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- Damage and Non-Returns
- Distribution Centers
- Order
- Owners
- Partnerships and Community
- Payments & Pricing
- Pickup and Delivery
- Products
- Promotions
- Renter
- Returns and Cancellations
- Shed's Drivers
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Damage and Non-Returns
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What happens if an item is not returned?
If an item is not returned within 5 days of its due date, we charge the renter the full retail price of the item.
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If I damage an item during the rental period, what should I do?
All products rented from The Shed are insured. Renters should not try to repair a damaged or broken item. They should contact The Shed via our chat option and we will walk them through the return process.
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Do I need to have renters insurance?
No, renters don't need to worry about any renters insurance!
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Distribution Centers
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Is the Distribution Center open to the public?
Pickup/dropoff is available at the distribution center during regular business hours which is Monday - Saturday 8:00am - 7:00pm and Sunday 10:00am - 5:00pm. If you are a product owner, please preregister on ished.com and select "drop off." If you are a renter, please reserve the product on ished.com and select "pick up."
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What are the hours of operation?
The Distribution Center hours will be Monday - Saturday 8:00am - 7:00pm and Sunday 10:00am - 5:00pm.
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Order
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Where are you located?
Currently, The Shed has locations in Richmond, Virginia and Denver, Colorado. We will be launching in many other cities over the course of the next year.
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How do I know when my order will arrive?
You will select your rental date and you will receive text messages providing updates on the day of delivery.
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What is the process for rental product pick up after I'm done?
On the pick-up day, please leave the rental product in the same spot where it was dropped off with all parts, instructions and packaging that were part of the rental.
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Owners
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What if my products get a poor rating and returned to me but I don't agree?
We review every rating and respond as appropriate on behalf of both parties. If you have any questions about the rating, please contact us on chat.
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What happens if my product isn't renting?
The Shed constantly monitors and markets products based on seasonality and demand to deliver the best possible experience to our owners and renters. We encourage our product owners to help us promote their product listings too. It's a win-win! If a product does not rent at least 10% of the time in a six month period we may contact you to make arrangements to return it to you or donate it to charity.
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What happens if a renter doesn't return my product?
All products that are rented through The Shed are completely insured. If a renter doesn't return a product, then they will be charged for the lost rental time and the full price of your product. The Shed will replace the item.
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What kind of maintenance will be done on my products?
The Shed has a robust maintenance protocol for product maintenance and cleaning. We follow manufacture guidelines to ensure that every product is maintained properly.
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Will The Shed staff perform repairs on my product?
On certain products and in certain situations, we will perform minor routine repairs and maintenance. For extreme damage or repair situations, we will contact you and use a professional repair service.
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What criteria is used to determine the condition and resulting price on my product?
The Shed team evaluates all products based on age, appearance, performance, etc. on an ongoing basis. Note that the condition can change over time.
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What if I believe my product is being priced incorrectly?
The Shed uses a state of the art pricing algorithm that takes into account multiple data points. Our pricing engine will ensure that you will always get the highest rental price available for your product.
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Will I be able to periodically see the condition of my products without having to go to The Shed or have it returned?
An owner has the opportunity to receive their equipment back 6 times a year. If you want to review the condition of the product, you can go into the Account Manager and check it out and we will deliver it to you.
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Do I have any say in the pricing of my products to ensure I'm not losing rentals from being overpriced or to ensure I'm not losing potential revenue from being underpriced?
The Shed uses a state of the art pricing algorithm that takes into account multiple data points. Our sophisticated pricing engine will ensure that you will always get the highest rental price available for your product.
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Can I give special instructions and precautions for the use or operation of the product to ensure the renter can operate the product? (Used equipment often has quirks that may not be covered in the operations manual)
The Shed welcomes any digital instruction manuals the Owner would like to supply. The Shed will seek out those manuals as a common practice to help the renter use the product correctly. Additionally, we will developing videos to provide instruction on the specific product.
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Will my products be kept in a weather and temperature controlled environment?
All products are warehoused in a temperature controlled facility. Certain mechanical products will be kept in a secure covered location outside of our facility.
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What are the standards and criteria for rejecting a product?
The Shed has high standards to make sure the products are safe and work as intended. Each category has its own criteria for acceptance. After review of the product, we will rate the quality of your product and determine whether it meets our stringent requirements.
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What kind of promotions or programs do you have for owners with high volumes of products or rentals ?
We do have periodic programs to reward owners. We also have opportunities for high volume owners to become business partners. If you or someone you know has a high volume of products please contact us at tellmemore@ished.com to discuss enterprise options.
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How do we manage customer inquiries?
All customer inquiries will happen through the instant chat engine.
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How do we manage owner inquiries?
All owner inquiries will happen through the instant chat engine.
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What happens if I want my product and it's out for rent?
If your product is rented out, you can select a similar product and receive it for up to 3 days for free using a coupon code that you can obtain through customer service. If you know when you will need your product we encouarge you to block the time off in the rental calendar.
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Can I list more than one product I own on your platform for renting out?
You can enter as many items as you want into our rental platform.
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How do I register my products?
Please view our owner registration video here https://ished.com/image/video/signup-guide.mov. To start, after you have signed up as an owner, go to the tab on the left navigation and click "submit products to The Shed."
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How do I find out about insurance?
Information about product insurance can be found under the owner's agreement (line 6) onhttps://ished.com/index.php?route=information/information&information_id=11
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What products do you accept?
You will find a comprehensive list of products under Product List at https://ished.com/index.php?route=product/all_category
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May I come by today?
You may come anytime during open business hours - Monday - Saturday 8:00am - 7:00pm and Sunday 10:00am - 5:00pm EST.
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Where do I get the verification code?
The verification code will be sent to the mobile number you signed up with via text message.
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How do you handle maintenance?
The Shed has extensive procedures in place for product maintenance and cleaning. We follow manufacture guidelines to ensure every product is maintained properly.
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Does the owner pay extra for maintenance?
No. The owner does not pay any maintenance fees.
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What is the percentage of rental income I receive?
Our product owners receive free storage and 30% of the rental income from their product rentals.
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In registration, what am I supposed to use for "account display name"
Anything you choose, all products will be displayed under the same account name.
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What is your address for drop off?
2362 Greystone Court Rockville, VA 23146
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What if I put an item into The Shed and want to use it?
An owner has the opportunity to receive their equipment back 6x a year.
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Why are most of my owner's products shown as 'Not Available'?
If your products are displayed as not available it means they are still being prepared, including maintenance, photography, instructions, listing, etc. As soon as this is complete they will be shown as 'available'.
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Partnerships and Community
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What's your policy on donations to charities?
We will gladly donate the proceeds from your product rental to a charity of your choice. If you don't see your charity on our list on the owner product submission page, please reach out to us at tellmemore@ished.com and we will work with you to set it up.
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Payments
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How often will we pay owners?
All payments will be made after the money has cleared the financial clearinghouse. The Shed does not hold any of the owner's compensation.
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How will we manage authorization for rentals?
We will do credit and debit card pre-authorizations for the rental fees plus a deposit. Once the rental item is dispatched, we will charge the planned rental fees.
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What will we do if a customer’s credit card is declined?
We pre-authorize credit card transations.
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Are the payments secured on THE SHED ?
We guarantee secure payments through our fully secured Payment system.
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Pickup and Delivery
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How much more do you charge for same day and two-hour delivery?
If you are a member ($29.95 annual fee) then two hour delivery is $15 and same day is $10 w/in a 20 mile radius. If you are not a member then two hour delivery is $40 and same day is $30.
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How much notice does an item owner need to give to get their stuff back when they need it?
You can request your product be returned on the Account Manager. All returns are done within two days of request or you can pick it up at the Distribution Center sooner.
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What are the delivery options by timing?
You can pick up a product from our Distribution Center or schedule delivery for two hour, same day, and two day. NOTE: Any delivery beyond 25 miles will include a surcharge.
- How does distribution center pick-up work?
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How does two hour delivery work?
If you want a product immediately and do not want to pick it up, then we will dispatch an on-demand driver to pick it up and deliver it within a two-hour window.
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How does same day delivery work?
If you want a product the same day and do not want to pick it up, then we will dispatch an on-demand driver to pick it up and deliver it before the end of the day.
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How does two day delivery work?
You will receive our standard two-day delivery before 5 pm on the second day after the order was placed. You will receive updates via text messages.
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How do you determine delivery pricing?
We have a delivery pricing rate sheet that includes rates for those that are members and non-members. If you are a member ($29.95 annual fee) then two hour delivery is $15 and same day is $10 w/in a 20 mile radius. If you are not a member then two hour delivery is $40 and same day is $30.
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Will the driver give instructions or demonstrate how to use the product?
Our drivers are not trained on all products we carry; however, we do supply operations manuals and tutorial videos with the product listings whenever possible. If you have trouble using a product after it is delivered you can contact us via our online chat for support.
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What should I do If a wrong product is delivered to me?
If you believe the product you received is not what you ordered, please contact us immediately through our customer support chat.
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What are the delivery and pick-up hours?
We will be offering this service from Monday - Saturday 8:00am - 7:00pm and Sunday 10:00am - 5:00pm.
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Products
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How can I view products for rent on The Shed?
All products are listed underneath their specific category. You can also search by typing the product name into the search bar.
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Are the products on The Shed of high quality?
The products available for rent meet very high quality standards. The Shed will not rent products that do not meet a standard of good, better and best.
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Do I need to clean the product before I return it?
We expect the product to come back in a reasonably clean state. We clean all products as they are returned but will assess a fee if the product rquires extensive cleaning.
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What happens if the product gets damaged during the rental period?
If you have any issues with the product during the rental period, including product damage, please contact us via chat immediately and we will help you resolve the issue.
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Promotions
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Will we offer special promotions during the year?
Yes, The Shed offers promotions throughout the year which will be featured on our rental website (as well as other marketing channels.)
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Will the customer be able to get unlimited deliveries?
You can sign up for our Preferred Delivery Membership and receive free two day deliveries for a year.
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Renter
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What do I do if the item doesn't work as it should?
If you experience difficulty or issues with a product during your rental period, you should contact us via chat and we will help you resolve the issue.
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What if the item breaks when I'm using it?
If you experience any difficulty or issues with a product during your rental period, you should contact us via chat and we will help you resolve the issue.
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What if I lose a part of the item?
If you experience any difficulty or issues with a product during your rental period, you should contact us via chat and we will help you resolve the issue.
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Do I need to be present when the product is delivered or picked up?
No, you do not have to be present during drop off or pickup. The delivery driver will supply the renter with a picture of where the item was dropped off on your property via text.
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Can I request a specific pickup or delivery time?
The Shed offers three different delivery options - 2 day, same day delivery and 2 hour delivery. The Shed cannot guarantee a specific time but we can guarantee your delivery within the timeframe requested and we will text you with updates so you can plan accordingly.
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What happens if someone steals the product from my porch?
If you believe a product was delivered and stolen please contact customer service chat immediately to make a report.
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Do you have a way to secure or lock the delivered product so it doesn't get stolen?
Much like other delivery platforms, we deliver products to a convenient location on your property. If, by chance, something happens to your item, please contact us via chat immediately.
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Can I specify where the product should be placed upon delivery?
The Shed will typically deliver products to your front door or garage door area.
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Will instructions come with the product?
We will provide digital instructions if available and/or an instructional video. If you are having trouble operating a product, please contact us via our online customer service and we will assist you.
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How do I receive the operations manual?
We will provide links to operations manuals if available and/or an instructional video. If you are having trouble operating a product, please contact us via our online customer service and we will assist you.
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What happens if I'm struggling to understand the user's manual and need help in operating the product?
If you have any questions about the use of the product, please contact us via chat and we will connect you to someone who can help you.
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Can I cancel the product delivery on the day to be delivered or even at the time of delivery due to unforeseen circumstances? What are the consequences?
All orders are billed the morning of delivery. Any cancellation, after the product is scheduled for delivery, will be billed a full day of rental.
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Can I reject a product at the time of delivery, or shortly thereafter, if I believe the product is unsatisfactory, is not suitable for my needs, or is not as advertised?
If you experience any difficulty or issues with the Rental product during your rental period, you should contact us via chat and we will help resolve your issue immediately.
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Will I be able to identify the driver's location and estimated ETA?
You will receive updates on the delivery via text message.
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What if my credit card gets billed for the incorrect amount?
Contact us via chat and we will help you resolve the payment issue.
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If I extend the rental, which would push the rental period into a lower price range will my total rental fee be adjusted accordingly?
Any applicable discounts will automatically be applied if you extend your rentals.
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What happens if I forget to leave my product out on the day of return pickup? Will there be an additional charge?
You will be charged the appropriate fees outlined in the Renters Agreement. You will also be charged for any additional days that you have the item in your possession.
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If I want to rent an item but am outside your rental area would you be willing to ship the product to me?
The Shed does not provide any shipping options for our rental products at this time.
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What kind of promotions or programs do you have for individuals with a high level of rentals?
Currently, we do not have promotions for frequent renters.
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Is there a mechanism in place for returning product to the Distribution Center after hours?
There is no mechanism in place for after hours delivery. All products must be returned during regular business hours.
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I am concerned about the hygiene aspects of products rented as it may have been used before?
We clean and maintain every rental item as it comes into our facility and prior to it leaving the facility for a rental.
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There is a product I am keen to rent but it is currently not listed on THE SHED. Can you procure it for me?
Our product list is always updating. If you have a suggestion on a product we should carry, feel free to provide that feedback via chat.
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Will accessories required for the product to function, be included along with the product?
When appropriate, we will provide you with all of the needed accessories for a product to function.
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Can I increase or reduce my rental period after I place my order?
You can adjust your rental period in your account manager. You can also contact us via chat to make adjustments to your rental period.
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How will my rental fee be impacted if product is delivered or picked up late or early?
We will not charge you if we delay pick up of the product at the end of the rental period.
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I loved the product I have rented. How can I keep it?
Right now, all products are only for rent.
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Do you accept cash on delivery payments?
We are sorry, we don't accept cash on delivery payment currently.
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How can I be sure that it is safe to pay online on The Shed?
We use one of the most popular payment gateways – Stripe.
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Is there a provision to check my order status online?
Yes you can check your order status on your Profile dashboard.
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What if I want to change the product's schedule date of return (return early, keep longer)?
The renter can adjust the rental period but there may be additional charges if you are changing the date of pickup (may apply). You can change this in the account section of The Shed website.
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How often will the product pictures or video be updated to accurate show the current condition?
They will be updated often, no need to worry about getting something else then you expect! We only accept products that are in good or great condition, examined by one of our professionals before acceptance.
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Returns and Cancellations
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What is the return policy for products rented on THE SHED? (Product Return)
As the owner of the product if you decide to take back your product from The Shed, the product will be returned and in the same condition as you had sent it.
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What if I want to cancel the order I have placed on THE SHED? (Cancellation Policy)
If you choose to cancel the order, 24 hours before the product is shipped or picked up by you, you will be entitled to a 100% refund.
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I don't want the product I have rented. Can I return it ?
You can request that your rental period be shortened and we will credit you for the days not rented.
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Shed's Drivers
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Do you run criminal background checks on delivery drivers?
Yes. We run background checks to ensure that all The Shed drivers have clean criminal records, good driving records, and proof of insurance.
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Will delivery drivers show the user how to use the items?
The driver will not provide use instructions. If you need assistance, please contact us via chat or look for our operations manual or instructional videos online.
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Are delivery drivers employees of The Shed?
All delivery drivers are contracted drivers who have been vigorously screened and constantly monitored for high levels of customer service.
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What is the signup process to become a Shed Driver?
Shed driver can access the signup tool on The Shed's website.
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How do I change my banking information?
All drivers will have access to an account page to change any information including banking info.
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How are Shed Drivers Paid?
Shed drivers are paid on a weekly basis. Drivers can request on demand payment but will incur a small fee for the service.
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How do I schedule myself for a shift?
All on demand gigs will be sent out and each driver will be able to accept of decline the delivery. Two-day routed deliveries will be open for bid acceptance the night prior to deliveries.
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Can I use my car (sedan, coupe, hybrid, etc.) if it has a hitch?
Your car has to be able to tow 3000 lbs of weight.
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How do I get more deliveries?
By making yourself more available during delivery hours, and being close to the distribution center. The volume of your pickup and deliveries will increase.
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How do I edit or add my vehicle information?
You can make changes to your account by logging into the drivers' portal.
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Can I use my friend's car to be a delivery driver?
You must use your own automobile and use that same vehicle. Insurance of the vehicle must be in your name.