How can we help?

Your start date is the 1st day you need to use the gear. Your return date is the last day you need use of the gear. We'll ship your gear to arrive the business day prior to your start date. For billing purposes, your actual return date will be the day FedEx receives and scans your return package.

Whenever possible, we recommend that you select a start date that's a day or two before you actually need it giving you a buffer should the unexpected occur.

Select the rental period closest to but not less than your required dates. Unused days will be credited upon early return.

Note it will always be more cost effective to select a longer rental period and receive a credit than to select a shorter period and incur additional charges.

We accept all major credit cards (Visa, MasterCard, American Express, Discover). We do not accept prepaid or gift cards. We also don't accept PayPal, checks, or cash.

Your card will be charged when the order is processed and ready for shipment or pick up.

Identity verification helps us prevent fraud and ensure the security of our transactions. Approval is usually instant but may take 24-48 hours.

In some case, we may reach out to request additional information. If we're unable to reach you in time, your order will be cancelled. While it's rare, we reserve the right to cancel any order if we're not able to achieve sufficient order verification.

Yes, we do require a deposit for some rentals, depending on the value of the equipment. A deposit is needed to secure high-value rentals and protect against potential damage or loss.

A certificate of insurance may be required in some cases for high value rentals.

In this case, you'll need to supply us with a certificate of insurance that covers the replacement value of the rental gear in your order. This certificate must name KEH as an additional loss payee. If you don't already carry rental insurance, you'll need to obtain independent insurance.

We'll require this insurance even if you pay for our damage protection because the primary risk being addressed is that the gear may be stolen.

Yes, as long as we have inventory on hand you can extend your rental.

Please note, however, it's always cheaper to rent an item for a greater length of time and return it early for a refund rather than rent it for a shorter length of time and have to pay to extend for duration. This helps us better manage when we can accept future reservations for the items in your order.

Not a problem. Contact us at your earliest convenience and we'll assist you with a rental extension and help you with your return.

We'll send you a return reminder email the day before your return date. We'll also send you a second notice if your return package doesn't have active tracking the next business day following your return date.

We recommend that you request and hold onto your drop off receipts in case FedEx misses a scan or makes a mistake.

Late fees are calculated as a percentage the original rental period and are charged for each day the rental is late. If a late return causes us to have to expedite shipment to the next customer, you will also be responsible for the delivery charges incurred to ensure on time delivery.

If we receive no communication from you or your extension isn't approved, we'll be forced to turn your account over to collections. Unfortunately, once this process is initiated, it can't be stopped.

The amount sent to collections is the retail value of the gear, plus all related expenses. Even if you send the equipment back, you'll still owe the collection agency fees which are considerable.

Non-return is inexcusable and we'll exhaust all civil and criminal remedies available in the event it occurs.

If your rental period is greater than 7 days, we'll refund the difference between the rental fees you paid and the fees you would have been charged for the length of time you actually had the gear.

This will be calculated based on the average daily rate of the rental period closest to but not less than the actual number of days you had the gear. Note, this is more favorable than selecting a shorter rental period and returning late in which case your daily rate will be calculated based on the average daily rate of the rental period you originally selected.

In the case of an order cancellation post-shipment, you'll be credited the difference between the rental fees you paid and the fee for our 3 day minimum rental period.

Yes, you can place your order in-store during normal business hours Monday through Friday 10am to 6pm and Saturday 10am to 4pm.

If you cancel your order before it's shipped, there's no cost to you. If you cancel your order after it's been shipped, we'll refund your rental fees less our 3-Day rental fee.

All rental orders ship via FedEx. We'll use the FedEx shipping method that should have your order arrive on or before your selected arrival date. All returns must be taken to a FedEx location or authorized return center. Never leave your package in a FedEx drop box.

Our standard shipping rate is $25 and it covers both outbound and return shipping.

In the unlikely event that we require additional shipping charges, our team will reach out to you directly to notify you and seek your approval.

Yes, signature is required on all packages, no exceptions. If you cannot be home to sign for the package, we strongly recommend having your package shipped to a FedEx location for pick up at your convenience.

At present we only ship within the United States to the 48 contiguous states and the District of Columbia.

We do not ship to Alaska, Hawaii, Puerto Rico, or APO/FPO Boxes.

We also cannot ship to PO Boxes. Please provide a physical address for delivery.

At the end of your rental period, put everything back in the box exactly as you received it, tape it up, place the return label directly over the original label, and take your package to the nearest FedEx location. Everything you need along with instructions will be included in the box.

Yes, you can ship to a FedEx authorized location. Because we required a direct signature on all our packages, shipping to a FedEx location prevents you missing a delivery attempt at your home.

We'll ship your order to arrive no later than the business day prior to your start date.

We guarantee we'll ship your order on time, which means we'll use the shipping method required for your order to arrive on or before the date the start date you requested.

Whenever possible, we recommend that you select a start date that's a day or two before you actually need it giving you a buffer should the unexpected occur.

An exact delivery time isn't guaranteed. Regardless of the shipping method, your package may arrive at any time on the day your package is scheduled for delivery. 

If your order is time sensitive, please contact us directly and one of our team members will work you to determine the best shipping option.

No problem. Just contact our customer service team and we'll email you a replacement shipping label.

No, you cannot select expedited shipping during checkout. Our calendar has a buffer to ensure we have sufficient time to deliver your order.

If you need your gear sooner, contact our team directly and we'll work with you to see if an expedited delivery is possible.

Yes, you can pick up your order in-store during normal business hours Monday through Friday 10am to 6pm and Saturday 10am to 4pm.

There is no additional charge for in-store pick up. The person picking up the order must match the name on the order.

KEH Damage Protection is a mandatory add-on that limits your liability in the event your rented gear is damaged as the result of a covered event.

For most orders this charge can be credited back to you if you provide us with a certificate of insurance naming KEH as a loss payee and covering the full replacement value of the rental gear in your order.

If a covered event occurs, KEH Damage Protection will limit your liability to 10% of the replacement cost of the equipment unless the the equipment can be repaired for less.                                                  

KEH Damage Protection covers accidental damage to our gear as long as it can still be returned. You will never owe more than 10% of the replacement cost of the damaged equipment, no matter the cost of the repair.

KEH Damage Protection does not cover theft or loss of the equipment, camera sensor damage caused by exposure to the sun, sand or water damage, intentional damage, or damage caused by or arising from negligent, abnormal, or abusive use of the gear.

Damage is considered any major scratches or scuff marks on the glass and impact damage to the body or the mechanicals. Minor scuff marks to the barrel or hood are considered normal use, not damage. For most lenses, we include a UV filter to protect the front element.

We inspect our gear after each rental and you will not be accountable for pre-existing cosmetic damage. We recommend that you inspect your gear upon arrival and return, take pictures of anything out of the ordinary, and notify us immediately if of concern.

Negligence is damage resulting from failure to follow proper handling and usage guidelines, resulting in damage to the equipment that could have been reasonably avoided.

Please contact us immediately to report the damage and determine next steps.

Our rental agreement states, if the equipment is broken, you're responsible for replacing it or paying for repairs. If it is not repairable, we’ll charge you the replacement cost.

KEH Damage Protection may limit your liability. If you opted for your own insurance coverage or if the damage was the result of negligence, you'll be responsible for the full cost of repair or replacement.

First, contact us immediately and let us know what has happened. If it was stolen, you’ll need to provide us with a police report. If something else happened to the equipment, we may ask for other documentation including a statement of what happened.

In some cases, someone from KEH or an agent acting on our behalf may contact you regarding the loss.

If our investigation finds evidence that the equipment can be returned, whatever the condition, then the equipment must be returned or you must pay 100% of the replacement value of the equipment.

Rental gear includes all accessories that come standard from the manufacturer. Most lenses will include caps, hood, and a filter. Cameras will come with a battery and charger. For exact details, check the "What's Included" section on the item's product detail page.

It's important that you return all the accessories that came with your order. If accessories are missing upon return, we’ll have to charge you for a replacement.

Instruction manuals aren't always included but you can always contact us and we'll happy to send you a PDF version via email.

Yes, all our rental gear is thoroughly inspected and well maintained to ensure it's in excellent working condition. Before and after each rental we inspect each piece of gear to insure it's fully functional and free from any issues whatsoever that may impact image quality.

It's a near certainty that your rental gear will function normally but it can't be guaranteed. We do everything possible to keep our gear clean and in perfect working order, we inspect it carefully, and we pack it securely.

Even so, there's a small possibility that something can be missed, fails during use, or is damaged in shipping. In the unlikely event this occurs, rest assured we'll do everything possible to address your issue with a minimum of disruption to your rental experience.

Please contact us right away to let us know about the damage (within 24 hours of signing for the package).

We'll work with you to identify the best solution whether that's getting you a replacement or just noting the damage so it's taken into consideration upon return inspection.

If your package is delayed because of a carrier error, we'll refund your
shipping charge and either extend your order by the length of the delay or offer you an equivalent refund.

If the package arrives too late for you to use the gear, we’ll recall the
package and issue you a full refund. In some cases, we can also send a
replacement order to your destination if you’re headed out of town and the delay will cause the package to arrive after you depart.

Yes, we strongly recommend you inspect your rental gear upon receipt and prior to packing for return. Taking pictures before and after using the gear can mitigate any confusion and avoid disagreements if damage is noted upon return inspection.

We inspect the gear carefully after each rental, noting the current condition and existing damage and taking pictures for our records. If damage is noticeable, it will be noted in your documentation so you'll be aware and can be at ease you won't be held responsible.