Frequently Asked Questions

Frequently Asked Questions Before Renting:

Regarding rental duration, equipment arrangements, exchanges, and return procedures.

01｜How are rental days calculated?

Rental days are calculated based on the actual dates of use.

If your equipment is collected or delivered before 12:00 noon, that day will count as a rental day. If equipment is collected or delivered after 12:00 noon, the rental period will start from the following day.

For example, if your equipment is delivered on the evening of 25 December, used from 26 to 29 December, and returned by 9:00 PM on 29 December, the total rental period will be 4 days.

02｜Can I request a specific ski or snowboard brand, colour, or model?

The equipment shown in our Gear Catalog is for reference only. We generally do not accept requests for specific brands, colours, or models.

Our team will select suitable equipment based on your height, weight, skiing or snowboarding ability, boot/equipment size, snow conditions, and available inventory.

03｜Can I change my equipment if it does not fit or suit me?

Yes. If your equipment does not fit properly, or if you would like to switch from Ski to Snowboard, or Snowboard to Ski during your rental period, we can arrange an equipment change.

All equipment changes require advance booking and are subject to our delivery and operational schedule on the day.

Change at Your Accommodation
Each Rental Booking includes 1 complimentary equipment change. If we need to deliver the replacement equipment to your accommodation, a ¥3,500 Service Fee will apply for each additional delivery and exchange.

Change at Our Store
If you make an appointment in advance and bring the equipment to Ha Ha Hakuba Base yourself, there is no additional equipment change service fee.

The actual exchange time is subject to our daily booking and delivery schedule. Please contact us via WhatsApp / WeChat / Instagram in advance to confirm availability.

04｜Can I visit the store for a fitting?

Yes, but advance booking is required.

Subject to our daily operations, we may be able to provide transportation to Kutchan PL Rental Base for fitting during non-peak delivery hours.

Mornings and evenings are our main equipment delivery periods, so transportation is generally unavailable during these times.

Please contact us via WhatsApp / WeChat / Instagram in advance to check available times.

05｜How do I return my equipment on the last day?

On your final rental day, please return the equipment by 9:00 PM by placing it in your hotel locker, lobby, or another agreed location.

Once the equipment has been placed at the agreed location, please take a photo and send it to our customer service team for record purposes. We will collect the equipment according to the agreed arrangement.

06｜Can I extend my rental period?
Yes, subject to equipment availability. Please contact us via WhatsApp as early as possible if you would like to extend your rental period. The rental fee will be recalculated based on the updated total rental period and equipment availability at the time of your request. If the equipment has not been returned by 9:00 PM without prior notice, it will be treated as a one-day rental extension and the applicable rental fee will be charged.
07｜What happens if my equipment is damaged or lost?

Reasonable wear and tear resulting from normal use will generally not incur a charge.

However, if equipment is subject to significant accidental or user-caused damage, severe damage, or loss, a compensation fee may apply depending on the condition and type of equipment.

If any damage or loss occurs, please contact us immediately so that we can assist you with the necessary arrangements.