FAQs

What types of equipment can I rent?

We offer a range of equipment including tents, sleeping bags, backpacks, kayaks, paddleboards, and more. Check our website or contact us for specific availability.

How do I make a reservation?

Reservations can be made online through our website, by phone, or in person at our store. It’s recommended to book in advance, especially during peak seasons.

What is the rental period?

Rental periods vary depending on the equipment and your needs. You can typically rent equipment for a day, weekend, or week. Longer rental periods can usually be accommodated upon request.

Are there any age restrictions?

Age restrictions depend on the type of equipment. For example, some climbing gear may require the renter to be 18 or older, while children’s bikes or skis may be available for younger renters with parental consent.

Do I need to clean the equipment before returning it?

Equipment should be returned in a reasonably clean condition. For certain items, like camping gear, it’s a good idea to clean them before returning to avoid additional cleaning fees.

How do I report an issue with the equipment?

If you encounter any issues with the equipment during your rental period, please contact us immediately so we can assist you and arrange for a replacement or repair if necessary.

What if I’m not familiar with how to use the equipment?

We provide basic instructions and safety guidelines for all rented equipment. Additionally, our staff can offer a demonstration or answer any questions you may have when picking up the gear.

What should I do if I have special requests or needs for the equipment?

If you have specific requirements or modifications for the equipment, please let us know when making your reservation. We will do our best to accommodate special requests or provide alternatives if available.

What is your policy on equipment safety and maintenance?

We regularly inspect and maintain our equipment to ensure it is in good working condition. If you notice any issues with the gear during your rental, please report them immediately so we can address them.

Are there any additional fees I should be aware of?

Potential additional fees could include late fees, cleaning fees, or delivery and pickup charges. We will provide a complete breakdown of costs when you make your reservation.

What if I need assistance during my rental period?

If you encounter any problems or need assistance, please contact our support team. We are available to help with issues such as equipment malfunctions, safety concerns, or troubleshooting.

Do you offer equipment for different skill levels?

Yes, we provide equipment suitable for various skill levels, from beginners to advanced users. Let us know your experience level so we can recommend the best gear for your needs.

Can I rent equipment for a large group or event?

Yes, we can accommodate group rentals for events, outings, or expeditions. Contact us well in advance to discuss your requirements and ensure we have enough equipment available.

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What forms of payment do you accept?

We accept various forms of payment including credit and debit cards, and in some cases, cash. Check with us for the specific payment methods available.

What else do I need?

Check out our blogs or recommended packing list.

If my friends decide to join, can I amend my booking to include them?

Absolutely! We’ll do our best to help! You can request an amendment to your booking by emailing info@unboxd.com.au. Be sure to include your first name, surname, booking number and your new requirements. All amendments are subject to availability. All additional items remain the responsibility of the main booking holder.

What is covered in the rental agreement?

Our rental agreement includes our liability waiver, payment details, lost or broken equipment policy, and cancellation policy.

What happens if I lose or break a piece of equipment?

You will not be charged for gear that is damaged due to normal wear. However, you will be charged the full retail price of any gear that is not returned or is returned with significant damage.

If you receive gear that is damaged prior to your use, you must contact our Customer Service Team immediately, by your first rental day, to avoid replacement charges. Failure to notify our Customer Service Team of any damage upon delivery may result in fees.

What is your cancellation policy?

You may cancel and modify an order up until 2 days before your trip.

What if I need to cancel my order?

We understand that sometimes your plans change. You can cancel or submit changes to your order up to 2 days before your Booking Date. You can reach us by emailing info@unboxd.com.au. Be sure to include your first name, surname, booking number if you would like to cancel or reschedule.

What is the latest time I can book for same day delivery?

Same day delivery is possible for orders^ placed and processed by 12pm AEST that day. Our team will make the delivery by 6pm AEST that day. When your order arrives, open the package to ensure all items are there and in good condition. If anything is missing or damaged, please contact us immediately. ^Same day delivery excludes Kayak Camping Kits.

Can I get orders sent to place other than my house?

Absolutely! Just be sure it's a physical address. Your address can be your home or business. Keep in mind that we currently only deliver within The Australian Capital Territory (Canberra).

Can I extend my booking once started?

You can request an extension by emailing info@unboxd.com.au. Be sure to include your first name, surname, booking number and when you like to extend to. All extensions are subject to availability.

I accidentally returned my personal gear. How can I get my items back?

Please note that we are not responsible for any personal gear that you return to us accidentally and we cannot guarantee that we can return it to you. However, we do make an effort to get personal gear returned whenever possible. If you believe you have accidentally returned your personal gear, please contact us right away with as much information as possible to identify your item. The more specific, the more our team can help find your items. Personal gear is only kept in our customer Lost & Found for a maximum of 14 days upon return.

I have more questions…

Our Customer Service Team are available from 9 AM to 5 PM AEST. You can reach us by emailing info@unboxd.com.au.