FAQ
Payment of OUTDOOR PASS monthly membership fees
Your monthly fee will be automatically deducted from your account via Shopify on the same day each month, based on the date you signed up.
Gear usage fees
Outdoor Pass members can use the gear for free (0 yen) at any time. You can use the gear freely by paying only the monthly fee.
Please pay only the shipping fee.
If you are not a member and wish to use the service on a one-time basis, you will be charged the gear usage fee and shipping fee shown.
Shipping Fee
Shipping costs vary depending on your location, so please enter your shipping address to see the exact shipping cost.
What to do if your gear is damaged
There is no extra charge for minor stains or scratches that occur during normal use.
However, if damage or loss occurs due to intentional or gross negligence, you may be required to pay the actual cost of repairs or the purchase of new gear.
If your item is damaged or lost, please contact customer support immediately.
Rental period
To ensure our customers' peace of mind, DoorPass delivers products the day before or two days before the day of use.
When making a reservation, please set the date on which you will actually use the rental item, and enter the date on which you will return the rental item as the rental completion date.
Once your online reservation and payment is complete, you will receive an email from the Doorpass office confirming your reservation.
Please check your reservation details for any errors. If you have any questions about the product, please contact Doorpass.
If you wish to cancel
Depending on the date of cancellation, a cancellation fee will be charged as follows:
・7 days or less before the delivery date: Free
・3 days to the day before the product delivery date: 50% of the rental fee + actual shipping cost (if already shipped)
・From the above: 100% of rental fee + actual shipping cost
If the size does not fit after delivery
Rental items will be shipped so that they arrive 2 to 1 day before the intended date of use. Therefore, we cannot accept exchanges due to size differences.
If you are unsure about which size to choose, please contact us using the inquiry form well in advance of the date you plan to use the product.
As long as the item is unused, we will exchange the size or send you multiple sizes of the product free of charge (excluding some products).
Returning products
Please return the product by the completion date of your reservation. Please use the return slip included with the product.
About payment methods
Payment is by credit card and is securely processed through Shopify Payment.
