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FAQ

Who are we?

We are outdoor enthusiasts with a love for hiking, backpacking, and outdoor activities.

How does the rental process work?

 If this is your first order with Trailtogo, we will email you a rental agreement for you to review, and ask that you electronically sign the Rental Agreement, which sets forth the rental policy, and our rental terms.

Once we receive the electronically signed Rental Agreement, we will process your order, and ship you the package, along with a return prepaid envelope along with tape to seal the package, so you can drop the package at any UPS Store, for return. We will then inspect the items returned, and unless there are damages, we will clean the items, and have them ready for another rental.

If the equipment is damaged beyond minor repair, you will be responsible for full retail price indicated on the website.

How do I return the Rental Equipment?

We provide you with Prepaid Return Label, and tape to seal the package, and you will be responsible to drop the package at any UPS facility around the country.

What Are The Shipping Charges?

All orders valued at $150.00 or more, includes free ground shipping within Continuous United States.

What is the shipping area?

We ship anywhere within 48 contiguous 48 states of the United States of America.

Shipping Map

 

Are there late charges?

If you keep the items longer than your agreed rental period, there is a late charge equal to Twenty Percent of Retail price, and if its not returned within 5 days of due date, you will be charged full retail price on your credit card on file.

What is the cancellation policy?

If you cancel before shipping, you will get a full refund. If you cancel after the equipment is shipped, there is no refund.

How long will it take for the order to arrive from order date?

Packages are shipped from Los Angeles, and if you place your order on Mondays through Fridays (excluding holidays) before 12:00 pm. Pacific time in Los Angeles, we make every effort to ship on the same date.

We ship via UPS ground, and depending on your location, it may take anywhere from 1 to 6 days for the package to arrive.

Can I pick up my order personally?

Yes. We will instruct you where the package is ready for pickup in Los Angeles.

Can I request Faster shipping method?

Yes, contact us, and we can assist you with 1 to 3 days shipping at additional cost.

Can you ship to a hotel or to another recipient?

We can ship the package to your hotel, or other locations such as UPS Store or other recipient. However, it is your responsivity to ensure that the recipient will accept the package.

If the recipient refuses to accept the package, and the package is returned back to us, there is no refundon your rental charges.

Where can I get a copy of the Rental Agreement?

You can obtain a copy of the Rental Agree from here.

 How do I contact you?

 You can call us at (818) 616-7895 or you can email us at sales@trailtogo.com

 Will I get a partial credit if I return the equipment earlier than my rental period?

No, there is no credit for early returns of equipment.

What if I am in a rush?

Contact us for special expedited shipments, and expedited shipping costs.

What if I damage the Equipment?

You are not responsible for normal use and wear of the equipment. However, if the equipment is damaged, you are responsible for full retail price of the equipment.

Is there a cleaning fee or repair fee?

Although we understand the nature of backpacking, and we expect the equipment to get dirty, we do expect you to return the equipment without damage, clean, and dry. If you return the equipment dirty, wet, muddy, or otherwise in need of minor repairs, you will be responsible for repair charges at the hourly rate of $60.00 per hour. if the damage is not repairable, you will be responsible for the full retail price of the equipment.

How Do You Wash Your Sleeping Bags?

We wash our down sleeping bags on gentle cycle using special gentle Down Detergent and we dry in low temperature.

The detergent we sue is soap based which maintains loft and insulating properties of a down filled sleeping bag and improves water repellency of the down fill sleeping bag. It’s water based, biodegradable, and contains no PFCs, VOCs, optical brighteners, or added scent.