Frequently Asked Questions
Below are a list of most frequently asked questions, if there is a a question we have not addressed please feel free to send us a message to firstname.lastname@example.org
What is your Rental Policy
We hold full retail value deposits on all rentals. However, you are eligible to waive up to 80% of the deposit if you are able to provide a pay-stub or a mortgage statement. **Provide business or homeowners/renters insurance that covers property of others, and add IE Photo Rentals as ADDITIONAL INSURED & LOSS PAYEE and we can waive the deposit up to $5,000. Anything above may require a minimum 10% hold. Select items may require a deposit regardless of documentation.
WHAT TIME CAN I PICKUP MY RENTAL?
You can pick up your rental from the moment we open. However, Monday is our lenient return day where orders can return as late as 7pm. Most often your order will be available. If you have a time sensitive schedule we would advise calling in or sending an email to ensure your item is in stock before you arrive.
I AM A NEW CUSTOMER, HOW LONG DOES ACCOUNT SET UP TAKE WHEN I ARRIVE?
Prepare to allow 5 to 10 minutes to set up your account when you arrive.
As a new customer, we will need you to verify your ID through our Identity verification system. You will receive a text message asking you to scan your ID and take a picture of yourself.
We will also need to add your credit card on file to our PCI Compliant system.
Once all your information is verified you are all set to rent with us. We will need to update your credit card information on file every 6 months.
If for any reason you would not like to follow our verification process, we, unfortunately, will not be able to rent to you.
Any questions or concerns send us an email to Team@iephotorentals.com
WHAT DAY DOES THE RENTAL PERIOD START?
A rental period starts the day after your rental pickup. If you pick up Friday for a three-day rental, your rental days are Saturday, Sunday, and return Monday.
Why can't I select Sunday?
At this time we don’t allow rentals or returns on Sunday because we are closed. If you have a Thursday pick-up, the system will require you to select a four-day rental period. In order to ensure accurate rental availability, for all of our customers, you will need to add an additional day. We do not accommodate three-day pricing on pick-up.
IF I WANT TO EXTEND MY RENTAL, HOW DO YOU PRICE IT?
When you pick up, you are billed for the amount of time you originally requested. When you extend you will be starting a new rental period. However, one day extensions are billed at 30% off the 3 day rate. Orders extended two days or more are billed at the standard three day rate. It is always cheaper to rent longer up front than to extend.
HOW DO I CANCEL AN ORDER?
Awww, we wish you didn’t have to cancel, but we know it happens. We just ask that you call or email us to let us know. Include your full name and order confirmation number and we’ll cancel your order. We greatly appreciate you letting us know so that your items may become available for other customers.
CAN I PURCHASE A DAMAGE WAIVER?
Yes, we offer a damage waiver for accidental damages. However, it does NOT cover water, sand, lost or stolen items.
At the bottom of your order cart, you will see a damage waiver total. When you arrive in the store you will have the option to add or decline.
If damages do occur you will not be responsible for more than 10% of the damage cost or replacement value.
Ex: A lens breaks and the cost of repair is $500.00 If you happen to incur damages you are only responsible for up to $50 of the overall repair cost.
Note: A damage waiver is not insurance coverage. If your item is lost or stolen you will be responsible for the full replacement cost. Also, the damage waiver is not a replacement for the deposit.
DO YOU PROVIDE INSURANCE COVERAGE?
We advise all of our customers to purchase 3rd party insurance. If you provide us with a copy of your policy (C.O.I) IE Photo Rentals must be listed as an Additional Insured and Loss Payee. Please ensure we are listed for both. We may waive our deposit requirement up to $10,000 of your coverage amount. All policies must be year-long and list coverage as property of others. Your policy will not qualify if it only lists Liability coverage. Be advised that we may require a deposit regardless of your coverage amount.
Note: Verifying your insurance on weekends or after 5 pm may not be possible and may cause delays in your rental. All insurance documents are verified by us with a call to your agent or insurance company. If we can not reach them to ensure you have sent us a valid document, we will not be able to waive the deposit. Please submit before your arrival to give us time to verify your documents. It is best to have your documents sent directly from your insurance provider to email@example.com
If you need insurance, we have partnered with Athos Insurance to provide you with instant insurance coverage. CLICK FOR INSURANCE
HOW IS THE QUALITY OF EQUIPMENT.
We clean, check, test and log every piece of equipment after every return to ensure that the item has returned in working condition. We note all dings, scratches or issues. If equipment starts to look warn, we work to cycle it out of our inventory.
If the equipment is having any issues at all, please notify us immediately so that we can resolve the issue as fast as we can. Please make sure to test all of the equipment that you rent from us prior to your shoot. Once you pick up, you are responsible for the care and returning condition of that particular item.
We do understand that technology can experience various issues at anytime, so we are very reasonable when it come to issues we can clearly identify as a cause of active use or random technology error. However, scratches, dents, missing items and apparent mishandling we will charge for.
How you handle damaged returns?
When an item returns damaged we place a hold on your card for $250.00 until we can determine an accurate quote for the repair or replacement cost. If the damages are less we will return you the difference less our damage processing fee of $50.00. If the repair value is over $250 and or the item needs full replacement, we may sell the item and charge you the difference between the sale price and the replacement. In some cases we charge for the full replacement value and give you the broken item in exchange.
DO YOU OFFER 1DAY RENTALS?
Yes, we do! We honor one-day rentals for walk-ins only Monday through Friday. We Do Not allow one-day rentals on weekends. All items are based on availability, first come, first serve only. We will apply 30% off the 3-day rate. A one-day rental is due back the following weekday by 1 pm. Late returns will be processed at the standard 3-day rate. Our site may allow a one-day reservation, however, your order will be processed at our standard three-day rate.
HOW FAR IN ADVANCE CAN I RESERVE?
We gladly accept reservations any time within the year.
I HAVE AN EMERGENCY AND YOU'RE CLOSED. HOW DO I CONTACT YOU?
We’re sorry to hear you are in a situation. The best thing to do is email use with the subject title EMERGENCY!!! You can also DM us on Instagram @iephotorentals Detail your issue and we’ll get back to you as fast as we can. We will respond after hours and closed days. Although we try to reply fast allow us 30 minutes to 1 hour to respond. Be assured we’ll help you as best as we can.
HOW OLD DO I HAVE TO BE TO RENT?
You must be 18 with a valid ID or Drivers License and Credit Card.
DO YOU SHIP OR DELIVER?
At this time we do not ship or deliver. All rentals are pick up only. You are allowed to ship back your order. Note we do charge for any past due days in transit. Please call or email before shipping back any item.
DO YOU PURCHASE USED EQUIPMENT?
In some cases, we do purchase used equipment. If you are interested in selling something please email firstname.lastname@example.org with the subject title GEAR SALE. We’ll review your items and make you an offer. If the equipment is something we can use in our inventory we’ll ask you to bring it in.
If the equipment is something we are not interested in at the time, we can offer to sell it on consignment. If we sell the item, we keep 10% of the sale. You must provide us with proof of ownership.
DO YOU SELL NEW OR USED EQUIPMENT?
All though we are primarily a rental house, there are times we do sell off some of our used inventory. The best way to know when we’re selling something is to follow us on Instagram or sign up for our newsletter.
Click the BUY link on our home page to discover what items we have for sales. Please note that all sales are in-store purchases only. We do not ship at this time.
CAN I SUB-RENT MY EQUIPMENT THOUGHT IE PHOTO RENTALS?
You’re in luck. We do allow sub rentals on select items. If you’re interested in sub renting send an email to email@example.com with the subject SUB RENT. Include the item(s) you’re interested in renting and we’ll follow up with you about our process and payment details.
HOW DO I EXTEND MY ORDER?
The best way to extend an order is to send us an email to firstname.lastname@example.org Include your full name and Invoice # along with your expected return date. We’ll email you a confirmation invoice.
CAN SOMEONE RETURN FOR ME?
Anyone can return for you. When they return the items you will receive a confirmation email with their signature, verifying that they have returned. If you owe a balance on your return we ask that you call and make payment arrangements before your return otherwise we will charge the card on file + 3.5% processing fee.
DO YOU REQUIRE DEPOSITS?
Yes, we do require a full retail value deposit on all our orders. We will place a hold on your credit card. Once you return the items we will release the hold.
We do offer ways to waive the deposit. Provide a Pay Stub, Mortage Statement, or Insurance. College Students can present a class schedule to waive deposits.
We may waive up to $5000.00 based on the information provided. We reserve the right to charge a deposit regardless of the information provided.
WHAT INFORMATION DO I NEED TO PROVIDE IN ORDER TO RENT?
Please bring in the following for verification:
1. Driver’s license
2. Credit or Debit Card
3. Pay stub ( optional to waive deposit)
4. Mortgage Statement (optional to waive deposit)
The best way to avoid leaving a full deposit is to purchase insurance and add us as an Additional Insured and Loss Payee CLICK FOR INSURANCE
ARE THERE OTHER WAYS TO WAIVE THE FULL DEPOSIT WITHOUT REQUIRED DOCUMENTS?
Yes, indeed you can still rent. However, we will require a partial deposit, and we may limit the value of equipment you can rent.
Here are the alternative ways to minimize the deposit without our required documents.
- Verified history with another rental house.
- Verified Active Social Media and Website
- Utility Bill confirming ur current living address.
The best way to avoid a deposit is to purchase rental insurance CLICK FOR INSURANCE
CAN SOMEONE PICK UP FOR ME?
If you are a returning customer, yes you can have someone pick up for you.
You must send us an email with the full name of the person, stating you authorize them to pick up on your behalf.
They must provide payment at pick up, and be willing to place their ID and Phone Number on file.
NEW CUSTOMERS: It is best if you arrive for pick up for your first order. If you are able to pick up, the person picking up will need to be authorized with their information on file. They must provide their ID and Credit Card. They will need to pay with their card.
CAN I PAY WITH A COMPANY CARD?
If you are paying with a company card, the card will need to have your name on it.
If the card has another person’s name or just the business name you will need to request a credit card authorization form. We will request a copy of the cardholder’s ID, along with a signed copy of the form emailed to us. The card owner will need to authorize you picking up for them. When you arrive we prefer the card preset although not necessary.