Help Center

Production
As of right now production has resumed, delays are to be expected.

Shipping
Delays are to be expected. Please allow additional time (between 15-30 days) for items (including apparel and masks) to process and ship.

Our apparel and other products ship from different locations depending on our suppliers and we have no control over delays or lack of updates due to the current global situation.

We absolutely appreciate the frustration this may cause as delays happen, and the best way for you to get the most up-to-date information is by using the tracking information provided (depending on your order) and contacting the shipping carrier directly.

Please remember that the majority of our products are made to order and do not ship immediately. Unless it is noted on the product's page that it is "Ready to Ship" please allow for processing time.

We completely understand that this is a trying time for everyone in many ways. We, or should I say I (Courtney Pearson), am the sole operator of this small business. I create all of the products, run all of my websites, the shop, YouTube channel/editing, and social media on my own.

I am considered a non-essential business but am fortunate that I am able to work almost entirely from home. That being said, I rely entirely on the income generated from my small business to maintain my business (to pay for supplies, hosting fees, etc).

Our policy on cancellations, returns, and refunds remains the same regardless of the global situation.

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!

All sales on mermaid tails are final. Given that all of our mermaid tails are made to your custom size specifications, refunds/returns, or exchanges are not available on these products.

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

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! 

If you would like to purchase scales for commercial use, please email me at vancouvermermaid@gmail.com.

For Canadian and US orders* you can expect shipping to take between 4-7 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 in listings are ESTIMATES only via business days (M-F) and do not include weekends, STAT holidays, or vacation times taken throughout the year.

Mermaid tails are shipped wrapped in tissue paper in boxes via Canada Post Xpresspost.

You will be provided with a tracking number that you may use to follow your tail's journey home.

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

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!

All sales on custom apparel pieces are final. Given the nature of creating a custom design for an article of clothing (leggings or crop-tops), 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 multiple 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.

Apparel and masks take between 5-10 days to process, as they are made to order, before they ship.

Stickers, pins, and bracers take 5-7 days to process before they ship.

PLEASE NOTE: If ordering multiple items, wait times will be dependent on the longest production estimates given, not the shortest. Thank you! 

Our manufacturers work Monday-Friday and are closed on weekends and stat holidays.

Emails are responded to as soon as possible between the hours of 9AM and 3PM PT Mon-Thurs (excluding holidays). 

Please make sure that you have read through the FAQ as I will only be able to reply to questions I have not yet answered there.

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.

Email response hours are roughly between 9AM and 3PM PT Mon-Thurs (excluding holidays).

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.

You are welcome to check out my pod Facebook group through this link: https://www.facebook.com/groups/vancouvermermaidpod

It is a private group, so you will need to answer a few questions that will need to be reviewed before you can join.