Q: What are your business hours?

 

Phone Hours:

• Monday-Fridays: 8:30 AM - 3:30 PM HST

• We don’t have phone hours during the weekend. For inquiries or concerns, email us at info@mauionthefly.com.

 

Shop Hours:

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At the moment, we don’t accept any walk-ins.

 

Q: How do I submit my order?

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To make a reservation request, please fill out the form on the Reserve Tab or use this link: www.mauionthefly.com/copy-of-reserve-1. We will respond to you via email within 24 hours with your quote and availability, except during the weekend.

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Q: What is the payment process?

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Your reservation is NOT CONFIRMED until you completely submit the confirmation form. We require a credit card on file. We accept VISA, MASTERCARD, AMERICAN EXPRESS, and DISCOVER.

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Please note that additional charges to your credit card will be made if the baby and beach gear is damaged, returned with missing parts, lost, stolen, or in need of special professional cleaning.

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Q: Where do you deliver?

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We deliver to Lahaina, Kaanapali, Napili, Kapalua, Lauiniupoko, Kihei, Wailea, and Upcountry, except Hana and Kaanapali Alii.

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We also deliver to the airport with 72-hour notice. If our schedule doesn’t permit delivery, we work with Maui Courier Service www.mauicourierservice.com to deliver to OGG.

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Q: What is the price of delivery?

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Our standard delivery fee is $25.

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Q: What time are your drop-offs and pick-ups?

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Deliveries are made between 10 AM and 4 PM HST, and all pick-ups should be ready by 10 AM on the day of departure unless special arrangements have been made.

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All drop-off and pick-up times are subject to vacation rental companies, hotels, condos, and homeowners' policies. Customers can request specific times for delivery, and we will do our best to accommodate you.

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Q: Can I extend my rental?

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If you decide to extend your rental, you must notify us 24 hours prior to the return date.

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Q: Is there a minimum number of days I need to rent items?

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Yes, there is a minimum rental period of 4 days. If your rental duration is less than 4 days, you will be charged for a 4-day rental.

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Q: How far in advance do I need to place my order?

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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 cannot 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.

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*Please be advised that our 'busy season' starts mid-October and continues through mid-May, peaking in December, February, and April.

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Q: What's your cancellation policy?

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Maui On the Fly has a 72-hour cancellation policy. All cancellations made prior to 72 hours will be 100% refundable. Cancellations placed within 72 hours will be charged a 50% deposit fee. Once we deliver items, we do not refund for the early return of rental items.

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Q: What if we are staying at 2 different locations?

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Not an issue! We can deliver to one and pick up from another. If you need us to transfer the items, we can do that for a small fee.

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Q: How is your equipment cleaned?

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We clean and sanitize our indoor use products after every use using non-toxic cleaning products such as Better Life cleaners, Thieves, and tea tree oil. 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 are clean but not sanitized. Have you ever tried to get beach sand off your children?

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Q: What if I need something that is not on your list?

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We would be happy to accommodate you if it is something that we have looked at placing on our list. Please call well in advance for special requests.

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Q: Will I receive the items exactly as shown?

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All of our gear is from respected manufacturers and is top quality. Unless model/manufacturers are specified, you'll receive similar items pictured.

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Q: What if equipment becomes damaged or breaks?

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All rental items are inspected before drop-off and noted. If there is any damage to rental items, the renter will be fully responsible to pay for all damages. We understand there will be normal wear and tear. If damage is beyond repair, the renter will be fully responsible to pay for a replacement of equal or fair market value of said product. The 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.

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Note: Do not spray sunscreen while your child is in the stroller; Since we live on an island surrounded by saltwater and everything rusts. So expect our wagons and items to have wear and tear.

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Q: Do you install car seats?

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No. We are not authorized to install car seats.

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Q: Where should I leave the items on the day of pickup?

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There are a few scenarios regarding pickup. Please note the one that applies to you:

• If the items were picked up from the bell desk, they will need to be returned to the bell desk for pickup.

• If the items were left inside your unit, please gather them together and leave them inside by the front door.

• If the items were left outside your unit, please gather them together and leave them outside by the front door.

 

Q: Do you offer any discounts?

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Yes! We do offer a few discounts:

• Active Military: 5% (with Military ID)

• Kamaaina: 15% (with Hawaiian ID)

• Extended Stay:

  • 15-21 days: 10%

  • 22-29 days: 12%

  • 30+ days: 15%