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FAQ

Are your masks one size?
We currently do offer a variety of masks to fit each individual customer's needs. Our masks are the one size fits most. The KN95 masks do offer four layers of protection with the metal nose clip to fit each customer at their own personal preference. The dimensions of four KN95 masks are 6.5 inches across and 5 inches up and down. Our disposable face masks provide 3 layers of protection with the metal nose clip. The dimensions of the disposable face masks are 6.5 inches across and 3.5 inches up and down.

Our new reusable face masks have adjustable ear loops as well as a pocket for the 2.5 PM filter to provide our customers with adequate protection with extra fabric on the mask for either your chin or nose depending on what is comfortable for our customers. Our reusable masks run at 9 inches across and 4 inches across

Where is my order?
If your order has not shipped, we will happily give you an update to the order. As stated on the website, we ship orders within 7 days of receiving them, meaning once your order has been placed it can take up to 7 days for your order to leave our warehouse depending on current delays or order influxes. If your order has shipped, we suggest contacting the carrier first for a more accurate update. They will have more details to assist you with.

When will my order ship?
Your order will ship within 7 business days of it being placed.

How is my order going to ship?
We ship all orders via USPS. If your mailing address does not accommodate USPS deliveries, please provide us with a PO BOX or an alternate mailing address.

How do I cancel my order if it has already shipped?
All sales are final once it ships.

Help! My address is incorrect?
Please contact us as soon as you realize the mistake and we will attempt to fix the address before your order ships.
If your order has shipped, it is your responsibility to contact USPS to try to reroute the order to the correct address.

USPS says my order has been delivered, but I don’t have it?
If USPS has marked your order as delivered, but you do not have it, we suggest contacting USPS directly to make a missing package claim. We are not responsible for lost or stolen packages and you will need to contact them for help in finding your missing order.

More than likely, the package was mismarked as delivered and was meant to be updated as accepted or in transit. The package will most likely be delivered later in the day or the next business days.

I didn’t get an email confirmation, did my order go through?
Due to our high volume, our system’s automated confirmation can take up to 12 hours for our customers to receive this confirmation.

Where are you located?
Packages ship from our warehouse located in Sacramento, California.

How can I get wholesale pricing?
For any information about wholesale or bulk purchases (over 1,000), please contact mark@strattonmedicalsupply.com. He will happily assist you with a quote

Where is my refund?
Our standard refund time is 7-14 business days as we are a small team manually entering the refunds. Once the refund has been initiated you will receive an email confirmation. It can take 3-5 business days for the funds to reflect in your account.

I was shipped the incorrect item?
If you received the incorrect item, please contact our support team at support@strattonmedicalsupply.com with pictures of the items you received along with your order number so we can easily assist you!

How do I return my order?

Are your masks FDA approved?
Our masks are FDA registered. Our mask manufacturer in Quanzhou Weishi Medical Devices Corporation. Click here to view our documentation.

Are your masks NIOSH approved?
Our KN95, disposable face masks, and our reusable masks are not NIOSH approved.

Are you masks made in the USA?
Our products are designed in the USA and responsibly manufactured in China.

What is the subscription?
Our subscription is for customers that need new masks monthly at an incredible price! Click here to view our FAQ page for subscriptions

Are the masks reusable?
Our disposable masks are intended for one-time use. As for our KN95 masks, they can be reused lightly, depending on personal preference. For more information on masks and their suggested duration, you can click here to consult the CDC's website

What is the difference between the KN95 and the N95?
Our KN95 masks are shipped from our warehouse in Sacramento, California. The difference between our KN95 masks and the N95 masks, is that N95 masks are the medical-grade counterpart in the United States. The KN95's are similar in that they filter 95% of particles, but the KN95's are tested and regulated overseas. Here is a video from our team better explaining the KN95 capabilities:


I didn’t get my discount!
Our discount codes are designed to be entered at checkout. Please ensure that you are checking out correctly and your discount is applied before submitting your order.

If you forgot to apply your discount, please contact support@strattonmedicalsupply.com or call us at 888-317-3334 we have phone agents available Monday through Friday 8am-3pm PST, with your order number and the discount you wanted to apply to your order.

**Please note, only one promotion or discount can be applied to your order. (For example, you cannot use a free shipping code and a 20% off code.)

My masks broke!
If your mask broke, please click here to check out our refund policy to see if your mask or order qualifies. If your order or item qualifies, please contact our support team with pictures of the items you ordered along with your order number so we can easily assist you!

I am missing part of my order!
If you are missing part of your order, please contact our support team at support@strattonmedicalsupply.com right away, or call us at 888-317-3334 we have phone agents available Monday through Friday 8am-3pm PST!

**We are only able to assist you with missing items from your order within 7 days of your order being delivered. Click here to read about this policy.

How do I cancel an order?
If you would like to cancel your entire order or part of your order, please contact customer service within 12 hours of placing your order at support@strattonmedicalsupply.com or call us at 888-317-3334 we have phone agents available Monday through Friday 8am-3pm PST. Do not contact our social media team.