FAQ

As a general guide, we recommend replacing your MEO filter every 2-3 weeks. For the MEO Lite and Kids filter, we suggest replacing every 50 hours of usage, or 10 days if used daily. For pollution protection, these recommendations are based upon an Air Quality Index (AQI) of between100-150.

Our Helix™ filters are made of natural wool fibre. Wool fibre is comprised of a protein called keratin, which is the same protein as human hair. Wool will decompose when left in damp environments, such as soil, for a prolonged period of time.

You can wash the mask cover, but not the filter.
The mask filters are designed to be disposable, and should not be washed. This wool has natural electrostatic properties, which will be damaged when in contact with water.

You can wash the mask cover when you replace the filter. The mask cover can be hand-washed in warm water with gentle soap, and left to dry naturally.

It is recommended you store the mask away from moisture, heat, and sunlight; in a cool and dry place.

This information is for reference only. Import duties and taxes may change. Please check with local customs website for the latest details.

Oceania

New Zealand

• Exemption Limit: NZ$1000
• Tax: 15% GST on items valued at NZ$1000 or less. For items over NZ$1000, Customs duty and GST are applied.
• Source: New Zealand Customs Service

Australia

• Exemption Limit: AU$1000
• Tax: 10% GST on items over AU$1000. For goods under this value, GST may be collected by overseas retailers if their annual turnover exceeds AU$75,000.
• Source: Australian Border Force

Asia

Singapore

• Exemption Limit: S$400
• Tax: 9% GST on all purchases from GST-registered overseas service providers and on imported low-value goods (below S$400) from GST-registered suppliers.
• Source: DHL Singapore Import Tax

Thailand

• Exemption Limit: THB 1500
• Tax: 7% VAT (until September 30, 2024) and import duties ranging from 5% to 30% on items over THB 1500.
• Source: DHL Thailand Import Duty Guide

China

• Exemption Limit: CNY 1000
• Tax: 20% tax on face masks if the value exceeds CNY 1000.
• Sources: Chengdu Customs, Single Window

Taiwan （China）

• Exemption Limit: TWD 2000
• Tax: 7.5% import tax on face masks when the total value exceeds TWD 2000.
• Source: Taiwan Customs

Middle East

Saudi Arabia

• Exemption Limit: No specific exemption for small-value goods.
• Tax: 15% VAT applies to all imported goods.
• Source: ZATCA Calculator

United Arab Emirates (Dubai)

• Exemption Limit: AED 300
• Tax: 5% VAT from January 1, 2023.
• Source: DHL UAE Regulatory Changes

North America

Canada

• Exemption Limit: CA$20
• Tax: 5% GST on items over CA$20. Gifts worth up to CA$60 from family or friends are exempt. Provincial HST may apply, typically 13%.
• Source: Canada Border Services Agency

United States

• Exemption Limit: $800
• Tax: Import tariffs vary between 0% and 37.5%, with an average of 5.63%. E-commerce purchases exceeding $2500 will have a flat tariff rate of 3%.
• Sales Tax: Varies by state. Check state-specific sales tax rates here.
• Source: DHL USA Import Tax

Europe

United Kingdom

• Exemption Limit: £135
• Tax: 20% VAT on items over £135. Items below this value are generally subject to VAT at the point of sale by overseas retailers.
• Source: UK Government

European Union (General)

• Exemption Limit: €150
• Tax: VAT rates vary by country. Refer to EU VAT Rates for specific rates.
• Source: European Commission

Due to new EU customs requirements taking effect from 1 July 2026, some international shipping services to selected European Union destinations have been temporarily suspended by NZ Post and its delivery partners.
For more details, please refer to the official EU website: https://taxation-customs.ec.europa.eu/

由于欧盟将于 2026年7月1日 起实施新的海关要求，NZ Post 及其合作物流方已暂时暂停部分欧盟目的地的国际配送服务。
更多信息请参考欧盟官方网站：https://taxation-customs.ec.europa.eu/

From 26 June 2026 until further notice, shipping to the following EU destinations may be temporarily unavailable:

自 2026年6月26日起，直至另行通知，以下欧盟目的地的配送服务可能暂时无法使用：

• Austria 奥地利
• Belgium 比利时
• Cyprus 塞浦路斯
• Czech Republic 捷克
• Denmark 丹麦
• Estonia 爱沙尼亚
• Finland 芬兰
• France 法国
• Germany 德国
• Luxembourg 卢森堡
• Malta 马耳他
• Netherlands 荷兰
• Portugal 葡萄牙
• Spain 西班牙

This change is related to updated EU customs rules, including the removal of the €150 customs duty exemption and new requirements for duties and VAT collection on B2C shipments.
You can also check updates from NZ Post here: https://www.nzpost.co.nz/

此次调整与欧盟最新海关政策有关，包括取消 €150 以下商品的关税豁免，以及对 B2C 个人消费者包裹征收关税和 VAT 的新要求。
您也可以通过 NZ Post 官网查看最新信息：https://www.nzpost.co.nz/

We are currently monitoring the situation and working with our shipping partners to restore service as soon as possible. If your order is affected, our team will contact you to discuss available options, including alternative shipping methods where possible.

我们正在持续关注相关更新，并与物流合作方沟通，以尽快恢复受影响地区的配送服务。如您的订单受到影响，我们的团队将主动与您联系，并在可行的情况下提供其他配送方案。

We apologise for any inconvenience caused and appreciate your understanding.

由此带来的不便，我们深表歉意，并感谢您的理解与支持。