Help & FAQ
We are dedicated to great customer service and experience. In addition to our
knowledge base, we have 24/7 support ready to help you every step of the way.
Call us for gear or style advice, questions about your order, or even advice about your upcoming ski trip! Talk to our Experts 24/7 about all of your KIT related needs.
It’s our goal to answer all of your questions and to help you find the best products with the perfect fit. Our KIT Experts are available by email to answer all of your questions.
HOW IT WORKS: Kit Lender Basics
How do I rent from Kit Lender?
Choose It: Take your pick of our curated selection of the best gear, apparel, and accessories. Then choose a delivery date (add expedited shipping if the powder’s coming and you’re in a rush), the length of your rental (choose from three days, five days, ten days, or a season), and select your size. No rocket science required.
Receive It: Your rental will arrive via UPS or courier service at your home, office, or hotel by 8 p.m. the day before your delivery date.
Use It: This part is up to you! But if you need suggestions, our KIT Specialists love the outdoors and are happy to make suggestions.
Return It: Just place your items in the provided pre-paid envelope and drop it off at a USPS drop box (find one here). You can also schedule a pick-up by 12 p.m. on your rental return date or leave the prepaid envelope with the front desk of your resort, in a blue Postal Service mailbox, or anywhere else a mail carrier will pick it up. The dry cleaning is on us.
SHIPPING: DELIVERY & RETURN
When should I expect my delivery?
Deliveries are made the day before your selected date and will arrive by 8 a.m. on the first day of your reservation. We will provide tracking information so you can see when your package is out for delivery. Mailrooms, front desks, and concierges are able to sign on your behalf. If you have any concerns, call us at 1-888-473-3111 and and talk with a real live person in Vermont who’ll be happy to help you out. Heck, we’ll even teach you how to make maple syrup and brew your own beer. (Honestly, we’ll do our best to meet any request you have.)
How do I return my items?
Easy! Follow the simple instructions inside your box for easy returns, which includes suggestions for where to drop it off for pickup.
Do you ship outside the U.S.?
Not yet. But call us up (1-888-473-3111) and we’ll figure out how to deliver a killer KIT to where ever you’re going for whatever you’re doing.
Why rent from Kit Lender?
Aside from looking great on the slopes 24-7? There are tons of reasons:
– You don’t ski often enough to invest in your own quality gear and apparel.
– Your kids are growing like weeds and hate the hand-me-down Starter jackets you keep giving them.
– You’d look really cool checking into a hotel for a ski trip with just a handbag.
Is the reason you rent not here? We want to hear your side of the story. Tag us in photos or tweet @Kit Lender with #KITTEDOUT.
What are the rental windows and how do they work?
We offer three-, five- and ten-day rentals, as well as season-long rentals. The three-day window is best for people who plan on skiing for a weekend or just want to try out sweet new gear before committing. The five- and ten-day windows are great for more open-ended trips with family or friends. If you’re a fashionista who needs the hottest outfit for the season, seasonal rentals are for you. If you need to extend your trip, just give us a call at 1-888-473-3111 and we’ll add a daily rate of $10 per item until everything is returned.
How long is a seasonal rental?
A seasonal ski rental lasts from November 1st, 2014 until April 24th, 2015. But we’re pretty flexible, so if you need a few more days just call us up.
What do I do if people ask me where I bought my stuff?
When you spread the word for Kit Lender, good things happen. Tell them you rented it for a fraction of the cost of buying an outfit through our site and we’ll give you both 20% off your next KIT!
What if my package doesn’t arrive to my destination on time?
All orders will include a live tracking link. If for any reason your KIT is not delivered on time, call us immediately at 1-888-473-3111 and we will arrange for you to use high quality equipment from a local ski shop, at no charge.
What if my items don’t fit?
These things happen to the best of us. We’ve got the coolest people waiting by the phone to help you get kitted out in gear that makes your trip amazing. Not only can our KIT specialists recite sizing guides for all our products from memory, they’re also avid Kitters and know our gear. If you get your items and they absolutely do not fit, call us immediately at 1-888-473-3111. We have partners in every town and if time permits, we’ll send you a new outfit.
I lost or can’t use my prepaid return envelope. What do I do?
We get it. You got excited and ripped the box open so fast that envelope didn’t know what hit it. Call us at 1-888-473-3111 or email us at email@example.com immediately to let us know you need a replacement and we’ll overnight a new return envelope to you. If you’re about to fly home and can’t find your prepaid envelope, take everything home with you and call or email us.
What happens if I lose or damage my KIT?
We recommend purchasing KIT insurance — no matter what you’re renting; the percentage cost of insurance remains the same. Too late for that? As shred up as your clothes may be, you must return all items to avoid additional charges. Even if you’re not covered under KIT insurance, we’ll contact you about cost of damage.
If my KIT gets returned late, will you charge me?
We track every returned item, and as long as you drop your KIT in the mail on the agreed upon return date, you’ll be good to go! However, we understand that sometimes things happen, so we’ll contact you to resolve any issues before ever charging your card.
Is it true that you have some 60s, 70s, and 80s retro gear available?
Wouldn’t that be radical? Well, rumor is our rad designers at Frank Collective placed an Easter Egg on our website, and finding it is the only way to unlock our throwback rentals. Start hunting and you could soon be wearing outta sight, groovy, or gnarly styles of the past.
I like what I’m renting. Can I just buy it from you?
Absolutely! We will have a card in the box with the retail price of your KIT. Just call us up so we know that you’re keeping the gear and we’ll charge the card on file. Just be nice to it, okay?
I really wish you rented XYZ…
AMAZING! Tell us what gear you think we should rent. A 10-gallon hat, pink moon boots, a fly rod? We have a warehouse full of rad gear. Maybe we’ll ship it out to you tomorrow. Just call us (1-888-473-3111) or email us (firstname.lastname@example.org) with suggestions.
Kit Lender is such a cool disruptive idea/company. Can I work for you?
Hell yeah! If you’re smart, ambitions, hard-working, and willing to join a fast growing business then apply away. Just call us (1-888-473-3111) or email us (email@example.com).
Why are the paparazzi following me?
You’re one of the beautiful people now, get used to it.
Just how new is your stuff?
All clothing is laundered after every use, delivered to you like new. We also restock our inventory every ski season, so there’s a good chance you’ll be hitting the slopes in brand new gear.
Is shipping included?
Normal shipping fees are included. If you’re in a rush, expedited shipping is available for an additional $50.00 charge.
Can I cancel a Kit Lender order?
Stuff happens. We allow cancellations up to two days before the shipping date.
If there’s an issue with my KIT, who do I contact?
Call us day or night. Our business hours are 9-5, but there’s a good chance Forrest himself will be available to answer your call late at night to help with any questions you might have.
I’ve never skied before. What do I need?
We recommend you rent an insulated jacket or shell with a mid-layer top, pants, a helmet, goggles, and gloves. You should also buy a hat, long underwear (top and bottom), and warm socks. We offer package deals so you save on the Complete KIT.
Will I be charged for the days I pick up and drop off?
You will only be charged for the period of the rental. Your KIT should be mailed on the last day of you rental period so that it’s on its way back to us the next morning.
Where is your store located?
We are currently shipping out of NYC and AJ’s Ski and Sports in Stowe, Vermont.
How far in advance should I place my order?
We suggest you place your order as soon as you make your travel plans. We have plenty of gear, but holiday weekends can get busy and we want to make sure you have the perfect KIT for your trip.