FAQ | Ship&Play Partner Portal

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Pricing & Rates

What does it cost to ship a bag?

Standard pricing: carry-on bags are $49.99, standard checked bags are $69.99, and oversized bags are $109.99 per bag. International shipments may carry a surcharge depending on the destination. Use our pricing guide for an exact figure.

Are there any hidden fees?

No. The price quoted at checkout is the final price. It includes carrier pickup, transit, delivery, and base insurance. Guests can optionally purchase additional insurance coverage.

Do guests pay airline baggage fees too?

No — Ship&Play ships independently of the airline. Guests pay Ship&Play's flat-rate pricing and avoid all airline baggage fees. For international guests, this often makes Ship&Play cheaper than the combined airline fees.

Is Ship&Play free for cruise line partners?

Yes. There is zero cost to the cruise line. Ship&Play earns revenue from guest bookings. Partners receive all marketing assets, support, and co-branded resources at no charge.

Can I get custom pricing for a high-volume partnership?

Yes. Enterprise pricing is available for partners with high booking volume. Contact your Ship&Play account manager or email partnerships@shipandplay.com.

Booking & Process

How does a guest book?

Guests book online at shipandplay.com or via your co-branded URL. They enter their sailing details, select bag types and quantities, and pay. Labels are emailed immediately after checkout.

How far in advance do guests need to book?

Domestic U.S. shipments: book at least 7 days before sail date. International shipments: book at least 14 days before sail date. Bags should be ready for carrier pickup 5–10 business days before sailing.

What is the co-branded URL?

Your co-branded URL is a custom landing page (e.g., shipandplay.com/yourcruiseline) that links guests directly to a booking flow pre-configured for your cruise line. It ensures attribution and may unlock partner-specific pricing.

Can guests modify or cancel a booking?

Yes. Guests can modify or cancel bookings through their account or by calling our Concierge team. Cancellations within 24 hours of scheduled pickup may incur a fee.

How does the Concierge booking path work?

Guests or partners call 1-800-555-0199 or email cruiseconcierge@shipandplay.com. A specialist manually builds the booking, provides a quote, and walks the guest through the process. Best for complex itineraries.

Shipping & Delivery

Which carriers does Ship&Play use?

Ship&Play works with FedEx, UPS, DHL, and 50+ regional carriers worldwide. The carrier is automatically selected based on the origin, destination, and service level. Guests always receive a tracking number.

When does the carrier pick up the bags?

Guests select their pickup date during checkout. The carrier will pick up from the home address on that date. Guests can also drop bags off at any FedEx or UPS location.

How are bags delivered to the ship?

Ship&Play coordinates with each port terminal to deliver bags directly to the embarkation area. Guests are not required to handle bags at the port — they go directly to the gangway or cabin, depending on the terminal.

What if a bag is delayed?

Guests receive real-time tracking alerts. If a shipment is delayed, our operations team proactively contacts the guest and works with the carrier to expedite. For active sail-date concerns, call Concierge immediately.

Can Ship&Play deliver to a hotel before the cruise?

Yes. If guests are staying at a pre-cruise hotel, we can deliver bags to the hotel. The guest must ensure the hotel is aware of the incoming shipment. Enter the hotel address as the delivery address during booking.

What about disembarkation shipments?

Guests can also book Ship&Play for the return trip — bags are collected from the port or left outside the cabin the night before disembarkation and shipped home. Book before the final sailing day.

Insurance & Claims

Is my bag insured?

Yes. Every shipment includes base insurance coverage. Guests can purchase additional coverage at checkout for higher-value items.

What is the claims process if a bag is lost or damaged?

Guests should report damage or loss immediately by calling 1-800-555-0199 or emailing cruiseconcierge@shipandplay.com. Claims are typically resolved within 10 business days. All claims require photos and a description of contents.

Are valuable items like jewelry covered?

Standard insurance does not cover currency, jewelry, or fragile artwork. Guests should keep high-value items in their carry-on. Additional specialty coverage may be available — contact Concierge.

For Partners

How do I request marketing assets?

Contact our Concierge team at cruiseconcierge@shipandplay.com or call 1-800-555-0199. We provide email templates, banner ads, print-ready collateral, digital signage, and social media content — all free of charge.

How do I set up a co-branded URL for my cruise line?

During onboarding, your Ship&Play account manager will configure and test your co-branded URL. If you need to add a new URL (e.g., for a new sub-brand), contact Concierge.

Can I access booking data for my guests?

Yes. Partners have access to the Ship&Play partner dashboard, which shows booking volumes, guest shipment statuses, and aggregated performance reports by sailing.

What if a guest contacts our call center about a Ship&Play booking?

Direct the guest to Ship&Play Concierge at 1-800-555-0199 or cruiseconcierge@shipandplay.com. For tracking questions, the guest can also visit shipandplay.com/track with their tracking number.

How are Grand Voyages and World Cruises handled differently?

These sailings receive white-glove Concierge coordination. Ship&Play proactively reaches out to registered guests, builds custom routing plans, and provides dedicated tracking support throughout the voyage.

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