Ship & PlayReviews of shipplay.com

Response from Ship & PlayOct 6, 2026

Mr. Pettigrew, Good morning, and thank you for reviewing your recent Ship&Play experience. Having looked into your order, we sincerely apologize for the issues you encountered, including the delayed outbound delivery, the missed return collection, and the damage to your bag in transit. Your damage claims were approved immediately for the full reimbursement amounts submitted, and we upgraded your return shipment to ensure it still delivered by the original return commit date. That said, we understand this doesn't make up for the inconvenience of the delay, having to file a claim, or the concern caused by a missed return collection. A member of our management team will contact you directly to discuss your experience, provide clarity on what occurred, and talk through appropriate compensation. Situations like this are by no means common, but when they do happen, we take pride in ensuring the resolution fits the experience. Thank you in advance for your time. We look forward to speaking with you and making this right.

Response from Ship & PlaySep 21, 2026

MH, Good morning and thank you for reviewing your recent experience. We are sorry to hear your experience did not feel convenient for you. To clarify the pickup process, our standard collection window is from 9:00 am - 6:00 pm local time, but customers do not need to be present at the time of pickup. You are welcome to leave your packaged and labeled shipment in the designated shipping area at your origination at your discretion, and our carrier will collect your bag without you being present. If you prefer a shorter pickup window, we do offer a 1 hour collection window for a $100 fee, which also includes complimentary labeling of your shipments. In this instance, after speaking with us the day prior to your pickup, you opted to drop the bag off at FedEx directly, and we are glad your shipment delivered ahead of schedule. We regret to hear your suitcase arrived dirty. This is the first we have been made aware of this, so a member of our Claims Team will be reaching out to you directly to see if you would like assistance filing a claim. We appreciate you taking the time to share your feedback, and look forward to speaking with you to ensure your satisfaction. Thank you in advance for your time.

Response from Ship & PlayAug 31, 2026

Ms. Dobson, Good morning, and thank you for sharing your recent Ship&Play experience. We're pleased the shipment delivered as planned on both legs of your round trip cruise shipment. That said, we sincerely apologize to hear the suitcase was damaged in transit. Receiving a shipment damaged is by no means typical, but when it does occur, we pride ourselves on a simple, quick, and easy claims process. Looking into this, it appears your initial submission wasn't received, which understandably caused some confusion. This was through no fault of your own, and we sincerely apologize for the trouble it caused. A member of our Claims Team will be reaching out directly today to make sure your claim receives the attention it deserves, and ensure a timely and full resolution. We look forward to speaking with you, ensuring proper reimbursement, and earning back your trust and confidence in our service. Thank you in advance for your time, and for bringing this to our attention.

Response from Ship & PlayJun 17, 2026

Hi Patricia, Thank you for your review. We're sorry to hear about the delay and understand how frustrating it can be when a shipment does not arrive as expected. While we recognize that you may have traveled with CBD lotion in the past without issue, our prohibited items guidelines do not permit toiletries, such as lotions, to be shipped inside your shipment. Additionally, all international shipments are subject to customs inspections, and prohibited contents can result in delays, holds, or other delivery complications beyond our control. We appreciate your feedback and understand your disappointment with this experience. Our team remains committed to providing clear shipping guidelines to help avoid issues during transit and customs clearance.

Response from Ship & PlayJun 17, 2026

Mr. Slipsager, Good morning, and thank you for reviewing your recent Ship&Play two-bag round-trip shipping experience. We sincerely apologize for the impact caused by the delay of one of your outbound shipments. Unfortunately, the delay occurred because the shipping label became detached while the bag was in transit. While our team was able to quickly identify and resolve the issue, this did lead to a delivery delay, and we understand the inconvenience it caused during your trip. This is not a common occurrence and is not representative of the experience we strive to provide. To help make things right, we refunded the delayed shipment in full, reimbursed you for the golf-related purchases you needed to make while awaiting delivery, and remained in regular communication throughout the resolution process. While we recognize that these efforts did not eliminate the disruption to your travel plans, please know our team worked diligently to resolve the situation as quickly as possible. If you would like to discuss the matter further, we can be reached by call or text at 855-792-7529 or by email at [email protected]. We appreciate your business and hope to have the opportunity to assist you again in the future.

Response from Ship & PlayJun 3, 2026

Alesha, Good morning, and thank you for reviewing your recent Ship&Play experience. We’re pleased to see your shipments were delivered ahead of schedule to your destination. With that said, we’re very sorry to hear the about the damage to your travel bag/case. Since this is the first time the damage has been reported to our team, a member of our Claims Team will be reaching out directly to assist you with filing a damage reimbursement claim. Please know that all Ship&Play shipments include complimentary insurance coverage, so you are protected in situations like this. While damage in transit is uncommon, the insurance coverage is in place to provide peace of mind in the rare event something does occur during transit. Please be on the lookout for outreach from our team. We appreciate your time and look forward to resolving this matter and helping replace the damaged item at no additional cost to you. Thank you again for choosing Ship&Play.

Response from Ship & PlayMay 4, 2026

Lucky, Good morning, and thank you for reviewing your recent Ship&Play shipment. Our records show your bag was delivered to your destination on April 17th at 10:04 AM. Up until Saturday, May 2nd, we had not received any indication for you that the shipment had not been received. We understand you reached out over the weekend, and our team responded with GPS coordinates and additional delivery details. When you have a moment, please reply to that email to confirm whether the shipment is currently in your possession. In the meantime, our team will also attempt to follow up with you directly to ensure this is fully resolved. We appreciate your time and look forward to assisting further.

Response from Ship & PlayJan 21, 2026

Max, Thank you for reviewing your recent Ship&Play experience. We are very pleased to see your (5) bag shipment was collected and delivered as scheduled. However, we do regret to hear that one of your boxes contained an espresso machine, air fryer, and pitcher, and those (3) items arrived damaged. As mentioned in several locations throughout our site, including on the page linked below, there are specific items that are considered prohibited from shipping. https://www.shipplay.com/how-to-pack-box The items you shipped fall into this prohibited category, as they are considered fragile items and/or electronics. These item types are also listed as prohibited in our Terms of Service. We do sincerely apologize if this information was not clear during the booking process. However, given the nature of these items and their status as prohibited, we are unable to approve a claim for the damages. If you would like to discuss this matter further, our team can be reached by calling or texting 855-792-7529, or by emailing [email protected]. We appreciate your feedback, and thank you for choosing Ship&Play.