FAQ’s

Shipping Information

We deliver via Czech Post but if needed,
we will utilize other couriers to deliver your package.

What are the options for package delivery?

We mostly utilize the Czech Post to send packages. We offer four options that you can pick from:
1) Personal delivery/pick-up: We will arrange delivery and/or pickup of your package based on your preference. Personal deliveries are mostly in and around Jablonec nad Nisou.
2) Post Office delivery: We will deliver your package to your local post office where you can retrieve it in person.
3) Hand-to-hand delivery: Currier or the delivery man/woman will deliver your package directly to your home. Please keep in mind that you need to be home to accept the delivery and sign for your package.
4) EMS delivery: This delivery method is the fastest service that Czech Post offers. This option will guarantee delivery by 2 pm the next working day.

How long will I wait for my package?

The delivery time depends on the delivery method you choose during the purchase process. When you select the personal pick-up methods, we will find the most convenient time for you. When you select the personal delivery or the post office delivery method, the delivery time will vary, depending on the Czech Post workload. This usually takes 3-4 days (or quicker) from order fulfillment. EMS (Express Package) delivery will guaranteed delivery by 2 p.m. the next working day.

How about international deliveries?

As of now, we deliver to Slovakia and Germany. We deliver your package to Czech Post and they will ensure that the package is delivered to the border according to its terms and conditions. At the border, the package is taken by the state postal service of the particular country and is handled in accordance with the state regulations.
Please keep in mind that sending to Slovakia and to Germany will take more days (sometimes weeks). We have the ability to track the shipment to the border but from on, we have no visibility where you package is. However, we do recommend you to contact your country’s post office to get visibility of your shipment.
For Slovakia and Germany, we offer following shipping options:
Slovakia:
“Valuable package – priority” for CZK 300
Germany:
“Das Wertvoll Paket – Ökonomisch (Value Package – Economic)” for CZK 690 or “Das Wertvoll Paket – Priorität” for 705 CZK.

What are the options when sending multiple items?

When sending multiple items, we will make sure to make the final package as cheap as possible. If you are fine with us removing Binder box, we can put two Binders into one delivery box. If you order more, we will make sure to tape all boxes together so you get your order at the same time.

Payment Information

What payment methods are available?

At this moment, our eshop accepts bank transfer only. BUT don’t be worried, card payment option is coming soon. As far as our brick and mortar store goes, we accept cash payments as well as card payments. To ensure safety your payments, we use the Malá Pokladna a Trisbee.

Is online shopping safe?

Today, online shopping is no longer as risky as it used to be. There are many procedures and policies to protect your information and data. It is however very important to know who you doing business with. It’s safe to make a payment by transferring to an account where you can control your transaction. Therefore, we encourage you to visit our Contact page to learn about us.

Orders and Returns

How do I make an order?

To create an order, you need to go to the product page (example here). Select the desirable product size,color (if available) and the number of items that you with to purchase. Then and place the order to move products into your cart. Once you are done shopping, click “View basket”. Always make sure to check number of items in your basket. If the final price does not match the price of all your purchased items, please click the “update basket” button to refresh the page. Please continue to the next step by clicking “Go to Checkout” button where you will be prompt to fill up your personal information.


Checkout: In order to complete your order, make sure to enter all required fields and also be sure to select delivery method in the right (gray) section of the page. Bank transfer is already pre-set so you will just need to agree to our terms by clicking “I have read and I agree to the Terms and Conditions. * “. Your order then can be completed by clicking “Order”. Once you receive the “Thank You’’ note, your order is set to be fulfilled on our end. For your reference, order summary will appear in addition to an email that will be set to you.

Do I need an account in order to make an order?

No, you do not need to have an account to make an order. At this moment, our eshop does not support account creation.

Who should I contact if I have any questions?

If you have any questions, please contact us at maska@maskgear.cz or fill up a form on this page.

How do I cancel or change my order?

If you want to change or cancel order, please contact us at maska@maskgear.cz or fill up a form on this page. We will be happy to assist you with your request.

How can I track my order?

We will prepare your order and then deliver it to Czech Post. Once the package is received by Czech Post, you will receive a text message with package delivery details. These details will include “shipping/tracking number” that you can enter here to get instant status of your package. If you do not receive the text message, be sure to check your email where we will provide shipping/tracking number to make sure that you have all necessary information to track your order.

Can I return products that I purchased?

Yes, you can return your unused items within two weeks of purchase. You do not need to send us the original packaging but we would appreciate you wrapping the item so it does not get damaged on its way to us. If you happen to have the original cardboard box, please return the item in the same box. When returning items, please send the package to J.K.Tyla 146/3, 466 05, Jablonec nad Nisou and select the delivery option as “Post Office delivery/pick up”.