Frequently Asked Questions

Q. When will my order be shipped? How long will processing & shipping take?
A. Updated: June 10, 2020
**Note: Due to overwhelming national demand, Canada Post is experiencing shipping delays across the country. Please check their website for more information and please expect slight delays in receiving your order.
Orders are usually processed within 1-3 business days of being received. 
Ground Shipping (No tracking number provided) could take between 3-12  business days depending on your destination. We do not recommend selecting ground shipping as an option at checkout. Please note that expedited and ground shipping both have the same lead times for fulfillment. 
Expedited Shipping (Tracking Number provided) could take between 1-5 business days depending on your destination. Please note that expedited and ground shipping both have the same lead times for fulfillment. 
Q.  Do you offer curbside pickup? What are your pickup hours?
A. Yes we do! We are located at 22 Balliol st, lower level, Toronto. Our hours for pickup are Monday to Friday from 11 am - 5 pm (Closed for Canada Day). Please call 416-546-4416 when you arrive.

Q.  I never received an order confirmation email. When will it be sent? 
A. Order confirmation emails are sent automatically right after your order has been received. If you do not receive one, we encourage you to check your SPAM/JUNK folder as some email have ended up there. If it isn't there, shoot us an email with your order number and we will have it resent. The next email you should receive from us is a shipping confirmation status which means your items have been dispatched and are on their way. 

Q.  How do you recommend washing my new MOJi Mask?
A. MOJi Masks are made with premium cotton, linen or cotton blend so we recommend hand-washing with warm water and soap. We recommend air-drying your masks after each wash as using a dryer may cause shrinkage and damage to the elastics.
 
Q.  Should I wash my mask before first use
A.  Yes. Please wash your masks prior to first use and between each use. If you choose to use a filter, replace it after each use and before washing. 
 
Q. What is a size Regular? What is a size Large?
A.  We have a few different patterns of masks and are constantly adjusting and updating the style for better overall fits. If you receive our original style pattern a large mask will be slightly bigger than the regular mask. As well, the elastics will be slightly longer. If you receive our new style mask, the patterns have been updated to a sleeker look and the regular and large are the same size. The only difference is the length of the elastic where the large mask has 1 extra inche of elastic on each side. 
 
Here is an example to help you choose you choose the most appropriate size for yourself. 
Amy is a 5'6 female weighing 120 lbs. Using a tape measure, it is 4.5 inches from the bridge of her nose to the bottom of her chin and 5 inches from her mid chin to the bottom of her ear. That would TYPICALLY be a Regular size.
 
John is a 6'1 male weighing 210 lbs. Using a tape measure, it is 6 inches from the bridge of his nose to the bottom of his chin and 6 inches from his mid chin to the bottom of his ear. That would TYPICALLY be a Large size.
 
We know that all face sizes and body types are different and no mask will fit any 2 faces the same so please choose the size you think would be best for you.

Please note: Elastics sewn into each mask are stretchy and can accommodate some stretch in the mask. If you ordered a size that is too big, a simple hack is to tie a knot in the elastic on each side which will tighten up the mask or tie an elastic to the 2 ends and wear the mask with the pressure of the straps on the back of your head or back of your neck.
 
Q.  Why were some of my items shipped but not all of them? Why did my masks come in multiple shipments? Why did I get multiple 'shipping confirmation' email?
A.  Because all our masks are Hand-Made by various seamstresses across the Canada, our complex supply chain sometimes requires us to send various packages for the same order. This helps ensure you get your package as quickly as possible. 
 
Q.Will I get a tracking number once my package ships?
A. If you choose Expedited Shipping at check-out, you will receive a tracking number once the order ships. If you choose Standard Ground Shipping you will not receive a tracking number.

Q.Can I add products to my order if I haven't received shipping notification?
A. Absolutely!!! Just send an email to hello@MOJiMask.ca and we will make any modification needed. 

Q. Can I pre-order a sold out mask series that I like?
A. Unfortunately, in these times our high-quality materials & fabrics are very limited. Once we sell out of a series, we do our very best to source the same fabric, but in some cases once it's gone, it's gone! New stock arrives daily and limited editions are constantly being released so keep checking our store for one that catches your eye.
 
Q. Where are these masks manufactured?
A. We are proud to say that each mask is Hand-Made in Canada. We realize times are tough for everyone so we are doing what we can to help boost the economy and reduce unemployment by employing individuals and wage-earners who have been affected by the COVID-19 outbreak.
 
Q.  Are these masks re-usable? Can I wash them? Can I put them in the dryer?
A. We recommend hand-washing with warm water and soap and allowing them to air dry. MOJi Masks are made with 100% premium cotton, linen or a poly/cotton blend depending on the mask series and can be washed on a gentle cycle in your washing machine but again, we always recommend air drying over machine drying. We also recommend washing your masks between each use.
 
Q. Are masks effective to reduce the transmission of COVID-19 and other viruses?
A. While they are not, and should not be direct substitutes for N95 or other medically certified Personal Protective Equipment (PPE) these hand-made MOJi masks do offer varying degrees of protection and should help reduce person-to-person droplet transmission of the virus. (Please note that our masks have not been tested or proven to stop transmission nor is MOJi Mask claiming that to be the case. Social distancing and medical grade (PPE) is still the best option.) 

In early April 2020, Health Canada, World Health Organization (WHO), and the Center for Disease Control (CDC) began officially recommending to wear “cloth face coverings” in public, to reduce community-based transmission of COVID-19.

“Health Canada continues to study the spread and effects of the novel coronavirus across Canada. We now know from recent studies that a significant portion of individuals with coronavirus lack symptoms (“asymptomatic”) and that even those who eventually develop symptoms (“pre-symptomatic”) can transmit the virus to others before showing symptoms. This means that the virus can spread between people interacting in close proximity—for example, speaking, coughing, or sneezing—even if those people are not exhibiting symptoms. In light of this new evidence, CDC recommends wearing cloth face coverings in public settings where other social distancing measures are difficult to maintain (e.g., grocery stores and pharmacies) especially in areas of significant community-based transmission.”

Several countries outside Canada have already mandated this as well.

Q. Is this a medical grade mask?
A. NO. MOJi masks are not medical grade masks and do not replace N95 or other medically certified respirators and personal protective equipment, (PPE).
 

Q. Who are these masks for?
A. Anyone and everyone looking for an additional layer of protection for you and those around you and who want to look stylish while making up in public. 

Q. Do you ship to my country?
A. We are only shipping to Canada & USA. 

Q. Can I return or exchange my mask? Could I cancel my order if it hasn't shipped?
A.  ALL SALES ARE FINAL. Unfortunately, due to the nature of the product, we cannot accept returns or exchanges. On a case-by-case basis (pending circumstances), if your order has not shipped, we sometimes grant an order cancellation for a $4.99 administrative fee. Please email Hello@MOJiMask.ca for more infomration. 

Q. What kind of mask is needed for my community?
A. The situations differ country to country and even within different communities. Please reach out to your local healthcare and governmental authorities for detailed information. 
 
Q. Do you offer volume discounts for bulk orders or corporate orders?
A. Yes, we absolutely do! Learn more on our Bulk Orders page here.
 
Q. Our company needs custom branded masks for our employees. Can Moji provide those?
A. We certainly can! We will work with you to customize your order in any colour and construction you'd like, so you can keep your staff safe and looking on-brand! Learn more on our Bulk Orders page here.
 
  
And here's a smart 'hack' to get your mask to fit just right:
 
 
Tie little knots in the elastic straps in order to tighten up the fit of the mask against your face and around your ears. (Advanced tip: start by tying your knots very loosely in order to be able to test the fit and adjust the positioning of your knots if you don't get the perfect tightness on the first try. Once you get it perfect, then tighten up your knots).