Mertailor offers a wide variety of products with varying characteristics. All of our merchandise is made to order. Return policies vary. Please review the information below for return, exchange, cancellation, and change order policies effective September 9, 2022.
- Fabric tail skins (Whimsy, Full Fantasea, Fantasea Sling and Guppy) 10% restock
- Activewear apparel (Leggings, compressions shorts, etc.) 10% restock fee
- Swimwear (women, men, and children) 25% restock fee.
- Misc Apparel and Homegoods 10% restock fee
- Stock color Fantasea Fins 10% restock fee
The following items are NON-RETURNABLE/NON-REFUNDABLE, and NOT ELIGIBLE FOR EXCHANGE:
- Men’s Underwear
- Modified or Altered Products
- Non-stock items not available for purchase on company websites
- Custom Products (including Custom Whimsy Tail and Custom Colored Fantasea Fins)
- Spellbound Tails
- Silicone Fantasea Skins
- Odyssey Tails
- Silicone Scale Bra Tops
- All other Silicone Accessories and Apparel (not including stock color Fantasea Fins)
RETURNS: Eligible merchandise in NEW/UNUSED condition will be accepted for refund when returned within 15 days of receipt in original packaging with tags. Trying items on to confirm fit is expected. Items that have been used in OR OUT of the water will not be accepted for return or exchange. Items should be returned to:
Mertailor LLC Attn: Returns 4100 W Gulf to Lake Hwy, Lecanto, FL 34461
Please include a copy of your packing slip or a note with your name and order number so we can identify the returned item. Please also note the reason for your return.
ALL shipping charges are customer’s responsibility.
Mertailor is not responsible for damage or loss during the return shipping of your item(s). Purchasing insurance for the merchandise value is recommended when returning your package.
A refund for the value of the merchandise, not including the restock fee, will be refunded to the credit card used to place the order within 5-7 business days of Mertailor receiving the returned merchandise. Shipping charges are not refundable. A copy of the refund transaction will be emailed to you. Please note that after Mertailor processes your refund it may take several days for your bank to process the credit back to your account.
Items that are returned damaged or show evidence of use are not eligible for refund or exchange. We will email an invoice link for your remittance for shipping charges to have the item(s) sent back to you. If payment is not made within 15 days of date of invoice, Mertailor will dispose of merchandise as it sees fit and customer will forfeit rights to refund or return of merchandise.
EXCHANGES: If you would like to exchange your item for a different color or size, we prefer that you place a new order through the website. If receipt of an exchanged item is time sensitive, you may place a new order before your returned merchandise has been processed for refund. Once your return is received your refund will be processed promptly.
CANCELLATIONS: Requests to cancel or modify orders will be subject to the restock fee schedule above, regardless of how quickly cancellation request is received. After an order has been shipped it cannot be cancelled. You may return your items once you receive them. (See “Returns” policy above). If you refuse your package at delivery and return shipping charges are incurred, ALL shipping charges will be deducted from any eligible refund of returned merchandise.
CHANGE ORDERS: Requests to modify existing orders will be subject to a Change Order Processing Fee based on the Restock Fee Schedule above. Change orders will result in a reset of the completion time of your order. The new completion date will be based on the date of the change order. If you have forgotten to include an item on your order it will be necessary for you to place a new order through the website.
DEFECTIVE ITEMS: Mertailor promises that products will arrive free of defect. We do not offer a warranty on our merchandise. Although our products go through several quality control checks, it is important that you inspect your package upon delivery. Claims of defect must be made within 5 days of receipt of your item(s). Please contact customer service immediately at firstname.lastname@example.org and we will assist to resolve the concern. Please include pictures of the damaged item with your email. Pictures will be necessary to help us resolve any issues. If the item is deemed defective, Mertailor will email a prepaid return label for your use. A replacement will be sent upon receipt of the returned item. If the same product is no longer available, we can issue a refund to your credit card or may offer the option of a similar item of equal value in replacement. In some cases, we may have the item shipped back to us for repair and return the repaired item back to you at our expense.
Damage from use does not qualify as defect. Although all of our products are made using the highest quality materials available, care instructions must be followed to prevent damage. Spandex materials can be damaged on first use if rubbed against abrasive surfaces. Avoid contact with rough surfaces to prevent piling, snags, or holes in fabric. This type of damage is considered damage from use, not defect of material, workmanship, or design.
Product Color and Variation Disclaimer: All products at Mertailor are handmade individually. Design elements may vary slightly. Products will have subtle variations from one piece to the next and will not be identical.
The images, descriptions, and measurements we provide on our website have been used to best describe the products we sell. Variations and natural minor blemishes will occur that are not product flaws, but normal abnormalities inherent in the manufacturing of handmade products.
Photographs and digital renderings on our website are for illustrative purposes and may not match the product exactly due to differences in electronic device settings and material changes which occur during the manufacturing process. Screen images are intended as a guide only and should not be regarded as law.