Frequently Asked Questions

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. 

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.

Please retain your order information to assist in verifying the purchase date. Your refund can be issued to the original payment method or to a Fantasy Fin 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.

CLEARANCE: Remember, all clearance and discontinued items are excluded and are not returnable, refundable, or replaceable.

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 info@fantasyfin.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.
  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 at info@fantasyfin.com 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 Fantasy Fin. We want you to be delighted with your mermaid tail or any other Fantasy Fin 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 at info@fantasyfin.com or at 1-844-463-4638 for immediate assistance.

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, Fantasy Fin 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 info@fantasyfin.ca.

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 the next business 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 info@fantasyfin.com or by phone at 1-844-463-4638.

Shipping Questions

When will I receive my order?

Orders placed on Monday-Thursday will be processed and shipped within 48 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.

What are your shipping options and rates?

We offer a variety of options to accommodate our customers. Customized shipping options and rates are provided for you in your cart.

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.

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 info@fantasyfin.com or by phone at 1-844-463-4638 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 info@fantasyfin.com or by phone at 1-844-463-4638.

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 occurrences.

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 Fantasy Fin Customer Service.

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 info@fantasyfin.com if you did not receive a tracking number.

Payment Questions

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 contact our Customer Support team at info@fantasyfin.com or by phone at 1-844-463-4638.