FAQ
About us
Q: Where are you located?
A: Our Equipment is kept at St Ives, NSW 2075. But unfortunately, there are no physical shops to visit. That is simply because it ensures that we deliver our prime lenses and flexible service to your location at your convenience, which is not subject to trading hours and holiday breaks. This is why we are able to offer you such competitive rates as well.
Order and Confirmation
Q: How do I place an order?
You may either:
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Send your request to: info@sydneylensrental.com; or
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Complete an online form on our website, select your gear, fill out the details and submit the form.
We will confirm your order and arrange a drop-off and pick-up accordingly. All information regarding availability, rates, etc., will be provided in the confirmation. What you need to do is pick up or wait for your lens at home!
Q: How long in advance should I place the order?
You can order your lenses at the last minute. However, in this case, availability is not guaranteed, so we strongly recommend placing the order at least 48 hours in advance, especially before holidays and weekends when some popular gears are in high demand.
Q: Does it mean I can get the lens if I place the order?
Due to the availability, we will confirm with you as long as your order is received. Once your Packing List and Tax Invoice are generated, your order is formally confirmed.
Q: What if I have questions to ask?
You are welcome to ask any questions or concerns about the hire. The query can be made by email or online order form and leave your questions in the "note section".
Q: Can I cancel the order?
Yes. Please feel free to cancel the order at least 24 hours in advance. As we understand that everyone might change their minds, it won't cost you anything if you do that within the time frame. We will be happy to serve you next time. However, if you cancel the order within 24 hours from scheduled time, we will charge a fee at 20% of the order value, unless you have some compassionate reasons.
Equipment
Q: What conditions are your gears?
Most of our equipment is relatively new and in good condition, and it is all stored in a dry cabinet with a constant temperature and humidity level. We will update our inventory regularly to ensure the lens you rent from us is in the best condition and the latest model possible.
Q:What items are included?
Usually, everything in the original box is included, such as the lens, lens cap, genuine lid, soft/semi-soft bag, and tripod collar (if applicable). We also provide a UV filter free of charge to protect your lenses. If you need a user's manual, please notify us in advance.
Q:Do I need to clean the lens before returning?
No. Please do not. Feel free to leave the cleaning jobs to us. Otherwise, using incorrect cleaning materials may cause permanent physical damage, which is something neither of us expects.
Q:Can I lend your gears to someone else, say, my friend?
Yes. Upon hiring the lens, you have the right to control its use 100%. However, please be aware that, legally speaking, the person who signed the Packing List will be liable for any damage or loss of the equipment.
Q:Do you provide a user's manual of the lens?
Yes. If it is your first time using the gear you ordered, we strongly recommend asking for a copy of the user manual. Some gears, such as PC-E lenses or camera bodies, are not as straightforward to use as others. To avoid damage and ensure the best shooting experience, ask for a user's manual.
Q:Does your lens come with a UV filter or a CPL?
Yes. Please be aware that UV and CPL filters will not be available for specific lenses, such as the Nikon AF-S 14-24mm f/2.8 G and Fisheye lenses. UV filter is free of charge, but a CPL is not.
Q:Do I need to test the lens before taking it home?
Yes. To avoid disputes, we request that customers bring their camera and conduct a test on the spot before leaving. Doing so allows us to ensure the lens is in perfect condition, and it helps you familiarise yourself with the gear more quickly.
Q:What if I find the lens is faulty during use?
As the lenses are in good condition, and given the confidence from the manufacturers, we would say this situation is not likely to happen. However, when it does happen, no worries - simply call us as soon as it occurs. Please DO NOT try to fix it by yourself, and DO NOT have it repaired. We will replace your lens ASAP if we have a spare one ready. If no alternative lens is available, or if you do not accept the alternative lens, then we will refund. We reserve the right to investigate and take further legal or financial actions upon responsibility is identified. Please also be aware that we do not cover any losses caused by faulty equipment.
Q:What if the lens is stolen/lost/damaged during my hire?
A: Please notify us ASAP. We will discuss with you according to the clauses stated in the agreement.
Bond, payment and refund
Q: How long do I need to put the bond into your account before I get the lens?
Usually, we will keep the bond until the termination of the hire, provided there is no damage, no loss, and the gear is returned in the same condition as we delivered it to you.
Q: How do I pay the bond?
The bond is payable by either cash or EFT. The banking details can be found in the Tax Invoice.
Q: When will the bond be released?
Upon return, we will inspect the equipment's condition. We use the same method to release the bond as you paid for it.
Q: What payment methods are available?
We accept Cash and EFT only at moment.
Q: How do you charge if I just need to hire the lens for Saturday only?
Any rental period that falls on a weekend or public holiday will incur weekend or holiday rates. However, we might consider a discount for existing customers.
Q: What are your banking details?
Bank details are shown in the packing list, which will be sent to you by email as soon as we confirm your order.
Handling
Q: Do you deliver lenses to my home address or workplace?
A: Yes, I would like to meet you at your home or workplace. However, to avoid unnecessary delay on the road, we prefer to see you after hours at your home.
Q: How much do you charge for delivery?
A: It would vary depending on your suburb. Usually it won't exceed $20 for delivery plus pickup. Please confirm with us in advance.
Q: Do I need to pay extra for a late return?
A: We treat you like a friend, so if you are unable to return on the scheduled time, please notify us at least 2 hours in advance. We won't charge you a penalty if you return it within a reasonable time frame. However, if you fail to return the equipment without notifying us, we will charge you on an hourly basis. Please refer to the Terms and Conditions for more details.
Q: Can I extend my hire?
Yes. If other customers do not book your lens, you can extend the rental period. Please contact us to request an extension at least 2 hours before the scheduled return time to avoid the late return fee.
Q: Can I return in advance?
Yes. Return time is flexible.
Q: Can I change my mind after I confirmed the delivery details with you?
Yes. But you need to inform us before our lens being sent out.