Question 1

What are your store hours? Are you open during holidays? Can I pick up and return rental gear after-hours?

Accepted Answer

Our staff is nearby but not necessarily at the shop every day of the year between 8:30 AM - 5:30 PM. That includes all weekends and holidays. Give us 1 hour advance notice and we'll head over to the shop to meet you.

Outside of those hours, you can request after-hours self-pickup/return access. This service is available 24/7 upon request.

We're available by SMS/DM/WhatsApp everyday between 6:00 AM - 9:00 PM.

Question 2

Where do I pick up and return my gear?

Accepted Answer

Unless otherwise requested, you'll pick up and return your gear at our shop, located at 6330 S Eastern Avenue #8, Las Vegas, NV 89119. It's less than a mile away from Harry Reid International Airport.
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Between 8:30 AM - 5:30 PM, give us 1 hour advance notice if you're running early/late to pick up or return your gear and we'll adjust accordingly.

For gear pickup outside of those hours, we'll place your gear in our after-hours area and will message you instructions to access it.

Gear return is at the same location as pickup, and it's available 24/7. Please call/text/DM/WhatsApp us on the morning of your return with your ETA. If we're unavailable to meet you in person, we'll explain to you how to leave your gear inside our shop without us. 
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If you'd like to pick up or return your gear at a different location, please contact us ahead of time to arrange it. We'll do our best to accommodate your request.

Question 3

What if I'm unsure of my pickup time?

Accepted Answer

The time that you choose at checkout is an estimate only. You will receive an email about 48 hours prior to your rental start date to reconfirm your estimated pickup time.
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If you're running early or late on the day of your pickup, please call/text/whatsapp us at +1-702-357-9513 to let us know. We're flexible and will adjust accordingly.

Question 4

Does your rental gear come with set up instructions?

Accepted Answer

We'll explain in person how to use each piece of gear and we'll direct you to these videos of how to set up and use all the gear.

Question 5

How do you clean all the gear to adhere to COVID guidelines?

Accepted Answer

Every piece of gear is thoroughly cleaned and disinfected prior to going out and again when it is returned. We set up tents and inflate sleeping pads, let them air out, and wipe them down with soapy water. Sleeping bags and dishes are always washed between uses. Chairs, tables, stoves, and all other gear get sprayed with disinfectant.

Question 6

Do I need to clean my gear before returning it?

Accepted Answer

We inspect and disinfect everything when it gets returned, but please shake out your tents and sleeping bags, and wipe down your stove and dishes. Let us know if you packed the tent in the rain so we can take it out to dry it asap.

Question 7

Do you offer one-way rentals?

Accepted Answer

Yes. Most of our items and packages are eligible for shipping for an additional shipping and handling fee. We use FedEx for shipping. Minimum shipping charge is $25.

Contact us prior to placing your order to make sure your items are eligible for shipping. Let us know if: 
Your trip begins in Las Vegas but ends in a different city
Your trip begins in a different city but ends in Las Vegas
Your trip begins and ends in a city other than Las Vegas

More info on our shipping page

Question 8

Can you clean and repair my outdoor gear?

Accepted Answer

Sure! There's a fee involved, of course. Contact us to request a quote. ​Some of the common repairs we can take care of include:Tent cleaning and waterproofing (increase water resistance), wax zippers, patch small holes, sew bigger holes using sewing machine, replace cracked or broken tent polesWash sleeping bags in our commercial washing machine, delicate cycle, parabens-free detergent, replace zipperheads, patch or sew any holes as neededWipe down sleeping pads and patch holes in air padsReplace backpack buckles and straps, patch holesContact us about less common repair jobs and we'll see what we can do What gear do you have that's in need of TLC? Email us photos of the needed work and we'll send you back a quote for the job.

Question 9

What other services do you offer?

Accepted Answer

We primarily rent outdoor gear for camping and backpacking, hiking, bikepacking, birdwatching, bouldering, and other outdoor activities. ​Our other in-store services include:  Shower​LaundrySmall retail areaGear cleaning & repair areaIndoor picnic area w/camp gamesDishwashing areaRefill station for shampoo, conditioner, body wash, body lotion24/7 access to Pay-it-forward area w/gear donations and bike pumpCheck out our Other Services page for more info about each of the above.

Question 10

Your rental packages don't include everything I need or have more than I need. Can this be adjusted?

Accepted Answer

Yes, we can customize any package for you. Contact us with your request. We'll be glad to help!

Question 11

I'm looking for a specific item to rent but can't find it. Do you have it?

Accepted Answer

Try typing it in the search box at the top of the page. If you still can't find it, contact us. Though we may not typically carry it, we may consider adding it to our inventory. Otherwise, we will do our very best to suggest an alternative or help you find it somewhere else.

Question 12

Could you recommend the best gear for me and my trip?

Accepted Answer

Sure! We have a variety of gear to choose from depending on the season and your trip type. Please contact us with your tentative trip dates and destinations and we will help you choose the right gear for your trip.

Question 13

I'd like to visit the Southwest. Could you help me plan my trip?

Accepted Answer

Absolutely! We've personally been to many campgrounds, parks, and trails in the Southwest and would be glad to talk to you about what to expect. Browse through our blogs to learn about our favorite Southwest destinations and contact us with any questions you may have. Also check out our sister site DetourOn to build your own trip itineraries.

Question 14

Do you buy and/or sell used gear?

Accepted Answer

We only buy used gear under very specific conditions: It must match our inventory and it must be in like-new condition. If your gear does not stand up to our standards, we can help you donate it. See our sustainability page for more information. 
Most of our rental items are for sale as we frequently replenish our stock. Ask us about buying any item in our rental inventory. Rent it first - if you like it, buy it. We'll take off some of your rental charge from the selling price. All used gear is sold at 40-60% off retail price. Note that used gear may have normal signs of wear and tear.

Question 15

What is your cancellation policy?

Accepted Answer

A full refund will be given if cancelled at least 24 hours prior to scheduled reservation. If cancelled within 24 hours prior to pickup, a 50% refund will be given. No refunds are given to no-shows. 
See this link for further details.

Question 16

What if something is lost or damaged?

Accepted Answer

We realize that camping gear is subject to a lot of normal wear and tear. Each item is thoroughly cleaned and inspected prior to going out and again when it is returned.
If an item is damaged during your trip due to normal wear and tear, or if an item is missing from your package, we will do our very best to send you a replacement right away.
If an item is lost or damaged for any reason other than normal wear and tear, we will help you find a replacement right away. At the end of your trip, we will assess the damage and you will be charged accordingly.
If an item is lost and not returned, you will be charged the full retail price of the item.
If part of an item is lost (e.g. tent poles, etc.) you will be charged for the cost of replacement for that item.

Frequently asked questions.