Sustainable KN95 Masks FAQ

Have a question about your Sustainable KN95 mask? See our below FAQ for more information. If you have additional questions, please contact us at [e-mail].

Need to make a change to your subscription? Visit the Subscription Management Page for more details.

---

Questions about the Sustainability Program:

1. How does the program work? 
• Your order will arrive with a prepaid label that allows you to send back your used masks to VIDA. Please save the outer envelope that the masks arrived in, as you will be reusing it. Once you’ve used all your masks, place the used masks back in the envelope they arrived in, and place the pre-paid return shipping label over the original label on the envelope.
  
  You can order the masks as a one-time purchase or as a subscription. If you choose our subscription option, you can repeat this process monthly. You can edit, pause, or cancel your subscription 24 hours before it is shipped.
  If you have lost your original mailer, feel free to use any other envelope/ mailer to return your masks to us using the provided return label.
  
  If you have lost your return label, please reach out to [e-mail] and our customer service representative will provide you a new label by email to print out at home.

Questions about My Subscription:

1. How long will it take to receive my masks?
   • Masks will be shipped out from our warehouse within 1-3 business days. Please allow for up to 4 days for the items to arrive.
2. How do I check if I am subscribed to receive masks each month?
   • Please login here and click on "Manage my Subscriptions" on the left-hand side. From there, you can check your subscription status.
3. How do I cancel my subscription?
   • Subscriptions can be canceled at the Subscription Management Page. Please note that you can cancel your subscription up to 24 hours before it is shipped.
4. Can I pause my subscription?
   • Yes. Subscriptions can be paused as long as you create the request 24 hours before shipment. See the Subscription Management Page for more details.
5. How do I edit my subscription?
   • You can edit your subscription on the Subscription Management Page. Your subscription can be edited until 24 hours before it is shipped.
6. Am I required to subscribe, or can I just make a one-time purchase?
   
   • It is possible to just make a one-time purchase.
7. Is there an option to receive several month's shipments in one bulk shipment?
   
   • It is possible to buy multiple packs at once and you will receive a higher discount for bigger packs. When signing up for the subscription, you will receive your chosen quantity monthly. It is not possible to sign up for our subscription and receive all packages at once.
8. Will there be a discount on packs?
   • Yes. The 10 pack will receive a 5% discount and the 20 pack will receive a 10% discount with the base price of our mask. If you sign up for our subscription service, you will receive an extra 5% discount in addition to your pack price.
9. I have a discount code or a gift card. Can I use it to get a discount on my subscription?
   • Since the packs are already discounted as listed above, discount codes and gift cards will not be valid for subscriptions.

Questions about the Product:

1. Are these surgical masks?
   • No, they are not.
2. What is the mask made of?
   • Our Sustainable KN95 masks feature a 5-layer filtration system and are made of 50% hot air cotton, 30% non-woven polypropylene, and 20% meltblown propylene.
3. Are these NIOSH certified?
   • No, our masks are not NIOSH certified. 
4. Do these follow the CDC guidelines for face coverings?
   • Yes. They are not specifically CDC certified, but they follow the CDC's guidelines for face coverings. They are not certified for medical use.
5. How long does a filter last? 
   • A single 10-pack of masks will last one person for 30 days when used lightly (eg. going to the grocery store, running errands, etc.) 
6. What do you mean by using the mask lightly?
   • Light use can mean running errands, going to the grocery store, etc. If you are in a densely populated area (i.e. in a crowd, in a music festival, etc), this is heavier use. In these situations, you can use your mask for up to 4 hours.
7. How often do I need to discard the product? For example, if I go to the store one day for 30 minutes, do I need to use a new mask?
   • No, in that case, you should take off the mask by the elastic and store it safely in a Ziploc bag. It can be re-used again for another short trip. For second-time use, please take the mask by the earloops out of the bag. Don’t touch the outside front. This can be repeated for trips up to 4 effective hours in total.
8. Does this mask have a nose wire?
   • Yes, this mask has a nose wire to ensure a snug fit.
9. Does this mask come in different colors?
   • Yes, it comes in grey and black.
10. Does this mask come in different sizes?
    • No, the mask only comes in one size. It is comparable to our XL-sized masks.
11. Do your masks vary in shape?
    • No.
12. Is this mask suitable for kids?
    This mask is suited for older kids (eg. Age 9 and above) but not for younger children.
13. What do I do if the mask is too large for me?
    • You can tie a knot in the elastic straps to make the mask fitted to your face size.
14. What are the dimensions of the mask?
    • The mask is 6.125 inches long (the nose to chin measurement) and 8.25 inches wide. Please refer to the following diagram.
      
      

Questions about Recycling the Product:

1. Can I recycle this product at my local recycling service?
   • No. Due to regulations, Sustainable KN95 masks cannot be recycled through your own municipal collection service, but only through this mail-back program.
2. How do I recycle my product safely?
   
   • Please place the used masks back in the envelope they arrived in, and place the pre-paid return shipping label over the original label on the envelope.
3. How are these masks safely recycled?
   
   • The mask is made of virgin plastics only and the materials will be decontaminated and separated to flow into normal processes for plastic recycling. They will be made into low-end industrial products (for example, shipping pallets). They will not be used to make another mask.
4. What do I do if I have lost my mailer or return label?
   
   • If you have lost your original mailer, please use any other envelope/mailer to return your masks to us using the provided return label. If you have lost your return label, you can reach out to us here and we will provide you a new label to print out at home.
5. Are international orders eligible for the recycling program?
   
   • No, we only accept domestic orders for our recycling program. The carbon footprint for recycling international orders in the USA would be worse than recycling it in your home country.
     
     If you are an international customer who wants to recycle your mask, you will need to research recycling companies in your country to see if there are options for you to recycle your face masks safely.

 

Caring for my Mask:

1. How do I properly care for my mask?
   • When using your mask, please try to keep it dry and be careful not to let it get damaged or bent. If you are reusing your mask a second time, we recommend safely storing it in a plastic Ziploc.
2. Can I wash this mask?
   • No. The mask's filter efficiency will decrease if it gets wet, so please keep it dry.
3. What do I do if my mask gets wet?
   • We strongly recommend throwing away the mask and using a new one. The masks’s filtering efficiency decreases when it is wet.
4. Can I disinfect my mask?
   • No. If you spray a disinfectant on the outside of your mask, it will get wet and consequently have a lower filter efficiency. It will not be as effective if you spray it with a disinfectant. 

General Questions

1. Can I return the product if I am not happy with it?
   • Masks are a personal use item and cannot be returned. Please contact us here if you have additional questions.
2. Can you expedite the shipping of my masks?
   • For one-time purchases, you can expedite shipping when you check out. At this time, expedited shipping is not available for subscriptions.
3. Where is the mask made?
   • The mask is made in China.
4. Can you donate Sustainable KN95 masks for my organization?
   • Please submit a request on our donations page here.
5. What are the earloops made of?
   • The earloops are made of elastic.
6. Are the earloops adjustable?
   • They are not adjustable and do not include cord adjusters.
7. Can these masks be used during exercise?
   • These masks are unsuitable for exercise as they are made of firmer and thicker material. 
8. Are these masks packed individually?
   • No, they come in packs of 5. The polybag is resealable to safely store your unused masks if you take one out. 
9. How long can I store these masks before they lose their effectiveness?
   • The masks can be stored safely for two years without losing their function.
10. The mask is black/grey. Will the dye transfer or stain my face?
    • The inside lining of the mask is white, so the mask will not stain your face.