FAQs

Which certifications do you have?

Ultramasx UltraOne™ is certified KN100 according to the latest and updated Standard GB 2626-2019 which means it filters more than 99.97% of suspended particles with diameter of 0.3 micrometers or larger. Being an electronic device it also certified CE Standard 61000-6-1:2007 and 6100-6-3:2007+A1:2011 in compliance with the European Electromagnetic Compatibility Directive 2014/30/EU. Last but not least it is also certified according to the EU RoHS Directive 2011/65/EU and its amendments which certifies the absence of toxic materials like lead, cadmium, mercury and hexavalent chromium.

What is the composition of your filters?

The Ultramasx UltraFiltersTM are composed of 4 layers: sterilising paper, ultra-fine activated carbon, a special HEPA (High-Efficiency Particulate Air) grade 12 layer able to capture more than 99.97% of particulate matter of a mere 0.3 micrometers or PM 0.3 and finally a special waterproof non-woven fabric.

How long do the filters last?

The Ultramasx UltraFiltersTM cartridges require regular replacement. If you use your mask for 1-3 hours a day, replacing the filter every 30 days is advised. If you use them for 8 hours a day it is recommended to change them on a weekly basis. Please refer to the User Manual for further information.

How do I change the filters?

In order to replace the Ultramasx UltraFiltersTM cartridges, first pull both sides of the front panel and remove it. Once the filtering cartridge (green front) is visible pull up both sides of it and remove it. Please inspect the reverse side (white side) of the filtering cartridge: we recommend changing the filter when the area of smudge created by the captured particulate on the reverse side of the filter becomes too wide and dark. Please refer to our video tutorials page.

Is the mask ventilated? Are there different ventilation speeds?

Yes, the mask has a built-in two-speed electrical turbofan. Speed one is recommended for normal usage, speed two for sports usage. The volume of purified air supplied is 5.7 cubic meters per hour at speed one and 6.9 cubic meters at speed two.

How loud is the ventilation? 

The fan is very quiet and measured at only 40db. It is not audible when used to walk in the city, travel, commute etc. 

Can people hear me when I wear it and talk?

Yes you can talk over the phone or with people close to you and being heard. Of course the voice volume will be lower.

Is the mask preventing my glasses from fogging?

Yes, the mask face seal together with forced ventilation pushing hot exhaust air  from the bottom of the mask prevents fogging of your glasses.

Does your mask has exhaust air filter?

Yes, the last version currently on sale has two exhaust filters included in every box. The exhaust filter has to be positioned on the exhaust valves covering them from the inside of the mask.The exhaust filters are washable and reusable. It is recommended to clean them on a daily basis. 

How and when do I charge the mask?

A LED light on the side of the mask indicates the battery level. When the light is flashing red during the use of the mask it indicates that the battery is running low and needs to be re-charged. Plug in the cable to the USB port for charging. A red light indicates the charge is running. When the green light appears the mask is fully charged. The charging voltage of the product is 5V while the charging current is 0.5A. Please use a USB power adapter (5V, 1A) that meets the safety standards for battery charging. Please refer to our video tutorials page.

How long does it take to charge the battery?

2-3 hours.

How long does a battery charge last?

4-6 hours depending on the speed of the turbofan.

What happens if the battery runs out?

We do not recommend using the mask without ventilation. Nevertheless the mask works also when charging. You can continue using it plugging it into a portable charger or if you are flying long range you can plug it to the plane USB port.

How are the straps adjusted?

The straps can be used in two main positions: either behind the ears or behind the head. Positioning the straps behind the ears is a wider setup and can be tightened as needed with the clips provided in the box. The behind the head setup is tighter and provides maximum security.

Behind the ears: Connect one silicon strap to the pins on one side of the mask, the top one and the bottom one. Do the same for the other strap on the opposite side. Then wear the mask pulling the straps to the back of the ears. If this setup is too wide, connect the straps with the clips provided behind the head to tighten it as needed. 

Behind the head: Connect one silicon strap to the pins at the top of the mask first. Then connect the second strap to the two pins at the bottom of the mask. Then wear the mask pulling the straps behind the head.

Please refer to our video tutorials page.

Do you have only one size? How can I know it will fit to my face?

Yes we do have only one size. The silicone face seal adapts to the face contour. We recommend to check the product dimensions on the product page before purchasing. 

How should I clean the mask?

Cleaning of the ABS mask shell and cover: these can be cleaned with a dry cleaning agent or using ethyl alcohol to wipe the surface.

Cleaning of the silicon face seal: the face seal can be directly dismantled from the reverse side of the mask and can be washed with water or ethyl alcohol or put into boiling water for germicidal treatment.

Cleaning of the silicon straps: after pulling the straps out of the eyelets on both sides of the mask, the straps can be cleaned as explained above for the silicon face seal.

How to best browse the site www.ultramasx.com?

So that your ultramasx.com experience is as enjoyable as possible, we advise using the latest version of your browser. If you choose to visit our site using a previous version, we cannot guarantee that all the website functions may be made use of. It should be remembered that the browser must accept the cookies and must be compatible with the SSL system.

What’s the availability of the products featured on the website?

All the products on sale on our website ultramasx.com are available. Should you wish to place an order for a large quantity, please contact our Customer Service by email at support@ultramasx.com. Only in case of pre-sale campaigns and pre-orders the goods might not be yet available in our warehouses.

Are the product colours exactly as featured?

Each product is carefully photographed using the best lens to bring out the details and quality, and therefore the real colours are also shown. Nonetheless, colours may vary slightly between IT device/ computer/ phone, depending on the device settings and characteristics.

How can I get assistance in placing an order?

Please contact Customer Service at support@ultramasx.com.

How can I change an order I’ve just placed?

Please email Customer Service at support@ultramasx.com.

I completed my order but I didn’t receive an order summary.

Please email Customer Service at support@ultramasx.com.

Do I need an account to place an order?

You don’t have to have an account to place an order, you just need to provide an email address.

However, we recommend creating an account so that your purchases can be made more quickly  and you’re able to track orders and stay up to date on new arrivals in the Ultramasx realm.

What can I find in the My Account section?

In the My Account section you can easily view all the information regarding an order in progress as well as the list of previous orders. You can also change your personal details, save payment methods and change your password in this section.

I’ve forgotten my password. What can I do?

If you’ve forgotten your password, you can click on “I’ve forgotten my password” on the log-in page, and then fill out your registration email address. An email will be sent to this address containing the reset instructions.

How do you use my data?

We fully respect the privacy laws when processing your data. Please consul the Privacy Policy of the site for further informations.

How much delivery costs?

The delivery costs vary based on geographical area and courier. Please check your rates at the checkout after indicating your delivery address. 

How long will delivery take?

The delivery times are calculated from when we receive your order. You will get an email with tracking number and will be able to follow the time to delivery.

Do you deliver worldwide?

Deliveries may be made all over the world.

Do you pay the import duties in my country?

We are not liable to pay import or customs duties, if any. It is customers responsibility.

Which is your shipping policy?

We ship our products from our two warehouses in US and Hong Kong worldwide. Once the order is completed on our online store it is transmitted automatically within an hour to the logistics management platform for fulfilment and shipping. We optimise shipping rates based on location and weight of the order. Your final shipping rates and estimated times to delivery are calculated at checkout before payment.

How can I track my order status?

A tracking number will be automatically delivered to your email and/or SMS once the shipment has been made from our warehouses. For all inquiries, please email our Customer Service at support@ultramasx.com.

Do you deliver to PO boxes?

Mainly for security reasons, Ultramasx Technologies Pte Ltd does not accept orders for which delivery by poste restante service or to a PO box is requested.

Do I need to sign for the delivery of my order?

The recipient’s signature is required for parcel receipt. Policies may vary by courier  during the Covid-19 pandemic.

Can you deliver to my hotel?

We can. To do this, we ask you to provide the hotel name when you fill out the delivery address. We ask you to also specify the dates of your stay at the hotel, so that our Customer Service may schedule delivery of the parcel within the given timeframe; should this not be possible, we ask you to contact our Customer Service by email at support@ultramasx.com.

Which payment methods are accepted on the website ultramasx.com?

Payment may be made by MasterCard, Visa, American Express, Apple Pay and Pay Pal.

Is the payment procedure secure?

Security is a priority for Ultramasx Technologies Pte. Ltd., and as such all your data will be encrypted. All our payments are processed by third party independent payment gateways such as PayPal and Stripe. All payments are processed through a secure server-to-server connection using the SSL (secure sockets layer) technology with 128-bit encryption. For additional security, only our provider for payment services has access to the banking card data used for payment, while Ultramasx Technologies Pte. Ltd. has no access to your card data.

Should payment be refused, the order will automatically be cancelled.

Do you accept international credit cards?

Most international credit cards are accepted. When placing the order, you should fill out the international billing address matching the one registered to the card.

Can I order using a banking card that isn’t mine?

You can. I this case, we ask you to fill out the billing address matching this card.

When will my order be charged to my credit card?

The order amount will not be charged to your credit card or to any other means of payment until the order has been received and accepted by our system.

What can I do if the mask is damaged or broken?

You should request a free replacement to our Customer Service at support@ultramasx.com providing evidence of the defects.

Can I return or exchange an item?

Our products are non-returnable due to hygiene and personal protection nature of them. However, in the unlikely event of damaged, defective or different item delivered to you, we will provide a free replacement. We may contact you to ascertain the damage or defect in the product prior to issuing a replacement.

Is the entire product covered by warranty?

Our warranty lasts one year ad covers the main body, motor ad battery of the mask. Consumables like filters, the straps ad face seals are not included in the warranty. Please check the Terms and Conditions for further information.