We are here to help

If you have any questions or inquiries you can find all the information below.

ORDER ISSUES

I'm missing a product from my order, what do I do?

You can contact our customer service team at (310) 975-8423 or e-mail us at info@theguardmasks.com with your order number and item. We will process your request ASAP and mail the missing item in priority mail.

What do I do if I receive a faulty item in my order?

Please take a picture of the item and send it to us with an email describing the fault on your item to info@theguardmasks.com , and we will resolve your problem. Your satisfaction is our priority.

Will you refund the shipping charges on my parcel?

If we have delivered the wrong item to you, you are entitled to a free return shipment, please contact us at (310) 975-8423 or sales@theguardmasks.com

WILL THESE MASKS PROTECT ME FROM ANY VIRUS?

These respirators can help reduce inhalation exposures to certain airborne biological particles (e.g. mold, Bacillus anthracis, Mycobacterium tuberculosis, etc.) but cannot eliminate the risk of contracting infection, illness or disease. OSHA and other government agencies have not established safe exposure limits for these contaminants.

Why is the website product code different to my delivery note?

We use different code identifications between shipping and website ID. If you notice any difference. You will find both codes on the back of the item.

PRODUCT & STOCK

How can I purchase a gift voucher?

Ordering a gift voucher is 100% safe and reliable.

Ordering is easy in 4 steps:

Go to our shop tab.

  1. Place products in your shopping basket
  2. Shopping basket
  3. Order Details
  4. Pay

Why have I received an email saying the item I've ordered is out of stock?

If by any situation we have ran out of stock of the specific item your ordered, we will give you the option of reimbursement or you can choose to get store credit to order any other item from our shop.

How can I search to find products on the website?

You can click on the tab SHOP, and you can find all our products under that tab. https://www.theguardmasks.com/collections/all

Can you tell me more about your Price Promise policy?

We promise to provide you with the best prices and quality in the market. If by any means you are not satisfied please contact us at info@theguardmasks.com and we will be more than happy to help you. Your satisfaction is our priority.

RETURNS AND EXCHANGES

What is your return policy?

You have the right to cancel your order up to 14 days after receipt without giving a reason. After cancellation you have another 14 days to return your product in original packaging and unopened. You will then be credited with the full order amount including shipping. Only the costs for return from your home to the web store are for your own account. If you make use of your right of withdrawal, the product with all supplied accessories and – if reasonably possible – in the original condition and packaging will be returned to the entrepreneur. To exercise this right, you can use this return form. We will then refund the order amount due within 14 days after registering your return, provided the product has already been received in good order.

 

If you are returning a faulty product we will gladly refund you completely after proof of faultiness has been received.

Return conditions

Returning articles is only possible under the following conditions:

  • The trial period of 14 days after receipt of the item (s) has not yet expired
  • Item (s) is / are undamaged and in original packaging
  • Item (s) is / are unused. Due to hygiene reasons and your safety, we cannot take back facemasks if they have been used.

Handling

After receiving the product we will assess whether you are eligible for a refund. We always try to complete a refund within 7 days.

We will wait to refund until we have received the product in good order or you have demonstrated that you have returned the product.

The reimbursement is made using the same payment method that you used to pay.

If the products are not in new condition we will contact you about the handling thereof.

We are not responsible for custom duties or payments.

When can I expect my refund?

We will then refund the order amount due within 14 days after registering your return, provided the product has already been received in good order.

GUARANTEE

What is our guarantee policy?

If you receive a defective product or if your product becomes defective within 30 days, we will send you a new product free of charge. If you have specific questions, you can always contact our customer service.

STILL HAVE ANY QUESTIONS?

 +(310) 975-8423

 sales@theguardmasks.com