This section is intended to address frequently asked questions about our personal protective equipment (PPE), shipping times and many more inquiries you may have.

We know you may have many questions when choosing a trusted supplier of PPE, and that is why our commitment to you is always honesty and transparency, so please read through this list carefully.

Have a question that is not listed here? Reach out to us on Live Chat or email us, we'll get back to you soon.

I. About Us

• "How long has your company been around?"
  Our family is in this business because we saw that there was a huge need for transparency with PPE as well as affordable PPE. WellBefore (formerly HonestPPE Supply) was a concept tested "offline" February of 2020 with B2B customers and became an e-commerce portal for the everyday customer shortly after. We have sold and shipped over hundreds of thousands of products as of May 2020, especially to first responders, non-profits, police forces, essential workers, dentists and more. We are honest and transparent, ask us anything.

II. Discounts

• “Do you offer discounts to first responders, schools, front-line workers and non-profits?“
  Yes. We're a family-owned and operated business with one of the core family values being "to serve", and for that we would love to offer you 5% discount to help you out. Our site can provide it to you immediately at the moment you access to it. If there are issues please contact support.
  
  

• "Who are your manufacturers and where are they based?"
  Each product is manufactured in a different region. Please reach out to support for specific products. To ensure quality of our branded masks, we always verify for lab tests made by a third party company non-related to the manufacturer to verify the effectiveness of the masks.

• Each product has a different MOQ which can be seen on the product page itself.
  
  To change the quantity of your order before proceeding to check-out, just click on the Drop-down box and you'll see our available set quantities there.

• "What's the difference between N95 and KN95?"
  In short, N95 masks are the US standards for respirator masks; KN95 masks are the Chinese standards for masks. Both consist typically of several layers of a polypropylene plastic polymer, a synthetic material, and they are designed to be worn over the mouth and nose secured by straps.
  
  Both masks are also required to capture and filter out 95% of tiny 0.3 micron particles in the air, according to the Centers for Disease Control and Prevention (CDC) and the U.S. Food and Drug Administration (FDA). These tiny particles are smaller than the droplets expelled while coughing, talking, or sneezing — making them an effective way to filter out germs, according to health officials. You can also check this comparison sheet from 3M to know the exact differences between both models and similar equivalences.
  
  Despite the long list of differences, the two masks are equivalent or nearly equivalent on the features that most people care about. You can do the water test with our masks where you pour water into them and it does not seep through.
  
  - The N95 is the USA Code.
  - The KN95 is the Chinese code.
  - The DS is the Japanese code.
  - The KF94/KMOEL is Korean code.
  - The FFP2 is the European Union & United Kingdom code.
  
  NIOSH rated N95 masks must pass a strict inspection and certification process from a division of the CDC called the National Institute for Occupational Safety and Health (NIOSH). However, due to the demand and need for PPE during this pandemic, manufacturers of KN95 masks can get approval from the FDA through an emergency authorization for a foreign certification as long as it meets the 95% filtration requirement.
  
  To be certified as a KN95 mask, these must meet Chinese government requirements with a mask-fit test with less than or equal to 8% leakage when tested. If you are interested in our masks’ test results, feel free to ask our team on chat

• We will always be honest with what you are buying.

• "Why do the KN95 seem to have holes in them?"
  Those aren't holes. That's where the layers of fabric come together and are compressed by heat to stick. They also enable breathability while wearing the masks. Try pouring some water in the masks and notice how the water does not seep through the masks.

• "Tell me more about the thickness level for the masks?"
  Sometimes thicker may seem better, but that's not necessarily the case with masks. Our masks are able to achieve high levels of filtration (95%+ according to lab results) with less thickness. Thickness of the masks can also make it harder to breathe while wearing it. Also, some of our customers wear it all day so the heaviness of the masks can become irritating to your ears and face after long use time.
  
  We try to find a perfect balance of thickness, weight and filtration.
   
• "Do your KN95 masks really have 95% filtration?"
  According to the lab results we receive from our manufacturers, our KN95 masks have filtration above 95%. We are happy to share these results with you as well.
  
  
• "How long do you recommend wearing the KN95 masks?"
  The masks are suggested for one time use, disposable. Please see the CDC's recommendations for usage. 
  
  
• “Why do some your masks say it’s for 'non-medical use'?"
  For FDA registered manufacturers, in order to pass customs and import their products into the US they cannot claim "for medical use" on the packaging until they are approved by the FDA. 
  
  If you see KN95 boxes that say "for non-medical use," this is because the government of China does not allow the exports of KN95 (all KN95 are made in China) with "for medical use" on the boxes unless they are on the list of CDC Appendix A list of factories. If you look around you will see that most of the KN95 masks will say "for non-medical use" on the boxes. This is because they have to say this, there is no other way around it.
  
  If you see any boxes of KN95 from other vendors that have the FDA or CE logos on them and say "for medical use," please be cautious. These are likely to be fakes. 
  
  

 VI. FDA Approved or Registered

• “Are your face masks FDA and CE approved or registered?”
  Great question! Currently our KN95 and 3-PLY masks are FDA registered. If they aren't then the product page will state in clear writing multiple times that they are not. We can provide documents upon request through email.
  
  For FDA registered manufacturers, in order to pass customs and import their products into the US they cannot claim "for medical use" on the packaging until they are approved by the FDA. Again, there are only 14 factories on the "approved" list which are all backed up, highly expensive and do not offer low quantities for ordering.
  
  If you see KN95 boxes that say "for non-medical use," this is because the government of China does not allow the exports of KN95 (all KN95 are made in China) with "for medical use" on the boxes unless they are on the list of CDC Appendix A list of factories. If you look around you will see that 99.5% of the KN95 masks will say "for non-medical use" on the boxes. This is because they have to say this, there is no other way around it.
  
  If you see any boxes of KN95 from other vendors that have the FDA or CE logos on them and say "for medical use," please be cautious. These are likely to be fakes.
  
  In case you need some masks approved for medical use, our newest N95 masks are NIOSH certified and EUA approved by the FDA.
  
  We have all the documents and lab results to show these are legitimate masks from legitimate factories.
  
  Sign up to our newsletter (if you haven’t yet) to stay updated on when we will have these in stock and other items we launch, as well as the many sales and special discounts we'll have!

• “What forms of payment do you accept?“
  We currently accept:  
  Visa, MasterCard, AMEX, Discover, JCB, Apple Pay and Google Pay
  Contact us through Live Chat for Wire Transfer and ACH payments
  
  Please note: 3-digit security code usually found at the back of your card. American Express cards have a 4-digit code located at the front

Important Shipping Notice: We aim to process every single order within 48 business hours. Please add this additional 48 business hours to the shipping time estimate that you are given on the checkout page.

Reach out to our live chat for any questions and concerns

• “I’m having delivery issues!”
  We aim to release your order within 48 business hours. If the items are in stock, they are shipping from our warehouse in Dallas, TX. After we ship within 48 business hours it's in the hands of the shipping carriers where it may take anywhere from 1-5 business days to receive your package after shipment depending on the shipping option you’ve chosen upon checkout. 
  
  Please note that due to COVID USPS and UPS are backed up so your shipping time may vary. All production and shipping days on the website are referred to in business days. Due to the popularity and high demand of our products standard production times are estimated times and may vary.
• “How soon will I get my order?“
  We ship very fast! We try to process and ship your order within 24 hours and then it's handed off to the shipping carriers. Your order usually will arrive within 5-7 business days as we are located centrally in Texas and if UPS isn’t backed up. 

X. Changing Order Quantity

If your shipment is showing as fulfilled we will be unable to change your order quantity. This usually can be done up to 12 hours after the order was placed, otherwise, it might be the case the order was already assigned with a tracking link, in which case you can assume your package is already in UPS hands.

XI. Cancellations, Returns, and Refunds

To learn about our return and refund policy, please click here.

• "I'm skeptical about your prices, why are they so low?"
  It's simple, our mission to provide affordable PPE trumps our greed. There are many middlemen, scammers and profit-hungry companies driving up the costs for products that are essential to the safety of our lives. We aim to help the everyday customer get quality, affordable PPE by cutting through the price gouging and sourcing directly from our manufacturers. 

XIII. Wholesale, Distribution, and International Shipping 

• "I want to help you help others, do you work with wholesalers, distributors or help with sourcing products?"
  Yes! Head over to this link to see more information on our distributor and sourcing program.
• “I need to place a really big order; how much can you fill?”
  We can fulfill orders in high volumes. Please reach out via Live Chat if you have large quantity orders and we’ll always give you a realistic & honest view of our inventory count, time of arrival and bulk pricing.
• “Does WellBefore ship to Canada?” 
  Yes, we ship orders within 48 business hours to all provinces within Canada.