FAQ

 
 

I’M A NEWBIE TO THE FRONT, HOW DO I HIRE MY VERY FIRST ITEM?

Check out protocol here!

DO I NEED TO PAY A SECURITY DEPOSIT?

The Security Hold is only required for your first hire with us and will not be required for future hires thereafter.

ALL DEBIT/CREDIT VISA/MASTERCARD Credit Cards submitted will incur a MAXIMUM $3000 SECURITY HOLD, subject to the total value of the equipment hired. It will be processed at the same time as payment is made for the actual first hire with us, on your nominated Credit Card submitted in your New Customer Form.

FOR 1-3 DAYS HIRE: The Security Hold will be in the form of a PRE-AUTHORISATION. It will appear on your account as a pending transaction where the amount is essentially 'frozen'. The Pre-Authorisation will generally disappear from your account between 5-10 working days, however it may take up to 31 working days – depending on your Bank Account Provider.

FOR 4 DAYS + HIRE: The Security Hold will be in the form of a RENTAL SECURITY DEPOSIT. We will take the Deposit amount and charge your Credit Card. If the equipment is successfully returned on-time, complete and undamaged after close inspection by our Equipment Technicians, the Deposit amount is completely refunded to the same Credit Card.

INTERNATIONAL CLIENT: All International clients will be required to process a RENTAL SECURITY DEPOSIT on EVERY future hire with us. If the equipment is successfully returned on-time, complete and undamaged after close inspection by our Equipment Technicians, the Deposit amount is completely refunded to the same Credit Card within 3-10 working days. 

*This may be waived if you provide a valid Certificate of Insurance showing The Front Pty Ltd as additional insured or Loss Payee.

UMM, CAN I MAKE CHANGES TO MY ORDER aFTER I’VE SENT MY REQUEST?

No problemo, just chuck us an email at info@thefront.com.au or simply give us a call on (02) 8399 0027.

HOW TO YOU CALCULATE YOUR HIRE PERIODS?

1 Day Hire: 43hr Rental*
Pick up anytime from 3PM the day prior and return by 10AM the day after.
e.g. Pick up Tuesday from 3PM onwards; return Thursday by 10AM. 

2 Day Hire: 67hr Rental*
Pick up anytime from 3PM prior to Day 1 and return by 10AM after Day 2.
e.g. Pick up Friday from 3PM onwards; return Monday at 10AM. 

1 Week Hire: 187hr Rental*
Pick up anytime from 3PM prior to Day 1 and return by 10AM after Day 7.
e.g. Pick up Monday from 3PM onwards; return following Tuesday by 10AM.

Month+ Hire
For hire periods longer than 1 Month, please email info@thefront.com.au or call (02) 8399 0027. We can tailor your quote for any job!

*All timings are subject to availability.

DO YOU GUYS OFFER HALF DAY HIRES?

Waah, unfortunately a 1 Day hire is our minimum hire period.

WHAT SHOULD I DO AT GEAR COLLECTION?

  1. Check the list against the packed gear.

  2. Physically check the gear is all packed.

  3. If you have any doubts, feel free to ask an Equipment Technician for help or test the gear prior to leaving the premises.

  4. If someone collects the equipment on your behalf and doesn’t carry out these checks for you, The Front is not responsible for any errors or issues.

WHAT SHOULD I DO BEFORE RETURNING YOUR EQUIPMENT?

  1. Check all hired equipment works properly, is cleaned from any use and all items packed safely for transportation. This is your responsibility.

  2. If you retain memory cards or other items from your hire, after a certain time we will assume the gear is unrecoverable and you will be charged for a Replacement cost.

HOW DO I GET THE GOODS?

The Front offers a range of options for clients to collect the rental equipment:

Customer Pick up
Clients are welcome to personally collect their orders from our Sydney premises at 118 Wentworth Avenue, Banksmeadow NSW 2019.

The Front Delivery & Pick up Service
We provide a Drop off & Pick up service at your preferred time or within a 3hr window period. (Rates vary).

Express Same-day Courier (Sydney Metro Area)
We have accounts with leading Sydney Metro Courier companies, which generally offer a 3hr turnaround for Sydney Metro Customers. Cost varies depending on the delivery suburb.

Overnight Delivery
For Clients based Australia-wide. Some restrictions apply, please speak to Staff for more details.

I WON'T BE PRESENT AT THE TIME OF DELIVERY, CAN YOU LEAVE THE GEAR AT THE DOORS?

Sorry y’all, all orders require a direct signature at time of Delivery. Please plan accordingly if you are unavailable to sign for the gear, we are able to ship to places of employment.

WHAT HAPPENS IF MY HIRED GEAR ISN’T WORKING ON SET?

Call us on (02) 8399 0027 immediately and we will assess the situation and help troubleshoot. If we find something is wrong, we will replace the equipment immediately (stock allowing). If the timing of your equipment requirements doesn’t work out, we will refund the Rental price and Delivery/Shipping costs once we have fully investigated the situation and ensured there was a problem at hand. We will never send out lenses with scratches on the front or rear elements. Some minor scuffing on the body or lens hood might appear, but nothing that will affect image quality.

WHAT IF I ORDERED THE WRONG PRODUCT?

Simply give us a call on (02) 8399 0027 and we’ll work on a solution for you. Unfortunately no refunds are provided in this instance, however we can issue you with a Credit Note for future use or we can try swap or replace the item for you. All products are inspected and cleaned prior.

HOW CAN I PAY FOR MY HIRE ORDER?

Once your Quote has been converted into an Order and all items are finalised, full Payment is required upfront prior to equipment leaving the premises (Prepaid Clients only). This includes:

  • All Customer Collections

  • Deliveries

  • Orders picked up by an Authorised Assistant / Crew Member / DOP on your behalf (the primary contact of the job)

  • Orders picked up by an External Courier Service on your behalf.

Payment can be made by EFT, Credit Card or Cash (Pick up only). We can issue a secure Payment link for Credit Card purchases. Please note all Credit Card transactions incur surcharges: VISA/Mastercard is 0.78%, AMEX is 1.75%.

HOW CAN YOU TELL THE LENS OR BODY WAS NOT DAMAGED DURING SHIPMENT OR PRIOR TO?

All of our products are inspected and cleaned prior to deliveries and third-party shipments. We will never send out a lens that has any scratches on the front or rear elements. Most lenses and bodies are shipped in a Pelican Case within a well-packed shipping box. The lenses and bodies are packed with great care. If your box arrives damaged use discretion. If you do not feel comfortable DO NOT SIGN FOR IT. If you do sign for it and the box is damaged please get a photo of the box before opening as all shipments are insured. If the box was somehow mishandled we want to make sure it's noted for both The Front and yourself. We understand that there might be an extremely rare occasion where the lens or body arrives damaged. Please note it and document it for yourself and inform us immediately.

CAN I SPEAK TO AN EQUIPMENT TECHNICIAN AT THE FRONT ABOUT MY SHOOT SETUP?

Of course! Give us a call on (02) 8399 0027 to speak to one of our friendly staff members and we can sort you out with a quote and the recommended gear to hire.

YOU HAVE AN AMAZING SPECIAL OFFER ONLINE! DO YOU HAVE UNLIMITED STOCK?

Nope, unfortunately our stock is limited, therefore orders are taken on a first-come first-serve basis and are only fully confirmed once the quote has been accepted.

WHAT ARE YOUR RENTAL TERMS?

Have a geezer at our full Rental Terms & Conditions on Equipment Hire at The Front.

CAN I WALK-IN & HIRE SOME EQUIPMENT WITHOUT FIRST MAKING A BOOKING?

We know timings can be tight with last-minute shoots and love a good chinwag in person to help you out the best we can. If possible, call us quickly on (02) 8399 0027 and give us the heads up you will be swinging by so we can organise for an Equipment Technician to take the time to assist you when you arrive. Please bear in mind if you would like to proceed with booking equipment, there will be a waiting period whilst our Techs prepped the gear and test it to ensure it’s in working order for you. If you’re a New Customer, we will require you to fill out a New Customer Form in the interim with appropriate Identification & Payment cards to set up your Account.

We do appreciate all hires booked in advance via our email address info@thefront.com.au for the following reasons:

  • So we have your Hire Request in writing clearly communicated and not lost in translation during distorted phone reception

  • To allow our team to brainstorm any tricky setups you’re unsure of achieving

  • To allow our team to check for availabilities of equipment

  • To ensure your quote is officially generated in our system and to also include the correct items requested

  • To allow our team to assess and organise our overall daily workload with confirmed orders

  • To make sure you’re well prepped before your shoot day and to allow time for any questions whilst you’re checking out the gear from the premises.