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.
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.
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.
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.
The best thing to do is call 1 800 PICK UPS. You can call them and they will tell you want facility this came out of. You can then go to the facility (in most cases) that evening and pick up the gear when the driver gets back to the hub. You can also have a request put in to have it held at the facility for pickup the next day. If you miss delivery, UPS will attempt to deliver it the next business day. This is why we recommend Thursday deliveries for weekend orders, or having it shipped to a UPS location where someone is there to sign for it.