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.Some orders will specificy a production time estimate in their individual listings which will help give you a better idea.

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.

Though I passionately care about my business, I am Autistic and also live with chronic pain, and am therefore sometimes slow to respond to emails. If a message is received while I am on a rest day, unless urgent, it will be replied to as soon as I am able. I understand from experience that this can be frustrating for some and have chosen to be as upfront as possible 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.

Though I passionately care about my business, I am Autistic and also live with chronic pain, and am therefore sometimes slow to respond to emails. If a message is received while I am on a rest day, unless urgent, it will be replied to as soon as I am able. I understand from experience that this can be frustrating for some and have chosen to be as upfront as possible can so that you may rest assured that I am doing my best and that I greatly appreciate your patronage.

Thank you for your interest but I am not currently offering custom apparel or custom Shellusion tops.

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 already have one.

For the Shellusion Classic tops 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. Generally speaking people between sizes size up and find that works well.

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 I may be able to cancel your order. If they have already begun production then unfortunately the order cannot be cancelled as they will have already charged me for the product.

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!

The reason I am unable to accept refunds or exchanges is that I do not carry stock of my items. Everything in my shop is made to order one at a time and I pay for the production of each item individually as orders come in. That said, 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.

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

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 my Patreon shop.

Here is the link: https://www.patreon.com/vancouvermermaid/shop

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, I cannot accept any 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 will need access to Adobe Photoshop or an equivalent program, however all of my files/eBooks are designed for use specifically with Adobe Photoshop.

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.

Thank you for your interest but I am currently not accepting any new finfluencers at this time. 

Custom mermaid tail information can be found on my website here: https://www.vancouvermermaid.ca/custom-tails.html