Question 1

Can you deliver bear spray to my hotel?

Accepted Answer

We do not offer delivery services during the summer season, including for bear spray.
Please pick up your reserved items at the store.

Question 2

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.
Just ask the hotel staff when you arrive.
The package comes with a tag with your name on it.

Question 3

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 4

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 5

I’m checking into the hotel after store hours. Will I still receive my rental gear?

Accepted Answer

Yes, your rental package will be delivered to the hotel in advance so that you can receive it at check-in, regardless of our store hours.

Question 6

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 7

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 8

Are the bear sprays brand new?

Accepted Answer

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

Question 9

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 10

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 11

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 12

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 13

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 14

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

Accepted Answer

Our store opens at 9:00 AM.
If you need your items earlier, please make your reservation for the day before and pick them up in advance.

Question 15

Can I return items after store hours?

Accepted Answer

Our store closes at 4:30 PM (weekday).
If you need to return items later, please extend your rental period by one day and return them during business hours.

Question 16

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 17

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 18

What is the store hours?

Accepted Answer

Please note that our opening hours vary slightly between summer and winter seasons.

Summer season: 9:00 AM – 4:30 PM (Monday-Friday)
Winter season: 10:00 AM – 4:30 PM
(Monday - Friday)
*We are open by appointment only for weekends.

At our store, you can find locally made items and unique Yukon-themed souvenirs that are only available here.

Question 19

Where is the store located?

Accepted Answer

We are located on the 1st floor of the Sternwheeler Hotel. While the hotel’s main entrance is on Wood Street, you can access our shop directly from Steele Street.
For more details, please refer to our blog post on how to find us.

Question 20

Are you open on weekends or holidays?

Accepted Answer

Our store is open on weekends and holidays for customers with an online reservation only. Please note that we do not accept walk-ins on weekends or holidays.

Question 21

I'm concerned about the quality of the winter gear.

Accepted Answer

Our down jackets and pants are made with high-quality 800-fill power insulation.
Since opening, we have never received any complaints about being cold. Our customers always enjoy the northern lights comfortably and with peace of mind.

Question 22

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

Accepted Answer

The two packages differ in the number and quality of rental items included.
For details, please refer to our blog post.

Question 23

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 24

I’m not sure which size to choose.

Accepted Answer

Please refer to the size chart 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 25

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 26

Do you offer a children’s rental package?

Accepted Answer

Yes, we offer a children’s Basic Package with the same specifications.
Please note that there is no Pro Package available for children at this time.

Question 27

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 28

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

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 29

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 30

Do you rent snowshoes?

Accepted Answer

At this time, we do not offer snowshoe rentals.

Question 31

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 of Service for item-specific fees.

Question 32

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 of Service.

Question 33

Can I make a reservation on the website?

Accepted Answer

Sure, you can. For the summer rentals, you can book from here. Winter rentals? You can check this page.

Question 34

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 35

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.

Question 36

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 37

My child 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 38

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 39

Can I rent items without an online reservation?

Accepted Answer

Yes, but availability is not guaranteed.
Please note that In-store rentals will incur an additional 15% service fee.

Question 40

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.

THE Base Outdoor Rentals / Camping Backpacking Bear safety Items winter clothing package rentals in Whitehorse Yukon

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