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Delivery & Pickup Instructions

We want your delivery and pickup to be as smooth and stress-free as possible so you can focus on enjoying your trip.

The guidelines below walk you through exactly what to expect depending on where you’re staying or meeting. Following these steps helps avoid delays, confusion, or additional fees—and keeps everything quick and easy for everyone.

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Quick Tips (Highly Recommended)

Before diving into the details, here are the most important things to keep in mind:

  • Please plan to be present for delivery and pickup unless we’ve made other arrangements together

  • For Airbnb/VRBO stays, we do not enter units without you present

  • If your plans change, just send a quick message in advance—we’re happy to adjust when possible

  • We’ll always text you with an ETA, so you’ll know exactly when to expect us

  • Items should be returned cleaned out and with all parts included - we will take care of everything else!

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Now, for more detailed instructions, keep scrolling! 

DELIVERY
INSTRUCTIONS

HOTELS & RESORTS

How Delivery Works

  • Deliveries are curbside by default, which is the quickest and easiest option

  • We’ll text you:

    • Before we leave with an estimated arrival time

    • Again about 10 minutes before arrival

This gives you time to head downstairs so we can meet quickly and get you on your way.

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Bell Desk Delivery (Optional)

If you’d prefer not to meet curbside, we can often deliver to the bell desk instead.

  • Please provide the name on your hotel reservation

  • Many Waikiki hotels charge a vendor handling fee for this service

  • If a fee is charged, we’ll let you know and request reimbursement after delivery

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Aulani Guests:

  • If a bellman is involved at any point with vendor pickups and drop-offs, even if you request their service instead of us, there is a $20 service fee

  • Bell desk deliveries must be scheduled in advance and the service fee paid prior to delivery

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In-Room Delivery (Limited Availability)

We can sometimes deliver directly to your room or unit for added convenience.

  • Available by request only

  • Requires advance scheduling

  • Guest must be present at the time of delivery

  • Additional fee applies

SHORT TERM RENTALS (AIRBNB/VRBO)

We’re happy to deliver to Airbnb and vacation rentals—these just require a little more coordination.

 

How Delivery Works

  • Deliveries are curbside by default

  • We’ll text you with an ETA and again when we’re about 10 minutes away

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Important Policy (Please Read)

For liability and property access reasons:

  • We do not enter privately owned units without the guest present

  • Most property owners are not comfortable granting vendor access, and this protects both you and us

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If You’d Like In-Unit Delivery

We can absolutely accommodate this with a little planning:

  • Must be scheduled in advance

  • Additional fee applies

  • You must be present during delivery

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Helpful Info to Send Ahead of Time

To make things seamless, please include:

  • Gate or entry codes

  • Parking instructions

  • Any details that help us find your unit quickly

AIRPORT

Airport delivery is one of our most popular options and is designed to be quick and easy right after you land.

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Where We Meet

  • Curbside outside baggage claim (arrivals level)

  • We’ll meet you right at your designated column

 

Before You Arrive

  • Please send your flight number at least 24 hours in advance

  • Choose a delivery time during booking that matches your arrival (we will track your flight to see if there are delays or early arrivals and will do our best to arrive 15-20 minutes after you land)

 

When You Land

  1. Text us when your flight lands

  2. Collect your luggage

  3. Head outside to the arrivals curb

  4. Text the number on the column you’re standing near - each column is marked with a black and red sign with white lettering that says "Emergency Zone Column" and a number. Please let us know which number you're standing next to, and we’ll pull right up to you there.

 

Timing & Wait Window

  • We typically arrive 15–20 minutes after your flight lands

  • We can wait up to 30 minutes, after which we charge a wait time fee of $15 for every 15 minutes

 

If additional time is needed, just keep us posted—extended wait time may incur a fee.

 

Important Notes

  • We’re not able to enter the rental car garage

  • Car seats will be delivered before you pick up your rental car

PICKUP INSTRUCTIONS

HOTELS & RESORTS

We keep pickups just as simple as delivery.

 

Pickup Options

  • Meet us curbside (preferred)

  • Or leave items with the bell desk (with prior notice)

 

Bell Desk Pickup

  • Same vendor fees may apply as delivery

  • Aulani: $20 fee if bellman is involved

  • Please leave the items under Ocean Baby Rentals and in the same bags or boxes that were provided at delivery

  • Confirm that you have dropped off the items with the bell desk via text message. If the bell desk provides a ticket, please send us a picture of that ticket to make everything go smoothly

SHORT TERM RENTALS (AIRBNB/VRBO)

Pickups at vacation rentals require a little more coordination.

 

Standard Pickup

  • Guest should be present at the scheduled time. Please pick a time for us to meet you when you or a member of your party are available to meet in person.

  • Guests staying in a private home with a local homeowner can coordinate to leave items in a safe, accessible, protected area with prior approval only - all others must be present at the time of pickup.

  • In-room/In-unit pickup is available with limited availability for an additional fee

 

If You’re Leaving Early

No problem—we just need a heads up:

  • Please message us in advance so we can adjust your pickup time

  • We offer:

    • Pickups from 8:00 AM to 8:00 PM

    • After-hours pickups for an additional fee

 

Important:

  • Items should NEVER be left unattended in:

    • Lobbies

    • Outdoor areas

    • Unsecured locations

We are not responsible for items left in public or unsecured areas. Customers will be charged for replacement in the event of loss or theft if items are left unattended.

AIRPORT

Where We Meet

  • Curbside outside your airline’s departure lobby on the upstairs level

 

What We Need

Please send at least 24 hours in advance:

  • Your pickup time

  • Your airline

 

Timing

  • We allow a 15-minute grace period for traffic delays

  • After that we charge a wait time fee of $15 per additional 15 minutes

GENERAL DELIVERY & PICKUP POLICIES

DELIVERY WINDOWS

  • Available 7 days a week, 8:00 AM – 8:00 PM

 

 Available Services (additional fees apply):

  • After-hours service (must be scheduled in advance)

  • Same-day / rush orders (under 24 hours)

  • In-room/In-unit delivery (with prior approval only)

COMMUNICATION & TIMING

  • You will receive:

    • ETA text before we head your way

    • Follow-up text ~10 minutes before arrival

  • If you do not have service, we will arrive at your scheduled time, so please plan accordingly

 

If You’re Not Ready

  • We’ll wait 15 minutes

  • After that, delivery or pickup will need to be rescheduled

  • Additional fees may apply

CONDITION OF ITEMS BEFORE RETURN

To avoid additional fees:

  • Remove all sand and food

  • Return items:

    • Cleaned out

    • In original bags/boxes

    • With all parts included

 

Additional charges may apply for:

  • Excessive cleaning (deep cleaning, stains, smell of smoke, excessive mud, etc.)

  • Missing parts

  • Damaged or non-rentable condition of items

  • Items requiring replacement

IMPORTANT REMINDERS

  • We truly want this to be easy and stress-free for you. A little communication ahead of time goes a long way—and we’re always happy to help make a plan that works for your schedule.

  • We will always do our best to accommodate—but last-minute changes may not be possible

  • Proper coordination helps avoid:

    • Delays

    • Additional fees

    • Missed pickups

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