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Customer support

Questions about COVID.LIMITED?

 

If you have questions about our products and/or services, you can take a look at our FAQ down below. If not, please contact us via our contact form. We're happy to help you with any question regarding our products.

Customer service opening hours

 

During working days our customer service is ready to answer all your questions. Our customer service is available from Monday to Friday from 09:00 to 17:00. You can reach us on +31 800 4010400. 

Frequently asked questions
Contact
How can I reach the customer service?

For a quick answer to your question, it is best to first check whether your question is in the FAQ. Unfortunately, we are not available by phone. However, we are happy to answer your questions via e-mail or WhatsApp. We strive to answer them as soon as possible.

When is customer service available?

On weekdays, Monday to Friday, from 9:00 am to 5:00 pm.

Placing your order
How can I pay for my order?

Payment is possible via:

  • iDeal
  • Klarna
Shipping and delivery
Where is my order? Can I track my order?

Your order will be shipped with a Track & Trace code via DHL or PostNL.

About the Covid-19 rapid tests
How does a 15 minute Corona test work?
  • A blood sample is taken with a prick in your finger;
  • The blood sample is placed in the test strip;
  • Transportation fluid is added to the blood sample;
  • After 15 minutes you get to know the result.
What do the different results of the test mean?

1. The control line is coloured
The test was carried out successfully. At the time of testing, no antibodies are detected (yet). This is because you have not (yet) been in contact with the Covid-19 virus or because you are still in the incubation period when you get tested. It can take up to 14 days before symptoms actually appear. During this period you may infect others, even if you do not experience any symptoms.

It is also possible that you are infected but that you do not produce antibodies due to severe weakness or possible medication.

Advice: test again after 14 days or when there are complaints or symptoms and always follow the RIVM guidelines.

2. The control line and the lgM are coloured
When you get this result with the test, it means that an acute/primary infection of the Covid-19 virus has been detected, you have then produced antibodies and they may still be produced. This result appears about 3-7 days after the first symptoms appear.

Advice: you are currently contagious to others. If you tested positive and were found to be infectious to others, read the following question in the FAQ to find out what you should do.

3. The control line, lgM and lgG are coloured.
This result of the test means that you have been in contact with Covid-19 and that your body has produced antibodies, and that it still produces antibodies. This may be a second (secondary) infection or a transitional phase. This occurs from the 7th day onwards and the tested will therefore remain contagious to others.

Advice: you are currently contagious to others. In the next question, read what you should do if you have tested positive and have been found to be infectious to others.

What should I do if the result is 'positive'?

A 'positive' test result means that you are infected with the Covid-19 virus and are therefore infectious to others around you. If you have a 'positive' result, we advise you to contact your GP or the GGD as soon as possible and to immediately go into quarantine at home for a fortnight. This is to prevent the infection of others. In case of a 'positive' test result, both yourself and your housemates should be quarantined, even if they have no symptoms of Covid-19.

Is the corona rapid test reliable?

It takes some time for antibodies to form. According to a study commissioned by the RIVM, it can take up to one month after the first day of illness until >90% of those infected have produced antibodies.
Some people with a Covid-19 infection remain asymptomatic or develop only mild symptoms; these people appear to form little or no antibodies.


Antibodies often disappear after some time. The rate at which antibodies disappear is subject to personal variation and depends on the pathogen and the severity of the infection.
For the above reasonswe recommend that you repeat the test between 14 and 31 days after the first symptoms have been noticed, in the event of a negative result. Also for these reasons it is always important to use the RIVM measures.

Are these Covid-19 rapid tests CE approved?

Yes, the rapid tests of COVID.LIMITED are CE approved. This means that they comply with the European legal requirements concerning safety, health and the environment. The rapid tests are produced according to European directives and approved for use in the EU.

Will I receive an official document with the results of the test?

No, after taking the corona rapid test you will receive a document with the meaning of the different results. However, this is not a legally valid document or doctor's certificate.

Can I use this result to go to another country?

No, unfortunately we cannot give you a legally valid non-Covid-19 declaration which is suitable for travelling abroad.

Face masks
What is different about a mouth mask with breathing valve compared to a mouth cap without a valve?

A (breathing) valve filters the air you breathe. It also makes breathing easier and prevents the accumulation of moisture on the inside of the mask.

When is a facemask TNO approved?

TNO tests mouthpieces for quality, examines the filtering effect of the material and compares it with other TNO certified mouthpieces.

How often should I put on a new mouth mask or wash my mask?

After using a disposable mouthmask, preferably not longer than for 3 hours, you should immediately throw it away in the bin. A disposable mask should only be worn once.

A reusable mouthmask can only be worn once, before you have to wash it. Wash it in a full wash, at 60 degrees Celsius. Use only detergent and no fabric softener.

How many layers do I need in a facemask?

In general, the more layers, the better the mouthguard protection. We offer, among others, 3-layers facemasks. In order for the mouthmasks to function optimally it's important that you use them according to the manual and the Covid-19 measures indicated.

What are mouth masks used for?

Face masks reduce the risk of transmission of viruses, such as Covid-19. The virus is transmitted via droplets from the mouth and nose and because the masks cover both, they are also known as mouth-nasal masks.

Mouth masks are used in public places and in places where the prescribed distance is difficult to maintain. Mouth masks are mainly used to protect people around you and to minimise the spread of Covid-19.

Are the mouth masks suitable for use in public transport?

Our mouth masks are very suitable for public transport. Among other things, they are suitable for situations in which it is difficult to comply with the set measures, such as keeping a distance of 1.5 metres. This also includes public transport. The use of non-medical oral caps in public transport is even mandatory in the Netherlands.

What is the difference between medical and non-medical oral caps?

Surgical mouth masks IIR and FFP2 masks are examples of medical mouth masks. These must comply with European directives and quality standards for medical devices and personal protective equipment. They are therefore suitable for use in healthcare.
Non-medical mouth masks are not worn to protect yourself, but to protect people around you. You use them when you are not working in healthcare, so that as many medical mouthmasks as possible remain available to healthcare workers.

What should I be aware of when wearing a mouth mask?

You're wearing a mouth mask correctly when it covers your mouth, nose and chin. Before and after putting on the disposable mouth mask, you should wash your hands with soap and water for 20 seconds or use our disinfectant hand gel. Make sure that you only touch the elastic band when putting it on and that you do not touch the mouth mask itself, even when wearing it.

Disposable mouth masks are for single use and can be disposed of after use. After using cotton face masks you can wash them at 60°C on a full wash programme. Use only detergent and no fabric softener. It is possible to iron our products at 180°C. Then store the washable mouth masks somewhere closed and separate from each other in, for example, a sealed bag.

How well do non-medical mouth masks work?

The effectiveness of a non-medical mouth mask strongly depends on the quality of the materials, fit and the way the user handles the mask. Non-medical facemasks can be useful in places that are busy.

In addition, in some areas it is not possible to keep the 1.5 meter distance, in this case mouthpieces can also have a protective function. Mouth masks mainly protect the others around you, so if everyone were to wear a mouth cap, the spread can be limited. Protect each other and wear a mouth mask.

Is wearing a moutmask (for a long time) harmful to my health?

According to the World Health Organization (WHO) wearing a mouthmuff does not lead to oxygen deficiency or CO2 poisoning. The masks we sell are air permeable and easy to breathe through.

Is a mouth mask suitable for children under 3 years of age?

No, mouth masks are not suitable for children under the age of 3. The government's advice applies to children from the age of 13.

Why should my child wear a mouth mask?

The older a child is, the greater their role in spreading the virus. In general, children play less of a role in the spread of the Covid-19 virus than adults, which is why the government's advice is to use a mouth mask from the age of 13.

Do I have to wear a mouth shield for contact professions?

In contact professions that require physical contact, such as external care professions, wearing a mouth mask is strongly recommended. This advice applies to both the service provider and the client.

How long can I use my mouth mask?

It is advised to use a mouth mask for a maximum of 3 hours at a time. So take enough mouth masks with you when you leave home. You will need to put on a new (clean) facemask after each use. Keep clean and, if necessary, used mouth caps separately from each other in a sealed bag.

What should I do with the mouthcaps after use?

You can simply dispose of your used mouthguard with the residual waste. Reusable mouthguards should be washed after each use. Wash at 60 degrees without fabric softener.

I drive a car. Do my passengers and I need to put on a mouthguard?

If you are alone in the car, or with people who belong to your household, you do not have to wear a mask. If you have passengers in the car who belong to a different household, we strongly advise you to wear a mouth mask according to the latest measures. However, children up to the age of 12 do not have to wear a mouth shield, so not even in the car.

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