Frequently Asked Questions
Table of Contents
- Making a Reservation
- Renting for the first time
- Insurance
- Deposits
- Pick up
- Delivery
- Returns
- Shipping
- Forms and Price Sheets
- Other Questions
- Privacy Policy
Making a Reservation
Reservations can be made thru the website or by contacting us by telephone. On the website each item has an interactive calendar and the prices for a number of rental periods. Any number of days can be chosen, up to six month. Using the interactive calendar choose the dates you wish to rent the gear, starting with the date you wish to pick up the gear and ending with the date you wish to return it. The site will calculate the price automatically, based on the number of days you are renting the equipment. All rentals are in 24 hour increments, meaning you drop off the equipment on or before the time you picked it up for the number of days rented.
When will my credit card be charged?
Renting for the first time? We will ask the order be prepaid for the full rental price. Subsequent rentals will be charged the day you pick up or when we pack the equipment for shipment or delivery. Any deposits will be charged the day you pick up.
Renting for the first time
In-store reservations
Bring your credit card (debit is fine, too) and id (driver license, passport, state id, etc) and we will set up your account quickly. We do not accept cash or checks for rental fees.
Shipped reservations
For reservations that are shipped we will attempt to verify your account electronically. You can speed this process along by including a telephone number listed in 411, your corporate or student email, or a link to your professional web site in the notes is helpful in speeding this process along. Anonymous email accounts (Yahoo, Hotmail) and cell phone numbers will take more time to verify. If we cannot verify the information, we will not be able to ship the rental.
Cancellations
On most items you can avoid a cancellation fee by requesting cancellation at least 48 hours prior to the date of pick up or shipment.
Equipment that we hold for clients on a specific day, but cannot be picked up for any reason, including rain-outs, cancelled shoot, and delayed flights will be billed at the full day rate.
No refunds are provided for early returns.
Insurance
Due to restrictive Insurance regulations in the state of Hawaii, we do not have the ability to offer short-term rental insurance to our clients.
The good news is that out of the more than 8,500 rental orders and roughly 50,000 rental items going through our doors in the past two years only about 25 rental orders have resulted in a damaged item, with the median repair cost coming in at around $180. Our clients are not responsible for failure of equipment due to manufacturer defects. Nor will we expect you to replace equipment that can be repaired. We want you to know that renting professional photography equipment is safe, rewarding and fun and that if there is a problem we will work with you, because we want you as a client for life!
You may already have an insurance policy, such as a Homeowners, Commercial General Liability, or Umbrella Policy, that covers Rented Equipment. Talk to your insurance agent for more details.
Deposits
Renters’ possessing a Hawaii Driver License, Hawaii Identification Card or active Military ID will have a temporary authorization equaling ten percent (10%) of the replacement value placed on your debit or credit card. That authorization is voided within 24 hours after the all of the equipment is returned in acceptable condition.
All others will have a temporary authorization equaling twenty percent (20%) of the replacement value placed on your debit or credit card. That authorization is voided within 24 hours after the all of the equipment is returned in acceptable condition.
We reserve the right to require a more substantial deposit or request an insurance policy to be placed on file for any reason, including use of the equipment in a high risk environment, if the equipment will be used in a production, the equipment is being shipped to a hotel, or if the equipment value exceeds $10,000.
Please contact prior to your rental if you would like specific advice on our deposit requirements.
Pickup
Equipment is generally available for pickup shortly after the store opens. After-hours pick up or drop off is available for a fee. We can also accommodate pick up the day before for first light shoots. Let us know if you have firm pick up or drop off time requirements so we can plan ahead for your equipment rental.
Delivery
Delivery is available on Oahu. We ask for a 3-day minimum rental for delivered items. Deliveries require advance notice and cannot always be accommodated.
Waikiki – $29 one-way, $49 round-trip
Airport – $39 one-way, $69 round-trip
Haleiwa – $79 one-way, $149 round-trip
Delivery is not available at this time on Maui.
Returns
In-store reservations
All rentals are in 24 hour increments. Simply return the equipment by the date and time listed on your invoice.
Shipping
There is a 3-day minimum charge for all shipped rentals. Your rental should start or end on a weekday. No packages go in or out on the weekend. We ship all rentals using FEDEX Priority Overnight service with signature required. Someone must be present to sign for the package – FEDEX will not leave it at the door. Deliveries to business addresses are guaranteed by 5 pm, residential addresses by 7:30 pm. A prepaid return label and shipping instructions are in each shipment. Use the included list of return locations and drop off the equipment on the last day of the rental. Always obtain a receipt and never use an unattended drop box.
Example shipping rates for interisland Round Trip (two-way) FEDEX Priority Overnight service to Oahu, Maui, Hawaii (Big Island), Molokai, Kauai, and Lanai. Shipping costs for destinations to the mainland U.S. are substantially higher and will require contacting us by at (808) 735-3838 to obtain a quote.
| Type Of Equipment | Shipping Rate |
| 1 Flash | $25 |
| 1 Lens | $30 |
| 2 Lenses | $35 |
| 1 Camera | $35 |
| 1 Camera, 1 Lens | $40 |
| 1 Camera, 2 Lenses | $45 |
| Water Housing | $65 |
| Water Housing, Camera, Lens | $75 |
| 1 Super Telephoto Lens | $80 |
| Add Flash to any order | $5 additional |
Same island shipments or deliveries to a FEDEX inter-island airport hub are $7 less.
Out-of-state shipments and items in our lighting, accessories, and audio-visual departments and other combinations of equipment will need a custom quote. Simply contact us by telephone (808) 735-3838 or email info@hawaiicamera.com with your equipment requirements and we’ll be able to quickly provide you a quote.
Forms & Price Sheets
Using the links below you can download and print our most commonly requested forms. An Adobe PDF compatible viewer is required.
Price Sheet
Rental Agreement
Rental Authorization
Insurance Requirements
Other Questions
Can I have someone else pick up my reservation?
Yes. We must have a completed and signed Rental Agreement & Rental Authorization form on file along with your government-issued identification and credit card. People authorized to pick up on your account must bring in a valid government issued identification card such as driver license or passport.
Download the form(s) using the links below.
Rental Agreement
Rental Authorization
Do you sell your rental equipment?
Yes – everything we are selling is listed on our Equipment for Sale page
Do you have references?
While we could share the many positive emails and letters we’ve received from our rental customers, we suggest verifying us on a third-party online rating system such as Yelp or Reseller Ratings
Are you on Twitter or Facebook?
Yes, please follow us on Twitter or become a Fan on Facebook
Do I have to pay for normal wear and tear?
To keep our prices low we ask our customers to take care of the equipment as best as possible. That said, light scratches to the lens barrel or lens hood is considered normal wear and tear. Very light scratches to an LCD screen would also fall under normal wear and tear. Any scratches or cleaning marks to the lens glass or a dent to the lens barrel would be considered damage and the responsibility of the customer.
What happens if I rent equipment and it does not work?
We test every piece of equipment before it goes out and every time it is returned, it is possible (although unlikely) you will encounter a problem. Please notify us immediately by telephone and we will work with you on identifying the issue and providing a replacement, if necessary. We will send the equipment in question to the manufacturer or authorized repair center to determine the problem. If the report indicates impact or moisture damage, those damages will be the responsibility of the customer.
Do you have a Maui location?
Yes! We now have a fully stocked rental counter at PhotoGraphics Maui in Kahului. Conveniently located less than 5 minutes from the Kahului airport, next to Maui Mall, inside the Maui Windsurfing Building.
22 Hana Highway
Kahului, HI 96732
(808) 877-3005 – Office
(808) 356-0936 – Fax
Privacy Policy
What information do we collect?
We collect information from you when you register on our site, place an order or subscribe to our newsletter. When ordering or registering on our site, as appropriate, you may be asked to enter your: name, e-mail address, mailing address, phone number or credit card information. You may, however, visit our site anonymously.
What do we use your information for?
Any of the information we collect from you may be used in one of the following ways:
To personalize your experience
(your information helps us to better respond to your individual needs)
To improve our website
(we continually strive to improve our website offerings based on the information and feedback we receive from you)
To improve customer service
(your information helps us to more effectively respond to your customer service requests and support needs)
To process transactions
Your information, whether public or private, will not be sold, exchanged, transferred, or given to any other company for any reason whatsoever, without your consent, other than for the express purpose of delivering the purchased product or service requested.
To send periodic emails
The email address you provide for order processing, may be used to send you information and updates pertaining to your order, in addition to receiving occasional company news, updates, related product or service information, etc.
Note: If at any time you would like to unsubscribe from receiving future emails, we include detailed unsubscribe instructions at the bottom of each email.
How do we protect your information?
We implement a variety of security measures to maintain the safety of your personal information when you place an order or access your personal information.
We offer the use of a secure server. All supplied sensitive/credit information is transmitted via Secure Socket Layer (SSL) technology and then encrypted into our Payment gateway providers database only to be accessible by those authorized with special access rights to such systems, and are required to keep the information confidential.
After a transaction, your private information (credit cards, social security numbers, financials, etc.) will not be stored on our servers.
Do we use cookies?
Yes (Cookies are small files that a site or its service provider transfers to your computers hard drive through your Web browser (if you allow) that enables the sites or service providers systems to recognize your browser and capture and remember certain information
We use cookies to help us remember and process the items in your shopping cart and understand and save your preferences for future visits.
If you prefer, you can choose to have your computer warn you each time a cookie is being sent, or you can choose to turn off all cookies via your browser settings. Like most websites, if you turn your cookies off, some of our services may not function properly. However, you can still place orders over the telephone.
Do we disclose any information to outside parties?
We do not sell, trade, or otherwise transfer to outside parties your personally identifiable information. This does not include trusted third parties who assist us in operating our website, conducting our business, or servicing you, so long as those parties agree to keep this information confidential. We may also release your information when we believe release is appropriate to comply with the law, enforce our site policies, or protect ours or others rights, property, or safety. However, non-personally identifiable visitor information may be provided to other parties for marketing, advertising, or other uses.
Third party links
Occasionally, at our discretion, we may include or offer third party products or services on our website. These third party sites have separate and independent privacy policies. We therefore have no responsibility or liability for the content and activities of these linked sites. Nonetheless, we seek to protect the integrity of our site and welcome any feedback about these sites.
California Online Privacy Protection Act Compliance
Because we value your privacy we have taken the necessary precautions to be in compliance with the California Online Privacy Protection Act. We therefore will not distribute your personal information to outside parties without your consent.
Childrens Online Privacy Protection Act Compliance
We are in compliance with the requirements of COPPA (Childrens Online Privacy Protection Act), we do not collect any information from anyone under 13 years of age. Our website, products and services are all directed to people who are at least 13 years old or older.
Terms and Conditions
Please also visit our Terms and Conditions section establishing the use, disclaimers, and limitations of liability governing the use of our website at http://www.hawaiicamera.com/rental-agreement.
Your Consent
By using our site, you consent to our privacy policy.
Changes to our Privacy Policy
If we decide to change our privacy policy, we will post those changes on this page.
Contacting Us
If there are any questions regarding this privacy policy you may contact us using the information below.
Hawaii Camera
3408 Waialae Avenue
Honolulu, HI 96816
USA
info@hawaiicamera.com
808-735-3838