Frequently Asked Questions

Q: What is the fastest way to contact Pizi Masques?

A: You can write to us at info@pizimasques.com or fill out a contact form on our contact page. Our team will do its best to answer your questions as soon as possible. Usually, the turnaround time is 24 to 48 hours.

Q: I ordered my masks more than 24 hours ago and they are still not delivered, is this normal?

 

A: Yes, we dispatch the masks within 24 hours. That is to say that we give your order to Canada Post in less than 24 hours (order preparation and shipping). As far as delivery is concerned, it is Canada Post, we cannot guarantee precise delivery times, that is why we mention Dispatch within 24 hours and not Delivery within 24 hours.

Q: I live in France, do you deliver here?

A: No, unfortunately our delivery service only serves Quebec and Ontario. However, our team is working on new solutions to expand our delivery zone. 

Q: Do you accept returns and exchanges?

A: Due to the nature of the product and the current pandemic situation, all sales are final. No exchanges or returns. 

Q: I want to buy a product and it's not on the site or it's out of stock. What do I do?

A: Pizi Masques offers new collections as the months go by, if the product is not available on the site, it is discontinued for the moment. However, if the product is out of stock, please be advised that we are doing our best to provide new copies. In order to be informed as soon as possible of a return in stock, we invite you to subscribe to our newsletter, thanks to it you will be informed in real time of the restocking.

Q: How do I choose the size of my fabric mask?

A: Choose the size of your mask according to our size guide located at the bottom of the page on our website.

Q. Will I receive a tracking number once my package has been shipped?

A: In order to limit your shipping costs our team has chosen to offer you a standard ground shipping method, this one does not provide you a tracking number.

However, you will receive a second email from Pizi Masques informing you that your package has been shipped. Once the shipping confirmation is received it means that your items have been shipped and are on their way. 

Q.  I have never received an order confirmation email. When will it be sent?  

A: Order confirmation emails are sent automatically as soon as your order has been received. If you do not receive one, we encourage you to check your SPAM folder as some emails may have been found there. If it is not there, send us an email at info@pizimasques.com 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 that your items have been shipped and are on their way.

— 

Q.  How do you recommend me to wash my Pizi Masques?

A: Pizi masks are made from 100% polyester fabrics which allows them to be washed in the washing machine / washer in hot water with ordinary detergent. However, to increase the longevity of your mask, it is possible to wash it by hand with soap.

The second important step in the disinfection process is drying your face cover. Polyester is resistant to the dryer, so this drying technique is the best solution, since the heat will act as an additional element to kill the virus. See our article "What is the recommended care for my Pizi fabric mask?".

Q.  Do I need to wash my mask before first use? 

A: Yes, we recommend washing your masks before the first use and between each uses. 

— 

Q.  How often should I wash my mask? 

A: Dr. Lisa Bryski, an emergency physician in Winnipeg, says we should treat our cloth masks like we treat our hands: wash them every time we get home. We recommend using one or two masks a day (depending on where you are going). Our masks are designed to be reused and reduce the use of single-use masks that are sent to hospital staff first.

See our article "How long does it take to change your fabric mask?".

Q. Where are these masks made?

A: We are proud to say that each mask is handmade in Quebec and more precisely in Montreal. We understand that times are tough for everyone, so we are doing what we can to help stimulate the economy by working only with Quebec suppliers.

Q. Are the masks effective in reducing the transmission of COVID-19 and other viruses?

A: Fabric masks are not a direct substitute for N95 or other certified personal protective equipment, the hand-made Pizi Masks 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 and Pizi Masks does not claim that they do. Social distancing and hand washing remains the best option). 

In early April 2020, Health Canada, the World Health Organization (WHO) and the Centre for Disease Control (CDC) began officially recommending the public wearing of "cloth masks" to reduce community transmission of VIDOC-19.

Several countries outside of Canada have already made this measure mandatory.

Q. Is this a medical grade mask?

A: NO. Pizi Masks are not medical grade masks and do not replace N95 masks or other certified respirators and personal protective equipment that are required in the medical field.

Q. Our company needs customized masks for its employees. Can Pizi Masques provide them?

A: Our team has set up a service dedicated to companies who wish to obtain masks for their employees. Pizi Masques offers you a complete personalization thanks to a panel of colors and the possibility to put a logo, so that you can ensure the safety of your staff and the appearance of your brand! To find out more, visit our company page.