Frequently Asked Questions





Read the information and questions below and then scroll down to the number that matches your question(s).
1. Order Status & Lead Times

a. How can I get an update on my order status?

b. I created a new account but the site doesn’t recognize it or it isn’t showing all of my orders.

c. Order Statuses and what they mean. (CUSTOM SITE)

d. What is your lead time?
2. General policies and procedures

a. Do you offer a Warranty? What is covered?

b. What is your return policy?

c. How do I cancel my order?

d. What is your exchange policy?
3. Billing Questions:

a. When will my card be charged?

b. What other methods of payment do you accept?

c. How do I update my billing information?

d. Do you accept Mastercard Securecard?
4. Shipping Questions:

a. My card was charged. Does this mean my order shipped?

b. Do you ship internationally?

c. Do you offer other shipment options besides USPS?

d. Is my shipment insured? How can I add additional insurance?

e. Do you ship to APO/FPO?
5. Explanation of Options:

a. What is the difference between the Full and Short body shields?

b. What is the “MD” Cut on magazine carriers?

c. Which belt loops should I buy?

d. I have aftermarket controls/options installed. Will it still fit & function in your holster?

e. I have a red dot or optic on my weapon, will it still fit in your holster?
6. I have a firearm, flashlight, magazine, knife, rail, or other item not listed on your website. Can you make a holster/carrier for this item?
7. Using and Maintaining your gear:

a. How do I change the hardware on my holster/carrier?

b. Will your holster wear the finish on my gun?

c. Can I remove my light and still use a Light Compatible Phantom holster?

d. Will my firearm fit a holster designed for a different firearm?

e. How do I mount my holster/mag carriers to MOLLE?

f. Are there any special care instructions with Kydex gear?
8. Discounts and specials:

a. Do you offer Law Enforcement/Military discounts?

b. Do you offer any other discounts or specials?
9. I have additional questions not covered in this FAQ, what should I do?

1. Order Status & Lead Times

a. How can I get an update on my order status?
Login to your account on our web store and you’ll be able to see the status of your order. We will email you as your order moves though our fulfillment process. If you do not get a confirmation email when you order, make sure our emails to you are not going into your Spam folder. Please do not email us about the status of your order unless it has not shipped after five business days (quick ship site) or 4-6 weeks (custom site).

b. I created a new account but the site doesn’t recognize it or it isn’t showing all of my orders.
Please verify that you are on the correct site. The Quick-Ship and Custom sites are two completely separate web stores. While you are welcome to use the same login credentials for both you will need to create an account on each site separately. Each site will only show order details for that particular site. (I.e. Custom will only show your custom orders and quick ship will only show your quick-ship orders). Orders placed prior to Dec 18th, 2013 will not show on the new site. We have not lost or deleted your order and you will be notified when it ships. If you placed an order prior Dec 18, 2013 please check your order confirmation email for the quoted lead time. Please do not email customer service asking for an order status update unless your order has exceeded the quoted lead times, (Generally 4-6 weeks).

c. Order Statuses and What They Mean (CUSTOM SITE)
Awaiting Payment: Your order has been received and is being processed by our customer service staff. Once reviewed, your order will be printed and sent to the production queue. Orders generally remain in this status 1-2 days depending on order volume or if there are any questions on your order.

Awaiting Fulfillment: Your order has been processed and sent to the production queue. Your order will spend the majority of it’s 4-6 week lead time in this status. Unless your order has gone past the quoted 4-6 week lead time please do not email customer service asking when your order will ship. (The new Custom site was launched on Dec 27, 2013. With a 4-6 week lead time this means our customer service staff should not be receiving emails until after Feb 7, 2014 asking for status updates on these orders.)

Shipped: A shipping label has been generated and is on its way! Please allow up to 24 hours for tracking information to be available and 1-7 days for your order to be delivered (domestic orders).

Completed: This status applies to Gift Certificate only orders and indicates that your electronic gift certificate has been processed and has been sent to the email address you provided for delivery.

d. What is your lead time?
On the Quick Shop site most items are ready for shipment in 1 – 5 days unless otherwise specified. Items ordered on the Custom Shop site have a 4-6 week lead time.

2. General policies and procedures

a. Do you offer a Warranty? What is covered?
Warranty: We offer an unconditional lifetime warranty on everything we make. If you have a warranty claim, please place an order on our web store for the item(s) being warrantied. Write “Warranty” in the Coupon Code and Comments box. We will process the order in and provide shipping instructions on where to send the damaged item(s). Most warranty orders are turned around within five to ten business days from receiving the damaged items. Our warranty follows our products, not the original buyer. We reserve the right to replace your damaged product with a similar or updated product if the original product has been changed or discontinued. We do not replace lost hardware or belt loops. If you are a user of our products, you are responsible to make sure they are safe to use with your weapon prior to using them with a loaded weapon. If you ever have any issue with any of our products, please contact us. We will respond with instructions to resolve your warranty claim. Do NOT use the Warranty coupon unless it applies to your order. PLEASE NOTE: RCS covers the cost of return shipping on Warranty orders for domestic addresses ONLY. All international Warranty orders will have a fixed $35.00USD return shipping cost.

b. What is your return policy?
We offer a 30 day return policy, no questions asked (although we’d like to know). If you are returning your items for a refund, you will be refunded the cost of the products you return. We will not refund shipping costs. Contact us via email and we will instruct you on returning your items.

c. How do I cancel my order?
Please contact our customer service department to cancel your order. If you order has already shipped you can return it for a full refund or exchange within 30 days.

d. What is your exchange policy?
We will accept exchanges up to 30 days after you receive your order. Products returned for exchange must be in new or like-new condition. Contact us via email about your exchange and we will send instructions. If you are exchanging an item because of an error on our part we will cover the shipping costs.

3. Billing Questions:

a. When will my card be charged?
Your card will be charged when you place your order on the quick ship site. Custom site orders will be charged once the order is reviewed and processed, generally within 72 hours of being placed.

b. What other methods of payment do you accept?
We accept credit card payment via Authorize.net. We can accept check or money order for domestic orders only. All international orders must be paid by credit card. Your order will not ship until payment is received.

c. How do I update my billing information?
Our billing department is available 9am – 2pm EST. Please have your order number ready and call them at (440) 508-9000 ext 301. Please note- Our billing department is extremely busy. The most efficient way to receive a prompt response is to leave a brief message with your contact information. Please do not call repeatedly as this interrupts our time with the current customer. We will return your call as soon as possible. We will only make one return call; we are not able to continually call customers in an attempt to track them down for billing information. If you missed our return call, please call us again.DO NOT SEND CREDIT CARD INFORMATION THROUGH THE “CONTACT US” PAGE OR EMAIL!

d. Do you accept Mastercard Securecard?
No. At this time our payment processor is not able to accept the SecureCard.
4. Shipping Policy & Questions:
RCS ships all products via DHL SmartMail (USPS final mile delivery) with delivery confirmation. You will be notified via email when your order ships and provided with the tracking number.
The customer is responsible for providing an accurate shipping address that USPS recognizes, delivers to, and that has an adult available to receive the package or is a secure location. If an order is returned to RCS as undeliverable, the customer will be responsible for any additional postage required to re-ship the package. This includes packages returned because someone was not available to sign for the package. RCS cannot be responsible for an order once the package is out of our hands. If insurance is necessary, please mention it in the comments box when placing an order. The customer is responsible for the cost of insurance. WE WILL NOT REPLACE ORDERS THAT HAVE BEEN ‘LOST IN THE MAIL’ IF THE TRACKING INFORMATION SHOWS THE ITEM AS DELIVERED.

a. My card was charged. Does this mean my order shipped?
No. Your card is charged when you place your order. Your entire order will be ready for shipment in 1-5 days (Quick ship) or 4-6 weeks (Custom site)

b. Do you ship internationally?
Yes. All international orders ship for a flat rate $35.00USD.

c. Do you offer other shipment options besides DHL/USPS?
Generally, no. If you have a special circumstance that requires a different carrier please contact us before placing your order. You will be responsible for the full cost of the requested shipping method and desired insurance.

d. Is my shipment insured? How can I add additional insurance?
Packages shipping via USPS Priority Mail are automatically insured for $50.00. Packages shipping via DHL are automatically insured for $100.00 RCS cannot be responsible for an order once it has left our facility. In the event your order is lost or damaged during shipment we will initiate a insurance claim on your behalf and credit your replacement order up to the insured value. (i.e. $50 or $100). If your order value exceeds the amount of the included insurance value we strongly suggest requesting additional insurance. If you desire additional insurance please request it in the comments when ordering. The customer is responsible for the additional insurance fees.

e. Do you ship to APO/FPO?
Yes. APO/FPO shipments ship via USPS Priority Mail.
5. Explanation of Options:

a. What is the difference between the Full and Short body shields?
We offer two options for the body shield on our holsters.
• Full (standard) – The Full body shield completely shrouds the inside face of the weapon. This helps protect the weapon and any controls from you and protects you from any sharp edges or corners on the weapon. We cut the Full shield to still allow you to seat the firing grip with minimal interference from the holster.
• Short / MD – The Short body shield is reduced to clear any fire controls on the inside face of the weapon. A Short body shield will also allow your thumb to come to rest against the weapon for a full firing grip before the draw is started. We leave enough material to also aid in re-holstering and to help keep your clothing out of the holster mouth.

b. What is the “MD” Cut on magazine carriers?
MD cut magazine carriers have the lead bottom corner trimmed off of the magazine. This aids in comfort when carrying the magazines closer to 12 o’clock on the waist line. Please not, you only need one MD cut magazine carrier for your belt, the closest carrier to your belt buckle.

c. Which belt loops should I buy?
The mounting hardware all serve different purposes. For OWB carry, the standard belt loops will carry the gun very tight to the body and maintain a small profile on the belt. Additional mounting options are available, such as the Pancake Wings and OWB Soft Loop Wings or QMS straps.
For IWB carry, you’ll first need to decide if you need a “tuckable” holster or not. A tuckable design is good for better concealment, but at the disadvantage of a slower and more difficult draw-stroke.
For standard IWB carry with a jacket or shirt as a cover garment, our standard recommendation is the “IWB Soft Loops”. Order the “IWB Tuckable Soft Loops” if you require a tuckable set up. Choose the “IWB Tuckable Soft Loops with Offset Wings” for the most versatile IWB set up.

d. I have aftermarket controls/options installed. Will it still fit and function in your holster?
Usually. Our holsters will work with most aftermarket sights. If you have suppressor sights on your weapon, you’ll need to let us know in the comments when you order. For other extended or aftermarket controls or accessories it is best if you email us and send us a detailed description, link to the product, or a picture of your weapon so we can confirm fit and function for you.

e. I have a red dot or optic on my weapon, will it still fit in your holster?

It depends on the type of optic and where it is mounted. Email us with a picture or link to an image of your set up and we can tell you for sure.

6. I have a firearm, flashlight, magazine, knife, rail, or other item not listed on your website. Can you make a holster/carrier for this item?
Usually, no. If it is not listed on any of our sales sites we do not have a live weapon or replica tooling to make it with. We do not have a Federal Firearms License and thus we cannot legally accept firearms through the mail.
7. Using and Maintaining your gear:

a. How do I change the hardware on my holster/carrier?
Our hardware utilizes “Chicago Screws” to affix the different mounting platforms to the holster itself. With a Phillips head screw driver, you can change these platforms easily.
Remember to keep the male screw on the side in contact with the rivet (the holster itself), and the female screw on the item that is bare polymer (typically the mounting platform). The o-ring washer should sandwich between these two pieces. The only exception to this rule is the IWB Soft Loops, which do not use the rubber o-ring.

b. Will your holster wear the finish on my gun?
All holsters wear the finish on a firearm. These are tools we carry to potentially save our life one day, they should not be collector’s items. Kydex holsters, over the long term, will wear a gun less than a leather holster will. Kydex will rub along the high spots of a gun and may create some wear marks. After the holster is broken in, those wear marks typically will not grow in size. A leather holster will retain dirt, sweat, powder residue, oil, and other daily grime which will create an abrasive surface that will constantly wear on the gun it holds. When your Kydex holster is dirty, simply wash it out.

c. Can I remove my light and still use a Light Compatible Phantom holster?
Our standard Phantom holsters retain the weapon via friction fit to the trigger guard, our LC models index a feature on the weapon light. Retention with the light removed on a Phantom LC would be sub-standard at best, and is not recommended. With the light removed from the weapon there is a large void left in the holster below the dust cover of the weapon, which creates a condition where anything contacting the weapon will cause it to pop rearward into that void, resulting in a potentially unsafe condition. While we agree that there are times when running without a WML is preferred, this is best accomplished with a separate, purpose built holster.

d. Will my firearm fit a holster designed for a different firearm?
Our holsters are built to spec for each item they are designed to hold. That said, there is some crossover that will allow other models to fit. Typically, a smaller gun of the same make will fit in the holster for the full size version.
Example: A Glock 34 holster will carry a 17, 19, or 26 without issue (as well as the .40cal and 357Sig versions of those guns). The same goes for light compatible holsters, as long as the light is mounted on the smaller gun.
Firearms with a thumb safety can create an issue. A holster built for an M&P45 without thumb safety will NOT fit an M&P45 with thumb safety. The sweat shield of the holster will impede the thumb safety model from being inserted.

e. How do I mount my holster/mag carriers to MOLLE/PALS Gear?
Our products are concealment oriented and thus are not well suited for overt use on war belts, chest rigs, etc. We do not and will not produce mounting solutions for this application.

f. Are there any special care instructions with Kydex gear?
For the most part, no. Kydex is a very durable material. It will not retain moisture and will clean easily with a quick rinse, or scrubbing of a nylon brush if you feel the need. That said, there are two key points you should pay attention to with our gear:
1) Once your carry settings are decided, you should place a drop of non-permanent thread locking compound on the threads of the hardware. The thread locking compound should be applied after a clean/degrease of the hardware.
2) DO NOT LEAVE YOUR GEAR IN A HOT VEHICLE, especially in the sun. A piece of gear left on the dashboard of a vehicle during a hot day can reach high enough temperatures to deform them. They are still covered under our warranty, but save yourself the hassle of having to deal with this problem by keeping them away from this exposure. Simply putting them in a bag or in the trunk is usually sufficient to keep them from deforming.

g. I lost my hardware/accessory and can’t use my holster, what do I do?
You will need to order replacements though our web store. We do not replace lost hardware or accessories. We highly recommend that once you have configured your gear the way you like that you apply some non-permanent thread locking compound to the hardware and check it regularly. All of our hardware kits come with thread locking compound.

8. Discounts and specials:

a. Do you offer Law Enforcement/Military discounts?
Yes, we are happy to provide a 10% discount for Active LE/MIL customers. The “2222″ code is no longer valid. In order to receive the Active Military/LEO discount you must first have your account verified by our customer service staff before placing your order. This is a one time verification process. Once your account has been verified, your discount will be automatically applied to future orders as long as your order is placed under that account. You will need to follow this process for both the Quick-Ship and the Custom site.
1. Create your account(s).
2. Using your government email address send an email to gearinfo@ravenconcealment.com with your name & email address that you used to setup your account(s).
3. Our customer service team will validate your account and send you a confirmation that your account is enabled for the appropriate discount.
Once your account is validated all product pricing will automatically reflect the discount level once you are signed into your account. (i.e. A $79.99 holster will be displayed at $71.99). You can then place your order as normal without the use of coupon codes.
(Law Enforcement Officers who do not have a department email may send a copy of their credentials provided it does not violation department policy. Please DO NOT send a copy of your Military ID as this is in violation of military policy. If you are not able to access your military email you can provide an official letter from your Commander or Readiness NCO confirming your active status.)

b. Do you offer any other discounts or specials?
We do not have any other ongoing discounts or specials. We suggest following us on Facebook to keep updated on any current offers, discounts, specials & contests.

9. I have additional questions not covered in this FAQ, what should I do?
We find that emailing us is the most efficient way to handle incoming requests. We do our absolute best to answer all emails within one business day. We receive over a hundred emails per day, so catching up after the weekend can sometimes take a couple days. Please only send your request once, as researching the same issue multiple times causes a delay in response for everyone else. The various email servers on the web are not 100% reliable. If you do not receive a response within five business days, please email again. Please ensure you type your email address correctly in the contact form. Without an accurate email address, we have no way of contacting you to answer your questions.
If you are unable to email, or have a specific question best discussed over the phone, please call our customer service number between 10am – 6pm EST at (440) 508-9000. Please note: We do not accept orders over the phone.