Equipment Rental FAQ
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The Rental Process
- Email the complete list of production gear you need to: firstname.lastname@example.org
- Please include the Date and Time you would like to pick up the gear as well as the Date you would like to return it. We generally need a minimum of 48 hours notice for your rental, but exceptions can always be made.
- We will confirm with you promptly, via e-mail, that the gear is available for your requested times.
- We will also confirm with you the Gear Rental Fee.
- At this point, we may (or may not) request a Deposit of 50% of the Gear Rental Fee, by Credit Card or E-transfer. This is in case of last minute cancellation.
- Gear pickups are by appointment only. No Drop-ins.
- Please bring your valid Canadian Driver’s License or Passport, and a Credit Card with enough space for the value of the rented gear on it. If you don’t have these, you will need to bring someone who does.
- Sign our Rental Agreement, Prepay, Get your gear, and Go Shoot!
- Your gear is due back by no later than 11:00 am on the Date of Return unless otherwise agreed upon. Late fees will be charged if the gear is not back in time.
- If you need an extension of the Return Time, please phone us with as much advance notice as possible. Other people may be wanting to rent the same piece of gear that day, and they won’t be happy if you don’t bring it back for them.
- Once the gear is returned and checked over we will take the hold off your Credit Card and charge you the remainder of the Gear Rental Fee.
- Please make sure all pieces of rented gear are returned in good condition. You are responsible to replace all lost or damaged pieces of gear no matter how big or small or cheap or expensive.
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 grey and bright green studio… We stick out like a sore thumb, you can’t miss us.
Q: When are you open?
A: We are by appointment only. Please make arrangements ahead of time by sending us an email to email@example.com to arrange a time to pickup or drop off the gear.
Q: When can I pick up the gear?
A: Gear can be picked up at the time arranged, or if you have an early morning shoot, you can arrange to pick up the gear the day before your shoot.
Q: When can I return the gear?
A: Gear is due back no later than 11:00 am on the return date. If you are done with your gear earlier, you can email us and arrange a time to drop off the gear.
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: We are closed on the weekends. If you shoot falls on a weekend please let us know and we will arrange a pickup and drop-off time when we are open. If we are closed please contact us to arrange a time to drop off the gear.
Q: What if my shoot is on a weekend?
A: Contact us via email and we can make arrangements for pickup and drop-off times.
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 may choose to not rent to you in the future.
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.
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 or other form of ID. We may put a hold on your Credit Card for the full amount of the value of the gear. 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: 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. 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. If we find out the gear is damaged or missing , 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: If we find the damaged gear, 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: We do give a 1/2 Day deal on all additional days after Day 1 already. If you are looking to rent a large amount of gear or many days please contact us and we may put together a package deal.
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 locals with gear and studio prizes from time to time. If you win one of those sponsorships or prizes, we’ll be happy to honor them.
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 $45 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 on 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.