FAQ

Please see our comprehensive list of popular questions and answers.

PLACING ORDERS

I placed an order and received an Order Confirmation email

All orders require customers' confirmation once they're placed. To make sure all details are correct, besides the payment receipt, our Order Confirmation will be sent to your email as soon as we start processing your order. They provide a post-checkout confirmation of the item(s) you're purchasing (and colors if applicable), shipping details, and any additional product information that may be useful to you.

Does it mean I have to reply to the receipt or send an email confirming my order?

Please wait for us to process your order and send you the Order Confirmation so you can reply to confirm the details.

I haven't received my Order Confirmation email yet

It usually takes 24 hours for us to process orders once they're placed, but it may take a bit longer on weekends or holidays. If you haven't received your Order Confirmation email after 48 hours, please look into your spam folders and make sure our emails are being received.

Will my order ship if I do not confirm it?

Please make sure you're receiving our emails and confirm your order as soon as you receive our Order Confirmation. The scheduled shipping date only starts counting after your order is confirmed. Failing or refusing to do so will result in order cancellation and payment refund (3.4% payment processing fee will apply).

Can I return a product?

For your safety, we cannot accept returns/exchanges. Since masks are personal items and cannot be reused after opening, unfortunately we don't allow product returns or refunds after orders are shipped. Please read more in our Terms & Conditions page. Make sure you read all the product information and choose the correct or best fit/size for your face before ordering. You're welcome to contact us if you have any questions before you decide to purchase any product.

I just placed my order. Can I have the Tracking ID?

Tracking IDs are automatically generated by the shipping carriers (e.g. FedEx/UPS/DHL) only when orders are shipped. Unfortunately, we're not capable of providing tracking IDs before orders are shipped, simply because we don't have them yet. SHOPMASK will confirm the shipping and provide your tracking ID once your order is shipped. Please notice that some items take 7 working days to ship. Therefore, it may take 7 working days for you to receive your tracking ID.

SHIPPING

Do you ship to my country?

We ship anywhere in the world, including North America (USA, Canada and Mexico), Europe, Central and Latin America, UAE and Middle East, India, Australia, New Zealand, Russia, Japan, Malaysia, Philippines, Singapore, Indonesia, Thailand, and South Africa. If your country or region is not listed, please contact us.

Do you ship without a contact number?

A reachable contact number is required by FedEx/UPS/DHL and asked for every order. Items are not shipped without a valid contact number as the carriers require it.

Do you ship without a complete customer name?

Customer's complete name (first and last) without abbreviations is required for orders to be shipped as shipping carriers require complete names without abbreviation for order to be shipped. Furthermore, if your country requires orders to go through Customs clearance, your name must match the name and documents you will be asked to provide to shipping carriers upon order arrival.

Do you ship to P.O. Boxes, Post Offices or Mail Boxes?

Unfortunately, no. Orders can only be shipped to residential or commercial addresses. Also, the customer's direct signature will be required upon delivery.

How much is the shipping?

Shipping costs depend on the shipping method you choose during checkout, product size, weight, and quantity of items. Different shipping/delivery locations and their fees (by FedEx/UPS/DHL) will be automatically calculated and displayed during checkout.

How long does it take to arrive?

Some items ship in 3 working days after orders are placed and confirmed by email, but most items (such as LG, Philips or Sony products) take 7 working days to ship after the order is confirmed by email. Please refer to the page of the product you're purchasing to know how many days will take to ship your order. If your order combines products that ship in 7 working days and other(s) that ship faster, the order will ultimately ship in 7 working days.

If a specific product or order is scheduled to ship in 7 working days, we will not be able to rush or speed up the shipping date since the purchased items may not be in stock and need to be ordered from our suppliers.

After orders are shipped, estimated delivery time will depend on the carrier, country, customs clearance (if any) and other factors that we do not control. To know how long it will take for your order to be delivered, please refer to the time estimation shown when you checkout (Shipping Method). All orders are securely shipped via Fedex, UPS or DHL, and they require the receiver's signature upon delivery.

My country has import taxes. Are they paid by SHOPMASK?

Shipping fees do not cover eventual customs, VAT or remote area charges that shipping providers might apply directly to customers. Many countries (Canada, UK, France, Indonesia, India, Thailand, etc) tax imported goods, which requires the recipient to pay additional charges before the product is delivered. It's the customer's sole and own responsibility to clear all customs procedures and pay any local import taxes or additional charges. If you're not sure if your products will be delivered without additional taxes by your local regulations, please contact your local Customs department or post office.

Will my items ship separately?

We ship all items together. If some of the products you purchase are available for immediate shipping, but some others require warehouse or supplier logistics, which can take between 5 to 14 days depending on the product (please read the product page for more information), your order will be shipped together when all items become available for a single packaging. If a product is available to be shipped early, but the other can only be shipped in 5 days, both products will be packed and shipped when the second one arrives from a different warehouse. In most cases, products are shipped earlier than the shipping time described in the product page.

Where do you ship from / where are the products located?

In most cases, our products ship from Mainland China and Hong Kong depending on stock and availability in our warehouses.

Do you offer free shipping?

Unfortunately, no. International shipping costs have increased considerably due to limited transportation and cargo situation. That makes us unable to offer free shipping as we would like to.

PAYMENTS

I'm using a VPN and my payment is being declined?

Payment attempts using VPNs (or similar IP cloaking services) are considered high-risk by payment providers. Due to risk assessment policies, payment attempts are automatically blocked if VPNs (or similar IP cloaking services) are detected.

Is this website secure?

All transactions are powered and processed by industry-leading payments provider Stripe, Inc.. No payment data or credit card information is stored on our website. All payments-related information is securely managed and stored by Stripe, Inc.

Which payment methods can I use?

You can use any of these payment methods: Visa, Master, Amex or Apple Pay. All payments are made through secure SSL-encrypted checkout. Please read more in our Terms & Conditions page.

Can I have a refund?

GENERAL QUESTIONS

What type of mask should I buy?

It all depends on your needs, habits and lifestyle. We sell different types of products that offer different grades of filtering technology and protection. If your needs/goal is to prevent inhaling unwanted or dangerous particles in a dirty, polluted or hostile environment, Personal Respirators are our best recommendation as they normally offer higher grade and more advanced filtering protection such as N95, N99 or N100. If you're looking for a daily-use mask that provides basic protection against moderate viruses and bacteria, smells, smoke and other urban gases, our Daily Masks category can be for you. Additionally, we sell products that are specially made for children and pets. Read our Mask Guide with all the information you need about masks and respirators.

What type of products do you sell?

We sell premium and high quality products from very well-known brands. The products we sell range from anti-pollution respirators and personal masks to air purifiers and filters. All products are carefully curated and tested before we decide to introduce them to our customers as we believe it's imperative to know and deeply understand what you sell to others.

I'm a Frontline Worker, Doctor or Dentist. Can these masks be used at work?

No. All products are strictly for personal use. None of the products we sell can be used for medical, professional or industrial purposes. If you're a medic or someone who works in close contact with patients, you must follow the instructions and guidelines from your hospital or superior management in order to choose the right PPE for your work.

Are the products original items?

We only sell original products purchased directly from manufacturers or authorized suppliers. All items are original and shipped in their original packaging. Please notice that -all orders- are meticulously packed using continuous high-definition (HD) video recording in order to register the originality and perfect (new) condition of all items. Video proof is adopted in order to protect both our customers and (us) SHOPMASK.

What happens if my item is defective?

Within 30 days after purchase, if a product is defective due to manufacturing problems, we will ask a carrier to collect the defective item. You'll be entitled to either a refund or a replacement unit (shipping fees not included) after the defective item is collected and returned to us. Read our Terms & Conditions for detailed information regarding product warranty, returns, exchanges and refund policies.

The size doesn't fit well. Can I return or exchange it?

What does N95, KF94, KN95, FFP1/2/3 mean?

KF94 is the Korean equivalent to American (NIOSH) N95, and only applicable to respirators or masks sold and/or made in South Korea. KN95 is the Chinese equivalent to American (NIOSH) N95, and only applicable to respirators or masks sold and/or made in China. FFP1 to FFP3 are the European equivalent to American (NIOSH) N95, N99 and N100, and only applicable to respirators or masks sold and/or made in Europe. We've created a very detailed Mask Guide with all the information you need about masks and respirators.

Can a surgical mask be N95?

No. Simple surgical masks do not "have" any kind of NIOSH grade. They can give you some level of protection against urban pollution, dust, smells, pollen and other airborne particles, but they do not offer a certified guarantee against particles or other elements due to their simple nature, material and body construction. For more information about surgical masks, read our Mask Guide.

Do you sell medical masks or PPE?

All the items we sell are exclusively for personal use. None of the products we sell can or should be used for medical, professional or industrial purposes.