OUR RENTAL PROCESS
How does your rental process work?
Simply shop for the items you want to rent and add to the shopping cart. Then follow the checkout procedures to complete your rental. We then ship your equipment on the day you requested and as soon as your rental period is over, pack up the gear in the same packaging and apply the prepaid label we provided you to the outside of the package. It’s that easy!
DO YOU HAVE AN APPROVAL PROCESS?
Yes, both online orders and local pickup orders go through a verification process. We do this to avoid any identity theft or fraud and to be absolutely sure you are who you say you are and to be sure our equipment is returned back to us. For customers requesting to receive payment terms / NET30, there is a more in depth and application process. See BILLING section below for credit terms.
What is the cancellation policy?
For all local rentals and shipped rentals, we require a 24 hours notice before local pickup or shipment is created. Depending on the demand for the items reserved, we may have to charge between a 50% and a 100% cancellation fee. (Items that are sub-rented are always subject to a 100% cancellation fee.)
What is the Local Pickup & return policy?
We make every effort to honor the one-day rate for renters picking up the day before usage and returning the morning after. However, in some unusual cases, renters may make their orders back-to-back for the same exact item. For instance, Renter A wants the item on a Tuesday, and Renter B wants the item on a Wednesday, and we have no extras in stock. In situations such as this, we will contact you immediately with a solution.
Typically, if you’re a Renter A-type, we’ll request that you return first thing the next day, and if you’re a Renter B-type, we’ll just have you come in the morning of your rental day and pickup. We know this isn’t always convenient, so we’ll try to come up with a solution that works best for all parties.
For local pickups, please select your USE dates ONLY for the receive and return dates. You will be able to pickup the day before and return the day after (business days only – weekend rentals are different).
What forms of verification do you accept?
If you are renting with us, local or out-of-town, we typically ask for a photocopy of your ID and credit card to have on file. Basically, this helps us figure out that you are who you say you are! These items can be photocopied and emailed to firstname.lastname@example.org. We do not share these items with anyone whatsoever.
What is the late return policy and fee?
Late fees are applied to rentals that have not been extended and are not returned on time. For each day the rental is late, the rental cycle will start over.
WHAT TYPES OF PAYMENT DO YOU ACCEPT FOR SHIPPING AN ORDER ONLINE?
For shipment orders, we only accept all major credit cards (Visa, Mastercard, American Express, and Discover).
WHAT TYPES OF PAYMENT DO YOU ACCEPT FOR LOCAL PICKUP RENTALS?
For local pickups, we accept all major credit cards, checks, and good ole U.S. dineros. Everybody loves cash. In fact, if we didn’t accept cash we’d be violating federal law. That’s what the term “Legal Tender” means.
DO YOU CHARGE A DEPOSIT?
In most cases we do not charge a deposit for the smaller lenses, accessories, and DSLR style cameras. However, on occasion we will charge a deposit for high value items and / or require you to submit an insurance policy. These deposit requirements are as follows (and are based on our verification process):
Local Unverified Renters
If total items rented have a total replacement value at or over $1000, this will require an account application and a hold on a credit card that is at least $1000. If total items rented have a total replacement value at or over $10000, this will require an account application, a hold on a credit card that is at least $2000, and a certificate of insurance.
Online Unverified Renters
If total items rented have a total replacement value at or over $1000, this will require a hold on a credit card that is at least $2000. If total items rented have a total replacement value at or over $10,000 , this will require a hold on a credit card that is at least $2000 and a certificate of insurance.
DO YOU OFFER CREDIT TERMS/NET30?
Yes, you must complete a credit application and when approved for credit, we will invoice you for the equipment on NET30 terms, ie. you have 30 days to pay from day we invoice you. Late charges are applied if we do not receive payment by the due date. Over due invoices after 30 days are subject to a 3% penalty. After 60 days past due, a 6% penalty will be assessed and after 90 days, a 9% penalty and the account will then go to a collection agency. Once the application is completed in full, please allow 2 to 3 days for the approval process.
First time renters will require payment upfront unless otherwise specified. After the application, NET30 will apply.
What are the cutoff times for shipping?
To receive an overnight shipment, the cutoff time for shipment is Monday through Friday, 3 p.m. Central Standard Time. All orders placed after 3 p.m. will be shipped on the following day (or on the future date of shipment)
What shipping carrier do you use?
We ship our packages via Fedex.
What if my item does not arrive on time?
Most of the time packages arrive as scheduled. On some rare occasions, there are issues with the shipping carrier that delay packages. We ask that you give yourself an extra day or two before your shoot to be sure you have everything you need.
Is a signature required?
Yes, a signature is required for all shipments.
Will the equipment be in good working order?
We test and retest all equipment upon check-in and check-out to be sure it is in perfect working order before it arrives to your shoot. Unfortunately due to mishandling issues (which are out of our control) in transit after it leaves our office, we cannot guarantee the condition of the equipment (although this is very rare). From time to time, internal camera software can randomly become corrupted (also out of our control) or have known bugs, so please do research on your desired rental prior to ordering.
What if my equipment arrives damaged or doesn’t operate properly?
For local pickups, even though it is already tested and retested, we ask that you test the equipment yourself with a TVC associate before it leaves our office to be sure everything is in proper working order. If you have been shipped equipment that has been damaged, first, call us immediately. Please ship back the damaged equipment as soon as possible so we may assess the damages and file a claim with the shipping carrier. We will send a replacement immediately.
What if I damaged an item and I purchased the damage waiver?
Contact us immediately. Then return the item and we will evaluate the damages and determine an exact cost for the repair. In some cases, it is necessary for us to ship certain items to the manufacturer or an authorized repair center, thus the repair estimate process takes a little longer (about 3-5 business days). Once we receive the repair estimate, you will be charged a 10% deductible for the replacement cost of the item’s value, or the entire repair fee, whichever is cheaper.
What if I damaged an item and I DID NOT purchase the damage waiver?
Contact us immediately. Then return the item and we will evaluate the damages and determine an exact repair estimate. In some cases, it is necessary for us to ship certain items to the manufacturer or an authorized repair center, thus the repair estimate process takes a little longer (about 3-5 business days). Unfortunately, since you did not purchase the damage waiver, you will be fully responsible for 100% of the repair fees or replacement costs including any shipping charges incurred. Furthermore, you will also be responsible for loss rental fees for every day the damaged equipment is out of our rental department for repair. Once we receive the repair estimate, you will receive an invoice for the repair as well as any other fees incurred and you are responsible to pay the repair invoice in full upon receipt. If these fees are not paid within 7 days, it will go to a collection agency.
What if I damaged an item and I submitted my own insurance policy?
Contact us immediately. Also please notify you insurance agency. Then return the item and we will evaluate the damages and determine an exact cost for the repair. In some cases, it is necessary for us to ship certain items to the manufacturer or an authorized repair center, thus the repair estimate process takes a little longer (about 3-5 business days). Once we receive the repair estimate you will be notified of the cost of the repair. Unfortunately, we must be compensated in full for the repair or any repair fees, in full, upon receipt of the repair estimate. After that you may file a claim with your insurance agency. Since deductibles vary from coverage to coverage, the claim process is up to you. If the equipment estimate goes unpaid, you will be responsible for loss rental fees for every day the damaged equipment is not repaired, out of our rental department. If you need assistance with filing a claim with your insurance agency, please let us know.
What is the Damage waiver?
You may choose to purchase the TVC damage waiver that protects you from liability for unintentional damage to the rental item. If you do purchase the damage waiver and an item is damaged, you either pay a deductible of 10% of the replacement value of the item, or the repair fee whichever is cheaper. If you do not purchase the damage waiver, you will be responsible for 100% of the repair cost or a replacement of the item. The Damage Waiver does not cover lost or stolen items nor does it cover water, sand, or intentional damage as that is considered to fall under the category of negligence.
May I submit my own insurance policy?
Yes, absolutely. We actually prefer it! Many of our customers, whether they be production companies, videographers, or photographers, carry their own insurance policy that covers rental equipment.
What are the requirements for the insurance certificate?
A document, delivered by your insurance company, that states the terms of your insurance policy and specifically includes The Video Company as as a company covered by the policy. The company issuing the policy must be a reputable and well known provider of insurance. Click here for an (example insurance certificate.) The certificate must include the following items:
- Liability Insurance must meet the following minimums:
- Commercial General Liability $1,000,000 per occurrence and annual aggregate.
- Limits that exceed all property at risk, regardless of source. Property insurance must cover the total value of the equipment being rented.
- Rental equipment must be insured during transit and at location of shoot! Not just at the insured policy holders address.
- Automotive Liability $1,000,000 combined single limit.
- If taping from an aircraft, Aircraft Liability $5,000,000
- The Video Company, LLC. must be listed as “Loss Payee” and “Additional Insured” for liability coverage with regards to the rental equipment.
- 10 Days written notice to The Video Company before any policy can be modified or cancelled.
What does the insurance certificate look like?
Click here to view a sample insurance certificate.
What are your hours of operation?
We are open Monday through Thursday 9a-5p, Friday 9a-6p, and Saturday 9a-1p. We are closed on Sundays.
Where are you located?
Our office is conveniently located near downtown Nashville, TN, four blocks west from the I-40 Broadway exit, right off West End Avenue near Baptist Hospital and Vanderbilt University. Map
Can I come into your Nashville store to meet the TVC crew and get my hands on some of your gear?
ABSOLUTELY! We would love for you to come by and visit us! The Video Company was built on customer interaction. In fact, if you are unsure about your rental selection, we feel a hands-on experience is the best way to decide exactly what you want to rent. Some online rental companies don’t want to see you… we prefer it!
Can I pickup equipment after hours at TVC?
Yes, absolutely. However, there will be an after hours fee for each after hours visit. Sorry ???? As much as we love what we do, we can’t ALWAYS be at TVC. If you place an order online that requires an after hours pickup or return, please contact us immediately to confirm the times. Weekend pickups or returns will typically be automatically confirmed by one of our staff within 24 hours.
Do you have an after hours/emergency contact number?
Yes we do! We understand “things” can happen on set. Simply call TVC 855-588-2882 and follow the prompts to place an emergency call. We ask that you PLEASE ONLY USE EMERGENCY CALLS FOR EQUIPMENT RELATED EMERGENCIES.