At Undercover, we strive daily to deliver superior quality products with innovative designs. We make every effort to ensure your product arrives in perfect condition. Your satisfaction is our priority, which is why we have established a clear process for returns and exchanges.

General Return Request

If you wish to return or exchange your item(s), please send us an email to info@undercoverboots.com stating the reason for the return or exchange, within 30 days of receiving your order (according to the delivery date on the tracking number). All products must be returned in good condition along with their original packaging. Undercover reserves the right to refuse the return of products that are not returned in accordance with our return process.

In your email, please include:

• Your Order Number.
• The original invoice.
• The reason for the return or exchange.
• If it's an exchange, details of the replacement style, color, and size.
• You may also contact us via WhatsApp to initiate this process.

Once you have received a response from us confirming your request, please proceed to send your product to the following address:

Adress: Undercover Store. Modart Av. 5a B Sur, Marbella, Panama City, Panama.

Contact number: +507 6901-4474.

• Clients in Panama City: Must return the item directly to Modart.
• Clients in the Interior of Panama: Must return the item to Panama via local delivery service and pay for shipping.
• International Clients: Must return the item to Panama through any preferred carrier and pay for shipping.

Please send an email to info@undercoverboots.com including the shipping tracking number. Once received, the return/exchange will be processed within the following 10-15 business days. Please note that shipping dates, delivery times, and refund processing deadlines are estimates only and are not guaranteed. Returned packages will remain the customer’s responsibility until they are received by Undercover. Therefore, it is recommended that the customer takes necessary precautions by using registered and traceable services when returning the package.

Exchanges

Exchanges are subject to the availability of the new product and the returned item being in good condition and with its original packaging. Please be aware that customers are responsible for shipping fees of exchanges.

• Clients in Panama City: Must take the item directly to Modart.
• Clients in the Interior of Panama: Must return the item to Panama City via local delivery service  and cover the return shipping costs. Undercover will send the new product also via  local delivery service and will cover the new product's shipping expenses.
• International Clients: Must return the item to Panama through any preferred carrier and cover the return shipping costs. Undercover will send the new product via DHL and will cover the new product's shipping expenses.

Quality Issues

• If you discover faulty or incorrect items in the order received, please contact us immediately. Send an email to info@undercoverboots.com attaching pictures of the items and stating your order number. You may also contact us via WhatsApp to initiate this process. We will advise you on how to proceed with the return.