FREQUENTLY ASKED QUESTIONS
Don't hesitate to contact us if you can't find your answer here.
Don't hesitate to contact us if you can't find your answer here.
Atlanta, GA: 6065 Roswell Rd #350, Atlanta, GA, 30328. We are located in Sandy Springs just outside the perimeter. We are only a few blocks away from both I-285 & GA 400 inside the Northside Tower Building.
Dallas, TX: 16475 Dallas Parkway #375, Addison, TX 75001. We are located in Addison right off the Dallas North Tollway. We are also close to LBJ Freeway (I-635) and the George Bush Turnpike (190) inside the Guaranty Bank & Trust Building.
Washington, DC: 1025 Connecticut Ave NW #609, Washington, DC 20036. We are located on the same block as the Farragut North station (red line), and two blocks from Farragut West station (orange, blue and silver lines) inside the Blake Building.
For more information visit our locations page.
You will create your own password-protected account when you place your first order. After you have added what you are looking to rent to your shopping cart, you will fill out the "New Customer" form located on the check out screen. There, you will enter in your desired email and password.
We accept all major credit and debit cards. Please note we do not accept cash, checks, virtual, reloadable or pre-paid cards (e.g., Venmo and Cash App cards).
We strongly encourage that you place your order online and complete the verification process before coming to the office, especially if you are a new Aperturent.com customer. This ensures that we can process the order and have everything ready for you before you come in. It is possible to place an order in person at our offices, however keep in mind our verification process can take up to 3 hours on high volume days as we process orders in the order they are received.
If you need someone else to pick up your order please notify us as soon as possible. In most cases this can be done by signing an Authorization Form specifically for that order, which we will need to e-mail to you. Please note that in some cases the cardholder will need to be present for the pick up.
Yes. You can place orders as far in advance as you'd like, this will help ensure that the item will be available for the date you need it. Our system will monitor reservations and allocate equipment to your order as your reservation date comes closer.
You will be able to select the date you would like to pick up or have your rental delivered during the checkout process.
The optional insurance offered through our website covers damage only. It does not cover water damage, missing parts or accessories, or lost/stolen equipment.
There is a 10% deductible based on the retail value of the piece of equipment being insured. For example, if you rent a lens that has a retail value of $1,000, the deductible is $100. In the event the equipment is damaged, we would send it off for repair and the charge to you will be based on the repair cost. If the repair total is less then the deductible (in the example, less than $100) then you are responsible for the repair amount, if the repair is greater than the deductible (in the example greater than $100) then you are only responsible for $100.
The insurance prevents you from having to pay for an entire repair, or full replacement cost in case of extensive damage.
We do our best to go through every piece of equipment and make sure no issues are found before it's assigned to another customer. However, if you find your rental is not working as expected please give us a call or email us right away, even if you find the issue outside of our regular business hours.
If you need to notify us after hours it is best to e-mail firstname.lastname@example.org as we will get your message quicker that way, or you can leave a voicemail at our main number which is (866) 360.6161. We will get back with you as soon as we can. In most cases, we can troubleshoot the issue with you over the phone. If not, we can arrange to exchange the equipment, we are here to help!
We are always expanding our inventory. You may request equipment we are not yet carrying by filling out our short Gear Request Form. Once you submit the form we'll notify you as soon as possible if we are able to add the item to our inventory.
We don't include printed user guides with the equipment, however we offer PDF guides for most of the items we carry, you can find them under the User Guides section.
Yes. When you refer someone to us, you will earn 10% of your referral's total rental fee. It's as easy as forwarding them a link to our site. Visit our Referral Program page for all the details.
With the frequent renters program, you can have 10%-15% discount applied automatically to all of your rentals.
However, you must maintain the 10/20 rentals within a 12 month period in order to keep your discount, meaning 10/20 completed orders within the last 365 days of your current order. If your rentals lapse a few days, weeks or months, it is very likely that you will not be qualified for the same discount. You can easily reestablish the discount by having the required amount of rentals for each level.
For more information on our frequent program visit our Frequent Renters page.
Visit our ebay page Used Camera Place for a list of used equipment we currently have for sale. At this time, we do not buy used equipment.
Studio space is available in Atlanta, GA through Aperturent Studios.
When you place an order with us there is a pending charge implemented to the card. We don't capture the full transaction until your order is picked up or shipped out. When you cancel your order prior to picking up (or us shipping it out), the funds are immediately released on our end. It is then up to your bank to release the hold and make the funds available in your account.
For some banks this process is immediate, however it is possible for this process to take between 48 and 72 hours. If you still see a pending transaction and want to expedite the process, you can call your bank and let them know that the transaction has been voided.
If you have not picked up your order (or it hasn't been shipped out yet), you may cancel it anytime without a cancelation fee. To cancel your rental, log into your Aperturent.com account. If you need help, don't hesitate to e-mail or call us. Please note we are unable to cancel a rental once it has been picked up or shipped out.
☃️ WINTER BREAK HOURS: Our offices will be closed for Winter Break on 12/23/2023 and will reopen on 01/02/2024. Get up to 10 FREE rental days. Any rental with a return date scheduled on the dates below will be automatically extended at no additional charge until Tuesday, 01/02/2024 when we reopen. On top of that, you can get 10% OFF by using the code WINTER10 at checkout!
Please find service updates for each of our office locations below.
While we do our best to keep the rental process as simple as we can for our customers, we have to process all orders through our own insurance company. As part of our standard order verification process, we must ask for identifying documents to make sure nobody is using your credit card without authorization.
For local customers we ask for this information in advance in order to expedite the pick-up process. Verifying a new customer can take up to three business hours, by sending the requested documents in advance we can make sure your order ready when you get to our office. Our verification process cannot begin until we have received the documents.
Our verification process for new customers typically takes about three business hours. The process can take longer on high volume days as we process orders in the order that they are received. We recommend monitoring your e-mail. We will send you any requests for additional information via e-mail, as well as confirm once your order has been processed.
A Certificate of Insurance (COI) may be requested for certain orders based on the value of the equipment being rented. If you have a business insurance policy, you may be able to issue a certificate of insurance through your insurance agent. Personal insurance policies such as renters or auto insurance cannot be used. The certificate must list us as an Additional Insured and Loss Payee, and it must specifically list rented equipment coverage. Our information for the certificate should be listed as:
6065 Roswell Road #350
Atlanta, GA, 30328
Please note selecting the insured option for an item on our website does not eliminate the requirement for a certificate of insurance. The optional insurance offered through our website covers damage only (visit our insurance FAQ page for more details) and does not cover lost or stolen gear.
While we do our best to approve most of our orders without the need for a deposit, in some cases a deposit may be requested to meet the requirements of our own insurance company. We will always confirm with you before placing any additional holds on your credit card.
It is against our company policy to allow the use of someone else's credit card to place a rental order. All order information, including cardholder name and billing address, must match the credit card used to place the order. We do not allow sharing of Aperturent.com accounts.
You will receive an email once your order has been verified, the status will also update to "Order Verified" when you log into your account. After verification, you will receive a secondary email and text message once the order has been packed.
We use FedEx 2-Day services unless Fedex Overnight is requested during checkout. Orders will generally ship out the same day as long as they are placed by 3:00pm EST, provided we receive your documents in order to complete our order verification process. At this time, we are unable to schedule deliveries on weekends.
When you reserve an item for a future date, we will plan accordingly and ship it for you to receive it on the date you select during checkout.
All our shipments require signature upon delivery. If you are unavailable to sign for your shipment, you may contact Fedex for other delivery options such as picking up at one of their locations.
Please note the signature requirement cannot be waived due to the value of the equipment we rent.
Once you are done with the rental - prepare the order for shipping using the box/supplies you received from us, cover the original shipping label with the included return label, and drop off the package at a staffed Fedex Print & Ship location. Make sure to get a receipt.
Please do NOT leave the package at a drop box, hotel front desk or unattended outside of your home (this includes self service drop boxes located inside FedEx stores). The equipment will be considered to be in your possession until a Fedex employee scans the package and it may get lost without any record of you returning it if you don’t see a Fedex employee scan the label.
Yes. If you decide to ship your order back to us, we ask that you always use insured Fedex or UPS to return your rental. Make sure the items are secured and packed properly.
We do not recommend using USPS. Please note any delays caused by shipping your items back using USPS will result in additional fees to your account. Our mailing address:
Your rental period begins the day the order is delivered to you (or the day of the first delivery attempt if you are unavailable to receive the package).
Transit times are not counted towards your rental. For example, if you rent an item for 7 days and receive it on a Monday, you will keep it for the full 7 days and would need to drop it off at Fedex the following Monday.
In most cases, you will be able to extend an existing rental. You can do so by logging into your account and visiting the order history tab. There, you can get a quote and process extensions for any additional time you need. Visit our extensions page for more information about our extension policies and pricing.
Yes, we will email you a receipt as soon as your order is back and completed in our system.