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 and shipping itself generally takes between 5-7 business days.

This is only an estimate and I am not responsible for delays in shipping.

I am not responsible for items held at customs and I am not responsible for any import fees which you may be required to pay.

*I am not currently able to offer shipping outside of Canada and the US.

**Production times vary and my suppliers work Monday to Friday excluding STAT holidays and vacation times taken throughout the year. So please understand that you will need to factor that in to the wait times as well.

Please understand that all sales are final given that all of my items are made to order and there are no refunds available. 

However if there is an error with your item, a mistake, damage, defect or otherwise, please contact me (info@vancouvermermaid.ca) as soon as possible with clear pictures of the problem so I can contact my manufacturer and find a solution.

Please check the size guides provided carefully before placing your order as exchanges cannot be offered for an incorrect size ordered as items are made to order. 

If you have any questions please contact me (info@vancouvermermaid.ca) prior to placing your order. 

Given that I use multiple suppliers for different products, if you order multiple items, they may 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.

Thank you for your patience and understanding.

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

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.

Please note that questions already answered in the FAQ will not receive an email response due to the volume of emails I receive.

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.

Please note that questions already answered in the FAQ will not receive an email response due to the volume of emails I receive.

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.

All listings include the actual garment dimensions for each of the sizes. You can compare the dimensions of to an article of clothing you already own, for example if you are looking at one of the Shellusions tops you could compare the dimensions to say a sports bra if you have one.

For any of the hoodies/sweatshirts, if you want a baggier fit, please size up. I personally fit a large, but I always wear an XL because I like the looser fit.

For the Shellusion tops (excluding the recycled options) they are a compression fit. They fit SNUG. I fit an L but it is quite a tight fit. I could fit in the XL as well which would probably be a bit more comfortable. That said, when you are swimming you do want a snug fit to help keep things secure. 

If you need to cancel your order, please reach out to info@vancouvermermaid.ca directly as soon as possible because your order will have been sent directly to the manufacturer and in some instances they begin production the same day. 

If they haven't yet started production we may be able to cancel your order. If they have already begun production then unfortunately the order cannot be cancelled.

It is important to be as sure as possible about sizing before you place your order. Multiple sizing charts are included in each listing (one of which is the actual dimensions of the garment that can be used to compare against clothing you already own which I find very helpful).

You may also want to check in with others who have ordered apparel via the private Facebook group: https://www.facebook.com/groups/vancouvermermaidpod 

I do not monitor my social media messenger accounts. If you have a question or need help with your order, please email info@vancouvermermaid.ca directly.

Thank you!

Shopify, my shop hosting service, does not deal with digital products well so I have decided to move all of my digital products (eBooks, scale templates, etc.) to Gumroad.

Here is the link: https://vancouvermermaid.gumroad.com/

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 for my digital designs (including scales) is not available at this time.

You are welcome to check out my 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.

I reserve the right to decline anyone who applies if I feel they will not be a good fit for the group based on their responses to the questions asked, their prior community history, or other groups they belong to.

I no longer sell my mermaid tails publicly through my shop. This also includes my fin skins, arm fins, and cuffs.

Access to my mermaid tails is extremely limited and is available solely to my Patreon Pod (www.patreonpod.com) if/when slots or new designs are available.

For personal reasons I have decided to no longer publicly offer my mermaid tails through my online shop.

Access to my mermaid tails is extremely limited and is available solely to my Patreon Pod (www.patreonpod.com) if/when slots or new designs are available.