FAQ

Using the Site

How do I log in?

New users should click on the ‘Never provisioned online? Register Now!’ link where you will create an account using a valid email address and password. In the ‘My Vacations’ section of your account, you should add a holiday, providing your contract ID. Registered customers should log in using their email address and password. If you have more than one contract with us, you will then have the option to select the contract ID that you would like to add provisioning to.

I can’t log in, what should I do?

Please check that your login details are correct (remember your password is case sensitive). If you have forgotten your login details please follow the ‘Forgot your password?’ link and follow the instructions on your screen.

How do I navigate the site?

The products are listed by packages and by à la carte selection. Within à la carte, the products are listed by category. To find a specific product, simply type the name of the product you are looking for into the search box and we will display the nearest matching products or offer possible alternatives.

Why do I need to change my settings to allow cookies?

Cookies allow us to identify your computer but not you personally. We use cookies to help personalize your shopping experience, to remember your shopping cart and help analyze web traffic to enable us to improve your shopping experience.

Product Offering

Do you offer substitutions if the correct item is not in stock?

Your order is picked by hand on the day of delivery, so it is possible that not all the products you have ordered will be available at this time. We reserve the right to substitute products, however, where possible, stock shortages will be recognised prior to your departure date and you will be contacted in advance for your preference of alternatives.

Do you carry brand names?

Yes and we will always do our best to ensure that the branded products are available at the resort on the day. However, we reserve the right to substitute branded products with an equivalent alternative without notice where this proves necessary.

Placing My Order

How do I amend items in/remove items from my cart?

Click the ‘Manage items’ link at the top right of the screen. This will display all the items you have in your cart and the quantity of each item. You can edit the item quantity in the box provided or click the ‘Delete’ checkbox to remove the item from your cart completely. Click the ‘Save notes and update quantities’ button at the bottom of the page to refresh the items in your cart.

How do I view my order history?

Click on the ‘My Account’ link at the top left of the screen. You will see a tab for ‘My Orders’, which will display any previous orders relating to your account.

How is my order confirmed? Do I get a receipt?

Once you have checked out, you will be directed to a confirmation page displaying a summary of your order. This will detail all products, quantities and guide prices relating to your order. You will also receive a confirmation email with this information. We advise that you print this confirmation and retain it for your own records.

Can I add to/cancel an existing order?

You can add to an existing order up to the order cutoff date by logging in to your online account and providing the contract ID for your trip. If you have any concerns or queries relating to your order or you would like to cancel an existing order please contact our customer care team at:

Is there a cutoff date for ordering?

Orders must be placed in advanced prior to departure to ensure there is enough time for the order to be processed, picked and delivered to your boat.

Bases/Destinations Cutoff Time
Caribbean Bases
British Virgin Islands 1 Day
Abacos 6 Days
St. Martin 7 Days
St. Lucia 1 Day
Antigua 6 Days
Grenada 6 Days
Belize 6 Days
Mediterranean Bases
Dubrovnik 7 Days
Agana 3 Days
Corfu 6 Days
Athens 6 Days
Lefkas 7 Days
Palma 2 Days
Cannigione 7 Days
Procida 7 Days
Portorosa 7 Days
Asia / South Pacific Bases
Seychelles 7 Days
Phuket 6 Days
Tahiti 6 Days
Tonga 7 Days

 

Payment

What credit card/debit cards do you accept for payment?

We accept the following method of payment: Visa, Mastercard and American Express. We regret that we cannot accept Discover or Diners Club cards.

Do you accept the Electronic Benefits Transfer (EBT) card?

Unfortunately we do not currently accept Electronic Benefits Transfer as a method of payment.

What do you do with my information? What is your privacy/security policy?

We have taken all reasonable steps to have in place appropriate security measures to protect your information. However, for the purpose of providing you with our services, we may disclose your information to our service providers. We may also disclose your information to companies who act as “data processors” on our behalf. In order for you to travel overseas, it may be necessary to disclose your information for immigration, security and anti-terrorism purposes.

We may contact you from time to time with information on offers of goods and services, brochures, new products or forthcoming events or competitions. 
For full information on our privacy policies, please visit moorings.com/legals/privacy.

Are your payments PCI compliant?

We are now able to offer our customers more secure, PCI compliant payment processing.

Delivery

How is my shopping picked and packed?

Your shopping is carefully selected and packed the day you arrive to ensure your produce is fresh and of the highest quality. It is then delivered directly to your boat where all fresh produce is stored in the sink, dry goods/beverages will be in the saloon, and cold items in the refrigerator ready for your arrival.

Can I return unused/unopened items? Is there a returns policy?

We do not currently have a returns policy and all purchases are final. We regret that we do not offer refunds on leftover items.