Frequently asked questions

ROOWSI


What is Roowsi? What is Roowsi?

Roowsi is a company that provides you with a greener alternative to traditional product ownership. Our mission is to give you access to the best consumer products at an affordable price. We want to help you enjoy life as much as possible by saving you a tremendous amount of time, money, and hassle.

What makes you a green company? What makes you a green company?

By creating a sharing community to maximize a products' lifetime use and choosing only the top products for quality and durability we can reduce the amount of waste that goes into our landfills.

What are the benefits of being a member? What are the benefits of being a member?

You can use any of our expertly curated products for your enjoyment. We provide both convenience and affordability to the best products on the market.

Can I use Roowsi without being a member? Can I use Roowsi without being a member?

Unfortunately no. You must sign up with an account to be able to book any rentals with our products. Once you have an account, you can track all your order status and history.

  

KITS


How are kits curated? How are kits curated?

Our subject matter experts thoughtfully put together items in each kit and pick only the top rated products. Your reviews and feedback on the kits are also important to us as we continually improve on them to included the latest products on the market. 

I don’t need all the items in my chosen kit, can I remove them for a cheaper rate? I don’t need all the items in my chosen kit, can I remove them for a cheaper rate?

No, the rental rate of the kit includes all items in the kit whether you use them or not, and it is usually discounted over choosing each item individually to rent. We put together these kits for your convenience, if you don't want an item in the kit delivered to you let us know in the special instructions when checking out. 

Can I add items to my kit? Can I add items to my kit?

Yes, just add the specific item you want to your cart. It will just show up as a separate line item. 

Why do some kits have more items than others? Why do some kits have more items than others?

Each kit is unique and is curated based what products are useful for the particular experience.      

Can I build a custom kit? Can I build a custom kit?

Not currently. At this time we do not offer custom kits however you can pick and choose individual items to add to your cart. But please send us your suggestion, we are constantly improving our inventory and will be in touch with you shortly. 

Can I rent single items? Can I rent single items?

Yes, most items in kits are available as a single item that you can add to your cart and rent. You can type in the item name in the search bar to find it.

I am looking to rent items you don’t carry, can you get them? I am looking to rent items you don’t carry, can you get them?

Possibly. Please send us a note to let us know what you are looking to rent, we'll get back to you shortly. We are continuously adding to our inventory and would love to know what items you would like to rent instead of own. What items do you need to use but don't want to own? 

 

RENTAL


How do rentals work? How do rentals work?

Place an order with us and choose your preferred delivery and pickup date & time. We will confirm your rental order via email/sms. Note rental days are calculated based on 24-hour period.

There is a delivery & pickup fee of $9.95 per order which will be charged at checkout. If you would like to rent items for different delivery and/or pickup days, you will need to create separate orders for them since it will require an additional trip.

Once your items are delivered to you, use and enjoy. Clean and put all items back in its original carry case before your scheduled pickup time. Our drivers will notify you when they are 30 minutes away for both the delivery and pickup.

How long do I get to keep everything? How long do I get to keep everything?

When you add items to your cart, you can choose the duration of the rental. You choose when you want to return the items. We'll send you a reminder email with your return date and time. 

Can I extend my rental? Can I extend my rental?

Yes, your rental can be extended based on availability. Send us an email or contact us with your order number and if it is available you can keep it longer for additional charge. 

How do I make changes to or cancel my rental? How do I make changes to or cancel my rental?

Send us an email or contact us with your order number. Rentals can only be cancelled 5 days prior to the delivery date to receive a refund. 

Is a security deposit required? Is a security deposit required?

We do not require or charge our customers security deposits with our rentals. However, like any rental company, we will need to take an imprint of a valid credit card to cover for incidentals. This includes the unlikely event where the returned rental requires repair, 3rd-party cleaning or replacement. Imprints will be taken by our drivers when your rental is dropped off. After the rental has been picked up and verified, your credit card imprint will be destroyed or returned to you.

 

DELIVERY


Where do you deliver? Where do you deliver?

We currently service the following areas: Lower Mainland, BC, Canada.

Please check back with us as we are working to expand our service areas. If you would like us to service your area, please send us a note and let us know!

When can I expect my delivery to arrive? When can I expect my delivery to arrive?

Deliveries arrive within the 3-hour time window you specified when making your order. Our drivers will notify you when they are approximately 30 minutes away. 

Do I have to be there for the delivery? Do I have to be there for the delivery?

Yes, we require someone to be present for the delivery and pickup to verify the contents being delivered. If you're not able to be there in person, you can have a neighbour, friend or family member receive the item for you. 

What if I’m not within the serviced area? What if I’m not within the serviced area?

As long as the delivery location is within our current serviced areas you can enjoy Roowsi products. We can delivery to your place of work, a family member's house or friend. 

Will you delivery and pickup from different locations? Will you delivery and pickup from different locations?

Yes, as long as both locations are within our current serviced areas. Let us know if the delivery and pickup locations are different by putting it in the special instructions during check out or send us an email to let us know. 

Can I pickup and/or drop off kits myself? Can I pickup and/or drop off kits myself?

No, at this time we do not offer pickup or drop offs by customers. Roowsi is a full-service rental company which provides delivery and pick up for all rentals.

How do I change my delivery time? How do I change my delivery time?

Contact us or send us an email with your order number and we can change the delivery time on your order. 

 

EXPERIENCE


Do you help to setup the products in my kit? Do you help to setup the products in my kit?

We currently do not offer setup assistance, however if you have any questions about the products, we're here 24/7 to help. 

What if I run into issues with a product while using it? What if I run into issues with a product while using it?

If you run into any issues with a product, please contact us via email, live chat, or by phone and we will try to rectify the issues with you as soon as possible. 

I’ve lost the instruction manual, what do I do? I’ve lost the instruction manual, what do I do?

Most instruction manuals can be found online. We can provide you a link to the online version of the instruction manual for the particular product. 

How can I be sure everything is clean and working? How can I be sure everything is clean and working?

We inspect all items to make sure they are clean and functioning before sending it out to you. If you have any issues or concerns, just contact us and we can rectify it as soon as possible. 

What is the wear like on the items in the kit? What is the wear like on the items in the kit?

Expect all items to be in good condition. We thoroughly inspect each item after it is returned to us for wear and tear to see if it requires replacement. 

What if an item is missing from the kit? What if an item is missing from the kit?

Please contact us if you find anything wrong with your kit. We will rectify the issue as soon as possible. 

 

RETURNS & PICKUPS


What if I damage, break or lose an item that I rent? What if I damage, break or lose an item that I rent?

Normal wear and tear on items is to be expected. However, if there is significant damage or loss of an item, we will have to charge you for the cost of the repair or replacement (if it is damaged beyond repair). Replacement cost is at current retail price for the item. 

Do I need to clean the product before I return it? Do I need to clean the product before I return it?

Yes, please ensure that all items that you've used from the kits are cleaned before returning to us. Return it in the same condition that you would if you had borrowed the kits from a friend. Returning items that are excessively dirty will result in additional cleaning charge. 

I can’t seem to fit everything back the way it came in the carry case. What should I do? I can’t seem to fit everything back the way it came in the carry case. What should I do?

No need to worry, when our drivers come by to pickup the items they can help with that.                

Can I leave my kit somewhere for it to be picked up? Can I leave my kit somewhere for it to be picked up?

We require someone to be there for the pickup. If you cannot be there yourself, you can leave it with a neighbour, friend or family member. Also, the pickup location does not need to be the same as the delivery location, however it must be within the service area. 

Can I drop off the kit instead of having it picked up? Can I drop off the kit instead of having it picked up?

No, at this time we do not offer drop offs by customers. Roowsi is a full-service rental company which provides delivery and pickup for all rentals.

I’ve just decided to change my return pickup time how can I do this? I’ve just decided to change my return pickup time how can I do this?

Contact us via email or chat and have your order number ready for any changes to the pickup time.                        

When can I expect the pickup of my kit? When can I expect the pickup of my kit?

Pickups arrive within the 3-hour time window you specified with your order. Our drivers will notify you when they are approximately 30 minutes away. 

What if I miss my scheduled pickup time? What if I miss my scheduled pickup time?

If you missed your schedule pickup time, please contact us to arrange a new pick up time. If the pickup time is past the return date of your original order, then additional rental day charge may be incurred.