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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 stand behind our products, which is why we offer a 30 day money back guarantee* for all onboard spa product purchases. Capillus returns are subjected to a 25% re-stocking fee. If you are not completely happy with your purchase, please visit the web site www.timetospa.com/theonboardspa to file your return electronically, or give us a call at 1.855.848.3059

30 DAYS FROM PURCHASE DATE

Return for a Refund* or a Store Credit**

(Free pre-paid return label available for store credit return.)

31-90 DAYS FROM PURCHASE DATE

Return for Store Credit**

* 100% Money Back Guarantee is not applicable on shipping charges.

** Store 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.

 

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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