Orders and Reservations

Reservations.
Providing your order is for a period of 4 days or longer we will be happy to accept reservations. All you have to do is specify the shipping date on the checkout page and we will then send you an email confirming the reservation. As long as we can verify the credit card and shipping information that you provide, we will ship your order on that date. You will then receive a second email telling you we have shipped your lens, along with tracking numbers, expected delivery date, and the date you’ll need to ship everything back.

IMPORTANT: When reserving an item for a critical date such as a vacation or a wedding shoot, etc., please pay special attention to the shipping options. While UPS claim that 99.4% of all packages reach their destination on time, not all packages do due to unforeseen circumstances such as accidents, bad weather, closed airports and roads and we therefore cannot guarantee a delivery date with 100% certainty. Thus, if you do have a deadline for the arrival of the rental item and it's vital that you receive it by that date, please give yourself a buffer by requesting the item to arrive 2-3 days before the day you actually need it.

Can I place an order for an out of stock item?
We accept orders for "out of stock" items. The Expected xxx Date" message is displayed under the item description and shows the date when we expect to ship the item out. Our dynamic intelligent reservation system ensures that any item forward ordered by you arrives on the requested date by calculating the shipping days and alerting us as to when the order has to leave our office.

How does the rental process work?
Pick the items you'd like to rent by selecting the rental options and adding the item to the shopping cart, making sure the item is available by looking for the availability date on each product. If it's not in stock now, the date that it is expected back will be displayed.

On the checkout page simply enter the date you'd like your items shipped.  Enter today's date if you would like it shipped as soon as possible, or enter a future date to create a reservation.

Select the shipping method. We offer flexible shipping using 2nd Day Air, 2nd Day Air AM, Next Day AM for that item you need in a hurry and 2nd Day Ground (where applicable). You pick the shipping date and the service. The only exception to these rules is for State of Florida customers who will receive their packages via UPS Ground as packages get delivered overnight in the Florida area.

Payment information is required at checkout, but your credit card will not be charged until we ship the items out.

IMPORTANT:Please note that a signature is required on all packages.

When you need to send the items back to us, repack the lens in the box and packaging materials it came in, seal it and apply the pre-paid shipping label that was supplied in the box when it was delivered to you and then take it to your nearest UPS store. The package cannot be dropped off in a drop box due to liability reasons.

How is the Rental Period defined?
The rental period starts on the day the shipping company delivers (or attempts to deliver) the item. The duration of the rental period is the number of rental days you selected on your order and the item must be returned on that last day. The transit times to and from The LensPal don’t count toward your rental period.

May I cancel a reservation?
An order may be cancelled without penalty providing you do not cancel within a 7 day window prior to shipping or picking up an item. However, should you cancel within that 7 day period then we will levy a charge equivalent to a four day rental per item. Your order cannot be cancelled after it has shipped.   

May I extend my rental period?
We will endeavor to extend your rental, but cannot promise it.  We can only extend the rental if we have spare stock or the item is not reserved for someone else.

Contact us with your request for a new return date and include your original order number and contact phone number. We will work with you on a new arrangement. 

Extensions will be charged at 80% of first week rates providing this is requested on or before the ship-back date. Extended rentals will retain the terms of the original order.  If you keep the equipment beyond your rental period and don’t contact us first, late fees will be applied.

Can I take rental equipment out of the US?
Equipment may leave the U.S without notifying us. However, the items must be delivered to and returned from a U.S address.

Can I pick up the rental items in person?
Local pick-ups can be arranged by appointment only if you are in the Orlando area. This is a good idea if you are fairly local and wish to get your items more quickly and of course save yourself shipping costs.

How do I place an order for local pick-up?
Please place the order through our website and under the shipping option section on the checkout page, select "I wish to pick-up the order” and then choose the pick-up address that’s convenient to you and lastly in the “I Want To Pick Up the Order or Have It Arrive On”box state the date you want to pick-up the item(s).

IMPORTANT:The person who places the order needs to be the one who picks it up and we cannot release rentals to friends, family members, etc., unless there are extenuating circumstances. Additionally, you will need to provide a state-issued picture id and the credit card used during the ordering process to pick up the rental.

Where can I pick up my rental?
Please see below for the options available. All options apart from our main office in Winter Garden are simple distribution centers with no access to billing, stock lenses, cameras etc. Please contact us directly if you have any issues.

IMPORTANT NOTE: Before coming to pick up your rentals at any of these locations, please place an order through our web site first and we'll e-mail or call you as soon as the items are available for pick-up.

Option #1 (Primary): 213 South Dillard Street, Suite 330A, Winter Garden FL 34787. Rentals may be available on the same day if possible.
Pick-up is strictly on an appointment only basis and customers must first phone 407-993-8100 to make suitable arrangements. There are no surcharges for picking-up packages at this location.

Office Hours: (Monday – Friday) 9am - 6pm (Saturday) Closed (Sunday) Closed.

Option #2: Winning Ways, 401 Center Pointe Circle, Suite #1505, Altamonte Springs, FL 32701 Phone: 407-841-1485. A small $15 surcharge will be levied for this service.

Office Hours: (Monday – Friday only) 9.00am – 5.00pm

Option #3: Kiwi Camera Service, 1880B Kentucky Avenue, Winter Park – Phone 321-303-2757. A small $15 surcharge will be levied for this service.

Office Hours: (Closed Monday) (Tuesday – Friday 11.00am – 6.00pm) (Saturday 11.00am - 4.00pm)