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All Photo/Video Gear - Frequently Asked Questions

ORDERS

On our website, select the gear you would like to try 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 UPS or Fedex, and will email 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. No deposits, no hassle! (for a majority of our orders, there are no deposits. In some cases where our fraud 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)


We also offer a rent-to-own program if you would like to purchase the item after the trial.

For a majority of our orders there is no deposit. In some cases where our fraud 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.

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.

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.

Your trial ends on the day that you specified as the End Date while ordering your items. You will need to drop off the items at UPS/Fedex on the End Date.

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 postage provided in the box along with your items.

You may extend your rental if the item is not currently reserved for another order. Please contact us to determine if your rental may be extended.

Yes, you may take your Lumoid trial items abroad. But, please note that our damage waiver policy does not cover your Lumoid trial items when you travel abroad.

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

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.

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 Lumoid trial items for every day until the items get shipped back. This is to ensure that other customers, like you, will get their Lumoid trial items on time.

While picking the Start and End date for each item, you can also choose to purchase damage waiver for the item. By default, your items do not come with damage waiver coverage.

Please read our damage waiver policy here.

For orders that are shipped: You may cancel your order up to 24 hours prior to order shipment (your order leaves our warehouse 3 business days before your start date). Failure to do so will result in a 1 day rental charge (prorated off the 3 day rate) + taxes. 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.


For pick-up orders : You may cancel your order up to 24 hours prior to scheduled pick-up of your gear. Please note - for orders canceled within 24 hours prior to scheduled pick-up, no part of the rental fee will be refunded.

PURCHASE AND PAYMENT

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 (for up to the end of the year) towards a purchase.

We offer competitive prices for our items, and the prices vary, depending on usage and wear-and-tear. Check out our rent-to-own page for quotes on specific items that you’re looking to buy.

When you rent from Lumoid, 20% of your subtotal (excludes shipping charges and taxes) is automatically transferred to Lumoid Credit which can be used to buy anything from our photo purchase store! Credits can be applied to purchasing photo and drone gear only, not towards rentals or wearables and audio gear.

Lumoid Credit is valid for a year - you start accumulating credits on Jan 1st and on Dec 31st, your Lumoid credit gets reset to 0.

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

Lumoid accepts the following major credit cards: Visa, American Express, Master Card and Discover Card.

We do not accept prepaid cards, cash, check, money orders, or COD.

Your credit card will be charged as soon as your box is ready to be shipped from our warehouse.

Yes, we charge a sales tax of 8.75% on all orders.

EQUIPMENT AND SHIPPING

Our gear at Lumoid 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.

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.

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.

All orders from Lumoid are shipped via UPS, USPS or FedEx. Your shipping fee depends on your location and the number of items in your order. Our base shipping fee (for up to 2 photography/video gear) is as follows:


CA, CO, ID, NV, OR and WA - $21

AK and HI - $36

All other states - $28

Yes, We can ship your order via UPS, USPS or FedEx expedited shipping for an additional charge, depending on where you live. Our expedited shipping fee is $63 for overnight and $43 for 2 day shipping, with the exception of:

CA, CO, ID, NV, OR and WA - $48 for overnight and $33 for 2 day

We ship out all orders via UPS, USPS or FedEx. If you would like to use a different carrier please contact us to make other arrangements.

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

No, Lumoid does not ship internationally at this moment. Maybe soon! If you would like us to ship you a Lumoid box outside the US, contact us - if there’s enough demand, we just might start shipping to your country.

We do not ship to PO boxes or APO addresses.

We sure do! However, we will need to charge extra for shipping, depending on where you’d like the items shipped and when. Contact us.

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

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.

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.

It's simple! Just use the prepaid label supplied in your order and the box you received from us. Then drop it off at any UPS or FedEx location (depending on the return label).


When shipping back your gear, please remember to include all 3 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.


Please make sure your package is dropped off by the local FedEx cutoff time (the exact time varies from location to location). 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).

Please make sure your package is dropped off by the local FedEx cutoff time (the exact time varies from location to location). 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).

Our packaging has been carefully selected and tested to ensure ultimate protection for our gear. Consisting of shipping-grade cardboard boxes and foam inserts with 2-inches 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.

Pick-ups are between 3pm-6pm, and drop-offs need to be returned by 3pm. For $30, we can arrange to have your order prepared earlier, or schedule your drop off for a later time. If you are unable to schedule your late drop-off with us ahead of time, you will be charged $30 and a late fee of 1 x daily rate of your gear.

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:


Lumoid
395 South Van Ness Avenue
San Francisco, CA 94013


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.

Wearables - Frequently Asked Questions

WEARABLES

We've deliberately made the Home Try-On program as simple as possible.


a. Pick any 3 items, add to your Home Try-On Cart, tell us where to ship it to. There is a $35.00 charge for the trial, $25.00 of that will go towards your wearable purchase.


b. We ship the items to you via USPS, and you get 1 week from the day you get the items, to try them out. Wear the items, download the related apps, and sync the data. Test-drive them to understand what works best for you.


c. At any time during the 1 week period, come back to lumoid.com/products/wear and purchase the item you've decided to buy. We'll send a brand new item of your choice.


d. Ship back the Home Try-On box using the return label inside the box. If you haven't picked an item to buy at the end of 1 week, then we charge a $35.00 fee for the Home Try-On. If you have purchased an item on or before the 1 week of Home Try-On, then there is no additional charge or fee.

Most of our wearables fall under the "Try upto 3 items for $35.00" category. For some smartwatches, since they are much more expensive than a typical fitness tracker ($220+), they have an individual Home Try-On price. When you add these items to your Home Try-On box, you'll notice that the total includes the individual Home Try-On fee. When you decide to buy an item, $25.00 of the Home Try-On fee (or less, if you have applied a discount code) goes towards purchase of the item.

All the Home Try-On items are in Used, Like New condition. These have been fully tested, inspected and cleaned by our experts. Should you have any issues with the usage of these devices, please contact us as soon as you get the Home Try-On box.

No. Here are the pricing options, so you know exactly what you get charged for and why:


  • a. Your card will be charged $35.00 when the home try-on box ships to you.

  • b. If you return all the Home Try-On items and purchase a wearable item within the 1 week trial period, $25 will go towards your purchase.

  • c. If you return all the Home Try-On items and do NOT purchase a wearable item within the 1 week trial period, the $35.00 charge is considered a trial fee.

  • d. If you don't return all the Home Try-On items or return the items damaged, then you incur a fee, depending on the cost of the missing or damaged items.

  • e. For a majority of our orders there is no deposit. In some cases where our fraud 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 home try on items.

Since the 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.

Absolutely! Tell us what item you'd like to try (send us an email at hello@lumoid.com) and we'll work with the manufacturer to get the item listed on our website.

We've always believed that consumers should have the option to try before they buy. We spoke to many Lumoid customers to understand how they bought and used these items, and realized that these devices are so personalized - what works for your friend, might not be suitable for you. So we decided to provide a simple Home Try-On program, to fully test-drive the devices before you commit to purchasing them.

You have 1 week starting from the day you receive the Home Try-On box, to redeem the Home Try-On fee towards the purchase of a wearable.

We understand some people might need more time with their trial. If you let us know ahead of time, we can extend the trial by a week for $15. Please note that this charge does not go towards the Home Try-On credit.

If the box is not returned within the week it is due, we charge a $20 late fee.

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:


Lumoid
395 South Van Ness Avenue
San Francisco, CA 94013


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.

Lumoid Listen Trial - Frequently Asked Questions

AUDIO & SMART SPEAKERS

The trial is for 14 days.

Your trial begins on the day that the carrier delivers or attempts to deliver your package.Your trial ends 14 days later. You will need to drop off the items at Fedex.

For example, if you receive your speaker on Thurs, Oct 1, you must ship back the items on Thurs, Oct 15 using the prepaid postage provided in the box along with your items.

No, Lumoid does not ship internationally at this moment. Maybe soon! If you would like us to ship you a Lumoid box outside the US, contact us - if there’s enough demand, we just might start shipping to your country.

Since the 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.

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:


Lumoid
395 South Van Ness Avenue
San Francisco, CA 94013


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.

Most of our headphones fall under the "Try upto 5 items for $30.00" category. For some headphones, since they are much more expensive, they have an individual Home Try-On price. When you add these items to your Home Try-On box, you'll notice that the total includes the individual Home Try-On fee.

Purchases & Rent To Own - Frequently Asked Questions

PURCHASE

Since all the items on our purchase store 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

  • b. You are covered for 30 days by Lumoid 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.

  • c. We provide 3rd party warranty from Mack camera, which is priced at:

  • - 1 year warranty for lens priced under $1,000 — $29
  • - 1 year warranty for lens priced under $3,000 — $49
  • - 1 year warranty for camera priced under $1,000 — $49
  • - 1 year warranty for camera priced under $3,000 — $69

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.

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.

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.

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.

Most of the items we offer for purchase are lightly used items. In some cases, we do have brand new, unopened units available for purchase. Contact us if you prefer to buy the item brand new.

PAYMENT PLAN

Yes, we offer 3, 6 and 12 month payment plans through Affirm.

Affirm is a financing alternative to credit cards and offers instant financing for purchases online. With Affirm, you can buy and receive your purchase now, and pay for it in fixed monthly installments over the course of three, six, or twelve months.

Lumoid is not affiliated with Affirm in any way. We simply provide Affirm's services through our website, to offer longer term payment plans.

Starting August 2015, all of our payment options for purchases will be via Affirm. We will still offer the ability to buy the item with a one-time payment through Lumoid.

Please checkout with the item you want to purchase and choose “Financing with Affirm” as the payment type. You will be redirected to Affirm to answer a few questions before your payment plan is approved.

Affirm will ask you for a few simple pieces of personal information – your name, email, mobile phone number, date of birth, and the last four digits of your social security number. Affirm uses this information to verify your identity, and to make an instant loan decision. Affirm will base its loan decision not only on your credit score, but also on several other data points about you. This means you may be able to obtain financing from Affirm even if don’t have an extensive credit history.

When you first create an Affirm account, Affirm performs a 'soft' credit check to help verify your identity and determine your eligibility for financing. This 'soft' credit check will NOT affect your credit score. If you apply for more loans with Affirm, they may perform additional 'soft' credit checks to ensure that they offer you the best financing options possible.

Please contact Affirm via email at help@affirm.com or by calling 855-423-3729 for assistance on denials.

Unfortunately, we cannot offer our payment plan option outside the United States.


As always, should you have any other questions, please Contact Us. We're always happy to help.

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