Question: Can you see through your masks?
Answer: Yes! Our masks are quite easy to see through! The black masks are particularly easy to see through. White versions aren't as easy, but you can still see through it. If you have eyelash extensions, the Seer, Oracle and Keeper masks may press against your lashes, causing it to be a little more difficult to see. Our glasses-friendly masks will not press against your lashes.
Question: Can I still wear your glasses-friendly masks if I don't wear glasses?
Answer: Yes!
Question: Will my glasses fog up under the Cathedral mask?
Answer: No. Our glasses-friendly masks have mesh all over them, giving the wearer a lot of ventilation (and vision)!
However, if you wear a medical mask underneath them, then it may cause your glasses to fog up.
The only time I've experienced my glasses fogging up (when I wasn't wearing a medical mask under my mask) was when I became very hot and my forehead started to sweat.
Question: Will the Cathedral mask fit over my large glasses?
Answer: Our glasses-friendly masks fit over most styles of glasses. It may not fit over uniquely styled glasses or glasses with wings. Please watch this video for more info!
Question: Will the Cathedral mask fit my large head?
Answer: We've had many customers of all sizes wear our Cathedral mask with no problem! That being said, we know everyone is not made the same, and if needed, we can resize the Cathedral mask to fit you better. We put the dimensions of all our products in the product's description, but if you have any concerns, please feel free to email us prior to purchasing!
Question: Can men wear your masks?
Answer: Absolutely!! We've had many men buy and wear our masks.
Question: Can I wear your masks with a beard?
Answer: We've had many customers wear our masks with beards! It's all a matter of personal preference.
Question: Can your masks just sit/clip on to my glasses?
Answer: Unfortunately not. Our current glasses friendly masks would be too heavy to sit/clip on to your glasses alone.
Question: How should I wash my mask?
Answer: We recommend using baby wipes/sanitization wipes to clean your mask and/or other accessories. Never put them in the washer or dryer!
Question: How should I store my mask?
Answer: If you do not have anywhere to store your mask, keep it in the box it came in! Please also store it in a dry place, away from humidity.
Question: When will you re-open your commissions?
Answer: We will always send out a newsletter and make a post on our social media accounts when our commissions will open again. Don't worry, we always will give you at least a few days notice! Tris' commission slots fill up very fast (sometimes filling up in 2 minutes!) so we will always announce a time when they open so you can be ready!
Question: Do you have a wait list?
Answer: We do not have a waiting list for our regular products. If you'd like to be notified when product listings are re-opened, please either click the "Notify Me When Available" button on the listing. Or, if you'd like to be one of the first to know when commission are open again, please subscribe to our newsletter!
We DO have a waiting list for our commissions, which can be found here.
Question: When will you have a restock?
Answer: Due to increased demand and only having a small team, we are staggering our restocks and will change which items we restock per week. We don't have a set day for when they happen, but we will always send out a newsletter and post on our socials with a date and time! Just like with our commissions, we will always give you at least a few days notice, if not, a week!
Question: Can I alter/change/add anything to my mask after I buy it?
Answer: If you would like to customize your mask yourself after purchasing, you're welcome to do so. All we ask is that you give credit where credit is due! So please tag us when posting and let others know what alterations you made to the mask.
Question: Does shipping come with tracking?
Answer: At checkout you can choose between tracked shipping and shipping with no tracking. Please keep in mind that this is only for our Canadian and American based customers. Shipping without tracking costs less but may arrive a little later than tracked shipping.
We no longer offer the cheaper non-tracked shipping option for our international customers due to some of our international customers either receiving their items way too late, or getting lost in the mail.
Question: Do you ship internationally?
Answer: Yes! It just costs a little bit more and you may have to pay customs/duty-fees.
Question: I just tried ordering something but it says you don't ship to my location?
Answer: We ship all over Canada, all over the United States, and Internationally. If you try purchasing an item from us, and you receive an error notification saying we don't ship to your location, it's likely that we sold out of that item during your purchase and you will need to wait until our next restock. We are terribly sorry if this happens and greatly appreciate your patience!
Question: Can you make me a custom design?
Answer: We can! Please visit our Commissions page to read more on custom orders.
Question: Do you make these items all yourself?
Answer: Yes! Tris designs and puts together all of the products Phantomasy sells. We do have some part-time employees that help tend to the embroidery machines while Tris designs and finishes your orders!
For our one of a kind masks, Tris often repurposes old jewelry; saving it from the landfill and giving it a brand new life.
Question: How long does shipping take?
Answer: Generally we ship our ready-to-ship products out every 3-5 business days.
Our made-to-order items will take anywhere from 3-16 weeks to process, and once that happens, your order will be shipped.
After we have dropped off your order at the post office, it should arrive in about 4-15 business days depending on where you are located. International shipping can take up to 15 days to 4 weeks+ depending on your location and the type of shipping you choose.
**Please keep in mind that due to COVID-19, shipping has been inconsistent. Depending on where you are located, it could take a bit longer for your order to reach you.
Question: Do your masks protect against the spread of COVID-19 and other viruses?
Answer: Absolutely not. Our masks are for costume purposes only! If you need to wear a medical mask, please wear one underneath! Just know that if you wear a medical mask under our glasses friendly masks, then your glasses may fog up.
We will not be installing filter pockets into our masks because our masks cannot be washed the same way as a reusable facemask.
Question: Why does my order ask for my phone number?
Answer: Your phone number is needed for our order forms. Having your phone number on the shipping label can help get your package to you if it is misplaced. Phantomasy will never call or text you directly unless notified otherwise.
Question: What Embroidery Program do you use?
Answer: Tris uses an embroidery program called Embird.
Question: What Embroidery Machine do you use?
Answer: Currently we have 11 embroidery machines.
Baby Lock Solaris II
Baby Lock Aventura II
Baby Lock Vesta
and 8 Baby Lock Flares
Question: Do you sell your patterns/embroidery files?
Answer: Any embroidery files/patterns that we sell will be found in our online shop. We currently do not sell patterns/files for the products that we sell regularly.
Question: Why is the colour on the inside of my mask different?
Answer: We typically use the same colour thread used for the mesh for the inside of the mask. Most of the time that is Black. So if your mask is mostly purple on the outside, but has black mesh, the inside of your mask will be black. This isn't always the case, though. We will sometimes match the colour on the inside if the base colours are light, like white, silver and baby pink.
Question: I have sensory problems, what do your masks feel like?
Answer: Our masks are not exactly "soft", but they are also not scratchy. They are relatively smooth, firm but also flexible. If you have ever felt embroidery on a piece of clothing, our masks feel similarly to that. The only way our masks could feel itchy is if a thread pops off, but all you'd need to do is trim it with scissors or burn it off with a lighter.
If our masks don't feel well for you, you are absolutely more than welcome to return it!
Question: Processing times?
Answer: Our processing time is currently 3-16 weeks. 3 weeks being the fastest depending on when you placed your order, and 16 weeks being the longest.
We want to assure you that this does not mean that it will actually take 16 weeks for your order to be completed. This just means that it could potentially take this long depending on how many orders we receive and on life circumstances.
CLICK HERE to see what our current processing time approximation is.
Question: Do your half masks cost the same as your full masks?
Answer: Yes. The difference in cost materials is not drastic enough to price them differently, so they are the same price.
Question: If your products are "Made to order" then why are they showing up as "out of stock"?
Answer: We open our listings and accept as many orders as we are able to make in a certain amount of time. We don't technically have "stock". We then re-open the listing when we're able to make more.
Question: What are your masks for?
Answer: Anything you want them to be for! We have a lot of customers who are LARPers, Renaissance fair enthusiasts, Masquerade goers, Cosplayers, D&D players, Live streamers, Adult content creators, Dancers, Performers, Singers... The list goes on. Our masks are for whatever your heart desires.
Question: How do you pronounce Phantomasy?
Answer: It is pronounced similarly to "Intimacy". Fan-to-mas-ee