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FAQ: Returns & Shipping

Returns / Exchanges

Customers are responsible for return shipping to us for returns and exchanges unless the return is due to our error or if the customer received a faulty or defective item. If we have made an error, we'll send you a free shipping label to return the item(s) back to us at no expense to you.

Returns

We accept returns on new, unwashed, unworn (trying on is okay) items within 14 days of delivery. We gladly extend this return window during the holiday season and for other extenuating circumstances.

First, contact us for return authorization, then ship your unwanted item(s) along with the original packing slip and a note stating the reason for the return to the address below.

Sun Tail Mermaid
c/o RETURNS
PO Box 403
Rigby, ID
83442

Exchanges

You have two options to exchange an item:

Option A - Fastest:
1. Use our "return and reorder" process for an exchange.
2. Place a new order online for your replacement item.
3. Return your new, unwashed, unworn (trying on is okay) item(s) within 14 days of delivery. Include your original packing slip and a note stating that you reordered and are returning this item for a refund. Return your item to:

Sun Tail Mermaid
c/o EXCHANGES
PO Box 403
Rigby, ID
83442

When the item is returned, we will issue a refund for your purchase price.

Option B:

Return your new, unwashed, unworn (trying on is okay) item(s) within 14 days of delivery. Include your original packing slip and a note stating that you are returning for a refund so you can re-order a different size/color.

Return your item to:

Sun Tail Mermaid
c/o EXCHANGES
PO Box 403
Rigby, ID
83442

When the item arrives, we will refund you your original purchase price , and issue you a coupon code for free shipping on your replacement item (unless free shipping promotions are in place). Note! Your order must be sent back c/o EXCHANGES and include your original packing slip for us to be able to issue the coupon code for you.

Place your new order online using the free shipping code for your replacement item.

Shipping

Do you ship to my location?

Yes! We ship most places worldwide. For European delivery, please visit our exclusive European distributor at mjss.de.

If you need a shipping quote, add your desired items to the shopping cart and fill our your address in the checkout process. It will give you a shipping quote based on the weight of your package to your location. It may also give you flat rate specials if we have them going on.

Getting a quote through the cart is the best way to get an idea of what shipping internationally. If you'd like assistance getting a quote, you are welcome to contact us.

Shipping Costs and Quotes

We use real-time shipping using the weight of your package and your location. The prices are calculated in real-time by the shipping carrier. A small handling fee is applied to cover packaging supplies.

If we are offering free shipping or flat rate shipping specials, the above only applies if you want to upgrade to expedited shipping.

Need a shipping rate quotes?

If you would like a shipping quote, add items to the shopping cart, enter your shipping address, and the cart will give you a quote. If you're not certain the shipping quote is right, feel free to contact us and we'll double check for you.

Shipping problems & Lost Packages:

Orders that are entered with an insufficient address or incomplete or incorrect information generally get sent back to us. Once the item arrives back at our shipping center, we can refund you and cancel the order, or you can have us send it back out for you.

If we need to re-send or send out a new order for you, and the insufficient address was not due to our error, you may be charged additional shipping to do so, even if there was a free shipping promotion in place.

Lost or stolen packages:

We are not responsible for lost or stolen packages once they leave our shipping center. If your package does not arrive, the tracking number does not update, or you suspect your package has been stolen, you can let us know and we can open a case for you. All packages are insured. If the post office or other shipping carrier lost the package, we can file an insurance claim. We utilize a third party insurance agency to ensure fast and easy claim processing.

Customs Charges

We are not responsible for customs charges at your country's border. We have no way of knowing of what customs or duty tax may be, and we have no way of preventing a package from getting opened and inspected by customs. Customers are responsible for any customs fees or duty tax at their border.

If customs charges are too high, customers can refuse the package and it will be shipped back to us.  Refunds on refused packages may be subject to a restocking fee.

Shipping Speed

We ship domestic orders daily Monday - Friday excluding holidays. Orders placed Monday through Friday before 11am MST (mountain time) ship the same day. Orders placed Monday through Thursday after 11am MST ship the very next day. Orders placed Friday after 11am MST or on holidays will ship the next business day. International packages are shipped twice a week.

If you have not received a tracking number within 24 hours after placing your order, please contact us.

Domestic Shipping to the United States

Domestic packages shipped with free shipping specials usually ship with Fedex arrive in 5 - 7 business days (faster delivery the closer you are to our shipping center in Rigby, Idaho.

Priority Mail packages shipped to the US usually arrive in 2 - 3 business days, though the November and December holiday season can delay this quite a bit.

Small domestic (US) packages ship First Class mail and usually arrive in 3 - 5 business days. (They arrive much faster if you live in Utah or states near Idaho).

We also have expedited shipping options available during checkout. Fedex 2-day is available, though please note that Fedex does not deliver on Saturday without a Saturday delivery charge. If you need an expedited package delivered on Saturday, please call us: 1-844-SUN-TAIL

International Shipping: Worldwide

Small International packages (less than 1 pound in weight) shipped with flat rate shipping specials ship First Class International through the US Postal Service. First Class Mail really varies in delivery times. It's the most economical way to ship small packages but it can take anywhere from 2 weeks to 8 weeks to arrive. It can even take longer during the busy November / December holiday season.

Larger International packages (over 1 pound in weight) shipped with flat rate shipping specials ship Priority Mail International through the US Postal Service (USPS). USPS claims packages will arrive in 6 - 10 business days, though we have had these packages take longer, especially to Australia. Flat rate shipping specials save international customers $10 - $30 in shipping fees depending on their location.

Expedited shipping options are available for our International customers, but can be quite expensive depending on the needed delivery time and your location. Contact us if you need to discuss options.

Processing Time

Once you complete your order, it is automatically sent to our shipping center so we can process and ship your order as fast as possible. Our team processes orders in less than one business day.

If you made an error in ordering (shipping address, color, size) please contact us ASAP! We may not be able to catch the error before your order ships, so please double check all of your details before completing checkout.