Table of Contents
- The Rental Process
- The Stuff
- Rental Period
- Rental Agreement
- Other Questions
1. The Rental Process
How does it work?
It’s pretty easy. Here’s a nifty diagram. You pick which items you want, when you want them to arrive, and how long you want to keep them. After you check out, we make sure you are who you say you are, and then we ship you the equipment. When your rental is over, simply attach the pre-paid return shipping label to the box we sent the gear to you in, and drop it off at the nearest UPS / Fedex center or schedule a pickup. Once we receive the equipment in working order we’ll clear any deposits and you’re done!
Can I make a reservation for a specific item?
Of course! We take reservations up to 12 months in advance; simply select the appropriate arrival date when you check-out. Please note that while we very rarely have any problems with UPS / FedEx, they do sometimes misroute packages, get held up by weather, etc. If you absolutely need something by a specific date, please arrange your order so that it arrives at least a day or two before you need it in case anything goes awry.
Can I rent items for different lengths of time?
Right now our system will only allow orders to have one length. In order to rent equipment for different durations you’ll need to place multiple orders.
Do I need to be approved to rent from you?
Yes. The first time you setup an account with us we’ll ask a series of questions to validate your identity and make sure that you are who you say you are. This will also happen any time you add a new shipping address, to protect both you and us from identity thieves. If we have any questions we’ll give you a call or write an e-mail asking for clarification. If all else fails, we may ask for a credit card hold or deposit, but this is uncommon.
Can I cancel my reservation?
In short, it depends. If your order is:
- More than 24 hours prior to shipment: you can cancel without penalty by e-mailing firstname.lastname@example.org
- Within 24 hours of shipping, and your order has NOT shipped: you may cancel with a charge of days rental charge by e-mailing email@example.com
- Shipped, but not delivered: you may cancel with a cancellation fee equal to (shipping cost + 1 days rental charge + damage waiver charge) by e-mailing firstname.lastname@example.org
- Delivered: you cannot cancel your order.
2. The Stuff
What’s included in my rental?
Each product listing has a list of which items are included in the rental. Generally, lenses come with lens hoods and a UV filter, bodies come with a battery, strap, and
What is the condition of your gear?
All of our equipment is tested regularly and functions correctly. There may be cosmetic blemishes on the exterior of an item. We maintain our gear as if we were using it ourselves, and would never send you an item that doesn’t provide the performance you expect.
3. Rental Period
When does my rental start?
Your rental begins the day your gear arrives, or the first day FedEx attempts delivery, whichever is first.
What forms of payment do you accept?
We accept traditional credit and debit cards with a US based billing address, including Visa, MasterCard, American Express and Discover. We do not accept pre-paid cards, international credit cards, or gift cards.
Do you require a deposit?
In most cases we do not. However, if it’s your first time renting and we cannot adequately verify your identity, or you’re renting very expensive equipment, we may require either a deposit or proof of insurance.
Do I need insurance?
For certain expensive items, we will either require proof of 3rd party insurance or a deposit on file.
When will I be charged?
Orders scheduled to ship within a week will be charged immediately, and orders scheduled more than one week in advance will be charged one week prior to shipment.
Why do you charge sales tax?
We really wish we didn’t have to, not only does it cost you more, but it’s a huge pain in for us as well.
Do you charge late fees?
Yes, items returned late will be charged a late fee equal to 25% of the weekly rental rate for each day beyond the original rental. If you wish to extend your rental and avoid the late fee you can contact us at email@example.com
and we can usually extend your rental.
Which shipping carriers do you offer?
When will my gear be shipped?
We will ship your gear so that it arrives the day you requested. The actual shipping day depends on your location relative to our warehouse, as well as order date, and other factors.
Where do you ship?
We ship to all 50 states. Please note that shipments to Hawaii and Alaska generally take one day longer, so “Overnight” shipments take 2 days, and “Standard / 2-Day” shipments take 3 days. We also cannot ship to PO Boxes, or mail forwarding services. We can, however, ship to a FedEx location to “Hold for Pick-up.”
When will FedEx deliver my package?
FedEx delivers the vast majority of packages by 5 PM, but sometimes it can be as late as 7 or 8 PM. If you need your package by a specific time consider having it delivered the day before, or ordering overnight shipping.
Do you require a signature?
Yes, signatures are required on all package deliveries.
Do you offer pickup?
We do, please select “Pickup in Philadelphia, PA” at check-out and we’ll coordinate a time with you to pick-up and drop off your gear.
Do you ship to hotels?
We can ship to hotels with some additional verifications and a full deposit.
FedEx is late, what do I do?!
FedEx’s on-time rate is well over 99%, so in the vast majority of cases this won’t be a problem. However, in the small portion of cases where FedEx does miss the delivery date, please contact us at firstname.lastname@example.org
and we will issue you a store credit for the amount of the outgoing shipping and any rental days you lost, AND extend your rental to compensate.
Can I reroute my package after it has been shipped?
Maybe. We will need to conduct some additional verification, and there may be additional fees if FedEx charges any, please contact email@example.com
and we will work with you to the best of our ability to meet your needs.
Where should I return the equipment?
Any FedEx Authorized ShipCenter. We recommend you get a shipping receipt just in case FedEx messes something up. If you have a daily FedEx pickup you can use that as well. If you need to schedule a pickup, there may be an extra charge.
Can I use a drop-box?
FedEx’s service of drop boxes tends to be unreliable, and often our pelican cases cannot fit through the drop box chute. Drop boxes are not recommended for returns.
What about HI/AK?
We love you guys, but you're far away, and it's really really expensive to ship stuff to you. As a result, we don't offer free shipping to HI or AK, and 2-day and over-night shipping requires a surcharge.
6. Rental Agreement
What are your rental terms?
You can view our rental agreement here
Do you offer a damage waiver?
We’re working on building the functionality to do this right now. In the mean-time, if you’d like to purchase a damage waiver please e-mail us at firstname.lastname@example.org
and we can provide details
What does Resolution Rentals consider damage?
Anything that goes beyond minor cosmetic blemishes, or anything that affects the functionality of the equipment. For example, a bent filter ring is considered damage, while a minor scratch on a lens barrel is not.
What happens if I damage some gear, and I’ve purchased the damage waiver?
to see the damage waiver information page.
What happens if I damage some gear, and I don’t have a damage waiver?
We understand sometimes things happen, and we aim to make the process as painless as possible. First, please return the rental to us and we’ll assess the level of damage. We’ll ship the equipment out for repair immediately and then bill you once we have received a bill from the repair center. Upon completion of the repair you will be billed for any costs to repair the item, as well as “loss of use” fees for each day the item was unable to be rented because it was out for repair, up to the weekly rental charge.
What if the gear is damaged in transit?
While we won’t say this is impossible, it’s very unlikely. We ship our fragile equipment in Pelican cases, and these are the same cases the military uses to ship its fragile equipment around war zones. In the rare circumstance your equipment is damaged, please contact us within 5 hours of delivery at email@example.com
with photographs of the damage and we will work with you to get you replacement gear as quickly as possible. We want to ensure your happiness, if we can’t ship you an item in time due to supply or transit limitations, we’ll even go so far as to rent from our competitors to get you an item as quickly as possible.
8. Other Questions
What’s your favorite ice cream flavor?
Our team really loves Salty Caramel Chocolate from Shakeshack.