Frequently Asked Questions

  1. What is your late return policy? – We are counting on our customers to return the harness(es) on time. If customers don’t, it can put significant inconvenience and stress to us and possibly future customers. If there is a chance you might be late, please contact us to request an extension. If we can’t allow an extension due to high volume, please return the harness(es) before its due date and pay the late fees if applicable.
  2. Where do I return the CARES harness? – Rent CARES, LLC, P.O. Box 862, Woodland Hills, CA 91365
  3. Is it guaranteed to arrive on time before my trip? – We ship using USPS Priority Mail Service. The 2-3 day service is the expected delivery time only and not guaranteed.
  4. How far in advance can I reserve the CARES harness? – We accept reservations up to 1 year in advance.
  5. What is your policy on lost carry bag and missing parts? – Lost or damaged carry bags carries a fee of $8.00, this need to be ordered separately from the manufacturer. Every part of the CARES harness is essential for it to function properly, if you lose or significantly damage any part, you will have to pay for its replacement. Please see our Rental Agreement.
  6. My order was canceled due to potentially fraudulent order, please explain – Before shipping, we run a routine public records check to assess the legitimacy of the order. If the check fails, we may cancel your order at any time. If our payment processor flags your order, we will cancel it as well. Also, if we are unable to contact you to verify information (regarding any issues with your reservation), we will cancel the order. Please make sure you are available at the email address you’ve provided in the reservation form.
  7. Are the late/default fees refundable? – The late fees are non-refundable. As of 2016, the default fee is ONLY refundable once the CARES harness is returned within ten days of being charged the default fee.
  8. Do you offer return shipping postage? – Yes, you can purchase it here.
  9. When do you need the harness back? – no later than on the seventh (7th) day after the “Return Date” you entered at the time you booked your rental. For example: If your flight returns on January 1st, we should physically receive the harness on or before January 8. Late charges accrue on January 9 and default fee accrues on January 17.
  10. Can I use FedEx or UPS? – Yes, but they do not ship to a USPS PO box and they do not offer free basic insurance.
  11. What if the item is damaged at the time it was delivered? – If we ship the rental equipment to you and the package is delivered damaged, opened, or otherwise is suspicious looking manner, do not accept it and notify us immediately. If you chose to accept it, save all packaging material for inspection by the carriers agents and notify us immediately.
  12. I put the wrong address! – Please note, I am unable to intercept and reroute a package once it has been dropped off at and accepted by USPS. Late charges/replacement fees will apply.
  13. How do you install CARES? Does rental come with installation instruction card? – It does not come with an instruction card, but you can request for one (free) using the notes section when booking. There is also a label on the webbing with instructions on how to install or you can just visit the manufacturer’s website.
  14. Pick-up and drop-off within Los Angeles? – No.
  15. How long should I keep the return tracking number? – It is your decision, but in case of disputes, please keep the tracking information until the case is closed.
  16. Is the CARES harness sanitized? – Yes, it is cleaned and sanitized. The carry bag is washed before rented out.
  17. Do you offer military discounts? – No.