Frequently Asked 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; Sunday - Closed.
We always strive to reply to our customers as quickly as possible.
What's the difference between the Mermaidens Tails, Limited Edition Tails, Atlantis Tails, and the Sparkle Costume Tails?
Our Mermaidens tails are designed with a mermaid pattern printed directly on the fabric. They are durable, realistic, and absolutely beautiful! They are also machine washable. They featured reinforced tips to protect against wear and tear.
Our Limited Edition Mermaid Tails are similar to Mermaidens tails, except that they feature unique shiny textures over the entire tail fabric, which gives them extra shimmer and a special sleek feeling in the water, just like a REAL mermaid! They also feature reinforced tips to prevent wear and tear.
Our Atlantis Mermaid Tails are more elaborate tails that feature added fin extensions on the sides, back and ankle areas. The tails are made from the same swimsuit fabric with printed design, and the fins have a neoprene foam filling to create a realistic 3D effect in the water. Atlantis Tails also feature reinforced tips.
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, but not intended for swimming in chlorine or salt water. These tails do not have reinforced tips and 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 and preserve the beauty of your new mermaid tail, always use a genuine Fin Fun monofin with your tail. Also, 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 patented tip reinforcement technology, and we stand behind the premium quality of our reinforced tail tips with the best purchase protection guarantee in the industry. See below for details on our 60-Day Tail Tip Warranty available on all Mermaidens and Limited Edition swimmable mermaid tails.*
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.
Atlantis Mermaid Tails:
Because of the added fins, Atlantis tails should only be hand washed and hung to air dry. Do not wring or twist, and do not dry clean. Do not use bleach or iron as it may damage the tail design.
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.
*Use of a monofin other than Fin Fun brand voids this warranty. Does not include Toddler Tails.
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.
Orders & Returns
Can I return or exchange my mermaid tail or other products?
For ‘shore’! We want you to be satisfied with your purchase!
MERMAID TAILS: 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 AtlantisMermaidens and Limited Edition mermaid tails that now feature our patented Tip Reinforcement Technology. Please see details of the 60-Day Tail Tip Warranty below for more information on our Fin Fun Mermaid Tails policies.
OTHER UNUSED PRODUCTS: We happily 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 60-Day Tail Tip Warranty.
CLEARANCE ITEMS: 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 60-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 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 when used with a genuine Fin Fun monofin!
Our new patented Tail 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 Atlantis, Mermaidens and Limited Edition swimmable mermaid tails that feature the new reinforced tips and have been used with a Fun Fun monofin. Use of other brands of hard plastic monofins VOIDS THIS WARRANTY.
We hope you’ll rest easy knowing you have purchased the best-selling, highest quality mermaid tail available – AND you are also covered by our exceptional guarantee! Fin Fun stands behind our mermaid tail and monofin sets, which are specially designed to protect you from damage in the most common area of wear and tear – the tail tips.
How do I return my order for a 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:
- 1. Contact our customer service department at firstname.lastname@example.org 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.
- 2. 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.
- 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 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.
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 when used with a genuine Fin Fun monofin. Please see details of our 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 Atlantis, Mermaidens and Limited Edition brand swimmable mermaid tails featuring new reinforced tail tips.
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 email@example.com.
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 firstname.lastname@example.org or by phone at 1-844-4FINFUN ( 844-434-6386) and press option 1 for customer service.
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 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. 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 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 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 at firstname.lastname@example.org 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.
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 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 EV SSL payment security by GoDaddy to provide you with the highest level of confidence 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.
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 are in US dollars.
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 email@example.com or call us at 1-844-4FINFUN and press option 1 for customer service.