+ Could you show me how to set up the tent, size the backpack, and give me other advice when I pick up the gear?
Absolutely! Our adventure specialist would love to help you learn the ropes on gear and equipment.
+ How early should I reserve rental gear?
ASAP! We only have a limited amount of rental gear, so if you have dates for your trips, get your orders in as soon as you can! Because we meet with adventurers to go over any questions they may have when they pick up their gear, we ask that you place your order at least 2 days in advance so we can schedule you with an appointment. If you'd like your gear delivered, we need the order to come in at least 3 days prior to your adventure start date.
+ What if I place my order and then I decide I no longer want it?
No worries. Stuff happens. We get it. Here is our refund policy when it comes to reserving gear:
- 5+ days prior to anticipated pick up date: 100% refund
- 2-4 days prior to anticipated pick up date: 50% refund
- 0-48 hours of anticipated pick up date/time or order has already been delivered: 0% refund
+ Do I need to pay a deposit?
Yes. When you come to pick up the gear we will place a hold on your credit card. The deposit amount will be a hold on your credit card for the retail price of the gear. We refund the deposit once our gear has been returned in a clean condition with normal wear and tear.
+ What if I don't want to clean the stuff and or return it dirty?
All gear must be returned cleaned. We don't expect you to have to take a sleeping bag to a pro for cleaning, but make sure it is free of dirt, grime, and all that fun stuff, the same goes for a tent or backpack. A $20 cleaning fee will be applied for any tent, backpack, or sleeping that is returned dirty. Items must be returned in a condition that doesn't display anything more than normal wear and tear. All items must be returned with all of the pieces that were originally there.
+ What is normal wear and tear on gear?
A bent tent stake, scratches on a trekking pole, or some light scuffing on a backpack are all examples of normal wear and tear. Holes in tents, bent tent poles, stains on a piece of equipment, holes in a sleeping pad, rips in a sleeping bag are all examples of items abused beyond normal wear and tear.
+ What if I break the gear?
If you break the gear, something that is beyond normal wear and tear, our adventure specialists will assess the gear. If it is something that can be repaired by the manufacturer under warranty because maybe they find it defective, you're off the hook. If it's not covered under warranty, the item will be repaired and you will be charged the repair cost. If the item cannot be repaired, then you will need to pay the full retail amount of the item.
+ What if I end up needing to use the gear longer than expected?
No problem! Keep on adventuring! If it were just a few days more, just give us a heads up that you're going to be keeping the gear a bit longer so we don't think you stole it and fled the country, let us check to ensure that no one else reserved the piece of gear you are using, and we will charge you the same rate per day as your original reservation.
+ What if I receive a piece of gear that is broken or below my standards?
In the rare event that you receive a piece of rental gear that is found to not be in working order or below your standards, know that we are so sorry that happened. You must let us know within 6 hours of receiving the item. Call us and we will work as hard as we can to get you a fresh piece of gear.
+ What if a piece of rental gear breaks and causes injury?
By purchasing a rental piece of equipment from Wilderness Trio, LLC., you are agreeing that if the gear fails, is misused, malfunctions, or by any act of nature results in harm, an accident, an injury, or death to you, any group of your party, or whoever is using that gear, will not and cannot hold Wilderness Trio, LLC., it's members, employees, or volunteers responsible if injury or death occurs. A copy of our rental agreement is sent out with every rental order.
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