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How can I contact you?
Click on the Contact Us link in the Customer Service menu. Email is ALWAYS the fastest way to contact us!
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Reservations
All our gear is first come first served. It is never too soon to place a reservation for gear-- clients often reserve equipment weeks or even months ahead of time. Planning ahead is the best way to ensure that the gear will be available when you need it. A reservation does NOT guarantee that the gear is available-- we check stock once a reservation is placed and send a confirmation email.
Most reservations placed by Noon EST during our normal business hours should be available for Local Pick-Up the next business day. Gear that is being shipped is typically sent out the same day as long as the reservation is placed by Noon EST. There are many factors that affect Local Pick-Up and shipment times, so please plan ahead whenever possible!
It is never too early to reserve your gear!
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How to Place a Reservation
* Select your item.
* Select the 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.
* Select Shipping Method OR Local Pickup Location.
* Enter your Credit Card information.
* 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'.
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Out of Stock
We check stock once a reservation is placed. If we do not have the gear that you requested available, we will offer a substitution if possible. Please plan ahead to avoid this problem-- It is never too early to place a reservation!
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What comes with my rental?
We rental a lot of different types of gear.
Most everything will come with what is needed to make it function unless your ordering it as a single item.
For example:
Lenses include the front and rear caps, lens hood (whenever possible) and case.
Camera body rentals come with body cap, USB cable, charger, battery and case. Due to copyright we are unable to include the software. You may need third party software to work with the images.
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.
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Do you charge a deposit?
We do not require a deposit. We do verify the identity of our customers. We do ask for several types of identification when needed. As with all of our policies, this is subject to change.
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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 shop.
Please be advised when using a bank card to order, 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. 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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Rental Period
The rental period begins on the date that you've specified as your Reservation Start Date. Your rental period does not include shipping. Rental periods are typically 3 Days (Local Pick-Up Only), 1 Week, 10 Days, 2 Weeks, 3 Weeks or 4 Weeks. Rentals that exceed this time frame are possible, but please inquire beforehand. Always refer to your packing slip for the date that the package should be returned to shipper. Rentals are measured in full days. For example: if gear is reserved for a 3 Day rental, beginning on a Monday, the gear will be ready for pick-up at 9AM, and needs to be returned by close on Wednesday. This allows you three full days with the rental. There are no charges for early returns.
For 3 Day (Local Pick-Up Only) Rentals:
One day, two days, over a holiday, over the weekend or up to three days, you are paying the same low one day rate-- just select the 3 Day rental option. Be sure to select a Local Pick-Up location near you-- find this under Shipping Options during Checkout. Please note: you are still required to enter your address under Ship To.
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Local Pickup
Place your reservation with us, pick up your rentals at the following authorized locations: Avalon Editions in Hollis NH, Concord Camera in Concord NH and Hunt's Photo & Video locations in Manchester NH, Hadley MA, Harvard Square MA, Kenmore Square MA and South Portland ME. We will be offering additional Local Pick-Up locations near you very soon-- we will keep you posted!
Hours of operation do vary by location. A valid driver's license is required to pick up at these locations. Most reservations placed by Noon EST during our normal business hours should be available for Local Pick-Up the next business day. There are many factors that affect Local Pick-Up times, so please plan ahead whenever possible! It is never too early to reserve your gear!
Not all gear is available for Local Pickup in all locations, so feel free to email with any questions.
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Shipping
We ship throughout the United States. FedEx 2-Day 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 FedEx Overnight service for an additional charge. All shipping costs include round trip shipping to and from the client. All shipping costs given during Check Out are estimates. These costs may vary when the gear is actually shipped. We do not mark up our shipping rates, so be assured that we will give you the best rate possible. Glass and Gear requires a signature upon delivery.
Gear is typically sent out the same day as long as the reservation is placed by Noon EST. There are many factors that affect shipment times, so please plan ahead whenever possible!
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When will my order ship?
Your order will ship 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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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 in our New Hampshire Local Pick-up locations only.
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Returns
Our equipment is packaged with pre-paid shipping labels 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 RED pre-paid return shipping label and drop the package off at your nearest FedEx location. A FedEx location is considered a FedEx/Kinko's, not an drop box. Please keep in mind that you are responsible for the equipment until it is returned.
***Failure to follow return instructions will result in additional shipping and handling 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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What if I need to cut my rental period short?
In the event that you would like to return your gear early, contact us and we will try and work out an agreeable arrangement. We cannot guarantee a refund of any kind for ending a rental early, however we will try to work with you if the need arises. There are no fees for early returns.
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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 to the shipper or Local Pick-Up location. 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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Insurance
Equipment in transit to and from Glass And Gear is insured by a third party, however you are fully responsible for any loss or damage while the equipment is in your possession. Please check with your photographer's insurance, homeowner's/renter's policy or credit card policy to see how they treat rented equipment. We do hope to offer insurance for rentals in the future.
Please note: you would be notified if you fall into this next category. Most of you do not.
For our entertainment, and large order clients we require you to provide an Certificate of Insurance. We require the standard industry one million dollars of general liability coverage. The insurance coverage must be for the Full Replacement Value of the rental equipment and the Insurance Certificate should list Type of Insurance as Misc. Entertainment Equipment Rented/Leased. Policy Number, effective date and date of expiration is needed on the insurance form.
A&M DANIEL llc must be listed as: Loss Payee for Property coverage AND Additional Insured for Liability coverage. Equipment coverage must be for rented/leased equipment. At a minimum, your insurance must cover the entire rental period, from pickup/delivery date through date of return. Most or our client give us a certificate that is good for one year that we keep it on file.
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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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Where do you ship?
Currently, we only ship to the United States, including Alaska and Hawaii.
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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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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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Cancellation
We understand that circumstances may arise which would require you to cancel your reservation. Whatever it may be, just contact us and we'll take care of it. Please note that there may be a fee associated with your cancellation. This would depend on the need for the particular item rented.
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Can the gear leave the United States?
Our Rental Agreement does not allow equipment to leave the United States.
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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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