Q: Where are you located?
A: We’re at 1126 Richter Street, Kelowna. If you cross Clement Ave. towards Knox Mountain, we’re beside Sandhill Winery. You’ll see our dark gray and bright green studio… We stick out like a sore thumb, you can’t miss us.
Q: When are you open?
A: We’re open M-F, 9:30am – 5:00pm. We can make special exceptions for after hours or weekend pickups/dropoffs.
Q: When can I pick up the gear?
A: You have two options here. You can pick up your gear the day of your shoot as early as 9:30am, or if you have an early morning shoot, you can arrange to pick up your gear the day before anytime after 3pm and before close, at no additional charge! Either way please confirm with us when you will be coming so we can have everything prepared, and you don’t catch us when we’re busy doing other things.
Q: When can I return the gear?
A: Gear is due back no later than 10:00am on the Return Date. If you are done with your gear earlier, then feel free to drop it off earlier during office hours.
Q: What if I can’t return the gear on time?
A: Please call us first with as much notice as possible (not 15 minutes beforehand). We understand that things don’t always line up perfectly, and we try to be as flexible as we can for our clients, but we need advance notice. If you are late and don’t give notice, we will charge you an extra 1/2 day’s rental, and then a Full Day’s Rental for each subsequent day, until the gear is returned.
Q: Can I Pick up or Return gear after hours or on weekends?
A: To return gear, Yes! To pickup gear, we charge a $30 fee on top of the rental fee. Either way, please arrange a time with us to do so beforehand. Generally we’re closed Sat-Sun, so if you show up the door will be locked and nobody will be there.
Q: What if my shoot is on a weekend?
A: If your shoot lands on a weekend, come pick up the gear on Friday after 3pm, and drop off the gear Monday before 10:00am (Unless arranged previously to dropoff during the weekend).
Q: What if I don’t show up to grab the gear I booked?
A: If you paid a Deposit, it won’t be returned. We’ll also take note of your name and be wary next time you come to rent gear. It’s better to stay on our good side.
Q: How do your Rental Prices Work?
A: The first day we charge out at the Full Day’s Rate that you see on the site. For additional days, we charge at a 1/2 Day’s Rate. Basically a 3-Day Rental is charged as if it were 2 full days and a 7-day Rental is charged like it were 3.5 Days, and so on… Make sense?
Q: I want to rent and return gear on the same day. Can I get a deal?
A: Sure! If it’s out and back into our office within 4 hours, we’ll give you 25% off!
Q: What is your Cancellation Policy?
A: For Clients who are booking gear longer than 7 days in advance, we may ask for a 50% Deposit on the Gear Rental Fee. If you decide to cancel your rental within 72 Hours of the Rental, we will keep 50% of that deposit and return the other 50% to you. If you cancel within 24 hours of your rental, we will keep 100% of the Deposit. The reason for this is because by booking the gear out for you, we are saying no to other potential customers, and therefore losing potential income.
Q: What do I Need to Bring to Rent Your Gear?
A: Please bring a valid Canadian Driver’s License or Passport, as well as a Credit Card with enough free space to cover the value of the gear (We will let you know how much that is beforehand). We put a hold on your Credit Card for the full amount of the value of the gear. It’s kinda like starting a tab at the bar. When you bring the gear back in good working order, we remove the hold.
Q: What if I Don’t Have a Credit Card or Enough Free Space on One?
A: You’ll need to bring somebody who does have a Credit Card. No Credit Card, No Rental! They will also need their Driver’s License and to sign our Rental Agreement. Sorry we can’t process Credit Cards if the person whose card it is, is not present. If you still can’t find someone, then the only other option is below.
Q: Can’t I just get Insurance for the Gear Instead?
A: Absolutely! If you’re unable to provide us with a Credit Card, you can purchase Replacement Insurance for the full value of the gear, naming us, The Film Factory New Media Creative House Inc., at 1126 Richter Street, Kelowna, BC, V1Y 2K7, as the loss payee. You will need to show us this proof of insurance before you take the gear out with you.
Q: Arrrghh! Why do you make it so hard to Rent?
A: It’s not hard at all, we’re just covering all our bases. We take all the risk by purchasing the gear, and then giving it to you to use. If you lose it, break it, or steal it, we need some way to recoup our losses. No offence, it’s just business.
Q: Aren’t you insured?
A: Yes we are, as long as the gear stays in our possession. Once you rent it from us, and leave the studio, the gear is now 100% your responsibility.
Q: What happens if I lose, break, or steal gear?
A: If you lose it, you buy it. If you break it, you pay for the repair, plus you rent it for the amount of time it takes to get it back into working order. If you steal it (or refuse to return it), we call our friends at the Kelowna Police Department. Their building is right next door to ours, and we have a good relationship with them. We also have lawyer friends, and we will make sure that we get the full value of our stolen gear back. Trust us though, we don’t want it to come to any of this, so if something bad happens to the gear, just be upfront with us.
Q: What happens if a piece of gear is broken, or has missing parts when I rent it?
A: Let us know ASAP! When at our studio, it is your responsibility to inspect the gear and make sure it is up to your standards. We regularly check and maintain our gear, but every once in awhile something may go unnoticed. You have 24 hours after signing the rental agreement to inform us of any damage or missing parts. After 24 hours, it will be presumed that the rented gear is acceptable and in working order, and you could be required to repair or replace the gear at your expense.
Q: What happens if I damage a piece of gear, return it, but don’t tell you?
A: First of all, shame on you. Secondly if we find the damage within 5 business days of the return of the equipment, we will contact you for an explanation, as well as payment for repair/replacement of the gear.
Q: What Payment Methods do you Accept?
A: Cash, E-transfer, VISA, MasterCard & Debit. No PayPal, No Cheques. Generally most people pay with the Credit Card they use for the hold, but if you’d like to pay another way, just let us know.
Q: Can I get a Deal?
A: Maybe. Depends how much gear you’re planning on renting and for how long. We do give a 1/2 Day deal on all additional days after Day 1 already. Also the more times you rent gear from us, the more willing we’ll be to help you out as a returning customer.
Q: Will you sponsor my Film or Web Video with free gear? I swear, this project is gonna be huge and everyone will see your logo!
A: NO! But we do sponsor local film festivals with gear and studio prizes from time to time. If you win one of those sponsorships, we’ll be happy to rent you free gear.
Q: I don’t have a budget. Can I defer payment to you until after my project makes money?
A: NO! We understand the excitement of your project, but we’ve heard that way too many times, and have never received any deferred money.
Q: I don’t have a vehicle, or a particular piece of gear is too big for my little car. Can you Deliver?
A: Sure, we’d be more than happy to get your gear to where it needs to be! We generally charge a $40 Delivery/Pick up Fee within Kelowna, but depending on the amount of gear rented and where it needs to go, prices may vary. Please ask us about this beforehand.
Q: Will you ship gear to X location?
A: Sorry, we do not ship our rental gear outside of Kelowna. Studio pickup or local delivery only.
Q: Can I come check out the gear before renting it?
A: Sure as long as you make an appointment with us beforehand, and the gear is available at that time, we don’t mind you quickly giving the gear a go-over.
Q: Will you give me a tutorial of a specific piece of gear?
A: With some gear, we will give you a quick little run-down for free. Other gear that is more in-depth or skill based, we charge $40 for a 15-30 minute tutorial. Please inquire with us beforehand if you need us to help you with this.
Q: I see you guys do aerial. Will you rent me your drone?
A: Sorry, due to insurance reasons, and the required skill it takes to operate, the drone is not for rent… But we’d be more than happy to come fly it for your production!
Q: I keep seeing this symbol under certain gear, What does it mean?: A: This symbol means that this particular piece of gear belongs to the non-profit group, The Okanagan Society of Independent Filmmaking (OSIF). Their gear lives at The Film Factory, and we rent it out on their behalf. OSIF “Pro” Members receive a 50% Discount on all OSIF gear. If you are interested in joining OSIF please visit www.osif.org/join-donate.