AusAir Reviews 

Appalling customer care. Poor response time. They don’t even bother to give you a tracking number. I should have checked the appalling 2/5 stars before buying. Steer week clear of these jokers

DO NOT BUY FROM AUSAIR

I am waiting for a promised refund and have been ignored via email and paypal dispute for a week. DO NOT buy from this company, they don't have stock but will take your money and it is going to put me out of pocket for at least a month until paypal finalising the dispute. They had told me on the last email they bothered replying to that they would give me a full refund, last friday and I have not heard back. I have since contacted them and replied multiple times and have been ignored. It is disgusting behaviour and I will be reviewing on all possible platforms so more people don't get screwed around like I am being right now. Especially in the current cost of living crisis. I will be contacted the ACCC and fair trading as well once my paypal dispute has been finalised.

DO NOT USE THIS COMPANY!!!
I spent over $300 on masks for myself and my husband on 24/04/2024, promised delivery within 48 hours.
NO MASKS.
Contacted customer service twice, once on 27/5, then last week. NO REPLY AT ALL.
So, money gone, no communication, no masks. Don't make my mistake. Go elsewhere. They may be good, looks like I'll never know. And over $300 hard-earned cash down the drain. Furious!

I spent over $100 on masks. They used an awful shipping company (speedex.io) who kept trying to deliver the packages when the business that receives them for me was closed. Then today the company marked the package as "delivered" and LEFT the package in front of the closed business. AND They took photos of them doing this. This is in Brooklyn NYC a busy street. You leave a package outside, it's gone. This was after AusAir essentially lied to me and told me that they'd transferred the package to USPS. I sent multiple emails asking for the tracking number to back up what they told. No response. Then they tell me is still out with the other company and told ME to call them. I have sent multiple emails now asking for a refund for their negligence in trusting my order to a half-a$$ company and lying to me.

Maks don't work with glasses at all. The mask sticks out so far so if you put the glasses on top the end up miles away from your eyes and there isn't enough space under the mask to wear glasses on your nose. Really disappointed as they advertise their mask as working great with glasses when they certain don't I tried for 3 weeks to make the mask work and it just didn't.

I have tried to buy from them 2 times, once when they launched on Kickstarter and indiegogo. Then, 3 years later, gave them another opportunity and my money. The result has been exactly the same, poor communication, terrible customer service and of course, no product. Every marketing claim on their website is false, I never got the option of free shipping even buying 2x the amount they said (oooops, that doesn’t apply on your country), shipping in 24 hours? -nope, 10 days later they say: “We are currently checking this with the warehouse and we will get back to you as soon as we have more information.

Cheers,

Kind regards,
Angel”

I was so excited about this, but honestly I can’t imagine dealing with this everytime I need to get new filters. It’s a shame, because having this proprietary design, they could avoid a lot of problems not doing those false claims for sales that will get bitter customers. They are the complete opposite of “underpromise, overdeliver”.

Following further communication the issue below was resolved (Ausair have dispatched a product free of charge to the updated address). Rating updated accordingly.
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I accidently place an order with an incorrect delivery address (my fault!). This was noticed within seconds of the order being placed and I attempted to contact Ausair immediately to change the shipping address. Unfortunately it took them 48 hours to respond and advise the item had already been shipped and therefore could not be changed or refunded. Based on this experience I feel Ausair displayed very poor customer service and are not a business I would recommend to others. If their response changes following this review I will provide an update to this post....

Terrible mask.

Uncomfortable, not breathable. Bought it for a long haul flight, can't even stand it for 5 minutes. The nose part sits at the bottom of my nose, like someone is pinching it shut. And breathing into the mask, shoots up my face and my own breath is going into my eyeballs. No idea how this is possible but ausair has made it possible. Such a bad buy. I'd rather wear an N95

I needed a mask for a long-haul flight that was coming up. Paid extra for express shipping so that it would arrive on time. Emailed customer service three times to reiterate the urgency, however the mask left their warehouse late and arrived after I had left the country. The delivery timeframes specified on the Ausair website do not reflect reality. I no longer have a use for the mask. It is unused in it's box. I am not eligible for a refund as I did not return it within the spcified 30 days, because I was overseas, the very reason I needed the mask in the first place!

I tried to leave this review on Google and Facebook, but could not. Ausair appears to have shut down any means of customers commenting on their experiences.

I have been following AusAir from their beginnings and have had every version of their products. From the early days of discoloration to more recent peeling ear loops, the customer service has been phenomenal. Whenever I had an issue, they would fix it, send a replacement. Most recently, my mask had peeling ear loops and I asked if the replacement could be swapped for their new weave product (and I offered to pay the difference.) It's been great to watch their masks evolve as they establish the company more. Even with issues along the way (all resolved by customer service) their masks have continued to be my favorite. I have allergies, asthma, and a large "basketball" head, for context. I wore a mask before the pandemic, and will continue to do so for as long as I have breathing issues and common triggers, like exhaust. I have tried several masks, some that were more respirators I couldn't breathe in, some more fashionable I didn't feel safe in. This is a perfect blend of form and function. The most recent mask, which I have only had a short time, is a size L air weave mask in the coffee color. This is my favorite yet, and I just bulk ordered several refill filters (they go out of stock so quickly!). This weave mask is so easy to breathe in, so far has less of a moisture issue (as many masks do), and has the best fit on my face thus far. With previous masks, I ended up having to hold my jaw in an uncomfortable position to have any kind of seal on the bottom (I think I have a small jaw?) but this one feels very natural on my face. No fogging issues with this one so far. I love the product and love the customer service even more. I look forward to many more years of AusAir!

This is a dishonest and disappointing company. Despite claiming the product was in stock and was shipped by Australia post from Sydney the product is actually on back order and is coming on a very very slow boat from China. Five weeks later and no sign of any product. When I contacted them they basically said so sad too bad and not our problem. There are lots of mask companies so I would choose another one because this company doesn’t deliver on what they promise and doesn’t back it up with any form of customer service. Do not buy from Aus Air.

love the mask… perfect fit and so comfortable…

excellent and quick responses from the seller too

A big shout out to the team at Ausair.
They were willing to ship a part order with first mask and filters which arrived in record time so I can feel safe when I board my upcoming flight.
The fit is great! Instructions clear and presentation very professional.
Staff went above and beyond with their service.
I look forward to receiving part 2 or my order when the stock arrives.

Chinese, shipped from China. I was happy to pay extra for what I thought was a local product, shipped local. It's NZ wool, made and shipped from China. No where was that indicated, the website is designed to look like it's a local product, it's not!

Maschere di buona qualità ma enormi problemi nella spedizione in Italia, impossibile avere assistenza dal loro servizio clienti. È stata davvero una pessima esperienza, mi dispiace perché Il prodotto sarebbe stato buono.

These masks are absolutely fantastic. They’re really comfortable to wear, there is virtually no resistance to your breathing and feel completely natural. The quality of the product is outstanding from the packaging to the mask itself. This is an all-round total premium product. And just when I thought it couldn’t get better the customer service is also outstanding. Triple ‘AAA’ rating from me.

We can't recommend AirWeave as we've never used it but we'll definitely recommend the AirFlex to anyone. It's a very comfortable and easy to setup mask. We've 2 kids (7 and 9 years old) and they both love this mask. FYI, one of the 4 masks that we bought did have a defect but Jade from AusAir responded immediately and I got a brand new one in 7 working days so I would say the service is quite good too. Listening to all the comments, I do ask you to be careful regarding size as AirFlex goes from kid to large. Large is not so big so if you do have a wide face then it may worth considering AirWeave as it comes in XL as well.

I would like to start by saying I don't write reviews but felt I had to. I'm in the front line with this covid and needed a good mask. Everything about it was great! The look, the feel, and it was approved. I do have a big head! So I was worried about sizes, but after measuring against there sizes large would fit.
After assemble and full inspection I realised it was missing a filter and it was way to small. I sent them a email, just to let them know but seems to have fallen on deaf ears.
I realise it can't be exchanged due to hygiene, but at least a confirmation email after the price you pay! Anyways I did like it, just make sure you measure your head before purchase.

Total scam. Bought masks from them over a year ago, have not received them and after multiple emails have not received a single response either. You can see many stories like mine in the comment section of their indiegogo campaign. DO NOT BUY FROM THIS COMPANY

I backed AusAir on Indiegogo. Got the original mask and found that I had to stretch the mask by leaving an electric screwdriver in it overnight. It looked good and once stretched it fitted perfectly. Very easy to breathe thru and looks good.
Then they sent out an updated skin and it's perfect. No need to stretch it.
Even with a beard it is comfortable to wear for extended periods of time.
The skin is very easy to hand wash and you're good to go.
After sale communication is brilliant.
Just a great company to deal with.