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FAQ: Ordering


I need help ordering

If you are confused by the online shopping cart, or would just like to talk to a real person, we can help you! Contact us with your phone number, or call us toll-free at 1-844-SUN-TAIL. We can take your order over the phone. If all customer service agents are busy, leave us a message with your name and phone number and we'll call you back.

I need to change my order

If you made a mistake ordering, contact us as quickly as possible! We ship fast so you need to contact us as soon as you've realized your error so we can catch it before it ships.

If your order ships before we can fix it, you can simply return it and we'll exchange it for the items you want to order. Or, if you're in a big hurry due to an event, you can reorder the correct items, then return the incorrect items for a refund.

My item is backordered!

Aw man, that's such a bummer! We're sorry! We have inventory control in place, but sometimes we oversell on items by accident. We'll notify you as soon as we know that you've ordered an item we've oversold on.

We can do a few different things for backordered / sold out items:

  • If the item is going to be restocked soon, we can let you know and you can choose to wait for the item. We can also ship available items right away and ship the backordered item when it is restocked. (Additional shipping charges may apply.)
  • You may choose to substitute a different color or size so your order can ship out right away.
  • We can cancel your entire order and refund you.

When will you restock my favorite color / size?

If we are out of stock in your size and color, chances are it's being made right now! Give it a week or two and check back. You can also check out our blog and our Facebook Page, we try to keep everyone updated on stocking / restocking at those locations.


Payments Accepted

We accept Paypal and all major forms of credit cards through our secure processing system.

Payment is due upon checkout. Orders that are abandoned and not paid for will be canceled.

Price Adjustment Policy

If an item is further reduced in price within 14 days from the date of purchase, we’ll refund the difference in price. In order to qualify, contact us with your name and order number. Price adjustments will be processed through Paypal only.


After returning an item, you should expect to receive your refund within two weeks of giving your package to the return shipper, however, in many cases, you will receive a refund much more quickly.

This time period includes the transit time for us to receive your return from the shipper (3 - 5 business days), the time it takes us to process your return once we receive it (1 - 2 business days), and the time it takes your bank, credit card, or other payment method to process our refund request (5 to 10 business days). (Paypal refunds are instant).


Bulk / Wholesale Ordering

Yes, we have bulk discounts for smaller orders (mermaid parties, mermaid swim teachers) as well as wholesale pricing for those interested in reselling our mermaid tails and monofins in retail stores and online shops.

Contact us through our wholesale inquiry form for more information on pricing and minimums.