RESPILON® FAQ

Dear clients,

in order to answer your frequently asked questions in the shortest time possible, we have prepared this list together with the answers.

All preorders for our VIRUS KILLER products have been canceled

We are very sorry, but for a number of reasons which are beyond our control and which have been caused by emergencies across Europe, we have been delayed, and even though we have spared no effort we are unable to keep to the promised delivery date communicated in the pre-order.

In view of the ever-changing situation, we cannot make a responsible estimate of how long it may take for the product to become available. We are doing everything we can to achieve this within the course of weeks, but we are dependent on many factors that we cannot influence.

Therefore, we will refund you now and you can decide whether you would like to place a new order when we have our Virus Killer products in stock, which means that we will be able to guarantee delivery of the goods within a few days. We would much appreciate if you would find favor with and be interested in ordering our Virus Killer products.

 

We confirm that all refunds are underway. See below for details about specific payment methods:

All refunds for preorders for our Virus Killer face masks and respirators have been filed and are now being processed by financial institutions.

Payments accepted through PayPal have already been refunded. Payments in CZK accepted by bank transfer will be credited to customer accounts on Friday April 24, payments in EUR and USD by Tuesday April 28. Payments by card (GoPay) in CZK and EUR are credited to customer accounts every day until Monday April 27, USD payments will be credited to customer accounts by Wednesday April 29.

Thank you for your patience and understanding.
(updated on April 21)

 

You have already been notified by email. For more questions we have set up for you the phone lines +420531010240, +420530332163 and +420604458003 where you can contact us every working day between 8:30 a.m. – 4:00 a.m. (CET) or you can email us your questions at viruskiller@respilon.com.

How can nanofiber face masks and neck gaiters protect me against viruses when they are not certified as FFP3?

The FFP standard informs the user of the product that the respirator was tested for the penetration of solid particles and aerosols, not pathogens (viruses and bacteria). Respilon nanofiber protective products are tested especially for the interception of viruses and bacteria, with the confirmed 99.9 % filtration efficiency. What's more, unlike the usual respirators nanofiber face masks work in both directions.

However, they do not comply with the EN 149 standard which requires all protective equipment to have “solid construction” (tear resistance) to have FFP3 certification.

Will a nanofiber face mask or the R-shield neck gaiter protect me from the coronavirus?

Nanofiber facemasks and neck gaiters block out 99.9% of all viruses and bacteria (this efficiency level was confirmed by an independent test performed by American institute Nelson Labs). By using these face masks and neck gaiters you protect not just yourself but also those around you.

Is personal pickup possible?

We do not offer a personal pickup service for Brno, our company doesn’t have a brick-and-mortar shop. We can offer personal pickup in Prague (only), you can choose this option when placing your order. If you choose personal pickup, please wait for a confirmation e-mail with an address and the information that your order is ready for pick up. This option will be available and adjusted depending on current government regulations.

The goods are in my cart, but I cannot complete the order. What should I do?

Goods placed in the cart are not confirmed orders yet. An order is placed in our system when it is fully created and confirmed. If you were unable to complete your order and during one of the steps the system warned you that the item was out of stock, please remove the item from your cart and wait until it is available again.

Is there a limit for a single order?

Yes, you can order max. 20 R-shields of any one kind in one order.

Is cash on delivery possible?

Unfortunately, we don’t offer this service. You can choose online payment by card or by bank transfer. We stop the possibility of payment through PayPal.

Can I order only through your e-shop?

Yes, please, order only on shop.respilon.com. Ordering goods by telephone, e-mail or in person is not possible.

Can I change my order after I have received the generated number of the order?

We are sorry, but it is not possible. If you forgot to add something to your cart or you need to order more pieces, please place a new order.

Can I use Facebook profile RESPILON to inquire about my order?

Our social media sites are meant to keep you updated on what is currently happening in our company. If you have any question concerning your order, please use our e-mail address shop@respilon.com. We receive FB messages often and in great numbers – although we are happy to answer you, we would appreciate you to be as brief and to the point as possible. Thank you for your understanding.

What is the purpose of the phone lines +420 530 332 163 and +420 604 458 003, how do they work?

You can reach us there every working day between 8 AM - 4 PM (CET). There are many people from all over the world trying to reach us, just like you. Please be patient. We try to answer all questions for every person.

Therefore, we would appreciate you to be as brief and to the point as possible, especially with respect to other clients who also try to reach us.

Where can I contact you if I need to change my delivery address or if I have problems with payment for an order or preorder that I have made?

If you want to change your delivery address and have already received an email with a tracking number from us, please contact the shipping company directly.

If you have not yet received an email with a tracking number from us and would like to make some changes to your order, please contact us at changes@respilon.com. Please, understand that it is not possible to add any goods to your order or to change the kind of goods that you have ordered.

Who can I contact if I need to order wholesale?

Our business team is available for you on the email address trade@respilon.com. State all your requirements and one of our salespeople will get back to you.

Could you please notify me when a product is in stock?

Yes, of course, but please note that our “Watch dog” which automatically sends emails to customers once a product is restocked is not flawless. Because some products sell out too fast, the service is not able to notify everybody who subscribed to it. Those, who do receive an email, don’t always have enough time to react and make their purchase. If we even temporarily disabled the service, though, the database of all subscribers would be lost. Therefore, we recommend using it mainly to watch products such as ReSpimask.

When can I order your new RespiPro VK – Virus Killer facemasks and ReSpimask VK – Virus Killer respirators with accelerated copper oxide?

In view of the ever-changing situation, we cannot make a responsible estimate of how long it may take for the product to become available. We are doing everything we can to achieve this within the course of weeks, but we are dependent on many factors that we cannot influence.

How many times can I use the VK face mask?

The nanofiber filter mechanically captures the virus (on a similar principle to a sieve), while the copper oxide then kills the virus. Deactivated viruses can no longer multiply in the filter and there is no risk of secondary  infection if the mask is reused.

Our RespiPro VK – Virus Killer facemasks and ReSpimask VK – Virus Killer respirators can be used repeatedly, with up to 24 hours of protection in total. For example, if you wear the facemask for 3-4 hours a day, one will last you for a week. Information about the effectivity, packaging and pricing is available on our e-shop here and on our website here.

When will ReSpimask, RespiPro and RespiPro Carbon be available?

Once we know the date, we will inform you on shop.respilon.com as well as on our Facebook page Respilon.

When will the R-shield neck gaiters be available?

We restock R-shields every working day. We regularly update the information on availability of our products on our e-shop shop.respilon.com.

What is the status of my order with R-Shields?

We are doing our best to dispatch parcels in the shortest time possible. Considering the high demand, we ask you to be patient and to understand that the maximum expedition time is 14 days. If it has been over 14 days since you paid for your order, please contact us by e-mail at shop@respilon.com.

Will the R-shield neck gaiter protect me against the coronavirus?

The neck gaiter has a sewn-in nanofiber filter in the mouth and nose area, the same filter that we use in our ReSpimask face masks. This material ensures a 99.9% interception of all viruses and bacteria. This effectivity was confirmed by the result from an independent testing in an American institute Nelson Labs. If you follow the instructions for wearing, washing and you observe standard hygienic rules, R-shield will protect you against the coronavirus.

You can find the relevant certificates here.

How should I wear and take care of my R-shield?

If you want your neck gaiter to protect you, put the R-shield on in a safe environment – only then you can expose yourself to a high-risk environment. Once you have put it on, try to avoid touching your face or the neck gaiter. If you need to drink, eat or adjust your R-shield, disinfect your hands first – best with an antibacterial gel with alcohol. If you need to take the neck gaiter off in a high-risk environment, do not take it off completely – do not pull it over your head but keep it around your neck and ready to use. After you return from the high-risk environment, take your R-shield off in the following way: roll up the lower part of the R-shield under your chin and then pull it carefully over your head without creasing the fabric with the nanofiber membrane in front of your mouth and nose.

Wash the R-shield in a washing machine on 30 °C – at best separately on a hand washing program. The amount of water is the important factor – it will wash away potential residues of viruses. Then leave the neck gaiter to dry out properly for 12 to 24 hours. Disinfecting, sterilizing or ironing can damage the R-shield’s protective membrane. Use good judgment and wash the neck gaiter every day in case of exposing yourself to a high-risk environment.

 

Is it even possible to meet the current demand?

It is not in the powers of any commercial subject to boost their supply enough to correspond to the current demand “overnight”. We are doing our best to offer the protection that you require with the highest quality and in sufficient amounts in the shortest time possible. Under current circumstances it is not always possible to provide you with the exact dates and more details. The situation is constantly changing. Therefore, we ask you to be patient and tolerant. Thank you.

Is it possible to sterilize the nanofiber filter with ozone or UV light?

According to CTU’s Faculty of Nuclear Sciences and Physical Engineering a standard face mask can be subject to UV light treatment for 3 minutes from each side. Ultraviolet light (mainly UVC) kills bacteria and viruses, however, it is only active on the surface and a sterilization dose for the new type of coronavirus is not yet known. Also, be careful not to expose your skin to UV light for too long as there is a risk of burns and other health complications. All UV light sources should come with a manual that explains the products’ intended use and possible risks.

Ozone is an effective disinfectant, but it is more effective for water or room treatment than for items (face masks/respirators). It is necessary to lock up the machine generated ozone in the room and let it sit there, so that it can do its job. Usually, 30 minutes are recommended, then the room must be well aired before you can enter.

For reasons mentioned above, we do not recommend sterilizing our products by either method.