Frequently Asked Questions
Questions about the rental process
How does it work?
The short version is this: Rent, shoot, return. You choose what you want and how long you want it, and we ship it to you on the date specified with a return label inside the box. When your rental is up you put the lens back in the box it came in, affix the return label and drop it off at FedEx. Once we receive the equipment we inspect it and assuming there's no damage your rental is complete. Wasn't that easy?
Can I reserve a rental item?
Yes, we take reservations for any item, for any duration of rental. Simply place the order for the rental item(s) and when you checkout enter the date you wish to receive the equipment into the calendar application we have created. Once the order goes through and you get an email confirmation from us, meaning the gear is reserved for your rental. If any situation comes up that jeopardizes your reservation, we will contact you ASAP.
IMPORTANT NOTE: When reserving an item for a particular date that is a hard deadline (say a wedding shoot, leaving for vacation, birthday celebration, etc.), please pay special attention to the shipping options. While FedEx almost always delivers packages on time, some packages do not arrive on time due to unforseen circumstances. Unfortunately, when shipping things across the US, we cannot guarantee a delivery date with 100% certainty. Thus, if you do have a hard deadline for the arrival of the rental and it's critical that you receive it by that date, please give yourself a buffer by requesting the item to arrive 2-3 days before the day you actually need it.
Fed Ex is usually extremely accurate, but we would hate for you to be left without gear for a wedding shoot, birthday party, sports competition, etc. Please give yourself a buffer if the shoot date is unchangeable and very important!
Can I place an order for an item that is out of stock?
Yes, you can place an order for an "out of stock" item, either for reservation or immediate shipment when the rental item becomes available. You should be able to tell when an item will be available by the "Expected xxx Date" message. When placing an order, please indicate the date you would like the rental item shipped to you via the calendar application on the checkout page.
What does "Expected xxx Date" message mean?
This means that all of our copies of the rental item are currently being used by other customers, but as long as they come back on time and in good condition (which is typical), we can have them shipped out on or before the expected date of return.
Can I place orders for items with different rental durations?
We like to avoid that since that will create more than one box, more than one date to keep track of, increase shipping rates, and all other sorts of confusion. Thus, if you want two items for two different rental periods, please place two different orders.
When does my rental period begin?
The rental period starts the day the package carrier delivers or attempts to deliver your package for the first time. For example, if FedEx delivers your rental on Friday, your rental period begins on that Friday. If you miss the delivery and receive the rental the next day, you are on day two of the rental so please pay close attention to the Fed Ex tracking numbers that you receive from us in order to avoid this situation.
When does my rental period end?
The rental period ends 3 days, or 1, 2, 3 or 4 weeks after day one of your rental period, depending on your order. Using the above example, if your rental period begins on a Friday, your package must be post-marked by the following Friday. If the carrier delivers your rental on Saturday, you will need to have Fed Ex pick it up, or drop it off at a nearby Fed Ex, the following Saturday. The paperwork you receive with your rental will note the return date, and we'll also email you one day before your rental is due back to remind you of this fact.
What comes with a lens rental?
We try to ship each lens with all the accessories it came with brand new. Each lens will arrive with front and rear caps. Many bigger lenses will have an accompanying padded case. The lenses that come with lens hoods from the factory will have one as well. Most lenses (except for fisheyes and most super telephoto) will come with protective UV filters. Everything you receive must be returned with the equipment when the rental period ends.
What comes with a camera rental?
We will ship all camera bodies with a body cap, a camera strap, a charger, and a battery. Extra batteries and CF cards are available for rent. Please note that cameras do not come with any lenses and you must rent a lens if you want to shoot with the SLR you rented. Also, we will make every effort to ensure the battery inside the camera is chared to 100% but there are times when we are unable to do this due to time constraints. If a fully-charged battery is important to you, we ask that you simply put it in the order notes and we will make sure the battery is charged for your rental.
Does all equipment come with manuals?
We have manuals for most of the equipment that we carry. However, we notice that when we send manuals out with every order, they only come back 50% of the time. So if you need a manual, please explicitly request one in the notes on your order and we'll include it.
May I extend my rental?
The short answer is... maybe. Please contact us before your rental period expires if you wish to extend. If there are no other customers waiting in line for your item, we will be happy to extend your rental. However, if somebody else has already placed an order for your item and is awaiting its return, we will need you to return the item in order to fulfill the next order.
Please note that in terms of billing the extensions are treated as if they were new orders - this is due to the overhead of handling new transactions (accounting, scheduling, inventory control, etc). Thus, if you think you may want the lens for a longer period of time up front, please do so. The rate will be less expensive for a 2 week rental than it would be for two 1-week rentals.
Can I charge an extension to a different credit card than the one I placed the order with?
Yes, but it creates a lot of paperwork for us, so we charge a $15 convienience fee in order to do so.
Do you offer custom rental periods?
Yes. If the generic 3 day or 1, 2, 3 or 4 week increments do not work for you, please contact us or simply enter the dates you need the gear into the order notes and we'll do our best to accomodate your n eeds.
Can I take the rental outside the US?
As long as you take care of the equipment, we have no policy against taking it abroad. However, please keep your rental receipt with you while travelling so that customs knows you did not purchase the items abroad as they might want you to pay a tax on them.
What if I wish to rent something you do not currently offer?
We are constantly striving to provide you with the most complete and extensive inventory in the business. Please contact us and let us know what you need. If we get enough feedback about a certain item or category of items, we will definitely consider adding them to our inventory.
My rental ends on Sunday -- what do I do?
If you're rental ends on Sunday you can return the item to us on the following day, which is a Monday. Our system is designed to ignore Sundays, so our records will indicate that its being shipped/returned on Monday already.
BILLING
Do you charge a deposit?
Some rental stores will charge you a deposit for the equipment you rent. For example, a Canon 70-200 L IS would require an $1,800 deposit. This is not how we operate, and at this point, we do not see a need to charge a deposit for the items you rent. Please help us maintain this policy.
When is my credit card charged?
As soon as you place the order, an authorization hold in the amount of the order total is automatically placed on your credit card. This doesn't withdraw funds from your card, but merely holds them. We will actually charge the credit card the day your order ships.
IMPORTANT NOTE: This process works differently for debit cards - please see next question for details.
I thought you said you only charge the card when my order is shipped. Why do I see a charge immediately after placing the order?
You must be using a debit card. Debit cards work differently than credit cards. When an authorization hold is placed on a debit card, the system actually withdraws the money needed for the hold and places it in a special intermediate account, but it is not transferred to us. Once the order is shipped, we "capture" your debit card and only then are the funds transferred from the intermediate account into ours. Kind of makes you want to use a credit card, doesn't it?
Do you charge taxes?
Yes, if your order is shipped to or picked up in the state of California sales tax is applied.
Do you charge late fees?
Unfortunately, yes.
We determine if you owe a late fee based on the time stamp of the return shipment. The late fee is 1/4 of one week's rental fee per day late. The fee is easily avoided by extending your rental period.
What is the cancellation procedure?
If you must cancel the order, please contact us. Note that a cancellation fee may apply.
Do you charge a cancellation fee?
If your rental is for 1 week or longer and you cancel prior to the 7 day mark for shipping or picking up an item, there's no cancellation fee. However, if you cancel within the 7 day pick-up/ship window, there is a charge of a 3 Day Rental for the same rental item(s). For example, say you requested to have an item delivered on April 15th. In order to get the item out to you on time, we will have to ship on April 13th. Thus, you have until April 6th to cancel your reservation and not incur any cancellation charges. There is also a $25 charge if you cancel an order for a 3 day rental. Unfortunately we must have this policy to recoup some of the lost revenue of keeping the items on hold for you.
Do you refund if I return the camera equipment early?
We will issue you a refund if you return the gear at least a week earlier than expected. So for example, if you have a 3 week order and we get the equipment back 12 days after you rent it, you are due a refund of 9 days. Orders that are returned within a week of the due date or 3-7 day orders are not eligible for refunds. This is due to the fact that we are usually not able to rent out these items again on short notice and need to recoup our lost revenue caused by the early return.
Is there anything else I need to know or consider?
Please note that if you order very expensive items and are a first time customer, we will ask you to provide additional information regarding your identity, addressess for shipping and other details.
SAN FRANCISCO BAY AREA PICK-UP
Can I pick up the rental items in person?
Yes, if you are in the San Francisco Bay Area. This is a good option to save yourself shipping costs and be able to get your items more quickly. For local pick-ups you have four options: San Carlos (no surcharge), San Jose, Oakland or San Francisco ($15 surcharge to cover fuel/delivery/personnel costs). Please read below for details.
How do I place an order for local pick-up?
Please place the order through our website like you normally would. In the "Shipping Option" section, please select "Local Pick-up in San Carlos, Local Pick-up in San Jose, Local Pick-up in Oakland, or Local Pick-up in San Francisco" depending on what's more convenient for you. Please note that you can't pick-up in one place and drop off at another since your paperwork will be either in San Carlos, San Jose, or San Francisco.
What will I need on the day of my pick-up?
The person who places the order needs to be the one who picks it up and we cannot release rentals to friends, family members, etc., unless there are extenuating circumstances. Additionally, you will need to provide a state-issued picture ID and the credit card used during the ordering process to pick up the rental.
Where can I pick up my rental?
Please see below for the options available. All options after our main office are simple distribution centers with no access to billing, other lenses, etc. Please contact us directly with any questions regarding your rental.
Can I pick up my rental at a drop-off location, and then ship it back via Fed Ex or UPS?
Sure, as long as you do not mind footing the bill and the equipment arrives back on the same day that it is due. However, if your drop off day is a Friday, and you drop it off at Fed Ex instead of your designated location on Friday, we will charge you an extension fee for the days beyond the rental period that the equipment is in transit and not available. We also ask that you send us the tracking info if you do this so we can adjust the rental calendar for the items in the order.
IMPORTANT NOTE: Before coming to pick up your rentals at any of these locations, please place an order through BorrowLenses.com first and we'll e-mail you as soon as the items are available for pick-up.
Option #1 (Headquarters): San Carlos, CA. No surcharge. Rentals are available same day.
BorrowLenses.com Office
Phone: (650) 508-3370
1664 Industrial Road
San Carlos, CA 94070
Map to BorrowLenses.com Office
Hours:
Monday to Friday: 10am - 6pm
Saturday: 10am - 4pm
Sunday: Closed
Option #2: San Francisco, CA. $15 surcharge. Rentals will be available next business day.
RayKo Photo Center
Phone: 415-495-3737 (please call BorrowLenses.com at 650-401-3639 for any order questions, extensions, etc.)
428 3rd St
San Francisco, CA 94107
Map to RayKo Photo Center
Hours:
Tuesday to Thursday: 10am - 10pm
Friday to Sunday: 10am - 8pm
Monday: Closed
Note: The courier only delivers to RayKo Photo Center Tuesday through Saturday by 2pm for your pick-up date.
Option #3: San Francisco, CA. $15 surcharge. Rentals will be available next business day.
Action Camera
Phone: 415-564-0699 (please call BorrowLenses.com at 650-401-3639 for any order questions, extensions, etc.)
1605 Taraval St.
San Francisco, CA 94116
Map to Action Camera
Hours:
Monday: Closed
Tuesday to Friday: 11am - 7pm
Saturday: 10am - 6pm
Sunday: Closed
Option #4: San Jose, CA. $15 surcharge. Rentals will be available next business day.
Foto Express
Phone: 408-971-3977 (please call BorrowLenses.com at 650-401-3639 for any order questions, extensions, etc.)
304 E. Santa Clara St.
Suite C
San Jose, CA 95113
Map to Foto Express
Hours:
Monday to Friday: 9am - 6pm
Saturday: 10am - 4pm
Sunday: Closed
Option #5: Oakland, CA. $15 courier fee. Rentals will be available next business day.
Sarber's Cameras
Phone: 510-339-8545 (please call BorrowLenses.com at 650-401-3639 for any order questions, extensions, etc.)
1958 Mountain Blvd.
Oakland, CA 94611
Map to Sarber's Cameras
Hours:
Monday to Saturday: 9am - 6pm
Sunday: 11am - 4pm
Note: The courier only delivers to Sarber's Tuesday through Friday by 2pm for your pick-up date.
Option #6: Santa Rosa, CA. $15 courier fee. Rentals will be available next business day after 3pm.
Jeremiah's Photo Corner
Phone: (707) 544-4800 (please call BorrowLenses.com at 650-508-3370 for any order questions, extensions, etc.)
441 Sebastopol Avenue (@ South A St)
Santa Rosa, CA 95401
Map to Jeremiah's Photo Corner
Hours:
Tuesday to Friday: 10am - 6pm
Saturday: 10am - 5pm
Sunday/Monday: Closed
Note: The courier only delivers to Jeremiah's Tuesday through Friday by 2pm for your pick-up date.
Option #7: Berkeley, CA. $15 courier fee. Rentals will be available next business day after 3pm.
Sarber's Camera
Phone: (510) 526-0775 (please call BorrowLenses.com at 650-508-3370 for any order questions, extensions, etc.)
1749 Solano Avenue
Berkeley, CA 94707
Map to Sarber's Camera
Hours:
Monday to Saturday: 10am - 6pm
Sunday: 11am - 5PM
Note: The courier only delivers to Sarber's Tuesday through Friday by 3pm for your pick-up date. Weekend orders must be placed by Thursday (delivered on Friday) as there is no courier going to this location on Saturday.
SHIPPING
Which shipping carrier do you use?
We ship packages via FedEx 2nd Day, FedEx Overnight or FedEx Ground. The packages that are within a 2 day delivery window for FedEx Ground will be shipped via FedEx Ground and the rest via FedEx Air. A tip for San Francisco Bay Area customers: FedEx Home/Ground packages get delivered overnight.
Is signature required?
Yes, a signature is required on all packages.
Where do you ship to?
We are proud to offer shipping within the whole Unites States (all 50 of them). While we would love to help our Canadian neighbors to the north, we have heard enough horror stories about shipments being stuck in customs for weeks at a time to not offer that option for now. However, our friends at LensLenders.com do service the country up north exclusively.
Do you ship to PO Boxes?
We've had so much trouble with the United States Postal Service that we no longer ship to PO Boxes or any other address that requires USPS service only.
Do you ship to hotels?
No we do not. Hotels usually do not take responsibility for lost or missing packages and our multi-thousand dollar shipments don't mix well with that policy :) However, you can still ship to a location away from home since FedEx allows you to ship to their facility and hold their package there using a service called "Hold at Location." You can find a list of FedEx centers that allow the "Hold at Location" service here.
What are your shipping rates?
Please note that our rentals do not include the shipping rates. The shipping amount for each order will be displayed upon check-out. Our rates do include both the cost for shipping the package to you and your shipping it back to us. If you are ordering two small items, we may be able to combine shipping. In such a case, your credit card will not be charged for the additional shipping charges, and you will receive a new invoice by email.
How fast do you process the orders?
We make every effort to ship orders within 24 hours and are 99 % successful at it. If you require a same day rush order and you place the order after 2pm PST, please make sure to indicate that you want it shipped out same day and we will try to accommodate you.
How soon should I expect the delivery?
All orders will be scheduled to be delivered 1 or 2 days after the ship date based on your shipping selection. If you are in Hawaii or Alaska and are outside of major metropolitan areas (think Honolulu or Anchorage), the minimum delivery time is usually 3 days, so please plan accordingly and request the items a few days ahead of schedule.
Do you offer overnight shipping?
When you absolutely, positively need to get a rental item as soon as humanly possible, you shouldn't worry. If you order overnight shipping, we will make every possible effort to have FedEx deliver the package by the next business day. Placing your order before 2 pm PST will help us get your order out on time.
Also, please be aware that FedEx offers 3 Overnight services: Standard, Priority and First. When you pay for "1 day" service, you are paying for standard service that is guaranteed by FedEx to arrive by 4:30 pm the next day. Priority Overnight gets there by 10:30am and First Overnight by 8:30am. If you need any of these services, please indicate that in the order notes and note that additional charges (usually hefty especially for First Overnight) will apply.
RETURNS
How do I return the rental items to you?
You will receive detailed instructions with your package, but essentially you just put everything back in the box it came in and attach the prepaid return shipping label that came with your order to the box. You then take it to the nearest Fed Ex/Kinkos and hand it to them, and they ship it back to us. A copy of the instructions can also be found here. If you still have questions, please feel free to contact us.
Can I return my order by dropping it in a Fed Ex drop-box?
Technically yes you can, but you will amost always incur a late fee as Fed Ex does not pick-up from them on a timely schedule (based on our experience over the years). Since Fed Ex comes late, your order will be late, and you will have to pay a late fee. To avoid this, take your package to any Fed Ex/Kinkos location and do no use a curb-side drop-box.
INSURANCE
What is insurance?
Insurance purchased through BorrowLenses.com gives you peace of mind and protects you from liability for unintentional damage to the rental item after paying a deductible. If no insurance is purchased, you will be responsible for the full cost to repair damage to the equipment. If you do purchase insurance and an item is damaged, you only pay a deductible of 12% of the value of an item in similar condition to the item rented and the rest is paid by us.
How do I purchase insurance?
Most items we rent have an insurance purchase selection option below the rental period radio buttons. The "Yes" option indicates how much insurance will cost for a particular item. If you forget to add insurance to your order during checkout, please contact us and we can add it to your order if it has not yet shipped.
What is covered by the insurance?
Most unintentional damage to the item is covered under this optional insurance policy. Lost or stolen items are not covered, neither is water damage. However, your renter's, homeowner's, or photographer's insurance policies might cover this situation - please check with your insurance agent.
DAMAGE
Is the equipment in good working order when it arrives?
Prior to shipping your order, we verify functionality of each rental item. We will not send you a malfunctioning piece of gear! We perform visual inspection and if we notice any functional defects, the equipment will be sent to the repair shop instead of you. This is in addition to the checks and tests we run on gear when it is first returned from a rental. We will do our best to notify you of any issues in a timely manner and provide you with the opportunity to modify your order in case we get inoperable equipment back from a previous shipment.
What if the rental item becomes damaged in transit?
There is very little chance of this happening. We pack the equipment in special packaging material to guarantee its safety and have very rarely had problems with service from FedEx. However, if you notice that your package arrives in really bad shape, you must notify us within 3 hours of receiving it and provide pictures of the condition of the box. We know that receiving broken equipment is a huge inconvenience and we will work with you on sending you replacement gear and working within your schedule. Please note that if we send you replacement equipment and the original equipment turns out to be functioning as expected, we will charge you rental fees for both rentals (we have, unfortunately, had to learn from experience on this one). Don't hesitate to contact us if you think something is amiss!
What if I damage the equipment and don't buy the insurance?
We understand that accidents happen. Please contact us immediately, then relax and take a deep breath. Return the rental to us as soon as possible and we will evaluate the damage. In case the damage really exists and it's not operator error, we will estimate the repair charges (based on our previous repairs), place a temporary authorization hold on your credit card for that amount and send the rental off to the original manufacturer for repairs. We will charge you exactly what the repair shop charges us, and can provide you with a copy of the receipt at your request. You will also be responsible for the lost revenue during the time the rental item is being repaired. If it takes Nikon or Canon two weeks to repair the lens, you will be charged for a two week rental. However, we do send damaged items back on a "rush" basis to minimize the cost to you.
What if I damage the equipment and buy the insurance?
Again, please contact us immediately and return the equipment ASAP. We will make sure the equipment is damaged and if so, will charge you the deductible for each damaged item. We will e-mail you regarding the charges and the matter will be closed.
What do you consider damage?
Minor scratches to the lens barrel and hood are considered the results of ordinary wear and tear and will not result in damage assessments. Scratches to the glass, damage to the coupling or any other part that affects the lens' performance will be considered damage.
MEMBERSHIP PROGRAM
What is the BorrowLenses.com membership program?
Our membership program allows us to say thank you to all of our current and future frequent BorrowLenses.com customers. If you rent a lot of equipment or have lots of changes in your shooting plans, this program is for you!
What are the benefits offered with member accounts?
As a BorrowLenses.com member, you are entitled to the following benefits:
- Automatic 10% off on all rental orders placed and shipped during the membership period. This will be applied automatically to your order at the time of checkout. To get the discount make sure to log into the account you purchased the membership with.
- An increased level of rental item availability. If something is not available, all possible efforts will be made to ship the order to you, up to and including drop shipping a lens or camera from our suppliers such as B&H, J&R, Adorama, and others. If one of these vendors has the item you need in stock, while we do not, we will ship the item straight to you from the vendor.
- Free BorrowLenses.com t-shirt. You will get one of these when you sign up for the membership account. If you place an order immediately, we will send one to you with the order. Please let us know which size you would like with the order containing the membership.
- Cancellations with no fees. If you need to cancel the order with us for any reason, and we would normally charge you a cancellation fee, this would be waived for Member level orders.
What is the cost of the membership?
Membership costs $99.00 for the duration of a calendar year and it can be purchased here.
Can the membership be cancelled?
You can cancel your membership within 48 hours of becoming a member. After that, you are signed up for the year. If you place an order using membership benefits during the initial 48 hours, then a cancellation will not be allowed.
How is the membership renewed?
Once your membership is expired, we will automatically renew the membership and send you a receipt via email. You can then cancel within 15 days of receiving this email and all membership dues will be refunded to your card.
CONSIGNMENT PROGRAM
Am I a good candidate for the consignment program?
If you have some camera bodies, lenses, or accessories that you are not using much or are looking to purchase some and want to help us offset the cost, you would benefit from the consignment program. Also, if you live in the San Francisco Bay Area and like the idea of your gear making you money and then using it when not rented out, you are a good candidate as well. Please note that you would need to have around $10,000 of camera equipment to consign with us to get started.
How does the consignment program work?
Let us know which bodies, lenses, or accessories you have. If they match our demand for rentals, we then work out the logistics and both sign our Consignment Agreement. You then ship or deliver the items to us, we put them up on our site and rent them out to our customers.
We handle all the logistics, including packaging, shipping, receiving, cleaning of the lenses, billing, insurance, customer inquiries, etc. We even periodically calibrate and clean them for you using the equipment's official service center.
Finally, we keep a running total of your commission and pay you out at the end of each month.
What are the risks of the consignment program?
Every time there is a reward, there is also a risk (albeit a small one in this case). Your consignment gear could of course be damaged or lost. To curb your fears though, we pre-screen and check out all our customers and have many methods of recouping any losses (we wouldn't be in this business for long if we didn't). Furthermore, we treat your equipment as it were our own and use our standard procedure on it as dictated by the Equipment Lease Agreement.
How do I get started?
Please shoot us an e-mail with the list of items that you want to start making money on.
BUYING AND SELLING CAMERA GEAR
Do you ever buy used equipment?
Yes. We are always looking for new equipment to rent out, so please don't hesitate to contact us if you are selling some gently used camera equipment.
Do you sell brand new equipment?
Yes we do. Or at least we're starting to do this. If you see "Buy New" option next to a lens, you can get it brand new from us. Returns are accepted within 10 days of delivery and will have a 6% restocking fee. This helps pay for the credit card charges that we are obligated to pay. All the applicable terms of the rental agreement are valid here as well.
Do you ever sell your used equipment?
We do occasionally sell off some of our camera gear. If something is for sale, it will be announced on the front page and will have a "buy" option next to it on the product page.
INVESTORS / FUTURE EMPLOYEES
I love what you guys are doing! Is there any way I can help?
Absolutely. We are always looking for new people who share our passion in providing low cost and convenient camera equipment rentals. Whether you are a potential investor or a future employee, please contact us and let us know how you can help.
RECYCLING
Do you recycle?
Absolutely. As many of our customers have probably noticed, we reuse our materials extensively. From the boxes to the foam to the bubble wrap, we believe in recycling and reusing all the materials for multiple orders. We are very committed to leaving as small of a footprint as possible on Mother Nature. We have even been known to take oddly shaped pieces of foam and glue them together to form a usable piece and reduce waste. Be on the lookout for our recycling efforts in your next order :)
RENTAL AGREEMENT
The Equipment Lease Agreement can be found here.
TESTIMONIALS
Do you have any customers who can provide testimonials about your service?
Unlike most places, we don't put up hand-picked testimonials that make us look good, but instead encourage people to leave feedback on a third party forum letting us know what they think of our service. Using this system, we have gained a lot of positive feedback and continue to tweak all of our sytems to obtain maximum customer satisfaction. Please follow these links to read what people have to say about us:
ResellerRatings.com
Yelp.com
If you have rented from us before, please don't hesitate to leave your opinion on our service on these websites. Thanks!
Last updated 05-04-2010
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