The Mask FAQ
Due to Covid-19, our warehouse team is working limited hours. With these limited hours and increased order volume, we are experiencing a delay in processing. Order processing is currently delayed at least a week. We sincerely apologize for the delay and thank you for your continued patience.
Below are some answers to our most asked questions.
When is my order going to ship?
Orders will begin to ship out within 5 business days following the dates noted below. Orders will continue to ship out in the order in which they were placed. We have a small warehouse team of 3, but are making it happen (safely, and at 6 feet apart). We thank you so much for your patience. If you haven’t yet, soon you will receive an e-mail confirmation with the tracking information as soon as your masks are on the way.
What carrier do you use?
We ship all orders with USPS and can accommodate P.O. Boxes.
The tracking information for my order isn't updating. Did my order ship?
If you have a tracking number your order is enroute. Sometimes with a smaller package (such as The Mask) the initial scan is missed, so tracking updates aren't available along the way. The updates will come through when the package is scanned as delivered.
Can I edit, change, or cancel my pre-order?
Any edits, changes, or cancellations to an existing order unfortunately cannot be accommodated due to an incredibly high volume of orders.
Please double check your shipping address and the start ship date indicated on the product page - or above. If you have any further questions, please reach out via email or text.
Where is my order confirmation?
All automatic order confirmations are sent to the email associated with your order.
For example: If you have entered your husbands cousins email from Apple Pay at checkout, that is where your order confirmations are going.
We are unfortunately unable to update this.
Are you donating masks?
We have over two thousand (and counting) masks being produced for donation to those in need. To learn more and to help us in supporting some great organizations, please visit The Mask Donation.
Will The Donation Mask I ordered be shipped to me?
No, your donation pack will not be shipped to you. The Donation Mask will go directly to our donation partners, which you can read about HERE.
Our non-medical, reusable adult masks are unisex. Although it is challenging to accommodate all faces, our masks fit most adults.