customer J.
my luggage is lost and can not be found
my luggage is lost and can not be found
Response from Ship & PlayJan 9, 2026
Mr. Wellen, Good morning, and thank you for submitting a review for your current Ship&Play shipment. We sincerely apologize for the issues your shipment is experiencing. We can see our team has been in frequent communication with you, and we appreciate your continued patience as we work through this matter. As previously discussed, we are actively and diligently working to resolve this situation. While occurrences like this are not typical, when they do happen, they receive our highest priority. We are continuing to exhaust all efforts to locate your shipment within the carrier network. If the shipment cannot be located within the investigation timeline outlined to you, we will proceed with filing an insurance claim based on the value of the missing items, up to the coverage amount selected at the time of booking. We understand this is not ideal, and our ultimate goal remains to recover your luggage and return it to you as quickly as possible. A member of our team will reach out to you by phone today to further discuss this case and answer any additional questions you may have. Thank you again for your patience and understanding. We remain committed to resolving this matter as quickly as we can.