Question 1

How are the equipments stored?

Accepted Answer

All our members’ equipments are stored in our facility in nearby Niseko.

The facility is environmentally controlled year-round to ensure that members' gear remains dry and well-insulated from both the heat of summer and the cold of winter.

We also provide ski and snowboard waxing services, ensuring that you are ready to hit the slopes hassle-free upon arrival.

Question 2

Is your facility safe?

Accepted Answer

Our facility is monitored 24 hours by CCTV. All our members’ properties are covered by our general insurance (see Answer to What if my ski equipment is damaged or lost?).

Question 3

What can I store with you?

Accepted Answer

We provide storage for skis, snowboard, bindings, ski boots, snowboard boots, ski poles, and helmets.

Any and all items not listed above and are packed with the bags are at the members' own risk, EEzz Valet will not be responsible for these items whether it is damaged or lost.

EEzz Valet reserve the right to charge the member extra storage cost if such items are found within their bags.

Question 4

How are the equipments transported?

Accepted Answer

For deliveries within Niseko and surrounding areas (including Kutchan, Hanazono, Hirafu, Annupuri and Moiwa), equipments are transported by our EEzz Valet Team. Equipments being delivered outside of Niseko and surrounding areas will be sent via our reputable courier partner to ensure prompt delivery.

However, even with the reputable couriers we use, damage to equipments may sometimes occur if it is not properly packed by the members for transportation to our warehouse. EEzz Valet will not be responsible for any damage occurring during transportation by the courier to or from our warehouse.

Question 5

How quickly can the equipment be delivered?

Accepted Answer

For requests during the ski season (mid-November to end-April), we require itinerary confirmation at least 14 days before your arrival at your destination.

If requests are received between 7 to 14 days before arrival, a rush fee will be applied.

For requests received with less than 7 days' notice, in addition to the rush fee, we will not be able to deliver your gear on your arrival date. Gear will arrive approximately 7 days from the date of your request, depending on weather conditions.

We endeavor to send gear 5-7 days ahead of arrival dates. However, in cases of adverse or extreme weather conditions, gear delivery outside of Niseko and the immediate surrounding area by third-party courier may be affected. EEzz Valet will not be responsible for delays due to adverse or extreme weather conditions.

For requests outside of the ski season, we require itinerary confirmation at least 21 days before your arrival at your destination.

Question 6

Will I get any confirmation that my ski equipment has arrived safely at the resort and when it has been returned to the facility?

Accepted Answer

Yes, we will send you an email confirmation after your equipment has been delivered to the resort and when it is checked into our facility for storage after each use.

Question 7

Where will I find my equipment when I arrive at the resort, rental home or AirBnB?

Accepted Answer

The equipment will be left with the reception or concierge of the resort.

If the address for delivery is a rental home, contact details of the property management or reservation agent will also need to be provided in your itinerary confirmation, depending on the property management company or agency, the bag will either be at their office or they will send it to your rental home.

If you are delivering to an AirBnB where the host is not available to receive the gear, we can send the gear to the nearest local courier office for you to pick up.

Question 8

How are the equipments collected for storage again?

Accepted Answer

All gear sent via our courier partner will have a return airway bill placed inside their bag (one per bag). Simple have the resort concierge, property management or reservation agent office contact the courier company to arrange for pickup.

If the arrival and departure location are not in the same prefecture, there will not be a return airway bill and members will have to send their gear back by filling in an airway bill, per the steps in First-time Delivery and Collection in our instruction’s page.

Question 9

What if the trip is extended?

Accepted Answer

Simply send us an email no less than 24 hours before original departure time and we can reschedule the pick up for you.

If notice is not provided, we will charge a pickup rescheduling fee of $40.

Question 10

What if I decide not to ski in Japan this year, can you send my equipment back home or to another resort in Europe, USA or Canada?

Accepted Answer

Unfortunately, we only service destination within Japan. We can however arrange for your equipment to be sent to a designated freight forwarder within Japan that can then redirect your gear anywhere else in the world.

Question 11

What if I want to lend my equipment to a friend who is going skiing in Japan?

Accepted Answer

We can arrange to deliver the equipment to your friend anywhere
within Niseko.

To ensure that the correct equipment is delivered to the right location in a timely manner, the name on the accommodation reservation must match the name under which the equipment is stored. If a member is lending their ski equipment to a friend, prior notification is required, and a US$60 fee will be charged for this arrangement.

Question 12

Can I purchase ski/snowboard equipments online and have it sent to you?

Accepted Answer

Yes, you can have your new equipment delivered directly to our facility.

You will need to notify us at least 48 hours before delivery with the tracking number and courier service being used. Be sure to provide the equipment retailer with an accurate address of our facility and the recipient name must be the same as the name used for your EEzz Valet membership. Failure to do so will result in a $50 handling fee.

We will send you a confirmation when the equipment has been received however we will not be responsible for tracking of new equipment being delivered to our facility.

Question 13

What if my ski equipment is damaged or lost?

Accepted Answer

All our members’ ski equipment are insured against damages and theft within our warehouse. Our insurance policy will cover the equipment up to a maximum of US$1000 per member. Actual value for compensation will be determined by documented original price less depreciation for prior usage of the ski equipment.

Damage during transportation will sometimes occur (please refer to How are the equipment transported?).

Question 14

What happens if my equipments is not there when I arrive at the resort?

Accepted Answer

In the unlikely event of this happening, we will arrange with our partner rental shop to provide you with free hire equipment until yours is ready.
 
If the point of contact provided by you is not able to receive the equipment when it is delivered, EEzz Valet cannot be responsible for hire equipment charges.

Adverse and extreme weather delay might occur (please refer to How quickly can the equipment be delivered?), EEzz Valet will not be responsible when equipment is delayed for such reasons.

Frequently asked questions