Frequently Asked Questions

By category

Store info

  • Where is your store located?

    Our head office, main Sales and Rental and Service location is at 1469 Venables Street, Vancouver, BC, V5L 2G1

    We have two other sales offices:

    2740 Matheson Boulevard East, Unit 5 Mississauga, ON L4W 4X3 - By appointment only

    5005, Boulevard Métropolitain Est Montréal, QC H1R 1Z7 - By appointment only

  • What are your business hours?

    At our Vancouver location: Rentals & Service 8:00am – 6:00pm PST - Monday to Friday.

    Sales 9:30am – 6:00pm PST - Monday to Friday.

    Rentals & Service department to be accessed by the rentals door at the rear of the building between 8:00 – 9:30 AM.

    Mississauga and Montréal locations: Sales 9:00am – 5:00pm EDT. By appointment only.

  • Do you have a parking lot?

    Vancouver location: Yes, at the rear of the building. Please, make sure you are parking at a customer spot. There is also free street parking in front of the building.

    Mississauga and Montréal locations both have plenty of parking.

Order Status

  • How can I know the status of my order?
    On the My Account page, under My Orders, are links that list your in-progress and complete orders as well as information pertaining to returns. You can also contact us at websales@fusioncine.com.
  • What happens after placing an order?
    You will receive three emails: one confirms your order; a second with your invoice; and a third confirming shipping details once dispatched to the courier.
  • How can I cancel an order?
    If you wish to cancel an order, please contact websales@fusioncine.com or 1.855.858.2463.
  • When will my order arrive?
    It depends on stock and availability. If you would like further details, please contact websales@fusioncine.com or 1.855.858.2463.

Returns & Exchanges

  • What is the time limit for returning an item?

    You have up to seven (7) days from the purchase date from one of our offices, or from the date of receipt of your purchased goods to return a product to Fusion Cine.; for either a refund or an exchange.

    When you return an item, you must include a copy of the invoice and a note that details the reason behind the return. Returns must be in their unopened and unused condition.

    Non defective (DOA) product returns will be subject to a 10% to 25% restocking fee, and shipping charges will not be refunded.
    There is no option to return special ordered products.

  • How do I proceed to return a product?

    The product must be unused and in its original unopened box to receive a full refund within seven days.

    There is no option to return special ordered products.

Shopping

  • When will my order arrive?
    It depends on stock, availability, and agreement. Call us to confirm your delivery or email us at sales@fusioncine.com.
  • What are the delivery charges for online orders?
    Our policy about shipping depends on where the order is shipped. We have free shipping in Canada on orders over CAD$ 99.00. We do not have free shipping to the US.
  • Which are the procedures in case of a defective item?
    The manufacturers warrant all items sold by Fusion Cine. All items should be sent to the manufacturer directly for services.
  • Can I finance my equipment at Fusion Cine?
    Yes, we have a number of leasing companies that we work together with to provide financing for customers OAC.
  • What are the applicable sales taxes?
    The purchaser agrees to pay to the seller the taxes based upon the address where the order will be shipped. An order to be sent to the U.S.A. is thus, not taxed. For an order shipped in Canada, the taxes depend upon the province; for example, for Quebec, the added taxes are QST (Quebec Sales Tax) and the GST (Goods & Services Taxes).

Payments

  • What payment methods can I use?
    Visa, MasterCard, Visa Debit, debit, PayPal, Amex, wire transfer, leasing/financing, bank draft, and cash.
  • Do prices include taxes or shipping?

    Most prices are in Canadian dollars and exclude taxes, shipping, applicable taxes and duties of exported from Canada.

    We also sell some products in USD. For all products that are delivered outside of Canada, you are responsible for all custom fees as well as export duties and taxes.

  • What are the applicable sales taxes?

    The purchaser agrees to pay to the seller the taxes based upon the address where the order will be shipped.

    An order to be sent to the U.S.A. is thus, not taxed. For an order shipped in Canada, the taxes depend upon the province; for example, for Quebec, the added taxes are QST (Quebec Sales Tax) and the GST (Goods & Services Taxes).

  • Can I finance my equipment at Fusion Cine?
    Yes, we have a number of leasing companies that we work together with to provide financing for customers OAC.

Rentals

  • How do I rent something from you?
    Select the gear that you are interested in at www.rentals.fusioncine.com and submit for an estimate. A rentals agent will get back to you regarding pricing and availability.
    You may also contact us at rentals@fusioncine.com or call 604-879-0003 and press option 2.
  • How do I get a rental estimate?
    To get a rentals estimate, select the gear that you are interested in at www.rentals.fusioncine.com and submit for an estimate. A rentals agent will get back to you regarding pricing and availability.
  • How do your weekly rates work? Do you discount based on multiple days rented?
    1 day rental = 1 day charge; 1 to 3 day rental = Charge for each day (up to 3 day charge); 3 to 7 day rental = 3 day charge; weekend (Saturday / Sunday) = 1.5 day charge; month rental (28 days) = 10 day charge.
    We offer very competitive long term rates. Please contact us today at rentals@fusioncine.com for your quote.
  • Do you have parking or a loading bay?
    Yes! Our business office is in the front of the building, which there is street parking available (no equipment can be dropped off or picked up in our office area). We also have customer parking at the rear of the building and loading zones for equipment pick-ups and returns. All pick-ups and returns must be made through the rentals warehouse as we do not accept any equipment in the office areas.
  • What if I can't pick up/return it on time?
    Let us know ASAP if you can't pick up/return it on time. We may have other clients waiting for the gear.
  • What is required to do a rental?

    We just need a copy present of your government issued photo ID, a valid credit card, a signed rental agreement, and proof of insurance.

    We will accept a copy of your existing company rentals insurance, or short term rental insurance, or a credit card pre-authorization or cash deposit, covering the replacement value of the equipment to be rented.

    Rentals insurance must be made out to the person and company present at the time of rental.

  • When do I pay for my rental?
    Unless you have a corporate account with terms with Fusion Cine, all rentals must be paid in their entirety at the time of pick up and before the equipment may be released.
  • What happens if my rental needs to go longer than arranged/booked?
    We count on our customers being on time and considerate of other customers who are awaiting the equipment to be used after you, so gear must be returned as arranged.
    If your need has extended and you do require it for longer, please contact your rentals agent immediately to extend your rental and pre-pay for the additional rental time rental period, if required.
  • What if my shoot is on a weekend?

    We do provide discounted weekend rates. Weekend (Saturday / Sunday) = 1.5 Day Charge.

    Pick up Friday afternoon 4-6pm, return Monday morning 8-10am.

  • Do you have a discounted rate for travel days? (i.e. reduced rate for time of equipment or crew in transit or shipping?
    Yes! Our equipment travels all over the world and we can work with you for the creation of carnets and will try to help minimize the additional costs involved in travel time.
  • Can you teach me how to use the gear?
    Yes, we can do basic operation training, but it must be arranged in advance.
  • Can I get my gear today?
    Yes, same-day rentals are possible as long as we are given a minimum lead time depending on the item. For instance, one item may only take 30 minutes to prepare, but a camera or lighting package can take 2 hours to prepare.
  • What is your cancellation policy?
    If a rental is cancelled 24 hours before pick up time, there is no charge. If cancelled 24 hours or less, the rental will still be charged as arranged.
  • What happens if I break/lose your camera?
    You will be charged for any loss or damage.
  • Do you have after-hours returns and pick-ups?
    We have a locker system in place for after-hours returns and pick-ups.
  • Can I rent without insurance?

    Unfortunately, not. Due to the high value nature of our equipment, all rentals require a Certificate of Insurance or deposit before any item may leave our warehouse.

    Individual items or equipment packages that exceed a purchase value of $10,000 must have a Certificate of Insurance, items or packages valued at less than $10,000 can be rented with a deposit of their value in lieu of the insurance.

    The deposit will be refunded 24 hours after the rented item(s) have been returned and evaluated.

  • How does rentals insurance work?

    You can purchase insurance from many different providers. We recommend using Front Row Insurance.

    You can purchase a short term insurance policy here.

  • I'm out of town. Will you ship gear to me?
    Yes! We can ship gear anywhere in Canada as long as we have all necessary documents provided. You will incur the shipping cost as well as travel time on the equipment.
  • Can I come check out the gear before renting it?
    Yes! We highly encourage customers to test and familiarize themselves with the equipment before leaving the rentals warehouse. We have camera lanes and prep space available upon request. You are able to come and test equipment in house, as long as the equipment is available. Equipment prep and camera lanes must be booked in advance.

Service

  • How do I get something repaired?

    Our Vancouver office is open Monday to Friday from 8:00am until 6:00pm.

    You can either ship into us or drop your repair off at our facility.
    If shipping in, Make sure you secure the item well inside of a plain box so it does not bump around or get damaged during transport.

    We do not recommend you ship in the original box without covering it up first.

    Please make sure you enclose all of your contact details inside the box along with a brief description of the issue fault. Do not send in any accessories including batteries or memory cards unless the issue you are experiencing is directly related to one of these items.

  • What is an evaluation fee?

    Our evaluation fee is the cost for our technicians to look at your product and diagnose the fault when out of warranty.

    This can include testing, checking functions and in some cases disassembling your product to check for problems.

    We will call or email you once the evaluation is completed to let you know what the cost will be for repair before we proceed.

    Professional Equipment repair Evaluation Fee

    $120 (waived after ordering a repair)

    Consumer Equipment repair

    Evaluation Fee

    $25 (waived after ordering a repair)

  • How long does it take for a repair?

    We try to get all units evaluated within 48 hours of receipt, however, this will vary with the problem and how intermittent the issue may be.

    Parts availability can definitely have an effect on turnaround time and we’ve little control of this.

    We’re here to help and will work with you to get urgent repairs back to you as soon as possible.

International

  • Can I have my package shipped outside of Canada?

    Yes, but currently we only sell to Canada and the United States.

    For all products delivered outside of Canada, you are responsible for all customs and export fees.

    For all purchases from outside of Canada, please contact us at websales@fusioncine or call us +1.855.858.2463.

  • What are the applicable sales taxes?

    The applicable sales taxes are based upon the address where the order will be shipped.

    For an order shipped in Canada, the taxes depend upon the province the goods are shipped to; for example, for Quebec, the added taxes are QST (Quebec Sales Tax) and the GST (Goods & Services Taxes).

I need help to...

  • Access my account
  • Finish checking out
    If you're having trouble checking out, please email us at websales@fusioncine.com with a copy to marketing@fusioncine.com. You call also call us at 1.855.858.2463
  • Get a rentals estimate

    To get a rentals estimate, select the gear that you are interested in at www.rentals.fusioncine.com and submit for an estimate.

    A rentals agent will get back to you regarding pricing and availability.

  • Repair my gear

    We are open Monday to Friday from 8:00am until 6:00pm (Rentals and Services hours) and 9:30am until 6:00pm (Sales hours).

    Rentals & Service department to be accessed by the rentals door at the rear of the building between 8:00 – 9:30am.

    You can either ship in to us or drop your repair off at our facility.

    If shipping in we request that you package well and enclose you contact details along with a brief description of the fault you are experiencing along with a copy of your proof of purchase if under warranty. Include an e-mail address as well please.