Frequently asked questions
Everything about booking, delivery, scooters, strollers and park rules.
Booking and payment
How do I make a reservation?
Choose your equipment, select your dates and pay online by card. You get an email confirmation right away. You can also book through WhatsApp at +1 (689) 287-9027.
How far in advance should I book?
As early as possible, especially during school holidays, public holidays and year-end, when scooters and double strollers sell out. Online bookings need at least 24 hours in advance for Monday–Friday deliveries and 48 hours for Saturday and Sunday deliveries. For closer dates, message us on WhatsApp at +1 (689) 287-9027.
What is the minimum and maximum rental period?
A minimum of 4 days and a maximum of 31 days per reservation.
Do I need to pay a security deposit?
No. You only pay for your rental.
When is my card charged?
At the time of booking. Your reservation is confirmed once payment is received.
Which payment methods do you accept? Do you accept international cards?
We accept credit and debit cards, including international cards, processed securely by Stripe. We also accept Zelle; ask our team on WhatsApp for the details.
Can I rent more than one item in the same reservation?
Yes. Add everything to your cart and choose the dates for each item.
Do you offer discounts for groups, travel agents or military?
Yes, we have special conditions. Talk to our team on WhatsApp. Discount codes cannot be combined.
Delivery and pickup
Where do you deliver?
To hotels, resorts and vacation homes in the Orlando and Kissimmee area.
Is delivery free?
Yes, within 8 miles of Walt Disney World Resort. Beyond that radius, there is a one-time US$15 fee that covers delivery and pickup.
What are your delivery and pickup times?
Two daily windows: 8–10 AM and 5–7 PM. You choose your window when booking.
Do I need to be present for delivery?
At Walt Disney World Resort hotels, yes: delivery and pickup are made in person at the lobby entrance at the scheduled time. At other hotels and resorts, we leave the equipment at the front desk or bell services under your name. At vacation homes, delivery is in person and our driver waits up to 15 minutes.
Can the equipment be delivered before I arrive at the hotel?
Yes. We can leave the equipment at your hotel before check-in so it is waiting for you.
Do you deliver to the theme parks, the airport or Disney Springs?
We do not deliver to these locations. For special occasions, ask about our concierge (VIP) service.
I am staying at more than one hotel. Can you deliver to one and pick up from another?
Yes, many customers do this. Enter both addresses when booking so we can confirm they are in our service area.
How does the return work?
On your last day, leave everything at the front desk (hotels) or at the agreed spot (vacation homes) at the start of the pickup window. At Disney resorts, pickup is in person. Equipment left inside a room incurs a US$50 fee.
What if I miss the delivery time?
If a second trip is needed, there is a US$20 fee. Let us know on WhatsApp if anything changes.
Mobility scooters
Do I need a doctor's note to rent a scooter?
No. Any adult who needs help getting around can rent one.
What is the minimum age to drive a scooter?
18 years old. Scooters carry one person only; never carry children or passengers.
What is the weight limit?
It depends on the model and is listed on each product page. For example, the Scooter 4 Wheels supports up to 265 lbs (120 kg).
How long does the battery last?
A full park day in most cases. The Scooter 4 Wheels goes up to 25 miles (40 km) per charge. Charge it every night using a regular outlet in your room.
Is the scooter hard to use?
No. At delivery we show you how to turn it on, accelerate, brake and adjust the speed. Practice for a few minutes at the hotel before your first park day.
Can I take the scooter on Disney buses, the monorail, the Skyliner and boats?
Yes. Our models are compatible with Disney transportation, which is accessible for scooters with help from Cast Members.
Does the scooter fit in a car trunk?
Yes. All our models fold or come apart to fit in a car trunk.
Can I stay on my scooter in attraction lines?
In most attractions, yes. Cast Members will show you where to park when it is time to board.
Why rent from you instead of inside the park?
In-park scooters can only be used inside that park, are first come, first served, and require a deposit. With us, you reserve ahead, receive it at your hotel and use it from the hotel to the parks and between parks, with no deposit.
Strollers, wheelchairs and car seats
Which stroller should I choose?
A single stroller for one child; a double for two children or for an older child who gets tired late in the day. Weight limits are listed on each product.
Up to what age can my child use a stroller?
It depends on weight: our models support 55 to 75 lbs (25 to 34 kg) per seat.
Do the strollers recline?
Yes, all our strollers recline so your child can nap.
How do I fold the stroller?
Press the safety button and gently pull the seat strap. We show you how at delivery.
Can I choose the color?
Unfortunately not; it depends on availability.
Do you have rain covers, trays and organizers?
Yes, as optional accessories. We recommend the rain cover, because it rains almost every afternoon in Orlando during summer.
How do I install the infant car seat (B-Safe Gen2)?
We explain the installation at delivery, and the manual comes with the product. It is suitable for babies from 4 to 35 lbs (1.8 to 16 kg).
Do you rent wheelchairs?
Yes, manual wheelchairs for up to 300 lbs (136 kg).
Theme park rules
What is the maximum stroller size allowed at Disney?
31 inches wide by 52 inches long (79 x 132 cm). All our strollers, including doubles, meet this rule.
Can I bring a wagon to Disney?
No, wagons are not allowed at Walt Disney World. That is why we do not rent them.
Where do I park my stroller at the parks?
In the designated stroller parking areas near attractions. Cast Members may move strollers to organize the space, so take a photo of the spot and tie something on yours to recognize it.
Can I put a lock on my stroller?
No. Disney does not allow locks and may remove strollers attached to fences or poles.
Do I need to fold the stroller on Disney buses?
Yes, strollers must be folded on buses. On the monorail, boats and Skyliner, follow Cast Member instructions.
Can I use the equipment at Universal and SeaWorld?
Yes, following each park's rules.
Protection plan, damage and issues
What is the Protection Plan and how much does it cost?
It is optional and covers scratches, flat tires, minor dents, theft and robbery. It costs US$15 for a single stroller and US$20 for a double stroller or scooter, for the entire rental.
What does the plan not cover?
Abandonment, loss reported more than 2 hours later, stains (sunscreen, bodily fluids, slime, ink), misuse and accessories.
What if my stroller or scooter is stolen?
Notify park security and MSS within 2 hours and ask for an incident report. With the plan, you are not charged for the equipment.
What if my scooter or stroller has a problem?
Stop using it and contact us on WhatsApp. We have an on-call team during your rental and, if needed, we replace it as quickly as possible within our service area.
How is the equipment cleaned?
Before every rental, with high-temperature steam and commercial cleaning and sanitizing products.
Cancellations and changes
How do I cancel or change my reservation?
Through WhatsApp or sac@mystrollersolution.com. With at least 7 business days' notice, you get a full refund; after that, a US$35 fee per item applies.
Can I extend my rental during my trip?
Yes, subject to availability. Message us on WhatsApp and we add the extra days according to the equipment you rented.
About us
Who is My Stroller Solution?
A family business founded by Brazilians in Orlando, trusted by more than 3,000 families and rated 5.0 on Google. We help you in English, Portuguese and Spanish on WhatsApp at +1 (689) 287-9027, during business hours, with an on-call team for emergencies during your rental.
Didn’t find your answer?
Our team answers on WhatsApp in English, Portuguese and Spanish.