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FAQ

Some common questions about Dr Medic

Additional FAQs

This section is intended to handle frequently asked questions about our PPE products such as masks, filters and more, shipping terms and many additional inquiries you may have.

We know you may have many queries when choosing an entrusted supplier of PPE, and that is why our commitment to you is always truthfulness and transparency, so please read these questions attentively.

Do you have any questions that are not listed here? Reach out to us by email. We'll get back to you soon.

  • Do you accept Government Purchase Orders?
  • Yes, we do. We are registered in the Vendor Portals of all Fifty States.

  • Do you have a W-9?
  • Yes, please email us and we will gladly provide you with the document and a quote for your needs.

  • Which mask is best for me?
  • Well, that depends on how, when and where you will be using your mask. Our Mesh Masks are great for warmer climates since the 3d mesh material allows airflow in and out of the mask. Our neoprene face masks feature an ultra-stretch neoprene construction that keeps the mask snug against your face. Neoprene is the same material wetsuits are made of, so it handles moisture with no issues. Neoprene would be the choice for cooler climates.

  • Do your filters really have 5 layers inside?
  • Yes, we are calling it a 5-layer filter, but it has 6. We cut open a sample filter from each shipment to inspect the inside and verify that they are up to our specs. The layers are: 1. Medical grade non-woven soft fabric that goes against your face. 2. 1st layer of blow melt fine filter material 3. 2nd layer of blow melt fine filter material. 4. non-woven fabric 5. Activated Charcoal infused non-woven fabric layer for organic odour removal. 6. Outer non-woven filter material catches large particles and dust. 

  • Will your mask keep me from getting Covid-19?
  • While no mask can say that it will keep you 100% safe. Our masks when used correctly will help cut down your chances of breathing unhealthy air full of bad stuff. Our masks are much more effective at stopping contaminants than wearing a homemade fabric, sponge or surgical type mask that leaks around the edges. The effectiveness of our masks comes from the seal made between the filter and your face. The incoming air goes through the filter where fine particles are trapped in the blow melt fabric layer. Having a good seal all the way around your face is vital to the mask's effectiveness. 

  • What Are Care Instructions
  • The outside shell of our masks is washable, we recommend hand washing with mild soap and water the shell of the mask with the filter and valves removed. Hang dry. The filter is not washable, but it is removable and replaceable. Use care when handling or replacing the filter, wash your hands with soap and water each time after handling your mask. Inspect the valves each time you replace the filter, they should be intact with no tears or holes in the silicone flapper. The mask should be worn tight enough to form a proper seal between you and the filter inside the mask, any gaps between you and the filter will cause leaks and affect its performance. 

  • How long has your business been around?
  • Back at the beginning of the pandemic, we saw a need.

    As the virus began to spread across the world, we and our loved ones scrambled to find masks and other equipment that would protect us. We knew that to thrive in our new normal, we would have to be prepared to do our part to shield ourselves and stop the spread. Dr medic (Parent Company Brookwood Medical Supply) Came with an Online brand and platform in February of 2021 with B2B customers and became a popular e-commerce portal for everyday consumers shortly after. We have sold and shipped over hundreds of thousands of products as of May 2021, especially to first responders, non-profits, police forces, essential workers, dentists and more. We are honest and transparent, ask us anything.

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

    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.

    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 into 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 can achieve high levels of filtration (95%+ according to lab results) with less thickness. The thickness of the masks can also make it harder to breathe while wearing them. 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.

  • Do your KN95 masks 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 of your masks say it’s for 'non-medical use?
  • For FDA registered manufacturers, 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 faked. 

  • 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.

    For FDA registered manufacturers, 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 faked.

  • What forms of payment do you accept?
  • We currently accept:  

    Visa, MasterCard, Amazon Pay, AMEX, Diners Club, Shop Pay, Venom, PayPal, Apple Pay and Google Pay

    Please note 3-digit security code is usually found at the back of your card. American Express cards have a 4-digit code located at the front

     

  • I’m having delivery issues!
  • We aim to release your order within 48 business hours. If the items are in stock, they are shipped from our warehouse. 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 as business days. Due to the popularity and high demand for 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. 

    Cancellations, Returns, and Refunds

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

  • I'm unsure about your costs, 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. 

  • I need to place a really big order; how much can you fill?
  • We can fulfil orders in high volumes. Please reach out via email if you have large quantity orders and we’ll always give you a realistic & honest view of our inventory calculation, time of arrival and bulk pricing.

  • Do you ship internationally?
  • We can process orders if you take care of the shipping and handling portion. We do not deal with international customs.

    Shipping Suggestions –

    When in doubt, choose UPS over USPS, more reliable, and they don’t get lost. Likewise, UPS Next Day Air Saver does not deliver on Saturday. It will be delivered on the following day, usually Monday.

    If you are shipped by USPS, and it says delivered, and you don’t see it after looking, give it a couple of days, sometimes they deliver to the wrong address, and it takes time for the wrong address to return it to the post office. Unfortunately, at times packages have shown up a week later if not longer.

    If UPS delivers it and you don’t see it, you should call UPS immediately to let them know, while at the same time emailing us. They will look for the package, if not I will file a claim. In addition, I will send out a replacement. I just suggest with UPS to reach out to them first they sometimes will find it for you rather quickly.

  • If you need replacement filters? See the description below.
  • This will apply to all Neoprene and Mesh Sports Masks. These are the filters.

    https://drmedic.com/products/sports-face-mask-filters-1

    For the Kid’s Sports Masks whether Mesh or Neoprene, below are the correct ones.

    https://drmedic.com/products/kids-sports-face-mask-filters-12-pack

    For the Cationic Sports Masks (Mask has one Valve)

    https://drmedic.com/products/cationic-sports-face-mask-filters

    If the Valves fall out of your mask or break you can buy a 10 pack here.

    https://drmedic.com/products/sports-mask-valves

    If you have a problem or concern, please do not hesitate to reach out to us, before filing any kind of dispute.

    You may email us at hello@drmedic.com if you want to reach out to us over phone, we suggest a text message to 9083766199. Or leave us a Voice Mail and we will get back to you over text.