FAQ

Need some help? No problem! Select from one of the following categories for our most frequently asked questions. If you don't see your question here, no worries, shoot us an e-mail and we'll make sure you're taken care of!

Billing

Payments Methods - We accept VISA, Mastercard, American Express and Discover debit and credit cards. Also, we accept PayPal payments.

Sales Tax - Florida sales tax (7%) will be applied to orders shipped to Florida, regardless of billing address.

Checkout Problems - Please make sure that the billing address entered on the checkout page matches that of your credit card statement. If that address differs, you order may not be successfully processed. If you continue to have errors and are using PayPal, please consider using a credit card instead. If you are unsure whether your order went through, check your e-mail to see if you received a receipt. If not, please contact us and we will look into the issue for you.

Shipping & Tracking

Ready to ship in 2-5 business days

We ship our items worldwide.

Please be sure your address is correct. Please also allow 15-30 days to delivery. 

Most items are shipped US First Class Mail Including international customers. In some cases the item will be shipped US priority mail.

Note:

- Tracking Services are not available in some countries.

- Please be aware that many countries impose a customs tax or some sort of duty tax on incoming freight and packages. We are not responsible and cannot be held accountable for these costs.

- Please allow a reasonable amount of time for delivery. It is not unusual for International orders to take several weeks.​

PO Boxes & APO Addresses - We ARE able to ship to PO Boxes and APO addresses using our $7.95 Flat Rate shipping method. Please make sure to select this shipping method and enter all the details needed to deliver the item(s) using this method (box number, military routing information, etc.).

Tracking Your Order - Once your order has been shipped, you will receive an e-mail with your tracking information. Your tracking information can also be found by logging into your account and clicking the "Order history" tab.

Returns

We want to make sure that you have the best experience possible. If something isn't right with your order, please contact us and we'll do our best to fix it for you. Please review our Return Policy below and feel free to contact us with any questions you might have.

Items are eligible for return if:

  • All items are un-worn, un-washed, un-altered and have the original tags still attached.
  • Items are received within 30 days from the original purchase date

Credit will be issued in the form of store credit only. If your return does not meet the above criteria, do NOT attempt to return it, as it will be rejected by our returns department.

Also, we suggest that you send items back using USPS, UPS or FedEx along with a tracking number. We are not responsible for items that are lost while in-transit to us.

To Return an Item via Mail - Review the criteria above and make sure that the item(s) are eligible for a return, fill out our Return Policy and Form and include the bottom half on the outside of your package and ship to:

Once we receive your item(s), they will processed within 1-3 business days at which time you will be issued a store credit for the price of the item and any applicable taxes. You will receive an email with a store credit code, which can be applied at checkout.  To recover a lost store credit code or to check the balance of a store credit click here. Shipping charges are non-refundable.

Gift Cards

Purchasing Gift Cards - Gift cards can be purchased online by clicking here, purchase over the phone by calling 888-209-1922. Gift cards that are purchased online or over the phone are mailed via UPS to the recipient.

Redeeming Gift Cards - You can redeem your gift card online, over the phone or in our retail store. To redeem online, select the "Gift Card" payment method at checkout and enter your 19-digit gift card number found on the back of your card.

If you need assistance with your gift card, please contact us and we'll be more than happy to help you!

Sizing

Mermaid Venom is a retailer for modern women's clothing, so sizes generally run smaller than a traditional chart. However, each brand and style fits differently. To get an idea of the fit, each product description will list what sizes each unique product will fit. If you have specific sizing questions, feel free to use our Facebook Messenger feature to chat with a Stylist or shoot us an e-mail. We are happy to help! Blessed be.