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Exchanges & Returns

At Masksup, our customers’ satisfaction is what we strive for. Therefore, you are able to file a claim for exchange or return within 14 days since your package is delivered. Here are the details of our Exchange & Return policy:

 

Preconditions for Exchanges & Returns

  • Your items remain intact, in re-sellable condition and in their original packaging.
  • Your return request can be achieved for the issues on quality, size and color only.
  • Your return request is submitted within 14 days of receiving your original order.

Please note:

  • Any orders that have already been processed or shipped cannot be cancelled. 
  • Any items in the clearance sale cannot be exchanged or returned.
  • You are recommended to use a trackable shipping service with shipping insurance if the exchange / return item(s) is worth over $25.
  • Masksup reserves the right to refuse exchanges or returns that do not meet the criteria listed above.

 

Exchanges

  • Masksup’s Responsibility: incorrect order/ defective order
  1. If you have received the incorrect order in wrong color or wrong size, or the defective order with quality problems, please contact us and we will allow a return to our warehouse for an exchange.
  2. Masksup will be responsible for the shipping fee both ways (to and from our warehouse) for an exchange.
  • Customer’s Responsibility: unwanted items
  1. You would exchange for different sizes or colors of your item(s). However, if you prefer to exchange for another item(s), please submit a return request and make a new purchase.
  2. You will be responsible for the return shipping fees.
  3. The exchange request will be processed within 7 days.

 

Returns

  • Masksup’s Responsibility: incorrect order/ defective order
  1. If you have received the incorrect order in wrong color or wrong size, or the defective order with quality problems, please contact us and we will allow a return to our warehouse for a refund.
  2. Masksup will be responsible for return shipping fees.
  • Customer’s Responsibility: unwanted items
  1. If you decide that you no longer want the item or simply want to return it, you have to make sure the item is in re-sellable condition.
  2. Customers will be responsible for return shipping fees.

 

Return and Exchange Process

  • Email support@masksup.co, subject "Exchange and Return" and enter your proof of purchase / order number.
  • Describe the details of the item issue and submit the exchange / return request.
  • We will process your request immediately once the message is received.

 

Refunds

  • Refunds will be processed within 3 to 12 business days upon receiving your return at the warehouse. If it has been longer than two weeks, please Contact Us.
  • Masksup will credit your original method of payment. Depending on your financial institution, please allow an additional 2 to 10 business days for the credit to post to your bank or credit card account.