Frequently Asked Questions

  1. How can I contact you?
  2. New Clients
  3. How do I place a reservation?
  4. Reservations
  5. Available, Limited Availability, Available after... What do these mean?
  6. What comes with my rental?
  7. Do you charge a deposit?
  8. When is my credit card charged?
  9. Rental Period
  10. Local Pick-Up
  11. Direct Shipping
  12. I'm having gear shipped Direct to me. When will it ship?
  13. Rush Orders
  14. Returns
  15. What if I need to cut my rental period short?
  16. Late Fees
  17. Do you offer insurance?
  18. Rental Agreement
  19. Where do you ship?
  20. What if I damage the equipment?
  21. What if the equipment was damaged during shipping?
  22. Cancellation
  23. Can the gear leave the United States?
  24. What if 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. We are a full production in our warehouse, so email is ALWAYS the fastest way to contact us!

    Our office hours are 9AM to 5PM PST, Processing hours 10AM to 4PM PST, Monday through Friday. Reservations placed outside of these times will be processed the next business day.

    Please be sure to add rentals@GlassAndGear.com to your address book to help ensure prompt delivery of all email correspondence.

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  2. New Clients

    Fraud is very common in the rental industry, so we do take the time to verify the identity of our customers. We may ask for several types of identification. We do this to protect the identity of our potential clients and the well-being of our rental gear. These steps also help us keep our prices low.

    Please be sure to add rentals@GlassAndGear.com to your address book to help ensure prompt delivery of all email correspondence.

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  3. How do I place a reservation?

    - Select your item.

    - Select the Rental Period. Not sure what to select? Read more here: Rental Period.

    - Enter your Reservation Start Date.

    - Click 'Add To Cart'.

    - Adjust quantity if necessary.

    - Click 'Continue Shopping' to add more gear OR 'Checkout' to finish the Reservation.

    - Enter all of YOUR information, including email and phone number under 'Ship To'. Please be sure that all information is entered accurately. G&G is not responsible for typos in email addresses and/or phone numbers that prevent us from being able to contact the client. It is NOT necessary to list the address of the Local Pick-Up Location that you wish to use.

    - Select Shipping Method OR Local Pick-Up Location. These options will not show until your information is entered under 'Ship To'.
    Please be sure to verify the Local Pick-Up location that you select during Checkout. Glass And Gear is not responsible if the client selects the incorrect location.

    - Enter your Credit Card information. Read more here: When is my credit card charged?

    - Add necessary notes in Special Instructions.

    - Check the box next to 'I Agree To The Rental Agreement', signifying the you understand the Rental Agreement.

    - Click 'Place Order'.

    Our warehouse hours are 9AM to 5PM PST, Monday through Friday. Reservations placed outside of these times will be processed the next business day.

    Please be sure to add rentals@GlassAndGear.com to your address book to help ensure prompt delivery of all email correspondence.

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  4. Reservations

    Our inventory changes by the minute, however all of our gear is first-come, first-served. If you have a question about specific dates, feel free to Contact Us. Please keep in mind that our inventory is live-- it is not uncommon for gear to be available one minute, and gone the next. After a reservation is placed, we verify stock and send a Confirmation via email as quickly as possible. We can only confirm availability once a reservation is placed.

    A reservation does NOT guarantee that you will receive the gear-- we do take the time to verify the identity of our clients to help avoid fraud. This helps keep our prices low.

    Our warehouse hours are 9AM to 5PM PST, Monday through Friday. Reservations placed outside of these times will be processed the next business day.

    Most reservations placed by Noon PST during our normal business hours should be available for shipping the next business day, based on availability. Glass And Gear now ships all reservations from the West Coast. Please allow 5 full business days to ship your order for arrival at your local Hunt's location in time for your reservation start date. Additional charges will apply for all rush orders. There are many factors that affect Local Pick-Up and shipment times, so please plan ahead whenever possible!

    It is never too soon to place a reservation-- clients often reserve equipment weeks or even months ahead of time based on their shooting or production schedule. Planning ahead is the best way to ensure that the gear will be available when you need it.

    It is never too early to reserve your gear!

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  5. Available, Limited Availability, Available after... What do these mean?

    Available: the gear is currently available. Please keep in mind that we have a live inventory and reservations are placed 24/7, so availability can change by the minute.

    Limited Availability: the gear has limited availability. If you have specific dates in mind, feel free to send an email or call for more information.

    Available after...: the gear is spoken for until after the specified date.

    Out of Stock: the gear is not in stock and we do not have an exact return date. We will update this status as we receive more information.

    We cannot confirm rentals until a reservation is placed. If we do not have the gear that you requested available, we will offer a substitution if possible. We do not charge your card until the gear leaves the warehouse, so there is no need for a refund if the reservation cannot be confirmed.

    Please plan ahead to avoid this problem-- It is never too early to place a reservation!

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  6. What comes with my rental?

    A lens comes with the front and rear caps, lens hood (whenever possible) and case.

    A camera body comes with body cap, battery, charger, cables for transferring images/footage, strap and case. Due to copyright we are unable to include the software. You may need third party software to work with the images and video files.

    There are some items that require further information.
    For example, a Projector: we will include general cables to use this equipment. However, if you provide us with the exact year, make and model of the device that you wish to pair it with, we can help ensure the best performance.

    We try to list what is included on the product page for that item. If you do not see a listing, just let us know. Feel free to Contact Us with any questions.

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  7. Do you charge a deposit?

    We do not require a deposit. As with all of our policies, this is subject to change.

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  8. When is my credit card charged?

    Your credit card will be authorized for security reasons and to verify availability of funds when you place your reservation. We do not charge your card until day the equipment is released from our warehouse.

    Please be advised when using a debit card, the authorization may remove these funds from your available balance and appear as a pending charge. This is solely dependent on the policies of your bank. These funds are held by your bank, not by Glass And Gear. Typically holds will clear within 24-48 hours, however we do not have control over the holds or when your bank decides to release them.

    If you are unsure of how your bank handles debit authorizations please use a credit card as we are not responsible for overdrafts.

    Please note: We do not accept pre-paid and/or gift cards.

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  9. Rental Period

    We do not run on a hard 24 hour clock. The rental period begins on the date that you've specified as your Reservation Start Date. Your rental period does not include shipping.

    Choose from:

    3 Day (Local Pick-Up Only): One day, two days, over a holiday... Up to three days at a low, one-day rate. If gear is picked up on a Monday, its due back by close on Wednesday.
    Need the gear over the weekend? Just select a 3 Day rental with a Friday start date. Gear will be due back by close on Monday.

    1 Week: Just like a pay week, a 1 Week rental is seven days-- if gear is picked up on a Friday, it needs to be returned by close the following Thursday.

    10 Days, 2 Weeks, 3 Weeks, 4 Weeks... Rentals that exceed this time frame are possible, but please inquire beforehand.

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  10. Local Pick-Up

    Place your reservation with us, pick up your rentals at the following Hunt's authorized locations:

    Hunt's Photo & Video locations:

    Manchester, New Hampshire

    Harvard Square, Massachusetts

    Holyoke, Massachusetts

    Kenmore Square, Massachusetts

    Providence, Rhode Island

    South Portland, Maine

    ***Hours of operation do vary by location. Holidays may effect business hours. Feel free to click the links above for more information.

    Gear will be ready for pick-up when the location opens on the day that your rental begins. If a last minute/rush order is placed, a specific pick-up time may be listed in the confirmation email. The gear must be picked up by the person whose name is on the reservation-- this person is required to provide his/her valid driver's license when picking up the gear.

    We ship all reservations from the West Coast. Please allow 5 full business days to ship your order for arrival at your local Hunt's location in time for your reservation start date. Additional charges will apply for all rush orders.

    Please be sure to verify the Local Pick-Up location that you select during Checkout. Glass And Gear is not responsible if the client selects the incorrect location.

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  11. Direct Shipping

    We ship throughout the United States. FedEx 2Day shipping is standard at Glass And Gear. This provides a real tracking number as well as a delivery guarantee at roughly the same cost. We also offer Ground and FedEx Overnight service for an additional charge. All shipping costs include round trip shipping to and from the client. All shipping costs given during Checkout are estimates, so costs may vary when the gear is actually shipped. We try hard to keep our shipping rates low, so be assured that we will give you the best rate possible. Glass And Gear requires a direct signature upon delivery.

    Most reservations placed by Noon PST during our normal business hours should be available for shipping the next business day, based on availability. There are many factors that affect shipment times, so please plan ahead whenever possible!

    For our return procedure, please click here.

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  12. I'm having gear shipped Direct to me. When will it ship?

    Direct Ship rentals will leave our warehouse approximately 2-3 days before your Reservation Start Date. This allows adequate travel time, ensuring that you will receive your gear on or before the date you've specified. We ship during our normal business hours, Monday through Friday; Holidays, Saturdays and Sundays are not considered business days.

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  13. Rush Orders

    In the event that you need to place a rush order during normal business hours, please place a Reservation as soon as possible. We ask that you also contact us via email and we will try our best to make arrangements to get the order out same day. Please note that we ship all reservations from the West Coast.

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  14. Returns

    Gear must be returned to a Manned FedEx location on the date listed as the Return Date to avoid additional fees. You can find the Return Date in the Confirmation email, highlighted on the included Packing Slip and in the Return Reminder.

    Gear that is shipped direct OR picked up at Hunt's Photo & Video in Manchester NH, Harvard Square MA, Holyoke MA, Kenmore Square MA, Providence RI, or South Portland ME is packaged with pre-paid shipping labels to make returns as easy as possible.

    When returning your gear please remember to:

    -Remove any accessories that belong to "you", ie. memory cards, tripod plates, filters, etc.

    -CAREFULLY package the gear in the same manner in which it arrived.
    
 -IF SHIPPING: Be sure to use all of the packing materials and cardboard box that the gear arrived in. We reuse our boxes whenever possible, so please do not rip off labels.
    
-Affix the included white pre-paid FedEx label.
    -Bring the package to your local FedEx Authorized ShipCenter or FedEx/Kinko's location. A drop box or self-service location is NOT acceptable.


    Click here to find a FedEx or FedEx/Kinko's near you!
    Please note: We encourage our clients to request a receipt when returning the gear.

    ***Failure to follow return instructions will result in additional fees.

    It's time for me to return the gear, should I clean it first?

    We recommend that you do NOT clean the gear before it is returned. It is possible to damage gear if it is not properly cleaned. We thoroughly clean and test all gear when it is returned.

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

    There are no fees for returning the gear early. In the event that you would like to return part of your order early, contact us and we will try and work out the packaging and logistics. Additional handling charges may apply.

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  16. Late Fees

    We understand that there are unavoidable situations in life-- however, it creates conflicts when your rental is not returned on time. For this reason we may be forced to charge late fees on any equipment that is not returned on time.

    Always refer to your packing slip for the date that the package should be returned. If you know that you are not going to be able to return your rental on time please contact us and request an extension. In the event that you do not contact us, the equipment will remain on rental and charged as such until is it returned.

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  17. Do you offer insurance?

    Occasionally gear may be damaged during rental use so for your convince we offer an optional Damage Waiver on most of our equipment.

    Damage Waiver

    Our Damage Waiver is designed to help protect you when items you rent from Glass And Gear get damaged. IT IS OPTIONAL, and it IS NOT an insurance policy that covers everything. If you choose to not purchase the damage waiver protection, you are 100% responsible for any damage to our equipment. If you break it, or it is broken while you are renting it you pay for it. We really can't explain it in any simpler way. Also once the item leaves our warehouse it cannot be added.

    How does the Damage Waiver work?

    Any damage beyond normal wear and tear, deep scratches and gashes to any of our equipment, impact damage, mechanical impact is considered damage. Light and minor scuffmarks to the gear is considered normal use and will not be considered as damage. If we are told by the manufacturer and or repair facility there is water damage, moisture damage, mechanical damage caused by such liquids you will be responsible for repairs and maybe the cost of replacement.

    Our Damage Waiver helps cover the equipment repair should it be damaged while in your possession. Normally if a piece of equipment is damaged while you have it, you would normally be responsible for all repair costs associated with any damage. The Damage Waiver protects you from being 100% liable for unintentional damage to the equipment. Thus you would only be responsible for the deductible which is 12% of the replacement cost.

    For example if an item worth $1,000 is damaged, and the repair costs are $300, without the optional Damage Waiver you are responsible for the $300. But if you get the Damage Waiver you are only responsible for $120 and we cover the rest. Damage Waivers are specific to each individual piece of equipment. The cost of the Damage Waiver varies for each rental item depending on what particular piece of equipment it is.

    All equipment must be returned in order to qualify for the terms stated in this Damage Waiver. When the gear is returned and goes through our check in process it is not an indication of waiver by us of any claims for damage to the equipment.

    What is not covered under the Damage Waiver?

    Please note that this optional Damage Waiver does not cover loss, theft, loss of the item, lost parts, misplacing of equipment, sand damage, also negligence in return packaging or any type of water, moisture and or liquid damages. Note that any type of sand / water damage is considered negligence. Note that lost parts could be but not limited to hoods, battery chargers, front / rear caps, cables, etc. As this is intended for damage we must be able to identify the equipment as ours; serial numbers, markings, etc. So if we are handed a pile of pieces and there isn’t enough of the item left to identify you will be responsible for full replacement cost of said items.

    What is negligence?

    Negligence is just that. So basically the user did something really stupid with the equipment. Lets say the renter decides to attach a zoom lens to the roof of a car with a suction cup and then drives on the freeway, highway, road, etc. the damage waiver doesn’t cover you when it falls off. Or lets say a user decides to bungee into an abyss and the clip gives way because well.. it was clipped backwards. The damage waiver doesn’t cover you when it breaks.

    What if I damage the gear?

    Let us know immediately. Our contract states if a piece of equipment is damaged you are responsible for the repair and/or replacement cost, plus rental fees. It is hard for us to help you, get the gear off rental if we do not know about the damage. Always file a police report so we can have it for your records and you should always check your homeowners, travel and or vehicle insurances because you might have some coverage under your own policy already. This covers damage wherever it occurs, unless it is outside the U.S.

    How do I purchase the Damage Waiver?

    Most items we rent will have a Damage Waiver purchase option located in your cart on check out. You will also be able to see the cost for each item. Just select the "Waiver” icon located to the right of the rental item. You will then be asked to verify that you would like to add-it to that single rental item. That’s it! You then check out as normal.

    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 left our warehouse.

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  18. Rental Agreement

    You can view our Rental Agreement at any time. You will also view the Rental Agreement during Checkout-- the Rental Agreement becomes effective once you click "Submit Order".

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  19. Where do you ship?

    Currently, we only ship to the United States, including Alaska and Hawaii.

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  20. What if I damage the equipment?

    All equipment is rented in good condition and is to be returned in good condition, less normal wear and tear. 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 cost or replacement cost of any equipment damaged while in your possession. The renter shall pay for any repair work needed for damaged equipment. In the case that the equipment can be repaired you will only be charged for the repair. All said equipment would be repaired at a factory authorized repair facility. If equipment is damaged beyond repair, lost or stolen, the renter shall pay full current market replacement list price. You will not receive a refund for any fees paid for a rental due to damage while in your possession. Rental will accrue until damaged or lost equipment is replaced or paid for.

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  21. What if the equipment was damaged during shipping?

    This is unlikely as we take the time to package our equipment well. Please inspect the box and gear as soon as you receive it. Inspect the box while the driver is present. If a box shows up damaged, have the driver make a note in their systems, also let us know immediately. Sometimes, due to extremely rough treatment during shipping some sensitive equipment may have issues. It is unusual for this to occur, however it happens occasionally so remember to let us know immediately.

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  22. Cancellation

    We understand that circumstances may arise which would require you to cancel your reservation. Whatever it may be, just contact us as soon as possible and we will cancel the reservation, or push it to a later date if feasible. Unfortunately, we cannot cancel orders after the rental period has already begun and/or elapsed. Please note that there may be a fee associated with your cancellation if we are not given adequate notice.

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  23. Can the gear leave the United States?

    Our Rental Agreement does not allow equipment to leave the United States.

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  24. What if you don't stock the equipment I'd like to rent?

    We are adding new gear to the site daily. If you do not see an item that you would like to rent, please email us. It is possible that we simply haven't added it to our site. We are also open to suggestions, as they help us know what products are in demand. We greatly appreciate hearing the needs of our clients.

    Please keep in mind that quality is a huge factor in determining the equipment that we stock. We carefully test and review equipment before posting it on our site-- We want our clients to have gear that they can trust. With that said, we do not always jump for the newest items without first researching demand and quality.

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