Mertailor offers a wide variety of products with varying characteristics.  Return policies and procedures vary. Please review the information below for product specific return, exchange and cancellation policies.

 

 

STOCK SIZE APPAREL INCLUDING SWIMWEAR, ACTIVE WEAR, GUPPY TAILS AND FANTASEA TAIL SKINS 

(Does not include Whimsy Tail Skins, Neoprene Dive Wear and Silicone products  (Spellbound Tails,  Odyssey Tail, Fantasea Silicone Skins, Silicone Accessories, Silicone Apparel, Fantasea Fins–- please see below)


Mertailor promises the above referenced items will arrive free of defect, but does not provide a warranty on these items. 

Returns: Items in NEW/UNUSED condition in original packaging with tags will be accepted for refund within 30 days of purchase.   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 within 30 days to:

 

Mertailor LLC

Attn: Returns

1570 N Meadowcrest Blvd.

Crystal River, Florida  34429

 

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 note if you are returning to exchange or refund.  

ALL shipping charges are customer’s responsibility.

Mertailor is not responsible for damage or loss of items during shipping so please insure your package when returning.

A full refund for the value of the merchandise will be refunded to the credit card used to place the order within 5-7 business days of Mertailor receiving the returned merchandise. A copy of the refund transaction will be emailed to you. 

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.

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: After 72 hours of order placement, requests to cancel or modify orders will be subject to a 5% cancellation fee. After order has shipped it cannot be cancelled.  You may return your items once they are received (See “Returns” policy above).   If you refuse your package at delivery and return shipping charges are incurred, ALL shipping charges will be deduced from any eligible refund of  returned merchandise.   

 

Defective items:  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 (3) days of receipt of your item(s).  Please contact customer service immediately at info@themertailor.com  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 may propose exchange to a similar item of equal value, or issue a refund to your credit card.   In some cases, we may have your 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.

 

WHIMSY TAIL SKINS

This product is made to order.  Mertailor promises the above referenced items will arrive free of defect, but does not provide a warranty for these items. 

Returns:  Whimsy Skins in NEW/UNUSED condition, in original packaging with tags, will be accepted for refund within 30 days of purchase, subject to a 10% restock fee.  Restock fees will be waived for exchange of like items for a different size.  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 within 30 days to:

 

Mertailor LLC

Attn: Returns

1570 N Meadowcrest Blvd.

Crystal River, Florida  34429

 

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 note if you are returning to exchange or refund.  

ALL shipping charges are customer’s responsibility.

Mertailor is not responsible for damage or loss of items during shipping.   Please properly insure your package when returning.

A refund for the value of the merchandise, less any applicable fees, will be refunded to your credit card within 5-7 business days. A copy of the refund transaction will be emailed to you.

Items that are returned damaged, or show evidence of use, will not be eligible for refund or exchange.  We will email an invoice link for your remittance to pay shipping charges to send the item(s) back to you.  If payment is not made within 15 days of date of invoice, Mertailor may dispose of merchandise as it sees fit and customer will forfeit rights to return or refund of merchandise. 

Exchanges (Whimsy Tail Skins): The10% return restock fee will be waived for customers returning skins to exchange for a different size.  Exchanges must be same design.  Customer is responsible for all shipping charges.  An invoice link will be emailed to customer for remittance of shipping charges to send exchanged item back to customer when complete.  Exchanges are subject to typical manufacturing times. 

 

Cancellations: After 72 hours of order placement, requests to cancel orders will be subject to a 10% cancellation fee.  After order has shipped it cannot be cancelled.  You may return your item(s) once they are received (See “Returns” policy above).  If you refuse your package at delivery, and return shipping charges are incurred, ALL shipping charges will be deduced from any eligible refund of  returned merchandise.

   

Change Orders: Requests to modify existing orders will be subject to a 10% Change Order Processing Fee.  Change orders may result in a reset of the manufacturing/completion time of your order based on where the order is in the manufacturing schedule when the change is made and 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:  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 (3) days of receipt of your item(s).  Please contact customer service immediately at info@themertailor.com  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 may propose exchange to a similar item of equal value, or issue a refund to your credit card.   In some cases, we may have your 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.

 

 

STOCK SIZE/STOCK COLOR FANTASEA FINS

Returns: Fantasea Fins that have not been customized and have NOT been used in or out of the water, may be returned for exchange or refund.  Items being return for refund will be subject to a 10% restock fee.  Restock fees will be waived for Fantasea Fins being returned for size exchange of like design.  Return requests must be made via email to info@themertailor.com  within (3) days of receipt your item and return shipment initiated immediately thereafter.  Mertailor LLC is not responsible for loss or damage during return shipping.  Please properly insure your package and ship using a method that provides tracking. 

Used Fantasea Fins WILL NOT be accepted for exchange or refund and will be returned to customer upon payment of return shipping costs by customer. If customer does not pay return shipping charges with 15 days of receipt of invoice Mertailor may dispose of merchandise as it sees fit and customer will forfeit rights to return or refund of merchandise. 

 

Exchanges: 10% restock fee will be waived for customers returning fins wishing to exchange for a different size.  Exchanges apply only to like items.  Customer is responsible for all shipping charges.  An invoice link will be emailed to customer for remittance of shipping charges to send exchanged item back to customer when complete.

Cancellations: After 72 hours of order placement, requests to cancel orders will be subject to a 10% cancellation fee. After order has shipped it cannot be cancelled.  You may return your items once they are received (See “Returns” policy above).   Should you refuse your package at delivery, and return shipping charges are incurred, ALL shipping charges will be deduced from any eligible refund for the value of the returned merchandise.   

Change Orders: Requests to modify existing orders will be  subject to a 10% Change Order Processing Fee.   Change orders may result in a time reset of product manufacturing times based on the date of the change and depending on the position of the order in the manufacturing schedule when the change was requested.    

Warranty and Repairs: Mertailor LLC warrants all silicone products to be free of defect in material or workmanship for a period of thirty (30) days from the date you receive your item.  This warranty does not cover damage caused by accident, improper care, negligence, normal wear and tear, the breakdown of colors and material through time, exposure from extensive use, or improper fit.  Warranty claims must be made via email to info@themertailor.com  within (30) days of receiving your item and return shipment initiated promptly after acknowledgement of receipt of email.   Please include pictures with your email.  If the problem is determined to qualify as warranty after inspection by Mertailor.  Mertailor will repair and/or replace merchandise at their discretion.    CUSTOMER is responsible for shipping costs to return merchandise reported under warranty back to Mertailor.  Mertailor will pay for shipping costs to return repaired items back to customer.

Stop using your item immediately.  Continued use of an item claimed to be defective will void warranty.  Merchandise should be cleaned and dried before return.

 

Box and return your item to:

 

Mertailor LLC

Attn: Returns

1570 N Meadowcrest Blvd.

Crystal River, Florida  34429

 

Mertailor is not responsible for damage or loss of items during shipping.   Be sure to properly insure your package when returning. 

Mertailor is not liable for any damages, losses and/or costs incurred resulting from the use of Mertailor products, including loss of use.  

Altering or modifying your merchandise will void warranty.

Damaged or Defective Items: If you have received an item that is damaged or appears defective upon arrival, please email customer service immediately at info@themertailor.com info@themertailor.com  Pictures and a description of the damage defect will be necessary.  If packaging is damaged when your product arrives and you have accepted the package, pictures of the packaging will be required to file a claim with the carrier. It is important that you contact us before returning the item so that we may assist you with a return shipping label.  If you do not contact us, you will be responsible for all return shipping charges.

 

CUSTOM SILICONE PRODUCTS INCLUDING SPELLBOUND TAILS, SILICONE SCALE BRA TOPS, SILICONE FANTASEA SKINS, ODYSSEY TAILS, SILICONE ACCESSORIES, SILICONE APPAREL, AND  NEOPRENE DIVE WEAR

 

Returns/Cancellations: Silicone products (excluding Fantasea Fins) and Neoprene Divewear  are NON-RETURNABLE/NON-REFUNDABLE, and NOT ELIGIBLE FOR EXCHANGE.  Order for this merchandise becomes NON-CANCELLABLE (3) days after order placement.  If you find you do not wish to move forward with your order, you must make a Request to Cancel in writing to info@themertailor.com by midnight of the 3rd day following your original order placement. Requests to cancel orders will not be accepted past the 3-day right to cancel period.  

 

Warranty and Repairs: Mertailor LLC warrants all silicone products to be free of defect in material or workmanship for a period of thirty (30) days from the date you receive your item.  This warranty does not cover damage caused by accident, improper care, negligence, normal wear and tear, the breakdown of colors and material through time, exposure from extensive use, or improper fit due to incorrect measurements provided by customer. 

Warranty claims must be made via email to info@themertailor.com  within (30) days of receiving your item and return shipment initiated promptly with acknowledgement of receipt of  email. Please include pictures with your email.  If the problem is determined to qualify as warranty after inspection by Mertailor, Mertailor LLC will repair or possibly replace the product with an existing or comparable product at their discretion.  CUSTOMER is responsible for shipping costs to return warranty merchandise back to Mertailor.  Mertailor will pay for shipping costs to return repaired items back to customer.

Stop using your item immediately.  Continued use of an item claimed to be defective will void warranty.  Tails should be cleaned and dried before return.

 

Box and return your item to:

Mertailor LLC

Attn: Returns

1570 N Meadowcrest Blvd.

Crystal River, Florida  34429

 

Mertailor is not responsible for damage or loss of items during shipping.   Make sure to properly insure your package.

Mertailor is not liable for any damages, losses and/or costs incurred resulting from the use of Mertailor products, including loss of use.  

Altering or modify your item(s) will void warranty.

Sizing and Warranty:  To be consideration as "improperly sized" under warranty, notification by email must be received within 7 days of receipt of your tail to info@themertailor.com   DO NOT SWIM IN YOUR TAIL. It is not necessary to swim in your tail to determine if the tail fits properly.  Swimming in your tail will void any claim for improper sizing under warranty.

Notification DOES NOT automatically qualify a claim as covered under warranty.  Failure to send required notification will negate eligibility under warranty.  Returned tails will be assessed and compared to the measurements originally provided and pattern produced and kept on file to make your tail.  The finished measurements of your tail are going to be smaller than the measurements provided on your order.  Tailoring adjustments have been made to allow for the stretch factor of the materials. If our assessment determines that your tail was properly manufactured according to the measurements you provided and according to our standard manufacturing processes and guidelines, charges will apply if you would like to have your tail altered.   Only alterations to downsize are possible.  Tails cannot be made larger once they have been completed.    Applicable charges must be paid before alteration work begins. A new complete new set of measurements must be submitted.   Alterations can only be accomplished from the waist down to the mid-thigh area unless the tail is completely disassembled and would be quoted in the alteration quote.   

Note: “Gapping” at the back waist may occur and is typical.  This cannot always be eliminated and will not be covered under warranty if your tail has been properly made to the measurements provided on your order.

Note: Improper fit DOES NOT qualify as warranty.  Stitching and/or silicone torn at seams after use is an indication of improper fit, is not considered defective and is not  be covered under warranty.  Ornamental fins torn after use (first use or otherwise) are not covered under warranty. 

 

Damaged or Defective Items:If you have received an item that is damaged or defective upon arrival, please email customer service immediately at info@themertailor.com  Pictures and a description of the damage or defect will be required.   If packaging is damaged when your product arrives and you have accepted the package, pictures of the packaging will be required to file a claim with the carrier. It is important that you contact us before returning the item so that we may assist you with a return shipping label, if eligible.  If you do not contact us, you will be responsible for all return shipping charges.