FAQ

We offer hiking equipment or gear to the customer who does not have them at all.

Hiking gear rental service is getting popular among not only Japanese people but also foreign tourists in Japan.

It is because buying hiking equipment is very expensive, also carrying it every time while you are in Japan is not easy if you are tourists.

Of course, you can set up with some cheap equipment if you wish, however, those types of equipment can be easily broken while you on trails and you still have to walk another 5-6 hours to climb up to the summit or walk down safely to home, then the memories for your hiking trip can be a disaster since you may not have a good experience because of bad condition gear.

We offer well-maintained hiking gear to customers who use the gear for the first time.

We choose the gear from a great selection that is especially easy to use for hiking beginners and has started our business since 2012. Our rental gear service is getting popular among Japanese people because of the gear cleanness, the quality of gear and our service that we offer to customers. So we expanded our rental service who are dreaming to climb Mount Fuji, Japan's highest mountain to worldwide travelers.

What we are liked by customers who are from foreign countries are, of course, the language.

Our English speaking colleagues have lived and worked in several countries for more than 10 years. They are very helpful to communicate in Japan. So if you have any question or thing to concern, they professionally answer and try to solve the problem for you because they are wishing you to have wonderful memories while you are in Japan like they were in other countries.

The speed is also the favorite point that our customer really loves our service.

We answer you as soon as possible especially during the season of Mount Fuji trail opening period. So the foreign customer will get answered their questions very quickly.

We also offer the easy system for foreign visitors.

Our English speaking colleagues are well known what will be the difficulties for foreign customers while they are in Japan. It is because they have worked with foreign countries and experienced a lot of cultural differences. So they are easily predicting what will be the difficulty for first time Japan visitors. That is why we technically prepare for you to make everything easy, that is especially when you return gear. We never make you "lost in translation" when you use our service.

We are very much confident to offer the best service for rental gear field and looking forward to sending you our perfect hiking equipment.

Since August 2018, we have stopped that delivery to Airbnb apartment or house.

This is because we have experienced a HUGE NUMBER OF TROUBLES like the example below. (Actually, we have more than below.)

* Host does not allow any delivery item to their house.
* The delivery address is incorrect.
* Misunderstanding between host and guest because most of the host does not speak English.
* Gear has returned because the host did not expect any delivery item from KOBE OUTDOOR.
* Our Gear has lost because of some kind of misunderstanding between the host and the guest.

If the delivery place is Airbnb apartment or house, we CANCEL your rental booking.

If you stay in a hotel, the problem above will not happen at all.

+added in September 2022

Delivery to an Airbnb is completely NOT POSSIBLE since September 2022. We are sorry about it however there are so many reasons that we have decided to do this.
We experienced many troubles including delivery failure and other trouble caused by delivery to the Airbnb.

We have made some reserch about successful delivery to an Airbnb especially about how much percentage of an Airbnb delidevery for a successful delivery, then we have found out 42% of Airbnb delivery failed due to any kinds of trouble. It has been reserched the delivery since 2016 to 2022 Airbnb delivery customer only.

Delivery has been failed due to the reason below:

The address offered by Airbnb host was wrong.
Customer was out even they know the package is coming but they missed and rearragement was not possible by them.
Customer did not call English call center for re-delivery.
Since the customer did not have Japanese phone number, delivery man could not get in contact for delivery.
Airbnb accomodation was labeled with different name at front door, so the delivery man could not make delivery.
The Airbnb host did not allow you to delivery anything to their Airbnb.
Airbnb host and customer had miscommunication and the host claimed us.
Delivered gear has rejected by Airbnb host and gear has been back to KOBE OUTDOOR.
Our gear has been lost because the Airbnb host made them disappper as left behind of ther past customer.
We made the best to deliver in morning hours by asking Yamato transport with optional payment however the customer was out and delivery was unsccessful, then the customer claimed us even its their fault.

As you can see, these trouble actually will not happen if the delivery is to hotel or guest house with reception. They are helpful and well known to Japanese delivery system.

Most of the time, Airbnb customer would say "I am OK, I asked my host
the correct delivery address, I stay home to receive it, so please can I place an order?"
We believed customers many times and  Airbnb delivery customer betrayed. This is the truth and we would not like to offer our rental service for them.

We are very sorry that we have to close service to Airbnb customer because of the reason above.

If you consider about rental gear delivery service, you might encounter some questions, "Is this service really convenient?"

We explain to you why our service is liked especially travelers in Japan.

Save Time

If you have decided to go to Mt.Fuji but if you do not have gear, you have to find some outdoor store while you are in Japan
Your time in Japan can be limited but you have to use it for finding your proper gear because you need to visit Mt.Fuji.
Finding outdoor shop cannot be easy sometimes because you are not in your own country.
If you can just rent, Your ordered gear is delivered to your accommodation. You do not need your time in Japan finding gear.

Save Money

You have to pay expensive money to buy new gear, however if you rent gear, you can save lots of money.
Our gear is not new but we maintain it and clean if every time after use.
You can use well-maintained gear with little money.
Also if you have to bring your gear from your country, you have to carry them all the time you were in Japan,
Extra charge can be added by your airline because of your heavy language.
Rental option is very simple to save your money!

No Hectic before and after your trip

Some Mt.Fuji tour is offering you "gear included package".
Do you know that you have to visit the meeting point very early because you need to fit gear?
How would you do if there is no spare size available if it does not fit and no offer from your tour company?
There is no worries if you book with our rental gear.
We deliver to your accommodation or your house in Japan 3 days prior to your trekking start date.
If the size does not fit, You can order new size and you will be able to receive them before your trip.
Returning is also easy and simple. You just hand your gear at convenience store near you on the next day after your trip has finished.
Our enough time schedule allows you to enjoy without thinking or worrying about anything!

If you come up with more questions you would like to ask, please email us anytime!
But please read "HOW TO RENT" before you ask us.
Most of your questions are solved if you read "HOW TO RENT" page.

We offer "free" 3days trial period if you receive gear 3 days prior to your hiking date.

The reason we do this is that we would you to check the gear size and practice gear.

The use of our hiking gear is simple but you better practice it because you might have to adjust it in heavy rain or windy weather in dark.

The advantage of receiving gear 3 days prior to you hiking date is huge because you can try, you can check and you practice.

The trial date can be used for hiking if you want. In that case, you can actually keep our gear at least 5days including 3 free days trial period and we only charge 2days trip price minimum.

As long as you keep the date to return gear, you can, of course, use our gear whenever you want.

Only the people who receive gear 3days before your hiking date can get the 3days FREE trial period.

If you order in short notice booking and your hiking date is the day after tomorrow, then you are not possible to get the 3days free trial period because you do not receive it 3 days before your hiking date.

Also, If the delivery date is less than 2days before your hiking date, it is not possible to get 3days free trial period.

please read the link here:
How to return gear

Please order "Size Change"

For changing size, you need to order size change by 2days before your hiking date, the time by3 PM Japan time.

In this way, you can receive replacement gear on the day before your hiking date.

You do not need to send back the old size gear for replacing gear because you will send everything back together after your hiking trip.

Unfortunately, we are only offering delivery, NOT direct pickup.

we also do not have shops near Mt.Fuji.
For receiving gear, please offer your hotel address.
Most of the Japanese hotel is accepting the delivery package.

If you are staying in Guesthouse, please ask Guesthouse owner to accept your package.
Otherwise, the package might be rejected to receive.

If you are staying in Airbnb or guesthouse and the owner is not supportive to receive gear, we have other option.

Please contact us for detail.

Yes, we are accepting short notice booking.

We ship the gear immediately.

If the rental order has been made by 16:00 PM Japan time,

the gear will be delivered to your accommodation on the next day in most of the area in Japan.

So if you need the gear within a week, you still have time.

Please note:

• We do not accept gear size change after you received gear because we might not have enough time to ship and deliver you the replacement gear.
• Please be careful when ordering gear especially the gear size.
• Please double check the delivery address. If the address is wrong, we are not able to ship to you.

Contact us by email as soon as possible.

Send an email to info@kobeoutdoor.com

or

Go to the Contact page to fill in the form to send it.

Cancellation
If you decide to cancel, you are responsible to inform via email or contact form A.S.A.P.

• Cancel 5 days before your trekking start date: Full refund
• Cancel 4 days before your trekking start date: No refund

The refund may take time. Please contact to PAYPAL when the refund will be done to you.

Payment
Payment should be done by PAYPAL or Credit card via stripe payment system.
You will be re-directing to PAYPAL website for your payment or a pop-up screen comes to fill in your credit card detail.
We do not accept any other payment method.

Our partner delivery company "Yamato delivery" will deliver your gear mostly in morning hours.

However, some part of Japan like Hokkaido, Tohoku, Shikoku and Kyushu area can be in the afternoon.

You can choose the time zone as listed below to receive gear.

• Morning (9 AM to 12 PM)
• 14 PM to 16 PM
• 16 PM to 18 PM
• 18 PM to 20 PM
• 19 PM to 21 PM

Please contact us via email: info@kobeoutdoor.com

You can also contact us by our contact page.

Normally we reply to you within 24 hours. Please also check your junk mail box before you contact us.

Thank you for your understanding.

Delivery takes at least a day.

If you can change the hiking date, we maybe can help you deliver gear.

If you order by 4 PM, you will be able to receive it next day in morning hours(9:00 am to 12:00 pm) for shortest delivery time.

delivering in the very early morning like 6-8 am is NOT possible.

Our entire rental prices include shipping fee.
For returning equipment, we attach a delivery voucher that allows you to send us back gear without any payment.

Please return your gear on the next day of your hiking has finished.

Returning date means the day you hand your used gear at a convenience store.

If your hiking trip is on July 5th and 6th, then your gear return date is on 7th.

Then we receive your used gear on 8th.

We attach the card below, so you know by when to bring your used gear to a convenience store near you.

We have prepared a movie for you to learn how to use our gear.

Watch instruction movie 

Also, we will attach an instruction manual with the delivery gear. Please do not worry.

If you would like to change the gear size before we ship to you, please email us.

Please contact us as soon as possible.

We will have to delivery company 1-2days before the delivery date.

Late fee
If you are late to return rental package, we request extra rental charge.

• 500 yen/item for 1-day delay (e.g. if you are delaying for 6 items for 1 day, you are requested to pay 3000 yen by PAYPAL)
• If you are delaying more than 3 days, we report to Japanese police.

If you would like to add some other items, The quickest way is to place your additional order again from our website.

We will ship every order together in 1 package if possible.

We can also make an invoice only for your additional order. In that case, you have to complete payment as soon as you receive the invoice for your additional order.

Payment is also possible with your credit card. If you would like to pay by PayPal, please also tell us that you would like to pay by PayPal.

Please note that delivery takes at least a day.

If you would like to know that whether you are possible to receive the additional gear before your hiking or not, please contact us.

Shiping to U.S. army base in Japan is possible.

Prior notice is necessary, so please contact the army base hotel about how to receive a delivery package.

We have sent to those hotels several times but we are always asking our customer to arrange the delivery because Delivery man(Japanese) normally cannot enter these army base area.

• The New Sanno Hotel
• Hardy Barracks

The instruction of delivery method and all arrangement can be different in each hotel, so please contact your Army base hotel.
For shipping carrier, We only use YAMATO delivery(Ta-Q-Bin)

Yes, we can deliver it 1 day before or 2 days before. Within 3 days before, you can choose your receiving date.
HOWEVER PLEASE MAKE SURE NOT TO MAKE MISTAKES FOR YOUR ORDER because we cannot change size for unfit item.

If you receive it 1 day or 2 days before, it is impossible to change for new size if the item does not fit you.

That is why, we are sending to you 3 days before just in case you need to change the item size.

The price is going to be the same. so we recommend you to receive them 3 days before you go.

If you need to receive them 1day or 2days before, please tell us by adding some comment.
however please understand the risk that you cannot ask size change.

Hi we can deliver to your friend’s apartment but the address have to be correct and detail.

And you have to stay home to receive it.
Please read here
http://mtfujirental.com/how-to-rent/

If you have forgotten to send a part of your used gear, please send gear back to us by following the instruction below.

------

1, Please get shipping label at convenience store
like seven eleven, family mart, circle K, daily Yamasaki or hotel reception.
It looks like this!

2, Please write down our address.
Ask for help at convenience store by showing the Japanese written below!

You can learn how to fill out the form by reading Ta-Q-Bin website.

Here is our address in the Alphabet:
501-4101
Gifuken gujo-shi minami-cho Kamita 390

Phone number: 0575793330
Name: KOBE OUTDOOR

こんにちは。この外国人の方は登山用品を宅急便で送りたいです。

ヤマト運輸の発払い伝票で、以下の住所まで送ってください。
送り先: 501-4101 岐阜県郡上市美並町上田390
電話番号: 0575793330
宛名: 神戸アウトドア

依頼主の住所は「同上」と記入して、名前のところは外国人の方の名前を記入してもらってください。

配達指定日時はありませんが最短でお願いします。

ご協力ありがとうございます！

3, Please pay the shipping fee and hand the packed gear.

Please pack them in any bag.

We recommend to make it small to save your shipping fee.

4, Please send a photo of you shipping receipt or give us the tracking number that is written on right upper side of your receipt.

Thank you very much!

Your used gear will be back to us for sure.

(We do not request any late for this case.)

If you need any help, you can always email us to info@kobeoutdoor.com

Here is the approximate size for glove.

This question has these situation:

Her Hotel check in: July 8
She wish to receive gear on July 6th, that is prior to her hotel check in date.
But she is asking confirmation to her hotel to receive gear from us on 6th of July and She got permission from hotel.

Our Answer:

Yes, If you can check your size on the night of 6, it will be possible for you to receive by 8th.
I understand you worry about shoe size. As soon as you receive it and if it does not fit you, you can keep the unfit size and just order "size change" from here: Size change
The size change order has to be done by 15:00pm on 7th for delivery reason. Then you will receive it by 8th. Because of delivery company, you have to place size change order by 3pm, otherwise they do not deliver new size item.
After you used the gear, please return everything together, I mean the one you used and the one you did not use(the unfit shoes) together.

Yes, it is possible to rent for 5 days.
For ordering, please select 3days trip, the add comment that you would like to rent for extra days when you order.
You are requested to pay the amount for either 3days when you place your order.

As soon as we have checked your comment that you would like to rent for 5 days,
we send an Paypal email to request you to pay the additional fee.

The additional fee is 500 yen / 1 item.

If you are renting trekking shoes and backpack for 5 days,
here is what you will pay.

--- when you order ---
trekking shoes 3days 4000yen
backpack 3days 3500yen
--- total 7500 yen ---

--- after we have received your order ---
trekking shoes +2days 1000yen
backpack +2days 1000yen
--- total additional fee 2000 yen ---

Please be aware that your rental item will not be delivered if your payment has not been completed.

Yes, of course.
We always call to the delivery place in advance to avoid any delivery trouble.
We can call to hotel but if you are staying in Guest house, Hostel or Airbnb, You also have to ask them to receive gear for you because these accommodation are mostly do not helpful for you to receive gear.
If you would like to stay in Airbnb, You have to ask them and get a permission for delivery.

Delivery to the Airport is not possible.

We offer minimum 2days rental.

Even if you only use our gear for a day trip, we charge 2days rental fee.

We hope you had nice trip even you lost our gear.

We would appreciate being informed by email, then we can prepare for new gear for next customer immediately.

For lost or damage fee, please check our terms and condition page.

Renting rain trousers only is possible, however, the price stays the same.

If you do not need the rain jacket, please tell us when you place your order.

Yes, we are accepting short notice booking

We ship the gear immediately.

If the rental order has been made by 16:00 PM Japan time,

the gear will be delivered to your accommodation on the next day in most of the area in Japan.

So if you need the gear within a week, you still have time.

Please note:

• We do not accept gear size change after you received gear because we might not have enough time to ship and deliver you the replacement gear.
• Please be careful when ordering gear especially the gear size.
• Please double check the delivery address. If the address is wrong, we are not able to ship to you.

Thank you very much for trying to send your booking order.

We will make an invoice for you to be able to pay by your credit card.

Please contact us by email: info@kobeoutdoor.com or from our contact page.

Yes, Our partner delivery company "Yamato transport" has branch shops and stores anywhere ALL OVER JAPAN.

So you can send back the gear from any convenience stores or hotels in Japan.

The system is that the delivery man will pick up the package for you.

So if you are going to send back the gear from the different place that you received is totally OK!

I am sorry to tell we are not possible to make a refund because of the weather condition.

Even if you did not use the gear, the refund cannot be made.

We follow the cancel policies.

Cancel policies.

No

We do not do any discount for Set item even if you do not use.