We are currently experiencing delays associated with social distancing and new shipping policies, please expect 4-8 business days for processing and delivery times. We will also be temporarily suspending product returns. We appreciate your patience as we all work together to keep everyone safe.
When will my masks ship?
It can take about 1-3 business days to process an order to ship. Please wait at least this period of time before reaching out about shipping concerns.
We appreciate your patience.
Where is my order?
To track the progress of your order, please go to the USPS Tracking Tool. Enter your tracking number found on your order that begins with a 9 and you will be able to see your shipping progress.
If your tracking order does not start with a 9, there may be an issue with your tracking number due to some shipping issues. Our IT team will fix this issue as soon as it occurs. Everything should be back to normal within the next 1-2 business days. You will receive a proper tracking number that begins with a 9 very soon.
It is advised to track the order online every 2-3 days in order to have the most up to date information on the shipping progress of your order.
I cannot find my tracking number?
Your tracking number can be found in your confirmation email.
- Click “View Order” in your confirmation email.
- Under “Your shipment is on the way”, you will find a block of text that contains the USPS tracking number that begins with a 9.
Go to the USPS Tracking Tool and enter your tracking number to track the progress of your order.
How do I get updates on my order?
To get updates on your order, provide your email and/or phone number. You can opt in for email and/or phone updates. If you find that are you not receiving updates, please double check the correct information was inputted.
You can also click “View Order” in your confirmation email to track the progress. Order Updates can be found in an app found on the same page called “Arrive”.
If you are having trouble understanding the updates, please do not hesitate to contact us via our email firstname.lastname@example.org.
How does the shipping process work? Why haven’t I received my order in yet?
The shipping process including processing and delivery times can take up to a total of 3-8 business days (Mon - Fri, excluding Sat & Sun, Holidays) from the order date without any extenuating circumstances.
*We are currently experiencing some delays during this time because of COVID-19. Please be patient with us as we work to get your orders to your front door within 3-8 business days.*
It takes about 1-3 business days to process an order.
Orders inside the USA: After the order has been processed, delivery will take 2-7 business days (Mon - Fri, excluding Sat & Sun, Holidays) to depart from partner facilities and arrive at a USPS dispatch center near you. Upon arrival at the USPS dispatch center, it will take 1-3 business days to arrive at your door.
Orders outside of USA:
It is advised to track the order online every 2-3 business days in order to have the most up to date information on the shipping progress of your order.
*We are currently suspending shipping to outside the USA*
My masks have not moved. Why are my masks sitting in the same location for a week?
Your tracking update may show that your package is in one location for up to 1 business days. This typically will show that the package is shipping out from a USPS Partner facility to the USPS dispatch center. This is normal and you will still receive your package within 3-8 business days from the order date.
If it is stuck in the same location for longer than 2-5 business days, please do not hesitate to contact us via our email email@example.com.
Why is my order only showing it has been pre-shipped for so long?
Last week of April, we went out of stock and some orders are shipped from our international warehouse due to the high volume of orders.
This should take roughly 7-10 business days for your order to ship from the USA and for you to receive updates on your order.
Please be patient. If it takes longer than 12-14 business days, feel free to contact us via our email firstname.lastname@example.org.
What is the Return & Exchange policy for DustproofMasks’ products?
Due to COVID-19 pandemic, we are temporarily suspending product returns. However, any problem that occurs because of an error on our part will be handled at our expense.
Refunds are only eligible on orders that are lost during the shipping process.
What happens if my item is later than the shipping estimates on the website?
We are currently experiencing delays with COVID-19. Shipping times on the website are an estimate for shipping. Most customers will receive their package within the specified shipping estimate.
Some customers will experience longer shipping times because of delays. Please be patient, your masks are on the way.
Waiting times can sometimes reach 1-2 weeks (3-10 business days). Please be aware of this and make your purchase accordingly.
Can I get a refund? How do I request a refund?
Refunds are eligible if orders are lost during the shipping process. If your mask is damaged/defective upon arrival, you will also be eligible for a refund.
If your mask is damaged after use, there is no guarantee of a refund. You can dispute it over email with us.
All claims must be submitted no more than 4 weeks after the estimated delivery date.
In order to get a refund, please send an email to email@example.com with your order number, and request a refund.
Why did my order go back and forth between two cities (e.g. New York and Los Angeles)?
Once USPS picks the package up, they make decisions to ensure the package gets in your hands. We have no control of this part of the shipping process. Your package should arrive within 1-3 days after arriving at the USPS dispatching center (Clarification: This is not the USPS partner facility).
Who pays for the customs duties & taxes for orders outside of the USA?
Shipments outside of the USA may incur customs fees depending on the destination country. The fee may vary depending on your order value, country limits, and other factors based on the product itself. Your are responsible for these fees. Any fees are paid to appropriate customs agency by the end customer.
Customs agencies often calculate duties/fees based on the declared retail price.
With live shipping rates, orders to Canada generate an Int’l Economy Duties paid with tracking option (4-8 business days after fulfillment). This method can be useful for tracking packages so that they are less likely to get lost in the mail.
Why is my tracking number invalid?
Sometimes tracking numbers may not work because the fulfillment company assigns an incorrect tracking number as a result of processing a high volume of orders.
Our IT team will fix this issue, and everything should be back to normal within the next 1 to 2 business days. Your package has been shipped and you will get a proper tracking number within 1-3 business days.
Can I modify or cancel my order?
Orders can only be modified or cancelled within 24 hours of the order.
If you would like to modify your order information or cancel your order within 24 hours, please send us an email firstname.lastname@example.org.
I placed an order for 2 masks during the BUY 2 GET 1 FREE deal. How come I didn’t get a 3rd mask?
In order to qualify for the BUY 2 GET 1 FREE deal, you need to add a total of 3 masks to your cart. The discount code will automatically be applied in the cart when 3 masks are in the cart.
If you purchased 2 and forgot to add the 3rd mask during the period of April 24th and May, 5th, please send us an email at email@example.com and we will send you a 3rd mask if you are willing to pay the shipping fees (4.99$).
Where is my order coming from?
All our products are made in China, We have fulfillment center in California and North Carolina.