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. 

Masks are non-returnable, not refundable and not eligible for exchange.

Please be as accurate as possible when selecting your size.

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.

Expect International shipping (outside of Canada and the US) to take much longer.

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.

Mermaid tails are shipped in plastic bubble mailers 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.

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.

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.

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

Emails are responded to between the hours of 9AM and 3PM PT Mon-Fri (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.

Mermaid tail production occurs only during the mermaiding "off-season" which is between October and April* and there is a waitlist system in place based on when your application is received.

*Production shuts down December 1st for the holidays and resumes the first week back in January.

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

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 between 9AM and 3PM PT Mon-Fri (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.

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.

You can apply for a mermaid tail slot here: Mermaid Tails

All of the information on the application process can also be found on that page.

The pricing information is based on two fees:

DESIGN FEE + PRODUCTION FEE = FULL MERMAID TAIL PRICE*

*Excluding the cost of shipping.

All of the information on pricing is available here: Mermaid Tails

Basic tails start as low as $165CAD Design Fee + $520CAD Production fee = $685CAD.

If you are interested in applying for a mermaid tail slot, please visit the Mermaid Tail page.

I will then review your application and let you know if we are a good match to make some mermaid magic!

Absolutely! If you have one of my tails and would like me to recreate it or would like a reprint, I can absolutely do that.

Please submit the Mermaid Tail form as you would for a new design and then make a note in the Tail Description section to let me know this will be a recreate or a reprint. That way I can send you the appropriate invoice.

If you are looking for a set of tails that need to specifically match and be produced simultaneously, please email me directly (vancouvermermaid@gmail.com) so I can review your unique situation.

10-12 weeks is the rough time frame you can expect before your tail ships.

If you need your tail by a specific date, PLEASE MAKE SURE you contact me BEFORE you submit your mermaid tail application form so I can confirm with you the timeline.

I do not except rush orders at this time.

I make mermaid tails for the Luna, the Linden, and the Mahina monofins.

I do not make mermaid tails for any other monofins on the market at this time.

I bring my tails to a local company that no longer offers the service publicly and they have asked me not to advertise them for it.

If you are looking to print your own tails, you can do a quick Google search of "sublimation printing in [your area]" and that will get you started.

You tail is a work of art and should be treated kindly and with respect. Taking good care of your tail is the best way to keep it looking fresh.

Things like harsh environments/chemicals and standing in your tail will age it faster.

Yes, all of my mermaid tails are fully swimmable.

Swimming with a mermaid tail can be dangerous and should never be done alone or without the supervision of someone who can help you should you need it.

SVM is in no way liable for any injuries or damages that may occur in or out of the water while using one of our tails or other products.

Yes! I have a few different options for custom matching apparel which are outlined on the Mermaid Tail page.

Please note that I do not offer custom sizing for matching apparel as it is produced through my suppliers.

I do not create mermaid tails in standard sizes. All of my tails are made fully custom to match your measurements.

As part of the tail creation process you will be expected to provide me with your measurements through a specific method. I have a full written tutorial on how to do this which I will provide you with if your application is accepted.

If you application was accepted, I will have let you know your position in the acceptance email you received.

Our Mermaid Lagoon group is a special group for mermaids who have purchased one of my custom fabric mermaid tails.

If your application has been approved and I have begun the design process of your tail, you will receive a Welcome to the Pod email with a special invite to the group.

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.