FREQUENTLY ASKED QUESTIONS
DROP OFF/PICK UP
When will my first delivery/pick up be?
Your service will commence on the Monday following your sign up with us! This doesn't include weekends though which means that if you sign up on a Saturday or Sunday, your service will begin the week after. For example, if you sign up on Sunday the 1st of January, your service will commence on Monday the 9th of January.
What days will you collect my nappies?
To ensure nothing gets too smelly and there's no buildup of your used nappies, we'll collect them on Mondays, Wednesdays and Fridays.
You just need to pop your used nappy basket out the front of your house and we'll swing by to grab the dirty nappies. We'll leave you with a new, clean basket with your replenished ready-to-go nappies.
How do I know how far from Frankston I am?
If you're trying to work out the cost of pick up/delivery, check out the page below!
Click here.
Will you remind me to put my used nappies out for collection?
We sure will! We'll shoot through a text message the night prior to your pickup. You don't need to be home for our collection - so if you are heading out for the day, just be sure to pop the used nappy basket out for us to collect.
Can I change the drop off/pick up days?
We have the three set days of the week allocated for drop off and pick up to maximise the cleanliness of your nappies. We also use the other days of the week to prioritise the washing and preparation side of things! For these reasons, we are often unable to accomodate alternate days. If you do find yourself in a pickle for any reason, please reach out and we'll do our best to see if we can help!
I want to pre-purchase more than 12 weeks, is that possible?
It sure is! The simplest way to do this is to reach out to us directly. We're more than happy to help you set yourself up for an extended period of time.
I'm going to pick up/drop off at your house, where should I leave my used nappies?
First of all, welcome to our crib! Please pop your used nappy basket at our front door. We'll have some signage to let you know you're in the right spot! We'll also have a clean basket waiting for you, filled with replenished ready-to-go nappies.
What if I forget to put my used nappies out?
Doh! Life is busy - we get it! We will send you a reminder text the night prior to your collection. If you do forget to pop your used nappies out, it will throw a slight spanner in the works! For this reason, there is a $10 disruption of service charge. This covers any additional washing or nappies that we need to supply in lieu of those we weren't able to collect. If this charge does need to be processed, it will be done alongside your next direct debit.
OUR NAPPIES
What nappies do you hire out & why?
We've tried and tested quite a few different brands but none seem to compare to Mimi & Co's 2.0 Modern Cloth Nappies. They're beautiful quality, incredibly durable and the patterns/designs are SO cute!
We know that you'll love them too - which is why we made the decision to hire them out to families.
Will these nappies fit my child?
Mimi & Co's MCN's are designed to fit little ones from anywhere between 2.5kg all the way up to 20kg! This means your nappies can see your little newborn all the way through until they're toilet training. Not to get all eco-friendly up in here but that's saving an average of 6000-9000 disposable nappies from landfill! For assistance with fitting your nappy, please see Mimi's guide here.
Can I pick the patterns/designs that I hire?
Currently we're unable to offer this however it's certainly something that we'd like to have up and running in future! So watch this space. The nappies that you do receive as part of your hire packages are all gorgeous though - we know you'll love them! If you feel strongly about any in particular, please don't hesitate to reach out and let us know.
What happens if I haven't used all of my nappies when you come to drop off fresh ones?
Each Monday (excluding your first delivery day of course), we ask that you place both your used nappies and unused nappies at your door. This helps us keep track of our inventory and ensure that all nappies are being evenly rotated to maintain longevity.
Will my family have the same nappies throughout our service or different ones each time?
Every family that signs up with us will have their own collection of nappies across the duration of their service. Our nappies are categorised so that we can keep an eye on which one belongs where! This also means we can make sure that all nappies are returned to us.
How do I store used nappies when I'm out and about?
We'll provide you with 2x large wet bags and 2x small wet bags. You'll just pop your used nappies in these and bring them home with you before popping them all in the used nappy basket when you get home.
Can my child wear these nappies at childcare?
Absolutely they can! Just be sure to send a wet bag for the educators to pop the used nappies in.
Alright, I've made the call! I want to buy some nappies for my family, where can I purchase them?
If you'd like to purchase some Mimi & Co nappies of your very own, click here. You can still have us clean and prepare your nappies for us - you'll just need to switch to the Cleaning Only services.
How many disposable nappies am I saving from landfill by switching to cloth?
On average, a child uses between 2500 to 3000 disposable nappies across their first year. This means that if your little one is in nappies until they're 2, you will have prevented up to 6000 nappies from entering landfill! That is absolutely something to write home about! Go you!
CLEANING
What's the cleaning process at TTHB?
We're glad you asked! We're pretty proud of our processes here. We start by separating all of the inserts and shells. If there are any especially devious looking stains, we'll pre-soak these prior to their washing. The rest of the process is as follows:
1. Pre-wash at 40 degrees celsius for 55 minutes.
2. Main wash at 60 degrees celsius for 2 hours and 30 minutes.
3. Pop the inserts and boosters into the tumble dryer (this maintains their softness and keeps them comfy for our littles)
4. Air dry the nappy shells to protect their TPU lining - that inner waterproof goodness.
5. We then stuff your nappies according to the absorbency needs of your child.
6. All nappies are lined with 100% bamboo compostable liners to protect the athletic wicking jersey of the nappy and make poo explosions easier to handle!
7. Nappies are folded meticulously and stocked ready for your next delivery.
What products do you use?
We've given a few different products a crack but we just could not go past the 'Dirt' range. We use both their advanced wash detergent and powder booster. For more information on what these products are made up of (we promise it's the good stuff! Nothing nasty on your little love), click here.
Do I need to do any cleaning at home?
Nope - that's our job! It'd be handy if you can pop your compostable bamboo liners in the bin but don't stress if you forget. We'll take care of all the cleaning on our end - that's why we created The Too Hard Basket! Spend your time doing the more enjoyable stuff.
What do I do with soiled nappies?
Nothing special! If you're out and about, wrap them up to contain any nasty smells and pop them in your wet bag. Upon getting home, chuck them in the provided laundry hamper ready for us to collect shortly. If there are solid pieces, just pop them into the toilet for us!
BILLING & PAYMENTS
When will I be charged for my services?
Your first payment will be due at the time of purchase/sign up. If your subscription is ongoing, you'll be charged weekly on a Friday via direct debit.
What happens if I miss a payment?
We'll process direct debits on Fridays. If your payment is unsuccessful, we will reattempt it on the Monday of the following week. If the second payment is unsuccessful, we will reattempt it one last time on the Wednesday. If this final attempt is unsuccessful, we'll collect all hired out items on the Friday of the same week. If you run in to any troubles with payments, please reach out to us. We're always wanting to accomodate families needs where we can!
Am I locked in for a minimum amount of time?
Absolutely not! We're here to help when, and if, you need it! You can sign up for a week and if you feel that MCN's aren't quite the right fit for you, call it quits. We'll organise to collect the hired out items from you on the next pick up/delivery day.
Can I pause my subscription?
Of course! Whether you've had something come up or you're off on a family holiday (take us with you!), you're more than welcome to pause your subscription. You'll just need to shoot us a message. Click here.
I've received a gift card, how do I use it?
Oh you lucky thing, you! Whoever gifted you this must think you're the ducks guts! Your gift card will have a unique code that you'll just need to apply at checkout. If you get stuck at all, please do not hesitate to reach out to us.
Do gift cards expire?
Nuh uh - no way! Take your time... We'll be here :)
GENERAL
I have multiple children, are there any discounts/offers in place for this?
Of course there are! We're not animals. As parents of three under two (two of them twins, mind you!) we can appreciate that costs ramp up with multiples! For this reason, any additional children you sign up will receive a 20% discount. You'll also only need to cover the cost of delivery once (duh, of course!).
What happens if I damage a nappy?
Uh oh! Whether the dog has gotten to the nappy or it's fallen out of a moving car and been flattened to the point of no return, we get that accidents happen. We charge $45 for any damaged nappies. This covers the cost of replacing the nappy.
Do I get to keep the provided shelves and baskets?
Unfortunately we need those guys back at the end of your service with us! When we come to collect your final used nappies, we'll pick up the shelves and baskets as well.
What happens if I damage the shelves or basket provided?
We do still have to replace these bad boys if they get damaged. For this reason, we charge $20 for any damaged nappy baskets and $50 for any damaged shelving units.
I have a friend that I want to refer, do you offer any discounts or special offers for this?
Oh stop it you! We're chuffed. We certainly do have a discount for both you and your friend if they sign up. Upon the new registration, you'll both receive one week of free delivery (if within 20km of Frankston) AND 10% off. Shoot us a message to get this show on the road!
I want to purchase your services as a gift for someone, how do I go about this?
You can purchase a gift card for someone by clicking here. If you'd like to put a different balance on the card than what's offered on our website - shoot us a message and we'd be more than happy to help! Alternatively, if you'd rather pre-pay for a particular service, please reach out to us and we can get this organised for you.
Can I use barrier/nappy creams with these nappies?
Absolutely you can - that's one of the reasons we pre-line all of your nappies with the compostable bamboo liners. When barrier creams come in contact with the nappy directly, they can penetrate the fibres which in turn effect the absorbency.
HAVE WE MISSED SOMETHING?
If you still have questions, send them our way! We're more than happy to help. Shoot us an email at info@thetoohardbasketaus.com.au