FAQ - JustRentLah | Rent Camera, Lenses, Drones and other Gears for your needs

Frequently Asked Questions

Announcements

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)
Sat - Thu : 2.30PM - 5.30PM
Fri : 2.30PM - 7.30PM

Return Timing ( 1 Day after Rent End Date)
Daily : 10.30AM - 1.00PM

Operating Hours (Equipment Rental)
Sat - Thu : 10.30AM - 1.30PM, 2.30PM - 5.30PM
Fri : 10.30AM - 1.30PM, 2.30PM - 7.30PM

*Lunch break 1.30PM-2.30PM

Eg if your rent start date is Saturday, you can collect your order on Friday between 2.30PM-7.30PM. If your rent end date is Sunday, your order will be due for return on Monday by 1.00PM. You may return your order on Monday between 10.30PM-1.00PM or earlier (During opening hours)

Where can I collect / Return my order?

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 refundable security deposit depending on the equipment itself or based on our review of your order based on a selection of criteria. Also, if you are renting from us for the first time a refundable security deposit may be required (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.

when do i make payment?

You can make payment when you collect your order at our office. If you have opted for delivery, we require full payment to be made before we can confirm your order.

What payment methods do you accept?

We accept payment via PayNow/PayLah/Cash

Rental Extensions & Late Returns

CAN I EXTEND MY RENTAL?

If you need to extend your rental, please get in touch with us as soon as possible. If the equipment has not been reserved for another customer, we will happily extend your rental. This additional charge will be the balance of the outstanding hire period (inclusive of discounts, if any).

If you originally rented for 1 week and wish to extend your rental by another week , you will be charged the difference between the 1 week and 2 week rate, not another new 1 week rate. In other words, it will be as if your rental was for 2 weeks initially, much cheaper this way.

Note: If the equipment has been reserved for another customer and your extension request is declined and/or you do not inform us and fail to return the equipment on time. Your late return will be treated as a new order at non discounted rates instead of an extension, all fees are chargeable until the equipment is returned.

how are late fees calculated

There is generally a 30 minute grace period for all rentals. The default return time is 1.00pm (daily) if you return your order past 1.30pm you will be charged an additional day rent. Eg if you rented a camera for 7 days, but returned it after 1.30pm you will be charged for 8 days rent. Please note that our lunch break is between 1.30-2.30pm, basically any orders returned after our lunch break, an extension fee would apply.

Late returns after 3.00pm will be considered as a new rental (discount not applicable). This means that it is cheaper to extend a rental than to return your order late.

what happens if i forget to return an item

Let us know as soon as possible. You can either mail it back to us or drop by our office on another day to return it.

In the meantime, the details of our return address are included here:
JustRentLah
6 Ubi Rd 1 #07-11 Wintech Centre S408726

Please include your name and address at the back of the mailing package. Once you get it shipped please forward us the tracking information so that we can keep track of its shipping status. If it's something of high value, we will require a security deposit to be placed. The deposit amount will be refunded once the item is returned to us.

Additionally some items are essential to the operation of an item and may prohibit future rentals until the accessory is returned. In this case additional rental days may be charged until the accessory is returned or replaced.

i forgot to transfer my files

If you forget to your files, let us know immediately. Provided that the SD card has not been formatted, we are able to upload your files onto our local server where you can download from later. We recommend extending your hire period to allocate additional time for file transfer.

Gear Questions

What condition will the equipment be in?

We aim to provide our customers with the best gear possible, its our goal to never have our gear look or act like "rental gear"

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 (Telephoto 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)

What happens if the rented equipment does not work

Despite our stringent inspection process, sometimes accidents or equipment failure can happen. In the event of equipment failure during your rent, please notify us immediately. The sooner you can communicate any issues, the more options we will have in sourcing replacement equipment for you.

THE MEMORY CARD YOU PROVIDED HAS ISSUES, WHAT CAN I DO?

Before each rental we test the included memory cards to make sure that everything is in working order. However, memory cards do fail from time to time, this is something that we have no control over. For most cameras, we include a SD card as a backup card. We encourage customers to use their own memory cards especially for important shoots.

No refunds will be provided in the event that the included memory card fails to perform. If the memory card is salvageable we are able to perform data recover service at no additional cost.

Do you include protective filters?

We include clear protective filters for most lenses that have a filter thread. They are typically B+W or Hoya filters.

Do You include bags?

Yes, either a lens case/bag or camera bag is provided with each order. The provided bags are primarily meant for transportation and protection, if you wish to swap the included bags for a different one (Eg. Switch to bag pack instead of lens case) that's absolutely fine. Please note that bag choices are subject to availability.

Damage and Loss Events

What if the rented equipment is damaged during use?

Don't worry we wont be mad just let us know as soon as possible, we understand that accidents happen. In case of damage please do not repair it yourself and return the equipment to us, we will keep a deposit amount of $200 while we get a quote for repair. If there is no deposit on your order or if your deposit is lower than $200, you will be required to make additional payment.

We will send you an email summarizing the damage based on our initial assessment followed by getting a quote for repair. Our team will then send the equipment to be estimated and repaired. This process can typically takes 1-4 weeks depending on the severity of damage. Once the equipment is repaired we will contact you with the cost and arrange payment. Please note that we expect repair bills to be settled promptly by the responsible party. We will not work with your insurance provider to settle claims.

What do you consider as damage

Any major scratch, scuff mark on the glass, impact or water damage to the body or internal mechanical. Minor scuff marks to the lens barrel, hood, body are considered normal wear and tear, not damage. For most lenses we include a protective filter to protect the lens element.

What happens if the rented equipment is lost or stolen

In both scenarios, you will be responsible for the new replacement value of the item.

Do you offer insurance plans

Unfortunately we do not.

Studio Usage

i have a shoot coming up, can i view the space before booking?

Yes! Viewings are available on an appointment basis, as the Studio may at times be unavailable due to ongoing shoots or maintenance events.

is the studio soundproof?

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.

How do i make a studio booking

Simply get in touch with us at 69514765, whatsapp, email or Facebook/Instagram to make a studio booking

Have a question we do not have an answer here for? Feel free to drop us a message through Facebook Chat!