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Our Return Policy

Return Policy & Refund Policy

We want you to love our products as much as we do. All items we ship have successfully passed our rigorous Quality Control inspections. Most items sold by NYMasks.com are covered by the following comprehensive product warranties. If, in an unlikely situation you are not covered, please check our Notes below.

Cancellation

We accept order cancellation before the product is shipped or produced. If the order is canceled you will get a full refund. We cannot cancel the order if the product is already shipped out. 


Returns (if applicable)

We accept return on products. Customers have the right to apply for return within 24 hours after delivery. 
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. To complete your return, we require a receipt or proof of purchase. Please do not send your purchase back to the manufacturer. 
Customers will only be charged once at most for shipping costs (this includes returns); No-restocking to be charged to the consumers for the return of the product.

As of 4/13/2020: Due to COVID-19 pandemic, all returns of any form of mask being sold on our website is not-qualified for any refunds or returns.


Refunds (if applicable)


Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 3-5 days.

How to Request Warranty (Return, Repair, and Refund)

If your item has an issue, please contact us at [email protected] within 24 hours of delivery of your order.

Please carefully follow our warranty process to minimize any delays:

1. Describe the problem with your item in detail: What happened? When? How? Please also state your full order number.
2. Tell us what steps you have already taken to resolve the issue.
4. Send a clear photo or video showing the defect(s); these should be taken under good lighting.

NOTE: Photos/videos should ideally be clear and focused, taken under good lighting conditions, and from a close to medium distance. This allows us to identify and verify the issue(s). We will always do our very best to help you. Thank you in advance for providing all the information stated above. Concerns addressed after 24 hours will have a more limited resolution offered as we are unable to ensure that issues haven’t been caused by misuse. Please contact us immediately if you have ANY issues with your order from us.

Late or missing refunds (if applicable)

If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted. Next, contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us at [email protected]

Please contact our Customer service at [email protected] to get the returned address.

Missing Item(s), Wrong Item(s) or Incorrect Package Sent 

Please be sure to open the parcel and carefully check the contents before signing for the package.
For any issues, please carefully follow our warranty process to minimize any delays:
1. please contact us at [email protected] with your order number and the product code (SKU number).
2. Please send us a clear picture of the outer packaging, all shipping labels visible, and (if applicable) the item received.

Possible Solutions:
– If there is an item missing, we will resend the missing item/accessory for free within the warranty period.
– If we have shipped the wrong item: we will either refund you in full or dispatch an alternative item (if applicable and available). NYMasks.com will decide whether you need to return the wrong product or not and compensate for the return shipping fee when we receive it.