FAQ


How are your linens and towels cleaned? 

All of our products are thoroughly cleaned after every use. Linens and towels are professionally laundered by a commercial laundry service and this includes all pillows, comforters and blankets. 

How new are your rental items?

All of our rental items have been purchased new. When any damage or wear is noted, we immediately replace the item.

What if I need something not listed in your services?

If you do not see what you are looking for, please call us at 401-368-8830, and we will see if we can get it for you in time for your arrival.

Is the check out process secure? 

Yes, our shopping cart is secure. We use Shopify's shopping cart feature, which includes an SSL certificate that uses industry standard 256-bit encryption technology. This is the same level of encryption used by large banks to keep your information secure.

Why can't I enter the Check-In date that I need? 

Our website may force your check-in date to be 1 week out from the date you place your order to ensure that we have enough time to prepare your order for delivery. HOWEVER, if you are placing your order last minute, please call us at 401-368-8830. Last-minute orders are not a problem and we will be able to manually override the check-in date and get your order ready. Last-minute orders being delivered outside of Rhode Island may incur an additional delivery fee.

Can I pay for my order over the phone?

Yes. Please call us at 401-368-8830 to place your order and pay for it over the phone with a credit card.

What methods of payments are accepted?

Visa, MasterCard, Amex, Discover, PayPal, Amazon Pay, Diner's Club and JCB.

What is your cancellation policy?

Cancellations requested once an order has shipped usually will not receive a refund, but we understand that things happen, so we will work with you. Call us at 401-368-8830, if you need to cancel. We cannot issue credit for unused items or early returns.

Do you require a minimum order?

No. There are no minimum orders.

Is there a fee for deliveries? 

Delivery is Free to delivery addresses in Rhode Island, and there is a very reasonable fee for delivering outside of Rhode Island (calculated at checkout). 

How do I rent for multiple weeks?

Each rental item has a field where you select length of stay (either 1, 2, 3 or 4 weeks). Choose the correct number of weeks and you will see the price of the item change accordingly. Each additional week after the first week is charged at just 50% of the first week's rate. Please call us at 401-368-8830 if you're staying for more than 4 weeks and we will process your order over the phone.

How far in advance should I place my order?

To ensure availability, we suggest you place your order as soon as your travel plans are confirmed or up to 1 week before your stay. Depending on availability, we can accommodate same day requests or requests that come up during your stay. 

Where do you deliver?

We delivery everywhere. For delivery addresses outside of Rhode Island, please order at least 1 week in advance, but if you're a spontaneous last-minute vacationer, call us at 401-368-8830, and we will work with you to get your order delivered to you on time!

When are deliveries and pickups scheduled? 

Items will be delivered to the door of your vacation rental on your check-in day (we say by 8:00 pm, but it's usually much earlier than that). Items are picked up from your vacation rental on the day of your check-out. Please place all items OUTSIDE of the vacation home by 10:00 am on check-out day. Items not left OUTSIDE for pick up by 10:00 am will incur a $25 per day charge until they are returned to us. There will be instructions for pick-up on/in your delivery package.

Do I need to be present for deliveries?

No. We do not require guests to be at the delivery location at the time of delivery. If you are not present, we will leave linens and towels outside the location in an appropriate place. This is typically at the front door of the rental location. If this is not an option, we will leave the items in an area close to an entry door and with best cover from the weather. We will call you to let you know where the items are located if they are not readily visible. Upon receipt, please check our delivery to ensure that you received all of the items you ordered.

Can I wash items while on vacation?

Yes. Linen and towel items can be washed while on vacation. Please follow the care instructions on the labels. Please remember to wash anything white separate from color items. If items are discolored or damaged upon return, we will charge for replacement items.

Towels: Wash colors separately. Our linens are white - please do not turn them other colors or we will have to charge a damage fee; wash them separately from beach towels and other colored items.  Do not iron. If there is a stain, please either use Oxyclean or leave for our linen service to resolve. 

Linens: Wash using cold water on delicate cycle with a mild detergent. Tumble dry on low heat. If there is a stain, please either use Oxyclean or leave for our linen service to resolve. Do not wash our items with beach towels or colored items.

* Do not use chlorine bleach on any of our items. You may use CLOROX2 on our linens and towels.

What happens if I damage or fail to return a rental item?

We will evaluate the cost of replacement of the item that is damaged or missing and assess you a damage fee. Please let us know as soon as you realize one of the rental pieces has been damaged, stained, torn, lost or broken beyond repair. If you need the item replaced, please call us. As soon as we can check out the damaged item, we will let you know the amount of the damage fee that is going to be charged to you. All of our items go through a strict quality assurance inspection before every delivery, but if you believe something was delivered to you damaged or stained, please call us immediately so we can rectify the situation. Towels and linens returned to us with irreparable oil and other unusual stains will be assessed a damage fee.

What do I need to do before I leave my rental property on check-out day?

On the day of check out, double check your rental property for all delivered items, even the small items which tend to go missing, such as pillow cases. If you ordered beach gear, please remove all sand, sunscreen, debris and make sure equipment is dry before return. Place everything back in the delivery box(es)/bag(s) in the same location where your order was dropped off, no later than 10:00 AM. Items not left outside for pick up by 10:00 am will incur a $25 per day charge until they are returned to us.

Do I still leave my rental items outside on check-out day if it's raining?

Yes, even if it's raining, please do. However, we would really appreciate it if you could try to put them under cover from the weather, if possible (under an overhang, etc.). If you do leave them in a protected location for us, please call us at 401-368-8830, and let us know where they are.

Do I need to clean the linens and towels upon return?

No, there is no need to wash or fold linens and towels for their return to us. Place everything back in the delivery box(es)/bag(s) in the same location where your order was dropped off and leave them for us to pick up. 

Disclaimer:

Vacation House Linen & Towel Rentals, LLC, assumes no responsibility nor liability for any injuries or accidents due to the use or mis-use of any rental item, including, but not limited to, all rental items available on this website. 




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