A NOTE ABOUT RECENT ORDERS

We're sorry for the delays on orders in the previous weeks in which we had processing times of several weeks due to high demand. We recognize that most people have or soon will have to return to work/school/everyday life and are facing challenging times where they will be forced to leave their quarantines. Taking this into consideration, we will now be processing/shipping all in-stock mask orders the next business day. To view which styles are in stock please visit here

We have created thing page to help with general questions specific to mask orders to help assist you. Please feel free to contact us at info@profoundco.com for any issues not addressed here or for a much faster response contact us on Instagram or Facebook Direct Message (DM)


 

How does next business day shipping work? 
All in stock masks (see in stock masks here) ship the next business day from our New Jersey, USA fulfillment center. Only in stock masks qualify for next day shipping. This does not include tees and other items although those orders are fulfilled quickly as well. Please make sure the mask you want to order is in stock in order to qualify for next business day shipping. Note this does not mean next day delivery.  Please allow one additional business day for orders placed over the weekend.

How do I check the status of my order? 
Most masks are now processed and shipped the following business day as of June 6th. You can check the status of your order by clicking here. If you ordered prior to June 6th and your item(s) is not on our backorder or pre-order list here and you still have not received your tracking number, please urgently contact our Customer Care team at info@profoundco.com and we will assist with your order immediately. 


My mask is too big or too small for my face.
We're so sorry to hear that the mask does not fit right. We do our very best to make it a one size fits all and we apologize that yours did not fit right. 
We have some additional sizing tips here: https://profoundco.com/pages/face-masks-sizing if this still does not work, we have sizing toggles that help make the mask tighter (https://profoundco.com/pages/face-mask-toggles). If this still does not help resolve your sizing issue, please email us at info@profoundco.com for further assistance. 


What is the plastic things included in my mask polybags? 
We are working hard to try to perfect our sizing so we can have every mask fit properly to make them as effective as possible. In doing that we have worked on a more stretchy elastic to help make it bigger and we now provide toggles to help make the tigher if they are too big on you. You can see instructions on how to use them by visiting here



Where is my mask shipped out from? 
Our fulfillment center is located in Central New Jersey, USA 


How often should the PM2.5 Filter be replaced in the Triple Layer Mask Inserts? 
If masks are worn everyday, it is suggested to replace the PM2.5 filter every 7 days. Replacement is dependent how much often the masks are used. 


Once my order ships how long does it take for it to arrive?
Once you receive your shipping confirmation, most domestic, US orders take between 1-5 business days. We now exclusively use DHL for all international orders to ensure smooth delivery. International orders normally 7 business days depending on the destination. 


My package says it was delivered but I never received it. 
We're so sorry to hear your package is lost, we know how disappointing that must be after waiting for it to arrive. The first step is to make sure you placed your order with a full and complete address in your order confirmation email. Sometimes we see orders are placed with an apartment or suite number and they are delivered to the wrong box. If the address is correct, our first step in trying to resolve this issue is we suggest to check your mailbox as it's a small polybag and oftentimes it's put in with regular letter mail. If it's not there, we have also seen that USPS/UPS marks it delivered but it actually gets delivered a few days letter, this may be a lag time due to the current situation with the COVID-19 Pandemic. If none of the above are the case, please email us and we will take the next steps to escalate the matter.



Why were there so many delays? This is unlike your brand.
We have always taken a lot of pride in providing an exceptional customer experience from ordering on our website to receiving a high quality product. If you experienced a delay with your order, we're sorry. As humans, we sometimes fall short and we're sorry for that. Due to new regulations on masks at customs and borders we saw delays in receiving our shipments and that is why we weren't able to ship within a 1-3 week window as we stated on our website when you placed your order. A lot of that has been out of our control. With the vast success of our Mask Campaign, we were able to donate a large amount of it to The International Rescue Committee (rescue.org) which has helped many less-fortunate people all over the world, especially displaced refugees. We don't want you to feel that our intentions are not in the right place, if you have any questions or concerns, we are always happy to hear from you. 

 

I waited really long for my order through April-May. 
We're really sorry for the long wait for orders during our pre-order phase when we were working very hard to keep up with production demands. We have since improved immensely to meet the needs of this urgently needed item. If you waited more than two weeks for you order between April-June, please email us with your order number and we will ship you a free mask on us as an apology.