Partner Training

Frequently Asked Questions

Answers to the most common questions from partners and guests. Use the search to find anything fast.

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Pricing & Rates
How much does it cost?
Cost varies by route and service level. Use the quote tool on your booking URL for a quick quote.
Travel Agents
Do you work with travel agents?
Yes. Ship&Play is the preferred supplier of Signature Travel Network and Virtuoso, as well as other consortiums and independent agencies.
Can travel agents earn commission with Ship&Play?
Yes. We have commission opportunities through our consortium partnerships and independent agencies. For questions or help getting set up, agents can contact our Travel Agent team at advisors@shipplay.com.
Booking & Process
How does a guest book?
Guests book online using 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 (855) 566-2085 or email concierge@shipplay.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 (855) 566-2085 or emailing concierge@shipplay.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 concierge@shipplay.com or call (855) 566-2085. We provide email templates, banner ads, print-ready collateral, digital signage, and social media content — all free of charge.
Can I access booking data for my guests?
Contact Brett Noll for reporting details and requests at brett@shipplay.com.
What if a guest contacts our call center about a Ship&Play booking?
Direct the guest to Ship&Play Concierge at (855) 566-2085 or concierge@shipplay.com. For tracking questions, the guest can also visit shipandplay.com/track with their tracking number.
Global Reach

Countries We Serve

Ship&Play supports luggage shipping to and from cruise ports in dozens of countries across North America, Europe, the Caribbean, Asia, and beyond. Our port agent network ensures seamless delivery wherever your guests sail.

United States Canada United Kingdom Australia Germany France Italy Spain Japan + many more
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