Frequently Asked Questions
What is your safety & cleaning process?
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 cleaned and disinfected using the of Nature Force 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.
Which Plan (Annual or Monthly) is best for me?
The Loop Annual Plan is designed for first-time expecting parents that benefit from the confidence and community that Loop provides. With free Loop Parent Advisor consultations, registry planning assistance, Unlimited Drop-offs & Pick-ups, 10% back in credit and 30-day risk-free product rentals Loop gives first-time expecting parents the confidence and support they need with the value they deserve.
The Loop Monthly Plan is designed for parents that need a few items for a short duration, as it only offers 2 drop offs and/or pick ups per month. Most Monthly Plan members use Loop items to supplement owned items.
How does the 10% credit back program work for Annual members?
Annual members earn 10% back on all item rentals starting January 1, 2022. Members will earn 10% back in Loop credits for all products rented. Credit will be awarded to members in the form of a personalized coupon code, eligible for redemption on new item rentals. Members will receive their credit once per quarter as long as they remain active. In 2022, credits will be awarded on or around April 1, July 1, October 1, and January 1, 2023.
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?
You will need to become a Loop member to rent items. Before you check out for the first time, you will be prompted to select a monthly or annual plan. Visit our membership page for more details.
You'll pay at check out for the first month of items (and your membership if it's your first-ever order). Then we won't bill you again until a month after we deliver the items to you, so you never have to pay for time not used!
If you're an annual member, that means we also push out your membership renewal date to be a year from first delivery, and if you're a monthly member, you won't be billed again for your membership until a month after your first items are delivered.
Your billing date will remain the same each month, and we'll pro-rate as needed based on new items you order.
How can I give Loop as a gift? How does it work?
Yes, you can give the gift of Loop in the form of a gift card! To order a gift card, contact us here. Let us know the amount you'd like to give and if you'd like us to send the gift to your recipient right away, or if you prefer to send it yourself. We'll be in touch within 1-2 business days to confirm your details, payment information and to set up your gift card!
Where is Loop available?
SF Bay Area: We deliver throughout the SF Bay Area in California and serve the counties of San Francisco, Alameda, Contra Costa (select locations), Marin, Napa (select locations), Santa Clara, San Mateo, Solano and Sonoma (select locations).
New York City: We deliver to all zip codes in the five boroughs of NYC. More locations are coming soon!
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?
We are working hard to get our integration with Babylist back up and running. If you have a registry with Loop or are interested in gifting a registry item, please contact us at email@example.com and we will help.
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 email you within one business day to schedule your home delivery. 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 items until it's closer to your due date.
How quickly will I get my item?
Items can typically be delivered within 5-10 business days, or at your desired future date. Annual members get priority delivery, typically within a few business days.
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. 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. As parents, we know accidents happen. Just please let us know as soon as the damage occurs and we'll take it from there.
*The “don't sweat the small stuff” fine print: We won't charge for any damage that is repairable, or for any damage that requires replacement of an item and/or parts that retails 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?
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. Our “don't sweat the small stuff”* policy extends to items, too. Reach out as soon as something is missing and we'll take it from there.
*The “don't sweat the small stuff” fine print: We won't charge for any nominal lost item that can 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?
We do not allow members to "buy out" items. Item rental fees must be paid on a monthly basis and cannot be pre-paid so as to "buy out" an item. In instances where item rental fees are collected in advance (Registry, Gifts), Loop will deduct rental fees from this credit on a monthly basis. We do maintain that you'll never pay more, in the item's total rental fees, than the retail price plus tax that is listed on our website. You must maintain your membership throughout the rental period in order to qualify. Once your monthly payments add up to the retail price of an item, we will stop charging you for it on subsequent monthly payments. You can hold onto it as long as you like. Once you're done with the item, we'll pick it up just like any other item.
What if I need an item for less than 1-month?
Our minimum rental period is one month. Loop products are rented on a monthly basis, as such we do not prorate billing but you can schedule a pickup before 1 month if you wish. Schedule your return from your account page.
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.
Are Loop items used?
Some items are brand new and others have been gently used. Every Loop item is deep-cleaned, sanitized and quality checked before arriving at your home.
How do I get instructions for using my item?
Most manuals are linked on the product's page via our website. Annual members get in-depth in home demonstrations for any of our products.
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 previously shared Loop love or have a referral code that isn't working properly, please let us know at firstname.lastname@example.org.
Will you take my other used baby gear?
Possibly! We're looking for items currently in our catalog and in excellent condition as we grow the business. Reach out to us at email@example.com and let us know what you have to offer.