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FAQs

What are your opening hours?

Our office is open from 9 am to 5 pm Monday to Friday and we are open Saturdays from 9 am to 12 noon. Deliveries and collections can be completed outside these hours, just ask for a quote.

When should I place my order?

To enable you to have the widest range of choice of products and to avoid the disappointment of missing out on having exactly what you want, we suggest that you make your booking as soon as you have decided to hire. If you aren't sure what you want or need please call one of our expert team who will be happy to assist you in choosing the right products for your needs and budget.

Will my hire items be clean?

Absolutely. Rock-a-Bye Baby is owned and operated by a Sydney mother who understands the importance of having functional, safe nursery equipment whether you are at home or on holiday. Each hired item is carefully cleaned according to the manufacturer’s instructions and care is taken not to use astringent or allergenic cleaning products.

How does hiring work?

First Step - Make An Enquiry

Making an enquiry is obligation free. When you have decided you'd like to hire you choose the products you would like, pop them in your hire cart and your enquiry will arrive at the desk of one of our Customer Service Representatives who will be able to review your order, confirm pricing and availability and if you wish, proceed to prepare an order confirmation for you. If you aren't sure what you will need or which product/s to choose just call our office on 1300 859 775 and one of our friendly staff will be able to guide you to the right products.

Reserving your items

Once you have placed your order you have 5 days to pay a 50% deposit which secures the items you've chosen, with the remainder due and payable on delivery (or prior if we're not going to be seeing you personally).

Hiring for Holiday - Staying in a Hotel

No problem. We deliver to every Sydney hotel so just let us know where you'll be staying and we'll have all your hire items ready and waiting for you at the Concierge Desk of your nominated accomodation. When you check out you just leave everything with the Concierge and we'll take care of it the rest of the way for you.

Flying into Sydney Airport

We can have your hire items ready and waiting for you in your hire car at both Domestic or International, including having any carseats or capsules professionally installed prior to your arrival. You'll receive a text providing you with the bay number and registration of your hire car. When you return the car you leave all the hire gear at the Airport and again, we'll take care of it from there for you. We service all hire car companies both inside and outside the Terminal.

Still have questions?

No problem. Please call Danni our Customer Service Manager on 1300 859 775 or email info@rockabyebabyhire.com.au and she'll be happy to talk you through your options.

Can I take my hire items overseas?

Generally the answer is no. Prams etc are generally not robust enough to withstand the journey and in our experience, are often damaged leaving customers without the item they hired and having to pay a replacement cost or repair fees. Soft or small items that can be packed are fine. If you have a hire item you would like to take overseas please contact the office to discuss.

Which model capsule should I hire?

A number of considerations should be taken into account when choosing a capsule. - Do you want the capsule just for the car? - Do you want to use the capsule on your own pram - if so which capsule will fit your pram? - Do you have other restraints in the car already? Will the capsule you choose fit in with these? - Which capsule is the safest? Call our expert team on 9589 4942 who will be able to assist you to make the right choice for your family.

When should I have my capsule installed?

We suggest that we install your hire baby capsule for you a week to 10 days before your baby is due to arrive. If you're picking up from our warehouse, you may opt to wait until Mum is in hospital and have a partner or a friend pick up. We are happy to hold your hire items for you until you call and say you're ready to have it installed. Generally installations can be booked and done within 24 hours.

Returns and refunds

We appreciate that there may be times when you need to return an item you have hired or purchased. As such we have outlined our Repairs, Refunds and Returns policy below: * All brand new items we sell have a warranty period of at least 12 months which is covered by the Manufacturer or Wholesaler. Refer to Manufacturer's warranty card inside packaging or contact one of our friendly staff. * Any items returned for any reason will need to have the Original proof of purchase submitted at the time of return. Please order carefully as we do not refund or exchange simply because you changed your mind or you have made an error in finalising your order (such as not being happy with the colour or choosing an incorrect product for your needs or baby's requirements). We may allow an exchange or refund on a case-by-case basis for such returns, provided that the item in question is: (a) returned within 5 days of receiving your order; (b) The product and packaging is in its Original condition including manuals and accessories. (c) The item is in re-saleable condition for example original tags and labels are still attached and the items is unworn, unopened and unused. If the product has been used or installed in your car we do not offer refunds. You may return hire items early but we do not offer refunds on early returns. Delivery and collection fees are non refundable. Faults & Repairs * You are entitled to a Refund OR Replacement if there is a "Major" failure of that product. This will be determined by the Manufacturer once the item is returned to them for "Assessment". * If the problem is "Minor" and can be repaired easily we will send the item back to the Manufacturer OR Repair agent for "Assessment" and repair. * The Assessment process should be conducted within a reasonable time. Considering most of the Wholesalers or Repair Agents are interstate we would deem 14 working days to be a reasonable time frame to carry out this "Assessment". The 14 working days represents the maximum reasonable time frame for the item to be packaged, couried, assessed and or repaired and returned.

What are the laws relating to kids and cars in Australia?

The new child restraint laws are now in effect. Here is a quick guide for parents:
If your child is: He or she should be restrained in:
Birth up to 6 months Rearward facing child restraint with an inbuilt harness
6 months up to 4 years of age Rearward or forward facing child restraint with an inbuilt harness
4 years up to 7 years of age Forward facing child restraint with an inbuilt harness or a booster seat
Over 7 years of age Booster seat with either an accessory harness or standard car seat belt
New laws have been passed that make it mandatory for children under seven to be restrained in an appropriate child restraint. These laws are designed to increase the safety of your children and reduce the number of children injured or killed in car accidents.

Summary of the new legislation:

Babies younger than six months of age must be restrained in a rearward facing restraint. Children from six months to four years of age must be restrained in a rearward facing or forward facing restraint. Children under four years of age must not travel in the front row of a vehicle with two or more rows. Children from four to seven years of age must be seated in a forward facing restraint or booster seat. Children from four to seven years of age can only sit in the front row of a vehicle with two or more rows when all other seats are occupied by children of a lesser age in an approved child restraint.

What if my child is small, or large, for their age?

If your child is too small for a restraint specified for their age, they should be kept in their current of restraint for as long as necessary. If your child is too large for a restraint specified for their age, they may move to the next level of restraint. Basically if your child is under seven and fits in a restraint, they should be in one, providing they suit the weight requirement as specified by the car seat manufacturer. New car seats suiting children up to 36kg will be available on the market shortly.

Why was the legislation implemented?

The current evidence shows that most parents in Australia move their child out of child restraints and into adult seat belts from around five years of age. Research indicates that this is too early and increases the potential for serious injury and death. Car accidents are associated with a large number of child fatalities in Australia. Between 1999 and 2003, 587 children aged 0-14 years died as a result of transport accidents. This accounts for 40% of all fatalities in this age group due to external causes. A study conducted in the United States found infant car restraints reduced the risk of death by 75% for children aged up to one year and by 60% for those aged 2 and 3 years. According to Dr Jeff Potter, the National Transport Commission's Senior Manager–Safety, new age-based minimum standards would improve public understanding and reduce injuries. "While many parents and carers strive to do the right thing, the research shows children are moving to bigger seats too early. The new laws will provide better guidance informed by the latest available technology, research and world's best practice," Dr Potter said.

Why do the new rules refer to the age of the child, rather than their weight, size or height?

Regulations using the age of the user will result in the smallest percentage of infants being inappropriately restrained, rather than if the regulations were specific about the height, weight or size of the passenger. Guidelines are also easier for parents and carers to understand and follow if given in terms of age, as it is much easier to remember a child's age than their height and weight.

What happens if my hired car seat or capsule is in a crash while I have it?

If you are involved in any type of car accident, no matter how minor, you must inform us immediately. For your own safety, we must replace your car child restraint with another. The first restraint will then be destroyed by us. The restraint must be returned to our office as soon as practicable. Accidents can't be helped and events like that in no way affect your bond refund. Your bond is still refunded but you will be required to either claim current retail replacement cost of the capsule from your insurer or if you prefer, you can settle the account with us yourself.

Do you have a refund policy for early returns?

We strive to make sure all our customers are satisfied. Our business is based on repeat business. At present we do not give pro-rata refunds if the customer returns their hire items earlier than planned or changes their mind. This keeps products available for those who want them. As we only hire and sell reputable, Australian and International brand nursery equipment you can easily research the products and lifespans on our site or at the manufacturer's website or ask for some help from one of our representatives when making your booking. However we will gladly exchange your product with a replacement if it is faulty - see Returns and Refunds in our FAQs. To assist parents we have a range of hire terms from as little as 3 days right up to 6 calendar months so you can hire only for as long as you'll need the product.

Booking cancellations and refunds of prepaid accounts

Upon booking a 50% deposit is payable within 5 days of placing your order. Cancellation of your order can be made at any time but we reserve the right to charge a $50 administration fee on all cancellations.

Are you trained to install car seats/capsules?

Yes we are. Our fitters have been trained by the training arm of the Roads & Traffic Authority as well as being an accredited member of A.C.R.I., the Australian Child Restraint Resource Initiative. All our hired child restraints come with the offer of complimentary installation by a trained restraint fitter. The safety of your child is of paramount importance.

Is there a bond?

Yes, a bond of $50 per item is required for each hired item except hospital grade breast pumps and Airport deliveries, which have a $100 bond. All bonds are refunded by direct transfer or cheque only - no cash refunds - within 7-10 business days of the items return to us. All hire items and any accessories must be returned in good clean before bonds can be refunded. A $25 cleaning fee will be deducted from your bond if the hire items are returned soiled, sandy or stained. A valid current credit card number will be required as security for return of the hire items. No funds will be charged unless the hire item is not returned or returned damaged in which case the full retail value of a brand new replacement item will be charged to the credit card provided.

What if my baby comes early?

Yes it does happen! Babies come when they're ready they can't see the calendar. If you have a current booking and your baby makes an earlier than expected arrival, please have your partner or friend call us on our mobile 0431 093 707 and we will aim to get your capsule installed within 48 hours. If your chosen product wasn't available we would be happy to supply you with an alternate carseat or capsule until your chosen product is ready. Your hire dates will simply be changed to encompass the early arrival.

Can we use our car seats/child restraints from overseas?

The simple answer is no. Under law every child car restraint sold in Australia must meet very stringent safety requirements, which are set out in Australian Standard AS/NZ1754. This standard covers all aspects of the restraint including design, materials, performance, safety testing, labelling and so on of child restraints. All restraints must carry the Australian Standard AS/NZ1754 sticker and all our restraints carry this standard. Most child restraints purchased overseas, including car seats from countries such as the USA and the United Kingdom do not comply with this Standards and cannot legally be used in Australia.

Do you have appropriate liability insurance?

We most certainly do. Due to the nature of our business, i.e. hiring baby equipment/installing car restraints, insurance is complex, expensive and extremely difficult to obtain. However, due to the fact that we are a trained, quality hire service, we were able to obtain this coverage and it is always kept current. You should ask about this before hiring from any baby equipment company; most policies do not cover the hire of baby equipment.

At the end of my hire term what do I do?

It is the responsibility of the hirer to arrange to have the hired items returned to us at the end of the hire term. NO reminders are sent. Items not returned on time will automatically be rehired to you at $25 per item per week except for breast pump hires which will incur a $30 weekly fee and you agree this fee will be automatically charged to your nominated credit card. Please ensure you contact us prior to your hire expiring to arrange its return on time.

Can I extend my hire?

Yes, only if it the item is not already reserved for the next hirer. We cannot make any guarantees regarding availability of extensions. Generally we require a minimum of 2 weeks' notice before your hire expires to extend your current term, just so that it isn't booked out to anyone else. Payment for extensions must be paid in advance and unfortunately we cannot use bond money as payment for extensions.

Is the equipment in good clean condition?

All our equipment is in excellent condition, purchased brand new through our relationships with both local and international brands. We take great pride in the very high standards we maintain. This is, however, a hire company not a baby shop. So things aren't brand new when you receive them (unless of course we have brand new stock available for hire and you've requested one of those items specifically). But we will promise they'll be clean, safe, working, ready for use on delivery. If you have any questions or concerns you can always call or email us and we'll attend to your query right away.

Telephone:1300 859 775

Email:info@rockabyebabyhire.com.au

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