Frequently Asked Questions

Find answers to our most frequently asked questions. Don't hesitate to contact us if you can't find your answer here.

General Questions

What is your address?

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.

What are your store hours?

  • Monday - Friday: 9:30am to 5:30pm
  • Saturday: 9:30am to 12:30pm
  • We are closed on Sunday

How do I create an account?

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.

If you would like to create an account to refer your friends before you place your first order, you may do so at the following link: https://aperturent.com/account/create. Please note your information will not be verified until an order is placed.

What forms of payment do you accept?

We accept all major credit and debit cards. We do not accept cash, checks, prepaid or reloadable cards.

Credit Card Logos

Can I walk in and place an order?

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.

Do you charge a deposit?

We do not require a deposit for most orders, however in some cases a credit card deposit, certificate of insurance (or both) may be needed to meet the requirements of our own insurance company.

Can I send someone else to pick up a rental for me?

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.

Can I reserve equipment for a future date?

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.

Future Date Reservation

What does your insurance cover?

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. 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.

How do you count rental days?

  • Local Pick Up Orders: We count our rental days by starting the day you pick up. For 3-day rentals, you get your order for 3 nights and you return on the fourth day. For example, if you pick up a 3-day rental on a Monday, your return day would be Thursday. Same policy for all other rental periods. If you rent for 7 days, you will keep the order for 7 nights and return on the 8th day. You have the entire business day to return rentals (by 5.30pm Weekdays, by 12.30pm on Saturdays). If your return day falls on a Sunday or a holiday, a day is automatically added to your order at no additional cost.

  • Shippping Orders: Shipping orders work the same way, we start counting the days the order is delivered to you (or the first delivery attempt, if you are unavailable to sign for the delivery). For example, a 3-day rental delivered to you on Monday will be due to be shipped back on Thursday. Transit times do not count towards your rental period. Our orders are shipped using FedEx 2-day service (or overnight at an additional cost). We are unable to deliver on weekends.

I'm having an issue with the equipment I rented, what do I do?

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 info@aperturent.com 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!

You don't carry the item I need, can I request it?

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.

Do you provide a user guide with the equipment I rented?

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.

Do you have a referral program?

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.

Why am I not getting my frequent renter discount anymore?

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.

Do you buy or sell used equipment?

Visit Used Camera Place for a list of used equipment we currently have for sale. At this time, we do not buy used equipment.

I canceled my rental, why is there still a charge on my bank account?

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.

Do you have a cancelation fee?

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.


Order Verification

Why am I being asked to send documents?

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.

How long does the verification process usually take?

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.

Why are you requesting a certificate of insurance?

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:

Aperturent.com
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.

Why are you requesting a deposit?

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.

Can I use someone else's credit card to place a rental?

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.

My order is still showing In Process, how will I know it is approved?

You will receive an email from one of our verification agents when your order is processed. Additionally, the status will be update on your Aperturent.com account. When you log in, you will see an "Order Accepted" label next to your order once everything is Approved.


Shipping

How soon will I get my order?

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.

Do I need to sign for the delivery?

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.

Can I pick up my order and ship it back to you?

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:

  • Atlanta Returns
    6065 Roswell Road #350
    Atlanta, GA, 30328

  • Dallas Returns
    16475 Dallas Parkway #375
    Addison, TX, 75001

Can I have my order shipped and return it in person?

If you had your order delivered but would like to return it at one of our offices, you can bring them back any time during our operating hours. We will refund your return shipping charges upon returning to one of our locations.

Do you count transit times towards my rental period?

Your rental period begin 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.


Returns & Extensions

Can I extend my order?

In most cases, we are able to extend an existing rental. Email or call us to let us know how long you would like to extend the rental for. If for any reason we cannot extend your order, we will let you know at that time.

Visit our extensions page for more information about our extension policies.

Can I send someone else to return a rental for me?

Yes, we will email you a receipt as soon as your order is back and completed in our system.

I need to return earlier than expected, will I receive a refund?

Our minimum rental period is 3 days. We will be unable to refund any unused days on a 3-day rental. However, if your original rental is longer than 3 days and you need to return early, we will adjust the rate to the number of days you used and refund the difference to your original payment method.

Do you have a drop box for after-hours returns?

We do not offer after-hours local returns. All orders must be returned during operating hours. If you are unable to return in person during our regular hours. you may ship your rental back to us via Fedex or UPS.

Contact Us

E-mail: info@aperturent.com
Phone: (866) 360.6161
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