Shipping/Return Policy

The Covert Instruments team takes pride in the quality of our gear, and we want you to be satisfied with your purchase. These are our terms and conditions.

By Placing an Order, you are agreeing to our terms and conditions below.

IMPORTANT NOTES

  • We are not responsible for auto-fill address errors with payment processors
  • Since we ship using FedEx we cannot ship to PO Boxes
  • Used items are non-refundable

FULFILLMENT TIMES

Orders placed prior to 1pm eastern, Monday-Friday, will be fulfilled the same business day. Orders placed after 1pm, will be fulfilled the following business day. This is our fulfillment policy and is not included in the provided delivery estimates. Keep in mind, this means any orders placed after 1PM on a Friday will not ship until the following Monday.

EDITING CARTS

If our fulfillment team has not begun to process your order, you can cancel and receive a refund. To do this email our team at sales@covertinstruments.com and request a refund within 24 hours of placing your order. If you are requesting an additional item to be added, we will cancel and refund your order so that you can place the order again. We cannot simply add items to carts because we deliberately do not record payment information. It is all handled through a 3rd party shopping platform.

PACKAGE THEFT AFTER DELIVERY (PORCH PIRATES)

Once a package has been confirmed as delivered, it becomes the responsibility of the recipient. If your package is confirmed as delivered but is missing, this is considered theft and should be reported to your local law enforcement authorities immediately. While we sympathize with customers who experience package theft, Covert Instruments cannot be held responsible for packages stolen after successful delivery to the address provided.

DOMESTIC SHIPPING

Please double check your shipping address both before and after payment. Auto-fill may often input an incorrect address and we are not responsible for packages that are sent out to incorrect addresses. Packages that are sent to incorrect address, due to the customer's error or auto-fill, will not be replaced or refunded.

Our domestic "lost package" policy is 30 days pas the date of purchase. During this 30 day waiting period, packages are considered in transit. After 30 days, if the package has not arrived, we can discuss actions such as replacements or refunds.

INTERNATIONAL SHIPPING

Our international "lost package" policy is 60 days past the date of purchase. During this 60 day waiting period, packages are considered in transit. After 60 days, if the package has not arrived, we can discuss actions such as replacements or refunds.

UNAVAILABLE COUNTRIES

If your country is not in the drop-down menu during checkout, we cannot ship to you. If you are seeing that our entire site is "SOLD OUT" then you are also located in a country we do not currently ship to.

INTERNATIONAL SHIPPING DELAYS

Unfortunately, we have no control over how long an order takes to arrive. Currently no carrier is guaranteeing delivery times on any parcel. The estimates they provide are a guide at best. Orders placed after hours on Friday, Saturday and Sunday are processed Monday AM. This includes expedited orders. Regardless of the shipping option chosen at checkout, delivery may take longer due to unforeseen global delays or your country's customs office. We have no control over such things and are not responsible for delays they may cause.

CUSTOMS AND FEES

We cannot mark any international order value down or as a gift to avoid your country's taxes and duties. This is illegal and will not be done.

As is the case with any international purchase, you will most likely be required by your country to pay Taxes and Duties to import your package. These fees are not included in your total or shipping costs. These are separate fees that are collected by your country / postal service, and we are not responsible for these fees. Any duties / taxes will not be refunded, even in the case of a return.

RETURNS

Most items can be returned within 7 days of purchase for a refund.

Some returns are subject to a 20% restock fee. These are:

  • Covert Companions and all SSF parts for the Covert Companion
  • Genesis Lock Pick sets
  • CI Practice Locks
  • Covert Tubular Pick
  • Impressioning Starter Kit
  • Learn Lock Picking Bundle
  • Grav Pick
  • Butterfly Comb
  • APEX Lock picks

Any refunds processed, will be returned to the original payment method and can take up to 10 business days to show.

INTERNATIONAL RETURNS

We are unable to generate return labels for international customers. If you are an international customer and you wish to return an item that complies with the requirements in the 'returns' section, you are responsible for all incurred return shipping costs.  The 20% restocking fee and all other policies still apply.

NON-REFUNDABLE ITEMS

Certain items are considered non-refundable even if they are unused by the customer.  While they are not eligible for a return, we can dispatch replacement products should the situation warrant such action, which will be determined by our customer service team on a case-by-case basis.  Non-refundable items include:

  • Any clothing or "Merch" item (please double check you are ordering the correct size prior to purchasing)

REPLACEMENTS

Replacements are sent out on a case-by-case basis. Possible situations for replacements or replacement parts are manufacturing errors or parts that arrived broken or lost / damaged packages. 

Domestic orders shall have a 30 day waiting period from the date of purchase before being eligible for replacements or refunds. This waiting period allows for delivery and transit time. After 30 days, if your package has not arrived, you may be eligible for a replacement or refund.

International orders shall have a 60 day waiting period from the date of purchase before being eligible for replacements or refunds. This extended period is to account for all the unforeseen delays with international shipping and custom clearance. After 60 days, if your package has not arrived, you may be eligible for a replacement or refund.

All clothing items are "made-to-order" and cannot be returned or exchanged for a different size. Please reference all sizing charts for clothing and make sure you order the proper size.

Any instance of a package that is clearly lost before the waiting period, or that is returned to us due to an error, are viewed on a case-by-case basis.