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Frequently Asked Questions

General Questions

What is the best way to contact Fin Fun?

If you can’t find the answer to your question here, you can contact us by phone at 1-844-4FINFUN (844-434-6386) or through our Contact Us form found HERE. Our normal Customer Service hours are Monday - Friday 7:00 AM to 5:00 PM (Pacific), and 7:00 AM to 11:00 AM (Pacific) on Saturday. We always strive to reply to our customers as quickly as possible.

For Partnership and Media inquiries, email marketing@finfun.com. or complete our Reseller form found HERE.

What's the difference between the Mermaiden Tails, Limited Edition Tails and the Sparkle Costume Tails?

Our Mermaiden tails are designed with a mermaid pattern printed directly on the fabric. They are durable, realistic, and absolutely beautiful! They are also machine washable.

Our Limited Edition Mermaid Tails are similar to Mermaiden tails, except that they feature a unique shiny texture over the entire tail fabric, which gives them extra shimmer and a special sleek feeling in the water, just like a REAL mermaid!

Our Sparkle Mermaid Tails are shiny and beautiful! However, their sparkly nature makes them prone to faster wear. Sparkle Tails are perfect as costume tails or for playing in the bathtub! These tails are not machine washable.

How do I know if my child is ready for a mermaid tail and monofin?

At Fin Fun, we are very passionate about creating the safest products possible. As a general rule, we recommend children wait until they are at least 6 years old AND a strong swimmer to swim in one of our mermaid tails. However, no matter the age or skill, adult supervision is a must!

Watch this video to find out if your child is “Mermaid Tail Ready.”

For the littlest mermaids, our Toddler Tails in sizes 3T and 5T make the perfect dress-up tail. These tails can be worn in water and are designed for use without the monofin. The bottom is flared like a mermaid skirt to allow for free leg movement in water and easy walking on land.

What are the care instructions for a Fin Fun Mermaid Tail?

Like any specialty fabric, Fin Fun Mermaid Tails need special care to prevent damage and fading. To prevent wear on your mermaid tail, apply the free Tail Tip Protectors before use. This will activate your Free Tail Replacement Guarantee. Avoid standing in your tail or rubbing your tail against rough surfaces like the bottom of a pool. Our suits and mermaid tails are breathable and made from swimsuit material, so pilling or slight fading from rubbing against rough surfaces or walking in your tail can occur. Please see “What is covered by our guarantee?” below.

Mermaidens Mermaid Tails, Limited Edition Mermaid Tails, & Coordinating Swimsuits:

These can be machine washed in a gentle cycle with cool water. After washing, hang and allow to drip-dry.

Sparkle Costume Tails & Matching Sparkle Swimsuits:

Turn your tail inside out and gently hand wash using a mild detergent. Instead of squeezing or rubbing, gently swish the garment through the water. Focus on actual stain spots rather than attempting to wring or rub the entire garment. After rinsing, DO NOT wring out the garment as it can damage the glitter and the spandex fibers. Rinse the garment in cool water and lay flat on a towel. Carefully roll up the towel, squeezing out excess water. Hang and allow to drip-dry.

Why are Fin Fun’s tails open at the bottom?

We have designed our mermaid tails to be open at the bottom to make it easy to put on and pull off the monofin inside the mermaid tail. This helps keep your mermaid safe while swimming, as the monofin can be easily removed. The separate monofin also allows you to add new mermaid tail skins to your mermaid wardrobe without purchasing an additional monofin each time. We have found that a mermaid tail open at the bottom is the best choice for safety and maximum flexibility.

Are these tails appropriate to use as a costume?

Our Mermaid Tails are designed for swimming, but they can be worn as a costume. All our tails have the unique design of being open at the bottom. However, they are tight at the ankles, which makes it difficult to walk or stand.


Orders & Returns

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.

For purchases made during the 2016 holiday period (Nov. 1 through Dec 31, 2016), we are extending the 30-day return period on new, unused products to January 31, 2017. This means that, if a product was purchased between these dates and has not been used or worn, you may return it for refund by January 31, 2017. Any product that has been used or worn cannot be returned, sorry! This allows us to maintain the integrity of our inventory and keep our Fin Fans happy.

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 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.

HOLIDAY PURCHASES: Any Fin Fun Mermaid Tail purchased between November 1 and December 31, 2016, is covered by this guarantee until January 31, 2017, as long as the tail tip protectors were applied before use.

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. 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. 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. 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.

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 HERE or by phone at 1-844-4FINFUN (844-434-6386) and press option 1 for customer service.


Shipping Questions

What are your shipping options and rates?

We offer a wide variety of options to accommodate our customers. To view our options and rates, visit our Shipping Page. Please note that orders usually ship the next business day, so be sure to add this day of processing when calculating your ship time and expected delivery date.

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 a tracking number. Please enter your tracking number on the shipping website below to track your order.

  • • If you selected FedEx shipping, you can track your order HERE.
  • • If you selected USPS shipping, you can track your order HERE.
  • • If you selected UPS shipping or a small package option, you can use your tracking number to track your order HERE. Please note that any small packages sent through Mail Innovations 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.


Payment Questions

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 quick checkout 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 SSL payment security by Globalsign.com that encrypts your payment information over the internet during check out. When you see the top navigation bar change to "https:" as part of the checkout process, you will know your information is secure. We do not retain your credit information.

All prices are in US dollars.

My order won’t go through. Why not?

An order that fails to go through is often due to incorrect or incomplete credit card information. Occasionally a credit card will be declined for various reasons. 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. 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 HERE or call us at 1-844-4FINFUN and press option 1 for customer service.