Frequently asked questions
WHEN WILL YOU SHIP MY ITEMS?
All orders are subject to a processing period before shipping, typically 2-4 business days. Most orders leave the warehouse within 3-5 business days after payment is received. Allow up to 7 days for order processing and shipping.
You will then receive notifications for both processing and shipment. In many cases, we ship from our warehouses in the USA, so please expect 10-15 days to receive your order.
Orders can be canceled if they haven't been processed and shipped. After processing, they cannot be canceled.
Please ensure you provide the correct delivery address.
Cove online store cannot be held responsible for items shipped to incorrect addresses provided by the buyer. In such cases, the buyer will be responsible for any additional shipping fees incurred to send to the correct address.
In some cases, international shipments may require import/customs duties. These will be the buyer's responsibility under ALL CIRCUMSTANCES. Cove will not be held responsible for customs duties.
WHEN WILL MY ITEMS ARRIVE?
Most items should be received within 7-10 business days, except for international deliveries that vary by country.
For other special and promotional items, please allow up to 4-6 weeks for delivery, as they may be MADE TO ORDER items.
If your items haven't arrived within 30 days from the original purchase date, please contact customer service at Support@shopcove.com.
REFUND AND REPLACEMENT POLICIES
If you have received a damaged or defective item, we will gladly replace it at no extra cost to you.
Please contact us within 48 hours of receipt. We ask that you take pictures of any items that arrive damaged or defective.
We are dedicated to our customers and want you to be satisfied. We stand by our product and offer a 100% 60-day satisfaction guarantee.
If, for any reason, you are not satisfied with our products, simply return them to us within the first 60 days for a full refund.
To be eligible for a return/refund, your item must be unused, undamaged, unworn, or otherwise in the same condition as you received it. It must also be in the original packaging.
Portable items are not eligible for return. Only in cases where printed shoes or clothing are damaged upon arrival, we will replace the item at no extra cost.
We do not provide pre-paid shipping packages to send products back to us. You must send unwanted products back at your own expense.
Note:
Cove is not responsible for lost or misdirected packages. Please ensure that all information you provide is correct before submitting your order to prevent loss in the mail or other mishaps.
CANCELLATIONS
You may request a cancellation within 12 hours of purchase. Otherwise, you will receive a partial refund as we have already initiated the shipping process. Please be sure to read our descriptions and processing times carefully.
DO YOU SHIP INTERNATIONALLY?
We ship worldwide.
HOW DO I TRACK MY PACKAGE?
You can check the status of your order at any time by entering your tracking number here: https://t.17track.net/en
You can also contact our customer support at Support@shopcove.com to ask questions anytime.
Feel free to email us to check your order status. We are happy to help.
My tracking number doesn't work?
When we send your tracking number to your email, please wait 5 to 10 business days for your tracking to update. This does not mean your order has stopped; it's just a lack of update from our shipping service, but your order is on the way.
I ordered 2+ items, but only received one... where is my order?
When ordering multiple items at once, they may be shipped separately to keep the overall perceived value of the order low to avoid any additional charges or customs duties added by your local customs. You may receive one item before the next one arrives. So, do not worry if you do not receive all your items at once; they are on the way!
What should I do if my package says it's delivered but I don't have it?
If tracking information shows that your items have been delivered to the specified address at the time of purchase, but you have not received them, please check surrounding areas, doorsteps, etc., in case another household mistakenly received them. Consult with other residents such as family, roommates, or landlords, etc., in case they received them on your behalf. The package may also be left with property managers, an apartment management, or your local postal provider. We will always do our best to help you, but Cove is not responsible for packages lost or stolen during shipping. If you still cannot locate your package, please contact the shipping company.