Frequently Asked Questions

First Time Renters

HOW CAN I MAKE AN ONLINE BOOKING?
To make a booking, simply indicate the days you want to use it on the calendar of the cart tab. The shopping cart will automatically calculate your rental and shipping prices. We will confirm your reservation by email and process your order within one business day.    
How are rental fees calculated?
Rental fees are based on the hire period determined by your Rent Start and Rent End dates. If you are renting for a 1-day shoot on 01 Jan, you should select 01 Jan as both your Rent Start and Rent End dates.
Alternatively, if you are renting for 7 days, you should select 01 Jan as your Rent Start date and 06 Jan as your Rent End date.
When can I collect / Return my order?
Collection Timing ( 1 Day before Rent Start Date)
Mon-Fri: 3.00pm - 7.30pm, Sat-Sun/PH: 3.00pm - 5.00pm.
Early Collection: 2.00pm (Subject to availability)
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Return Timing ( 1 Day before Rent End Date)
Mon-Sun/PH: 10.30am-1.00pm

Eg if your rent start date is Saturday, you can collect your order on Friday between 3.00-7.30pm. If your rent end date is Sunday, your order will be due for return on Monday by 1.00pm.​
Where can I collect / Return my order?
By default all order collections / returns will be at our  office located at 6 Ubi Rd 1 #07-11, Wintech Centre S(408726) ​
Do i need to bring any documents?
If this is your first-time renting, we will require the following items
- Identification Card (NRIC/FIN/EP/WP)
- Proof of residency in Singapore

Note: Minimum age requirement is 18 years old. Renters under 18 must have a parent/guardian to facilitate with the rental.
WHAT QUALIFIES AS A PROOF OF RESIDENCE
​We accept documents that are indicative on an ongoing relationship between the sender of the correspondence and the customer (Eg. recurring monthly invoices).

Generally accepted documents include:
- Utility / Telco Bills/ Credit Card / Bank / Insurance Statements
- Rental Contract / Tenancy Agreement
- Government Letters

For your proof of residency to be valid it must also fulfill these requirements
- Include your name in full, your current address, a date stamp
- Legal and traceable document
- Date stamp must be less than 3 months old

However, whether a document is acceptable under these criteria will be handled on a case by case basis by our staff performing verification. If your document does not meet the above criteria additional information may be requested. If you are unable to produce these documents on the day of collection, we will not be able to issue any equipment to you. The goal of this process is to make sure that no identity theft has taken place, and that whoever is collecting the order is who they say they are.
is there an approval process
All orders submitted go through an approval process. After you submit an order, we cross check the information provided to establish your identity and trustworthiness. For most customers, the information provided is enough for us to approve your order.

For some customers, we may contact you via email, text or call and ask for additional information or to get something clarified. If we ask for more information and never hear back from you, your order will be cancelled.

Occasionally even when all additional information is provided, we may not be able to approve an order without a deposit. Our goal is to make sure that each of our potential customer is the type of person we want to entrust our valuable equipment to.
is there a security deposit
​We are able to process most orders without a security deposit. However, we may request for a fully refundable deposit depending on the equipment itself or based on our review of your order based on a selection of criteria (See approval process).
CAN I BRING THE EQUIPMENT OVERSEAS?
Absolutely!
 can someone else collect my order FOR ME?​
If you are unable to collect your order, you can elect for someone else to collect if for you. Please make sure that they have filled this Letter of Authorization form (LOA) and have the correct documentation (See LOA). These are required to be shown on order collection.

Rental Extensions & Late Returns​

​CAN I EXTEND MY RENTAL?
As long as we have stock we’re happy to extend your rental! Do inform us at least 1 Day in advance as it is often difficult to extend rentals during peak periods. Please ensure you are aware of this to avoid disappointment.

Keep in mind any last minute extension will be based on the first day rate, thus if you predict that there may be a delay, it is best to add on the additional days as it will be cheaper that way. Keep in mind that for rentals under 7 days, there is very little difference in price, therefore the amount between a 4 day rental and a 2 day rental, for example, is very little.
​WHAT HAPPENS WHEN I RETURN THE ITEM LATE?
​We will drop you a WhatsApp reminder the day before the order should be returned, and a call at 1pm on the return date.
There is a 60 mins minute grace period for all rentals.

​For late returns after 2.00 pm on the return date, you will be charged for an additional day of rental (i.e you booked for 7 days, but returned 30 minutes late. We will charge the 8 days rental fee. Late returns after 4.00 pm on the return date will be considered as a new rental. This means that it is cheaper to extend a rental than to return your order late. 
Oh no! I forgot to return an item
Don't worry - we've all done it before! We are only humans.

Let us know during the return and our friendly staff will work out a way for you to return, if it's a small item, you can choose to either pay the replacement cost or come back the next working day to return it to us!

If it's something of high value, we would hold onto the security deposit until the item is returned to us.


I didn't have time to transfer my files
We understand that everyone loves to save money as we do too.
We do give a free buffer time to return the following day after your rental end date, this is to allow you to transfer all your footage the night before. 

However many a times, some do take advantage of the free buffer time when they return from their trip to try and save cost only to realize they may incur more by doing so.
For example, Customer A books a drone for holiday from the 13th to 18th, but only returns on the 19th morning at 10am and rushes down straight from airport to return the equipments, only to realize they had not transferred the files. 

 If such a case does happen, we would gladly assist you with transferring the files into our local server and send a download link afterwards. Do note that there is a fee attached to the amount of data needed to be transferred and it maybe more worthwhile to add on the additional days instead.

Equipment Problems

Is the equipment in good condition?
​Before and after each rental we check each lens visually, test it for focus and sharpness, and take pictures with it. We guarantee the glass is clear, the lens works normally, the pictures it takes are sharp. These lenses are used regularly so there will probably be some scuff marks on the barrels, etc. There may be a little internal dust in some lenses (the telescoping zooms are especially known to collect it). If there is any effect on image quality the lens goes off for servicing, otherwise it remains in service.
Can you guarantee the equipment will work as promised?
​I wish we could, but sadly, we can’t. We promise that we will do everything we can to make sure the equipment is working. We will inspect the equipment both when it returns from its prior rental, and before it goes out on your rental. We will clean it thoroughly.
Even with all these precautions, stuff still happens. An internal component we can’t check eventually wears out and breaks during your rental. Occasionally, we can even make a mistake and forget to include something, although it is really rare.

Do contact us and we will be happy to replace the equipment with the same or of similar range. (Only if you're still in Singapore)
HELP! THE MEMORY CARD YOU PROVIDED HAS ISSUES, WHAT CAN I DO?
​We do our best to make sure all memory cards are in working order before it goes out on rent and always format it in camera prior collection.

​Memory cards do fail from time to time and this is something we have no control over. We strongly recommend having backup memory cards especially for important shoots. No refunds will be provided in the event that our memory cards fail to perform.

Studio Usage

i have a shoot coming up, can i view the space before booking?
Yes we welcome you down to view our studio space but it'll be by appointments only. 
is the studio sound proof?
Please note that the studio is not sound proof.
Can i start earlier for makeup, setup & teardown?
Please note that setup, makeup & teardown time is inclusive of the studio slot.

Other Questions

What if I want to rent for more than 30 days?
Our formulas are optimized for rentals up to 30 days.
​We do however offer extended rentals and leases up to 2 months. Please contact us and we’ll be happy to work with you.
I NEED HELP DECIDING WHAT TO RENT!
We know how hard it may be deciding too! Thus we have created 'RENT THE EXPERIENCE', simply select what you intend to shoot and we will recommend you the list of items you may like.

If that doesn't work, our team members are available via phone every weekday from 10.30am to 7.30pm (GMT+8). Just give us a call at 6951 4765 and one of our knowledgeable technicians will be happy to help. You are also welcome to drop us a Facebook Chat anytime, so we can help no matter what!
I CAN'T SEEM TO FIND THE ITEM I'M LOOKING FOR, WHAT CAN I DO?
​If you still aren't able to find it, Drop us a message on Facebook Chat in case we have not added that in yet.

​We are constantly adding new items into our inventory so let us know what camera equipment you're looking for and if there are multiple request for that particular item, we are sure to be adding that in!
THAT PRICE IS WAY TOO HIGH! WHAT’S UP WITH THAT?
​If you see a price that looks too high, it’s probably a mistake on our part. We’ve spent a lot of time developing formulas to give you real time price quotes, but we aren’t perfect. Retail prices are always fluctuating. We may have not updated our price to reflect a recent price change. Our formula might just be stupid in some way.
​
If you see a crazy price, please send an email to support@justrentlah.com – We’ll check on that price for you and adjust it if necessary.
Have a question we do not have an answer here for? Feel free to ​drop us a message through our Facebook Chat!