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. 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 MSRG 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 $35 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. We are located in Golden, Colo., 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.