Frequently asked questions are presented here for your convenience. These are the most common questions we're asked about our products & services.
QWhere are the instructions for my Bitforce SC ASIC product?
The instructions are located here for download:
QWhat methods of payment do you accept?
We accept Bitcoins and Bank Transfers.
Bitcoins are accepted by a third party vendor that handles the exchange. All of our machines are sold for US Dollars.
Bank Transfers can take 3 to 4 days to appear in our system. We ask that you send a copy of the receipt for the transfer to office@butterflylab[email protected] and include your order number. This will help us match your payment with your order. Once we confirm the payment, we will send you a confirmation email. There is a $550 minimum on bank transfers.
All available options will appear at check out.
QWhere am I in line and when will my order ship?
There are three ways to check the status of your order. Please note that it's especially helpful if you use these methods instead of sending an email.
1. You can log in to our website and look at your order at https://products.butterflylabs.com/customer/account/ . You may need to request a password change. You can see all of your orders and the status of those orders. An order that says "Processing" means that it has been paid and is in queue to be produced. The next step is "Production", followed by "Fulfilled". Production indicates it is being assembled and should ship soon. Fulfilled means it has shipped.
2. Our Customer Service Manager Jody has a blog. On that blog, Jody will post the pay date of the orders that will ship that day. You can check it often to see when your order might be getting close to shipping. <https://forums.butterflylabs.com/blogs/bfl_jody/>
3. An email will be sent out with a tracking number included in it when it ships.
QWhat does status ____ mean for my order?
There are a number of status indicators we use for orders.
Pending payment, Payment review, ACH pending - these denote that the specific payment method selected has not been applied to an order yet. If you have already completed payment and it has been a couple weeks, please contact us and we will do what we can to rectify this.
Processing - this status indicates that the order has been paid in full and is set to be produced.
Production - this means that the order is currently being manufactured and labelled for shipping.
Fulfilled - at this point an order has been produced and is set to ship.
Shipped - the order has been shipped and has tracking information. An email should be sent from us that will inform you that the order has shipped and include tracking information. Please note that some shipping services recycle their tracking numbers, so the details immediately available may not apply to your order and will be updated usually within the next 24-48hrs.
QI tried calling Butterfly Labs, but no one answered. How can I talk to someone?
We try to answer phone calls as they come in, but sometimes we are on the phone with other customers at the time you call. We respond to voicemails as quickly as possible but it's often faster to email customer service at [email protected] where a response staff is in place during business hours. Our normal business hours are Monday - Friday, 9 am to 5 pm US Central Time. We are also available on Facebook and Twitter.
QCan Butterfly Labs ship items as a 'gift' or for a lower price than was paid?
No. We can lose our ability to ship to a country if we falsify customs declarations. We declare all items as 'computer peripherals' for the actual price paid on the customs form.
QCan I come to your office and pickup my order?
Since we are not a storefront and due to logistics issues, we cannot allow customers to walk in to pickup their order.
QWhat shipping company does Butterfly Labs use?
Standard Shipping uses USPS - the United States Postal Service except for the Mini Rigs, which ship with FedEx Express Shipping uses FedEx by default.
QCan I get a refund on my order?
While we reserve the right to handle refund requests on a case by case basis, pre-ordered products are non-refundable as is clearly stated at the time of purchase. The reason for this is that pre-order funds are used in the build process which makes it impractical to reverse. It's also been observed that some small number of customers have placed orders as part of a bitcoin price hedging strategy which involves multiple requests to cancel and then re-enstate their orders as market conditions change. This has created an enormous customer service burden which is resolved by enforcing the all sales final policy.
Some customers have asked why we've given order cancelation refunds to others, but they can't get one. The answer is that we had opted to process order cancelation requests during our long product development phase as a courtesy to those who endured the stress of the unknown. However, once full production began, a notice was sent out advising that orders would be shipped as produced according to the order queue and that if anyone was unwilling to endure the wait, they had a final opportunity to cancel. Customers were required to positively confirm their desire to remain in the order queue and accept the order terms.
Pre-Order terms for new orders were updated on the website on April 1, 2013. The terms state, "I accept the terms of the sale and understand that all sales are final and there is a backlog of orders and production & delivery of my order may take 2 months or longer."
As a Wyoming Corporation, we operate under the US Federal Trade Commission's business guide for mail or telephone ordered merchandise. The relevant guideline suggests that if no delivery terms are stated or agreed to, then 30 days should be assumed. In our case, we've gone to great length to ensure there is no ambiguity. Customers are/were notified of the back order situation, the inability to cancel their order and the multi month wait to be expected.
Here is the relevant FTC guideline text:
"when you advertise merchandise, you must have a reasonable basis for stating or implying that you can ship within a certain time. If you make no shipment statement, you must have a reasonable basis for believing that you can ship within 30 days."
QCan I use your Bitcoin miners to mine other cryptocurrencies, like Litecoin?
Our ASIC hardware is designed specifically for mining Bitcoins which uses SHA256d as a proof-of-work algorithm to process network transactions. If a cryptocurrency, like Litecoin, which is based on Scrypt, uses a different proof-of-work than that used in Bitcoin, then our hardware will not be compatible.
QHow will my Bitcoin Mining by the GH order work? What do I need to do?
When your Bitcoin Mining by the GH is ready
After placing a 1-year contracted order for the amount of GH/s in your order and when it is about to go live, you will need to provide your mining pool information. Your contracted time (a 1-year period) will start when your hashing power goes live. We will inform you when your contract is ready.
Follow your mining activity
Your registered mining pool will provide your mining activity information as well as handle all payouts.
Examples of registering with a pool
You can select any one of the many mining pools found online. Pools typically do not require payment for registration. We recommend, among others, EclipseMC and Eligius.
For EclipseMC, the only information we will need is your worker name, something like "username_worker", where "username" is the registered username of your account at EclipseMC.
Eligius does not require registration. When required, you will need to provide your BTC wallet address, for example, created using Bitcoin-QT, Armory, etc. (For security reasons, we do not recommend the use of a cloud-based BTC wallet.) When your contract goes live, you can track your mining activity at http://eligius.st/~wizkid057/newstats/userstats.php/[Your BTC wallet address] . Eligius will make payouts directly to your mining address at a specific interval.
QWhat is the power consumption of the Bitforce SC (ASIC based) units?
Our 65nm chips consume between 4 and 5 watts per gigahash.
So a 5 gigahash machine will consume approximately 25 to 30 watts.
Our 25 gigahash machine will consume approximately 125 to 130 watts.
Our 50 gigahash machine will consume approximately 250 to 300 watts.
Our 500 gigahash machine will consume approximately 2500 to 2700 watts.
QDo your products fall under US encryption export control classification?
Yes, the BitForce SHA256 processor is properly classified under the US Bureau of Industry and Security export control. Our export control restriction prohibits the export of our products to AT designated countries as specified by the US Department of Commerce. If you need clarification on your ability to purchase our products, please contact us for review.
QHelp! My ____ is broken or not operating as expected. What can I do?
To submit an RMA, go to your account dashboard and under RMA enter a new RMA request. Include as much relevant information as possible, and your RMA will be approved as soon as possible, given that it meets our warranty guidelines.
If your RMA is regarding a PSU, you will not be required to send the defective PSU back, but you will still need to submit an RMA request.
The RMA form is for warranty return requests only.
QIf I choose Express Shipping, does that mean my order gets processed ahead of others in line?
It only speeds up the time it takes to deliver the order once it leaves our production facility.
QHow long will the full price trade in program last?
The trade-in program for FPGA's to 65nm ASIC's ended 1 June 2013.
QIf I place an order now, when will I get my order?
As stated on our products page, all 65nm products, with the exception of the 5GH/s and 500GH/s Bitcoin Miner, are in stock and are ready for rapid shipment. Delays should be minimal.
The new 250GH/s Mining Rackmount is also slated for rapid delivery beginning on December 30th of this year and is available for preorder now.
Orders placed now could take two months or more from date of purchase as stated when placing an order to ship.
QWhat is "Hosting" and how do I setup my order to be "Hosted"?
When ordering equipment from Butterfly Labs, you have the option of hosting your equipment locally with one of our affiliate data centers. While BFL does not host equipment directly, we do work with local providers to place your equipment.
Currently, we work with a company called J.Morgan and Associates, which will host your equipment at their facilities. The current cost structure for hosting is:
5-7 GH/s Bitcoin Miners $50/machine per month
25-30 GH/s Bitcoin Miners $65/machine per month
50-60 GH/s Bitcoin Miners $100/machine per month
500 GH/s Bitcoin Miners $625/machine per month
1,500 GH/s Bitcoin Miners $625/machine per month for a total of $1875
Your hosted units will be added to a mining farm and you will be paid out regularly based on their collective output. Currently, the payout is approximately every two days, depending on luck. As difficulty increases, payout times may get longer or the payout threshold may be reduced to bring it back to every 2 days or so.
If you wish to have direct control over your units, you may provide a laptop or netbook computer (or one can be sourced locally at cost). Additionally, if you have more units than the provided computer has USB ports, you will need to provide enough USB hubs to support your equipment. That netbook or laptop, if provided by you, will need to be configured for remote access of your choice. Linux is the preferred loaded OS, but you may use Windows or OSX. Under any circumstance, however, if you choose to control your units yourself, you will be responsible for the network security, patching, updating and maintenance of the netbook or laptop. Remote hands will be provided to reboot the machine should it lock up, but configuration or maintenance assistance can not be provided, although it can be negotiated for an extra fee. Response times for remote hands requests are typically within an hour, but can be up to 12 hours depending on the time of day the request is made in GMT -6 (CST) timezone.
Your equipment will be housed in one of three data centers in the Kansas City area (With a 4th coming online in the next 6 months). Each center is guarded by multiple security procedures, including biometric identification, key card access, elevator lock outs and human verification. Fire suppression and notification are present in all datacenters. Redundant power is provided by a generator and for an additional fee can be provided by battery as a UPS.
Hosted units will be maintained by a BFL representative should a failure occur and replacement/repair is usually conducted the same day. There is no cost for repair/replacement of failed units that are under warranty.
If you wish to have your unit hosted locally, please contact Butterfly Labs customers service to notify us you want to have your machine(s) hosted locally. If you are placing a new order, you can choose hosting as part of the ordering process. Once your units are ready to be shipped (This is not way to jump the shipping queue, your units will be released in the order they would normally be released to the shipping department), they will be released to the local data center and installed. Any shipping fees that you've already paid will be refunded closer to the time your machine is to be hosted. There is no taxes charged if you host locally, as the delivery will be to Missouri (from Kansas) and thus not subject to local sales tax. Once the hosting company takes possession of the machine(s), they will contact you
Once your order(s) have been marked for hosting, please visit the hosting company's website at: kcmocolo.com. They have all of our products displayed. Click on the Pricing tab. You will then be able to click on the machine type you are going to have hosted. You will be able to input your BFL order number(s) and officially reserve your place with the hosting company.
You will be able to pay for hosting in numerous ways including credit card and Bitcoin.
No further action is necessary after these steps have been followed.
QIf I purchase a machine that someone else ordered and is selling it through another entity, Can I have it shipped directly to me?
In an effort to protect the original purchaser, Butterfly Labs will only ship orders to the person that is listed in the shipping information for the order. In other words, when the order was placed, there was a name entered in the Ship To: field. That is the person that we will be shipping the machine to.
However, when using our Order Transfer system in your account dashboard, any transferred order is treated as if you originally purchased it from us and is the preferred method of transfer.
QWhat is the warranty period on your devices?
Our ASIC Bitforce Products carry two different types of warranties.
The PCB (The board that the ASIC chips are mounted on) carry a lifetime warranty. Lifetime is defined as the length of time we are manufacturing that product. Once we stop manufacturing that particular product, we will not be able to warranty the product any longer, since we no longer have replacement stock.
The rest of the components (Fan, power supply, case, heatsink, basically everything that is NOT the PCB) carries a 1 year warranty from date of shipment to the end user.
In all cases, warranties will be a minimum of 1 year from the date of shipment. For example, if you happen to buy a BFL product that happens to be near EOL (End Of Life) and the following month we come out with a new product and stop manufacturing the product you just bought, we will honor the warranty for a 1 year from the time your product was shipped.
QAre your algorithms, PCB's or other products available for purchase separately?
Yes, our intellectual property is available for licensing to other chip manufacturers. In most cases we can also make our individual components available to you depending on your needs.
QWhat does GH/s stand for?
GH/s stands for gigahash per second, that is, one gigahash per second is one thousand megahashes per second.
QOfficial BFL policy on eBay and other Internet auctions for pre-orders.
eBay and other online auctions for BFL products and pre-orders are not supported by BFL in any way. We will not answer any questions as to whether an auction is legitimate. You should be aware that some auctions on eBay and elsewhere have been reported as fraudulent. Please use extreme caution when bidding on BFL product auctions, as BFL is not responsible for the actions of others on third party sites.