FAQ

All pre-made orders are packaged and shipped within 2–4 business days of being received. Delivery times may vary depending on destination and customs clearance for international orders. Once your order is shipped, you will receive a confirmation email including a tracking number. 

We are based in Canada. International orders may be subject to duties and taxes upon delivery and are out of our control. These charges are the buyer’s responsibility.

If a package is refused due to unpaid customs or import fees, you must notify us that you are rejecting the shipment.

Refunds are only confirmed once the product has been returned and received at our facility. Please contact us before or at that time to request the refund. If we do not hear from you, we cannot confirm or process a refund that has not been requested.

Original shipping costs are non-refundable. Any return shipping charges, duties, or additional fees billed to us will be deducted from the final refund total.

Pre-order items begin production after the stated site closure date. Please allow 4–6 weeks for production before shipping begins. If applicable, production updates will be shared regularly on our pre-order tracking page.

If your tracking shows as delivered but you haven’t received your package, please let us know and we’ll help start an investigation with the courier. Once a shipment leaves our facility, the carrier is responsible for delivery, but we’re happy to assist in opening a claim on your behalf.

The courier will conduct their review and may contact you directly as part of the investigation. Their findings ultimately determine the outcome of the claim. If the courier confirms the package was lost in transit, we can offer a replacement (if available) or issue a refund once the courier has completed their reimbursement process with us. If the courier determines the package was successfully delivered, we’re unable to override their decision or provide reimbursement.

Delivery timelines are managed directly by the carrier. You can use the tracking number in your shipping confirmation email to view the most up-to-date status.

If your package is returned to us, please contact us once it arrives back at our facility. You may request the package to be reshipped at your expense or a refund.

Original shipping costs are non-refundable. Any return shipping charges, duties, or additional fees billed to us will be deducted from the final refund total.

All sales are final.

For damaged, defective, or incorrect items, contact us at cs@covnnt.com with your order number within 14 days of delivery. Inquiries beyond this window will not be accepted.

To be eligible, the item must be unworn and unwashed (free of stains, odors, makeup, deodorant, hair, or wear) and returned in its original packaging with all tags attached.

If inventory allows, a replacement may be requested instead of a refund.

Exchanges are not available. Due to the limited nature of our releases, we cannot guarantee that requested styles or sizes will be in stock once returned items are received at our facility.

All orders are processed in Canadian dollars (CAD). For customers outside Canada, your bank or payment provider will apply the conversion rate to your local currency at the time of purchase.

Refunds may take up to 10 business days to appear on your statement, depending on how your bank or payment provider processes them. Currency exchanges or international transactions may take longer.

If we have confirmed a refund but you have not seen it after 10 business days, please first contact your bank or credit card company to confirm whether the refund is still pending. If the issue remains unresolved, please reach out to us at cs@covnnt.com.