Cruise Returns

POST CRUISE CUSTOMER CARE

CUSTOMER SERVICE RETURN POLICY AND INSTRUCTIONS

Need help after your recent spa experience at sea? Marina, our virtual spa concierge, is here to guide you through the next step.

Whether you have a question about a product purchased onboard, a home delivery order, a return, a missing item, or a service you received during your cruise, Marina can help collect the right details and route your request to our customer care team.

Simply share a few details from your sailing, and Marina will take it from there.

FREQUENTLY ASKED QUESTIONS

 

FREQUENTLY ASKED QUESTIONS

Q: WHAT IS THE RETURN POLICY FOR MY PRODUCTS PURCHASE ON MY RECENT CRUISE?

A: We offer a 60-day money-back guarantee on eligible onboard spa purchases.

  • 0–60 days: Refund available.

Please note, shipping charges are non-refundable. Unauthorized returns received after 60 days may be discarded.

Q: HOW CAN I SUBMIT A RETURN REQUEST?

A: You can submit your request through Marina, our post-cruise spa concierge. She’ll help gather the details needed so our customer care team can review and support your request.

Q: HOW DO I RETURN MY PACKAGE?

A: Once your return request is approved, you’ll receive a return authorization number, also known as an RMA, along with return instructions by email.

Please include the RMA number inside your package and on the return label. We recommend shipping your return with a traceable carrier.

EXCHANGES

Q: I HAVE THE INCORRECT ITEM HOW CAN I EXCHANGE IT?

A: We’re sorry for the mix-up. Please connect with Marina so she can help create a support ticket for our customer care team.

To help us assist you faster, please have the following details ready:

  • Name
  • Cruise line
  • Cruise ship
  • Cabin number
  • Sailing date
  • Mailing address
  • Phone number

Once submitted, our customer care team will follow up with next steps.

MISSING ITEMS

Q: HOW DO I OBTAIN MY ITEM(S) I DID NOT RECEIVE WHILE ONBOARD MY CRUISE?

A: We’re sincerely sorry for the inconvenience. Please connect with Marina so we can look into your missing item and help route your request to the right team.

To help us locate your purchase, please have the following details ready:

  • Name
  • Cruise line
  • Cruise ship
  • Cabin number
  • Sailing date
  • Mailing address
  • Phone number

HOME DELIVERY ORDER

Q: HOW DO I CHECK THE STATUS OF AN ORDER I HAVE PLACED WHILE ONBOARD MY CRUISE?

A: Marina can help collect your sailing and order details so our team can look into the status of your home delivery order.

Please have the following details ready:

  • Name
  • Cruise line
  • Cruise ship
  • Cabin number
  • Sailing date
  • Mailing address
  • Phone number

Q: WHEN WILL I RECEIVE MY HOME DELIVERY ORDER?

A: Home delivery orders are processed at the end of your cruise and typically arrive within 10 business days.

Q: HOW CAN I CANCEL MY HOME DELIVERY ORDER?

A: Please connect with Marina as soon as possible. She’ll help collect the details needed for our customer care team to review your request.

Please note that cancellation requests may depend on the status of your order.

Q: I RETURNED MY CRUISE OR HOME DELIVERY PURCHASE, HOW CAN I OBTAIN THE STATUS OF MY REFUND?

A: Marina can help collect your return details and route your refund status request to our customer care team.

To help us locate your return, please have the following details ready:

  • Name
  • Cruise line
  • Cruise ship
  • Cabin number
  • Sailing date
  • Mailing address
  • Phone number

Q: I NEED MORE INFORMATION ON A PRODUCT I PURCHASED ON MY RECENT CRUISE?

A: You can view additional product details anytime at timetospa.com.

For extra support, Marina can also help guide you to the right product information or route your question to our team.

ONBOARD SERVICES

Q: I HAVE A QUESTION OR CONCERN IN REGARDS TO A SERVICE I RECEIVED ONBOARD MY RECENT CRUISE, WHO CAN I CONTACT?

A: We’re happy to help. Please connect with Marina and share a few details about your recent spa experience so your request can be routed to the right support team.

FITNESS INFORMATION 

Q: I HAVE QUESTIONS FOR MY ONBOARD FITNESS COACH, HOW DO I CONTACT THEM?

A: Please connect with Marina for support. You may also visit the My Wellness Coach page here:

https://timetospa.com/pages/my-wellness-coach

DISCOUNTS

Q: DO YOU OFFER PRICE ADJUSTMENTS?

A: No. We sell exclusively onboard, in our spas, and online at timetospa.com. Products on third‑party sites are not affiliated with us and may be damaged or expired.