Camping Gear Rental FAQ
Below are a few of the most common questions we receive. Take look, see if we beat you to it. If you don’t see your question below, give us a call.
Q. What are your store hours?
A. Memorial Day to Labor Day : Monday – Friday: 10 AM – 6 PM, Saturday: 10 AM – 3 PM, Sunday: Closed or by appointment only. “Off Season Ours” Labor Day to Memorial Day are Monday-Friday: 10AM-5PM, Saturday 10AM-12PM, Sunday: Closed or by appointment only.
Q. Am I responsible for shipping costs associated with rental gear?
A. Customers are responsible for all shipping costs associated with rental gear. This includes the cost to ship gear to the customer and for the customer to ship the gear back to MSGR. If your outdoor adventures take you to Colorado, rentals can be picked up and dropped off at our store in Golden, free of charge.
Q. How long does it take to ship the gear?
A. UPS Ground typically takes 1-5 business days. We do our best to get the gear to you one day prior to your needed date to avoid any UPS delays. This map reflects time to ship from our warehouse. [include UPS map]
Q. What time of day is the rental gear delivered?
A. We have no control over delivery times. UPS Ground may deliver the rental gear anytime of the day. If you must have your gear by a certain time, then we suggest requesting it a day or two before your trip.
Q. When do I ship the gear back?
A. . Rental gear should be shipped back to MSGR no later than the day after your rental end date.
Q. Is there a cost to ship the equipment back?
A. . Yes. You may ship the gear back to us at your cost or take advantage of our Flat Rate Return Shipping for $49 Per Box.
Q. What if the gear is wet?
A. Please do not ship wet gear back to us. It doesn’t take long for mold to establish. You are responsible for returning gear in as close to the condition you received it. Gear should be returned to us in as close to the condition as you received. This means you’ll need to remove any excess dirt, mud and sand prior to returning the gear. Same with food on a stove, mud on a backpack, dirt on a sleeping bag – you get the picture. If the gear is wet, call us and we can work something out.
Q. What if the box gear is shipped in is ruined?
A. You can purchase boxes at any UPS location or UPS Store.
Q. Am I responsible for any damages or loss caused by UPS during the return shipment?
A. Any alleged damage that occurs during the return shipment is between you and UPS. Not to sound harsh, but we have to do this to protect ourselves. We will collect either the cost of repair or replacement from your credit card on file just as you agreed to in the “Terms and Conditions” section. Consider paying for UPS insurance when returning the gear.
Q. How much does shipping cost?
A. Cost of shipping is determined by UPS. Shipping costs are rarely the same day to day.
Q. Where are you located?
A. Our address is 15985 South Golden Road, Unit A, Golden, CO 80401. We are just off of I-70 and Colfax, just west of Denver.
Q. Can we pick up the gear from your location?
A. You can absolutely pickup rental gear from our store location. We don’t require advance reservations for store pickup, but we always encourage them.
Q. If I like the item I rent, can I purchase it at a discount?
A. Yes, we will apply the rental cost to the purchase of a new item that was rented. In most cases we will have in stock but may need to order in some cases.
Q. What if I lose or break gear?
A. Our rental rate assumes a limited amount of wear, which may occur with a rental use. However, rips, tears, excessive dirt or stains, mildew, or missing parts noted upon return, will result in additional charges against your credit card for repair or replacement. Minimum $50 cleaning fee for all gear returned wet, dirty, muddy, or any or other condition listed previously. This is solely the discretion of MSGR.How do I book gear for festivals?
Q. I wanted to order for someone else. Can I do that?
A. Yes, a credit card will be on file to place and secure a rental order.
Q. How far in advance should I place my order?
A. During the busy summer months, its recommended you place orders 2 weeks in advance. However, with our numerous gear options, we can usually outfit your adventure with a little creativity if what you are looking for is not available.
Q. What is the cancellation policy for rentals?
A. We will typically work with you and we know cancellations happen. Communication is key, a call or an email is appreciated. But for the “official” policy, here you go: Shipping of Gear: Any cancellations within 14 days of the scheduled delivery date will result in a processing fee of 50 percent of the reservation rate, charged to your card, as MSGR went to the trouble of setting the gear aside and now hope to rent the gear to someone else. Once the gear has shipped, no cancellation, refund or discount to your rental is warranted, regardless of the rental term.
- Picking up Gear:All orders must be cancelled with MSGR at least five (5) days prior to the scheduled pickup date to avoid cancellation fees. Any pick-up order cancelled within this five (5) day window is charged 50 percent of the reserved rental rate.
- CHARGES. For all reservations made 30+ days out from rental start date, MSGR will charge your credit card at the time of reservation. We do this to ensure on-time delivery of your rental; all other CANCELLATION policies are in effect. All reservations made with delivery or rental start dates within 30 days will result in credit card charges either at time of gear pick-up or the week MSGR ships the rental gear; all other CANCELLATION policies remain effect.
Q. How can I update products or dates for my order?
A. Best way to update your order is to call or email with your order number and the dates you need to adjust to.
Q. What if I need to cancel my order?
A. Please call or email as soon as you know you need to cancel, our cancellation policy will apply, but will also work with you for “store credit” or push back your rental to a later date.
Q. Can I extend my rental period for my gear?
A. In most cases, this isn’t an issue. During the busy summer months, rentals can be stacked pretty close together and another order might need the gear you have for a rental scheduled a day or two after your scheduled end date.
Q. What happens if I return my gear late?
A. Again its about communication, if you know you are going to be late, please call or email us to let us know. Otherwise, there will likely be a fee that move the rental gear into the next rental period. (example: 1-3 night rental but kept for 6 days, we will move the pricing to a 4-7night rental)
Q. Which payment options are available?
A. Cash, Credit Card (VISA, MC, Discover, American Express) contactless payment available.
Q. When do I need to reserve gear, is short notice OK?
A. Absolutely, but depends on gear availability. Same Day and Walk In rentals are always welcome.
Q. Can I pick up or return gear earlier or later than I ordered?
A. Typically we can accommodate last minute date changes (unless shipping, but that is out of our hands). We also offer after hours pick up and drop off at our location.
Q. Do you do group orders or offer event services?
A. Yes, its best to call and speak with an MSGR employee as we can cultivate a package for your group that will ensure we outfit your adventure with detail.