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The Lens Depot.com

Lens, Camera, Video, Lighting and Drone Rentals

Frequently Asked Questions


We hope that you find an answer to your question below. If you do not, please e-mail us HERE


First Time Renters

We recommend first time customers read through How it Works. Please be advised that first time renters are subject to an ID verification check by our security department. Once your order is placed, you will receive a receipt from us. If you are a first time customer, click the "New Customer Verification Instructions" link at the top of your invoice.

Verification can take up to 2 hours after we receive the information we requested from you. If you are placing an order to ship or be picked up the same day, please make sure you give us enough time or your order will not ship or be ready for pick up.

Our cut off is 3PM EST. Orders placed after that can ship or be picked up as early as the following business day.

If we do not hear from you within 24 hours, we will contact you once more. If we do not hear from you after that, we cannot hold the equipment and your order will be canceled.

Do you charge a deposit?

In most cases we do not, however we take into consideration rental history and the value of the equipment requested to determine if a deposit is necessary. First time customers, please check your email after placing your order, as we will require additional information to finish processing and approval. We have strict policies regarding shipping addresses and identity verification procedures.

When does my rental period begin and end?

The rental period starts the day UPS delivers your package or attempts delivery. All orders are shipped Signature Required. Your rental period then ends on the date you request your rental to end. So for example, the package arrives on a Friday and the rental period selected was one week, then the package must be dropped off to a UPS location (not a drop box) before the last pick up of the day on the following Friday.

If the package is dropped off after the last pick up of the day, it will not ship that day and will be considered late.

For local customers the rental period starts on your selected start date and ends on your seleted end date. If the equipment is not picked up on your scheduled date and you do not contact us to reschedule before the end of business, then your rental will begin.

When will my order ship?

If an order is placed and approved by 3PM EST (Mon-Fri) it can ship out that same day. If you request a specific delivery date, we will then ship accordingly.  All orders are shipped Signature Required.

Do you take reservations?

Yes, we can take reservations up to 8 weeks in advance of your delivery/pick-up date. Just select the date you would like to receive the equipment so we can make the appropriate allocations.

Do you have local pick-up and drop-off or are you online only?

Yes, we offer local pick-up/drop-off in Orlando and Tampa. Please visit our Pick-up Locations page for more information about our locations.

Can I specify a date for delivery of the equipment?

Yes you can. During checkout, you will have an option to select the date you would like to receive the equipment.

Do you offer Saturday delivery?

We do not offer Saturday delivery service. You must have your equipment scheduled to be delivered Monday through Friday.

Also, all of our pick-up locations are closed on the weekends.

Can I rent multiple items?

In most cases, yes. We do however have a limit as to how much equipment is out or in transit per customer. Please contact us for specific details.

I'm local, when can I pick up my rental?

Once you place your order online and we contact you to let you know your order is ready.

Orlando Office Hours: Monday - Friday 9:00 AM - 5:00 PM

Tampa Office Hours:   Monday - Friday 9:00 AM - 5:00 PM

Do you offer daily rates?

Yes, our minimum rental term is 1 day.

Can I return my order back on a Saturday or Sunday?

Unfortunately all of our locations are closed on the weekends. Your end date must fall on a Monday through Friday.

Is the equipment in good condition?

Yes! We check and clean each item before it is shipped out. We guarantee the cameras and accessories are working, and the glass is clear.

Does my shipping need to match my billing address?

Yes, but we can also ship to a verified home address, place of employment or a UPS Distribution Center. We will require additional personal information to verify the shipping address.

Please keep in mind the order can only be shipped to the person on the billing portion of the rental. The only way to forgo this policy would be with a deposit for the retail replacement value of the equipment from the customer that paid for the rental.

What comes with the equipment?

Each lens comes with front and rear caps and all of them have hoods (if available by manufacturer). Cameras will come with 1 battery, a charger, front cap, eyecup and strap. Flashes will not include batteries. Camera grips do not include batteries.

What if the equipment is damaged in transit?

We make sure the equipment is packed and secured very well. Usually if the box is not damaged then the equipment is typically not damaged. That being said, accidents can occur from time to time.   E-mail us in the event that a piece of equipment malfunctions within the first 3 hours of delivery and we will either exchange or refund the rental price plus shipping. Exchanges are subject to the limits of our stock. Both exchanges and refunds are contingent on verification of problem.

What if I damage the equipment?

E-mail or call us immediately. Our lease agreement states that if the equipment is damaged you are responsible for 100% of the repairs plus a flat 20.00 for shipping(to the repair facility) and or the replacement value if not repairable. If you do select the damage waiver and the item is repairable, you would be responsible for 10% of the replacement value OR the cost of the repair itself plus a flat 20.00 for shipping to the repair facility, whichever is less. For example, you damage a $2400 lens and the repair is $700, you would be responsible for $240+20 for shipping. 

Do you offer a damage waiver?

We offer an optional damage waiver that limits your liability for unintentional damage to 10% of the replacement value OR the cost of the repair itself, whichever is less.  For example, you damage a $2400 lens and the repair is $700, you would be responsible for $240. See our Damage Waiver page for more details.

What is considered damage?

Minor scratches to a lens barrel, hood, flashes and cameras are considered the results of ordinary wear and tear and will not result in damage assessments. Scratches to the glass, screens, couplings, buttons, mirror or any part that affects the equipments performance will be considered damage.

When is my credit card charged?

You card is Authorized once your order is placed in order to ensure availability of the equipment.

Do you ship to Alaska and Hawaii?

Yes we can.

How long does shipping take?

Shipping time is based on what shipping method you select. Please be aware that UPS strives for 100% commitment time but delays do occur. We recommend giving yourself and extra day or so before you actually need the item.  All orders are shipped Signature Required.

How much is shipping?

Shipping to you and back to us is calculated at checkout based on delivery address and method of shipment.

How do I return the equipment?

We will have a prepaid return-shipping label in the box with the items. Repack the lens, camera or accessories with everything we sent you in the box and padding it came in. Seal it, put the return label on it, and take it to your local UPS.

It is the lessee's responsibility to get a receipt from UPS when dropping off a package for shipment back to us.

Can I extend my rental?

Yes you can, just contact us via e-mail or phone prior to the end of your rental period. We will let you know if it is available to extend.

If I extend my rental, can I just pay the difference from what I have already paid?

Unfortunately no, any subsequent extensions are based on a new rental period. So if you think you might need more time, it comes out less expensive to book the longer time period from the beginning.

If you contact us prior to your return date &/or time you will receive a 10% discount on your extension rate. If you contact us after your return date &/or time, the new rental period will be charged at full price.

Do you charge late fees?

Yes, we do. Late fees will be calculated at the one day rate per item per day. Rentals not dropped off or shipped back on a Friday will automatically be extended at the 3 day rental rate.

Do you have a cancellation policy?

Cancellations are made by contacting us via phone or e-mail. Cancellations made within 3 business days of scheduled shipment or pick-up will incur 50% of the 3 day rate for each item rented. For 1 day rental orders, fee will be 50% of rental.

Failure to pick up a 1 day rental will result in a 100% cancellation fee.  Failure to pick up a 3 Day rental on a Friday from any of our locations will result in a 100% cancellation fee.

What happens if I miss my scheduled local pick-up date?

If you are unable to make your scheduled pick up date you must notify us before the end of business to make other arrangements. If we do not hear from you, your rental period will start on your originally requested pick-up date.

Failure to pick up a 1 day rental will result in a 100% cancellation fee.  Failure to pick up a 3 Day rental on a Friday from any of our locations will result in a 100% cancellation fee.

Do you ever sell your equipment?

From time to time we do sell some of our older inventory. When equipment becomes available it is posted on our Items for Sale page. 

I have other questions not seen here?

E-mail us and we will be happy to answer your questions.