Frequently Asked Questions

By category

Store info

  • Where is your store located?
    1469 Venables Street, Vancouver, BC, V5L 2G1
  • Can I rent something across Canada?
    Please note that we rent equipment across Canada, but currently only facilitate rentals out of our Vancouver location, so rentals outside of this area may require additional shipping time.
  • What are your business hours?
    Rentals and Service 8:00am - 6pm PST - Monday to Friday. Sales 9:30am - 6pm PST - Monday to Friday. Rentals & Service department to be accessed by the rentals door at the rear of the building between 8:00 – 9:30am.
  • Do you have a parking lot?
    Yes, at the rear of the building. Please, make sure you are parking at a customer spot.

Order Status

Shopping

  • What payment methods can I use?
    Visa, Mastercard, Visa Debit, debit, Paypal, Amex, wire transfer (in-store only), bank draft (in-store only), and cash (in-store only).
  • 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 fees.
  • What is exactly happens after ordering
    You will receive an email confirmation placed an order. After that, you will get invoice email and, finally receive an email shipping confirmation.
  • Can I have my package shipped outside of Canada?
    Not at the moment
  • 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 orders from the online order?
    Our policy about shipping depends on you are ordering from. We have free shipping on orders over CAD$ 99.00. We do not have free shipping to the USA.
  • 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.
  • 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).
  • How will I be reimbursed?
    In order to return an item, the customer must visit the Fusion Cine store, where personnel will process the exchange or refund. A customer who cannot travel to the location must call the Fusion Cine Sales Department in order to take the appropriate steps. Call us +1 855 858 2463

Payments

  • What payment methods can I use?
    Visa, Mastercard, Visa Debit, debit, Paypal, Amex, wire transfer (in-store only), bank draft (in-store only), and cash (in-store only).
  • 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 fees.
  • 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).

Rentals

  • What is your cancellation policy?
    If a rental is cancelled 24 hours before or more, there is no extra charge. If cancelled 4 hours or less, there will be a full charge.
  • 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?
    All equipment rentals require a Certificate of Insurance or Deposit before any item can leave Fusion Cine. Individual items or equipment packages that exceed a purchase value of $10,000.00 must have a Certificate of Insurance, items or packages valued at less than $10,000.00 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. Purchase FROM FRONT ROW and save $10 with Discount Code: FUSIONRENT
  • I'm out of town. Will you ship gear to me?
    Yes! We can ship gear anywhere 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 have a prep space. You are able to come and test equipment in house, as long as the equipment is available. Must be booked in advance.

Service

  • How do I get my Sony camera repaired?
    We are open Monday to Friday from 8:00 am until 6:00 pm. You can either ship into us or drop your repair off at our facility. If shipping in we request that you pack 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.
  • 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.
  • 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?
    Currently we are only selling for Canada and United States. For all products that are delivered outside of Canada, you are responsible for all custom fees as well as export fees.
  • 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).
  • 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.

I need help to...

  • Access my account
  • Finish checking out
    If you're having trouble checking out, please email us at sales@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, please browse your selected rentals gear at www.rentals.fusioncine.com and add to rentals quote cart. A rentals coordinator will send you a rentals quote very soon. If you wish to contact him directly, please send an email to rentals@fusioncine.com or call 604.879.0003 if you're in Vancouver or 514.942.3048 if you're in Montreal.
  • 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.