Frequently Asked Questions
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 6:00 AM to 7:00 PM (Pacific), and 7:00 AM to 3:00 PM (Pacific) on Saturday. We always strive to reply to our customers as quickly as possible.
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.
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.
Like any specialty fabric, Fin Fun Mermaid Tails need special care to prevent damage and fading. To prevent wear and preserve the beauty of your new mermaid tail, always avoid rubbing your tail against rough surfaces like the bottom of a pool or standing in your tail (tail should be pulled up above the ankles when not in the water). Our suits and mermaid tails are breathable and made from the same material as a normal swimsuit for maximum comfort, so pilling or slight fading from rubbing against rough surfaces can occur.
Fin Fun tails now feature innovative patent-pending tip reinforcement technology*, and we stand behind the premium quality of our reinforced tails with the best purchase protection guarantee in the industry. See below for details on our 60-Day Tail Tip Warranty.*
*Available on Mermaidens and Limited Edition brand tails.
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.
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?
For ‘shore’! We want you to be satisfied with your purchase!
MERMAID TAILS: We offer a special guarantee on our Mermaidens and Limited Edition mermaid tails that now feature our patent-pending Tip Reinforcement Technology. Please see details of the new 60-Day Tail Tip Warranty below for more information on our Fin Fun Mermaid Tails policies
OTHER UNUSED PRODUCTS: 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.
CLEARANCE ITEMS: Please shop our clearance and discontinued items carefully, as they are not 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 60-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 60 days from the date of purchase!
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 60 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 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.60-DAY TAIL TIP WARRANTY!
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 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 60 days from purchase. Please see details of our new 60-Day Tail Tip Warranty available on eligible products.* If you have any concerns about your tail, please contact our customer service team HERE.
*Includes Mermaidens and Limited Edition brand mermaid tails featuring new reinforced tail tips. Sparkle Tails are excluded.
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.
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.
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.
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 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.
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.
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.