What's your mission & philosophy?
We want to get you outdoors and save you money. As a consumer, it can seem like your options aren't fair. Take this example: a $20 sleeping bag that lasts 2 trips before the zipper busts cost you $10 per trip for a not-so-great experience (it was probably bulky & not very warm). A $200 bag that lasts 50 trip costs $4 per trip with great usability, but only if you can go that often or hold onto it for many years without losing it or 'lending' it. We rent you that same $200 bag for $20, giving you the best of everything: great experience outdoors, low price; call it all the stoke without going broke. Because of this philosophy, we rent high-end gear at crazy discounts ($200+ Smith I/O goggles for $12+). And if you're someone who does get outside very often, we offer for sale a very curated selection of the best-value items thoroughly researched!
Do you sell or buy used gear, or can I rent-to-buy?
We buy from manufacturers just like a regular retailer: what you buy is new & what you rent was purchased-new. We may occasionally sell used gear, check this document for more info. Also you can earn rental gear as part of our Rental Savings Guarantee. Only our borrow program is made up of donated gear & we would welcome your donation, too, to help others get outside!
Why don't you carry skis, boards, boots, or actual hard goods?
You know how, you may not realize a pair of new shoes are uncomfortable until after 3 hours of walking? Imagine that, but with ski equipment! Many people, especially beginners, want to swap or adjust their ski equipment throughout the day, which is why we recommend renting at the resort. And of course a resort can only swap or adjust their own rental equipment, not anyone else's. It may cost more, but it's worth it for your comfort & safety. Most resorts however don't offer clothing rentals, so we do! Lastly, because we try to carry things we can both offer for sale & rent, since we don't rent hard goods, we don't sell them either.
What's the difference between renting & borrowing?
Renting gets you high end, well-maintained gear for a fee depending on your total trip length. Borrowing is for community-donated gear that comes in as-is condition, but it's totally free with a deposit (ranging from $10-100, but usually around $20, per item)
Do I have to rent online first or can I come in-store?
It's up to you! We generally recommend booking online as soon as your trip is decided to secure your reservation. If you wait to visit us during staffed hours, we may rent out of popular items (like booking a hotel online vs a walk-in)
How does 24/7/365 availability & access work?
It's like a bank's ATM vestibule that's controlled by your smartphone (if you don't have a smartphone, please visit us during staffed hours)! Click here for more info. Remember, 24/7/365 access is only available for renting, not for buying nor for borrowing
When do I need to reserve gear by, is short notice OK?
Of course, we're called Last Minute Gear! We don't have any deadlines or cut-offs, it's all based on availability. We also have a self-service access system (that's smartphone-basd, so if you don't have a smartphone, please visit us during staffed hours). With self-service you can order & get gear on-the-spot at 3am even when no one is at the store. That said, if you wait until the last minute, gear may not be available because we're rented out which can often happen for popular items. We always recommend you place the order as soon as your trip is decided, you can always cancel for a full refund 24 hours in advance of your selected pickup time
What's your cancellation policy for rentals?
Generally 24 hours in advance of your pickup start time. To cancel, go to your order dashboard, click Edit Order, then click Cancel Order
Do you carry ______?
Check our catalog! If it's not listed there we do not carry it. You can also visit during staffed hours to buy the items on our catalog (exception is Climbing gear, which currently is only for rent)
What's the availability & pricing for a given item to rent
Check our catalog! Enter your start & end dates to check availability & pricing for that date range
Can you bring gear to me or pickup gear from me?
Yes! We use both local courier & nationwide shipping services. Learn more & get a quote by starting an order here
When I rent online is the item pictured exactly what I will get?
Not necessarily. The items pictured are just examples of what we have. If you choose to pickup gear during staffed hours, you will be able to pick out what you want off the rack, just like shopping. If you choose to pickup gear during unstaffed hours or if you want us to bring gear to you, when you order online, we give you space to write-in any specifications you want
How can I be sure a rental item will fit?
If you choose to pickup during staffed hours, you will be able to pick out exactly what you want off the rack, just like shopping. If you choose to pickup gear during unstaffed hours or if you want us to bring gear to you, we can prepare +/- 1 size where available & requested
Will rental gear be clean & functional?
We have a detailed, step-by-step process that we follow between rentals to repair & maintain the gear. You're more than welcome to inspect the gear yourself and we can do exchanges or refunds if you have any concerns
Can I pickup or return gear earlier or later than I ordered?
If your gear is ready to be picked-up or returned, you will see the appropriate button in the yellow Instructions box of your order dashboard. If that box doesn't indicate it is ready & you would like to reschedule, please contact us.
Can a friend pickup or return gear for me? How does that work?
Yes! Whoever is coming must have access to the order dashboard, so please forward the order confirmation email that links to this
Do you charge late fees?
We try to be understanding & flexible given your circumstances. We can't quote late fees in advance, because it depends on whether or not we were unable to rent gear to someone else because you had the gear they needed. Please just return as soon as you can
Do you do group orders or offer event services?
Yes! For more info, please email us: what you need, from when to when, and if you need other add-on services (like on-site set-up or take-down)
Can I change my order?
Yes! Go to your order dashboard, then click Edit Order. If you're within 24 hours of your pickup start time, you'll need to contact us to make changes
I'm having an issue with self-service access, how can I get help?
When you're at the door, go to your order dashboard, where you'll see a yellow instructions box for how to use the system. At each step, at the bottom of the page, we also have a troubleshooter. If you still have issues, we offer 24/7 support. Just call us at +1-415-813-1881 & press the appropriate key. There are rare days with planned outages in support service, please check the How It Works section of our homepage for latest information
