Agreement apply.

Gross output is based on the allocated hashrate and applicable mining results. The dashboard then shows electricity and each disclosed fee or adjustment to reach net output. Network difficulty, coin price and pool results can change output.

No. Cloud-mining income is not guaranteed.

Mining returns can change over time depending on factors such as network difficulty, cryptocurrency prices, mining performance, pool results, electricity costs, applicable fees, and overall market conditions.

Any profitability or income figures shown on the website are estimates based on current conditions and should not be considered a guarantee of future earnings.

Applicable operating fees are deducted daily and displayed in the account dashboard through the mining pool associated with the contract. Net settlements are transferred monthly to the customer’s registered wallet to reduce the impact of on-chain transaction fees.

Payout and disbursement schedules differ depending on the service model:

• Hosted Mining: Net mining profits are calculated, reconciled, and disbursed daily directly to the customer’s registered external cryptocurrency wallet after daily operating deductions (electricity, management, and pool fees), subject only to standard nominal on-chain network transfer fees.
• Cloud Mining: Operating fees are deducted daily and displayed in the dashboard through the mining pool. Net earnings accumulate daily and are disbursed on a scheduled monthly cycle to the customer’s registered wallet to protect smaller hashrate allocations from frequent network transfer fees.

Any eligible post-activation refund is calculated pro rata under the Hosting & Cloud Agreement after deducting consumed service and permitted non-recoverable amounts. A pre-activation cancellation follows the applicable order and activation rules.

Open the settlement-dispute request from the relevant contract or contact support with the contract, period and disputed calculation. Continue using the current wallet and account details while the written review is pending.

Use suitable rated power, Ethernet, ventilation or approved cooling and the model manual. Locate the device using Find My Miner or a network tool, then configure the supported pool and wallet. Follow electrical and environmental limits.

Provide the serial number, model, order number, dashboard screenshot, kernel log, pool status, network details, temperatures, power conditions and a short video if requested. Do not send wallet private keys or passwords.

Use Firmware Downloads and select the exact model, hardware revision and regional version. Install only verified firmware, confirm the checksum where provided and follow the release instructions. Back up required settings before updating.

Checkout availability depends on the order type. An account is recommended for order history, device records, support cases and wholesale quotations. Always use accurate contact information that you can access.

We collect information needed to create and secure accounts, process payments, deliver orders, provide contracts and support, prevent fraud and meet legal obligations. Details, retention and legal bases are described in the Privacy Policy.

Identity or business verification is not routinely required. Limited verification may be requested where reasonably necessary for a refund to a different bank account, suspected fraud, account protection, payout validation, or compliance with a specific legal obligation.

Order information may be shared only with authorized company personnel and service providers that need it to process payment, prevent fraud, fulfil delivery, provide hosting or technical support, and comply with applicable law. See our Privacy Policy for details.

Contact Customer Support or use the privacy tools available in your account. Requests are handled subject to identity verification and records that must be retained for legal, security, tax, payment, warranty or dispute purposes.

Use Wholesale Quote when the combined order contains 11 devices or more, even if the quantity is split across different eligible models. Orders of up to 10 devices remain retail orders.