Policies and FAQ
CANCELLATION POLICY:
We understand things happen. Please read carefully to avoid charges. Urban Baby Club has a STRICT 72-hour cancellation policy for confirmed rentals. All cancellations made prior to 72 hours will be 100% refundable. Cancellations placed within 72 hours will be charged a 100% of total rental. This includes items turned away at time of delivery. Once we deliver items we do not refund for early return of rental items or items not used.
LAST MINUTE BOOKINGS: Made within 48 hours of arrival are subject to a rush order fee of $15.00.
1-2 day booking may also be subjected to a cleaning fee of $5-$7.
RENTAL WAIVER
All rentals must sign a waiver and agree to terms of use. The waiver can be viewed here or on our website.
DO YOU HAVE ANY DISCOUNTS?
YES! We do offer a few discounts. They are as follows:
Veterans, Military, First Responders and their dependants- 15%
Teachers, Nurses, Caregivers- 15%
Extended Stay discounts vary per item but generally are as follows:
15-21 days 10%
22-29 days 20%
30+ days 30%
WHERE DO YOU DELIVER?
We offer complimentary deliver and pick up with a minimum order of $50 to ~15 miles away from Los Angeles International Airport (LAX). If you are staying further, there will be a surcharge depending on proximity. We offer contactless delivery and pick up.
WHAT IS INCLUDED IN THE WHITE GLOVE DELIVERY SERVICE?
Our white glove delivery includes delivery, setup of most items (excluding car seats, safety gates and other baby-proofing items), and pickup at the completion of a reservation.
If a member from our team has to return to the property for any reason that is outside of our control, there will be an additional trip fee. Typically that fee is a one way delivery fee to your location.
Any additional delivery fees are determined by the distance and time from our location. We may have to contact you to adjust the delivery rate, if the wrong option is chosen by mistake.
IS THERE A MINIMUM RENTAL PERIOD?
Yes. As a general rule, we have a 3 day minimum rental period. If you return a product early, you will still be charged the full length of duration booked. If you are interested in shorter term for special occasions, please contact us directly so we can try to accommodate.
WHAT TYPE OF ITEMS DO YOU HAVE?
Our inventory includes trusted brand names such as UppaBaby, Bugaboo, Happiest Baby, Babyletto, Baby Bjorn, Nuna, Skip Hop and Lovevery. Items pictured on our website may vary in color and brand name, please be as specific as possible in your requests.
HOW FAR IN ADVANCE DO I NEED TO PLACE MY ORDER?
To ensure availability, it is suggested you place your order as soon as your travel plans are confirmed. Of course we understand that sometimes plans can not be made until the last minute so we do our best to accommodate your needs. Orders placed within 48 hours should be called in and are subject to a $15 rush order fee.
PLEASE NOTE OUR "BUSY SEASON" STARTS MID MARCH AND CONTINUES THROUGH MID NOVEMBER. PEAKING JUNE, JULY & AUGUST
WILL I RECEIVE THE ITEMS EXACTLY SHOWN
All of our gear are made by the industries top manufactures and is high quality. Unless model / manufactures are specified, you'll receive similar items pictured.
IS THE EQUIPMENT NEW?
We source secondhand to promote sustainability in our community. Everything is in excellent condition (gently used), inspected and cleaned thoroughly before and after every use. We pride ourselves on the quality and cleanliness of our merchandise. Some items can be purchased new, please search or contact us for more information.
IS THE EQUIPMENT SANITIZED?
Yes, prior to each new rental, all equipment is cleaned and sanitized with the non-toxic, bleach free cleaner, Force of Nature. The equipment is also inspected for safety before each rental. We treat the equipment as if our own children were using it.
HOW IS YOUR EQUIPMENT CLEANED?
We clean and sanitize our indoor use products after every use using non toxic cleaning products. All of our laundry is done in fragrance free detergents. We do our best to wipe down outdoor beach items but tents, beach toys and chairs may have residual sand. For more info, check out our Product Cleaning + Safety Factors page.
ARE LINENS INCLUDED?
All crib reservations include a mattress, mattress pad, and fitted crib sheet. Playpen rentals include a fitted sheet. Should you need additional sheets, please contact us. If you could like to purchase sheets directly from us, please use the keyword "NEW" in your search or contact us for available options.
WHAT IF I WANT SOMETHING THAT YOU DO NOT OFFER OR HAVE IN STOCK?
We would be happy to accommodate you if it is something that we have looked at adding to our inventory. Please call well in advance for special requests.
WHAT IF I DAMAGE AN ITEM?
We understand there will be normal wear and tear. If damage is beyond repair, renter will be fully responsible to pay for a replacement of equal or fair market value of said product. Renter is also fully responsible if items are lost or stolen. Products must be returned with all accessories and parts intact and in proper working order. All items are subject to availability. If renter returns items in an unusually dirty condition (soiled, lingering odors, stuck on food, etc.) they will be charged a $20 to $40 cleaning fee. As stated in Urban Baby Club waiver.
WHAT DO YOU DO WITH DAMAGED ITEMS?
We strive to extend the lifespan of our equipment and will work to fix and mend items to like new conditions. We work with manufacturers and local items for replacement parts. Items that are ready for retirement will be donated to the local community.
CAN I BUY SOMETHING I'VE RENTED?
Yes! If you love an item and are interested in purchasing, please inquire. Urban Baby Club loves to introduce your family to high quality items and can provide information on where to source the item sustainably.
CAN I SELL AN ITEM TO YOU?
Yes, Urban Baby Club is always accepting donations of gently used, high quality items. In some cases, we are able to expand out inventory and purchase secondhand items. Please contact us for more information or to arrange a pick up of goods!