Frequently Asked Questions

  1. Renting Gear
  2. Shipping
  3. Late Fees
  4. Damage Waiver
  5. Damage
  6. Testimonials
  7. Brands And Equipment
  8. Discounts


Renting Gear

Do you charge a deposit?

We do not charge a deposit on rentals. We verify all of our customers before shipping the item. If our verifications department feels a deposit is warranted, we will email you and let you know.

Do you take reservations?

Yes, we do take reservations. You can make them as far in advance as you would like. You will not be billed until the day we ship your item. If the gear is not in stock you can simply place the order as normal. We will then email you and let you know if we have the item or items available for the time requested. If the customers needs warrants us getting new gear to make the rental happen, we will do so! All orders must be placed by you, the customer. We do not place orders for you.

What is your policy on cancellations?

If you cancel your order before it is picked up by UPS, there is no penalty or fee for canceling your order. If you decide to cancel your order while it is in transit, we will refund your rental fees minus one day and the outgoing shipping cost.

Is the equipment in good condition?

Of course! If we would not use the gear, we are not shipping it. We run a check of each item when it arrives back from a rental and a second check before it leaves for another rental. We guarantee the gear to be in working condition. There might be a couple light scratches on lenses or bodies but nothing that will affect it's ability to take pictures or use the gear. Most gear stays in perfect condition. There might be a tiny amount of internal dust on lenses, but this is common. If we find that it's not up to the standards of excellence we will not rent the gear and send if off to service. Once again, we want to make sure your experience is as enjoyable as possible.

What comes with my rental?

Please see the "includes" section for each item. This will list everything that comes with the gear you rented.

When does my rental period begin and end?

Rental begins the day after you receive it. With UPS we track all packages and get live tracking on that item. If UPS delivers (or has attempted to deliver) the lens on a Friday, Your rental begins that Saturday. If you request a lens to be delivered on a Saturday or Sunday it will be delivered on the Friday prior to and your time will start the next day (Saturday). UPS does not deliver on weekends in some areas and this is the best way for us to insure your package gets there in time. On the last day of the rental the lens or body must be shipped back to us. You will see a date the item is to be shipped back on your invoice. We will also send you a reminder email.

When is my credit card charged?

Your credit card is charged when your item ships. We do not bill an authorized amount or put a hold on any funds.

Can I take the lens or body out of the U.S.?

Yes you can. The lens must be delivered to and signed for from the address used on your credit card.

Should I clean the gear before returning?

No. Just simply package it up as it came to you and ship it back to us. We will take care of all the cleaning.

Shipping

What shipping carrier & service do you use?

Our default carrier is UPS. We do NOT take shipping time as part of your rental order. We ship UPS Ground, UPS 2nd Day Air, UPS 2nd Day Air A.M., UPS 3 Day Select, UPS Next Day Air, and UPS Next Day Air Saver. We ship according to the date of your rental so that it will arrive in time.

Do you require a signature?

Absolutely! All orders require a direct signature, no exceptions. So plan accordingly if you cannot be at home to sign for it. We do ship to places of employment, a UPS Store, or a UPS Customer center to be held for pickup for your convenience.

How long after I order does my lens or body ship?

All orders will be shipped based on when you are needing it. If you're shipping to a different address please let us know why the lens is being shipped there. You can note it at checkout. Please let us know the phone number as well, as this will speed up the verification process.

What are shipping costs?

Shipping prices depend on the gear you order. All shipping prices are updated immediately in your cart. The price you see is round trip shipping. You will have a prepaid return shipping label included with your package. The shipping price you see at checkout is the total shipping for all items, round trip.

Do you combine shipping?

Yes, we do combine shipments. The shipping price you see at checkout is the total shipping for all items, round trip.

How long does shipping take?

Shipping will take anywhere from 1-2 days. All shipments require a direct signature so make sure you are there to sign for it. If you cannot sign for it we do ship to places of employment or somewhere where you can sign for it.

I need my rental fast, can you overnight?

Sure we can. You will be charged the initial shipping and a $24 overnight fee.

What is the latest time I can order and still get my order shipped out on the same day?

Our daily shipping cutoff is 4:00 EST. Any order placed by this time can be shipped out that day.

Can I get my delivery on a Saturday?

Yes. The only way to get a delivery on Saturday is by UPS Overnight with Saturday delivery. All shipments will have to be received Monday thru Friday unless in emergency situations.

I am on vacation can you ship to my hotel?

Yes we can. We prefer to have it shipped to a local UPS Store or facility in the area.

How do I return the gear?

Please try to package it just like it was sent to you. Put the return label that was included with your shipment over the top of the old label. If you put the label on the other side of the box, it will cause a delay in UPS returning this to us. You will be responsible for any extra costs if the label is not put over the top of the old one. Lastly, drop it off at your local UPS facility or UPS Store. It's as simple as that! Absolutely no drop boxes. This needs to be given to a UPS representative. This insures the package was received. This protects both you and us. Please note that if you are using a local authorized UPS shipping facility, the package needs to be dropped off by the last scheduled UPS pickup time. So call them to find out what the last pickup time is. If you are having UPS pick your package up, you need to schedule a pickup the day before your rental is to be returned. UPS will not pickup the same day. Anything not in UPS's possession by the last scheduled pickup time, on your return date, will be marked as late and you will be charged late fees. *You will be charged for any items not returned.

What can I expect in the package?

Everything that you ordered. If you feel something is missing, please email or call us immediately. If all items that were shipped are not returned you will be charged immediately for the replacement of the item or items. Once we receive the item or items your credit card will be credited back for the replacement charge minus 10%.

Can I pick up my rental in person?

You may pick up between 9 a.m. and 4 p.m. Monday – Friday at our Office. We are closed on Saturday and Sunday. Select local pickup at checkout and select the time you will pick up.

Local renters please note: You cannot come into our store and place an order in person. Your order must be placed online before coming to pick up your order. We can then have it ready when you come in. Please bring in your credit card as walk ins are billed when they pick up. We do not allow for walk-ins to come and browse through our office or inventory.

Late Fees

Do you charge late fees?

Unfortunately we do charge late fees. There have been a number of lenses that have been several days late in being shipped back. The charge late fees is 1/4 of the weekly rate per day with a minimum of $20 per day no matter what you have rented. The reason for the late fee is that this forces us to incur exorbitant shipping costs when we have to turn around and overnite it to the next customer. This is not always the case, so please just email us or call us and let us know your situation. We hate to charge late fees as much as you hate to get billed for them. If you need to extend or are going to be late, please call or email us. We will work with you. Anything over three days late will be billed for the full amount of the item.

Damage Waiver

Do you offer any insurance or damage waiver on the gear?

Yes, we offer a damage waiver on all our lenses, flashes and bodies. The term "rental insurance" that allot of people use can be misleading since you not actually purchasing "insurance" per se. The only "insurance" you will get, is the "insurance" that you will not have to pay full price for replacing the item, if it is damaged or broken in any way.

How much does it cost and should I get it?

The price varies for each lens depending on what particular item and length of rental. You can see the cost in the item description. As far as purchasing the damage waiver, that is up to you. It does give you peace of mind that you will not be paying 100% of the cost to replace or repair the gear if it is damaged.

If I choose to accept the damage waiver what does it cover?

If you decide to take the damage waiver and the gear is damaged, you are only responsible for 15% of the replacement value for that particular item. Damage waiver does not cover water damage of any sort. That is considered negligence.

What if I choose to decline the damage waiver, then what?

If you decline to take the damage waiver, you will be responsible for 100% of the cost to repair or replace the item. Your credit card will be charged and you will be sent a receipt from the repair vendor to show the actual repair or replacement costs.

What is not covered under damage waiver?

Theft or the loss of an item is not covered. Water damage and or any liquid damage will not be covered under the damage waiver. This means coffee, paint, water, and anything else that is liquid. You will be responsible for 100% of the cost to replace the item. If anything is stolen, please file a police report so we can have it for your records and Camera Lens Rentals. Check your homeowners insurance because you might be covered under your own policy.

I changed my mind after I placed my order, can I still get the damage waiver?

Sure, as long as the lens has not been delivered. Once the gear shows delivered through tracking, you can no longer purchase the damage waiver.

Damage

What if I find the gear is damaged or not working when I go to use it?

Email us or call us immediately and we will talk to discuss the situation and try a few things. We are available 9AM-4PM, Monday through Friday. We will answer emails during the weekends. If this happens on a weekend, there is nothing we can do about getting a replacement out to you until Monday. If there is an issue please do email or call and leave a message as soon as you can. If we find something is wrong we will replace the item immediately (stock allowing). If the timing of your needing the gear does not work out we will refund the rental price and shipping costs once we have made absolutely sure that there was a problem. If by chance you ordered the wrong gear call us or email us and we will work with you on a solution. Full refunds cannot be given, however we will try to find the right gear for you. Your rental period will restart when you get the new gear. All of our gear is inspected and clean prior to shipment. Some minor scuffing on the gear might appear, but nothing that will effect the use and quality of the gear. If you call us when your getting ready to ship the gear back at the end of your rental period and say that the lens was not working, do not ask for a refund.

What if I damage the gear?

Let us know immediately. Our contract states if the gear is broken you are responsible either for replacing it or paying for repairs. Repairs are done by Canon, Nikon, Pentax, and other repair centers. We will charge you the actual repair cost, no more than that. If the gear cannot be fixed, you will be charged for the cost of the same lens or body at a comparable quality. This has never happened. You will not be charged rental while the lens or body is being repaired.

What would be considered damage to the gear?

Any scratches or scuffs to the glass on either side of lenses, damage from impact to the mechanicals that would cause the lenses or bodies to not function. This includes auto focus, focus, or zoom in or out. Water damage or moisture damage is also considered as being damaged. Deep scratches and gashes to gear are considered damage. Light and minor scuff marks to the gear are considered normal use and will not be considered as damage. We will use the Nikon, Pentax, Canon, and other repair centers as arbitrators for any major conflicts. If they tell us there is water damage, moisture damage, mechanical damage caused by impact, you will be responsible for repairs and maybe the cost of replacing the gear.

How can you tell the gear was not damaged during shipment or prior to?

All of our gear is inspected and tested prior to shipment. We will never send out gear that has any damage that causes it to be non functional. Chances of gear being damaged during shipment is next to nil. The gear is packed with great care. If your box arrives damaged use discretion. If you do not feel comfortable do not sign for it. If you do sign for it and the box is damaged please get a photo of the box before opening as all shipments are insured. If the box was somehow mishandled we want to make sure it's noted for both Camera Lens Rentals and yourself. We understand that there might be an extremely rare occasion where the gear arrives damaged. So please note it and document it for us, and yourself.

Brands and Equipment

What brands do you rent?

We rent Canon, Nikon, Pentax, Sigma, Sony, DJI, and many more.

Who picks your gear selection?

You the customer! We like to hear feedback of what gear you're looking for. If we deem it fit to put into our inventory we will do it. Upon that we can email you and let you know that we now carry that lens or body.

Discounts

Do you offer discounts?

We offer 10% discounts to first time renters. We will also send occasional emails with special discount offers. All of our first time rental discounts are based on your billing address. Please do not try to rent in someone else's name, phone, email, or CC. We monitor this closely. We appreciate our customers, but do not like to be taken advantage of. All you have to do is ask and we will see what we can do. We run the best discounts in the business, hands down.