COVERT
Product Support & Safety.
This page explains how to report product quality concerns, suspected defects, adverse reactions, and recall-related questions for products purchased through COVERT. It is not medical advice and does not replace professional clinical judgment. Questions go to signal@covert.bio.
How to report a concern
Email signal@covert.bio with the practice name, order number, product name, lot and expiry when available, a description of the concern, and photos when relevant. For a suspected reaction, include when the product was used and what was observed, without submitting unnecessary patient identifiers.
What Covert does next
Covert reviews the report, checks the order and available lot records, and coordinates with the manufacturer when manufacturer review is needed. Covert may ask for additional product details, photographs, or return of remaining product for evaluation.
Opened products and safety
Opened products are excluded from ordinary change-of-mind returns. Suspected defects, contamination, labeling problems, recalls, and safety complaints still receive review. Do not discard a product under investigation until Covert confirms whether retention or return is needed, unless disposal is required for safety.
Recalls and field actions
If Covert receives a manufacturer recall or field action affecting products supplied to your account, Covert will notify affected accounts using the contact information on the practice account and explain the requested next steps.
Role of Covert
Covert is a professional distributor and seller through the practice account. Products retain manufacturer identity. Covert does not practice medicine and does not determine patient suitability. Regulatory reporting duties depend on the product, the labeling role, and applicable law; this page does not assign or waive those duties.
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