Frequently Asked Questions
Q: How are you protecting my gear against COVID-19?
A: Staff always wear masks and gloves when handling your order, and returns are quarantined before being handled and laundered. Goggles are washed with soap and water between uses, snow boots are cleaned with Vital Oxide and all apparel is laundered by our masked, gloved staff in our industrial washing machines with special detergents provided by Ecolab.
Q: What safety precautions are in place for COVID-19 at your facilities?
A: We fulfill all orders with as few staff as possible, to minimize risk. Our staff maintain social distance (at least 6 feet apart) and each have their own workstations, computer, packing materials, and equipment to work off of in order to pack up your order safely. All our staff must wear a mask and gloves at all times, and staff are strictly adhering to CDC guidelines for hand washing and surface disinfecting. Only staff that do not have any COVID19 health risks in their household (70+, immune-compromised) are approved to work.
Q: Are there any shipping delays due to COVID-19?
A: We're happy to report that we are shipping out our orders at our regular pace! We cannot account for discrepancies with our shipping carrier, but so far we are staying on schedule.
Q: How far in advance do I need to make my reservation?
A: Reservations should be made at least 9 days in advance to make sure you get your gear on time. The cutoff time for reservations is 3pm PT. Any reservations made after that will be processed the following day.
Q: What size should I order?
A: We offer sizing charts online for all our gear. If in doubt, order UP one size, as you will probably be wearing extra layers underneath.
Q: What if something doesn't fit?
A: We’re 100% committed to making sure you get your gear in the right size.
We have included helpful sizing charts on all our product pages to help you figure out what size is best for you. Measure at the widest part of your chest and the widest part of your hips or waist for the most accurate measurements. When in doubt, we recommend sizing up. Still unsure? Feel free to ask our experts by calling (800) 869-1797 between 9am and 9pm PST on weekdays and 8am to 8pm PST on weekends.
We recommend trying on your gear as soon as it arrives and if it doesn’t fit correctly, call us immediately.
Q: When does my reservation start?
A: We do not charge you for shipping time. Let us know what day you need it, and that’s the day your rental starts. Your gear will arrive at least one day before your rental period starts.
Q: Hey, it arrived early! Are you going to charge me?
A: Nope. We try to get all orders to you a day or two early, but you are not charged until the first day of your reservation.
Q: Will you require a signature on delivery? I work during the day and that would be a problem.
A: This is up to UPS. If they think it is safe, they will leave it for you. Or we can ship it to you at work (and make all of your co-workers jealous!).
Q: Can you ship to an AirBNB?
As long as someone will be there to sign for it, we are happy to ship pretty much anywhere in the contiguous US (aka the Lower 48).*
Q: How do I get my tracking number?
A: We will email it to you as soon as the gear ships!
Q: Do you ship to Alaska?
A: Regrettably, we can only ship to the lower 48 (that means no Alaska, Hawaii or US Territories). But if you are headed to Alaska - or even Antarctica - let us ship your gear directly to you before you leave! That way you'll know that your gear will fit perfectly before you hit the glaciers.
Q: Can I come in store to try stuff on?
A: Sure! come on in to any Sports Basement location to try stuff on, then make your reservation online and we will ship it out to you.
Q: How do I ship it back?
A: We include a prepaid shipping label and a bag to put it all back in. Just drop it off at any UPS location, or ask your hotel to arrange a pick up.
Q: Do I have to wash it before I return it?
A: Nope, we have a huge laundry facility, where we clean everything before it ever goes out again.
Q: Can I buy the gear if I really, really love it?
A: Of course! Call or email us and we can process the order.
Q: What is your cancellation policy?
A: Our goal is to be as flexible as possible, therefore you can cancel your reservation at any time before it ships for a full refund. If your order has already shipped out but needs to be cancelled for any reason, we will issue you a credit for the full amount of your rental cost, to be used on a future rental.