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.

Before reaching out we would encourage you to use this page to see if your question can be answered by one of our FAQs. This will help us to better manage the volume of inquiries coming in

Frequently Asked Questions

For questions about ProjectN95, PPE or donations, please refer to our FAQs. Have questions about your order? Here are a few of the most common order related 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 is my order delayed?

When your order ships, you should receive an email with your tracking number. Please see the “How do I track my order?” FAQ for more information.

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.

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.

How are shipping costs calculated?

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.

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.

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)