FAQ & Help

Frequently Asked Questions

I've never ordered face masks before. How do I start?

It's easy. All you have to do is email us at info@gs-jj.com to request a free quote with your artwork, and let us know how many masks you would like to order.

What is your minimum order requirement?

We offer some custom masks no minimum order quantity, it means those face masks could start with 1 piece.

I have no artwork or only an idea, can you help?

Yes, absolutely! We offer FREE art and design services with every order! Our designer team can complete the mask artwork and send it to you within 24 hours. And what we provide is a vector diagram in AI format.

After I place my order, when will I receive my masks?

Our delivery times range between three and ten days after receipt of an order and approval of artwork (please refer to the appropriate item on this website for the normal delivery times listed). However, some delivery times may vary depending upon the quantity, production methods used, or uniqueness of your design requirements.

What if I need to make changes or cancel my order after it's in production?

Any changes or cancellations are subject to charges based on costs incurred up to the time of your request. No change is accepted once an order is in production. If changes are necessary once production begins, it will be considered a new order.

How should I supply my own artwork to you?

The most preferred format is Illustrator or .eps vector artwork and all fonts are converted to outlines/curves. We also accept .jpg, .pdf, .tiff, .png, .psd or .bmp files (please enlarge artwork 4 times larger than the mask size). We highly recommend the use of PMS Matching System colors in your art in order to reproduce the colors you require. For our Digital masks, artwork should be at least 300 dpi or higher.

Will I receive an art proof before you produce my masks?

Yes, we will send you proof after receipt of your order and will not produce your masks until we get your final approval of the artwork.

How close will my final product look compared to the proof I have received?

Unless otherwise agreed upon, all colors will be matched “as closely as possible” to your original artwork. Most of our products are hand-made / hand-colored and differences in dye and color lots can be expected from time to time.

FOR AN EXACT COLOR MATCH, we use Pantone® matching systems formula guide for coated colors. For an additional charge of $15.00 per color, we will match Pantone colors exactly to the colors in the Pantone® formula guide available from the Pantone matching system

Please note that due to differences in monitor calibration the colors displayed on your monitor may differ from the colors in the Pantone guide. We match colors based on the printed guide.

If a color match is not selected at checkout, then refunds for color matching will not be issued.

Do you offer a guarantee?

Prior to production of your order, you may cancel anytime and are entitled to our money back* guarantee! Once your order is in production, has shipped, and /or been delivered, we will not be able to cancel it and no refund will be given simply because the customer changed his/her mind. However, If the product has a defect when the customer receives it, we will either re-make your order FREE OF CHARGE or offer our customer and an order discount based on a case-by-case basis (depending on the severity of the product defect and the number of defective products involved). Please note defective product is extremely rare at www.GS-JJ.com, but we stand by-products and guarantee them to be the finest quality and superior craftsmanship!

*Money back guarantee: If you pay by check or money order, there is no cancellation fee. CREDIT CARD USERS, when canceling your order there is a 5% cancellation fee if we have already charged your card.

What are your payment terms?

We accept Visa, MasterCard, American Express, Discover, check, or money order.

How will you ship my order?

All orders are shipped via FedEx free of charge to the continental USA or Canada. For shipments outside of the USA or Canada, please contact us for shipping rates.

How will my masks be packaged?

All masks are individually poly bagged.

Can you return the goods for free?

Of course, if you find any quality problems with our products, you can contact our after-sales customer service to apply for return processing. About detailed return terms, please read the privacy and policy.