Frequently Asked Questions
Shipping
Please allow 1-2 business days for us to fulfil your order prior to shipping. Shipping estimated time of arrival can be found at checkout depending on your location.
All orders are shipped including a tracking number. Orders are shipped between Monday-Friday.
For more details, please refer to our Shipping Policy.
Returns, Exchanges & Refunds
If you ordered the wrong size or you are unsatisfied with the product you ordered, please see our Returns Policy.
Contacting Our Team
STRATUS is currently operated by 3 young, working professionals based out of the Canadian Rockies.
We endeavour to answer all customer service enquiries within 2 business days. Enquiries are answered from Monday-Friday, 9am-5pm MST.
Enquiries made on weekends or statutory holidays will be responded to in a first come, first served basis over the course of the following business days.
Bulk & Corporate Orders
Interested in supplying your employees with our product?
We offer volume pricing for bulk orders. Reach out to us at sales@strts.ca.
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Anti-fog? Really? How does it work?
Most face masks on the market sit directly over your nose & mouth, trapping humidity. Our 2-layer design allows hot air to travel away from your face, while the cold air in the environment prevents hot air from rising and staying trapped in your goggles.
You can read more about how our product works on this blog post: How To Keep Your Goggles Fog Free.
Which product is right for me?
To help you decide which North45 anti-fog balaclava or face mask is best suited to your activities, we wrote this small guide: Which STRATUS anti-fog face mask is right for me?
Will STRATUS products work with my brand of helmet/goggles/glasses?
Our masks & balaclavas are designed to be compatible with all helmets, goggles and eyewear. Our magnetic masks & balaclavas will work on all brands of goggles, providing that the magnet is adhered to the goggles as per the instructions.
Our products are not designed to be directly compatible with other brands' magnet attachment systems.
Why did my magnet rip out of my mask?
If your magnetic balaclava or face mask is placed in the washing machine, this can cause the integrated magnet attachment to tear from the fabric due to the rigorous movement of the washing machine as well as the magnet becoming stuck on the internal drum. We recommend hand washing your magnetic STRATUS products with a mild, natural detergent and laying them flat to dry.
Did your magnet rip out of your mask during use or without being placed in the washing machine? Please email us at info@strts.ca to arrange a replacement.
Are your magnetic balaclavas & face masks safe to use with avalanche beacons?
As our product contains a magnet, please remember to keep your avalanche beacon 20cm away when in transceive mode, and 50cm away when in search mode.
Are your balaclavas & face masks fire-resistant?
Among its many excellent qualities, merino wool is a naturally fire-resistant material.
Is your merino wool ethically sourced?
Our merino wool is WoolMark Certified, meaning that the wool we source meets or exceeds high standards for traceability, durability, performance and quality.
Learn more about merino wool.