FAQs

At PackBack, we get it - life is unpredictable, just like the weather!  We will offer a 100% refund for all orders cancelled outside 14 days from the rental start date. Please contact us with questions related to cancellations or changes to your reservation.

All gear undergoes a thorough clean, inspection, and testing.  Cleanliness and hygiene is of the highest priority here at PackBack.

We ship all over New Zealand, here is how:

• When selecting your dates, you only select the days you'll need the gear. 

• We ship all packs to arrive at least one business day before you’re set to start your hiking adventure.

• Please choose an address that will have someone available to accept the package. We don't require a signature, but it's always best when there is somebody available to receive the gear – so we know it has arrived safely.

• Once booked you'll receive a series of emails from PackBack, one email will include your tracking number so you can track your package once it's en route.

• After hiking, place the equipment back into the backpack and inside the reusable delivery bag, contact us for pick up either via phone or email, no more than one business day after your booking ends. How much easier can it be! 

Rental add-ons, shop, and food pack options are not included in the Core Pack offering. You can view and add rental add-ons and food options to your Core Pack here .  Water and fresh/perishable food are not included.  However, we will provide you with a list once you have made a booking, of purchases we recommend you make prior to your hike.

Our A guide to packing post in the helpful hints section, detailed here, provides a comprehensive overview of all the gear available at PackBack, as well as items that need to be sourced elsewhere.

We ship across NZ and the cost is dependent on the location for delivery.  For additional orders outside of the standard pack ordering process, costs will apply.

Wear and tear and accidents happen, it is hiking after all! In most cases we will repair our equipment in house and not charge for accidental damage. If equipment is lost or severely damaged, we will manage this on a case-by-case basis. 

Yes, we love our gear too, so are not surprised that you ask this question! 

We provide the purchase on all our rental goods, so if you love the gear and want to take it with you, we will simply charge your credit card, the price listed, and you can enjoy the product for future use.

Each item has a unique price, depending on its age, but rest assured, you will be getting a great deal!

If you want to purchase items brand new at retail price, please get in contact with us and we can provide you with the cost and can ship the products directly to your address.

We are happy to discuss longer term rental options, contact us to discuss how we can help!