FAQ, Contact Us

Frequently Asked Questions

Q. I haven't received any order completion email.
A. You may not be able to receive our e-mails due to your e-mail address reception settings.
Depending on the reception settings, it may be sorted to the junk mail folder.
Please set our domain "@newheights.jp" to your accept list in your email box setting.
Please make sure your email settings is ready to be receiving our email beforehand.

Q. Inquiry Reply
A. We will get back to you within 5 business days after receiving your inquiry.
*If you do not receive a reply email within 5 business days, please check your email reception settings and we appreciate for your understanding to contact us again.

Q. About Cancellation
A. For order cancellation, please fill in your order number and your name to the inquiry form below and send it to us.

 Q. Other Inquiries
A. For product inquiries, please contact us via inquiry form below.

FAQ about our Face Masks

Q. How to wear?
A. For the instruction wearing the New Heights. mask, please make sure the mesh side is facing to your mouth side.
The mask string is attached to the mask’s surface to prevent the floating edges.
Please see the quality label enclosed with the product regarding the washing and handling methods.

Q. Product Maintenance
A. When washing or handling your masks, if the end of the nose wire gets stuck in the fabric, it may cause the fabric to slip. To prevent it, while adjusting your wire, please handle it as gently as possible, and make sure the corners do not rub the fabric. Also, please avoid washing with rubbing.

Q. How to wash?
A. In order to properly remove fine stains and germs from the mask product, we recommend to use the washing method that announced by Japanese government as “Soaking into water with laundry detergent for 10 minutes, and then gently press and wash.”
For machine wash, please make sure to follow the instruction on the quality label ”Water temperature up to 30 degrees. Put it in the laundry net and wash it in slow spin mode of the washing machine.”

Q. About the material.
A. Currently, due to the unstable circumstances of material procurement, there will be 2 types of wire and ear strap to be used depending on the production period.
At the time of delivery, please note that the material of the wire and rubber may vary from period to period.
However, we have established our own standards for all materials, and we use materials that have meet the standards of inspection station of Japan.
Ear strap:
We are using two types of materials as below;
・ 85% nylon, 15% polyurethane
・ 80% polyester, 20% polyurethane
Nose wire:
We use two types which has slight difference of hardness and 1mm difference of thickness.

Q. What to fo if fine fibers were attached to the product?
A. Since the product is made of cloth fiber, the fine cloth fiber of the mask may adhere due to static electricity.
However, the inspection system is thoroughly implemented at the Japan Inspection Center, but if it adheres, please remove the fine fiber with adhesive tape before using the product.

Q. About Production
A. All materials, sewing, inspection and packing are done in Japan.
Regarding shipping, we will ship from the affiliated warehouse in Kawasaki City, Kanagawa Prefecture.

Q. About Time of Product Shipping
A. We will ship within 7 business days from the date of your order.
Products will be shipped by “Yu-Packet” (in Japan) from our affiliated warehouse (Kawasaki City, Kanagawa Prefecture).
Please note that it will take longer than the normal shipping date and time, due to the personnel reduction for shipping process that caused by COVID-19.

Q. About changing your order details (e.g. product, color, quantity, payment method, address, etc. ) after your order has been processed.
A. After your order is confirmed, any order details such as color, quantity, payment method, address, etc. cannot be modified or changed individually. If you wish to modify or change any order details after the order is confirmed, please cancel the order and place a new order again.
But please kindly be aware, we may not be able to accept your cancellations request time to time due to the linkage with the warehouse.
Please be sure to check and review your order is correct before ordering.
Refunds request cannot be accepted for refusal of receiving product or return of goods after the shipment is completed.
Please double check your order before ordering.
For any cancellation request, please contact us using our inquiry form below.

Q. Additional Production and Restock of Face Masks. 
A. We will update it from time to time via our online store and SNS.
Please note that we may not be able to respond to individual inquiries regarding details of resale date.

Q. About shipping method
A. Face masks will be delivered by “Yu-Packet” (in Japan).
Please confirm the invoice number which will be sent to you in the shipping completion email.
Your delivery will be determined as completed once the delivery goods is delivered to your designated home mailbox.
Please note that we do not guarantee the loss or theft of the product after your delivery is completed.

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