FREQUENTLY ASKED QUESTIONS

HOW DO I PLACE AN ORDER?
Just fill and complete the shopping cart on our web site or call us toll-free at 888.750.7606.

WHAT DAY SHOULD I SCHEDULE MY GEAR TO BE DELIVERED AND PICKED UP?
We recommend you select your rental start date and rental end date to be your check in and check out date. With all of our weekly rental prices, our 6 and 7 day rental prices are the same, therefore 7th day is free on all items! To meet customer expectations, this method of selecting your vacation check in and check out date as rental dates is not required, but recommended!

WHEN WILL MY ITEMS BE DELIVERED?
We deliver items 7 days a week and guarantee all deliveries by 6pm Sunday – Friday and by 8pm on Saturday. Orders placed for a single, 24-hour rental will be time-stamped upon delivery and will be picked up at the same time or later, on the following day. If you are not going to be there before your gear arrives, we can arrange a special place to store the gear on or in the rental property.

CAN I PICK MY ITEMS UP?
Yes! You can pick up most bike and beach rentals at a storefront. However, all baby items will need to be delivered for sanitary purposes.

DO YOU SET UP MY BACK-PACK BEACH CHAIRS AND UMBRELLA ON THE ACTUAL BEACH?
No, we deliver all of your gear, including back-pack beach chairs and umbrellas, to the front door of your home or condo. To save on your vacation budget, these chairs and umbrellas are less of a cost to you if you bring them to the beach. The chairs and umbrellas are very very easy to carry! You can also use your gear when you want, not restricted to the strict beach service company hours of operation!

I WAS HOPING TO RENT AN ITEM THAT YOU DON’T CARRY. CAN YOU GET IT FOR ME?
If you have a special request for an item please call us. If for any reason we are unable to get the item we will refer you to somebody who can. We also like to hear what gear you would like us to carry in the future.

IS THE BABY EQUIPMENT SANITIZED BEFORE DELIVERY?
Absolutely! You can have peace of mind knowing that every piece of baby equipment goes through rigorous cleaning and inspection prior to delivery.

DO YOUR CRIBS/PAC N’ PLAYS/TWIN ROLLAWAYS COME WITH SHEETS?
All crib and pac n’ play rentals include one fitted sheet. We have sheet sets available for the twin rollaways, but please let us know prior to delivery if you would like for us to include a set.

WHAT HAPPENS IF I LOSE AN ITEM THAT I RENTED?
You are responsible for lost or stolen items. A minimum charge of $75 will be applied for lost or stolen items. Vacayzen reserves the right to apply additional charges incurred in recovering our equipment.

HOW LATE CAN WE ORDER?
We will try our very best to accommodate all requests and orders, our goal is for you to have the most enjoyable time on your vacation. We can generally accommodate any same-day Beach Service orders until 12pm. All Bike and Baby Items can still be ordered until 3pm on the day of delivery!

WHAT IF I HAVE TO CANCEL MY ORDER?
Orders canceled more than one week prior to delivery will receive a full refund. If you cancel within a week of delivery, you will be refunded 50% of the total amount paid. If you cancel on the day of delivery, we can only offer in-store credit (rental credit, not retail goods), or we would be glad to make exchanges for scheduled delivery of comparable value. If you cancel after delivery, we can offer in-store credit (rental credit, not retail goods) for the unused portion of the respective rental period. We, unfortunately, cannot control the weather and our standard refund policy applies to all items, including beach service. NOTE:  Golf Cart orders canceled more than three weeks prior to the start date will receive a full refund. If you cancel within three weeks of the start date, you will be refunded 50% of the total amount paid. If you cancel within one week of the start date, no refunds or credits can be offered.

DO YOU REQUIRE A DEPOSIT?
No, we do not require any deposit on our equipment. If the items are returned damaged or missing, charges will incur.

HOW DO WE RETURN THE ITEMS AFTER WE HAVE USED THEM?
We come and pick them up on the day of your departure. Simply note the pick-up date when you place your order and we’ll stop by at no additional charge to pick up the items.

HOW MUCH DOES DELIVERY COST?
The delivery cost is related to the item you are renting. For baby gear, beach gear, and bikes, delivery is 10% of the standard rental price, while golf carts have a 7% delivery charge. If you prefer to pick up your equipment directly from our storefront, there is no delivery fee! Any order placed online or by phone will have the cost of delivery applied.

WHAT RENTAL ITEMS CAN BE RENTED FROM THE STOREFRONT?
Bike and beach gear items can be rented from the storefront. Baby gear items and golf carts must be delivered.

IS IT SAFE TO PROVIDE MY CREDIT CARD DETAILS ONLINE?
We utilize the most state-of-the-art encryption technology to ensure that your credit card and personal information is protected.

HOW FAR IN ADVANCE DO WE NEED TO ORDER THESE ITEMS?
We request that you reserve your equipment as soon as you finalize your vacation plans. This helps to ensure that the items you have requested will be booked for your stay.

WHAT ABOUT BAD WEATHER? HOW DOES THAT AFFECT MY BEACH OR BIKE ORDER?
We, unfortunately, cannot control the weather and our standard refund policy applies to all items, including beach service. “Orders canceled more than one week prior to delivery will receive a full refund. If you cancel within a week of delivery, you will be refunded 50% of the total amount paid. If you cancel on the day of delivery, we can only offer in-store credit (rental credit, not retail goods), or we would be glad to make exchanges for scheduled delivery of comparable value. If you cancel after delivery, we can offer in-store credit (rental credit, not retail goods) for the unused portion of the respective rental period.”

WE HAVE DECIDED TO STAY LONGER; CAN WE KEEP THE ITEMS LONGER THAN WE SIGNED THEM OUT FOR?
Please call us if you decide you require the use of the items longer than expected. Some of the items may be booked for other lucky vacationers – but if not, we would be happy to let you rent for a few extra days!

HOW CAN I MAKE A PAYMENT?
We accept all major credit cards. We do not accept cash or checks.

IF I’M STAYING IN A CONDO CAN I RENT BIKES?
We ask that you please confirm with your condo management that there will be a place for your bikes to stay while you are not using them.

ARE WE PROVIDED WITH HELMETS FOR BIKES?
We provide FREE bike helmets (upon request) for the following rentals: 16″, 16″ with training wheels, 20″, 20″ with training wheels, Weehoos, and Tag-a-longs. We will gladly provide additional children and adult helmets for a $5 rental charge each for any length of rental time.

ARE WE PROVIDED WITH LOCKS AND BASKETS FOR BIKES?
We strive to provide FREE baskets and locks with all bike rentals, as long as supplies last!

SHOULD WE LOCK OUR EQUIPMENT?
We ask that you please lock all of your bikes and other equipment at all times when they are not in use. You are responsible for lost or stolen property. A minimum charge of $75 will be applied for lost, stolen, or damaged items. Vacayzen reserves the right to apply additional charges incurred in recovering our equipment.

ARE THE BIKES OKAY TO RIDE AT NIGHT?
Our bicycles are not equipped for safe or lawful night riding.

I AM INTERESTED IN RENTING A GOLF CART. WHAT SHOULD I DO NEXT?
Feel free to book your requested golf cart online. Please note that golf carts are not available in WaterColor, WaterSound, Alys Beach, and Rosemary Beach. Due to community regulations, no street legal golf carts or LSV’s are allowed on site. Vacayzen is not able to make exceptions to these rules.

A BONFIRE- HOW COOL! CAN I HAVE YOU SET IT UP IN MY PLACE OF CHOOSING?
Unfortunately, no. Beach bonfires are allowed only off Public Beach walkovers, in Walton County only, as long as a no-burn order has been issued. Beach bonfires are not allowed in Okaloosa County, or Bay County. Please see the individual bonfire listing for more information about items provided, and Vacayzen’s cancellation policy.

DAMAGE WAIVER: WHAT IS IT AND WHAT DOES IT COVER?
We include an optional damage waiver to phone orders, which essentially is peace of mind insurance against any damage to products while in your possession. This small fee will be mentioned while ordering and when purchased, covers against any damage to any product rented 100%! NOTE: This does not cover stolen property.