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.

Shipping

How long will it take to receive my mask?

Masks arrive within 14-21 days. We are not set up to automatically generate tracking numbers at this time. However, please contact us if your order does not arrive within the designated time frame.

I received an “order complete” email, has my order shipped?

You may receive an “order complete” email when we generate a mailing label for your order. This does not mean your order has shipped.

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

Our SHEMA97 Functional Active Mask is made in South Korea, and ships from the US.

What are the shipping costs?

Shipping is FREE within the continental United States! Shipping costs may apply to other destinations, and are 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 is incorrect?

For the safety and security of all customers’ financial information, our systems verify the billing zip/postal code of credit/debit cards with the card issuer. If you see “your billing zip 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, then feel free to return to checkout.

Sizing

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″

Mask Care & Washing

What is nanofiber, and how many times can the masks be safely washed?

Nanofiber is a filter with a structure in which long and thin fibers superimpose with a thickness of 200 to 500 nano-filters. It physically locks small particles, and it is easy to wash out particles caught by the filter with water.

The filter is deformed very slightly when washed several times, and the particle filtration rate drops to about 50% after washing 20 times. We recommend a maximum of 20 washes when using the mask in areas with high virus prevalence.

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.