Frequently asked questions

We’ve got you covered so you can share and rent with peace of mind. Our protection policy borrowers opt into at checkout safeguards both lenders and renters against unexpected incidents:

• Minor wear & tear covered: Normal, minor wear - such as a loose thread or small washable mark - is completely covered for borrowers who opt into our protection policy at checkout. Borrowers who decline the policy are responsible for out-of-pocket costs for minor wear.
• Damage or loss protection: If an item is significantly damaged beyond repair or lost during a rental, our framework ensures the borrower covers repair costs or the garment's fair market value, up to its listed value.

Important note: All incidents must be reported to info@raxapp.ca within 24 hours of the rental period ending, accompanied by clear photos of any damage.

rax is a peer-to-peer fashion rental and resale platform built for the next generation. We connect you directly with the best creator and community wardrobes across Canada and the U.S. Lenders can easily monetize the pieces in their closets, while borrowers can access incredible, trend-forward looks for up to 90% off retail prices.

rax is completely free to download, browse, and list! We take a 20% commission from lenders on successful rentals.

Trust is everything to us. rax has a zero-tolerance policy for counterfeit goods, fakes, or dupes. All listed items must be 100% authentic. Any user found listing non-authentic items will have their listing removed immediately and faces a permanent ban from the platform.

We’ve always got your back. Email us directly at info@raxapp.ca.

We know finding the right fit online can sometimes be tricky. Here is how we handle fit issues to make sure you're never stuck with a piece you can't wear:

• Quick Fit Check: Try the item on as soon as you receive it. If it doesn't fit quite right, you must report it to info@raxapp.ca and return it back to the lender within 24 hours of delivery or pickup for a refund minus shipping costs.
• Fit Details for Next Time: To avoid sizing hiccups, always check the lender's sizing notes and measurements provided in the listing, or message the lender directly with questions before booking!

You choose the handoff route that works best for you at checkout:

• Local Pickup: If the item is nearby, you can coordinate an in-person exchange.
• Direct Shipping: If a local meet-up isn't possible, choose shipping. Tracked prepaid shipping labels are automatically generated during checkout.

Shipping fees are dynamically calculated at checkout based on item value and distance. Tap 'Borrow' on any listing to preview the exact cost.

• Bookings over $50: Lenders and borrowers automatically split the shipping costs.
• Bookings under $50: The borrower covers shipping both ways.

When booking, select your exact event date in the app.

• If doing Local Pickup: You will pick up the item on Day 1 of your rental window and return it on the final day.
• If choosing Shipping: To ensure zero event-day stress, always select a 10-day rental period, making sure your event falls on Day 8. Your lender will ship the piece out on Day 1, giving it a safe 1–7 day delivery window to arrive. You wear it on Day 8, and ship it back on Day 9 or 10.
• Pro-tip: You can reserve looks up to 90 days in advance - the earlier you book, the safer your spot!

We offer ultra-flexible booking timelines, ranging from 4 days (best for quick local pickups) up to 10 days, 20 days, 1 month, 2 months, 3 months, or 6 months. Because every closet on rax is independently owned, each lender chooses the maximum rental length they are comfortable with for their specific items. You can view an item's available rental windows directly on its listing page.

On or before the final day of your rental window, go to your app notifications or email to print out your prepaid shipping label. Pack the items securely (we highly encourage reusing old shipping bags or boxes!), attach the printed label, and drop it off at the post office.

Don't panic - accidents happen! We highly recommend opting into rax insurance at checkout, which covers minor wear and tear, small stains, and zipper snags. If you decline insurance, you will be held 100% liable for the professional repair or full replacement cost of the item.

Yes! If a lender is open to clearing out their closet, a Buy button will appear on the listing. You can buy it outright before renting, or purchase it mid-rental if you completely fall in love with the look.

Tap the + (List) button at the bottom center of the app to jump into our quick listing flow. There are no restrictions on your closet size - list as many pieces as you'd like!

High-quality clothing and accessories in excellent condition. Our community heavily rents formal wear, event dresses, luxury contemporary brands, and standout seasonal pieces.

High-quality, real-life imagery performs best. We strongly recommend uploading clear photos or videos of the item actually on a person (yourself, a friend, or past renters) so borrowers can understand the fit. Listings with try-on photos generate up to 3x more interest than flat-lays or stock images!

Pricing is entirely up to you! As a rule of thumb, our system recommends setting your short-term rental rate at roughly an 80% discount off the original retail price. For longer, vacation-length rental windows, the app will automatically scale the pricing upward to maximize your payout.

The handoff method depends entirely on what the borrower selects during their checkout process. Once a booking is approved, you’ll fulfill the request one of two ways:

• If they choose local pickup: Jump right into the secure rax app chat to coordinate a seamless handoff date, time, and public location that fits your schedule.
• If they choose shipping: rax automatically generates a prepaid shipping label directly in your app notifications and email. Securely pack your item, attach the printed label, and drop it off at a mailbox or post office on or before Day 1 of the rental window.

Your wardrobe is protected by rax. You must inspect your garment and report any damages within 24 hours of receiving it back by emailing info@raxapp.ca. Claims made after the 24-hour mark cannot be verified. Pro-tip: For peace of mind we recommend keeping items with high sentimental value in your personal collection.

rax partners with Stripe to ensure secure, rapid, and private financial processing. Head to your transaction (second icon from the right), tap the $ icon and transfer your rax cash directly to your bank account.

You maintain total control over your availability calendar. To wear a specific piece, simply tap edit on the listing and block out those specific dates.