Frequently Asked Questions - Non-medical Face Masks


MASKS

Does wearing a non-medical face mask protect me from viruses?

A non-medical mask is a great way to protect your immediate environment: it covers your mouth and nose to prevent your respiratory droplets from contaminating others or landing on surfaces. It is especially useful during short periods of time when physical distancing is not possible in public settings (at the grocery store or on public transportation, for example).

Combined with the hygiene measures recommended by public health authorities (frequent hand washing and social distancing), wearing a mask thus provides a safer environment in public places.

Are the masks N95 certified?

SP protective face masks are not certified by any medical organization and should only be used for personal use, as advised by health authorities.

How do I know if the size fits me?

The mask fits just about any size face.

Do you have a children's size?

At the moment we only have one size.

Where are the face masks made?

The masks are made right here in Canada, in our Granby and St-Hyacinthe plants. We are doing everything we can to limit job losses within our company by reassigning our personnel to the manufacture of masks.

We are also doing everything we can to provide the public and front-line workers with protective equipment in these tougher times.



USAGE AND MAINTENANCE

Should I wash my face mask before using it for the first time?

Yes, we recommend washing the mask in the washing machine on a regular cycle before wearing it (in hot water if possible) and drying it for at least 20 minutes at high temperature (40 degrees minimum).

How often should I wash my mask?

How often you wash your mask depends on how often you use it. If you wear your mask all day in public, it is important to wash it after each use. If you use it occasionally for short periods of time, once a week should be fine.

Wash your mask immediately if it becomes soiled or if you come into contact with someone with symptoms.



PURCHASING AND SHIPPING

How long will it take to receive my order?

Orders are processed within one or two days with exceptions (larger orders) and are delivered to your home within 3 to 7 business days by UPS. As demand is very high at UPS at the moment, there may be some minor delays depending on the destination.

How do I get my order tracking number?

You will receive your order tracking number by email as soon as the masks are shipped.

Can I get a refund or return my face masks?

If the order has not yet been processed, it is possible to cancel the order and request a refund. Once the order has been shipped, it is impossible to return the order or get a refund for health reasons.

I made a mistake in my address when I placed the order / I would like to change the delivery address, what should I do?

Contact Customer Service as soon as possible to advise them of any changes to your order: by email at message@spapparel.com, or by phone at 1-844-319-2233. If the order has not yet been shipped, we will be able to make the change.

I would like to add masks to my order, what is the best way to proceed?

If your initial order has not yet been shipped and if the number of masks you want to add to your order is a minimum of 10, therefore qualifying for free shipping, the best way is to place a new order and specify in the comments to send it at the same time as the initial order (specify the order number). If the additional number of masks does not qualify for free shipping, contact us by email at message@spapparel.com, or by phone at 1-844-319-2233. We will be able to make the change if the order has not yet been shipped.

I placed an order over $5,000 and I couldn't pay, what happens now?

We prefer to limit transactions via our website to a maximum of $5,000 to limit the risks related to fraud. If you have placed an order that exceeds this amount, a member of our Customer Service team will contact you as soon as possible to advise you of the payment procedure.

Is it possible to have a personalized mask design (sublimation)?

We do not offer this option at this time, but we are currently evaluating the possibility. To express your interest, please write to message@spapparel.com.

Do you offer a volume discount for bulk orders?

At this time, the only prices offered are those posted on the website.

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