FAQ, Returns & Exchanges

Before contacting us, please see if your question(s) can be answered here:

 

Shipping Timeline

How long will it take for my package to arrive?  

We only send Shimmertails via USPS Priority 5-7 days. Handling time takes anywhere from 24-36 hours.  Our shipper sends thousands of packages a day and it is automated.  So, overnighting and special requests are not an option.  It disrupts the whole process.  Give yourself 5 days before the birthday party of special event.

Thank you!

 

International Shipping

At this time we are not set up to ship internationally.  We will keep you posted on when that option become available.

Why is there a opening in the bottom of my Shimmertail?

Our new tail design has the opening on the bottom of the fin. The allows for easy removal of the fin, easy foot placement assistance and greater versatility for costume wear.  If your Shimmertail fabric is worn out after a year, you can buy a replacement fabric for only $24.99 and your Shimmertail will be just like new.  You can buy a few different colors for birthdays, start of a new summer and for Christmas.  

 

Exchange Policy

Shimmertail, LLC will gladly accept any UNUSED Shimmertails with original packaging for a return or an exchange.  Refunds will not be given for merchandise that has been excessively used or shows any signs of abuse cannot be returned for refund.

Please Note:  All sales are final on products sold at clearance or discounts greater than 25% off the MSRP on each item.

A 10% restocking fee applies to ALL exchanges and 15% restocking fee for returns.  This helps cover the costs of managing returns, repackaging, etc.

Customers wishing to exchange merchandise purchased online at Shimmertail.com must email customerservice@shimmertail.com within thirty (30) days of receiving the merchandise for an exchange authorization number.

The merchandise must be accompanied by original invoice, and original packaging.

Customers wishing to exchange must select new item(s) from the current availability and return new items within thirty (30) days of receipt. Exchanges can only be made within the same collection. Shimmertail, LLC under no circumstances offers store credit.

Customer is responsible for all shipping charges. Shipping and handling charges are non-refundable.

***All items discounted, purchased on sale or using a promotional code are a FINAL sale and cannot be exchanged.

Return Policy

In most cases, Shimmertail, LLC will offer refunds for new, unused Shimmertails with original packaging within thirty (30) days of delivery for a full refund minus a 15% restocking fee.

Please Note:  All sales are final on products sold at clearance or discounts greater than 25% off the MSRP on each item.

The process to complete the return is to: 

  • Send an email to customerservice@shimmertail.com
  • Request an RMA number
  • We will reply to your email with an approved RMA number that you will use to return the product to us.
  • Return product to us within 30 days to the address provided to you via email. 
  • The customer is responsible for all shipping charges.
  • A 15% restocking fee will be applied to all returns.  This helps cover the costs of managing returns, repackaging, etc.

You should expect to receive your refund within four weeks of giving your package to the return shipper; however, in many cases you will receive a refund more quickly. This time period includes the transit time for us to receive your return from the shipper (5 to 10 business days), the time it takes us to process your return once we receive it (3 to 5 business days), and the time it takes your bank to process our refund request (5 to 10 business days).

What size is best for my child?  

 Please visit the "About" page for exact sizing. Shimmertails run true to size, but will stretch as your child grows 1-2 inches in the waist.   Please measure both around the waist and length (hips to ankles) before making a purchase.  If your child is a tall but thin 11/12 year old, we recommend purchasing a 9/10. The 11/16  size is more for teens and young adults. 

Can my child actually swim in this costume?

 Yes...these are made for swimming. Please remember to only allow swimming with active adult supervision, and ALWAYS have your child wear with a life jacket.  

Can I swim laps in this costume? 

No, Shimmertails are for playing in, not for swimming laps in.  We are almost ready to offer our own monofin that will fit inside the Shimmertails for more serious/advanced swimmers. 

What if I tear a hole in the fabric?

If your Shimmertail fabric gets damaged, a replacement fabric can be purchased at half the price of a whole new Shimmertail. ($24.99) The fin inside can be refitted to the replacement fabric.  Just use the contact us form to order replacement fabric or send an email to customerservice@shimmertail.com.  Be careful not to scrape the costume across the bottom of the pool or on the cement near the pool.  Shimmertails are made of swimsuit fabric and all swimsuit fabric will snag and tear if rubbed across cement or other hard pool surfaces.

What if my fin cracks?

If your fin cracks from rough use, or if your child stands on the tip while playing, or jumps on it and it cracks, a replacement fin can be purchased for $24.99 plus shipping. Order one on our products page.  Our fins are made from high quailty, flexible plastic, that does not scratch and will not change shape in high temperatures. they are built to last.  Again, be careful that your child does not stand up in the water using the tops of the fin.   Do not hop or jump across the cement to the pool with fin or it may crack.  And you will wear off the shimmer on the fabric.

What if the Shimmer wears off the costume?

With use the Shimmer will rub off on areas where it touches surfaces.  Please be careful to not rub the costume across surfaces extensively.  

 

Thanks!

Shimmertail Team