FAQ Section

Product Information

How Do I Register For Wholesaling?

If you would like to register as a Wholesaling partner please use the this form. Our sales team will  contact and assist you to get you started.

EN14683 or ASTM Level – Why Are There Two Standards?

Over the past several years the European Committee for Standardization (CEN), has been working to align the Bacterial Filtration Efficiency (BFE) test requirements for medical facemasks (EN 14683) with its counterpart committee requirements in the U.S. (ASTM F2101). The goal was to update the standard and align the pre-conditioning parameters in both Europe and the U.S. so that manufacturers would only need to test their facemasks once to meet both requirements. The good news is that the CEN committee has recently released their latest revision of EN 14683 standard aligning these requirements.

Previously, manufacturers had to conduct tests using two methods for BFE and Differential Pressure to comply with the standards in Europe and the U.S. This was due to the difference in preconditioning requirements as shown in Table 1. Needing to conduct two very similar tests ultimately cost manufacturers both time and money. As a result of the 2014 revision for EN 14683, which aligned preconditioning requirements to the ASTM F2100 standard, manufacturers can now use one, combined BFE and Differential Pressure testing method.

Source: Nelson Labs Blog

Are Your Products CE Compliant?

Yes, SANIAID® surgical mask products are CE compliant and carry the CE mark indicating that EU standards are met based on EN14683-2019 testing. We continue to test, monitor and certify our product range regularly with the purpose of ensuring a consistent quality guarantee.

Are Your Products Safe And Genuine?

Yes they are. We carefully select and evaluate our suppliers before we add them into our partner and product portfolio. We only purchase and distribute quality authentic sanitary products produced based on International standards and norms. We offer a limited, carefully selected range of sanitary products. If you have any further questions concerning the products we offer please use the contact form option.

How About BFE And PFE Testing?

SANIAID® surgical masks are BFE tested by Nelson Labs and have all passed Type II and Type IIR based on EN14683:2019. We are in close contact with Nelson Labs. For ASTM requirements, the standard has been harmonized with EN testing, hence PFE is guaranteed. Our production floor in Japan has provided necessary samples for additional PFE testing. The factory has been producing masks since 1960 and we are more than confident to pass both, ASTM and EN standards. NIOSH is tested and approved for our N95 type respirator which we will launch shortly.

We take quality extremely seriously and are fully transparent in our efforts to ensure a high-quality level. You may want to refer to the publication from Nelson Labs.

Where Are SANIAID® Products Produced?

SANIAID® J-Series products are produced exclusively in Japan to ensure a consistent quality level to best protect it’s users against health risks. These products meet strict regulations including ISO and JIS quality management, EN and NIOSH (US National Institute for Occupational Safety and Health) standards. Testing is performed by the JAPAN QUALITY ASSURANCE ORGANISATION (JQA) and Nelson Labs. Relevant test protocols and  quality management certificates are available to support this statement upon request.

SANIAID® T-Series products, available in Q3/2020, are developed and made in Taiwan (MIT).

What Products Do You Offer?

We specialize in high quality sanitary products produced based on European and International EN standards. Our products are CE compliant, genuine and authentic. In case you need any further details concerning our range of products please get in touch with us.

Shipping Information

Why are your SF rates slightly higher?

We pack every shipment in an extra outer box (most others don’t) to ensure that our premium masks arrive as much as possible without damage. Hence we add HK$10 as we provide the boxes to SF and insist that they must use them based on best fit. We continue to negotiate better rates from time to time.

How About TAX And Import Duties?

Our shipping rates do not include any local import duties or import tax. Please contact your local tax department before you place your international order. In most cases no tax is applied. Please do check with your local customs department for applicable tax or duties in your region.

Is The Order Packed Safely?

We use an additional outer box to protect each order against potential damage during transport. We do not simply ship any order with just a bubble envelope, but instead protect your order with a perfect size outer box for best possible protection.

What Are Your Shipping Rates?

Shipping rates depend on weight, volume and location. You may use the shipping calculator available on the cart page to view the actual shipping rate based on your selected address and product(s) in your cart.

 

Can I Track My Order?

Yes, order tracking is generally available for all our fulfilled orders shipped via SF Express or EMS or UPS. You will receive an email notification once your order has shipped out. The notification includes the tracking number and tracking link. Alternatively you can make use of the order tracking page.

Kindly take note that even after you have received an order notification that your order has been shipped (“completed”) with the tracking number included, it may still take one to two days until the tracking number may be available on the tracking website. In case the tracking information is still not available online after 3 to 4 days please get in touch with us.

A good place to track your order online or via APP is Aftership.

What Should I Do If There Is No Shipping Option?

Although we cover a large area where we ship to, we might have missed the area where you are located. In such case, please get in touch with us via our contact form or our WhatsApp or Facebook Messenger account and we will assist you in providing a suitable shipping option based on your specific needs.

Do You Ship Internationally?

Yes we do. Currently we ship to areas in Asia/Oceania including China, Hong Kong, Taiwan, Macau, Singapore, Malaysia, Indonesia, the Philippines, Thailand, Vietnam and Cambodia, Korea and Japan, Australia and New Zealand. We also ship to most parts of the EU, the USA and Canada as well as to Switzerland and the UK who are not members of the EU.

You may want to contact us for special order placement if you are located outside of Asia. Please use the contact form option.

How Soon Will My Pre-Order Ship?

All confirmed and paid pre-orders are scheduled for shipment based on the pre-order availability schedule indicated on the products detail page expressed in dd/mm/yyyy. An order update notification will be provided in case of any unforeseen circumstances which may delay the original release-schedule. Reach out to us for further details via the contact form.

How Long Will It Take To Get My Package?

All confirmed and paid orders ship out to our customers within 2 days after order received and paid. Local delivery in Hong Kong takes two working days, excluding public holidays and weekends. International orders usually arrive within 5 to 14 days depending on the exact location. Reach out to us for further details via the contact form.

What Shipping Methods Are Available?

We ship all orders exclusively via UPS, EMS and SF EXPRESS depending on location. Local collection is available for customers located in Hong Kong; please ask us for pickup address details. Order fulfillment is provided by our logistics partner. In case you need any further details concerning our shipping options please get in touch with us.

Under special circumstance which are beyond our direct control, such as service area restrictions related to COVID-19, we may select an alternative courier service to ship out orders.

Payment Information

Is Bank Transfer Possible?

Yes it is. Bank transfer to our HSBC account is available during checkout for selected B2B orders. Our HSBC bank account details are provided with the order confirmation email.

Orders will be kept on hold until payment has been received in our account. Please include the Order ID with your payment and post your payment slip to us either by email or make use of the Facebook Messenger. This will help us to speed up the process and order handling.

Is Buying From SANIAID® Safe?

We take our customers and online commerce very serious. Our customers are protected against fraud and data theft. No payment data is stored on our server.

Our system is SSL secured with all data exchanged between you and us being encrypted.  We do not store any customer credit card information in our system. If in doubt, please contact us for our data protection, privacy and security policy.

What Should I do If The PayMe Code Has Expired?

You may either reload the page on your browser to request a new PayMe pay code on your desktop computer or close the PayMe App on your phone and reload the browser page on your phone to request a new PayMe pay option. You may also complete your PayMe order payment directly from your order overview page within your SANIAID.Com account page. 

Do You Accept PayMe By HSBC And FPS?

Yes we do. Customers located in Hong Kong may make use of the HSBC PayMe payment option or the FPS payment option during checkout. A payment link or instructions will be provided by email once the order has been placed and accepted in our system.

Orders will be kept on hold until payment has been received in our account. Please include the Order ID with your payment and post your payment slip to us either by email or make use of the Facebook Messenger. This will help us to speed up the process and order handling.

 

Which Payment Methods Are Accepted?

We accept payment via secure Credit Card payment provided by Stripe, PayPal online payment. PayPal allows you to use your credit card without the need to register an account with PayPal. You as buyer enjoy full PayPal buyer protection. There is a small handling fee for payment via PayPal and Stripe.

Customers located in Hong Kong may make use of the HSBC PayMe payment option or the FPS payment option as well as Alipay (for China registered Alipay users only!) during checkout. A payment link or instructions will be provided once the order has been placed via HSBC PayMe or FPS and accepted in our system.

Bank transfer to our HSBC account is available for B2B customers. Bank account details are provided with the order confirmation email.

Order Cancellations, Returns and Refunds

How Can I Return A Product?

Due to the sensitive nature of the products we provide, we usually do not accept any returns unless the items have arrived damaged or a wrong item has been shipped to you. In such unlikely case please get in touch with us as soon as you notice an inconsistency with the shipment. Products which have been opened cannot be returned to us in general. For any return request you should contact us by email within 3 days after the shipment has been delivered to you.

What Is Your Refund Policy?

If you would like to cancel your order or pre-order prior to it being shipped out to you, we will refund you the product and shipping amount paid to us via the same payment method used while placing your order.

PayPal and Credit Card fees are generally not refunded for order or pre-order cancellations. These fees are charged by PayPal or Stripe and are not returned to us as well. If payment was made via PayMe or FPS as well as by transfer into our bank account, all funds will be generally refunded in full.

How Do I Cancel My Order?

If you wish to cancel your order before it has been shipped out, please contact us by email and provide your order number for our handling and reference. We will assist you as swiftly as possible. Orders which have already been shipped out can no longer be canceled.

Additional Questions?

How Do I Register For Wholesaling?

If you would like to register as a Wholesaling partner please use the this form. Our sales team will  contact and assist you to get you started.

Do I Need To Register An Account Before I Can Order?

No, you can place your order as a guest without the need to register. However, as a guest user you are not able to view your order, payment, tracking and invoice section and you won’t be able to update your address and account details.

What If I Have An Additional Question?

We are here for you. Please get in touch with us via our online contact form or Facebook Messenger or via WhatsApp.

Still have a question? Please get in touch with us via our online contact form.