WHAT ARE YOUR HOURS OF OPERATION?
Our business hours are 9am – 5pm MST, 7 days a week. For deliveries made outside this time frame, a $15 USD surcharge will be applied. If you call and we don’t pick up – we are probably doing a delivery, taking an order on the phone with another client or feeding/changing/playing with our own babies! :-) We typically respond to missed calls or emails within one hour of receiving them!
CAN I RENT EQUIPMENT FOR JUST 1 DAY?
Yes, however we have a minimum order amount of $30 USD, plus delivery of $25 USD. You will have the baby gear for a 24 hour period from the agreed upon time of delivery.
HOW FAR IN ADVANCE DO I HAVE TO PLACE MY ORDER? IS THERE A MINIMUM RENTAL AMOUNT
As early as you can to ensure you have the gear that you need! We do cater to last minute requests also, subject to availability. For orders made in advance, phone, internet and email orders will be accepted. For last minute requests, please call us (U.S. Canada 855 369 BABY or Mexico 01 800 681 9391) or email email@example.com. Email orders must be received more than 24 hours in advance to assure delivery. IF YOU HAVE NOT RECEIVED AN EMAIL ORDER CONFIRMATION FROM US, PLEASE CALL US TO GUARANTEE THAT YOUR ORDER HAS BEEN RECEIVED.
I NEED SOMETHING THAT ISN’T FEATURED ON YOUR WEBSITE. CAN YOU GET IT FOR ME?
We are constantly trying to meet the needs of our clients. For special requests of this nature, please give us 30 days notice to try to get the item that you need.
HOW DO I KNOW YOUR EQUIPMENT IS SAFE AND CLEAN?
We consider your child’s health and safety our number one priority. Our equipment is JPMA or AMPI approved and we regularly check for up to date recall information. Prior to you receiving your equipment, each item is systematically cleaned, sterilized and inspected to ensure it is in perfect working condition for your child. We use an industrial steaming process to sterilize and clean our baby equipment.
DO YOU INSTALL CAR SEATS?
No, we do not.
I MADE AN ORDER, BUT NOW I NEED TO CHANGE IT. CAN I ADD OR REMOVE ITEMS FROM MY ORDER?
Subject to availability, you can change your order 24 hours prior to delivery time. For changes made during your rental time, please call or email us and we will respond as quickly as we can.
WHAT ARE YOUR DELIVERY POLICIES? CAN YOU DELIVER MY GEAR TO ONE LOCATION AND PICK IT UP AT ANOTHER?
Delivery fees are added at the end of the order process. Depending on where you will be staying, or what promotion (if any) the company is running depends on how much the delivery fee is. Baja Baby Gear will either work directly with you to deliver and pick up items at a previously agreed upon time, or we will work with the concierge of the resort you are staying at to ensure all items are waiting for you for your arrival and removed when you leave. We can deliver and pick-up at different locations provided all the details have been previously disclosed and agreed upon by all parties. For a surcharge of $20 USD for either delivery and/or pick-up, we can also bring your equipment to the airport. Our personnel are not registered guests at any resorts, so we are unable to retrieve items from guest rooms. It is the clients responsibility to ensure that all baby equipment is waiting for pick up in the lobby with the bellboys if you are staying at a hotel!
WHAT’S YOUR CANCELLATION POLICY?
Cancellation requests submitted prior to 48 hours in advance will receive a full refund. Cancellation requests made within 48 hours will incur a charge equal to 50% of the total order value. However, if you re-book within 30 days of your cancellation for another time, we will apply the cancellation fee amount towards your next order with us.
WHAT ELSE DO WE NEED TO KNOW?
While we strive for perfection and excellence, mistakes can happen. We have small children of our own, so life can get pretty hectic these days! Always ensure that you have received an email confirmation in response to any order. We check our emails and voicemails regularly throughout the day, so if you are trying to reach us, know we will get back to you in a very timely manner!
WHAT’S YOUR POLICY ON BRINGING US MORE ITEMS IF WE ARE ALREADY IN MEXICO?
We charge a $15 USD call-out charge for additional items that you order during your stay. If you are moving from one resort to another and you need our help to move your baby gear, we are happy to help, however the same $15 USD will be applied.