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Our Response to COVID-19

How are you addressing COVID-19 in your cleaning processes?

Customer health and safety are our top priority at Eddie Bauer. We monitor and adopt CDC-recommended guidelines to ensure that all products are thoroughly cleaned and treated with the appropriate cleaning solutions.

All rental items are thoroughly cleaned with cleaning solutions that are CDC-recommended. All items and apparel that go through our commercial laundry systems are treated with CDC-recommended laundry additives to fight viruses (including COVID-19) and bacteria. All product surfaces are cleaned with the appropriate disinfectant.

If you have additional questions about our cleaning procedures feel free to contact us at 1-425-406-3813. We are here to discuss our procedures with you. We want you to feel absolutely comfortable with and confident in the products you rent.

Resale Information

Can I change or cancel my resale order?

If your order shows that it has begun processing, your order unfortunately cannot be canceled at this time. The goal is to complete all standard shipping orders within the 7-10 business day in-home window. We are also upgrading shipping on these orders at Eddie Bauer’s expense in order to meet this timeline.

What is your return policy?

We want all our customers to be happy with our products. If you are unsatisfied with your Eddie Bauer product, you may return or exchange it in its original unworn/unused condition with proof of purchase within 60 days for a replacement or a full refund in the original form of payment.

Please email us at rentals@eddiebauer.com or call us at 425-406-3813. We’ll provide you with a free return label.

To start a return email, click here.

Rent to Keep Information

How do I keep my items?

If you would like to keep your item, email rentals@eddiebauer.com with your order number or reply to your order confirmation email. The rental price will be deducted from your order cost.

How much does it cost to keep my item?

Resale prices vary by item, but our policy is to only rent “Like New“ items. To determine the cost of a particular item, reach out to the Eddie Bauer team or find the “like New“: resale value of your product. The “Like New” resale price is typically 70% of the suggested retail price.

Are all rental items available to keep?

Rental items are available to keep after your rental. Email rentals@eddiebauer.com with your order number or reply to your order confirmation email to learn if your rental is available to keep.

What do I do with the return shipping label and box if I want to keep my item?

If you would like to keep your item, email rentals@eddiebauer.com with your order number or reply to your order confirmation email. You can then recycle the return shipping label and box.

Eddie Bauer Rental Basics

How does Eddie Bauer Gear Rental work?

It's simple!

Step 1: Choose your items. Have questions? Our Rental Customer Experience Agents have the answers - from choosing items to trip planning ideas, we've got you covered.

Step 2: Choose your reservation dates. Lock-in your reservation as soon as possible to ensure the gear you need is available for your dates! You may change or cancel your order up to 10 days before your trip starts.

Step 3: Your rental arrives directly at your door (or destination) We ship anywhere within the contiguous United States - your home, Airbnb, hotel or even to 10,000+ FedEx or FedEx affiliate locations.

Step 4: Repack your rental items in the original box Repack your gear in the original box and drop it off at any FedEx location with the return slip included in your box. You can also schedule a FedEx pickup. Be sure the package is picked up or dropped off on your last rental day by 11:59pm to avoid late fees.

What is the Eddie Bauer rental agreement?

Our rental agreement includes our liability waiver, payment details, loss or damages policy and cancellation policy.

Have additional questions about Eddie Bauer Gear Rental?

Our Rental Customer Service lines are open daily from 9AM to 6PM PT. You can reach us through the help box on our website, by emailing rentals@eddiebauer.com , or by calling us at 1-425-406-3813. If you are looking to purchase or have questions about a non-rental purchase made online or in stores, check out www.eddiebauer.com/service/help or call 1-800-426-8020.

Trip Planning

When should I rent?

To get started, book your items for your specific dates. Add items to your cart and proceed to checkout. Your delivery address can be your home, hotel, or even a FedEx location. Make sure that you can receive the package 1-3 days in advance of your delivery date, as packages may arrive early. A return label will be included with your order, so all you need to do is drop off the package at any FedEx location on the last day of your rental to avoid late fees.

How far in advance should I place my order?

We recommend booking as soon as possible to ensure your desired items are available for your reservation dates.

I wanted to order for someone else. Can I do that?

Yes! Just be sure to check out and reserve the order with the address of the person the package will be sent to.

Payments

What are my payment options?

We accept all major debit and credit cards. Stripe Financial Payments is our payment services provider.

Can I use Eddie Bauer gift cards for payment?

We do not allow Eddie Bauer gift cards as payment for rentals at this time.

Edits / Cancellations

How can I update products or dates for my order?

You can make changes to your order up until 10 days before your reservation. Our team of expert Customer Service Agents can lend a hand via phone or email.

What is the cancellation policy?

You may cancel or modify an order up until 10 days before your reservation by calling or emailing our team of experts. If you need to add items, consider placing a separate order for your reservation dates.

What if I need to cancel my order?

You can cancel your order up until 10 days before your trip by emailing or calling our team of experts. You will need to input your Last name, the order confirmation number, and the shipping address ZIP code.

Shipping

How will my order be shipped and when will it arrive?

We ship orders via FedEx and they will arrive 1-3 days before or by 8PM on your delivery date. When your order arrives, open the package to ensure you have received all of the items and that they in good condition. If anything is missing or damaged, please contact us immediately.

Can I ship my gear to a place other than my home?

Absolutely! Just be sure it's a physical address, as we do not ship to P.O. boxes. We can ship to your home, business, hotel, or any authorized FedEx location. Keep in mind that we only ship within and provide return labels for the contiguous U.S.

How can I update my shipping address?

You can make changes to your order up until the time your payment is processed. To access your Reservation Page, you will need to input your Last name, the Order confirmation number, and the shipping address ZIP code. Our team of expert Rental Customer Service Agents can also lend a hand via phone or email.

How can I track my rental?

Once your order has been shipped, you will receive an email that includes your shipment tracking number.

Returns

Do I need to clean my rental gear?

No. Just place everything back in its original box, ship it back to us, and we'll take care of the rest. It's as simple as that.

Where do I return my gear?

At any authorized FedEx location, FedEx affiliate, FedEx affiliated Walgreens, FedEx drop boxes, or schedule a FedEx pickup. Find a location closest to you here.

How do I return my gear?

Return your rental by 11:59PM on your Return Date to avoid any late fees. Pack the items back into the original box and adhere the included return prepaid return shipping label. Drop everything off at any authorized FedEx location, FedEx affiliate, FedEx-affiliated Walgreens, drop box, or schedule a FedEx pickup.

I lost or damaged my return label. How do I get a new one?

Give us a call or send an email. One of our Rental Customer Service Agents will email you back with a new one.

Can I get a refund if I return my gear early?

We do not offer refunds for an early return.

Can I extend my rental period for my gear?

In order to ensure all customers have an exceptional experience, we require you to return your gear within your scheduled rental period to allow for the next customer to receive their gear on time.

You may cancel and modify an order up until the time your payment is processed. Typically, this is 10 days prior to your delivery date. If your delivery date is less than 10 days from the time you book, you will be charged immediately and will be unable to modify or cancel your order.

What happens if I return my order late?

Unfortunately, orders returned late have a domino effect. When you return something late, it means the next person who is scheduled to use the items won’t be able to.

If you do not return your rental by your last rental date, you will be charged $50 per day in addition to the daily rental cost of the items. If the rental is not returned within 21 days, your credit card will be charged the full retail price of the items + taxes in addition to the rental cost of the items and applied late fees.

I accidentally returned my personal gear in my return box. How can I get my items back?

Please note that we are not responsible for any personal items that you return to us accidentally and we cannot guarantee that we can return them to you. However, we do make an effort to return personal items whenever possible. If you believe you have accidentally returned your personal items, please contact us right away with as much information as possible. The more specific you are, the easier it is for our team to potentially locate your items. Personal items are only kept in our customer Lost & Found for a maximum of 15 days upon return to our warehouse.

Rental, Items & Care

What happens if I lose or break items in my rental?

You will not be charged for items that are damaged due to normal wear. However, you will be charged the full retail price of any item that is returned with significant damage, or not returned at all.

If you receive an item that is damaged prior to your use, you must contact our Rental Customer Service Team immediately, on your first day of rental, to avoid replacement charges. Failure to notify our Rental Customer Service Team of any damage upon delivery may result in fees.

Can I purchase items in my rental after I rent them?

We’re glad you enjoyed the rental! Check out EddieBauer.com if you would like to purchase any of the items you rented.

Rentals Help Center

How can we help you?

Our Response to COVID-19Resale InformationRent to Keep InformationEddie Bauer Rental BasicsTrip PlanningPaymentsEdits / CancellationsShippingReturnsRental, Items & Care

About Us

The Eddie Bauer Gear Rental experience currently offers rentals for outdoor recreational activities such as camping and hiking. Stay tuned for more rental products coming soon.

Need help?

We’re available 7 days a week between 9 AM - 6 PM PST. You can also check out our FAQs.

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