Frequently Asked Questions
How do I submit my order and what is the payment process?
To make your reservation request, please fill out the form located in our contact us section here. We will contact you via email within 24 hours of your request with your quote, and availability. Your reservation is NOT CONFIRMED until we have your payment information on file. We require a credit card number at time of reservation confirmation. We will charge your card upon arrival. Additional charges to your credit card will be done if equipment is damaged, returned with missing parts, lost, stolen or in need of special professional cleaning. We accept VISA, MASTERCARD, AMERICAN EXPRESS and DISCOVER.
What is the price of delivery?
Please note our delivery rates have changed with COVID- hoping this is over soon and we can go back to "normal"
We offer one time FREE delivery and pick up to the west side of the island with a minimum order of $75 and placed more than 24 hours in advance. Kihei/Wailea has a $25 delivery. Delivery’s are made between 10am and 4pm. We work closely with many of the resorts and concierge services on island, so special arrangements can be made outside of our normal hours. Of course we can always work with you and your arrival times. All pick-ups should be ready by 10:00am on day of departure, unless previous arrangements have been made. If you decide to extend your rental, you must notify Maui on the Fly 24 hours prior to return date. All drop off and pick up times, are subject to vacation rental companies, hotel, condo and homeowners policies. Customers can request specific times for delivery and we will do our best to accommodate you.
Maui: $75 min on West side. $25 delivery fee to Kihei & Wailea and no deliveries for north shore, and up country.. Most fees are $5 to max $20. Sorry we are no longer delivering to the airport. However, we are working with Maui Courier Service https://mauicourierservice.com to deliver to OGG.
Where do you deliver?
MAUI: We deliver complimentary with minimum order of $75 to Lahaina, Kaanapali, Napili, Kapalua, Laniupoko. $25 delivery fee to Kihei, and we are during covid times not delivering to the North shore or up country.in $75 order to Kahalui, Wailuku, Kihei & Wailea and $115 Paia, Haiku, Kula &
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 OCTOBER AND CONTINUES THROUGH MID MAY. PEAKING DECEMBER, FEBRUARY & APRIL
What's your cancellation policy?
On the Fly has a 48-hour cancellation policy. All cancellations made prior to 48 hours will be 100% refundable. We know things happen. Cancellations placed within 48 hours will be charged a 50% deposit fee. Once we deliver items we do not refund for early return of rental items.
What if we are staying at 2 different locations?
Not an issue- we can deliver to one and pickup from another. If you need us to transfer the items, we can do that to for a small fee.
How is your equipment cleaned?
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 every tried to get beach sand off your children?
What if I need something that is not on your list?
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.
Will I receive the items exactly shown?
All of our gear is from respected manufactures and is top quality. Unless model / manufactures are specified, you'll receive similar items pictured.
What if equipment becomes damaged or breaks?
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, 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.
Do you install car seats?
No. We are not authorized to install car seats.
Do you deliver to the airport?
We no longer deliver to the airport. Our daily delivery schedule along with island traffic conditions have made it a point were we can no longer deliver to the airport and get our daily deliveries made. Many clients rent a car seat to get to and from the airport and then use our clean car seats while on vacation for everything else. We are partnering with Maui Courier service (https://mauicourierservice.com) to help with the needs to the airport on Maui.
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Do you have any discounts?
YES! We do offer a few discounts. They are as follows:
Maxie & Jojo Twin discount 10%
Active Military 5% (with Military ID)
Kamaaina 15% (with Hawaiian ID)
15-21 days 10%
22-29 days 12%
30+ days 15%
Can you recommend some fun activities to do while we are visiting Maui?
YES! Maui Vacation Concierge is an amazing on-island personal concierge service we work with that is available to assist you with booking some of Maui & Kona's most popular attractions. You can contact Candice by clicking on her website here
Also check our our Local info page!