Frequently Asked Questions

What is the booking process?

1. Select a product(s) and add it to your Shopping Cart

2. Go to the checkout with your order.

3. Set up a customer profile, or login as en existing customer

4. Enter job details, delivery and payment method. It will show your order cost (excluding delivery fee and credit card surcharges) and give you an opportunity to review/edit your order

5. Review and agree to the online Terms & Conditions contract

6. Submit your order. You will receive an email to confirm your order has been received. If any particular item is not available, one of our friendly team members will contact you to advise or suggest an alternative item

7. The Front will email you a final estimate (including any delivery fees & credit card surcharges), a payment and credit card pre-authorisation form

8. Complete and return all forms with a copy of your driver's licence to equipment@thefront.com.au or fax (02) 8394 9997. If paying by EFT, a copy of the remittance confirmation must be included for confirmation of order.

9. Once payment has been processed or confirmed by remittance, your order will be confirmed. The Front will email you a Tax Invoice/Receipt.

Can I make changes to my order once it has been submitted?

Once your order is submitted, you will not be able to make any changes online. Please contact us by phone (02) 8399 0027 or email.

Do I need to set up an account to order?

You need to set up a customer profile to submit an order. A customer profile does not require any payment details, it records only your name, shipping address and order history.

What are your hire periods?

1 day hire

Pick up anytime on day 1 and return on day 2 at the same time (24hr rental).

Example: Pick up on Friday at 2pm and return Saturday at 2pm.

2 day hire

Pick up anytime on day 1 and return on day 3 at the same time (48hr rental).

Example: Pick up on Monday at 9am and return Wednesday at 9am.

Weekend hire

Pick up anytime on Friday and return Monday Morning. Timings are subject to availability.

Week hire

Pick up anytime on day 1 and return at the same time on day 8.

Week hire – a seven-day period (eg. Monday to Sunday) with equipment being returned by 10am the next business day.

Monthly hire or longer

For hire periods longer than 1 week please call (02) 8399 0027 or email The Front for a quote tailored to your job.

How can I pay for my product?

Full payment of order is required prior to receipt of equipment. Payment can be made by EFT or by credit card (cash is also accepted on PICK UPS only). The Front accepts Visa, Mastercard & AMEX. The Front will email the payment forms for completion with a final estimate.

Are Prices Inclusive of GST?

All prices on our website are inclusive of GST.

Do I need to pay a security deposit?

The security deposit is made in the form of a credit card authorisation. The amount will be based on the equipment's replacement value. No security deposit monies will be deducted from your credit card, unless equipment is returned in a damaged or incomplete state.

Your credit card and one form of ID (such as a drivers license) will be scanned for our records. We take Visa, Mastercard and Amex credit cards for the security deposit. Rental and Deposit payments must be made in full before the goods leave the premise of The Front. The Front cannot provide insurance coverage or waivers or cover website customers under our insurance.

Do I need to provide photo identification?

If you are a first time customer, a legible photocopy (front & back) of the cardholder's Driver's license and credit card must accompany the completed payment form, which will be scanned for our records.

Do you deliver?

Yes. We can deliver anywhere in Australia. For interstate delivers we use Express post platinum with gauranteed next day delivery.  Freight will be calculated on pieces, weight and distance.

Do you offer a delivery service to and from my location?

Yes. We provide a drop off and pick up service at your chosen time or within a 3hr window period (rates vary).

I won't be home, can the delivery be left at my door?

No. All orders require a direct signature. Please plan accordingly if you cannot be at home to sign for it. We do ship to places of employment.

What if I find my product is not working when I go to use it?

Email us or call us immediately and we will assess the situation. If we find something is wrong we will replace the equipment immediately (stock allowing). If the timing of your needing the equipment does not work out we will refund the rental price and delivery/shipping costs once we have made absolutely sure that there was a problem. We will never send out a lens that has any 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. If you contact us and advise at the end of your rental period that the product is not working, you will not receive a refund.

What if I ordered the wrong product?

If by chance you ordered the wrong product item call us or email us and we will work with you on a solution. Full refunds cannot be given, however we will try to swap/replace it for you. Your rental period will restart when you get the new product item. All products are inspected and clean prior to shipment.

What if I damage the equipment?

Let us know immediately. All Equipment hired from The Front must be returned complete and undamaged. Any lost, unreturned, or damaged equipment will be charged to the hirer. All, or part of the security deposit paid by the Hirer will be used to replace or repair the equipment. Where the cost of repair or replacement of equipment exceeds the deposit amount, the Hirer will be charged in full for all repairs or replacement costs.

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 shipment. 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 us.

Can I speak to someone at The Front?

You can direct your queries through our enquiry form on the contact us page, or call us on (02) 8399 0027.

What are the Terms & Conditions?

For our full terms and conditions click here

You have an amazing offer online -do you have unlimited stock?

No – unfortunately our stock is limited, therefore orders are taken on a first come first serve basis and are only confirmed upon receiving payment.