Frequently Asked Questions

Thank you for your interest in our products! We’ve compiled these frequently asked questions to assist before, during, and after your purchase. Have further questions not answered below? Please contact us.


How long do items take to ship?

Our fulfillment team aims to pack and ship all orders within 1-2 business days. Most shipments are delivered within 10-14 business days, but some US shipments may take up to 14-21 business days, while shipments to Canada or orders during during heavy shipping seasons (such as mid-late December) may take longer. We appreciate your patience.

I saw a delivery date in an email or a tracking page, is this a guarantee?

No. Many shipments arrive within 5-10 business days, but we do not, and cannot, guarantee a specific delivery date due to variations in carrier service levels around the country. If at any point you see a delivery date estimate, it is provided exclusively the shipping carrier (e.g. UPS, DHL, USPS or FedEx), not, and we do not offer any warranty as to its accuracy.

I clicked on the tracking number in my shipping email, and it says “USPS Awaiting Shipment”. Why haven’t you shipped my order?

Please click the link marked “Track” to track your order. Some email providers, like Gmail, and some devices, like iPhones, will make the tracking number in your email clickable. This is being done by your email provider or device, not by, and their algorithm is detecting your tracking number as a USPS tracking number. This is incorrect. Your tracking number will be trackable via USPS only once UPS Mail Innovations or DHL eCommerce hands your shipment off to USPS and USPS acknowledges that they received it, which can be 2-7+ days after your order is shipped. Until USPS chooses to acknowledge they received your shipment, will show a message like “USPS Awaiting Shipment” and no tracking information. By clicking the link marked “Track”, you will be taken to the correct tracking page for UPS Mail Innovations or DHL eCommerce, where you will find all of the tracking updates.

My package isn’t showing any tracking updates. Can you reship it?

We apologize for any inconvenience caused by the shipping carrier. Delays during some peak seasons (like December of each year), or other sorting backlogs, may cause some shipments to take up to 21 days to be delivered. While we expect the majority of shipments to arrive well before this time, we ask that you allow up to 21 days for your package to be delivered. After 21 days, please contact us for assistance. We greatly appreciate your patience.

My shipment is missing a mask, or something is damaged. What should I do?

If your order arrives damaged or missing contents, please notify us immediately, but no later than 120 days after the date of your order, and we will send a replacement. We want to ensure you receive exactly what you’ve paid for – and almost all orders arrive exactly as they are supposed to – but we are unable to assist after 120 days have elapsed post-delivery.

Is expedited shipping available?

We unfortunately cannot offer expedited shipping at this time.

Where are the masks made, and where do they ship from?

Our SHEMA97 masks are made in South Korea, and ship from Atlanta, Georgia. Our offices are located in Auburn, Alabama.

What are the shipping costs?

Shipping is FREE within the continental United States, Alaska, Hawaii, APO/FPO and Puerto Rico! Please contact us for free shipping to any other US territory. Shipping to Canada is additional, and the total will be displayed at checkout.

Other Ordering Questions

My organization is tax-exempt. Can I place a tax-exempt order online?

We would be happy to assist with placing a tax-exempt order with appropriate documentation. Please create an account via our My Account page, then contact us to have your account marked as tax-exempt. Once it has been marked, you can place tax-exempt orders while logged in.

I need to change the address or other details on my order. How can I do that?

Contact us to update the details of your existing order. Please include your order number in your message.

Why did the checkout page say my zip/postal code or card security code (CVC) is incorrect?

For the safety and security of all customers’ financial information, our systems ask your card issuer to verify the billing zip/postal code, and card security code (CVC) of your credit/debit card. If you see “your billing zip code is incorrect” or “your card security code is incorrect” at checkout, your bank or credit card company’s systems have indicated that what you entered does not match what they have on file. Please contact them to verify your billing address and/or CVC, then feel free to return to checkout.

Please note that payment attempts that are blocked due to an invalid billing zip code or CVC may temporarily appear on your account for up to 5-7 business days and will be removed automatically. does not receive funds from blocked payment attempts, and blocked payment attempts do not result in a successful order. All verification of zip code and CVC is performed exclusively by your issuer, and we are unable to override their verification results in any way, for any reason. We appreciate your understanding.

My order says “Failed” but I see a charge on my card. What’s going on?

As noted above, verification of the billing address and security code associated with your card is performed 100% exclusively by your card issuer. When their systems state that what you entered does not match what they have on file – also known as an “AVS mismatch” or “CVV mismatch” – our payment processor blocks the payment attempt. That means that we don’t get paid, and you don’t get charged – but your bank or credit card company may show the payment attempt for a few days, either as pending or as if it were a completed charge. Their automatic processes will eventually catch up to the fact that the charge was never submitted, and will simply remove it from your account as if it never happened (because it didn’t). We would love for blocked payment attempts to never appear on your account in the first place, but we do not control that in any way.


What size should I order?

Our masks are available in M, L, XL, and XXL. M fits youth and small adult sizes, L fits medium/large adult sizes, XL fits extra-large adult sizes, and XXL is best for those with full beards or XL/XXL adult sizes.

What are the dimensions of the masks?

Mask measurements are as follows (length/width):

  • M: 8″ x 5″
  • L: 8″ x 5.5″
  • XL: 10″ x 6″
  • XXL: 10″ x 6.5″

Our children’s size measurements are as follows (length/width):

  • S: 7.5″ x 5″
  • XS: 6″ x 4″
  • XXS: 4.5″ x 4″

Please note that size XS and XXS are not sold with stoppers.

Mask Use, Care & Washing

How do I properly fit and put on my mask?

We have prepared a video demonstrating proper wear and fitting of the SHEMA97 mask by Visit our About the Mask page to watch it!

How many times can the masks be safely washed?

We recommend a maximum of 20 washes.

How do I wash my mask?

Please wash your mask by hand using warm water and mild, liquid dish soap. Then, allow to air dry. Do not machine wash or dry.

My stopper came off, how can I thread it back on my mask?

We have created a video demonstrating how to thread a stopper back on your mask strap. Please visit our About the Mask page to watch it.

Account Information

I can’t access my account. What should I do?

If you created an account during checkout and are unable to log in, visit the Lost Password page and enter your email address. You will receive an email with a link to set a new password, which you can then use to log in.

I would like to associate my order with an account. Can I do that?

Yes! If you placed an order as a guest, but wish to create an account to track your order and any future orders, first visit our My Account page. Register an account with the same email address as your order, then contact us and we will assign your order to your new account.