Frequently Asked Questions

Welcome to our Shore Excursioneer "Frequently Asked Questions". You will find the most commonly asked questions and answers. To get started, just type a keyword about your question. If there are no matches, try to browse below as many are listed. If you experience any kind of problem, please remember that you can always reach us via our Toll Free line or on Live Chat.

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Popular Questions
Where do I meet my shore excursion guide in the cruise port of call?
All information about meeting your excursion guide will be detailed on the electronic shore excursion ticket (ETicket) we send you with your booking confirmation. You can also download a copy of your ticket to your mobile device on our... Read More
All information about meeting your excursion guide will be detailed on the electronic shore excursion ticket (ETicket) we send you with your booking confirmation. You can also download a copy of your ticket to your mobile device on our Shore Excursioneer App. Some excursions include pickup from the cruise ship pier and some may require a short walk or taxi ride to the shore excursion or activity location. Getting your Eticket confirmation may take from a few minutes up to a maximum of 48 hours. If you have any questions about your excursion booking, please contact us at contact@shoreexcursoneer.com or connect via our Live Chat service.
Do I need a PayPal account to book a shore excursion?
By booking your shore excursions with Shore Excursioneer, your online payment is protected by the latest and highest standards in the E-commerce industry. Our online payment processor is PayPal, however having or creating a... Read More
By booking your shore excursions with Shore Excursioneer, your online payment is protected by the latest and highest standards in the E-commerce industry. Our online payment processor is PayPal, however having or creating a PayPal account is not necessary and you may use any major credit or debit card as well as of course an existing PayPal account to book your excursions with us.
To book certain excursions, only a deposit is required. Can I pay the balance now?
Some shore excursions or activities require full payment at the time of booking while others only accept a deposit to reserve your spot. If your excursion requires a deposit only, the balance must be paid on-site to our local partner and... Read More
Some shore excursions or activities require full payment at the time of booking while others only accept a deposit to reserve your spot. If your excursion requires a deposit only, the balance must be paid on-site to our local partner and cannot be paid in advance. This is to ensure the absolute best pricing for your excursions, tours and activities in your cruise port of call. If you want to know the available balance payment method for a specific excursion, just contact us at contact@shoreexcursoneer.com or connect via our Live Chat service.
What if the excursion returns late? Is there a risk to miss the ship?
While there may always be a chance, you are working with the best of the best in the shore excursions business. In the last 12 years, it happened only once, so we can say that you are 99.99% sure not to miss your cruise ship while on one of... Read More
While there may always be a chance, you are working with the best of the best in the shore excursions business. In the last 12 years, it happened only once, so we can say that you are 99.99% sure not to miss your cruise ship while on one of our excursions. Furthermore, you are protected by our Back to Ship Assurance, visit our Worry Free Policy section for more information.
How much in advance should I book my shore excursions and cruise port activities?
Some of our shore excursions, tours and activities have limited capacity and may sell out well in advance. Therefore, we recommend booking your excursions at your earliest convenience. Our Last-Minute Cancellation Assurance will... Read More
Some of our shore excursions, tours and activities have limited capacity and may sell out well in advance. Therefore, we recommend booking your excursions at your earliest convenience. Our Last-Minute Cancellation Assurance will protect you until the last possible moment so you don’t lose out on great experiences in your cruise port!
What is the difference between “Ship Time” and “Local Time”?
Some cruise ships travel through different time zones and although most ships do change their clocks onboard accordingly, others remain on the time of the departure cruise port, also called homeports or Ports of Call. Our shore... Read More
Some cruise ships travel through different time zones and although most ships do change their clocks onboard accordingly, others remain on the time of the departure cruise port, also called homeports or Ports of Call. Our shore excursions and activities departure times are listed with the local port time, not in ship\'s time. Some local port and ships time are the same. All bookings with Shore Excursioneer are personally double-checked by our excursions specialists in the Reservations Department and we will contact you in case adjustments are required. If you have any questions related to cruise ship’s time vs. port local time, just send us an email to contact@shoreexcursoneer.com.
Can I book more than one Excursion or Activity for my Cruise Itinerary?
Yes, absolutely. In fact, most of our customers book our Excursion Packages for all their ports and taking advantage of the additional Multi Excursion Discount (MED) offered for participating excursions. After adding your first excursion... Read More
Yes, absolutely. In fact, most of our customers book our Excursion Packages for all their ports and taking advantage of the additional Multi Excursion Discount (MED) offered for participating excursions. After adding your first excursion or activity to your Shopping Cart, simply click on “Continue Shopping” and take a look at the other Ports of Call to add more shore excursions to your same cart. You will then see the MED discount automatically applied and deducted in your Shopping Cart for the applicable cruise shore excursions, activities and tours.
How do I choose the best shore excursion or activity?
To select the best shore excursion or activity from over 1251 of our hand-picked excursions, chose from the following options available on our homepage: Use our “Get Started with your Excursions!” tool on our homepage and enter... Read More
To select the best shore excursion or activity from over 1251 of our hand-picked excursions, chose from the following options available on our homepage: Use our “Get Started with your Excursions!” tool on our homepage and enter your cruise itinerary (recommended!) or search by each of your Ports of Call that your cruise ship will be visiting. You can also search for excursions by Regions (countries and geographical areas such as Mexico, Hawaii, etc.) or Cruise Destinations such as the Caribbean, Alaska, etc. You can also use our Keyword Search tool and enter an activity, port, region, etc.
Why should I book with Shore Excursioneer?
Beyond our amazing prices, discounts, coupons and promotions, for more than 12 years we have made it our mission to get you the best Shore Excursion, Tour or Activity. How can we do that? We have an incredible Help Center Team... Read More
Beyond our amazing prices, discounts, coupons and promotions, for more than 12 years we have made it our mission to get you the best Shore Excursion, Tour or Activity. How can we do that? We have an incredible Help Center Team and a Development Team, who work together to ensure your experience be unforgettable. We are a young company with a lot of experience and know that situations can happen and the best way to fix them, hear complains and resolve them. More than 61937 satisfied user reviews can’t be wrong! Give us the opportunity to show you what can we do for you. Regards from the entire Shore Excursioneer Team. Also, make sure to check out our Shore Excursioneer Reviews!
How do I log into my account?
Logging into your Shore Excursioneer account is very simple and will take just few seconds. First, click the “Account” button located at the right-top of the page. Then click on the “Login” button. A small window will pop up. Please fill the... Read More
Logging into your Shore Excursioneer account is very simple and will take just few seconds. First, click the “Account” button located at the right-top of the page. Then click on the “Login” button. A small window will pop up. Please fill the user input fields (your email and password) and then click the “Login” button. If you have any issues with your account or can’t log in, don’t hesitate to contact us at contact@shoreexcursoneer.com or connect with one of our shore excursion experts via our Live Chat and where we will be happy to assist you.
How do I make changes to my shore excursion bookings?
Please contact us to make changes to your current activity or/and shore excursion bookings: contact@shoreexcursoneer.com or at reservations@shoreexcursioneer.com. It’s important to note that some... Read More
Please contact us to make changes to your current activity or/and shore excursion bookings: contact@shoreexcursoneer.com or at reservations@shoreexcursioneer.com. It’s important to note that some changes are subject to restrictions but we will do our best to accommodate your request. For more information please read our Terms and Conditions.
How do I cancel my booking?
To be eligible for a refund, all bookings must be canceled within the stipulated can cancellation deadline unique for each excursion. To cancel your excursion booking, please email us at reservations@shoreexcursioneer.com. For more... Read More
To be eligible for a refund, all bookings must be canceled within the stipulated can cancellation deadline unique for each excursion. To cancel your excursion booking, please email us at reservations@shoreexcursioneer.com. For more information please read our Terms and Conditions.
How do I get my electronic shore excursion ticket (ETicket)?
When we receive your Excursion booking, one of our cruise excursions specialists will double-check all your information and request availability with our local partner. Once availability is confirmed, you can access your Electronic Shore... Read More
When we receive your Excursion booking, one of our cruise excursions specialists will double-check all your information and request availability with our local partner. Once availability is confirmed, you can access your Electronic Shore Excursion Ticket (ETicket) in our Shore Excursioneer App and receive it via the email you provided. Please take note that some shore excursions or activities require a printed ticket. In case we have questions or request adjustments are required, we will contact you (via email or phone). If you require immediate assistance, please call us at our toll-free number +1-866-317-2999 or local Cozumel Mexico office ++52-987-869-1662 (English speaking of course) or connect with one of our shore excursions specialists via our Live Chat service. Our customer service office hours are: Monday to Friday - 8 AM to 9 PM, Saturdays and Sundays - 8 AM to 4 PM.
Checkout and Payment
How does my booking payment appear on my account statement?
Your shore excursion booking with Shore Excursioneer will appear as the following on your credit, debit, PayPal account or bank account statement. Card Statement Name: “EXCURSIONS”, Extended Card Statement Name: “SHORE... Read More
Your shore excursion booking with Shore Excursioneer will appear as the following on your credit, debit, PayPal account or bank account statement. Card Statement Name: “EXCURSIONS”, Extended Card Statement Name: “SHORE EXURSIONEER (EXCURSIONEER)”.
Confirmation and Electronic Tickets
Do I need to print my electronic shore excursion ticket (ETicket)?
You may print your electronic shore excursion ticket (ETicket) or take it with you on your mobile device by downloading our Shore Excursioneer App. Exceptions will be noted on your ETicket if a printed copy is required. You may not have... Read More
You may print your electronic shore excursion ticket (ETicket) or take it with you on your mobile device by downloading our Shore Excursioneer App. Exceptions will be noted on your ETicket if a printed copy is required. You may not have data service or a wireless signal at the port, so we recommend that you download our Shore Excursioneer App and access your ETickets to have it handy.
Changes and Cancellations & Refunds
Can I reverse a payment error?
If you made a payment by error, please send us an email to reservations@shoreexcursioneer.com and we will process the request right away. Please DO NOT file a complaint or chargeback with PayPal if something... Read More
If you made a payment by error, please send us an email to reservations@shoreexcursioneer.com and we will process the request right away. Please DO NOT file a complaint or chargeback with PayPal if something went wrong as this may result in an additional charge of up to $100.00 USD to you and the funds may blocked by PayPal for 60+ days. Once a complaint or chargeback is filed, we can no longer access the funds or issue a refund (out of our hands). Just let us know by email and we will work on it right away.
Checkout and Payment
Can I pay for my shore excursions with an E-Check?
Yes, we accept E-Checks through PayPal, however we can only process your excursion booking once the E-Check has cleared. If your excursion date is sooner than when your E-Check will clear, we will contact you regarding... Read More
Yes, we accept E-Checks through PayPal, however we can only process your excursion booking once the E-Check has cleared. If your excursion date is sooner than when your E-Check will clear, we will contact you regarding another form of payment and refund the E-Check when it does clear.
Is my personal information and privacy protected while booking my excursions with Shore Excursioneer?
The entire booking process (in fact our entire website) is secured by Secure Connection (https) Secure Sockets Layer Security Certificate, SSL. All your data is securely stored on our server and not disclosed to any third party,... Read More
The entire booking process (in fact our entire website) is secured by Secure Connection (https) Secure Sockets Layer Security Certificate, SSL. All your data is securely stored on our server and not disclosed to any third party, for more information, please visit our Privacy Policy page.
What is the currency used on the Shore Excursioneer website?
All shore excursions, tours and activities prices on our website are in United States Dollars (USD).
All shore excursions, tours and activities prices on our website are in United States Dollars (USD).
What if there is a change with pricing or excursion details?
Prices on our website are constantly updated to ensure the best available shore excursion and activity prices. Price increases can happen without prior notice. If there is a price change for any excursions in your Shopping Cart... Read More
Prices on our website are constantly updated to ensure the best available shore excursion and activity prices. Price increases can happen without prior notice. If there is a price change for any excursions in your Shopping Cart and you have not checked out, the cart and prices will be updated immediately. The same applies to temporary promotions and discounts. Details of excursions such as durations, departure times, inclusions, etc. are also continuously evolving and updates can be made without prior notice. If you are already booked, updates will be sent to you by email along with an updated electronic excursion ticket (ETicket) if applicable.
Changes and Cancellations & Refunds
How can I get a refund?
For refund requests, please send us an Email to reservations@shoreexcursioneer.com with all your details and information. Prior to sending us a refund request, please read the excursion’s individual... Read More
For refund requests, please send us an Email to reservations@shoreexcursioneer.com with all your details and information. Prior to sending us a refund request, please read the excursion’s individual cancellation policy as well as our Terms and Conditions. All requests must be sent by the guest within 14 days of the excursion date. Unfortunately, we cannot process refund requests over the phone. Refunds are processed within 7 days of filing. Please DO NOT file a complaint or chargeback if something went wrong as this may result in an additional charge of up to $100.00 USD to you and the funds blocked for 60+ days by PayPal. Once a complaint or chargeback is filed with PayPal, we can no longer access the funds or issue a refund (out of our hands). Just let us know by email and we will work on it right away.
What to do if something went wrong?
In our business, we strongly depend on our local operators who organize our shore excursions and activities in more than 110 Ports of Call and 29 Regions. Sometimes a thing can go wrong and if it does, we strongly encourage you to contact... Read More
In our business, we strongly depend on our local operators who organize our shore excursions and activities in more than 110 Ports of Call and 29 Regions. Sometimes a thing can go wrong and if it does, we strongly encourage you to contact us so we can work it out and try to make it right. Therefore, we urge you NOT TO file a complaint or chargeback with PayPal as this may result in an additional charge to you of up to $100.00 USD and the funds blocked for 60+ days. Once a complaint or chargeback is filed, we can no longer refund (out of our hands). Just let us know by email and we will work on it right away.
Booking Assistance
Where can I get help and information?
There are several ways to contact us if you need assistance. We have a Frequently Asked Questions section where the most common doubts or questions are answered. If you can’t find the answer you need please Contact us,... Read More
There are several ways to contact us if you need assistance. We have a Frequently Asked Questions section where the most common doubts or questions are answered. If you can’t find the answer you need please Contact us, If you prefer to speak to someone in person, you may call us Toll Free. If all lines are busy, you may schedule a Callback and we will call/contact you as soon as possible. From our website, you can also activate Live Chat to chat with one of our shore excursions experts. New and alternatively, you can also chat with us via our WhatsApp mobile service. Our excursions team can be reached during office hours: Monday to Friday - 8 AM to 9 PM, Saturdays and Sundays - 8 AM to 4 PM.
While on the Excursion
Will my guide speak my language?
All our cruise shore excursions and activities are offered in English and some excursions have options for other languages. Please check on the individual excursion webpage. If you require a language that is not listed,... Read More
All our cruise shore excursions and activities are offered in English and some excursions have options for other languages. Please check on the individual excursion webpage. If you require a language that is not listed, please contact us and we will follow up with you if it is available and if there is an additional cost.
After your Excursion Experience
Where can I leave my reviews about Shore Excursioneer and the excursions and activities I experienced?
Your shore excursion reviews and opinions are very important to us and our local partners. You are more than welcome to use the following review pages and sources to share your experience: Facebook, Google Plus, Shore Excursioneer Reviews.
Your shore excursion reviews and opinions are very important to us and our local partners. You are more than welcome to use the following review pages and sources to share your experience: Facebook, Google Plus, Shore Excursioneer Reviews.
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