FAQs
Delivery & Pick-Up
Where is your service area?
We currently service customers in the Washington DC Metro Area (including surrounding MD/VA suburbs) and the Baltimore Metro Area (including surrounding suburbs).
When should I order?
At checkout we allow you to select your preferred delivery date (or membership start date).
Depending on the item, we can typically deliver gear within 2-8 days from checkout.
However, you may also book your deliveries up to a year in advance.
We recommend expecting parents book in advance and select an initial delivery date (when renting newborn gear like a bassinet) no later than 38 weeks pregnant.
We can be flexible if baby comes early! Shoot us a note (care@joylet.com) if you need to change your delivery date.
How does delivery work?
During checkout you will be asked to select a delivery date. Currently we deliver and pick-up in the mornings before 1pm.
Your item will be delivered package-free and partially or fully assembled to your doorstep on that date.
Note that an adult must be present for delivery unless other instructions / arrangements have been made (i.e. code for package room provided, doorman receives delivery, etc.)
How does pick-up work?
Monthly Rentals:
When you are ready to part with your gear, simply cancel your rental in your customer account. Within 24 hours of canceling your subscription, JoyLet will email you to schedule your pick-up day.
Currently we deliver and pick-up in the mornings before 1pm.
Note that an adult must be present for pick-up unless other instructions / arrangements are made (i.e. code for package room provided, doorman receives delivery, etc.)
Do I need to be home for delivery or pick-up?
Yes, an adult must be present for delivery and pick-up unless other instructions/arrangements are made (i.e. code for package room provided, doorman receives delivery, etc.)
JoyLet's Quality Standards
How does JoyLet select its baby gear for rent?
We scour the market for the best baby gear rated and reviewed by parents, medical professionals, and experts. We pick only top-of-the-line gear that meets our quality standards. We do the research so you don’t have to. We pride ourselves on our curated selection of top baby gear and toys making it easy to select what your child needs. Of course, we are also open to considering suggestions from our customers!
In what condition will my gear arrive?
Your gear will arrive new or in gently-used condition. It will have been thoroughly cleaned and sanitized using non-toxic, NICU-grade products. It will also be tested for quality and safety. Gear is delivered ready to be used.
How is JoyLet's gear cleaned?
When you rent with JoyLet, you’re part of our fam. That means we’ll never deliver something to you that we wouldn’t give to our own little ones to use. You’ll only receive premium gear and toys that are safe, clean, and beautiful to display at home.
Safety and cleanliness are our top priorities. Each item undergoes a 3-Point Care Process:
- CLEAN
- SANITIZE
- INSPECT
While each item gets its own special care routine, below is an overview of our typical process.
CLEAN
Use Baby-Safe Cleaning Products
JoyLet uses only baby-safe, non-toxic products to wash and sanitize its gear. The Environmental Working Group (EWG) categorizes the safety of consumer cleaning products for babies. When selecting cleaning products, such as detergents, we look to the EWG for guidance.
Vacuum
The typical first step in JoyLet’s process is to vacuum each product from top to bottom, removing dried dirt, crumbs, and visible signs of dust and pet hair. We use a specialized, high powered vacuum with small attachments that can access all the nooks, crannies, and seams.
Treat Stains
After vacuuming, we inspect the gear for stains. The nature of the stain determines our approach. Most stains we encounter may be treated with a higher concentration castile soap solution, free-and-clear detergent, distilled white vinegar and/or baking soda. We typically use a soft brush to work the solution in and release the stains.
Wash & Wipe
After the stain treatment has time to work its magic, it’s time to clean the product from top to bottom.
Starting with the hard surfaces, we wipe these down with a solution of castile soap and warm water.
For fabric surfaces, many of our fabrics are machine washable. For those items, we follow the instructions on the garment tags and launder using free-and-clear detergent (pro tip: you can wash your JoyLet gear at home by following these instructions). For non-machine washable fabrics, we also consult the manufacturer recommendations. Typically we massage and wipe down fabrics using a microfiber cloth and solution of castile soap and warm water.
SANITIZE
Hard Surfaces
Now that the products are clean and beautiful, it’s time to sanitize to kill any remaining germs we can’t see.
For hard surfaces, we use CaviCide disinfectant. CaviCide is a medical-grade, non-toxic disinfectant that is trusted by hospitals and NICUs to sanitize even the most sensitive of medical equipment.
Soft Surfaces
For most soft surfaces, we sanitize using an EPA compliant steamer with a HEPA wet/dry vacuum. That’s a lot of acronyms, what does this all mean? First we use an EPA (environmental protection agency) compliant steamer to kill 99.9% of bacteria, viruses, and mold. In combination with this steam treatment, we use a vacuum containing a HEPA filter, meaning it extracts and traps allergens such as dust mites, pet dander, and pollen.
INSPECT
Reassemble
Once our products are clean and sanitized, it’s time to reassemble and test the products before approving them to go back out to be loved by a new family.
If you’ve ever taken a stroller apart, you can relate that it can be a headache to figure out how to reassemble it. Beyond the manufacturer user guides, JoyLet has a proprietary database of disassembly and reassembly instructions that are referenced by our team to ensure products are reassembled appropriately.
Test
We then test potential weak points such as straps, brakes, springs, and wheels to ensure these parts are secure. If necessary, JoyLet replaces parts to ensure the product functions like-new.
After passing reassembly and testing, a JoyLet Quality Control team member approves that item to go back out on rent with a new family.
Caring for my Gear
What happens if I stain the gear? How carefully should I treat the gear?
We understand that life happens and babies are messy! We expect that you’ll use the gear in the same manner as if you owned it. We expect you’ll respect and maintain the gear as if it were your own and we understand that messes will occur.
Each item includes a cleaning guide for maintenance during the rental period. After your rental, we follow a rigorous cleaning process and can remove most stains.
If the gear sustains damage beyond repair, we reserve the right to charge for the gear’s current retail price less any rental payments you’ve made to date. If this occurs, you may keep the gear.
What happens if I break the gear?
Our gear is the best in the industry. It is durable and well made and will arrive to you in new or gently-used condition. If the gear sustains damage beyond repair, we reserve the right to charge for the gear’s current retail price less any rental payments you’ve made to date. If this occurs, you may keep the gear.
Billing
How does my subscription billing work?
Members:
Members are charged their membership fee monthly.
Annual Plan members are subject to 12 monthly payments.
Members do not pay any additional fees.
Monthly Rentals:
When you book your rental you will be charged for the first month at check out, but your rental will start on the day your gear is delivered. We will then charge your credit card every month after your delivery date for the subsequent month.
If you are done using an item, please be sure to cancel your subscription in your account before your next billing cycle to avoid being charged for an additional month.
We charge by the month only and do not offer proration.
What's the minimum rental duration?
The minimum rental duration is one month. Your subscription will continue to bill monthly until you cancel your rental in your account.
Although we do not discount the monthly rental rate for partial month rentals, we are happy to schedule pick-up of your gear before the 1 month mark.
Besides my rental rate, what other fees should I expect?
Service Fee: will be charged at checkout. This includes delivery at the start of your rental, pick up at the end of the rental period, and cleaning your gear. Note that members do not pay this service fee.
Sales Tax: Baby gear rentals are subject to local sales taxes which will be added to your monthly rental rate.
That's it. There are no hidden fees at JoyLet.
Other
Can I add JoyLet gear to my baby registry?
Of course! The best way to do this is by adding JoyLet gift cards to your registry. If you are using a universal registry such as Babylist or MyRegistry, simply use the browser extension to add a gift card.
Alternatively, you may copy and paste the link from https://joylet.com/products/gift-card.
Reach out to care@joylet.com with any questions on this process, we’d be happy to help.
What if I don't see the gear/toy I want?
We’re always on the lookout for the best baby gear, if you find a product that isn’t listed suggest a product by emailing us at care@Joylet.com
What's included in my rental?
Each rental comes with different parts. Please review the product page to see a complete list of included items and accessories for that specific item.
What if I love my rental? Can I keep it?
Yes, JoyLet members can buy out their rental items at discounted prices!