Equipment Rental FAQ

 

The Basic Details.

  • We're open Mon-Fri. Pick up between 9am-11am or 3pm-6pm. Returns due before 11am.

  • Pickups & Returns outside those time must be requested beforehand.

  • The BEST way to contact us is at - info@video.equipment - We monitor our email regularly.

  • Our phone number is 250-215-7766. Please TEXT ONLY After Hours. Any calls after hours may not get answered or returned until the next business day.

  • We DO NOT accept Drop-In Customers. Please contact us beforehand.

  • Bring your Driver’s License for identification & Credit Card for Security Deposit.

  • If providing an Insurance Certificate, please let us know beforehand.

  • As soon as the gear leaves our facility, you're financially responsible for all damage or loss of gear - our insurance does not cover you in any way.

What Is The Rental Process?

Request your gear and dates using our Online Checkout system, or Email us a list of the gear you’d like to rent. We will contact you ASAP to confirm your order and the availability of your requested gear. Please allow 24 hours for rental requests. Once confirmed, then your gear is booked!

At the time of pickup we will require you to fill out some paperwork, and place a refundable Deposit on a Credit Card for the value of the gear, or provide proof of equipment insurance. We offer our customers a $25 discount at Front Row Insurance for equipment insurance. Please view our Equipment Insurance page for more information.

After that, the gear is all yours! Go shoot, have fun!

How Do Prices Work?

Each consecutive day of your rental will result in a discount in the per day price of the gear.

We are also willing to add additional discounts to larger rental totals or for rentals with extended periods of time.

Payment is to be made immediately upon return of the gear. We prefer payment by E-transfer or Cash, but also accept Credit Card . Sorry no Cheques or Interac Debit.

When Can I Pickup The Gear?

On the day of your rental, you can grab your order between 9:00am-11:00am Mon-Fri.

Or if you need the gear earlier than 9:00am, you can organize a time to pickup the day before, anytime between 3:00-6:00pm, free of charge!

We will contact you a couple days beforehand with location address details and exact times for pickup.

We know our customers live busy lives, so we strive to be flexible with our hours, we don’t mind waiting around a bit later, or coming in a bit earlier to make sure you get your gear for your big shoot!

Either way, please arrange a time with us so we can have your rental ready for when you get here.

When Can I Return?

Rentals are due back by 11am on the return date, Mon-Fri.

If you can’t return until after 11am, don’t sweat it, just let us know well beforehand (not 15 mins before), so we can make other arrangements. Sometimes other customers are waiting to pickup the gear you are returning, so as much notice as possible is appreciated.

If you return the gear after the 11am deadline without notice, you may be charged for an extra days rental.

Do You Deliver?

Yes we can deliver or pickup your order anywhere in Kelowna or West Kelowna.

Prices start at $25 per trip, but vary depending on the location and amount of gear. Please inquire about this service with us beforehand.

Sorry, we so not ship our items by courier at this moment.

Do You Require a Deposit?

For all rentals, we require a Security Deposit as a hold on your credit card for the full value of the rented gear.

If you provide us a Certificate of Insurance we may ask for a $1000 hold or the full value of the gear, whichever is less.

Once the gear is returned and looked over (Please allow for max 48 hours), then we will release the hold, assuming everything is there and nothing is broken. You can also pay your Rental Fee from this hold as well.

Sometimes for big ticket items (such as cameras), we will also require a 100% Deposit on the Grand Total of the rental payment.

Also, we may ask for a Deposit on Rental requests made longer than 14 days in advance.

What Is Your Cancellation Policy?

When a Deposit for the Rental Total has been requested, if you give us a minimum 36 hour notice, then there is no charge!

For cancellations under 36 Hours, Same day cancellations, or if you fail to show up to grab your gear, we reserve the right to charge your credit card for the Rental Total.

Ooops, I Broke The Gear…

It’s okay, $hit happens! If something breaks, goes missing, or has taken a hit or fall (even if damage isn’t visible), please let us know ASAP. We won’t be mad, but we need you to be upfront. You’re not the first this has happened to, and you won’t be the last. Please tell us so we don’t have to find out ourselves (then we’ll be mad).

This is why we require a Credit Card hold or Proof of Equipment Insurance.

Ultimately, as soon as you leave the door with our gear, you are responsible for it. Any pieces, no matter how big or small, whether they break, get lost, or are stolen; need to be replaced in full or repaired. We may also require you to pay for missing rental time.

We will help you through this process and make it as easy and efficient as possible, but please take good care of our gear like it’s your own.

…But the Gear Was Broken When I Got It!

We pride ourselves on taking good care and maintenance of our gear and making sure it is in working order, and with all the pieces before it goes out.

If you find that something isn’t working correctly, or is missing a piece, please let us know ASAP! We will make arrangements to get you a new similar piece of gear, or deliver the missing piece.

When picking up your gear, please thoroughly go through everything. Make sure it’s all there, and in working order. We would be happy to assist you with this! We strive our best to avoid any problems for you, but sometimes things get overlooked.

In the end, it’s your shoot, and you are responsible for having the proper functioning gear while you’re on set.

Can I Test the Gear?

Yes absolutely! Please just schedule a time with us at least 1 day in advance for you to come in and do so.

Will You Show Me How To Use It?

We are more than happy to give you a quick rundown of how to operate the gear.

If you are looking for some intensive training, or to show you how to setup a complex piece of gear (such as a crane), we do have to charge you for our time. Please inquire with us beforehand if you are wanting this option. Youtube is also a great resource for gear operation and setup.

Can We Connect For a Coffee?

Sure! We love connecting with our customers and talking about gear and films and all things video! We love beer too… You buying?