COVID-19 Shipping Updates
*Our customer care team is experiencing a surge in customer requests. Please know that all customer requests will be addressed. We are doing our best to zero out inquiries daily. Please expect delays. Thank you.*
To our CoverMyMouth community,
Please read on to stay updated on the latest shipping estimates and any impacted delays. We'll continue to keep updating this page to stay transparent and provide information to help you track progress on your orders.
DELIVERY GUARANTEE: Due to the challenges with USPS shipping during the holidays, we'll make sure our customers receive their orders. If any order is confirmed lost, has sat in pre-shipment for more than 20 days, or mishandled by USPS, we will ship you a replacement right away.
HOW LONG DOES DELIVERY TAKE?
Currently, all orders have continued to take an average of 2-3 business days for in-house processing and production. This is due to our teams adhering to new safety guidelines to ensure the safety of our team and customers. Orders are also made-to-order, which means we have zero waste inventory and this allows us to provide significantly more design options (over 1500+) than any other mask retailer.
After orders are shipped from our London facility, orders are handed over to USPS and are taking 7-10 business days to deliver. We are currently seeing an average of 12-16 days from order to delivery.
Please know we are working hard to minimize any delays as much as possible, and doing everything we can to get orders delivered to you.
WHEN CAN I EXPECT MY ORDER?
During this time, your label will print, and has consistently shipped to our California facility within 2 days to be handed over to USPS. But USPS has not been updating their scan information to show it has been picked up. Please note that often USPS will only update the tracking information once the package reaches the final destination zip or even until the date of delivery. Rest assured that your order is with USPS and on its way to you. (if 9 business days has passed since the date of your pre-shipment notification, please email Customer Care)
Please note that USPS has been experiencing COVID-related and Holiday delays that are different in every region. USPS has decided to skip origin scans so there will be a delay in updates to your tracking information and will continue to show "Pre-shipment". Tracking updates will resume once the package arrives at your destination facility. Please allow USPS extra time to deliver your order. It has not been uncommon for an order to show up at a doorstep after a package wasn’t scanned. We understand that this is not ideal and we're doing the best we can to help USPS ship your order as quickly and smoothly as possible.
The lack of tracking updates and USPS delays are, unfortunately, shared common challenges across hundreds of businesses in our network and is out of our hands. Thank you for your patience and your support during this time.
CAN I CANCEL OR CHANGE MY ORDER?
Orders can only be adjusted or canceled within 6 hours from the time an order is placed. For immediate cancellation, please login to your account or view your order status page that was emailed to you, and click on "CANCEL" or "EDIT". You can also message us via email at email@example.com but there may be a delay in our response due to the increased customer requests, please note we will try process your request as soon as possible and let you know if we were able to update your order accordingly.
NOTE: Please be sure to double-check your email and shipping address to avoid missed notifications or delivery failures.
MY TRACKING STILL SAY PRE-SHIPMENT, WHEN WILL IT SHIP?
This is an issue with USPS skipping their origin scan to save time on shipping. We're seeing only minor delays with some orders and have often seen the tracking information to update only when the package has reached the final destination zip or at times once the order is delivered. We have re-shipped dozens of orders only to find that the original order is arriving as we send out the replacement. Due to the tracking delays on USPS's end, we will not be re-shipping orders unless they are 20 days past the date of pre-shipment, when the order was shipped from our facility.
USPS has informed us that:
“Due to COVID and fewer commercial flights, USPS is using trucks and is incurring delays. Please let customers know that USPS is experiencing the effects of COVID. We have had to skip some scans.”
IS MY ORDER COMING?
Yes, we guarantee that our customers will receive their order. If the order is confirmed by USPS as a lost package, or if the package went to a wrong address, or even if the package just disappears into the Bermuda Triangle and 20 days has passed from the date of pre-shipment when the order was shipped from our facility—we will do everything we can to ensure your receive your order.
For more information on who we are, our masks, returns/exchanges, and more — please visit our FAQ page.