FAQ

Will wearing a mask protect me from COVID-19?

Please note according to the Government of Canada that wearing a mask alone will NOT prevent the spread of COVID-19.


What do I need to know about non-medical masks?  

Here is a link for all the information about the use of masks from Ottawa Public Health:  https://www.ottawapublichealth.ca/en/public-health-topics/masks.aspx

 

What are the washing instructions for the masks?

Machine wash in COLD.  Do NOT bleach.  Remove promptly and TUMBLE dry on LOW.  Touch up with COOL iron.

Do NOT wash mask with FILTER INSERT in place.  REMOVE FROM MASK.

 

Why are the masks only available in Ontario?

United Way East Ontario supports initiatives that are 100% local.  The proceeds from the sales of these custom masks will go towards helping our communities most vulnerable in Prescott-Russell, Ottawa, Lanark and Renfrew Counties.

 

What is the Facing Forward initiative?

The Facing Forward initiative provides workplaces, families, and other groups with a way to purchase masks for themselves, while, at the same time, helping purchase masks for vulnerable people in our communities.

With recent guidance from public health authorities recommending people wear non-medical face masks when in a community setting, we were approached by OPH to support those in our community who will have difficulty purchasing, making, or washing their own masks.

 

What is the quality of the filter insert that comes with the masks?

BFE:  95% efficient at 0.3 microns.  4 layer construction, 50gsm Melt-Blown filter inserts.

 

Can I buy these masks anywhere else?

We are selling cloth masks in bulk orders of 25 or more on our website. This is so you can equip your workplace, community group, family and others with masks while also giving back to the community.

We’re pleased to partner with local Circle K and Macs stores so you can buy individual masks as well! Buying a Facing Forward mask is a conscious purchase that helps flatten the curve and give back to our communities’ most vulnerable people.

30 Circle K and Macs stores across Ottawa will be carrying our Facing Forward masks, in adult sizes, French and English, for $14.99 each.

 

I’d like to purchase items. What do I do?

To purchase any of the special items, click on their picture to get to the detailed PRODUCT PAGE. From there, you can specify the quantity you want.  Click on the ADD TO CART button at the bottom of the page. Once you’ve added an item to your shopping cart, you can either select CONTINUE SHOPPING to place more items into your Cart, or you can click on CHECK OUT to complete your purchase of items.


Do I qualify for a tax receipt when I make a purchase?

Because you are making a direct purchase of goods, you do not qualify to receive a tax receipt from United Way East Ontario.  Go to Canada Revenue Agency-Canada.ca  for more information.

 

I would like to purchase a smaller quantity. Am I able to?

We’re pleased to partner with local Circle K and Macs stores so you can buy individual masks as well! Buying a Facing Forward mask is a conscious purchase that helps flatten the curve and give back to our communities’ most vulnerable people.

30 Circle K and Macs stores across Ottawa will be carrying our Facing Forward masks, in adult sizes, French and English, for $14.99 each.

 

How is my purchase total calculated?

When you view your shopping cart, the sub-total before shipping is displayed to give you a rough idea of what the total for your order will be. Once you have provided your billing and shipping information, shipping options are calculated and the total is displayed for you to review again and confirm prior to final checkout/payment.

IMPORTANT NOTE:  All puchases on this site are TAX-FREE.

 

How do I checkout?

Once you have confirmed that all of the items you would like to purchase are listed in your shopping cart, click the CHECK OUT button. In the next steps you will be prompted to provide your billing and shipping information, along with choosing the specific shipping service that you would like to use for your order. You will also be prompted to submit your credit card payment information. Along the way you will be able to review and confirm your order on various check out pages.  Then, when ready, your order will be processed through an on-line payment portal with PAYPAL.  

                 

How is Freight Calculated?

We are pleased to be able to offer discounted shipping pricing for EXPEDITED and EXPRESS parcel services from Canada Post.  The web-store can take the total weight of your final order and ask for a shipping cost based on travel from OTTAWA, ON to your specific SHIP TO destination directly from Canada Post.  It will display these costs for your review during check out and allow you to select the specific service you wish to use for your order.


NOTE:  Please note that this program’s shipping rates unfortunately CANNOT rival those given by some of the large online merchandisers. We have done everything we can to offer discounted rates for this program as opposed to simply passing on standard Canada Post rates.

 

Do I need a “user” account to place an order?

No. You don’t need to create an account to purchase items on the web-store. You will just need to give all of your billing and shipping information when you process your order through the checkout steps.


What payment options are available to me?

You can process purchases via VISA or MASTERCARD credit cards by filling out the required information on the payment page during the checkout process.  The web-store uses PAYPAL to process all on-line credit card transactions.   You do NOT require a PAYPAL membership to have your on-line payment processed through the PAYPAL portal.  When you arrive on the PAYPAL purchase page, simply fill out the requested information shown in the USE A CREDIT CARD section of the page. 


Is it safe to enter my credit card? Is the website secure?

All information, including credit card information, is encrypted using Secure Socket Layer (SSL) 128-bit encryption. This means that any data sent from your computer to the PAYPAL ecommerce server to process your transaction is completely secure. 


Will I receive confirmation of my order?

Upon successfully submitting your order through the web-store, an order confirmation will be sent to the email address you provided during check out.

This will list all of the information from your order for your records. 


I did not receive confirmation of my order. What should I do?

If you have submitted your order successfully, but have not received your order confirmation email, take a moment to check the junk-mail inbox within your email.  Some email services make the mistake of filing our notices in their junk box sections.  If, after several hours, you still cannot find your confirmation email, please contact us using the CONTACT US email link:  FacingForward@brymark.com so we can help you get this information.


Can I return my order?

Unfortunately NOT.  Because of all of the health restrictions concerning COVID-19 and its potential transmission, we cannot accept the RETURN nor offer REFUNDS, on any purchases and/or products shipped out.  All sales are considered FINAL based on this restriction.


Can I change my order after it has been submitted?

If there is an error in the order you have placed, please contact us ASAP using the CONTACT US email link: FacingForward@brymark.com.  There may be time for our team to edit your order details or do a total CREDIT back to you which will allow you to RE-ORDER using the correct information. However please note, as mentioned in the note above concerning RETURNS, we will NOT be able to change, adjust or refund any order once the masks have shipped out.

 

IMPORTANT NOTE:  Because of the finite levels of order stock available on these items, we are using a CANCELLATION POLICY that states that orders may NOT be CANCELLED after 48 HOURS of submission.  This will help insure that the available stocks are used in a timely manner for every order submission placed.


How will my purchase appear on my credit card statement?

All purchases made through this web-store will appear on your credit card statement as payment to: PAYPAL *UNITEDWAYCE 

 

How do my products ship?

Once the required items are produced, all orders are individually packaged and forwarded directly to their submitted SHIP TO address via whichever shipping method was chosen at check out. This web-store features Canada Post parcel shipping services.  Users can select between EXPEDITED parcel or XPRESSPOST parcel services for a fairly fast or rush shipping transit time. 


How quickly can I expect my order to arrive?

IMPORTANT NOTE:  At the initial start of this on-line program, please note that there will be a 4 - 6 WEEK DELAY in the finished masks being available to ship out to fulfill orders.  

Travel time from our facility in OTTAWA to each specific SHIP TO address will vary based on service level selected and distance.  It is also important to note that with the current COVID-19 "environment" for shipping business, that DELAYS may occur to make the normal transit times longer.  We apologize for any delays this may cause, but the situation is beyond our control.  We continue to monitor the situation to provide the most efficient shipping method possible. 

 

What if any of my items arrive damaged; or there is any other problem with my order upon delivery?

All items are checked prior to packing/shipping. We take the best precautions possible in safely packaging each item for its journey to you. However, if for any reason any of your items should arrive damaged, or there is any other problem found, please contact us immediately using the CONTACT US email link: FacingForward@brymark.com.  We will respond quickly to address the situation with you.

We will deal with each specific issue on an individual case-by-case basis.

Please do not ship goods back to us, as we will be forced to REFUSE THEM based on our previously mentioned inability to accept RETURNS of any kind within the current COVID-19 environment.


Sharing your information with United Way East Ontario.

Brymark will provide a copy of your order to United Way East Ontario.  As a thank you for your support, they will be in contact to follow up and update you on the impact your purchase has made on the community.


What if I still have questions?

Please contact us using the CONTACT US email link: FacingForward@brymark.com. A Site Administrator is available from Monday to Friday (excluding Canadian statutory Holidays) from 8:30am-5:00pm (EST). We will strive to respond to you within 24 hours — either with an answer or with a time-line for an accurate response. (PLEASE NOTE:  Friday queries will be responded to on the following Monday)

  

Thank You!