🎬 Rental Process & Policies

What do I need to rent from you?
All you need is a credit card and matching government-issued photo ID. Bring both with you during pickup of your first order. Any future orders can be picked up by any pre-authorized individuals on your account.

How do I place an order?
You can find our full inventory of rental equipment and availability on this website. Add an item to your cart and check-out to book your rental order.

How does pricing work?
Your first day is at full rate. From the second day onwards, it's half-price! Plus, we offer free pickup after 1 PM and drop off before 12 noon (those days are not calculated in the rental total – 1 day minimum).

How can I pay?
We accept payment by most major credit cards including Visa, Mastercard, and American Express. We do not offer cash or eTransfer at this time.

When do I pick up or return?
You can self-schedule your pick up and drop-off at the time of booking,  anytime we're open between 9 AM and 5 PM. That being said, we recommend taking advantage of the free pickup and drop-off by picking up your gear between 1 PM to 5 PM and returning by 12 noon.

Do you require a deposit or insurance?
We don't require it for most orders. Some high-value cinema equipment may require insurance or a deposit equivalent to the full replacement value of the equipment. We will reach out to you after your booking if a deposit or proof of insurance is required.

And what if I'm running late?
If you're running behind on your scheduled return time, give us a call or text ahead of time at (778) 771-0234 and we may be able to offer an extension. Equipment returned after 12 noon without prior consent will incur a late-fee equal to 1x the order day-rate.

What's the cancellation policy?
You can cancel anytime before the scheduled pick-up. Cancellations within 24 hours of pick-up will incur a cancellation fee equal to 1x the rental order day-rate. We do not offer refunds for any cancellations after the scheduled pickup time.

Can I pickup or drop-off after hours?
We don't typically offer after-hours services. However, in some cases, we may be able to accommodate for an additional fee. Please contact us for more details before booking.

📷 Equipment & Support

Do you offer training or tech support?
Unfortunately, since we operate primarily as a video production agency, we're not able to offer a full walkthrough on how to use the equipment. If you're unfamiliar with the gear, we recommend renting one day in advance to test and get comfortable with everything before production. All additional days are half-price!

What if the equipment malfunctions?
Please report any issues immediately and we will do our best to get an equivalent replacement or offer a refund for the malfunctioning equipment. We do not offer refunds for malfunctions reported at drop-off.

Is _________ compatible with _________?
A quick online search might have your answer faster than we can type it out. If you take a look and still have questions, reach out to us at [email protected] and we'll do our best to help however we can!

🛠 Damages & Insurance

Should I get insurance?
We don't require insurance or a full deposit on most orders, but you're responsible for any damages. You should either get insurance to cover the equipment's full replacement cost or be ready to cover any damages or losses. Reach out to Front Row Insurance for short-term rental insurance.

What if I damage or lose something?
You'll be held responsible for the repair or replacement value of the equipment if it's damaged, lost, or stolen. If you have not provided us with proof of rental coverage, we will charge the value of the replacement to the credit card on file. And don't worry – we have a great relationship with our lawyer if ever needed :)

🚚 Special Services & Inquiries

Do you ship gear?
Sorry, we don't offer shipping for any rental orders.

Can you deliver to my location?
We do not offer delivery services at this time.

Can I pop in and check out the gear or your place?
Sure – we're happy to show you something! Just reach out ahead of time to [email protected] to schedule a time to stop by.

📝 Other Inquiries

How early should I book?
Aim for somewhere between 1 week and 3 months in advance. Got a rental idea further out? Ping us first.

Do you offer last-minute bookings?
While we strive to accommodate all our customer needs, we require at least 24-hours notice for all orders to ensure that we have adequate time to confirm and prepare your rental equipment. If you need to place an order for pickup within a 24-hour timeframe, please reach out to us directly at (778) 771-0234 or [email protected] to discuss availability and options. We may be able to facilitate last-minute orders on a case-by-case basis.

Can I use the equipment outside of Fraser Valley / Metro Vancouver?
You'll need our prior written consent to take our gear beyond the boundaries of Metro Vancouver or Fraser Valley.

Can I get an invoice?
Of course! Just ask, and we'll whip one up for you.

Any discounts I should know about?
We love supporting non-profits and indie productions. Reach out to us at [email protected], share a bit about the project, and let's chat.