Q: What Is The Best Way To Contact Mertailor LLC?
A: For the quickest response to your questions please email customer service at email@example.com. Email is monitored regularly and ensures that we have a record of all the details of our communication with you. It is helpful to have written correspondence available for reference to ensure we provide you with the best customer service possible. Our customer service staff will make every effort to respond to email inquiries within 24-48 hours. Very often you will receive a response the same day. You may also contact us by phone at (352) 513-3278 during our regular business hours Monday – Friday 9:00 AM – 4:00 PM. If we do not answer your call, we may be on the other line or working with a customer in the studio. You may leave a voicemail and a member of our customer service staff will return your call as soon as possible. A follow up email is recommended for the quickest response.
PAYMENT & ORDERING INFORMATION
Q: How Can I Rent A Mermaid Tail?
A: Mermaid tails are available to rent and include tails from our silicone tail line. Please email customer service at firstname.lastname@example.org and include the dates you require the rental along with the name of the city and postal code that the tail will be shipped to. Information including pictures, pricing and sizes of tails that are currently available for rent will be emailed to you as soon as possible.
Q: How Do I Make A Purchase?
A: All orders should be placed through our website www.themertailor.com. Orders will be processed and shipped in accordance with the processing times stated on the product pages of the website. If your order includes multiple items with different processing times, your order will not be shipped until all item are complete and available to be shipped together. Please base your estimated delivery date on the item in your order with the longest processing time.
Q: Why Did My Order Get Denied Through The Website?
A: When placing your order through the website you will be required to enter specific address information associated with the credit card you are using to pay for your order. The information you provide is subject to validation by the card issuer with final processing approval by our merchant services provider.
The information you provide must exactly match the information the issuing bank has on file for your credit card. The most common reason for denial by our merchant services provider is incorrect billing addresses/zip codes. It is referred to as an AVS mis-match and although you may have sufficient funds or available credit in your account, the charge will not be approved by our provider. Please confirm that the address you use is the address shown on your credit card billing statement (paper or electronic).
Note: The first address you enter when you placing your order will be the shipping address. You are able to change the billing address on the next screen by unchecking the default box that says “my billing and shipping address are the same”.
The issuing bank may decline your charge if your order exceeds your daily charging limits or if you are purchasing one of our higher priced tails and the bank is concerned about the validity of the charge. In this case you will need to contact your bank to advise them that you are making a purchase from Mertailor LLC and the amount the charge will be for.
If your order is being declined and you to continue to attempt to place your order using the same credit card, it is likely that your credit card issuer will turn your card over to their fraud department. This is for your own protection out of concern that someone other than yourself may be trying to use your card. It will be necessary for you to contact your credit card issuer to resolve the issue.
If you are having problems completing your order through our website please contact customer service at email@example.com and we will be happy to assist you.
Q: What Forms Of Payment Do You Accept?
A: Mertailor LLC accepts the following credit and debit cards: Visa, MasterCard, American Express and Discover.
Q: When Is Payment Due?
A: Payment in full is required at time of order placement. If you are not local to our studio and have chosen the “pickup in store” shipping option and not paid for shipping, we will contact you via email to make arrangements for payment of shipping charges. If we do not receive a response to our email request within 5 business days, your order will be cancelled and a full refund will be issued to your credit card.
Q: When I Make A Purchase Through The Website Am I Entering Into A Contract Of Any Kind?
A: Placing an order through the Mertailor website or registering a customer account to receive information and to make future purchases on the website you agree to our Mertailor LLC Conditions of Sales Contract and Terms of Service agreement.
Mertailor Conditions of Sale apply to all sales made through the website and the Terms of Service in place on the date the order is placed will apply. Conditions of Sales and Terms of Service may change.
Q: How Is My Credit Card Information Processed?
A: All credit card transactions performed on the Mertailor website (www.themertailor.com) are processed using a secure online payment gateway (Authorize.net) that encrypts your credit card details in a secure host environment, to ensure that your shopping experience is safe, simple and secure. Mertailor LLC will take all reasonable care to keep the details of your order and payment secure, in so far it is in our power to do so, In the absence of negligence on our part, Mertailor LLC shall not be held liable for any loss you may suffer if a third party procures unauthorized access to any data you provide when accessing the Website.
Q: How Old Must I Be To Order From Your Website?
A: To register or place an order through the Website, you must have reached the age of majority (which in most states is 18 years old) and have legal capacity to enter into a contract. Any orders placed in contravention to this provision shall be null and void.
Q: I Am Not In Florida, Do I Need To Pay Sales Tax?
A: Only orders with a shipping address within the State of Florida will be subject to sales tax. Tax will be collected and remitted to the State of Florida, per governing laws at time of sale.
International purchases will be subject to import fees that may include duties, taxes and third party brokerage charges. This charges are not included in the shipping charges paid to Mertailor LLC at time of purchase. These amounts will be assessed by your Country’s Customs agency and must be paid before final delivery of your package. Customer is responsible for payment of all import fees.
RETURNS & CUSTOMER’S RIGHT TO CANCEL ORDER
Q: What Is Your Refund Policy?
A: Mertailor offers a wide variety of products with varying characteristics. Returns policies and procedures vary. Please see our Returns Page for more specific information. If eligible, refunds for returned merchandise will be processed within 5 business days of receipt of returned merchandise, less shipping charges and any applicable restock fees. Customer is responsible for all shipping charges, which are non-refundable.
- Custom Silicone products are non-returnable, non-refundable. Once placed, orders for these items are non-cancellable. Because of the custom nature of these product, this is a firm policy and exceptions will not be made.
- Stock Size Apparel including Swimwear, Active wear and Fabric Tail skins may be returned for refund or exchange (subject to availability) within 30 days of purchase if new and unworn. Some restrictions may apply – please see “Returns Page” for more information
- Some Stock size silicone products (Fantasea Silicone Tail Skins, Fantasea Fin) may be returned for store credit or exchange. Request to return must be made within (7) days of receipt of item, must be unworn, and will be subject to restocking fees. Please see “Returns Page” for more information
Q: Can I Cancel My Order?
A: Custom Silicone orders: Custom Silicone orders may not be cancelled once placed
Stock size Apparel and Tails (not including silicone): You may request cancellation of your order for these items and a refund will be issued to your credit card, subject to applicable cancellation fees (see "Returns" page). If your order has already shipped, your order cannot be cancelled, and it will be necessary for you to return your items and a refund for the returned merchandise, less the cost of shipping and applicable restock fees will be refunded to your credit card within 5 business days of receiving unused returned merchandise.
Q: I Received My Product And It Does Not Fit Correctly, Can I Return Or Receive A Credit Of Any Kind?
A: Stock Size Apparel including Swimwear, Active wear and Fabric Tail skins may be returned for refund or exchange (subject to availability) within 30 days of purchase if new and unworn. Some restrictions may apply – please see “Returns Page” for more information
Some Stock size silicone products (Fantasea Silicone Tail Skins, Fantasea Fin) may be returned for store credit or exchange within (7) days but will be subject to restocking fees. Please see “Returns Page” for more information
Custom Silicone Products: To qualify for consideration as "improperly sized" under warranty, notification by email must be received within 7 days of receipt of your tail to firstname.lastname@example.org 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 of improper sizing under warranty. Customer is responsible for shipping costs of item back to Mertailor. Alterations and shipping charges to return tail back to customer will be paid by Mertailor on approved warranty claims if it is determined that tail was not made properly according to measurements provided by customer.
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 by you and the pattern produced to make your tail which has been kept on file with your order. Please note, the finished measurements of your tail will not exactly match those that you provided on your order. Adjustments are made my us to allow for material stretch factor, etc. If our assessment determines that your tail was properly manufactured according to the sizes you originally provided and you would like your tail resized, alteration fees and return shipping charges will apply. Quoted fees, if applicable, must be paid before alteration work begins on your tail. A new set of measurements must be submitted. We suggest that you do not reference your original measurements so you are not influenced by measurements which may be incorrect. Alterations can only be made in the area from the waist down to the mid-thigh. Alterations to make your tail larger are not possible.
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.
Q: I Think I Received A Defective Product?
A: Stock Apparel: Although our products go through several quality control checkpoints before being processed for shipment, 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 email@example.com and we will resolve your concerns promptly. Please include pictures of the damaged item with your email. Pictures will be necessary to help us resolve any issues. If determined to be defective, a replacement will be sent promptly, subject to stock availability If the same item is not available, we may propose an exchange to a similar item of equal value, or issue a refund to your credit card. In some cases, we may ask that you ship the defective item back to us for repair and will return the repaired item back to you when complete. Mertailor will pay all shipping costs.
Damaged from use does not qualify as defective. Although all of our products are made of the highest quality materials, they do require a degree of care to keep from being damaged. Spandex materials can be damaged as quickly as first use if rubbed against abrasive surfaces. Avoid contact with rough surfaces to prevent piling, snags, or holes in fabric which are not considered defect of material, workmanship or design.
Silicone Products: If you have received an item that is damaged or defective upon arrival, please email customer service immediately at firstname.lastname@example.org 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 you do not contact us, you will be responsible for all return shipping charges. We will assess your returned item and will repair or replace your item per our discretion. Sizing and damage from use do not qualify as defective.
Q: If I Cancel My Order Within The 3-Day Cancel Period, When Will I Receive My Refund?
A: Mertailor LLC will use reasonable efforts to refund the full amount paid for your cancelled order within fourteen (14) days of receipt of your request to cancel if received within the proper time requirements
GENERAL TAIL QUESTIONS
Q: How Do I Know What Size To Order?
A: Size charts are available for each product and may vary for other manufacturers. Please be sure to review the correct corresponding size chart for your item. Please view individual product pages for this information.
Q: Can I Swim In My Mermaid Tail?
A: Absolutely! All Mertailor mermaid tails are made to be used in the water! Children should have the consent of a parent or guardian before swimming in a mermaid tail. Children should always have adult supervision when swimming in a mermaid tail. We highly recommend the buddy system for adults for adults swimming in a tail. NEVER swim unattended in your mermaid tail. Having your legs restricted while swimming can be dangerous. Do not use where water is too deep for ability.
Q: How Do I Care For My Mermaid Tail?
A: We have several different types of mermaid tails available for purchase. Each type of mermaid tail has its own care instructions and a copy will be included in your package when your order is processed for shipment.
If you have any specific questions about caring for your tail that are not addressed or need a copy of the care instructions, please contact custom service at email@example.com and we will be happy to assist.
Q: I’m Not Yet Fully Grown, Can I Change The Size Of My Mermaid Tail When I Grow?
A: Finished mermaid tails cannot be made larger. This is an important consideration when purchasing a mermaid tail for children or young adults that are not fully grown. If you have decided to purchase a custom silicone mermaid tail for a young adult (not recommended for child under the age of 16) you should not modify the measurements you provide us in anticipation of their growth. The tail may not fit and could make the it difficult and possibly dangerous to swim in. Mertailor is not responsible for tails that do not fit due to improper measurements provided by customer or measurements that change between the time of order placement and receipt of tail.
Q: What Kind Of Silicone Rubber Are Your Silicone Mermaid Tails Made From?
A: All of our silicone mermaid tails are made from the highest quality skin safe platinum grade silicone rubbers available on the market Although all of our products are completely cured before shipment, they are made in a facility where other chemicals are used that your tail may come in contact with or be exposed to (i.e. latex rubber, epoxy, fiberglass resin, polysulfide rubber, urethane rubber and plastic, foam, adhesives, release agents and other sealers). Mertailor LLC shall not be liable for allergic reactions, rashes, burns, skin pigmentations, health defects and or any illness which may occur from use of our products.
Q: Do Your Tails Come With Fins?
A: Fins are available for all styles of mermaid tails that Mertailor manufactures. However, they may not be included with the item you are purchasing and have to be purchased separately. This will be clearly stated on the products pages. Most products referred to as “skins” on our website do not include a fin, and fin must be purchased separately if needed. Most “tails” (with the exception of our Neoprene Tail) include a removable fin or a permanently attached fluke with integrated foot pockets that serves as its own fin. Please read the product descriptions to confirm if a fin is included to avoid disappointment when you receive your order.
Q: My Tail Is Ripping, Can You Fix It?
A: We do not offer repair services for spandex tails. If you are interested in a quote for repairs of a Mertailor silicone tail, we will be happy to provide an estimate. Estimated costs are not guaranteed and will be confirmed once we receive your tail if you decide to ship it to us for assessment. Limitations may apply and some repairs may not be cost effective. Repair requests are reviewed on a case by case basis. We do not accept all repair requests and do not work on tails made by others. Please contact customer service at firstname.lastname@example.org if you are interested in additional information.
Please see our “Delivery” page for more information
Q: Do You Ship Internationally?
A: Yes, we ship internationally and can ship your order almost anywhere in the world with just a few exceptions.
Q: Who Is Your Shipping Provider?
A: UPS Worldwide and USPS International are our standard shipping carriers. Some of our higher value items may not be available for shipment using USPS.
Q: How Much Is Shipping?
A: Shipping rates are established by the carrier and vary based on location, weight, size and value of your merchandise. Shipping options and costs can be estimated on the website prior to checkout once you have added all items you are interested in purchasing to your cart. Estimate shipping costs as follows
- Click on the shopping bag, top right corner of your screen
- Click “View and Edit Cart”
- Click Estimate Shipping and Tax*
- Enter Country, State/Province and Zip/Postal code
*Tax pertains to Florida States Sales Tax for orders delivered within the State of Florida only and does not pertain to taxes on International shipments.
International shipments - Shipping costs do not include import fees which will be assessed by your country and must be paid to carrier before final delivery is made
Q: How Long After I Purchase Will I Receive My Order?
A: Processing times vary by product. Please see processing times and/or manufacturing times on each product page. Processing time does not include shipping time, which must be added to accurately estimate the delivery date of your package.
Q: I Never Received Tracking Information About My Purchase?
A: Automated tracking notifications are sent by our system once your order has been processed for shipment. Notifications may be sent directly by UPS for higher values products. Please track your package using the tracking number on your notification by going directly on the appropriate carrier website. UPS.com or USPS.com.