Orders & Returns FAQ
Can I return or exchange my mermaid tail or other products?
For ‘shore’! We want you to be satisfied with your purchase!
Any new, unused mermaid tail can be returned or exchanged within 30 days EXCEPT CUSTOM TAILS. Because our custom size and custom design tails are made specifically for you, they cannot be returned, so be sure to choose your sizes carefully and review before submitting. We offer a special guarantee on our Atlantis, Mermaidens and Limited Edition mermaid tails that now feature our patented Tip Reinforcement Technology. Please see details of the new 90-Day Tail Tip Warranty below for more information on our Fin Fun Mermaid Tails policies.
OTHER UNUSED PRODUCTS
We happily accept returns and exchanges on 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 or exchanged, with the exception of our Mermaid Tails that qualify for the 90-Day Tail Tip Warranty.
Please shop our clearance and discontinued items carefully, as they are final sales and cannot be returned, exchanged or replaced.
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 or exchanged item. Remember, all clearance and discontinued items are excluded and are not returnable, refundable, or replaceable.
Purchases made during the 2018 holiday period (Nov. 1 through Dec. 31, 2018) are eligible for our extended return period running through January 31, 2019. This means that, if a product was purchased between these dates and has not been used or worn, you may exchange or return it for refund up until January 31, 2019. Any product that has been used or worn cannot be returned, with the exception of Mermaid Tails covered by the 90-Day Tail Tip Warranty. This allows us to maintain the integrity of our inventory and keep our Fin Fans happy.
To start the return or exchange process, click on "How do I return my order for refund or exchange?"
What is the 90-Day Tail Tip Warranty
Fin Fun now has the most durable, long lasting tail tips in the industry, and we are willing to guarantee it!
We now warranty your TAIL TIPS against any holes, tearing or other damage for a full 90 days from the date of purchase when used with a genuine Fin Fun monofin!
Our new patent-pending Tip Reinforcement Technology is a revolution in the mermaid world! We recognize that one of the biggest issues mermaid tail users face is damage to the tail tips from rubbing and scraping against rough surfaces, so we have found a way to provide maximum protection against this wear and tear.
If you experience any holes or other damage to your Fin Fun mermaid tail tips within the first 90 days from purchase, your Fin Fun mermaid tail is eligible for a one-time, FREE tail replacement in the same size/style at no charge. This guarantee applies to all Atlantis, Mermaidens and Limited Edition swimmable mermaid tails that feature the new reinforced tips.
We hope you’ll rest easy knowing you have purchased the best-selling, highest quality mermaid tail available – AND 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 to protect you from damage in the most common area of wear and tear – the tail tips and have been used with a Fun Fun monofin. Use of other brands of hard plastic monofins VOIDS THIS WARRANTY.90-Day Tail Tip Warranty
What payment types do you accept? Is your site secure?
We accept payment through Visa, MasterCard, American Express, 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 refund or exchange
We’re happy to help you with the return or exchange process on new, unused items! Follow these three simple steps to return your unused product for a refund:
- Contact our customer service department at email@example.com to get a Return Authorization form and return instructions or find out how to exchange for a different size. Please provide us with your order number, the exact items that need to be returned/exchanged, and the reason for the return/exchange.
- Fill out the Return/Exchange form and include it when returning the products to the address on the form. Please note that the shipping costs to return products for refund or exchange are the responsibility of the customer unless the item was damaged or defective when it arrived.
- 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 or your replacement item has shipped. Allow 3-5 business days once the returned item has been received for a refund to be processed.
NOTE: The EXCHANGE process can take 2-3 weeks. Although we offer exchanges, we do require the return of the original item before the replacement can be sent. If you are in a hurry to receive the replacement, we may suggest that you return the incorrect item for a refund and place a new order for the replacement so that it can ship right away.
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 HERE for assistance in returning the original and obtaining a different size of the same item at the same price.
Does Fin Fun offer Price Adjustments after purchase?
Fin Fun does offer price adjustments in certain circumstances. If, within 7 days of your order date, we reduce the price of an item you purchased on the FinFunMermaid.com website, we'll happily adjust the sale price for you and credit the difference back to your original payment method.
The following limitations apply:
- We will only make one price adjustment per item during the 7-day period
- The item must be identical (i.e., same size, color, style)
- The identical item must be in stock on FinFunMermaid.com at the time you request the adjustment
- Price adjustments are not available for prices shown on Thanksgiving through Cyber Monday sales, Memorial Day sale, or July 4th sale.
- Price adjustments will not be made for discounts or temporary sale prices offered during Flash Sales, bundle offers, Buy One Get One (BOGO) offers or gift-with-purchase offers.
- No adjustments are available on shipping costs.
Fin Fun does not offer price matching for pricing found on other retail sites.
If you wish to request a price adjustment for an eligible purchase, please contact Fin Fun Customer Service at 1-844-4FINFUN (844-434-6386).
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 any item that you received is damaged or defective, please contact our customer service department HERE for immediate assistance.
We also guarantee our Mermaid Tails against holes, tears or other damage on the Tail Tips for 90 days from purchase. Please see details of our new 90-Day Tail Tip Warranty available on eligible products.* If you have any concerns about your tail, please contact our customer service team HERE.
*Includes Atlantis, Mermaidens and Limited Edition brand mermaid tails featuring new reinforced
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 at firstname.lastname@example.org 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 email@example.com or by phone at 1-844-4FINFUN (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 firstname.lastname@example.org or call us at 1-844-4FINFUN (844-434-6386) 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. We are not responsible for delays caused by factors beyond our control, such as weather, transportation strikes or natural disasters.
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 at email@example.com 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 at firstname.lastname@example.org 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 at email@example.com 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 or other third party handling 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.