Ordering FAQs


Why isn't the pickup location I want available?

Not all products are available at all locations. Your available shipping options will depend on which items you have in your cart.

I wanted my order mailed but my notification email says I ordered pickup at one of the stores. What do I do?

Please let us know, using the contact form on this page. We will cancel your order and invite you to place your order again. To ensure you receive your order in a timely manner, please double-check your Shipping Method on the second checkout page before clicking "Continue to payment"

When will my order be ready?

We are a very small number of people trying to fill a very large number of orders. We are prioritizing orders for PPE items (masks, scrub caps and gowns) and are working hard to assemble kits and items to get them ready for you. For pickup orders, we will reach out to you when your order is ready. We appreciate your patience during this challenging time.

How much does shipping cost?

Shipping costs are determined by the weight of your order, with a minimum charge of $13.45.  Unfortunately, we are unable to waive shipping costs at this time.

I have fabric, I just need lots of elastic! Can I order lots of elastic separately?

Elastic is in high demand, but we have secured a source for 2mm elastic twine, now available by the yard or in full rolls, for pickup in Cambridge or for mailed orders.  You can find elastic and thread for purchase here.

How should I wash my masks?

As with any item with elastic, we do recommend you either hand wash or use a garment bag when laundering your masks. For kits, we also recommend pre-shrinking the fabric before cutting and sewing.

My kit has fabric or elastic/bungee cord/ribbon that I don't like

We are doing the best we can with the materials we have available to us. There is very little elastic available anywhere right now, and bungee cord was an alternate choice. We have had positive feedback from medical professionals about the comfort of bungee elastic. Some customers have had success sewing around the cord and knotting the ends to secure it, since their machines were unable to sew through it.
In the interests of getting mask fabric to as many people as we can as quickly as we can, we cannot afford to be picky about the fabric colours or prints we include in the kits. If your fabric has a defect (eg, holes), please use the contact form on this page to reach out to us and we will make arrangements to replace it.