Help Center

For Canadian and US orders* you can expect shipping to take between 7-10 days after the initial production time** in most cases. This is only an estimate and we are not responsible for delays in shipping.We are not responsible for items held at customs and we are not responsible for any import fees which you may be required to pay.

*We are not currently able to offer shipping outside of Canada and the US.

**Production times vary and our suppliers work Monday to Friday excluding STAT holidays and vacation times taken throughout the year.

Given that we use multiple suppliers for different products, if you order multiple items, they will arrive in separate packages as they are being shipped from different locations.

This also applies if you make multiple orders, regardless of whether or not the orders were placed on the same day at the same time.If you have only received a portion of your order, the rest will be on it's way to your soon.

If your item has been returned to us due to failure to pick up/accept your package, for an incorrect address provided, or for other related reasons, we will not be able to refund your shipping as we have already paid that money out.

Please make 100% sure that you have provided us with the correct shipping information and that you are prepared to accept your parcel when it arrives.

Thank you!

All sales are final. Given that all of our items are made to order there are no refunds available. However if there is an error with your item, a mistake, damage, defect or otherwise, please contact us as soon as possible with clear pictures of the problem so we can contact our manufacturer and find a solution.Please check the size guides provided carefully before placing your order. Exchanges cannot be offered for an incorrect size ordered as items are made to order. If you have any questions please contact us prior to placing your order. Thank you!

Emails are responded to as soon as possible Mon-Fri (excluding holidays).

Questions already answered in the FAQ will not receive an email response due to the volume of emails we receive.

A Message from Courtney:

I work passionately to bring to life the most authentic mermaid experience I can, however due to the fact that I am neurodivergent and live with chronic pain, I am sometimes slow to respond to emails and comments. I may also require more time to complete work tasks due to the need for unexpected rest days.I understand from experience that this can be frustrating for some and have chosen to be as upfront as I can so that you may rest assured that I am doing my best and that I greatly appreciate your patronage.

If you would like to contact me, you can do so by sending an email to info@vancouvermermaid.ca.

I will not respond to DMs on Instagram @shopvancouvermermaid so if you do have a question (that I have not answered already in the FAQ) please use my email to reach out.

While I do make every effort to respond to as many messages as I can via Instagram @vancouvermermaid, I prefer to keep all business-related inquiries through email only.

If you are emailing due to an issues (damaged item, misprint, undelivered item, etc) please included any and all relevant information, tracking number(s), order number(s), and photos if necessary.

I will reply to emails in the order they are received with the exception of time-sensitive issues that may need to be dealt with right away.

All purchases for digital downloads are non-refundable or exchangeable given the intangible nature of digital downloads. Due to the fact that you will receive full access to the download immediately upon purchase, we cannot accept any requests for refunds.

Each digital purchase is subject to a single user and is protected under copyright law. Sharing your download link, making a copy of the digital product, reselling/distributing is strictly prohibited.

A lot of time, effort, and love has gone into these creations and I thank you for your honesty and support.

For individual personal tails you are more than welcome to use the mermaid scales! 

Commercial licensing is not available at this time.

All sales on custom apparel pieces are final. Given the nature of creating a custom design for an article of clothing, refunds/returns or exchanges are not available on these products. 

Custom sizing is not available for any apparel in the shop with the exception of our mermaid tails.

Due to the fact that our apparel and our mermaid tails are printed in different facilities, variations in the print color may occur. Different printers produce different levels of color and some lean more towards cool tones and some more towards warm tones.

Matching colors can be very tricky and it is normal for the matching apparel to appear different in some cases when compared to the tails.

You are welcome to check out my pod Facebook group through this link: https://www.facebook.com/groups/vancouvermermaidpodIt is a private group, so you will need to answer a few questions that will need to be reviewed before you can join.