Quick Order Processing
Your package will be on its way on the next business day after you place your order! Packages ship Monday-Friday, excluding US holidays, unless otherwise displayed on our website.
Complete and Correct Orders
We make every effort to fill orders with 100% accuracy. While not common, unintentional packing and shipping errors can occur. In that case Fin Fun will quickly send the correct item(s) at no additional cost to you.
We strive for high-quality construction in a beautiful and functional product. We offer a 30-day return policy should any new, unused product not meet your needs (excluding clearance and discontinued items). In the rare event that a product is defective, we will either replace or repair the item. We also offer a special Free Tail Replacement Guarantee on our Mermaid Tails. Click HERE for more information.
Courtesy and Respect
Our customers are very important to us and we focus on treating each individual with fairness and integrity. We are grateful for customers who extend the same courtesies to us.
Orders & Returns FAQs
Can I return my mermaid tail or other products?
We want you to be satisfied with your purchase! If you’ve changed your mind about your purchase, we happily accept returns of new, unused products up to 30 days from the date-of-purchase if they are not clearance or discontinued items. Any merchandise that has been worn or damaged through use cannot be returned, with the exception of our Mermaid Tails. Please see details of our new FREE TAIL REPLACEMENT GUARANTEE below for more information on our extended warranty on Fin Fun Mermaid Tails. Please shop our clearance and discontinued items carefully, as they are non-returnable, refundable, or replaceable.
Please retain your order information to assist in verifying purchase date. Your refund can be issued to the original payment method or to a Fin Fun gift card that can be used on our site. Unfortunately, we are not able to offer refunds of the original shipping costs, and the customer is responsible for the cost to ship back the returned item. Remember, all clearance and discontinued items are excluded and are non-returnable, refundable, or replaceable. To start the return process, see "How do I return my order for a refund?" below.
What is the FREE TAIL REPLACEMENT GUARANTEE?
When you purchase any Fin Fun Mermaid Tail, be sure to select the FREE Tip Protector Kit with your purchase.
By applying the Tail Tip Protectors as shown in the video below before using your tail, you activate Fin Fun’s Free Tail Replacement Guarantee!
With this Guarantee, any Fin Fun mermaid tail purchased on FinFun.com is eligible for a one-time, FREE tail replacement if the original tail develops any holes, tears or other damage within 30 days of purchase.
We hope you’ll rest easy knowing that not only have you purchased the best-selling, highest quality mermaid tail available – but you are also covered by the best guarantee offered on any mermaid tail product! Unlike other manufacturers who only cover new unused product, Fin Fun stands behind our mermaid tails and FREE Tip Protectors to protect your tail from regular wear and tear.
If you need to use this Guarantee, please contact Fin Fun customer service HERE or call us during business hours at 1-844-4FINFUN (844-434-6386) and press option 1 for customer service. Please retain your order information to assist in verifying purchase date.
What payment types do you accept? Is your site secure?
We accept payment through Visa, MasterCard, and Discover. We also accept all major credit cards that are processed through PayPal, as well as PayPal options that allow you to use funds directly from your PayPal account.
Regardless of your preferred method of payment, your information is secure and protected. We use EV SSL payment security by GoDaddy to provide you with the highest level of confidence during check out. This ensures that your payment information is encrypted over the internet at all times during the checkout process. When you see the top navigation bar change to "https:" as part of the checkout process, you will know your information is secure.
We use credit card tokenization that allows you convenient access to your credit card without storing the actual card information with Fin Fun. Instead it is secured by a leading payment processing provider using the highest level of security to protect your payment information.
All prices on our site are in US dollars.
How do I return my order for a refund?
We’re happy to help you with the return process! Follow these three simple steps to return your unused product for a refund:
- 1. Contact our customer service department at HERE to get a Return Authorization form and return instructions. Please provide us with your order number, the exact items that need to be returned, and the reason for the return.
- 2. Fill out the Return Authorization and include it when returning the products to the address on the form. Please note that the shipping costs to return products are the responsibility of the customer
- 3. Once the items have been received and we have verified that they are in new, unused condition, you will receive an email notifying you that the refund has been issued. Allow 3-5 business days once the return has been received for this refund to be processed.
Due to limited inventory, we do not offer exchanges. We would encourage our customers that need a different size to return the incorrect item for a refund and place an order for the new size. If you purchased your original product during a special sale/promotion and the price is now higher to purchase the alternate size, please contact Customer Service for assistance in returning the original and obtaining a different size of the same item at the same price.
What if I received a damaged product?
Customer satisfaction is very important to us at Fin Fun. We want you to be delighted with your mermaid tail or any other Fin Fun product! We will always stand behind our products and will cover any defective product issues. If the item(s) that you received are damaged, please contact our customer service department HERE for immediate assistance.
We also guarantee our Mermaid Tails against damage for 30 days after purchase (or through Jan. 31, 2017 for holiday purchases) if the free Tail Tip Protectors were applied before use. Please see our Free Tail Replacement Guarantee for more details. If you have any concerns about your tail within 30 days, please contact our customer service team HERE.
What do I do if my order/product is incorrect?
We make every effort to fill orders with 100% accuracy. While not common, unintentional packing and shipping errors can occur. When it happens, Fin Fun will quickly send the correct item(s) at no additional cost to you. If you received your order with incorrect or missing items, please contact our Customer Service department HERE and they will take care of you in a splash!
I need to change something in my order. Is it too late?
We strive to process orders as quickly as possible in order to ship by next business day (or sometimes even same day!), so unfortunately we are not able to make changes to an order after the order has been placed. Please check all orders for accuracy before placing the order. If you have further questions or concerns, please contact our Customer Service team at HERE or by phone at 844-4FINFUN (844-434-6386) and press option 1 for customer service.
My order won’t go through. Why not?
Often an order fails to go through due to incorrect or incomplete credit card information. The most common problems are using a billing address that does not match the card used or forgetting to include the CVV number. The CVV number is the 3-digit security code usually found on the back of the credit card. Occasionally a credit card will be declined for various other reasons. Orders cannot be processed until payment is accepted.
If the credit card payment is accepted, but the order won't go through, it may be a technical problem with the website. Please send an email to HERE or call us at 844-4FINFUN and press option 1 for customer service.>
When will I receive my order?
Orders placed on Monday-Thursday will be processed and shipped within 24 hours—sometimes even faster. Orders placed Friday-Sunday are typically shipped on the following Monday unless it is a holiday. Orders will not be processed or shipped on holidays. After the order has been shipped, you will receive a confirmation email with shipping/tracking information.
We do our best to ship your products in an efficient manner. Our shipping estimates use data provided by the shipping provider and some deliveries can take longer to arrive. To ensure that you receive your products in time for a holiday or other deadline, please place your order well in advance.
If you are ordering internationally, please track your package closely to make sure that it is delivered in a timely manner. We have found that our international customers receive their package more quickly when this is done. In the past, some postal services have held onto packages without notifying customers for several days. If your order is late, check with the shipping company or your local postal service before contacting us.
How do I track my order?
Once your order has shipped, you will be emailed the shipping information and tracking number. Please enter your tracking number on the appropriate shipping website listed below to track your order.
- • If you selected FedEx shipping, you can track your order HERE.
- • If you selected United States Postal Service (USPS) shipping, you can track your order HERE.
- • If you selected the small package option for International locations, you can use your tracking number to track your order HERE. Please note that any small packages sent using this method will only be trackable until the package has arrived in the destination country and will not provide tracking to the door.
What should I do if I haven’t received an order confirmation email?
The order confirmation email should arrive shortly after the order is placed. If you can’t find the confirmation, please check your SPAM or JUNK folders. If you still can’t find the confirmation, please contact our Customer Service team HERE to confirm that the order has been processed.
What should I do if I haven’t received a shipping confirmation email?
If it has been more than 2 business days since you placed your order and received an order confirmation email, but you still have not received a shipping confirmation email, we recommend you first check your SPAM or JUNK folder to make sure it is not there. If you cannot find it, you may contact Customer Service HERE or 1-844-4FINFUN (844-434-6386) and press option 1 for customer service. On rare occasions, it may take up to 2 business days for a product to ship if there are unforeseen circumstances such as inclement weather, technical issues, or other unusual occurrence.
If you never received your order confirmation email, you should also check your SPAM or JUNK folder for these emails. If you cannot find either email, it is likely that your order did not go through and you should contact Fin Fun Customer Service immediately HERE or 1-844-4FINFUN (844-434-6386).
I received a shipping confirmation email, but I didn’t get a tracking number. Is something wrong?
All shipping confirmation emails should include a tracking number. Please contact our Customer Service team HERE if you did not receive a tracking number.
Are there other shipping or handling charges that I might expect for International orders?
Some countries charge import or custom fees. Fin Fun has no control over the imposition of these fees and the customer will be required to pay these fees before the package can be delivered. If you have questions or concerns about these fees, please contact your import authorities. These fees, especially in Greece, Spain, Canada, Brazil, and the UK, can be significant and delivery may be delayed until the fees are paid.
In the past, some postal services have held onto packages without notifying customers for several days. If your order is late, check with the shipping company or your local postal service before contacting us.
Australia and some other countries do not charge duties or fees on orders less than $1,000. Be sure to check with your country to determine what fees you must pay to receive your package.