Frequently Asked Questions
Shipping usually takes 2 - 4 weeks. Due to high demand of some of our most popular products and remote area, please allow 3 - 6 weeks for delivery.
Yes, all of our items are shipped for FREE worldwide.
For choosing the right tail size, please look at our size chart in the product description. The size for the waist is the most important one, for the tail will fit the most comfortable if this fits right.We always advice people to choose the biggest tail size, for example when you have a waist size that matches two tail sizes. It doesn't matter if the tail might be a bit too long, as long as it's comofrtable around the hips it will work the best for you.
Unfortunately we can't provide any tails within a few days to our customers. Please keep in mind that delivery will take up to 2 - 4 weeks.
We do not own a store you can visit. All purchases can be made online only in our webstore.
If your order hasn’t arrived in the estimated delivery times, please contact our support team at [email protected](This policy excludes errors made by customers when providing shipping details on their order(s) or missed parcel deliveries).
Unfortunately we can not provide tracking numbers. However, we can track your order for you. If you would like us to check your order status, please contact the support team at [email protected] Please keep in mind that delivery can take up to 30 days.
If you entered a wrong shipping adress, please send us an email to [email protected] as soon as possible.We MIGHT be able to take care of it. However, we can't promise anything as all our items are usually processed immediately after you order and ship out the same day or a few days after. If your order has already entered the shipping process, unfortunately we won't be able to stop it.
You can request for order cancellation within 12 hours after order placed, while it may not be afterwards as we may have proceeded your order.
We are not responsible for customs, taxes, duties and tariffs. Unfortunately we have no control over that, it all deals with laws and regulations in your respective country. All Taxes and customs charges are the responsibility of the customer and are not included in the cost of the order. Taxes and customs charges differ depending on the country and state of the shipping address. We suggest contacting your local customs office if you are unsure of the applicable taxes and customs fees that are relevant to you. Mermaid Tail Store is not responsible for any additional taxes and customs charges that are requested during the shipment of your order.
In order for us to get the items to you as fast as possible some items may be shipped in separate packages.
All orders usually take around 2 - 4 weeks to arrive unless remote destination or festival season, which may take up to 6 weeks to arrive. Customs checking will also delay the delivery time, please be patient for the delivery. If the parcel does not arrive in 2 months, with tracking information or the sent receipt of the parcel provided, a refund up to 80% of the order or a replacement will be sent again under agreement.
We do not accept returns or exchanges unless the item you purchased is defective. If you receive a defective item, please contact us immediately at [email protected] with details / photos of the product and the defect.We will fully examine the photos and notify you via e-mail, within a reasonable period of time, whether you are entitled to a refund or a replacement as a result of the defect. If you are entitled to a replacement or refund, we will replace the product (Buyer is responsible for paying the shipping cost) or refund the 80% of its purchase price, using the original method of payment.
Feel free to contact our support team any time for comments or questions at [email protected]