Frequently asked questions

Before the reservation...

How can I reserve gear?

We accept reservation requests via:

phone call
email inquiry
web requests

Phone/Email reservation:

If you’re not a returning customer, we’ll need your email address / phone number.
Let us know the desired pickup and return appointments’ date and time.
Provide us with the gear list you’d like to rent.
Let us know if you’d prefer to pay on pickup or via bank transfer.
We also need to know who will be picking up the gear, or will it be you?
Profit

Web reservation request:

Start by choosing pickup and return appointments’ dates and times. This will define your rent duration and, consequentially, the prices displayed across the website.
Add the gear you’d like to rent to your reservation cart.
You will need a 3z.rent account to continue to the last step.
Read all information on the last screen thoroughly before you send your reservation request.
Profit II: The Sequel

If this is your first rent with us, you will receive a text message to the provided phone number with instructions how to verify your identity.

In all three cases, we will conclude the reservation process by sending you a reservation confirmation email with the official quote attached.

Do you offer crew for hire?

Yes – our team members and freelancers we work with are available for fieldwork and can attend your shoot as extra crew members or assistants for our gear.

The daily rate is calculated depending on different factors like:

position or role
duration of the shoot (12 hour shift or 6 hour shift)
number of shooting/travel days
shooting location(s)
any other specific requirements

Please note that this option is subject to availability.

Send us your project details to get a quote!

Can we prep the equipment at 3z.rent?

Yes! For larger rents, free prep is included in the rental price on the day of your pickup appointment; just make sure to request this in advance.

We can currently only accommodate a single prep at a time, so we might not always be able to provide the space and time for this. Thank you for your understanding!

Can you build a custom camera rig?

Yes, in fact, this is something we enjoy!

Please reach out at least 48 hours before your desired pickup appointment with your requirements and any details you need to share, and we’ll send you a quote, and then build a rig/configuration that best suits your project.

Can I rent if I'm not in Zagreb?

Depending on crew and gear availability, location and time of requested delivery, we might be able to deliver the gear to you. We’ll expect you to:

plan and communicate early
cover the transportation costs (both ways)
pay in advance (bank transfer or online card payment)

Please note that we’re unable to send gear by bus or couriers. Remember you can always send someone else to pick up gear at our office instead.

If you’re interested in renting outside Zagreb, please reach out!

What's the longest rental period?

We have no upper limit for the rent duration.

If you’re interested in a long-term rental, please reach out and let us know your requirements!

Why do I have to choose a specific pickup appointment?

We allocate a time slot for each appointment to provide our customers with the smoothest and most personal experience at the appointment. By working on an appointment basis, we are able to take our customers in immediately on arrival, without delay, while having the reserved gear ready.

Don’t forget you can also request gear delivery to your preferred location.

I want to reserve the same gear list as for a previous rent

When making a phone or email reservation, you can ask us to copy the gear list from your previous rent. We will need the rent number or the old pickup date to copy the gear list, and the new rental period – pickup and return appointments.

Keep in mind that this is subject to gear and appointment availability.

Before pickup...

I have sent a web request, when will I hear back?

If all the requested equipment is available, you should receive a confirmation email within a few minutes, sent automatically by our system even outside our working hours.

However, if there’s an issue with the requested appointments or a gear availability overlap, we will first try to find a way to still provide what you asked for, and if we’re unable to, we’ll reach out, suggesting an alternative.

We’ll do our best to never leave you waiting for too long when your requested pickup appointment is coming up soon, but if your pickup appointment is in a few days or weeks, we might leave ourselves a bit more time (usually no more than 24-48 hours) to try and organise the originally requested gear.

When you send a web request outside our working hours and select one of the first few appointments on the next day, make sure you watch out for a confirmation email – if you don’t receive one, please don’t consider your request confirmed, and we’ll reach out to suggest an available alternative as soon as we’re able.

I need to change my reservation (appointments or gear list)

Please keep in mind that any changes are subject to gear, crew and appointment availability.

Reach out with your changes and we’ll update the reservation for you if possible, or work with you to find the best other option. There’s no need to send another reservation request via our website.

For any changes that we make to your reservation/rent, you will receive an update email. Please read the email thoroughly and let us know if something doesn’t look good!

Keep in mind our cancellation policy, which also applies to individual gear items.

Do I need to pay in advance?

When picking up equipment at our office, you’ll need to pay on the spot (we accept cash and MasterCard and Visa cards) unless the rent has already been paid in advance via bank transfer or online card payment.

When delivering rented gear, we require payment in advance.

Please note that we are unable to honor a bank transfer confirmation PDF as proof of payment, and if the transaction isn’t visible in our bank account, we’ll require you to pay by cash or card and then later refund the difference once the original transaction settles.

Will I receive fully charged batteries?

Generally yes, but there are a few exceptions to this…

In a case when the batteries we reserved for you are coming back from another rent not long before your rent begins, they might not have enough time to fully charge.

Another case is when you request a reservation with a short pickup notice (or outside our working hours, with pickup as soon as we open).

If any batteries are less than 80% charged, we will gladly add a free extra charger to your gear list.

Thank you for your understanding!

What if I'm late for my pickup appointment?

Let us know as soon as possible so we can reschedule your pickup appointment! We urge you to stick to your appointment out of respect for both our as well as your time, and other customers’ appointments.

If you arrive during another customer’s appointment, we’ll have to ask you to wait until we’re done with the other customer’s rental procedure before we can service you.

Please keep in mind our no-show cancellation policy, which is in effect when you don’t pick up the equipment and don’t reach out to reschedule.

Is there a cancellation fee?

Depending on how far in advance you request cancellation (for either the whole reservation or some specific gear items), we might need to charge a cancellation fee:

free cancellation – up to 24 hours before your pickup appointment
25% of the total rent amount – within 24 hours of your pickup appointment
50% of the total rent amount – within 2 hours of your pickup appointment
full rent amount – no-shows

Read more about our cancellation fee policies in our Terms and conditons.

Billing

What payment methods do you accept?

pay on pickup – cash (euros only), credit/debit MasterCard or Visa cards
bank transfer – after we confirm your reservation, we will send you our payment details, we accept local or SWIFT transfers via IBAN
online payment – credit/debit MasterCard or Visa cards

Kindly be aware that gear cannot be handed out prior to receiving your payment.

How does 3z.rent's loyalty programme work?

When renting from us, you acquire 1 loyalty point for every 20 EUR spent, once the rent is completed.

You are then able to use these acquired points to get a discount (1 point = 1 EUR discount) for your next rentals or 3z.studio bookings.

Please keep in mind the minimum rental amount still applies.

Can you issue the invoice for a company or an organisation?

Yes, but only if you let us know in advance. Once your invoice is issued, we can not modify it anymore and aren’t able to add or change company details.

When sending a reservation request via our website, just check the box “I need an R1 invoice,” and you will be prompted to enter the company name, tax number, and address.

When making a phone or email reservation, please provide us with the company details before we confirm your reservation so the rental quote contains the correct recipient info.

How is the rent duration calculated?

Starting with 1st January 2025 we introduced this revised rent duration policy.

For calculation purposes, days are split into two blocks: 08:00 – 13:00 and 13:00 – 18:00.

If you pick up gear in the first block and return it the next day in the first block, we count this as a one-day rent, but returning gear in the second block will count as a two-day rent.

If you pick up gear in the second block, and return it the next day, regardless of the return time, this will be considered as a one-day rent.

Sundays and public holidays don’t count towards the rent duration, meaning a Saturday pickup with a Monday return before 13:00 will count as a one-day rent.

Is there a duration based discount?

Starting with 1st January 2025 we introduced a new pricing policy.

We now have the first day rate (also called the base rate), and every additional day is just half the first day’s rate.

We have also introduced a new duration calculator on our website (look for a banner under the main navigation), which will help you get a better picture of your total rent cost.

Feel free to reach out if you have any questions about this!

Do you require a security deposit?

It depends. Whether or not a security deposit (paid in cash upon gear pickup) will be required depends on the total rent amount, the value of the requested gear, and other factors.

If required, we’ll communicate the exact amount as soon as we can confirm your reservation and gear availability.

When returning the gear in the same condition it was picked up in, the deposit will be returned in full.

During the rent...

Can I extend my rent after I've picked up the gear?

Please reach out as soon as you have any information about your rent extension!

Keep in mind that gear availability will determine if we are able to accept your rent extension request.

Can I return the gear early?

Whether your shoot ended sooner than expected, or got cancelled – no problem, you can return the rented gear early. Please reach out so we can arrange a new return appointment or delivery pickup.

Please keep in mind that we do not offer refunds when shortening your rental period after picking up the gear, and there’s no option to partially reschedule your rent.

What if I'm late for my return appointment?

Let us know as soon as possible! We urge you to stick to your appointment out of respect for both our as well as your time, and other customers who might be coming to pick up the gear you’re returning.

When you are late to your return appointment without timely communication, we will charge a late fee equal to 25% of the first day’s rate.

We will also consider this as an extension of your rent, which will be charged according to our rent extension policy.

What if the gear gets damaged / lost / stolen?

If any of the rented gear or included parts stop working, get damaged/lost/stolen, you are obligated to let us know immediately!

Your timely communication enables us to make alternative arrangements for upcoming rents, minimizing potential disruptions. We appreciate your respect and cooperation.

When possible, depending on gear and staff availability, we will try to replace the gear so you can continue with your shoot. This replacement is free when we determine that the damage is not the user’s fault (e.g., camera’s shutter breaks on its own)

When any of our gear with electronic parts gets damaged or stops working, DO NOT attempt any physical repairs yourself (e.g., disassembling the device).

In the case of gear damage or loss, you will be held liable and financially responsible for damages and possible reimbursement in the form of replacement or service.

In addition to repair or replacement costs, we might charge an additional fee based on which piece of gear is affected and whether the issue was reported to us promptly.

regular issue fee – 50% of the affected gear’s first day rate (minimum 15 EUR)
unreported issue fee – 100% of the affected gear’s first day rate (minimum 50 EUR)

General questions

Can I rent something that's not on your website?

If you have special or specific gear requests and you can’t find this gear on our website, contact us, and we’ll do our best to find an alternative or attempt to arrange it for you!

We’re constantly trying to expand our offer! If you want to stay up to date on new gear acquisition, follow us on our social media accounts, where we post all the 3z.rent updates!

Do you offer camera sensor or lens cleaning services?

Yes, but we don’t do it on the spot due to staff availability, so please reach out in advance for an appointment and a quote!

Where can I find 3z.rent branding materials?

We appreciate your support!

Feel free do download our branding pack which also contains our branding guidelines: https://3z.rent/brandpack

How can I rent the 3z.studio?

For more information about our studio, please visit the website:

https://3z.studio/

Still got questions?

Please don’t hesitate to reach out, we’ll be happy to help!