Frequently Asked Questions
COVID-19 PRODUCTION/SHIPPING UPDATE
As of right now, production has resumed, though our supplier is still working hard to catch up on orders, and delays are to be expected in both production and shipping.
Please allow additional time (between 15-30 days) for items (including apparel and masks) to process and ship.
Thank you!
As of right now, production has resumed, though our supplier is still working hard to catch up on orders, and delays are to be expected in both production and shipping.
Please allow additional time (between 15-30 days) for items (including apparel and masks) to process and ship.
Thank you!
Masks
Production Times
Shipping Information
Please note that the information below does not apply to mermaid tails.
Shipping Information - Mermaid Tails
Returns, Exchanges & Refunds
Mermaid Tail Returns/Exchanges
Custom Apparel Returns/Exchanges
Custom Sizing for Apparel
- Masks are non-returnable, not refundable and not eligible for exchange.
- Please be as accurate as possible when selecting your size.
Production Times
- Apparel and masks take between 5-10 days to process, as they are made to order, before they ship.
- Stickers, pins, and bracers take 5-7 days to process before they ship.
- Our manufacturers work Monday-Friday and are closed on weekends and stat holidays.
Shipping Information
Please note that the information below does not apply to mermaid tails.
- For Canadian and US orders you can expect shipping to take between 4-7 days after the initial production time.
- Expect International shipping (outside of Canada and the US) to take much longer.
- We are not responsible for items held at customs and we are not responsible for any import fees which you may be required to pay.
Shipping Information - Mermaid Tails
- Each mermaid tail made is unique and there are a number of factors that will play into how much shipping will cost which is why it is calculated at the end of the process.
Returns, Exchanges & Refunds
- All sales are final. Given that all of our items are made to order there are no refunds available. However if there is an error with your item, a mistake, damage, defect or otherwise, please contact us as soon as possible with clear pictures of the problem so we can contact our manufacturer and find a solution.
- Please check the size guides provided carefully before placing your order. Exchanges cannot be offered for an incorrect size ordered as items are made to order. If you have any questions please contact us prior to placing your order. Thank you!
Mermaid Tail Returns/Exchanges
- All sales on mermaid tails are final. Given that all of our mermaid tails are made to your custom size specifications, refunds/returns, or exchanges are not available on these products.
Custom Apparel Returns/Exchanges
- All sales on custom apparel pieces are final. Given the nature of creating a custom design for an article of clothing (leggings or crop-tops), refunds/returns or exchanges are not available on these products.
Custom Sizing for Apparel
- Custom sizing is not available for any apparel in the shop with the exception of our mermaid tails.