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.
SHIPPING AND FULFILLMENT:
Orders placed prior to 1pm eastern, Monday-Friday, will be fulfilled the same day. Orders placed after 1pm, will be fulfilled the following business day. This is our fulfillment policy and is not included in the USPS provided delivery estimates.
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 firstname.lastname@example.org and request a refund. 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.
Note: WE ARE NOT RESPONSIBLE FOR AUTO FILL ERRORS WITH PAYMENT PROCESSORS.
Note: We will not ship any orders to third party shipping companies or hotels.
Please double check your shipping address both before and after payment. Auto fill will often input wrong 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 POLICY IS 30 DAYS PAST THE DATE OF PURCHASE FOR DOMESTIC ORDERS. At 30 days past the date of purchase, if the package has not arrived, we can discuss actions such as replacements or refunds*
COMMON SHIPPING ISSUES:
Early Delivery Scan: This happens routinely and causes our customers, and us, a great deal of frustration. Items are often scanned as delivered up to a few days prior to actually showing up at your door. Please be patient and contact your local post office prior to contacting us. We do not deliver your packages ourselves and do not have any more information than you do, once the package is shipped.
Also, while we ship items out promptly, the same cannot always be said about the various parcel carriers. We cannot, and do not, guarantee arrival dates and shipping times.
*TO FACILITATE DELIVERY PLEASE PLACE YOUR PHONE NUMBER IN THE COMPANY LINE WHEN CHECKING OUT* This ensures that your contact information is available on the shipping label for customs to contact you.
*OUR POLICY IS NOW 90 DAYS PAST THE DATE OF PURCHASE FOR INTERNATIONAL ORDERS, DUE TO GLOBAL SHIPPING DELAYS. At 90 days past the date of purchase, if the package has not arrived, we can discuss actions such as replacements or refunds*
Note: Once a parcel is accepted into a destination country, we often lose the ability to track the parcel and cannot contact the destination country’s customs office for you. If you have questions regarding your package after it is marked in your country, please contact your country's postal service for any inquiries before reaching out to us.
SPECIAL CONCERNS FOR GERMANY:
USPS uses DHL for delivery in Germany. DHL has notoriously not been notifying recipients that their package is being held for pick up. Please keep an eye on your tracking information and use DHL tracking once it is in Germany. DHL tracking should provide you the pickup location. If it is not picked up within their given time frame, it will be returned to us.
SPECIAL CONCERNS FOR UK:
While we previously were able to ship to the UK, due to the Royal Mail strikes, labor shortages, cyber-attacks etc., causing too many delivery issues, we have had to temporarily cease all shipping to the UK. Until they have it sorted out, we are unable to fulfill any orders to the UK. Thank you for your patience and understanding.
If your country is not in the drop-down menu during checkout, we cannot ship to you.
NOTE: We will not ship any orders to third party shipping companies or hotels.
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.
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.
Note: Used items are non-refundable!
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 Pick sets
- CI Practice Locks
- Covert Tubular Pick
- Impressioning Starter Kit
- Learn Lock Picking Bundle
Any refunds processed, will be returned to the original payment method and can take up to 10 days to show.
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.
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 item (please double check you are ordering the correct size prior to purchasing)
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. All replacements are sent out via USPS First Class, regardless of the original postage purchased.
Domestic orders shall have a 30-day period from the date of purchase before being eligible for replacements or refunds. While we do not typically have delays this long, this period is to account for any possible errors with USPS delivery.
International orders shall have a 90-day 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.
*Any instance of a package that is clearly lost before the waiting period, or that is returned to us by USPS due to an error, are viewed on a case-by-case basis.
* Note: WE ARE NOT RESPONSIBLE FOR AUTO FILL ADDRESS ERRORS.