Help & FAQ — Booking, Pickup & Returns | outzip

Question 1

How does the rental process work?

Accepted Answer

Renting from us is a breeze! Simply browse our online inventory, pick out the items you need, add on accesoires, select your rental period, and proceed to checkout. Once your order is confirmed, we'll ship the gear right to your doorstep or you can choose to pick it up from one of our locations. When you're done, just send it back using the provided return label or drop it off at a designated spot.

Question 2

How long can I rent the equipment for?

Accepted Answer

Your adventure, your timeline! Whether you need gear for a quick day trip or an extended expedition, our rental periods are flexible starting from the minimum days to suit your needs. Rent for as short as 5 days or as long as several months – it's all up to you!

Question 3

What types of outdoor sport clothing and equipment can I rent from your platform?

Accepted Answer

At this point in time we can provide you with various camping equipment, i.e. tents, sleeping mats, gazebos, sleeping bags, blankets, chairs and other items.
In the future we plan to expand our range for you and are working with local partners to be your outfitter for all your outdoor adventures, whether hiking, camping, skiing, snowboarding, cycling or climbing.

Question 4

Is the equipment cleaned and maintained before rental?

Accepted Answer

Absolutely! Your safety and satisfaction are our top priorities. Each piece of equipment undergoes a thorough cleaning and maintenance process after every rental return. We make sure everything is inspected, sanitized, and in tip-top shape before it's ready for its next adventure.

Question 5

What if I damage or lose the rented equipment?

Accepted Answer

Accidents can happen, and we understand that wear and tear is part of the adventure. Minor damages are all part of the journey and covered under Outzip Care. However, significant damages or loss may incur additional charges. We cover up to 90% of the costs of significant damages or loss.

Question 6

Can I cancel or modify my rental order?

Accepted Answer

Plans can change! You can therefore change your order at any time. However, please note that we still have to charge a portion of the costs for the effort involved, especially for last-minute changes. All cancellations made more than seven days before your first day of use are free of charge. For cancellations made between seven days and 48 hours before use, we charge 20% of the rental price. For very short-term cancellations under 48 hours, we charge 80% of the rental price.

Question 7

Can I rent equipment for group or corporate outings?

Accepted Answer

Whether you're planning a team-building adventure or a corporate retreat, we've got your back. We cater to groups of all sizes and can help you with special arrangements. Just reach out to our customer service team, and we'll take care of the rest.

Question 8

How can I contact customer support if I have further questions or issues?

Accepted Answer

Got questions? Need assistance? We're here to help! Our dedicated customer support team is just an email, or live chat away during our business hours. Reach out anytime, and we'll do our best to assist you promptly. Please contact support@outzip.de.

Question 9

Do you offer any additional services, such as equipment setup or personalized recommendations?

Accepted Answer

We strive to provide a personalized experience for our customers. Whether you need help setting up your tent, fitting your ski boots, or selecting the right gear for your adventure, our team is here to assist you. Just let us know how we can help, and we'll go the extra mile to make sure you're fully prepared for your outdoor excursion.

Question 10

Can the equipment be taken abroad?

Accepted Answer

Yes, the equipment can be taken on international trips without restrictions.

Question 11

What payment methods do you accept?

Accepted Answer

We accept various payment methods for your convenience provided by Stripe.

Question 12

Do I need to pay a deposit?

Accepted Answer

We may reserve a deposit in the process to seucure reservation, that means that your credit card could be charged, in the worst case. However, we do not require upfront payments.

Question 13

What measures do you take to ensure the security of my personal information and payment details?

Accepted Answer

We employ industry-standard encryption and security protocols to safeguard your personal information and payment details. Your data is protected every step of the way, from browsing our website to completing your rental transaction.

Question 14

Do you have a satisfaction guarantee or refund policy?

Accepted Answer

We want you to be completely satisfied with your rental experience. If for any reason you're not happy with the equipment or our service, please let us know, and we'll do everything we can to make it right. We offer a satisfaction guarantee and may provide refunds or exchanges in certain cases, depending on the circumstances.

Question 15

Do you offer any discounts or promotions for rentals?

Accepted Answer

We frequently run special promotions and offer discounts for rentals, especially during certain seasons or for specific events. Keep an eye on our website or subscribe to our newsletter to stay updated on the latest deals and offers.

Question 16

Can I track my order?

Accepted Answer

Yes, upon confirmation, you will receive a tracking number to monitor your order's journey.

Question 17

What is the expected delivery time?

Accepted Answer

Your order will typically arrive within 48 hours.

Question 18

How do you ensure that the equipment arrives on time?

Accepted Answer

Extra buffer days are planned. The delivery address is verified, and you can track the shipment.

Question 19

Which countries do you deliver to?

Accepted Answer

Our products are successfully and quickly delivered to Germany only.

Question 20

Do the shipping times have to be included when specifying the rental period?

Accepted Answer

No, shipping time is not part of the rental period. Simply provide your travel dates.

Question 21

What types of equipment do you offer for festivals?

Accepted Answer

We offer a wide range of festival equipment including different sizes of tents, air mattresses and sleeping pads, blankets, gazebos, chairs, LED lights and more.

Question 22

Is there a minimum rental period?

Accepted Answer

Yes, there is a minimum rental period of 5 days, so you have enough time before and after the festival to fully embrace the time with your friends. Of course you can also extend the time if you want to stay longer.

Question 23

Do you offer packages or bundles for festivals?

Accepted Answer

Yes, we have discounted packages and bundles available for festival to make renting multiple items more cost-effective.

Question 24

Is there a deposit required for rentals?

Accepted Answer

Yes, we typically require a refundable deposit for all rentals to cover any potential damage or loss.

Question 25

What kind of tents do you offer, and how many people do they accommodate?

Accepted Answer

We offer a range of tent sizes that can accommodate from 1 to 4 people, depending on your needs.

Question 26

Do you deliver the equipment to the festival site?

Accepted Answer

Yes, we provide delivery and pickup services for specific festivals, though there may be additional fees for set up and dismantling services.

Question 27

What happens if the equipment gets damaged or lost?

Accepted Answer

If the rented equipment is damaged or lost, we will enforce our policies regarding damage and loss, which may include charges to cover the cost of repair or replacement. Each case will of course be checked individually

Question 28

Do I need to clean the equipment before returning it?

Accepted Answer

While is not mandatory, we ask that you clean the equipment before returning it to us to ensure it is in good condition. Of course we are always happy if we find an unopened beer in the tent, but we also understand if you want to keep your drinks for the next party!

Question 29

Do you partner with any festivals for special deals or exclusive rental options?

Accepted Answer

Yes, we have partnerships with select festivals that may offer special deals or exclusive rental options for their attendees.

Question 30

When and how can I pick up the order?

Accepted Answer

We will be available during the entire festival. Opening hours will be communicated. The exact pick-up location will be communicated by e-mail before the festival.

We will be at the pick-up point from morning to evening and will leave you our telephone number in case of emergencies.

For the pick up we do only requires your order number and ID card.

Question 31

How can I cancel my rental order?

Accepted Answer

You can cancel your rental order by logging into your account on Outzip.de and navigating to your order history. Cancellations made 7 days prior to the rental start date are eligible for a full refund. Cancellations made after this period up to 48h before the booking starts, incur a fee of 20% of the rental cost.
For last minute cancellations we charge 80% of the rental prince.

Question 32

Will I get a full refund if I cancel my order?

Accepted Answer

Cancellations made within the allowed period of 7 days or more before the rental start date are eligible for a full refund. If you cancel after this period, a partial refund will be provided, minus a cancellation fee.

48h before - 20% cancellation fee
less than 48h - 80% cancellation fee

Question 33

How do I return my rental items?

Accepted Answer

You can return your rental items by following the return instructions provided with your order. Ensure that all items are returned by the agreed-upon date and in the condition they were received. Late returns may incur additional fees.

Question 34

What happens if I return the items late?

Accepted Answer

If you return the items after the agreed return date, an additional rental day fee may be charged, along with a potential late fee of [X amount] per day. It’s important to return items on time to avoid these charges.

Question 35

What happens if a rental item is damaged during my rental period?

Accepted Answer

If an item is damaged during your rental period, you must report the damage immediately to orders@outzip.de. Normal wear and tear, such as minor scratches and general wear, is acceptable. However, significant damages or signs of misuse will result in an additional charge of 50% of the current market value of the product.

Question 36

What is considered normal sign of use?

Accepted Answer

A normal wear and tear includes minor scratches, slight abrasions, and general wear from regular use. This does not include significant damages, heavy soiling, or any signs of abuse or misuse.

Question 37

Do I need to clean the rental items before returning them?

Accepted Answer

Normal cleaning and maintenance are included in your rental fee. However, if items are returned excessively dirty or improperly packed, a cleaning fee of €10 will be charged to cover the additional effort required.

Question 38

What should I do if I can’t clean the items properly before returning them?

Accepted Answer

If you are unable to clean the items properly, please notify us. Keep in mind that a €10 cleaning fee will be applied if the items require extra cleaning effort upon return.

Question 39

How is the price calculated?

Accepted Answer

The displayed price per day is the maximum daily rate. The longer you rent, the cheaper it gets!

Just select your rental dates in the calendar – the total will update automatically.

Question 40

Why is the first price I see the most expensive?

Accepted Answer

The product page shows the price for the shortest rental duration. Once you pick your dates, the price will adjust automatically based on the length of the rental.

Question 41

Are there any hidden costs?

Accepted Answer

No. Return shipping is free, the deposit is just a temporary hold, and you can add insurance for extra peace of mind.

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