Frequently Asked Questions

We’ve put together some commonly asked questions to give you more information about Cambridge Mask Co as company and our products.

Your questions are answered here.

We have gathered all the questions that are usually asked by our returning customers and the information that is needed for our new customers. Here is the list of our Frequently Asked Questions (FAQ) to help you have better understanding of our products and our company. If you don’t find you query addressed here, just drop us an email via [email protected] and our Customer Service Team will be there to help you.

COVID-19 Update

How will lockdowns affect my order?

Vital Products

At the moment Cargo is still continuing to operate around the globe to get much needed supplies to countries. Our product is considered a vital product, and therefor we should not have issues shipping your masks.

Delays

However, since postal services are suffering due to lack of staff, this is where we could experience some problems, and cause a delay. If we know your order is going to be significantly affected, we will email you and advise as to what is happening.

I am working in a hospital or clinic, can this mask suitable for me?

Unfortunately the Cambridge Mask is not suitable to be used in a hospital setting by members of a healthcare team as it is not a single use item and hence you would not want to dispose of it after contact with an infected patient. The hospital you work at will have an infection control policy which should be used when dealing with infected patients.

A Cambridge Mask could be used to reduce your risk of respiratory infections when you are not at work, for example if worn when in public settings or around others with respiratory infections. Other measures that can also be helpful include maintaining a good level of hand hygiene, avoiding crowded areas and keeping your distance from others (airborne transmission of respiratory pathogens is reduced significantly over a distance of greater than 2m).

Does the Mask filter the Coronavirus?

Our PRO masks are tested to filter 99.6% of viruses and bacteria.

Viruses usually travel on droplets of water, which are very large. The mask will block these particles.

Our PRO mask filters are treated with silver, which works to enhance the anti-viral properties of the technology.

You can read the USA Centers for Disease Control and Prevention guidelines on Coronavirus here:

https://www.cdc.gov/coronavirus/2019-ncov/about/transmission.html

“It may be possible that a person can get COVID-19 by touching a surface or object that has the virus on it and then touching their own mouth, nose, or possibly their eyes, but this is not thought to be the main way the virus spreads.”

During this pandemic, how should I wash my Mask?

Thorough washing will remove viruses and bacterial from all surfaces including hands, masks and worktops etc.

Cambridge Masks are hand washable, and should then be hung dry. Do not machine wash or machine dry as this can damage the filters.

You can find the washing instructions are on the back of the packaging. Wash the mask by gently massaging with warm soapy water, rinse thoroughly and leave to hang dry. This will remove dirt, makeup and dust, however please note it will not extend the life of the filters. We do not recommend you to microwave the mask or wash the mask in a boiling water as you may burn your hands.

Preorder

When is the delivery time for my preorder wave?

Due to unprecedented global demand we have now sold out most of our masks. Our factories are open and busily producing preorders. Please see the table below for essential preorder information.


*Delivery dates are a best estimate and are not guaranteed. We are doing our best to get masks to those who need them as quickly as possible but are putting quality before quantity.

How do I know in which wave my preorder is?

You can check this on your order confirmation email – it is in bold. Type Preorder in your inbox search box to locate it quickly. 

Can I order Small and Extra Small masks for my children?

Yes, preorder wave 8 onwards are open for size small and we also added the extra small masks starting from wave 11 onwards. Here is the link: https://preorder.cambridgemask.com/.

I need different size! Can I amend my preorder?

Swapping Sizes

If you are swapping the entirety of your masks from one size to another we can change them – please email us with your order number, and title the subject “Change Sizes _ [insert order number]”

Changing to Multiple Sizes and Colours

Each order ID can only have one product type, which means you cannot combine colours or sizes. This would require you to make multiple orders.

If you need to cancel your original order and place a new order, please advise us at [email protected] please remember to include your order number which you will be cancelling. “Cancel Order _ [insert order number]”

Can I change address of my preorder?

Many people are needing to change their address on their orders, for example if there is block down and they need to switch from the work address to a home one. This is possible.

Please email us with subject “Change Address_Order Number”.

If you are switching it to a different country then there may be an extra-charge for international shipping. Once you have paid the invoice we will change your address. 

Please bear in mind we are experiencing a huge amount of enquiries, it could take us a few days to get this completed for you. We thank you for your patience. 

I can't checkout! Do you accept PayPal?

Website Checkout Issues

At the moment there are thousands of people around the globe accessing our website every day. This can cause issues at checkout. If you don’t receive a confirmation email then we most likely never received the payment. If an error happens, please try the transaction again in 15 minutes after clearing the cache and history.

Do you accept Paypal?

No. At the moment our preorder website can only accept credit card transactions.

Will I get a shipping refund if I make multiple orders on the same wave?

Yes.

Due to production, shipping and IT system limitations, we are only able to offer 1 variation per order e.g. 10 x Medium Admiral NOT 5x Medium Admiral and 5x Large Admiral. There is no limit on number of masks, just variation.

If you make multiple orders in the same wave we will merge them together and refund shipping cost you around a week before they ship.

Please make sure to use the same name and address.

Where are the preordered masks sent from?

Masks will be shipped from the United Kingdom or USA depending on your location. We offer global shipping at our normal rates. All shipping will be done as fast as we are able to offer it, so only 1 flat rate is being applied depending on your country and quantity of masks ordered.

How do I get a refund if I changed my mind?

Please you can email [email protected],  subject “Cancel – [Insert Order Number]”.

Once it has been cancelled we cannot and will not process the order anymore. We will do our best to issue your refund as soon as possible. Please note our payment gateway will need 5-15 days to process the refund. 

We have dedicated agents doing refunds only, it may just take a little time for them to get back to you. You can be assured we are going through each email one by one very carefully and methodically.

Purchasing a Mask

How do I find the mask size for me?

Choosing the right size for your Cambridge Mask is essential to ensure the mask performs effectively. The Cambridge Mask is available in a variety of designs and has 5 different sizes to fit the whole family. The Cambridge Mask now has adjustable ear loops for a customised fit. We generally recommend using your weight to choose the size as suggested in each size description. Please bear in mind our sizes cover the whole age range, including children.  You can also refer to the graphic above for specific dimensions of the mask.

Masks size

What products do you have?

We currently have two different types of mask; PRO and BASIC which are available in 5 sizes to fit children and adults. We also provide a head-strap and nose foam to help the masks fit better.

What are the differences between PRO and BASIC?

The Cambridge Mask BASIC is a mask that we manufactured to compliment our powerful PRO masks and to allow even more people gain access to clean air. Our BASIC mask is made with New Lab tested filtration technology and filters over 95% of pollution, gases, bacteria and viruses with up to 90 hours of use.

The Cambridge Mask PRO is a fashionable pollution mask that comes in a range of patterns and sizes. What makes PRO is different from BASIC is that the PRO mask is made by combining 3 unique layers; the outer printed layer, the three-ply particulate filter, and an activated carbon cloth which is tested British Military Filtration Technology and filters almost 100% of pollution, gases, 99.6% of viruses and 99.7% of bacteria. The PRO mask is also treated with silver to protect the wearer against bacteria and viruses which our BASIC mask doesn’t have. PRO masks have a longer lifespan compared to BASIC masks, and can last up to 340 hours of use.

How can I get Cambridge Mask?

  • We ship worldwide at our own website store here!
  • Due to the coronavirus we sold out very quickly – please preorder your masks on our mini site and thank you for your patience while we process your order: www.preorder.cambridgemask.com
  • We have official distributors in few countries all over the world. Find one here.
  • We also sell via Amazon. You may see the lists of our Amazon Stores on our homepage.

How long is the shipping estimation?

We have 2 warehouses where your masks will be ship from. One is based in Northampton, United Kingdom and the other in Ohio, United States.

  • The EU and US areas: standard shipping takes estimated 3-5 working days. You have the option to choose “next day priority”, which takes approximately 2-3 working days.
  •  Other countries: standard shipping takes an estimated 5-10 working days. You have the option to choose “next day priority”, which would take approximately 4-5 working days

Please note that shipping estimations may take longer during the worldwide pandemic.

Product Related

Can the mask be washed?

The mask can be hand washed with soap and hot water. However, this will not extend the life of the filters as the pollution will be locked into them. As the whole mask is the filter, once it has reached its recommended total hours of use, a new mask is needed. Please do not machine wash or dry the mask. For washing instructions, you may refer to here.

How long can the mask be used for?

Cambridge Masks™ are non-disposable and can be used up to 340 hours. The length of time they are suitable for depends on how polluted the environment is when you use it. A table is provided below.

Please note that the mask can be hand washed with soap and hot water. However, this will not extend the life of the filters as the pollution will be locked into them. The mask will need replacing after extended use to ensure proper filtration.

How often do I need to change the filter?

Good news! You don’t need to change the filter because the whole mask is the filter. To provide the best seal possible we have sewn the filter directly into the mask.

This does not mean the mask will expire faster either, as they are made to last 3-6 months, please check our usage table above to learn about the guidelines.

What does the valve do?

The valve works by opening when you exhale and closing when you inhale. The easiest way to see this in operation would be to look in the mirror and observe it opening and closing as you breathe.

We have made improvements to the valve to adjust the thickness of the inner membrane. This makes it easier for the valve to open and close at the exact time you are exhaling and inhaling.

Is the XS size suitable for babies?

We do not  offer masks for babies under 1.5 years due to the risk of choking and because younger babies’ lungs aren’t yet able to overcome resistance when drawing air properly through our filter materials.

The extra small size is indeed very small, and optimally designed for toddlers or tiny children. The adjustable apparatus is too big to fit on the XS mask, therefore we do not produce adjustable XS masks at this time. You may also notice the XS size does not come with a valve for the same reason. This does not usually create any issues as smaller children do not need to exhale as much air as adults.

Is Cambridge Masks save for medical uses?

The Cambridge Mask is not suitable for use in hospital settings by members of health care teams as it is not a single-use item. Unlike disposable medical masks, you would not want to dispose of a Cambridge Mask after just one use, which makes our masks unsuitable for contact with infectious patients. The hospital you work in will have an infection control policy, which must be adhered to when dealing with infectious patients.

A Cambridge Mask could be worn to reduce your risk of respiratory infections when you are not at work in a medical environment. For example, if worn when in public settings or around others with respiratory infections. Other measures that can also be helpful include maintaining a good level of hand hygiene, avoiding crowded areas, and keeping your distance from others (airborne transmission of respiratory pathogens is reduced significantly over a distance of greater than 2m). For further explanation, please refer to our Guide.

Filter Technology

What does the mask can filter?

• Almost 100% of Particulate Matter (PM) including PM10, PM2.5 and PM0.3. These are the sort of particles you find in coal dust from power stations, diesel exhaust fumes, factory emissions, and from construction works.

• Almost 100% of gas based air pollution, including odours such as Volatile Organic Compounds (VOCs), Ozone, Benzathine, and Formaldehyde. These particulates you can find in petrol fumes, chemical emissions, and from many industrial processes.

• Almost 100% of harmful pathogens such as viruses and bacteria. 

• Other airborne irritants or allergens such as dust, mould spores, some odours, pet allergens and pollen.

Has the mask been independently tested?

Cambridge Mask use a triple-layer filtration system which will protect from a range of airborne contaminants.

Test Performance:

 99.6% average filtration of viruses

 99.77% average filtration of bacteria

 99.7% average particulate filtration down to 0.3 microns

Our Cambridge Masks meet a wide range of tests to ensure they are effective and safe to use for the whole family.

  • ✔Certified as child safe under 14 U.S.C 1278a and CFR Parts 1370 1501 1500.53 and 1500.44 (Certified by Bay Area Testing Labs)
  • ✔EN149 standards for CE in the European Union (Certified by SAI Global and Apave Labs FR)
  • ✔99.6% viral filtration efficiency and 99.7% bacterial filtration efficiency (tested by Nelson Labs USA)
  • ✔Particle Filtration Efficiency >98%

Who is the mask for?

• Anyone exposed to urban environments with high air pollution levels – any big city often has higher air pollution. You can find a number of apps and websites to tell you the air quality in your area.

• People in at risk groups for respiratory disease, including children, elderly, pregnant women and those with existing respiratory conditions.

 Asthmatics and allergy sufferers including Hay Fever. 

 Hobbyists and DIY such as woodworking and sanding.

• Anyone travelling to regions known for poor air quality such as China and India.

• Anyone seeking protection for airborne irritants such as dust and mould.

Press, Distributor and Custom Masks

Press and partners

Are you from the press and want to receive our official marketing material? Please click here. In the meantime, see what’s already been covered here.

 

Become a Distributor

We love hearing from distributors excited to take our product to new markets. The minimum order quantity is 512. If you are interested in becoming a distributor, please  contact us for wholesale pricing information.

 

Custom Masks 

We are happy to produce custom made masks for you or your company. We have a talented in house design team who will work with you to create a pattern which suits your brand. Please read our requirements of custom masks here.

I still need help!

Couldn’t find your question here?

We have compiled a database to provide you with any vital information you may need. Click HERE to read.

FIND OUT MORE ABOUT OUR PRODUCT AND COMPANY

I just want to speak to someone 

Some questions need a human touch. Call us on any of the below numbers or email. 

USA: +1 (617) 871-0926

UK: +44 (0) 1223 968 898

Please contact [email protected] where we will do our best to resolve your question within 48 hours Mon – Friday.