How to request and manage an equipment rental

PRO TIP: eblink{Learn how to prep for a smooth onsite experience=>https://www.eventbrite.com/support/articleredirect?anum=39755}.

NOTE: Equipment requests received less than 14 days before the event may not be able to be fulfilled.

— You have a Customer Success Manager

Contact your Customer Success Manager to request an equipment rental. They’ll work with you to determine your onsite needs and submit the request.

PRO TIP: If you choose to fill out the eblink{Equipment Request Form=>https://www.eventbrite.com/support/rentequipment} instead, only standard pricing is shown. Any custom pricing will be reflected in your rental contract.

— You don’t have a Customer Success Manager

To request equipment, fill out the eblink{Equipment Request Form=>https://www.eventbrite.com/support/rentequipment}. Our team will reply to your request via email within 48 hours. Approximately 10 days before your event, you’ll also receive a rental contract to sign that will finalize the shipping information. Important: Please submit your request at least 14 days before you need the equipment.

NOTE: The rental request form is only available in the following: U.S., Canada, U.K., Ireland, Australia, Brazil and Continental Europe. Please contact our support team at ebmail{rentals@eventbrite.com=>mailto:rentals@eventbrite.com?subject=Equipment rental request&body=I'd like to request an equipment rental for my event(include event name or event ID number):%0D%0AEventbrite account email address is:%0D%0A%0D%0ABelow is the require information(answer the following questions)%0D%0A%0D%0AWhat is your event start and end date?%0D%0AHow many attendees do you expect at your event?%0D%0AHow many entrances/gates do you have?%0D%0AHow long will the registration and attendee check in be (how many hours)?%0D%0AAre you looking to scan attendee tickets, sell tickets, or both?%0D%0AWhat is your contact phone number?%0D%0A} if you are outside of those regions and want to inquire about equipment rentals.

— FAQ: General

(1) HOW LONG IS THE RENTAL PERIOD? The rental period is for 1-2 business days before the start of your event until 1 business day after the event ends. (2) CAN I GET EQUIPMENT EARLY? Equipment can only be sent early if we can confirm that the equipment is needed and will be used early. If you’d like to receive your equipment more than 2-5 business days prior to your event start date, please enter that date as the event start date. If you’d like to receive your equipment more than 5 business days prior to your event start date, you’ll need to submit a separate request for the desired date. Note: You can also extend your rental period by simply paying an additional week’s rental fee. (3) WHEN WILL MY EQUIPMENT BE DELIVERED? Your equipment will be delivered 2-4 business days before your event start date. You'll receive a Fedex tracking number as soon as your equipment ships out from our facility. If you still can’t locate the email with your tracking number, contact ebmail{rentals@eventbrite.com=>mailto:rentals@eventbrite.com?subject=Shipping information request&body=I'm unable to locate the email containing the FedEx tracking number(s) for my equipment delivery. The email address on the Eventbrite account associated with the rental request is:} to request your tracking number. (4) WHAT'S THE STATUS OF MY REQUEST? There are five steps in the request process. • Step 1 - Request must be submitted 10 business days prior to event start date. • Step 2 - Equipment Lease Agreement is sent 7-10 business days prior to your event. • Step 3 - Equipment Lease Agreement must be signed and completed 5 business days prior to your event. • Step 4 - Equipment is shipped 3-5 business days prior to the event. • Step 5 - Equipment is delivered 2-4 business days prior to the event at the address you provide in the Lease Agreement.

— FAQ: Fees & Charges

(1) HOW WILL I BE CHARGED FOR THE EQUIPMENT RENTAL? All fees associated with the rental will be deducted from your final payout post-event. If your rental fees exceed your payout amount, or if you are using another payment processor, the invoice will generate a pay by credit card link in your Eventbrite account. (2) WHAT'S INCLUDED IN THE SHIPPING FEES? The shipping fees include shipping to-and-from your delivery address as well as insurance for the equipment in the event anything happens during transit. A pre-printed Fedex return label will be included in your shipment — please save the label to ship your packages back post-event. (3) WHY DID I RECEIVE AN ADDITIONAL CHARGE? • Late equipment - Per your Equipment Lease Agreement, a late return fee will be applied if equipment is returned later than 1 business day after your event ends. • Damaged equipment - Per your Equipment Lease Agreement, a fee will be charged if equipment returns damaged. • Lost/stolen equipment - Per your Equipment Lease Agreement, a fee will be charged for lost or stolen equipment.

— FAQ: Receiving Equipment (Shipping)

(1) WHICH COMPANY DO YOU USE FOR YOUR SHIPPING SERVICES? Equipment is shipped via FedEx. You’ll receive tracking updates via email from FedEx when your equipment ships from our facility. (2) WHERE WILL EQUIPMENT BE DELIVERED? Equipment is delivered to the shipping address you enter in the Equipment Lease Agreement — you'll need to complete and return the agreement 5-10 days before your event start date. A signature is also required at the time of delivery. If you need to update your delivery address after it's shipped, contact FedEx directly at 1-800-463-3339 or via their eblink{Customer Support page=>http://www.fedex.com/us/customersupport/?cc=us/}. (3) HOW DO I CHANGE MY SHIPPING INFORMATION? Once an Equipment Lease Agreement has been signed and completed, we can't modify the shipping information. • If your equipment hasn’t shipped yet — you can update your request by emailing ebmail{rentals@eventbrite.com=>mailto:rentals@eventbrite.com?subject=Request to update existing rental request&body=I'd like to update my existing rental request. The email address on the Eventbrite account associated with the rental request is:%0D%0AI'd like to (add your update request here).}, they’ll reply within 2 business days. • If you need to update your delivery address after it's shipped — contact FedEx directly at 1-800-463-3339 or via their eblink{Customer Support page=>http://www.fedex.com/us/customersupport/?cc=us/}. (4) WHY HAVEN'T I RECEIVED MY EQUIPMENT? Go to eblink{https://www.fedex.com/fedextrack/=>https://www.fedex.com/fedextrack/} and enter the tracking number(s) you received to track the status of your equipment delivery. If your equipment delivery is late, check for contact attempts from FedEx (e.g., door tag for failed delivery attempt and next steps or a phone call). If you notice an issue with the status of your equipment delivery, contact FedEx directly at 1-800-463-3339 or via their eblink{Customer Support page=>http://www.fedex.com/us/customersupport/?cc=us/}.

— FAQ: Lost, Stolen, or Damaged Equipment

(1) THE EQUIPMENT IS LOST OR STOLEN. NOW WHAT? • Lost equipment — Change your Eventbrite account password being used on the devices. Send an email to ebmail{rentals@eventbrite.com=>mailto:rentals@eventbrite.com?subject=Lost Equipment&body=My rental equipment is lost. I've supplied the required information below.%0D%0A%0D%0AFedEx tracking number:%0D%0ALast name: %0D%0AEmail address (used to submit the order):%0D%0AEvent start and end date:%0D%0ALost equipment:%0D%0AKit type:%0D%0AAny additional comments:} to notify that devices have been lost • FedEx tracking number • Last name • Email address (used to submit the order) • Event start & end date • Lost equipment • Kit type • Any additional comments • Stolen equipment — Change your Eventbrite account password being used on the devices. File and complete a police report for the stolen devices. Send an email to ebmail{rentals@eventbrite.com=>mailto:rentals@eventbrite.com?subject=Stolen Equipment&body=My rental equipment has been stolen. I've supplied the required information below.%0D%0A%0D%0AFedEx tracking number:%0D%0ALast name: %0D%0AEmail address (used to submit the order):%0D%0AEvent start and end date:%0D%0AStolen equipment:%0D%0AKit type:%0D%0AAny additional comments:%0D%0A%0D%0AIMPORTANT: In addition to sending this email to notify us of the stolen equipment, please file and complete a police report.} to notify what devices have been stolen and include the police report information: • FedEx tracking number • Last name • Email address (used to submit the order) • Event start & end date • Stolen equipment • Kit type • Any additional comments (2) I RECEIVED DAMAGED EQUIPMENT. NOW WHAT? First, follow these eblink{troubleshooting steps=>https://www.eventbrite.com/support/articleredirect?anum=3759} to confirm the equipment is damaged. If you received damaged equipment, email ebmail{rentals@eventbrite.com=>mailto:rentals@eventbrite.com?subject=Damaged Equipment&body=My rental equipment arrived, but some of it is damaged. I've supplied the required information below.%0D%0A%0D%0AFedEx tracking number:%0D%0ALast name: %0D%0AEmail address (used to submit the order):%0D%0AEvent start and end date:%0D%0ADamaged equipment:%0D%0AKit type:%0D%0AAny additional comments:} with the following information: • FedEx tracking number • Last name • Email address (used to submit the order) • Event start & end date • Damaged equipment • Kit type • Any additional comments (3) HOW DO I RECEIVE REPLACEMENT EQUIPMENT IF A DEVICE IS DAMAGED DURING MY EVENT? First, follow these eblink{troubleshooting steps=>https://www.eventbrite.com/support/articleredirect?anum=3759} to confirm your device is damaged. If equipment is damaged during your event, email ebmail{rentals@eventbrite.com=>mailto:rentals@eventbrite.com?subject=Damaged Equipment - Request Replacement&body=My rental equipment arrived, but some of it is damaged. I've supplied the required information below.%0D%0A%0D%0AFedEx tracking number:%0D%0ALast name: %0D%0AEmail address (used to submit the order):%0D%0AEvent start and end date:%0D%0ADamaged equipment:%0D%0AKit type:%0D%0AAny additional comments:} with the following information: • FedEx tracking number • Last name • Email address (used to submit the order) • Event start & end date • Damaged equipment • Kit type • Any additional comments

— FAQ: Returning Equipment

(1) WHEN SHOULD I RETURN MY RENTED EQUIPMENT? Equipment is to be returned 1 business day after your event ends. Equipment sent after this time will result in late fee charges equivalent to an additional week of rental. (2) HOW DO I RETURN RENTED EQUIPMENT? Pack all contents as they were received in the packaging provided. Remove the the old shipping label and affix the pre-printed Fedex return label on the box. Drop the package off at the nearest FedEx shipping location or call Fedex to arrange for a pickup.

— FAQ: Resources & Training

(1) HOW DO I SET UP AND USE EQUIPMENT? Once equipment ships, you'll receive instructional videos and documentation on how to use and set up equipment (including printed equipment setup instructions). Here are a few helpful links to get started: • eblink{Getting Started with the Eventbrite Organizer app for iOS=>https://www.eventbrite.com/support/articleredirect?anum=5870} • eblink{Selling Tickets with Eventbrite Organizer=>https://youtu.be/VGHoLMxewv4} (8 minute video) • eblink{Scanning Tickets with Eventbrite Organizer=>https://youtu.be/FaMqlmsJFJY} (5 minute video) (2) DO YOU HAVE ANY TRAINING MATERIALS FOR MY BOX OFFICE/REGISTRATION TEAM? Feel free to share the equipment setup and Eventbrite Organizer app videos and instructions with your event staff team.