Frequently Asked Questions

Orders

Orders

How do I order an item from you?

On our website, select the gear you would like to rent and choose the date that you need them to arrive, and the date you will ship it back. Tell us your shipping address, and place the order. We ship your items via Parzel courier or Aramex, and will email/WhatsApp you a tracking number as soon as we have one. When the gear arrives, open the box and shoot some amazing photos and videos. When your trial period ends ship the items back to us using the prepaid shipping label. It’s that easy. For a majority of our orders, there are no deposits. In some cases where our administration team needs additional validation to confirm your order, we will charge a deposit proportional to the order value and the deposit is fully refundable on return of the rental items

Does gearbox.ae charge a deposit?

For a majority of our orders, there are no deposits. In some cases where our administration team needs additional validation to confirm your order, we will charge a deposit proportional to the order value and the deposit is fully refundable on return of the rental items

Can I make a reservation?

Yes, you may reserve your equipment at any time. If you change your mind before we ship your items, you will not incur any cancelation fees.

When does my trial begin?

Your trial begins on the day that you specified as the Start Date while ordering the items – it starts the first day the carrier delivers or attempts to deliver your package.

When does my trial end?

Your trial ends on the day that you specified as the End Date while ordering your items. You will need to Parzel courier or Aramex on the End Date in order for them to pick-up the item at the right location. For example, if you have chosen to try a camera from July 3rd to July 10th, you must ship the items back on July 10th using the prepaid return label and tracking sheet provided in the box along with your items.

May I extend my rental?

You may extend your rental if the item is not currently reserved for another order. Please contact us by email, phone or WhatsApp to determine if your rental may be extended.

May I take my rental abroad?

Yes, you may take your gearbox.ae trial items abroad. We recommend that you cover the gearbox.ae trial items under a travel insurance policy.

What if I have gear questions? Will you help pick the best gear for me?

At gearbox.ae we take pride in our photographic knowledge and are always happy to help. Contact us with all your camera and lens questions.

Can I rent something I don't see on the website?

ALL the gear we stock is on our website, but if you want to try something you don’t see on the site, contact us and we’ll see if we can make it happen.

What happens if I ship the items later than the return date?

If you’ve already asked us for an extension, and we’ve notified that an extension is possible, then you can continue using the items until the newly extended return date. Otherwise, for any unnotified delayed returns, we charge double the daily rate (2X) of the gearbox.ae trial items for every day until the items get shipped back. This is to ensure that other customers, like you, will get their gearbox.ae trial items on time.

What is gearbox.ae’s cancelation policy?

You may cancel your order up to 24 hours prior to order shipment (your order leaves our warehouse two business days before your start date). Failure to do so will result in a 1 day rental charge (prorated off the 3 day rate). Please note – for orders canceled within 24 hours prior to shipment and for orders canceled that have already shipped, no part of the rental fee will be refunded.

Purchase and payment

Purchase and payment

I tried a lens from gearbox.ae and love it! Can I buy this lens?

Yes, we make it easy and affordable to try and buy photography gear. We credit 20% of your rental sub-total (excludes shipping charges and taxes) towards purchasing your favorite gear. You can choose to use the credit immediately, or accumulate credits from future rentals (valid for one year) towards a purchase.

How do I find out the price for purchasing gearbox.ae items?

We offer competitive prices for our both our new items and used equipment, for which the prices vary, depending on usage and wearand-tear. Check out our Buy page for quotes on specific items that you’re looking to buy.

What is gearbox.ae Credit and what is it good for?

When you rent from gearbox.ae, 20% of your subtotal (excludes shipping charges and taxes) is automatically transferred to gearbox.ae Credit which can be used to buy anything from our photo buy section! Credits can be applied to purchasing photo gear only, not towards rentals or other equipment.

How long is gearbox.ae Credit good for?

Gearbox.ae Credit is valid for a year – you start accumulating credits on May 1st and on April 30st, your gearbox.ae credit gets reset to 0.

How will I know how much gearbox.ae credit I currently have?

Contact us, and we’ll send you your gearbox.ae Credit balance to redeem towards a purchase.

What forms of payment does gearbox.ae accept?

Gearbox.ae accepts the following major credit cards: Visa, Master Card and American Express. We do not accept prepaid cards, cash, check, money orders, or COD.

When is my card charged?

Your credit card will be charged as soon as your booking is confirmed at reservation time. In case of cancellation of your reservation within the period of free cancellation, the payment will be reversed on your credit card and will appear on your card balance with one to three weeks depending on your credit card company.

Equipment and shipping

Equipment and shipping

Is gearbox.ae gear in good condition?

Our gear at gearbox.ae is always in perfect working order when you receive it. When a rented item is returned to us, we clean, test and calibrate every item. Our technicians test every item before shipping them off to you. If you ever receive an item that is not working or was damaged in shipment please contact us immediately

What comes with a camera rental?

Included with every camera you try will be the camera body, body cap, neck strap, memory card reader, battery and charger. Extra batteries and memory cards can be added when you place your order.

What comes with a lens rental?

Every lens you try will have a UV filter and both front and rear caps. Please note only professional lenses will come with a lens hood. If you need help determining if the lens you would like to try comes with the hood please contact us.

How much is shipping?

gearbox.ae will charge 30 AED for all standard shipping in the UAE. Returning equipment is prepaid by gearbox.ae and will not be charged; please use the printed return label and contact the courier company for pick-up at your selected location. All orders from gearbox.ae are shipped via Parzel courier or Aramex.

Can I have my order sooner than 2 days?

Yes, We can ship your order with same day delivery via bullet courier service for an additional shipping charge, depending on where you live. Our expedited shipping fee is 60 AED for Dubai and Sharjah. Contact us in advance to confirm availability of this service at that time for your location.

What shipping carriers does gearbox.ae ship with?

We ship out all orders via Parzel courier or Aramex. If you would like to use a different carrier please contact us to make other arrangements.

Is signature required?

Yes, signature is required upon delivery of all gearbox.ae orders for security purposes.

Does gearbox.ae ship internationally?

No, gearbox.ae does not ship internationally at this moment.

Can gearbox.ae ship to a PO box address?

We do not ship to PO boxes addresses.

Can you ship my order to my hotel?

Yes we can, as long as there’s someone to sign for the items on your behalf when they arrive.

What if my package doesn't contain all the items I ordered?

We hope to never make this mistake, but if we miss packing one of the items or accessories in your order please contact us right away, and we will make arrangements to get the item to you right away.

I received a notification saying I should update the firmware on my gear. What should I do?

Do not update the firmware. The update can cause malfunctions if not done properly, and we’d like you to get the most out of your rental. Our specialists will take care of it once the gear comes back to us.

How do I return the items I tried?

It’s simple! Just use the prepaid return label supplied in your order and the box you received from us. Then call the courier company mentioned on the return label for a pick-up at your address, home, office or hotel. When shipping back your gear, please remember to include all pieces of foam to prevent any damage in transit on its way back to us. If items are returned without the foam, you will be responsible for any damage done to the gear as well as the missing piece(s) of foam.

When do I return my package to the courier?

Please make sure to call the courier company of your return shipping label to arrange pick-up at a convenient location at the scheduled day. If the order is not sent back to arrive on time, you will be charged a late fee (2x the daily rate of your rental).

What if I receive damaged gear?

Our packaging has been carefully selected and tested to ensure ultimate protection for our gear. Consisting of shipping-grade corrugated cardboard boxes and foam inserts with minimum 5cm of protection on each side, our boxes were developed to ensure your item is delivered in the same tip-top condition it was sent out in, and provide a safe trip on its way back to us.

If you notice any damage or issues upon receiving your gear, please contact us within 24 hours, so we know not to charge for the damage when we get the items back in our warehouse. If you fail to report damage to us within a 24 hour time frame, you will be liable for any necessary repairs.

 

What if I forget to send an accessory or item back in my box?

Things happen. We get it. When we notice an item missing while checking the contents of a returned box, we charge the replacement value for the missing item to the card on file. We also send an email to let you know, and if you’re able to find the item, we issue a full refund once we receive it. Please be sure to send the item back within 15 days of receiving an email from us. If we do not receive it within 15 days, then no refund will be given since we’ve already replaced the item.

Our address for returns is:

Gearbox.ae
Office 2510, X3 Tower
X-Cluster, JLT
DUBAI, UAE

We recommend using a service that provides tracking, just in case. Also, be sure to include your order number in the package when shipping back. Please contact us if you have any questions about this.

Underwater Photo/Video Equipement

Underwater Photo/Video Equipement

How should I use the underwater camera housing?

The underwater camera housing is a specific equipment that should be use with caution in order to give full satisfaction. Our underwater camera housing are tested and tried before every shipment. Make sure however that upon receipt of the underwater camera housing, you read the operating instructions properly and make a leak test without the camera inside before submersion with the camera inside. You will be responsible for any and all damage, including flooding, while the equipment is your possession.

Other Gear

Other Gear

Can I rent, try and buy other gear than photography equipment?

Not at the moment. But we are actively working to provide you with other types of awesome gear in the near future. Do not hesitate to contact us if you have any great suggestion.

Purchase of used equipment

Purchase of used equipment

Does my purchase come with a warranty?

Since these are used items, we cannot provide manufacturer warranty with them. However, we do provide the following options:

  • a. You have 48 hours to return the item for a full refund if you are not happy with your purchase I
  • b. You are covered for 30 days by gearbox.ae replacement policy. If the item is not as described and doesn’t function as expected, you can return it for a replacement unit within the first 30 days of your purchase. Wear & tear and damage caused by usage is not covered under this replacement policy
Does my purchase come in the original box?

No, your purchase will not come in its original packaging, unless otherwise specified. We are unable to save the original packaging for all our gear, but might have some available on a case-by-case basis.

Does my purchase come with all the accessories?

All the accessories that come with a camera or lens will be listed on the item’s page. If an accessory is not listed and you would like to purchase it additionally, please contact us ahead of placing your order

What is the shutter count on the camera I want to purchase?

Shutter counts for cameras are listed on the item’s page. If the count is not listed, please contact us and we’ll be happy to provide it.

Does the product have any defects?

Any defects, cosmetic or functional will be listed on the item’s page. The photos on the page are of the actual item for sale. Please contact us if you need additional information about a particular item.

Are the items for purchase always used or can I buy new items as well?

We have two sections, one for brand new equipment, See below FAQ section for Purchase of new equipment. The second section is for purchase of used equipment.

Purchase of new equipment

Purchase of new equipment

What is the return policy of the purchased item?

Since these purchased items are all brand new, the manufacturer warranty applies to these products. Every manufacturer has their own manufacturer warranty for their products – please contact us if there are any manufacturing defects with the purchased item, as soon as you receive the item.

Other than returns due to manufacturer-related issues, no other returns are accepted. All sales are final.

Payment Plan

Payment Plan

Do you offer payment plans?

Yes, for holders of credit card issued in the UAE by Emirates NBD, ADCB, Mashreq, Dubai First, Commercial Bank of Dubai, NBAD or Mawarid Finance, we offer 3, 6 and 12 months payment plans through the Payfort payment gateway. During the checkout process, you will be offered this option directly if you have a credit card from these participating institutions. For credit cards issued by other financial institutions, please contact them directly to enquire about their installment facilities. As always, should you have any other questions, please contact us. We’re always happy to help.

Can’t find it here? Please contact us for more information.