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 if there are concerns or issues with the rental item?

Please notify us within 24 hours of delivery or upon discovering the issue. This allows us the opportunity to inspect, correct, or replace the item as necessary. We will rectify the issue in a reasonable and timely manner within a 24-hour window.

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 Q: What happens if something happens to the items during my rental?

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You are responsible for rental items during your rental period, even if damage or loss wasn’t directly your fault. All rental items are inspected before drop-off. If there is any damage, you will be responsible for repair costs. If damage is beyond repair, you will be charged for replacement at equal or fair market value. You are also fully responsible if items are lost or stolen. Items must be returned with all accessories and parts intact and in proper working order.

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We understand normal wear and tear happens. Please do not spray sunscreen while your child is in the stroller. Due to island conditions, items like wagons and beach gear may show signs of rust or wear.

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To reduce your costs for unexpected damage or loss, we offer an optional Loss Damage Waiver (LDW) for $15.99 per rental, which covers 90% of repair or replacement costs – you pay only 10%.

 

*LDW does not cover misuse, neglect, theft without a police report, water or fluid damage, tipping or dropping, or failure to secure equipment. LDW is not automatically added – it depends on your selection in the confirmation form.

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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: 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%