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FREQUENTLY ASKED Q’s

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Rental Order Questions

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Do you require a security deposit?

We are able to process most orders without a security deposit, however, we have a team of boring “suits” who help us review orders based on a selection of criteria. Upon on their review, a fully-refundable deposit may occasionally be required.

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When does my rental start & end?

Your rental starts the day your gear arrives (generally in the afternoon) and ends on the day you ship the gear back to us. You choose the dates!

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Do you accept reservations?

Yes, in fact we recommend them!

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How quickly are orders processed?

We process orders on the day they are submitted (Monday-Friday) prior to our shipping cut-off time of 5:00pm Eastern Time. We’re fast! Orders submitted over the weekend are processed on Monday.

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When will my credit / debit card be charged?

Your credit card will be charged 2 business days prior to order shipment. If your order is placed within a week of the scheduled arrival date you can roughly expect your order to be charged shortly after you submit it. For longer term reservations made weeks ahead of time, you can expect your cart to be charged 1 week prior to your rental start date.

Shipping Questions

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When will my gear be shipped?

The outgoing shipment day varies based on several factors. We handle all of the logistics on our end to ensure your gear arrives on the day you specify.

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What shipping carrier do you use?

We proudly use UPS for our shipments.

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Why don't you use FedEx?

We don’t use FedEx because it is actually split into two different companies, Express and Ground, who don’t work together to get packages to their destination. This can cause a lot of confusion and can be frustrating when you are trying to return your gear.

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When will UPS deliver my package?

For standard deliveries, UPS states that packages will be delivered by “End of Day.” While that is not terribly specific, there are several factors that can affect delivery times, so it’s important that you’ll be available to sign for your package. If you sign up for UPS My Choice (http://www.ups.com/mychoice/) you’ll have the option to pre-sign for your package.

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Do I need to be home to sign?

You’ll need someone home to sign for your package, and UPS requires that person be over the age of 18. Alternatively, you may use the UPS My Choice program to manage your packages & pre-sign for deliveries. Learn more about it at www.ups.com/mychoice.

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Will you ship to me internationally?

Sadly, our shipments are limited to the 50 U.S. States.

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What happens if I'm not home or I miss my delivery?

If you miss the UPS driver on your scheduled delivery date, two things can happen. First, you can wait until the following business day when UPS will attempt delivery again. The second option is to pick up your package at the UPS hub after they have made their first delivery attempt. You will need to call UPS at 1-800-PICK-UPS to ask for this service. They will be able to help you with scheduling and availability of the will-call / hold / pickup process. All shipped orders are subject to the 4-Day minimum rental rate regardless of if the order is physically received. Please keep this in mind when ordering. Allow yourself an appropriate delivery buffer before a big shoot & avoid Friday deliveries whenever possible, as UPS does not run on the weekend.

Pick-Up Order Questions

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Can I pick-up my order at the LensProToGo offices in Concord, MA?

Of course! We'd be happy to have you stop in to pick-up your order. It's sort of like getting backstage access to see your favorite band. You know, seeing the legends in action! Seriously though, we do offer special discounted pricing for pick-up orders that have no shipping involved. This discount applies only to orders that are picked-up and dropped off at our location. Simply choose the pick-up at LensProToGo option during checkout.

Pickup order
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When will my pick-up order be ready / due back at the LensProToGo office?

Pick-up orders are ready (in most cases!) by 11a.m. on the start day of your rental. Earlier pick-up may be available between 9am-11am, provided we have your desired gear in stock on the day prior to your rental. Please call after 5pm the day before to inquire about an early pickup. Returning items are due by 4pm on the last day of your rental. Items returned after 4pm are subject to an additional rental day.

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Can I pick-up at a UPS Store?

Yes you can, and there are over 4,200 of them! Select the UPS Store "Pick-up" option during checkout, then use the zip code search to select the most convenient store for you. Please note that you'll need to notify your chosen UPS Store ahead of your package's arrival to make sure they will accept your shipment. Also, because each UPS Store is independently owned and operated, they may charge a fee to accept your package, and you will be responsible for that fee upon pickup. Please contact the UPS Store to get an idea of when your package will be ready for pickup.

ups store
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How do I pick-up at a Hunt's Photo location?

It's super easy! Simply select the pick-up option, then select the Hunt's Photo location that's most convenient for you. We'll ship your order to that Hunt's location. The store will notify you via email when your order is ready, generally after 4pm. Returns are due before 3pm on the last day of your rental. Please note that there is a carrier fee associated with this shipping option.

Hunt's Photo

Returning Gear

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Can I use a UPS drop box to return my gear?

No. Our packages are too large to fit safely in the UPS drop boxes. Please don't try to use them!

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What is the cut-off time for returns?

This varies by UPS Store and is generally between 4-6pm. Please contact your preferred location to determine the right drop-off time to avoid additional rental days and/or late fees.

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What if I want to keep the gear longer (extend my rental)?

Simply login to the website and visit the “My Account” section of the site. In the Currently Renting section there is a button to extend your rental. Simply choose the date you’d like to keep the gear through. In rare cases, due to limited quantity or scheduling, some items may not be eligible for extension beyond the original rental date.

Gear Questions

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Is any software included with my rental for handling RAW files?

Software for the processing of RAW files is the sole responsibility of the renter. Please keep in mind that brand new cameras may not be supported immediately by your chosen software. Often times, support for the newest RAW files requires you to be up to date with the latest releases. This may require a paid upgrade to your software. Please keep this in mind when renting a newer camera than what you're currently shooting. For Adobe Lightroom and Photoshop users, don't forget about the free RAW to DNG converter software which is updated fairly regularly. This will allow you to convert camera specific RAW files to the open DNG standard which Lightroom will read. It can be found for Windows and Mac at the following link: http://help.adobe.com/photoshop/digital-negative.html

RAW, RAW Files, Lightroom, Aperture, photo mechanic, Photoshop, software
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What condition will the gear be in?

We strive to provide our customers with the best gear possible. It's our goal to never have our gear look or act like “rental” gear. Most items are only 6-18 months old.

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Do you include UV filters?

No, but we do offer them for rent should you prefer to have one. Why? With modern lens multi-coatings, the use of UV filters for protection is of somewhat limited value. The minor surface contact damage protection a filter would provide is equaled by the appropriate use use of a lens hood or cap. In terms of impact damage, we don’t use UV filters because they provide a false sense of security with today’s complex optics.

Damage or Loss Events

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What happens if my gear arrives but does not work?

Despite the use of Pelican cases, sometimes accidents can happen during shipping. In the event of damage upon arrival, please notify us immediately. The sooner you can communicate any issues, the more options we’ll have in sourcing replacement gear for you.

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What happens if I forget / lose a lens cap or other accessory?

When an order is received with items missing, we’ll charge the card on file for the replacement cost of the lost item. We’ll send you an email to notify you of the charge. If you are able to send the item back to us we will refund your card. Please keep in mind that some items are integral to the operation of an item and may prohibit future rentals until the accessory is returned. In this case, additional rental days may be assessed until the accessory is returned or can be replaced.

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What happens if I damage something during my rental?

Don’t worry, we won’t be mad, just let us know as soon as possible. We understand that accidents happen. When we receive a piece of gear that has been damaged, we will send you an email summarizing the damage based on our initial inspection. Any additional info you can provide about your experience is helpful and can be provided by replying to the initial damage email. Our team will then send the gear to be estimated & repaired. This process can take 1-4 weeks depending on the equipment. Once the item is repaired we will contact you with the cost and arrange payment. If you carry your own third party business insurance please note that we expect repair bills settled promptly by the responsible party. We will not work with your insurance company directly to settle claims.

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What happens if the gear is lost or stolen?

In both scenarios, you’d be responsible for the new replacement value of the item.

Protection Plan

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What is not covered by the protection plan?

Loss, theft, water, or sand / particulate damage.

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What does the protection plan cover?

The protection plan is designed to cover accidental damage during your rental.

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What is the deductible for the Protection Plan?

The deductible is based on 10% of the current new replacement cost of an item. For example, if you dropped a lens that cost $1800, and the repair cost $600, you’d only be responsible for 10% of the cost of the lens, being $180. If the repair cost ends up being less than the 10% figure, you will only be responsible for that amount.

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What if I have my own insurance?

That is great. Just be sure that you’re actually covered for rental equipment. Please understand that the nature of our business does not allow us to wait for insurance companies for payment. We will work directly with the renter to settle financial obligations immediately.