FAQs

Why hire from Rockababy Rentals?

You should hire from us because: - We offer competitive prices and a freindly, personalised service - We know what we are talking about and are travelling parents ourselves - We use high quality equipment and well known, trusted brands - We thouroughly clean and inspect each item before it gets to you, so you get exactly what you expect - Our main aim is to help your family have the best holiday imaginable in this amazing part of the world. - We will go above and beyond to answer any questions you have and offer advice about you trip to New Zealand. Remember, we are New Zealanders, long time locals to this part of the country and parents, so we have many tips for you. Ask us anything, we are happy to help. - We will do everything we can to make sure your time down here in Queenstown, Arrowtown, Wanaka and Central Otago is as fun and carefree as it can possibly be!



How can I check availability and place a booking for rental items?

1) Just send us a message via our enquiries page or email us: [email protected] 2) We will advise you of what items best suit your needs and what we have available for your time here. We will also give you a quote. 3) Let us know if you would like to confirm a booking and if so we will require you to agree to our terms and conditions and prepay in full. We will then send you your booking confirmation via email.



Can Rockababy Rentals deliver everything to my accommodation and collect it again afterwards?

By prior arrangement and subject to availability, we would be more than happy to do this for you. Delivery and collection fees depend on location. These can be viewed on the Delivery Prices page on our website.



Can I collect and return the equipment myself to avoid delivery fees?

Yes, we will discuss all of this with you at the time of booking and come up with a suitable location, time and day to hand over or recieve the items from you.



Do I need to pay a deposit to secure my booking?

Yes we require prepayment in full to confirm your booking. We also require you to agree to our terms and conditions.



How does the personal shopping service work?

Please check out our booking process page and our shopping service page for all the info you need.



Is there a maximum hire period or a minimum hire amount?

The maximum hire period is 30 days. The minimum hire amount is $40 NZD per booking excluding delivery or collection fees.



Will the hired items look the same as they do on this website?

Just about all of the equipment you see on this website has been photographed by us. We wanted to do this so our customers know exactly what to expect. We are happy to email you more detailed photographs of anything you are interested in. If you are unsure about anything, please just contact us via our enquiry page or via email: [email protected]



Do I need to be at the delivery location when items are delivered?

If you book and pay in advance then no you don't. Depending on the type of accommodation you have booked, we may be able to deliver to your room or to the front desk / reception area to hold until you arrive. If you require us to deliver your items to a private home, just let us know the contact details of your property manager and we will arrange a suitable time to deliver the hired items. Otherwise if known - please advise us of a safe, suitable, dry location to leave the items until you arrive. Please be aware that if you make a last minute booking, we require prepayment before hand over of the hired items.



There is something I need which is not on your website, what can I do?

Get in touch with us! If we are unable to get the item in for any reason, we may be able to put you in touch with someone who can. We are happy to answer any questions you may have about your family holiday to NZ and will do as much as we can to help you.



I need to extend the hire period, what should I do?

Get in touch with us and we will advise if the items are available for longer. If not, we may possibly have something fairly similar you can hire for those extra days.



Will I be responsible for replacing lost or stolen items, or items damaged beyond repair?

Yes, you will need to pay the full replacement cost. For items that are damaged but are reparable, you will need to pay for the cost of repairs. For items that are returned needing extensive cleaning, you will be charged a cleaning fee. We suggest you ask your travel insurance advisor about damage coverage whilst travelling.



What happens if I keep the items for longer than agreed without notifying Rockababy Rentals first?

If the items are not ready for collection by 10am on the final day of the booking, you will be charged a 20% late fee. If the items are not returned within 24 hours of the agreed final day of booking, the items will be deemed lost and you will be liable to the company for replacement costs.



Will items be clean and sanitised before I receive them?

Most definitely! All fabrics and soft toys will have been washed in eco friendly products and/or steam cleaned. Steam cleaning kills bacteria and removes allergens that attract dust mites. Hard items and toys which can be soaked will have been washed in water containing anti bacterial disinfectant. Toys which cannot be soaked due to electronic parts or batteries etc will have been wiped with antibacterial disinfectant wipes. We take great care to ensure your items are spick and span when they get to you!



What are your operating hours?

You can contact us via phone on (+64) 021 038 7731 between the hours of 8am and 8pm (NZ time) 7 days a week. If we are unable to answer your call, we will call you back as soon as we can. Alternatively, please contact us via our enquiry form or email us at: [email protected] We collect and deliver hire items and deliver shopping orders between the hours of 9:30am and 2pm weekdays and between 9am and 8pm weekends. Subject to availablility we may be able to deliver outside of these times so do ask! An after hours fee may apply for last minute arrangements so to avoid this please book well in advance!



Are you able to install our children's car seats?

Yes we would be most happy to help with this. Just let us know this is your preference when you book and we will make all of the necessary arrangements. This service is complimentary will all car seat hire but is subject to availability so do be sure to book well in advance!



Can you set up cots and portacots?

Yes we can. We will do our very best to have your hired portacot all set up in your accommocation before you arrive. If for any reason we are unable to do this, we will deliver the portacot with all of the necessary instructions you need. They are very easy to set up! With regards to wooden cots, we must set these up ourselves as it is not straight forward and requires tools. Wooden cots are also easily scratched / damaged so we prefer to set these up ourselves.



What is your refund / cancellation policy for hire equipment?

Cancellations must be given to us in writing via email: [email protected] Any cancellation reveived more than 7 days prior to the commencement of the hire period, a 10% cancellation fee will be incurred to cover administration costs. Cancellation of any booking within 7 days of the commencement date will forfeit 25% of the prepayment. The remainder of the prepaid hire fee, bond and any delivery / collection fees will be refunded. Cancellation of any booking within 48 hours of the commencement date will forfeit 50% of the prepayment. The remainder of the prepaid hire fee, deposit, bond, delivery charges and collection charges will be refunded. Cancellation of any booking within 24 hours of the commencement date will forfeit 100% of the hire fee to Rockababy Rentals. Bond, delivery charges and collection charges will be refunded. If a booking is cancelled anytime after the hired items have already been delivered, Rockababy Rentals will refund the bond only (less any loss, damage, extensive cleaning or replacement of equipment fees). All other prepaid costs will be non-refundable.



What is the refund / cancellation policy for your shopping service?

Cancellation is only accepted in writing via email: [email protected] Please see our Terms and Conditions page for detailed information about our shopping service cancellation / refunds policy.



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