Frequently Asked Questions

1. How can I contact you?
2. Out of Stock
3. Rental Period
4. Shipping
5. Returns
6. Reservations
7. Late Fees
8. What if I need to cut my rental period short?
9. When will my order ship?
10. Rush Orders
11. Insurance
12. Rental Agreement
13. Where do you ship?
14. Where do you ship from and do you offer local pickup?
15. Do you charge a deposit?
16. When is my credit card charged?
17. What comes with my lens rental?
18. What comes with my body rental?
19. What if I damage the equipment?
20. What if the equipment was damaged during shipping?
21. Can the lens leave the United States?
22. You don't stock the equipment I'd like to rent

Answers...

1. How can I contact you?

   Click on the Contact Us link in the Customer Service menu.

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2. Out of Stock

   When an item is listed as Out of Stock we allow you to continue placing your order for that item. By doing so, you ensure yourself a spot in line for that item. After placing the order you will receive an email giving you a rough estimate on when the equipment should ship. If you'd rather have or need a firm date for shipment of an item we suggest that you contact us and make a reservation.

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3. Rental Period

   The rental period begins on the day following the first attempted delivery by FedEx. The rental period continues until the last day of the rental period that was specified on your order; normally 1 week, 2 week, 3 week or 4 week periods. For example if you received your one week rental on Monday the 10th it must be postmarked Tuesday the 18th in order to avoid additional rental fees. Time in shipment to and from Glass and Gear, LLC is not counted towards the rental period.

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4. Shipping

   FedEx 2-Day shipping is standard at GlassAndGear.com. This provides you with a tracking number as well as a delivery guarantee. As always we also offer FedEx Overnight service for an additional charge. Glass and Gear requires a signature upon delivery.
   
   Also, if you would like to use your FedEx number for shipping please enter it into the comments field at check out and select any FedEx shipping option. We will send you an updated invoice reflecting the change.
   
   

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5. Returns

   Our equipment is packaged to make returns as easy as possible. Please remember to save all packing materials and any other accessories that arrived with the equipment. In order to return the equipment, simply package the equipment in the same manner in which it arrived, affix the return shipping label and drop the package off at your nearest FedEx location.

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6. Reservations

   At Glass and Gear we understand that more than likely you know when you need the equipment and would rather not wait in line to get it. Thats why we offer reservations for most of the equipment that we rent. Please note, reservations must be made at least two weeks in advance. In order to make a reservation simply check off the reservation box on the product page and enter the date that you would like the reservation to begin in the Start Date field below the checkbox. After doing so, simply place your order and we will respond with a confirmation email letting you know whether or not that date is available.

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7. Late Fees

   While we understand that there are unavoidable situations in life we could not exist as a business if our equipment was not returned on time. For this reason we are forced to charge late fees on any equipment that is not returned to by the last day of the rental period. If you know that you are not going to be able to return a lens on time please contact us and request an extension on the lens. In the event that you do not contact us late fees will be assessed in the amount of a one day rental of each piece of equipment for each day past the due date for the equipment.

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8. What if I need to cut my rental period short?

   In the event that you do not need your entire rental period place contact us and we will try and work out an agreeable arrangement. We can not guarantee a refund of any kind for ending a rental period early, however, we can try and work with you if the need arises.

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9. When will my order ship?

   We ship all of our equipment within 1-2 business days after your order is placed. Saturday and Sunday are not considered business days. In the event that you need to place a rush order please contact us via email before 12pm EST and we will try our best to make arrangements to get the order out same day.

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10. Rush Orders

    In the event that you need to place a rush order please contact us via email before 12pm EST and we will try our best to make arrangements to get the order out same day.

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11. Insurance

    Equipment in transit to and from Glass and Gear is fully insured by a third party however you are fully responsible for any loss or damage while the equipment is your possession. Check with your photographer's insurance, homeowner's/renter's policy or credit card policy to see how they treat rented equipment.

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12. Rental Agreement

    You can view our rental agreement at any time. You will also view agreement during the checkout process at which time the agreement will be made effective by clicking "submit order".

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13. Where do you ship?

    Currently, we only ship to the United States, including Alaska and Hawaii. We would love to service other areas of the world and are currently researching what it would take to do so.

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14. Where do you ship from and do you offer local pickup?

    All orders ship from New Hampshire. We do offer local pickup at Hunt's Photo in Manchester, NH.

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15. Do you charge a deposit?

    We do not require a deposit. We take time to verify the identity of our customers and do not feel the practice of taking a deposit would offer much real protection. As with all of our policies, this is subject to change.

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16. When is my credit card charged?

    Your credit card will be authorized for availability of funds when you place your order and will be charged the day of shipment.

    Please be advised that when using a debit card to order, depending on the policies of your bank, the authorization may remove these funds from your available balance and appear as a pending charge. These funds are held by your bank, not by Glass and Gear. If you wish to avoid this issue or are unsure of how your bank handles debit authorizations, use a credit card.

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17. What comes with my lens rental?

    Lenses include the front and rear cap and a padded case. Many lenses also come with a lens hood however non-L Canon lenses do not come with a hood. If a hood is included with the lens it will be listed on the product page for that lens.

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18. What comes with my body rental?

    All body rentals come in a Pelican hard case. These cases are padded, waterproof and nearly indestructible. Also included are one fully charged batteries, the battery charger, usb cable. For copyright reasons we are unable to include the software that normally accompanies the cameras. You will need third party software to work with the images.

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19. What if I damage the equipment?

    If you damage the equipment while it is in your possession please notify us immediately. Our rental agreement states that you are responsible for the repair or replacement cost of any equipment damaged while in your possession. In the case that the lens can be repaired you will only be charged what it cost us to have it repaired. All lenses and bodies will be repaired at authorized service centers. In the case that repair is not possible we will charge you a replacement fee. This fee does not necessarily equal the full retail price of the equipment. We will charge you what an equivalent condition used lens or body would cost. You will not receive a refund for any fees paid for a rental due to damage while in your possession. In most cases we can make arrangements for a new lens to be shipped out to you so that you can finish out your rental period. If that is not possible we will work out an arrangement suitable to both parties.

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20. What if the equipment was damaged during shipping?

    This is unlikely, we package our equipment very well, if a box shows up damaged please let us know immediately. Sometimes, due to extremely rough treatment during shipping some lenses will show up with image stabilization or autofocus issues. It is unusual for this to occur however it occasionally does happen.

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21. Can the lens leave the United States?

    Our rental agreement does not allow equipment to leave the United States. If you have a need to take equipment out of the country please contact us before placing your order to find out if we can make arrangements for that to be possible. Whether or not we allow such a request depends a lot on the destination as well as customer history.

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22. You don't stock the equipment I'd like to rent

    If there is a piece of equipment that you'd like to see us carry feel free to email us via our contact form and make a suggestion. Suggestions help us know what products are in demand and we greatly appreciate hearing the needs of our customers.

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