Help Center
Yes! All rentals are thoroughly cleaned and sanitized after every use to ensure they meet the highest standards for safety and hygiene.
Yes, plans change! Just get in touch, and we’ll update your order accordingly.
Yes. For a full refund, please cancel at least 48 hours prior to your rental start time.
Cancellations under 48 hours receive a 50% refund.
No refunds are issued from the start date onward.
Yes, as long as the additional items are available. Contact us early to reserve what you need.
We stick to a 9 AM – 12 PM window for operational efficiency, but we understand things come up. If you need a different time, please contact us—adjustments are subject to driver availability and route.
Of course! Just place your order with delivery service selected, then contact us with your order number. We’ll adjust the service and refund the difference. For example, have my items delivered by a driver but return them myself, or vice versa.
Yes, just let us know in advance. Thanks to our flat-rate pricing, there are no additional charges for adding more days—we simply need to confirm the item’s availability.
Yes! If you’re looking for something specific that isn’t in our catalog, please don't hesitate to contact us. If it’s within reason, we’ll do our best to source it for you.
Absolutely. Just reach out as soon as possible so we can update your order and avoid sending our drivers to the wrong location.
Yes! You can set different addresses for each—we know that some travelers move around the island and need flexibility. Just let us know in the order details or contact us to confirm this change.
Ordering is quick and easy. Visit our Order Portal, browse our baby gear and beach essentials, choose your rental dates, and check out. You’ll receive confirmation and details via email.
Need help? Click "watch demo" above to view our step-by-step video.
Reach out to us immediately at hola@islandbutler.com. We'll resolve the issue as quickly as possible.
Once you book, you’ll get step-by-step instructions. On your rental Self-Pickup & Self-Drop-Off dates, your gear will be waiting at our secure lobby location, and you’ll be given an access code to enter.
The earlier, the better—especially during high season! We require at least 48 hours’ notice, but feel free to reach out for last-minute availability. We’ll do our best to accommodate your order.
You’ll receive a reminder email the day before. Then, on the day of service, your driver will call you between 9 AM and 12 PM to coordinate the handoff.
Nope! Self-service is available 24/7—you can Self-Pickup & Self-Drop-Off any time on your scheduled start and end dates.
You can choose between:
Driver Delivery & Return: Have us deliver and collect your items directly to your location. (Subject to approval based on date and area.)
Self-Pickup & Drop-Off: Pick up and drop off at our 24/7 location (Picaflor Stays, Santurce – 10 minutes from the airport).
If we’re unable to accommodate your Driver Delivery & Return—something we’ll let you know within 24 hours of placing your order—you have two options:
1. Switch to Self-Pickup & Drop-Off at our location in Picaflor Stays (Santurce), just 10 minutes from SJU Airport (View on Google Maps). Our location is accessible 24/7 and easy to walk in or park to grab or return your gear. We’ll refund the Driver delivery & Return service fee.
2. Request a full refund for your entire order if you prefer not to proceed.
No problem—if you need to cut your trip short and can’t make your scheduled return, contact us right away.
We’ll either coordinate an emergency return or give you access to our 24/7 Self-Drop-Off location at Picaflor Stays in Santurce (View on Google Maps), just 10 minutes from SJU Airport. It’s easy to access with parking and walk-in entry.
All Deliveries and Returns happen between 9:00 AM – 12:00 PM on your rental start and end dates. Need a different time? Contact us—we’ll do our best to accommodate you, depending on driver availability and route.
Our self-service location is at Picaflor Stays in Santurce (View on Google Maps), a central, walkable area just 10 minutes from the SJU Airport.
It’s accessible 24/7. You can walk in or park and quickly grab or drop off your gear at your convenience.
We do our best to match your order exactly, although on rare occasions availability may vary. Like a car rental service, we carry a variety of trusted brands with similar features. If your selected item isn’t available, we’ll provide a comparable model with the same functionality and quality.
If you'd like to confirm the exact model will be available for your dates, feel free to reach out to us directly at hola@islandbutler.com.