5/5/20: Update on Your VIDA Mask Order: As you may have heard in the news, there are millions of pieces of personal protective equipment and masks that have been stuck in customs in China. Over 200,000 of our masks and filters that were produced, packed, and ready to be shipped out were also affected by this delay. After contacting everyone we know in China, we were connected to a freight forwarding company that has been able to help get our masks through customs. We just learned today that our masks are now on a truck headed to Shanghai where they’ll be loaded onto a plane tomorrow and shipped to our warehouses in the United States. At long last, we’re one big step closer to delivering your mask.
Though our masks are moving in the right direction, we know your order has or will be delayed and we’re deeply sorry for that. Please know you will be receiving a full refund on your shipping cost within 1-3 weeks depending on your method of payment.
Also, while the details are still being finalized, we’re working hard to evaluate local factories in the United States who may be able to provide an alternative option, should one be needed. We will be in touch again as soon as we have an update.
What is most important to us is that you have a mask to keep you and your community safe. If you no longer need the VIDA Protective Mask or cannot wait further, please reach out to us at firstname.lastname@example.org.
Once again, thank you so much for putting your trust in us and thank you for your understanding. These are certainly very difficult times and unchartered territories for all of us. Please know that we will do everything we possibly can and more to make sure we deliver your masks to you as soon as we can.
We hope that you and your loved ones stay safe and healthy.
5/1/20: VIDA Masks are made to order and due to COVID-19 related uncertainties we’re facing delivery delays. NOTE: Expected Ship Time for All NEW Orders: 25-35 days post purchase.
We’ve heard from many of you over the last few days and wanted to address your questions and concerns about the delivery schedule of the VIDA Masks. We know how important it is to have access to protective masks urgently and we really appreciate your direct and valid feedback.
Our masks are produced on-demand and while we launched with an expected delivery time of 9-15 days, we are currently experiencing delays and are running approximately 4-10 days behind schedule on fulfilling some orders from earlier this month.
We are committed to always being transparent and giving you real-time updates. We are currently working diligently to secure all orders, manage on-time production, clear import duties and customs without hold ups, and manage our warehouse 16 hours a day, 7 days a week, with multiple shifts, while ensuring the highest level of safety for our essential staff.
Additionally, over the last several days, we have implemented significant changes to our operations by adding 3 new factories to produce protective masks and 2 new warehouses to expedite shipments, and onboarding a new Customer Service team to help bridge the communication gap.
Please know that everyone from our leadership team specially our Founder/CEO and all our department leads are working around the clock to implement these operational transformations. We are all joining our Customer Service team to answer your questions, especially all questions around the use of VIDA Masks, the status of your orders, and order cancellations in case you change your mind.
We recently launched a new Live Order Tracker so you can track your order at any time using THIS link or by following the steps below.
- Visit shopvida.com
- Click on “Order Tracker” or on the top right corner of any page
- Enter your email address and order ID to track your order status
Please note that you will also receive an email with your tracking number once your order has shipped. For all other questions, please don’t hesitate to reach out to us at email@example.com.
Thank you for putting your trust in us and thank you for your understanding.
Click HERE to learn how your purchase is supporting communities in need with over 500,000 meals through collaboration with SF Marin Food Bank and Food Bank of NYC.