Below are solutions to what fellow hikers and campers ask most.
Still wondering something?
→ Email info@kovrei.com – we’re real people who reply fast!
Need help right now?
Whether you're checking order details, seeking gear advice, or sharing trail stories, our team is ready to assist.
Service Hours
Monday - Friday:
9:00 AM - 5:00 PM
Saturday - Sunday:
10:00 AM - 4:00 PM
Eastern Standard Time (EST)
Got Questions? We’ve Got Answers.
- Orders placed before 11 PM Eastern Standard Time (EST), Mon-Fri: Shipped within 1-3 business day
- Weekend orders: Prioritized on Monday
- Tracking # auto-sent to email (check spam if missing)
Total Delivery Estimate:
Processing Time (1-3 day) + Shipping Days = 8-13 business days (Standard & Free Shipping) / 4-10 business days (Expedited)
Email info@kovrei.com for manual verification.
Yes! We accept returns for both defective and non-defective products under these conditions:
Full Refund Cases
- Orders lost in transit
- Items with verified physical damage or functional flaws
- Products significantly deviating from website descriptions
Return for Refund Cases
- New or lightly used items in resalable condition (unused/opened products in original packaging within 30 days of delivery)
- Incorrect items shipped by Kov Rei (return shipping covered by us)
Non-Refundable Cases
- Orders shipped to customer-provided incorrect addresses
- Custom-made or final-sale discounted items
- Kov Rei errors (wrong/damaged items): We cover return shipping
- Customer change of mind: Customer pays return shipping
- After warehouse inspection
- Full refund processed within 3 calendar days
Currently $0! For US orders:
- Zero additional fees at U.S. delivery
- All import costs included at checkout (policy subject to change)
Automatically routed for fastest delivery.
No, routing is system-optimized for speed.
- Need it fast? Add Expedited Shipping ($12) at checkout
- Large item pre-shipment queries: +86 13352930732
If items arrive compromised:
Document: Email photos + order# to info@kovrei.com within 48hr of delivery
Resolution:
- Full refund within 24hr OR
- Free replacement shipment