FAQ (Frequently Asked Questions)

If book a group tour online, is my booking automatically confirmed?
Yes the booking is automatically confirmed. You will receive a ticket which is your booking confirmation.

My tour date looks available on the website, but when I click on the calendar the tour shows as sold out, what is wrong?
Try clicking the dropdown to see if there are additional departure timings on the same date.

Your tour is sold out – can I join a waiting list?
Yes, you can join by following the booking process on the website. Note that we will only contact you if seats become available and we reserve the right to choose who gets in from the waiting list, in order to fill as many seats as possible.

Are there often seats available at the dock?
Sometimes, but we turn away more last-minute customers than we accept. We always recommend booking seats as soon as you decide.

If I book a private tour online is my booking automatically confirmed?
No, we are currently processing all private tours as booking requests subject to manual confirmation. 

Can payments be split between participants?
Final balance payments can be split anyhow you like, but we first require a single deposit from the tour leader to confirm a private tour booking. 

What is your cancellation policy for group tours?
The initial 10% deposit is considered non-refundable in most circumstances. See more here: https://arcticshorex.com/booking-info/ 

Do I get a refund if the ship does not dock?
We will issue a full refund if the ship does not dock at the harbour due to weather conditions, itinerary changes, or other unforeseen circumstances.

Do you offer a discount for multiple tour bookings?
No, we prefer pricing all our tours as competitively as possible instead.

The credit card payment page is not working, what went wrong?
Very rarely is there a problem with the payment page itself. The most common error message is “Not authorized” which means that your bank or card provider is not approving the transaction and you need to contact them for details.
Our payment provider is Flywire and they should be able to support you with any problems during the check out process.
If you want us to look into what went wrong during the payment process then please share the error message you get (a screenshot is best) so that we are able to help.

Where will we be picked up for our tours?
Group Tours : The meeting instructions will be mentioned on the ticket.

Private Tours : You will meet your guide holding a sign with your name on it once you are off the ship. We can also arrange pick ups and drop offs from your hotel.

What if I’m late for my pickup?
If you know you will be running late, please contact your guide on the number provided to you, as soon as possible.

What if I’m late for my group tour departure?
We leave our departure location at the scheduled tour departure time. If you are not there we will unfortunately leave you behind. No refunds are available if you do not show up on your booked tour.

Do you provide car seats for children?
Yes, we do provide car seats and booster seats for children. Kindly let us know the height and weight of your children while booking and we will be happy to arrange this for you.

What do I wear on tour?
Iceland is a place with very unstable weather so you can expect anything at any time. Warm, wind- and waterproof clothing is recommended.

Are there food and restroom stops on tour?
Group Tours : We do have restroom stops along the way. Lunch and snacks are not included in any of the group tours unless mentioned on the tour information page.

Private Tours : Since the private tours are fully customisable, we can have frequent restroom stops and also include a stop to grab some food and refreshments.

How long will I take to disembark and then board my ship?
We recommend having an hour to disembark from the ship if the ship is docked. If your ship is anchoring, we recommend having 1.5hrs to reach the dock via the tender boats. The same applies for boarding your ship after a tour.

What is your cancellation policy?
Group Tours : You can view the cancellation policy on the website while booking the respective tours.

Private Tours :
– 30% of the tour price is non-refundable from the date of booking. 
– Further 70% of the tour price is non-refundable if cancelled within 2 weeks of departure date.
– We will issue a full refund if the ship does not dock at the harbour due to weather conditions, itinerary changes, or other unforeseen circumstances.