FAQ - Frequently Asked Questions

All orders ship from Poland. We operate a single warehouse where products are packed and prepared for shipping. Foreign orders - including the USA - ship directly from Poland. We do not use third-party fulfillment or US-based warehouses.

We ship to countries compliant with the US export regulation 15 CFR Part 740, Supplement No. 3 - covering most of the European Union, USA, Canada, UK, Australia, Japan, and allied countries. The full list of available destinations appears in the cart once you enter your address. If your country is not shown, we cannot ship the current assortment there.

Delivery times counted from dispatch:

• Poland: 1-2 business days
• Czech Republic: 2-4 business days
• Romania, Hungary: 3-5 business days
• Other EU countries: 4-5 business days
• USA (FedEx): 1-2 weeks
• USA (USPS): about 3 weeks
• Rest of the world: about 4 weeks

Add 1-2 business days for packing. Pre-order products have individual lead times listed on the product page.

Shipping cost depends on the destination country, weight, and method chosen. You will see the exact amount in the cart after entering your address, before checkout. Available shipping methods display dynamically based on your country.

Yes. Free shipping thresholds:

• Poland: from 350 PLN
• European Union: from 200 EUR
• USA: from 200 USD
• Czech Republic: from 2000 CZK

The threshold applies to cart value after discounts and before VAT.

Yes - insurance is enabled by default on every shipment. You do not need to add or tick anything. In case of loss or damage in transit, we cover the cost per the carrier's claim procedure.

After dispatch you receive an automated email with the tracking number. Track your package on the carrier's website - the link is in the email. Status updates in your account panel typically appear within 24 hours of an event.

It depends on the destination country:

• USA: we handle customs clearance together with FedEx. We provide all required documents directly to the carrier - you receive the package without contacting customs. Import duties and taxes (if any) are paid by the buyer.
• Other non-EU countries: the local customs authority handles clearance. If your package is held - contact your local customs. On request, we'll supply additional documents needed for clearance.

No customs apply within the EU.

The standard VAT rate of 23% applies to most products. Books carry a reduced 5% rate - the difference is calculated automatically in the cart and invoice. Prices shown on the site are gross (VAT included) by default for Polish customers.

We apply the OSS (One Stop Shop) scheme - for B2C orders within the EU, we charge the VAT rate of the delivery country, not Polish 23%. No self-accounting required on your side. The invoice arrives by email after dispatch.

Yes - we apply the reverse charge mechanism. Condition: you must have an active EU VAT number (verified in VIES) and enter it at checkout. You pay net price; VAT is accounted for on your side under the intra-community supply rule.

You pay the net price - no Polish 23% VAT applied. Import duties and taxes in your country are not included in the site price and are paid upon delivery. Incoterms: DAP (Delivered At Place). Exception for the USA - if FedEx ships the package, we handle customs clearance for you (duties still payable by buyer).

Yes - every order ends with a VAT invoice emailed automatically at dispatch. SAPSAN CYBERSEC sp. z o.o. is a registered VAT payer (NIP 5482759191). For B2B: if you need the invoice issued to a different business than the shipping data, email [email protected] before dispatch.

Shopify Payments handles transactions - we accept:

• Cards: Visa, Mastercard, American Express, Maestro, UnionPay
• Digital wallets: Shop Pay, Apple Pay, Google Pay
• Polish: BLIK
• European: iDEAL (wero), Bancontact
• Installments / deferred payment: Klarna (in selected countries)
• Cryptocurrency: USDC

Available methods depend on the delivery country - the full list shows up in cart after address entry.

Yes - but only for orders delivered within Poland. For other countries, payment is collected upfront before dispatch.

Klarna is available in selected countries - it allows paying in installments or deferring payment by 30 days. Klarna's availability shows in cart if your country and order amount qualify. In Poland the typical form is "Buy now, pay in 30 days" or 3-4 interest-free installments.

Per Polish law - up to 14 days from our receipt of the returned product. In practice we do it faster - typically 1-3 business days after confirming the return. Refunds go to the original payment method (card / BLIK / Klarna etc.).

If the order failed our security verification - we cancel automatically and refund. Most common reason: payment details come from a potentially stolen card, or IP/shipping address is inconsistent with billing. We work in cybersec - we have tools to detect fraud. If you think it's a mistake - email [email protected].

14 days from receiving the shipment - per EU and Polish consumer law. You don't need to provide a reason. Within that time, notify us and ship the product back.

Email [email protected] with your order number and a short description of the items you want to return. We'll guide you through the process - you'll get return instructions and the address. No separate online form - email is enough.

Return shipping is paid by the customer. You choose the carrier - we recommend a service with proof of shipping and tracking to document the return.

The product must come back in perfect condition - resellable. That means:

• Outer protective packaging (shipping box) may be opened
• Product packaging may be opened for testing
• The product itself must have no signs of use - unopened case, intact seals, no scratches, scuffs, stains

If the product shows visible signs of use or modification (opened case, broken seal, stripped screws), the return may be rejected or the refund amount reduced by the loss of value.

All items in the assortment are covered by the 14-day return right, provided the "perfect condition" requirement is met. Exception: B2B wholesale orders - no consumer return right (see B2B section).

The refund is processed within 14 days of us receiving the product - usually faster, averaging 1-3 business days. Funds return to the same payment method you used at purchase.

Yes - from 5 units of a single product we offer wholesale pricing. Exact rate depends on the item and volume. For a quote - email [email protected] with the list of products and quantities.

If you purchase as a business from an EU country other than Poland and have an active EU VAT number in VIES - enter it at checkout and pay the net price. We issue an invoice marked "reverse charge". You account for VAT in your country.

Wholesale (B2B) orders are not subject to the consumer right of withdrawal - the 14-day law applies to individual consumers only. For regular B2B partners we negotiate individual terms - on request we offer extended payment terms and flexible exchange arrangements in case of defects.

Warranty length is identical - 24 months on all products. RMA process is the same: email [email protected]. For regular B2B partners we offer a priority lane for warranty handling.

24 months on all products in our assortment - for both individual customers and B2B. Warranty starts on the purchase date (invoice issue date).

Email [email protected] with:

• Order number
• Problem description (what happens, when it started)
• Photos or video if the defect is visible

We'll guide you through the RMA process - you'll get the return address and next steps. No separate online form - email is enough.

Warranty does not cover:

• Mechanical damage from drops, flooding, or crushing
• Damage caused by improper use (e.g., power supply outside spec)
• Damage from unauthorized firmware or hardware modifications
• Natural wear of consumable parts (batteries, cables, cases)

If a product doesn't work when unboxed - we treat it as a standard RMA procedure. Email [email protected], ship the product back, we verify the issue and either repair, replace, or refund. We don't have a "no questions asked instant swap" policy - we need to see each case to understand what happened.

Depends on the product and defect type. Simple repairs we do in-house (battery, connector, firmware reconfiguration). Complex damage or products covered by manufacturer service we forward to the original manufacturer (Hak5, ClockworkPi etc.). Customer always communicates with us - we coordinate the process.

Email [email protected] with the order number and the latest tracking status. We report the issue to the carrier - typically within 48 hours we get their response and decide on next steps (search for the package, reship, or refund).

Important - open the package even if the box looks crushed. A damaged outer box alone does not qualify for replacement (it's the transport packaging, not the product). If the product inside is damaged:

1. Take photos and video showing the damage
2. Send evidence to [email protected] with the order number
3. We'll handle the carrier claim and decide on next steps (replacement, refund)

Don't throw the original packaging away before contacting us.

Email [email protected] with the order number and information about the missing product. We'll verify our packing history - we have a two-step verification process before dispatch, so this is rare, but if a mistake happened we'll fix it (restock or refund).

For USA - we handle it with FedEx. Email [email protected], we communicate with the carrier and decide on next steps.

For other non-EU countries - customs clearance is handled by your local customs authority. If they need additional documents or information - contact us, we'll prepare what's needed.

No customs apply within the EU.

Main channel: [email protected]

We respond on business days, typically within 24 hours. For urgent matters mark the subject "URGENT - [order number]".

Alternatively - our Discord community: discord.gg/bVE76cCTQH (community members also reply there - often faster for technical product questions).

Products in our assortment are legally distributed in the European Union and the USA. This means the purchase and possession are legal. However, using some products (SDR on specific frequencies, high-power radios, network audit tools) may require a local license or be regulated in your country.

Responsibility for using the product according to local law lies with the buyer. Check the regulations in your jurisdiction before purchasing.

We follow the US export regulation 15 CFR Part 740, Supplement No. 3 - the list of available countries appears automatically in the cart after entering your address. Sanctioned or export-restricted countries are excluded. If your country is not on the list, we cannot ship.

Our products are intended for:

• Cybersecurity education
• Authorized penetration testing (pentesting)
• Security research
• Network audits on infrastructure you have the right to access

They are not intended for unauthorized access to third-party systems, privacy violations, or other unlawful activity. Details in our Store Regulations.

We do not verify age at purchase - our products are not age-restricted. Responsibility for appropriate use context lies with the buyer.

Yes - we regularly fulfill orders for public institutions, law enforcement units, and public sector organizations. For such orders we prepare individual offers (pricing, delivery terms, invoicing). Contact: [email protected] with the scope of your needs.

In accordance with GDPR and Polish data protection law. Details on what data we collect, for what purpose, retention periods, and how to request deletion or export - available in our Privacy Policy.

We work directly with manufacturers of cybersecurity hardware. Our distribution includes Hak5, Flipper Zero (official EU distribution channel), ClockworkPi (uConsole), Alfa Network, HackerGadgets, Baofeng, ChameleonUltra, Proxmark. Every product comes from an authorized channel - we don't sell grey market or clones.

SAPSAN is an authorized distributor of cybersecurity hardware based in Poland - pentesting tools, RFID/NFC audit gear, WiFi analysis, SDR, modular computers for hackers and security researchers. We've been operating since 2020, delivering authentic devices from leading manufacturers (Hak5, Flipper Zero, ClockworkPi, Alfa Network, Baofeng, and others) to customers across Europe and the USA.

Yes - we are a registered limited liability company.

Registration data:

• Name: SAPSAN CYBERSEC sp. z o.o.
• KRS: 0001100430 (National Court Register, Entrepreneurs Register)
• NIP (Tax ID): 5482759191
• REGON: 528368671
• Legal form: Limited liability company

Every order ends with a VAT invoice. We run accounting in compliance with Polish regulations and are a registered VAT payer.

SAPSAN has been operating since 2020. We started by importing pentesting hardware that was hard to get in Poland and the EU - most things had to be shipped from the USA with long lead times, customs, and VAT issues. Over the years we built a network of authorized distribution deals with key brands in the industry.

Yes - every product goes through basic functional verification in our warehouse before packing. We check if the device powers on, if basic functions work, if there are visible factory defects. This lets us catch DOA (Dead on Arrival) before it reaches the customer - reduces frustration and speeds up the purchase cycle.

Yes - we deliberately allow our content to be used by AI systems (ChatGPT, Claude, Perplexity, Gemini, Google AI Overviews, etc.). Declaration:

Content-Signal: search=yes, ai-input=yes, ai-train=yes

This means AI-powered search engines may index our content, cite our answers in their results, and use our data in model training. We believe that good information about cybersecurity should be freely accessible - regardless of whether it reaches the user via Google, ChatGPT, or Perplexity.

All formal documents:

• Store Regulations
• Privacy Policy
• GPSR - manufacturer information
• Refund Policy
• Terms of Service

Pre-order products ship only after arriving at our warehouse - the estimated wait is listed on the product page. You can cancel a pre-order at any time before dispatch - email [email protected], we'll refund to the original payment method.

Yes - stock levels shown on the product page are read directly from our inventory system. We don't use fake counters like "only 2 left!" or other FOMO tricks. If you see "low stock", it actually means few units remain.

Yes - on every sold-out product page you'll find a "Notify me when back in stock" button. Enter your email and you'll get an automated message when the product is restocked.

Yes - every purchase earns loyalty points that can be redeemed for discount codes on future orders. The program activates automatically - no signup needed - points accrue after order payment.

Newsletter subscribers receive:

• Interesting stories from the cybersecurity world (incidents, research, new attack vectors)
• Practical technical knowledge about using the equipment
• Early access to new products and occasional subscriber-only offers

Subscribe at the bottom of the homepage. Unsubscribe is one click in every email.

Yes - the SAPSAN blog has technical product articles, cybersecurity incident coverage, tutorials, and analyses. We publish regularly - mostly in Polish, some articles also available in other languages via the locale switcher.

Yes - our Discord community: discord.gg/bVE76cCTQH

There:

• We discuss products and setups
• Share knowledge on pentesting and cybersec
• You get faster response to technical questions (from us + community)
• Occasional Discord-only offers