Customer Support

Project N95 is a labor of love. We are a non profit organization made up of volunteers and staff dedicated to protecting communities and the people who live and work in them during the COVID-19 pandemic. Your safety and protection truly matters. Please know, the conversations that we have had with many of you reading this right now about your own personal situations are what continue to propel us forward. We are dedicated to doing everything we can to get your orders to you and respond to your inquiries as quickly as possible.

Over this holiday season, Project N95 will be working to get your packages to you and quickly resolve any issues.

Customer support will not be available on Thursday, November 24th, and will be lightly staffed on Friday, November 25th. We appreciate your patience as we reply to your inquiries as fast as we can!

In the Project N95 shop, Project N95 runs a marketplace for PPE. This marketplace includes a large number of vetted suppliers who take orders directly through the Project N95 shop, as well as Project N95’s own products that ship from our warehouse. Shipping timelines and costs will vary from supplier to supplier, and you may see different timelines for different items.

Before reaching out we would encourage you to use this page to see if your question can be answered by one of our FAQs.

Frequently Asked Questions

Here are a few of the most common questions :

How do I track my order?

You should receive an email from shop@projectn95.org with an estimated time to ship when you initially place your order. Orders may take anywhere from 1 to 10 days to ship out to you, with the majority of the items shipping in 1-3 days.

Once your order is ready to be shipped, you will receive your tracking number by email from our email address shop@projectn95.org. If you don’t receive this email by the time your item is supposed to ship, it may have gotten caught in your email filters. Search your inbox and your spam folder for a message from shop@projectn95.org.

If the estimated shipping date has passed and you still can’t find your shipping information, please reach out using the form below and we will look into the status of your order.

Why has only part of my order shipped?

We fulfill items directly through our warehouse and also have items that our vetted suppliers fulfill for us directly. As a result these items have different fulfillment timelines and will be shipped out to you separately.

If the estimated shipping date has passed and you still can’t find your shipping information for a portion of your order, please reach out using the form below and we will look into the status of your order.

What is your refunds and returns policy?

Damaged or defective goods may be refunded or replaced. Refund requests for damaged or defective goods must be received within 5 business days of receipt of your order. Please contact us for assistance.

Unfortunately, we cannot accept returns or exchanges for any other reasons. This is because we cannot put used or potentially used PPE back into our market.

Our full refund policy is located within our Marketplace Terms and Conditions.

Shipping is expensive! Why?

We understand that high shipping costs can be frustrating. We fulfill some items directly through our warehouse, while other items are fulfilled directly by the vetted suppliers we work with. Because of this, shipping costs vary depending on where your product is being shipped from. If your order contains products shipped and sold by multiple suppliers, you may see high shipping costs as a result. To lower this cost, you can order from only one supplier.

To see shipping costs before checking out, you can go into your cart and enter your zip code. This will calculate your shipping for each item in your cart.

If shipping is prohibitively expensive for you, please reach out to customer support with a hardship request.

Do you ship to PO Boxes?

Most of our products can be shipped to PO Boxes, and most of our vendors will ship to a PO Box. Shipments to PO Boxes are fulfilled by UPS Surepost.

Where do you ship products to?

Due to complicated international regulations regarding the sale of PPE products, Project N95 is unable to ship to locations outside of the United States. Project N95 currently supports shipping to the lower 48, Alaska, Hawaii, and Puerto Rico. Suppliers in the Project N95 marketplace may not ship to Puerto Rico and the non-contiguous US.

How long will it take to receive my order?

Shipping time varies and depends on a number of factors including your location. You will receive an estimated delivery date at the time you place your order. Please keep in mind that shipping delays are increasingly common throughout the U.S. for all products, not just medical equipment and PPE.

I’d like to volunteer.

That’s fantastic! Check out our open roles page to see what roles are available. You can also fill out our general volunteer form and our team will be in touch.

Can I make a monetary donation?

Yes, and thank you for thinking of us. Your support to Project N95 is tax deductible to the maximum extent provided by law, as no goods or services have been provided as consideration for your gift. Project N95 is a 501(c)3 tax-exempt organization and has exclusive legal control over the contributed funds or assets. Our EIN is 85-0570065. Please visit our Donate page to make your contribution. You can also support our work when you shop at Amazon. Select Project N95 as your favorite charity and Amazon will donate a portion of your sales at no cost to you.

You can learn more about some our work by visiting our impact page and masks for communities page.

How can I get in contact with you?

We recommend using the form located at the bottom of our FAQ section to reach out to us directly. Our team will answer all outreach as quickly as we are able to do so.

Contact Customer Care

Please use our contact form below to reach out to Customer Care. When contacting us about your order, please have the following information ready :

  • The name the order was placed under
  • Contact person
  • The phone number for the contact person
  • Details of the specific issue
  • Shipping address
  • Order number (if you have it)
  • Tracking number (if you have it)