CUSTOMER SERVICE RETURN POLICY AND INSTRUCTIONS

If you have recently debarked from a cruise ship and have any concerns pertaining to your spa experience or questions about your product purchase while onboard, please call 1-855-848-3059 or email postcruisecustomerservice@steinerleisure.com.

 

FREQUENTLY ASKED QUESTIONS

 

FREQUENTLY ASKED QUESTIONS

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

A: We would like you to be satisfied with your purchase. If you are not completely satisfied with your Onboard Spa by Steiner purchase for any reason, you may return the unopened or gently used product to us within 90 days of purchase with your original purchase receipt for a refund, exchange or store credit. Unopened products can be returned for an 85% refund (a 15% restocking/processing fee is charged). Products that have been opened or used can be returned for a 100% store credit. This credit can be used to purchase any of our skin care, body care, hair care and bath care products via our website at www.timetospa.com. A 100% refund can be issued for the returned products if you include a note from your doctor confirming an allergic reaction or recommendation to discontinue use of the products, or a photograph showing the reaction. We will provide a return authorization number as well as shipping instructions for your return package. Return shipping and handling charges are the customer’s responsibility.

 

Q: HOW CAN I SUBMIT A RETURN REQUEST?

A: To return a product purchased onboard a cruise ship, please submit your request on the Onboard Spa Cruise Returns page.

 

Q: HOW DO I RETURN MY PACKAGE?

A: When you send us your return package, please include the return authorization number that we have provided you. We suggest you ship via a traceable service to ensure delivery. Return instructions will be sent to you once your return request has been received and approved.

 

Exchanges

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

A: We are sorry to hear you received an incorrect item. Please contact our Customer Service department at postcruisecustomerservice@steinerleisure.com. Please provide your Name, Cruise Line, Cruise Ship, Cabin number, Date of sailing, Mailing Address and contact Phone number and we will assist you.

 

Missing Items

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

A: We are sorry to hear you are missing an item(s). Please contact our Customer Service department at postcruisecustomerservice@steinerleisure.com. Please provide your Name, Cruise Line, Cruise Ship, Cabin number, Date of sailing, Mailing Address and contact Phone number and we will assist you. Home Delivery Order

 

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

A: Please contact our Customer Service department at postcruisecustomerservice@steinerleisure.com. Please provide your Name, Cruise Line, Cruise Ship, Cabin number, Date of sailing, Mailing Address and contact Phone number and we will assist you.

 

Q: WHEN WILL I RECEIVE MY HOME DELIVERY ORDER?

A: Orders are processed at the end of your cruise and should arrive within 10 business days.

 

Q: HOW CAN I CANCEL MY HOME DELIVERY ORDER?

A: Please contact our Customer Service department at postcruisecustomerservice@steinerleisure.com. Please provide your Name, Cruise Line, Cruise Ship, Cabin number, Date of sailing, Mailing Address and contact Phone number and we will assist you. Refund Status

 

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

A: Please contact our Customer Service department at postcruisecustomerservice@steinerleisure.com. Please provide your Name, Cruise Line, Cruise Ship, Cabin number, Date of sailing, Mailing Address and contact Phone number and we will assist you. Product Information

 

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

A: You may view additional product information by visiting www.timetospa.com or contact 1-855-848-3059 to speak with a customer service representative.

 

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 are happy to assist you with your concerns, please feel free to contact 1-855-848-3059 for assistance. You may also email postcruisecustomerservice@steinerleisure.com for further instructions or assistance.

 

Fitness Information

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

A: We will gladly assist you, please contact our Customer Service department at 1-855-848-3059 for assistance or you may email us at mywellnesscoach@theonboardspa.com or postcruisecustomerservice@steinerleisure.com.

 

Discounts

Q: DO YOU OFFER PRICE ADJUSTMENTS?

A: We only have two avenues for selling of our products being, Direct sales onboard/in store and online via www.timetospa.com ONLY. Products sold on 3rd party websites are subject to damage, expiration or tampering which we have no association with.

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