(877) 578-4777

Frequently Asked Questions

Last updated on: Jun 05, 2013

  1. I live overseas, but traveling into United States for work/vacation. Can I rent your equipment?
  2. How is the rental period start & end time calculated?
  3. How much is the security deposit?
  4. What kind of condition should I expect the gear to be in?
  5. What comes with the gear when I rent it?
  6. When will my credit card be charged?
  7. What if I loose a lens cap/strap/charger etc. ?
  8. What do I need to do to the gear before returning it?
  9. How do I return the gear at the end of the rental period?
  10. What if I am going to be late in returning the gear?
  11. What If I damage the gear while I'm renting it?
  12. Who needs protection?
  13. What will the Protection Plan cover?
  14. What will not be covered by the Protection Plan?
  15. What if I have some other questions about the Protection Plan
  16. When does my rental period start & end?
  17. Does someone need to be home to sign for my package?
  18. What kind of gear do you carry?
  19. Do you carry cameras?
  20. Do you take reservations?
  21. Which carrier do you use to ship your gear?
  22. How soon will you process and ship my order?
  23. When should I request the package to be delivered?
  24. What time of day will UPS deliver my package?
  25. Do you ship orders outside of the U.S.?
  26. How much do you charge for shipping?
  27. I can't access my account. How can I reset my password?

I live overseas, but traveling into United States for work/vacation. Can I rent your equipment?

We are set up to process US Issued Credit Cards. We will do our best to accomodate, please be aware that we will most likely ask for a deposit.

How is the rental period start & end time calculated?

Your rental period begins when UPS electronically confirms delivery or attempts delivery. Your rental period ends one, two, three or four weeks later when you return the package to UPS. The transit times to and from LensProToGo do NOT count toward your rental period. In other words, if you rent a lens for one week, you get to keep it for one week!

How much is the security deposit?

Generally we do not ask for deposits and we will certainly never automatically charge you a deposit! All orders are subject to review by our Order Review Team and if we determine a deposit is required we will call you to discuss it.

What kind of condition should I expect the gear to be in?

All of our gear will arrive in perfect working condition. While they may show signs of normal use, any flaws will be purely cosmetic and will not affect image quality. We turn over our gear very rapidly and 90% of our gear is 18 months old or newer.

What comes with the gear when I rent it?

All lenses will come with front and rear caps. Most, but not all lenses will come with a lens hood. Some lenses will also come with a tripod ring. If the lens comes with either a hood or a tripod ring when purchased new, then it will also come with the lens for the rental period. Cameras come with a strap, battery and charger. Extra batteries and/or chargers may be rented as well. Please be considerate and send the accessories and caps back to us.

When will my credit card be charged?

Your credit card will be authorized at the time you place your reservation and it will be charged on the day we ship out the gear.

What if I loose a lens cap/strap/charger etc. ?

We know things can get hectic when you're wrapping a shoot and you just want to get home. It's easy to misplace an accessory. When we receive a rental back that's missing gear we'll charge your card for the missing items. We keep an inventory of most of these items on hand so as not to disrupt other customer's rentals. If you are able to locate a forgotten item and able to ship it back to us, we'll gladly refund your card.

What do I need to do to the gear before returning it?

Nothing. Just return it safe and sound with ALL of the accessories and we’ll take care of cleaning the lens or camera in preparation for the next photographer. Please be sure to pack the caps, hood and lens collar along with the lens.

How do I return the gear at the end of the rental period?

Carefully repack the gear and accessories in the Pelican case, close and latch the case, insert the case into the box in which we shipped the gear to you, tape the box closed, affix the return label and drop it off at your local UPS office or call 1-800-PICK-UPS to arrange for a pickup. Please allow UPS 24 hours if you choose the pick up option.

What if I am going to be late in returning the gear?

Rental charges will apply if you are late in returning the gear. Please call us at 877-578-4777 or email us at service@lensprotogo.com if you are going to be late. You also have the option of extending your rental by logging into your account and choosing the currently renting tab. Once there click on the order you want to extend.

What If I damage the gear while I'm renting it?

Please notify us immediately if a lens is damaged while you are renting it.

Who needs protection?

The simple truth of the matter is, everyone needs some type of protection to cover rather expensive lenses. If your home owner's policy or business policy will cover equipment you rent from us, great. If not, please consider adding in the optional protection plan. If you do damage the gear, please know that we will expect payment from you immediately and not your insurance company.

What will the Protection Plan cover?

The Protection Plan will cover repair or replacement of a lens if it is damaged. You will then be responsible for paying the deductible which is 10% of the replacement value. If you do not purchase the optional Protection Plan, you will be responsible for the cost of repairing or replacing the damaged or stolen lens. </P> Example: You rent a lens that has a value of $1,000 and do NOT purchase the Protection Plan. You then damage the lens while you are renting it and the lens requires repairs totaling $300. You are responsible for the entire $300. </P> Example: You rent a lens that has a value of $1,000 and DO purchase the Protection Plan. You then damage the lens while you are renting it and the lens requires repairs totaling $300. You are responsible for paying the deductible of $100 ($1,000 x 10%). And then we pay for the additional $200 for the repair.

What will not be covered by the Protection Plan?

Stolen or lost gear will not be covered. Complete losses due to water damage will not be covered.

What if I have some other questions about the Protection Plan

No problem, just give us a ring at 877-578-4777. We'll be happy to help you out.

When does my rental period start & end?

Lets look at a 1 week rental. Your rental period starts the day that you receive the lens from UPS. If your lens arrives on a Tuesday, simply ship it back to us the following Tuesday. It's easy!

Does someone need to be home to sign for my package?

We require signature for all packages that we ship. If someone will not be available to sign for a package at your home, we recommend having the package shipped to a work address.

What kind of gear do you carry?

We carry pretty much everything for photography and DSLR video shooting. We have almost everything in the Canon and Nikon lineup as well as some third party lenses, flashes, tripods, monopods, gyros, lightmeters, etc. Yes, we do carry cameras and all support and lighting needed for DSLR video shooting.

Do you carry cameras?

LPTG: Yes, we carry a whole host of Canon and Nikon DSLR cameras. You: But your company is called LensProToGo and not Camera ProToGo. LPTG: Yes, we know. We started off with lenses only but very quickly added DSLR cameras. You: Are you sure you carry cameras? I can't find them. LPTG: Yes, they are cleverly concealed under the categories called "Canon Cameras" and "Nikon Cameras."

Do you take reservations?

You: Do you take reservations? LPTG: Yes, we're happy to and we encourage them. You: But do you take reservations for specific lenses for a specific period of time? LPTG: Yes. You: But what if I want to reserve a camera, a couple of lenses and a flash for three months from now? LPTG: No problem - we can help you with that. You: So how do I reserve the gear? LPTG: You can do that on our web site or pick up the phone 877-578-4777 and we'll take care of you.

Which carrier do you use to ship your gear?

We offer the best service in the industry and we partner with UPS, the best in their industry. We chose UPS for their unparalleled dedication to on time delivery and nationwide convenience. With UPS as our partner, we offer three-day, two-day and overnight deliveries. Fast and reliable, UPS provides LensProToGo with the service our customers need. Please call to inquire or to set up overnight shipping @ 877-578-4777

How soon will you process and ship my order?

All orders received by 5:00 pm EST will ship the same business day if that is required. We know you’re anxious to start using the lens and we don’t want to make you wait any longer than you have to. We use UPS with a signature upon delivery for all of our shipments. Two day shipping is included in our rates. Overnight shipping is also available for an extra charge. Please call us at 877-578-4777 to arrange for overnight delivery.

When should I request the package to be delivered?

This is important! Please pay attention to this one as it may save you some heartache in the future. If you absolutely need the gear to shoot a wedding or other event on a Saturday, please, please, if possible DO NOT request the gear to be delivered on Friday. You have left yourself no room for error. UPS does an incredible job of getting packages to where they need to be on time, but even they are not perfect. Severe weather, which we have been seeing a lot of lately, can also affect the delivery of your package. So, if you need the gear on Saturday, make sure your start date is on Thursday, just to give yourself a little cushion. Here's an analogy we like to use.....pretend you're the wedding photographer (many of you don't have to pretend that) and you're talking to the bride. YOU: So lovely bride, what time will your wedding ceremony start? BRIDE: It will begin at 2:00 in the afternoon. YOU: Great - I'll be there at 1:59 sharp! Now, of course, you would never do this, so don't do it when you rent gear either.

What time of day will UPS deliver my package?

There are many factors that can affect your UPS delivery time on the day of your scheduled delivery. Factors include but are not limited to: weather, the number of packages out for delivery, if its your regular driver's day off, traffic, etc. We urge you to plan ahead as much as possible and have your gear arrive a day or two early for your shoot. We never recommend having gear arrive the day that you need to shoot with it. Please call 1-800-PICK-UPS and provide them with your tracking number. Please keep in mind that even UPS does not know what time of day your package will be delivered. When shipping to a residential address, UPS may deliver as late as 7:00 pm.

Do you ship orders outside of the U.S.?

Unfortunately, due to the higher cost of shipping and longer times in transit, we cannot ship outside the US.

How much do you charge for shipping?

Because we want to make it easy for you, all shipping charges, with exception of overnight deliveries, are already included in the rental price. Overnight shipping via UPS is available for an extra charge.

I can't access my account. How can I reset my password?

Detailed instructions on how to reset your password can be found on our blog http://www.lensprotogoblog.com/accessing-account-and-resetting-password/