Question 1

How far in advance should I make a reservation?

Accepted Answer

Online reservations for the winter season typically open in September.
If you want to book earlier, please contact us at info@thebaseyukon.com.

Question 2

I got sick suddenly and I need to cancel my reservation.

Accepted Answer

Unfortunately, we charge a 100% cancellation fee for cancellations made within 14 days of the rental start date, regardless of the reason.
We recommend checking if your travel insurance covers this.

Question 3

The item I want is marked as unavailable on my preferred rental date.

Accepted Answer

Unfortunately, that means the item is out of stock. Please note that we don't have a cancellation list.

Question 4

I want to use the winter clothing for a morning activity on the first day of my renal.

Accepted Answer

The check-in time for rental packages is 2:00 PM on your rental start date.
If you need to use the clothing in the morning, please book from the previous day.

Question 5

I want to use the winter clothing for an afternoon activity on the last day of my rental.

Accepted Answer

All rental items must be returned to the hotel or store by 12:00 PM on the final day.
If you plan to use the clothing in the afternoon, please extend your rental by one day.

Question 6

If I rent winter clothing , do I need to bring anything else?

Accepted Answer

Our rental gear does not eliminate the need for your own clothing.
We recommend bringing base layers such as thin shirts, leggings, long socks, and liner gloves for maximum comfort. For more details, please check our blog post.

Question 7

Will the winter clothing keep me warm?

Accepted Answer

Our Pro Package features premium 800-fill-power down insulation designed for the Yukon winter conditions.

Question 8

Do you rent snowshoes?

Accepted Answer

At this time, we do not offer snowshoe rentals.

Question 9

The rental gear doesn't fit. What should I do?

Accepted Answer

If we have available stock, we can offer an exchange.
However, during busy holiday seasons, exchanges may not be possible.
To avoid this, if you are not sure of the right sizes for you, please send us the height and weight of the person renting in advance by email to info@thebaseyukon.com. We will be happy to help.

Question 10

I accidentally burned my pants by the campfire.

Accepted Answer

Small holes can be repaired at no extra cost.
However, if we determine that the item is no longer rentable, the purchase cost will be charged. Please refer to our Terms and Conditions for item-specific fees.

Question 11

My jacket was stolen.

Accepted Answer

If rental gear is lost or stolen during your rental period, you are responsible for the full replacement cost.
For details, please refer to our Terms and Conditions.

Question 12

There was no stock available for bear spray rental. Are there any other rental shops in town?

Accepted Answer

We are the only store in Whitehorse that offers bear spray rentals.
If our inventory is unavailable, we recommend purchasing one at Coast Mountain Sports or Canadian Tire in downtown.

Question 13

I used the bear spray.

Accepted Answer

If the bear spray has been discharged or lost, a fee of $60 + GST will be charged.

Question 14

Can I rent bear spray without a reservation (walk-in)?

Accepted Answer

Yes, walk-ins are accepted, but inventory is not guaranteed.
We strongly recommend booking online in advance to secure availability and reduce time spent on paperwork at the store.

Question 15

Do you sell bear spray?

Accepted Answer

No. We do not sell bear spray. We offer bear spray rentals only.

Question 16

Do you buy back unused bear spray?

Accepted Answer

No. We do not buy back unused bear spray. However, if you bring us an unused can, we'll be happy to give you one of our original THE BASE stickers as a small thank-you.

Question 17

Can I return items after store hours?

Accepted Answer

Our store closes at 4:30 PM. However return made by 11AM on the day after the return date will not incur any additional charge. If the day after your scheduled return date falls on one of our regular closing days, please do not worry, we will contact you directory. On our regular closing days, we are open by appointment only for returns.

Question 18

Can I rent items without a reservation (walk-in)?

Accepted Answer

Yes, walk-ins are accepted, but inventory is not guaranteed.
We strongly recommend booking online in advance to secure availability and reduce time spent on paperwork at the store.

Question 19

I’m not sure which sleeping bag to choose.

Accepted Answer

If it’s your first time in Yukon, the weather may feel colder than expected.
If you are sensitive to cold, choose a sleeping bag rated for colder temperatures than what is listed.

Question 20

Do you rent canoes?

Accepted Answer

No, we do not rent canoes. We recommend you to contact Upnorth Adventure.

Question 21

How do I receive my winter clothing at the hotel?

Accepted Answer

Your rental package will be delivered to the hotel’s front desk in time for your check-in.
Please ask the hotel staff when you arrive.
The package comes with a tag with your name on it.

Question 22

How does Airport delivery work?

Accepted Answer

Airport delivery is available for an additional CAD $25 per person.

For single-person bookings, there is an additional CAD $25 delivery fee. We also charge an additional CAD $25 per group for late-night arrivals (after 9 PM) or early-morning departures (before 9 AM).

CAD $25 per person (standard airport delivery)
+ CAD $25 for single-person bookings
+ CAD $25 per group for arrivals after 9 PM or departures before 9 AM

When making your reservation, please select "Airport Delivery" and be sure to include your flight details (airline, flight number, arrival time, and departure time) in the notes section.

On your arrival day, one of our staff members will be waiting in the arrivals area holding a "Winter Clothing Rental Pick Up" sign. Whitehorse Airport is very small with only one public exit, so you won't have any trouble finding us.

We continuously monitor your flight status, so if your flight is delayed, we'll adjust our pickup time accordingly.

For your return, we'll remind you of the details when we deliver your rental equipment. In general, we'll meet you near your airline's check-in counter approximately 1.5 hours before your departure flight to collect the equipment.

Question 23

My flight was delayed. What should I do?

Accepted Answer

We monitor flight arrivals daily in the winter season.
For hotel delivery, your rental package will be delivered in time for check-in.
For airport pickup, our staff will meet you based on your updated arrival time—but a quick message from you is always appreciated.

Question 24

How do I receive my winter clothing at the airport?

Accepted Answer

Our staff will be waiting at the airport arrival gate according to your flight information provided during booking.
Look for the sign that says “Winter Clothing Rental Pick-Up” and approach our staff when you see it.

Question 25

I'm staying at an Airbnb/B&B. Can you deliver there?

Accepted Answer

We do not offer delivery to Airbnbs or suburban B&Bs.
Please choose Store Pickup if you can pick up/return during our store hours or Airport Delivery instead.

Question 26

What is the difference between the Lite Package and Pro Package?

Accepted Answer

Both packages include 5 items. 4 of the items differ between the packages, while the pants are the same in both. The main difference is the level of warmth they provide. The best package depends on when you are visiting. In general, we recommend the Pro Package for most of the winter season.

Question 27

Do you offer a children's rental package?

Accepted Answer

Yes, we offer a children’s Pro/Lite Package with similar specifications.

Question 28

I'm not sure which size to choose.

Accepted Answer

Please use the size converter on the reservation page.
If you are still unsure, feel free to email the height and weight of the person renting to info@thebaseyukon.com, and we will recommend the best size for you.

Question 29

I can't select half-size for the boots.

Accepted Answer

Our winter boots come only in full sizes.
If you normally wear a half size, please size up to the next full size. For example, if you normally wear US9.5, please choose US10.

Question 30

I'd like to rent a bear spray.

Accepted Answer

If your trip to Yukon is already planned, we highly recommend making an online reservation as early as possible.
While walk-in rentals are accepted, bear sprays are in high demand and may be fully booked by the time you visit the store.

Question 31

How does bear spray rental work?

Accepted Answer

We scale the weight of each rental bear spray once it is returned to us to make sure it is used or unused (the weight of each bear spray before renting out is labelled at the bottom of each spray). If it is used, a fee of $60 + GST will be charged.

Question 32

Do bear spray rentals include a holster?

Accepted Answer

Yes. Every bear spray rental includes a holster at no additional cost.

Question 33

Whats's included in the Bear Necessity Kit?

Accepted Answer

The Bear Necessity Kit includes:

Bear spray
Bear banger
Safety horn

Question 34

Are the bear sprays brand new?

Accepted Answer

The bear sprays we rent are not brand new but are unused.
We weigh each bear spray before and after every rental to confirm that it has not been discharged.

Question 35

Do you rent camping cutlery?

Accepted Answer

We don’t rent camping cutlery for hygienic reasons; however, we do have camping cutlery for purchase.

Question 36

Do you rent hiking boots / clothing?

Accepted Answer

We do not rent hiking boots, and currently, there are no rental shops for hiking boots in Whitehorse.

Question 37

I'd like to rent a satellite phone.

Accepted Answer

We do not offer satellite phone rentals.
Please contact Total North Communications in Whitehorse for satellite phones or inReach rentals.

Question 38

I want to pick up my rental items early in the morning.

Accepted Answer

Our store opens at 9:30 AM.
If you need your items earlier, please make your reservation for the day before and pick them up in advance.

Question 39

Can I make a reservation on the website?

Accepted Answer

Yes. All reservations can be made online. For the summer rentals, you can book from here. Winter rentals? You can check this page.

Question 40

Can I make a reservation by phone?

Accepted Answer

We do not accept reservations by phone.
Please use our website to make an online reservation.

Question 41

Is it safe to pay by credit card?

Accepted Answer

Our website uses Stripe for secure payments.
Stripe is PCI DSS Level 1 certified and uses SSL encryption to securely transmit your payment information.

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