Frequently Asked Questions
How are items cleaned?
Our LoopCare safety and cleaning protocol begins with a rigorous quality assurance inspection and documentation of each item between every rental to ensure it functions safely and per the manufacturers specifications. Items that do not meet these specifications are pulled from inventory and repaired or replaced as needed. Items are cleaned per the manufacturer's specifications between every rental. We use a variety of cleaning products and materials, listed below, that are child safe, eco-friendly and less harmful to the environment. Products used by Loop for cleaning include:
- Force of Nature
- UVC Sanitizing Wand
- Seventh Generation Dish Soap
- Seventh Generation Disinfecting Wipes
- Warm Water
- Distilled White Vinegar
- Electrolux 450 G Force Washer & Dryer (Cold Water)
- eOn Sanitizing Mist
- Nellie's All Natural Unscented Powder Detergent
- Nellie's Eco-Friendly Unscented Dryer Balls
- Air Dried and Machine Medium Dried
What is your SNOO safety and cleaning process?
All Loop SNOO's go through our rigorous LoopCare safety and cleaning process that meets the manufacturer cleaning care specifications.
- Step 1: Upon return from each rental the SNOO is thoroughly examined by trained Loop technicians to ensure Safety. Each SNOO is tested for complete and full functionality including network & app connectivity, power, motion, sound, parts and software updates. Once the SNOO meets our quality assurance standards it moves to the next phase for cleaning.
- Step 2: Sheet and swaddles are inspected for functionality and safety. They are then professionally laundered.
- Step 3: SNOO is thoroughly vacuumed along the base and in the crevices to remove any debris.
- Step 4: SNOO is then wiped clean and disinfected using the Force of Nature cleanser on the side netting, base and mattress. Side netting is also steam cleaned.
- Step 5: SNOO is then vacuumed a final time to remove any additional debris.
- Step 6: SNOO is finally sprayed with our eOn Sanitizing Mist and our UVC Sanitizing Wand.
- Step 7: SNOO is then air dried, covered and stored in our warehouse until its next delivery.
- Step 8: Prior to the next delivery each SNOO is visually inspected yet again and placed in our van ready for our next member delivery.
Are Loop items used - what quality are these items in?
Some items are brand new and others have been gently used. Every Loop item is in excellent shape, and is deep-cleaned, sanitized and quality checked before arriving at your home.
Do I need a membership to rent with Loop?
No, you don't need a membership to rent with Loop! Simply find the products you'd like to rent & checkout - we take care of the rest.
For those who want to rent multiple times and/or are looking for a discount, our membership does offer a savings of 33% or more on ALL item monthly rental fees, plus a savings of $15 on every delivery fee ($35 per delivery instead of $50 - saving you on every order!). Members also have insurance coverage for any minor damage. And, we offer other benefits of becoming a member including 10% off all of your travel baby gear and toy rentals with Baby Quip.
Joining as a member is our most popular way to rent, especially with first-time expecting parents who get the confidence and flexibility they need and the value they deserve.
What are your standards for selecting items?
Our Golden Rule: We only carry items that we would be excited to use with our own families. We evaluate products on four criteria:
- Quality: We select products that are strong, durable, and well-designed, and effectively foster learning and development.
- Safety: We make sure that products meet all relevant safety standards, and do not offer products if we feel we cannot guarantee their safety, such as car seats or helmets.
- Sustainability: In addition to selecting durable products that can be safely reused, we also favor products that are made from natural, non-toxic materials and sustainability-focused brands when possible.
- Value: We select the best, most valuable baby products and make them accessible and affordable, so you can care for your family without compromise.
How does membership and billing work?
For all customers, your billing date will remain the same each month. Your first month of any item rental is paid up front, and we use that charge as a credit upon your next recurring bill date to keep your billing in sync regardless of when you have items delivered.
If you join as a brand-new Loop member, your first order will include the membership plan as well as the first month’s deposit for all of your rentals. Your membership period will begin on the date for your first delivery, and will automatically renew one year from that date. The rental period for any items delivered on that date will also start, and be set to automatically renew on a monthly basis.
Visit our membership page for more details.
How can I give Loop as a gift? How does it work?
You can give the gift of Loop in the form of a digital gift card - order here!
*Note, the $75 product credit with a gift of a membership is only valid for new members.
Where is Loop available?
We serve most of the San Francisco Bay Area, Tri-State Area, and Greater Philadelphia. To find out if Loop is available near you, please click the red button at the top of our website that says “Check delivery area” and enter your zip code.
If you have any questions about Loop’s availability in your area, please contact us or email firstname.lastname@example.org.
I'm expecting. How do I prepare for baby's arrival?
We are here to help during this exciting time! Schedule a consult with our expert concierge team as soon as you start thinking about baby gear so we can help plan what you need and schedule a stress-free delivery. You can reserve items for delivery well ahead of your due date at no extra cost to you. Simply pay upfront for the first month and your second month doesn't bill until a month after your first Loop delivery.
How do I place Loop items on my registry?
You can create a registry by selecting “Add to registry” on any PDP. We integrate with Babylist to make sharing your registry easy! View more details about registries here
What if I don't see the item I want?
Let us know! We're happy to consider new additions. Some of our most popular items have come from member suggestions.
How do I schedule a delivery?
After you check out and pay for your Loop membership and selected items, we'll contact you within two business days. If you're currently expecting, we recommend scheduling your delivery 2 weeks prior to your due date. We encourage you to order well in advance if you're expecting, as we're happy to hold←Minor suggestion: change to “reserve” instead of hold items until it's closer to your due date.
How do I schedule a pick up or cancel my membership?
You can cancel your membership and/or schedule pickups through your account page, or by contacting us at email@example.com.
All cancellations of memberships and/or item pickups must be done prior to the renewal date, in order to avoid any charges or fees. Once billed, renewal charges are non-refundable.
How quickly will I get my item?
Items can typically be delivered within 5-10 business days, or at your desired future date.
What if I damage an item during use?
Normal wear and tear is completely expected and our LoopCare team ensures every returned item is up to standards before sharing with the next family.
Membership includes insurance coverage. For any damage that is larger and/or impacts the ability to use the product we have a “don't sweat the small stuff” policy for our members. We won't charge members for any damage that is repairable, or for any damage that requires replacement of an item and/or parts that retail for $25 or less. For higher-valued items, or if abuse is suspected, we reserve the right to charge up to 50% of the item's retail value.
What if I lose an item during use?
For our members, our “don't sweat the small stuff” policy extends to lost items, too. We know how small pieces can easily find themselves lost in the couch, the cabinet crevice only tiny fingers can fit in, the airport Uber, and too many places in between.
We won't charge for any nominal lost item or part that can be replaced for $25 or less. For higher-valued items or if abuse is suspected, we reserve the right to charge up to 50% of the item's retail value.
What if I want to buy out my items?
What if I need an item for less than 1-month?
The minimum rental period for all items is one month. You can schedule a pickup before a monthly rental period is over if you’d like, however there will be no proration of the monthly rental fee. You can request a pickup from your account page or by contacting firstname.lastname@example.org.
What if I want to swap my items?
No problem—Loop is built to be flexible. Schedule a swap by placing the order for your new items and marking the items you want to return from your account page. We'll coordinate the swap from there.
How do I get instructions for using my item?
Please contact us for any product questions or needs.
When do you retire items?
We retire items when they no longer meet our quality standards. If an item is broken and cannot be fixed, we do our best to recycle it. We also donate items that continue to work well but no longer fit within our current offering.
I love Loop! How can I help spread the word?
We're working hard to get our referrals program back up and running. If you have previously shared Loop love or have a referral code that isn't working properly, please let us know at email@example.com .
Will you take my other used baby gear?
Possibly! We offer Loop credits for items currently in our catalog and in excellent condition. To learn if your item(s) are eligible, please fill out our Trade In, Trade Up form here and one of our team members will reach out to you.
Will I always receive the same color item that is pictured on the website?
In most cases the item you receive will be the same color as the item you saw pictured on the product detail page. However, on occasion we need to swap items out for other similar neutral colors based on product availability from the manufacturer.
What happens if I need to cancel or reschedule my appointment?
Please notify us at least 24 hours in advance of your scheduled appointment if you wish to cancel or reschedule your Loop delivery, pickup, or swap. A “no-show” or cancellation/rescheduling without at least 24 hour notice will result in a $20 rescheduling fee.
For deliveries canceled without 24 hour notice, the order total amount will be refunded minus $20 for the last minute cancellation fee.
If a pickup is canceled/rescheduled without at least 24 hour notice and is not returned within one week of the originally scheduled pickup date, the items scheduled for cancellation will be billed for a one month rental period (non-refundable). If desired, you can rent the item for the month billed and a new pickup date can be scheduled at the end of the rental period.
What happens if I change my mind about returning an item?
If you decide at the last minute that you wish to continue renting an item, please notify the Customer Experience team or let our Delivery Experience associate know at the time of your scheduled appointment. The item will then be added back to your rental subscriptions.
However, please note that the last minute cancellation fee of $20 still applies for pickups canceled without notice at least 24 hours in advance of the scheduled appointment. The last minute cancellation fee does not apply to swaps, so long as the order scheduled for delivery is not canceled.
What happens if I forgot to cancel a rental or my membership plan before the renewal date?
Once a membership plan or monthly rental renewal is billed, the charge is non-refundable for any reason.
If you wish to return a rental, please ensure that a cancellation request is submitted ahead of the renewal date either through the dashboard or by contacting firstname.lastname@example.org. The cancellation request may take up to 2 business days to process.
A fee of $25 may be charged if the canceled item cannot be picked up within 7 days of the end of the last rental period.
Why was I billed for an item I only wanted to rent for one-month?
All Loop rentals are consolidated to one monthly billing date, to make it easier to remember when you'll be billed each month. When an item rental starts “mid-cycle” (i.e. is delivered between billing cycles), a prorated amount will be charged on your next monthly statement to cover the partial rental period between the delivery date and your next billing cycle. If the items delivered mid-cycle are canceled and returned within one month of the delivery date, the prorated charges will be credited back at the following billing cycle.
One month of rental is always covered by the payment made when an order is placed, which acts as a deposit, and will show up on your statement as a credit applied.
What if I want to have the item I'm renting replaced with a new one?
Please inspect your rental items on the day they're delivered. Contact us immediately if any of the items delivered are damaged or not in functional condition, and include a photo or video of the item for reference.
If an item stops functioning during rental, please contact us. Include a description and photo reference of the issue with your submission. We typically replace items free of charge if the item stops functioning due to normal wear-and-tear, but we may charge for a replacement if there’s reason to suspect the item has been misused.
Renters are responsible for basic maintenance and cleaning of the item during the duration of the rental. If you'd like to have your rental replaced for reasons unrelated to the functionality of the product, a new order must be placed for the new item regardless of the status or duration of the current rental.
If you have any questions about replacements, please don't hesitate to contact us.
Is rush delivery available?
We understand that sometimes you just need something when you need it! We evaluate rush delivery requests on a case-by-case basis. When you place an order, you should receive an automated text message confirming your order. You can respond to that text message with your rush delivery request, or get in touch using the contact form. The surcharge for the rush delivery will be determined based on the specifics of your request.
What if the product I rented doesn't work out or my child doesn't like it? Can I have the order refunded?
One of the benefits of rental is being able to try different products without the commitment of buying them. For that reason, we don't offer refunds for reasons other than a product being delivered in a broken/non-functional state, or in a condition that doesn't meet the standards of LoopCare.