FAQs - The Shack
Can I edit my gear reservation after I’ve created it?
Yes! If your reservation hasn’t been approved yet, you can make changes directly in Patron Portal. If it’s already approved, just email the Shack at least 1 business day before your pickup, and we’ll help update it.
I have a hold on my Webcheckout account. How can I get it removed?
Reach out to the manager of the equipment center that issued the hold, they’ll let you know the next steps.
What if I’m going to be late for my pickup or return?
Please email or call the Shack to let us know. For advanced gear or orders larger than 100 items, you must arrive by 4:00 PM.
Late returns are considered a policy violation, and the student who made the reservation may get a hold on their Webcheckout account.
What if I damage or lose a piece of equipment?
Contact the Shack and the G&E Coordinator as soon as possible. Provide a detailed explanation of what happened so we can sort it out.
Patron Portal is giving me an error when I try to make a reservation. What should I do?
Email the Shack with details about the error. Screenshots are super helpful!
Can I pick up or return equipment on Saturday?
Generally, no. However, Saturday pickups or returns are allowed if your project is filming on the stages. Please contact the G&E Coordinator for approval.
Another project member has certifications that I don’t have, can I make two reservations?
Nope. Only one reservation per checkout is allowed unless the G&E Coordinator gives special approval.
If I’m shooting on a DePaul stage, can I pick up gear in the morning and return it in the afternoon?
Maybe! Reach out to the G&E Coordinator to discuss your project’s equipment needs.
Can someone else pick up or return my gear?
For pickup, you must be there to sign for your reservation, but another team member can start prepping and packing your order. Another team member can return the equipment, but you’re still responsible for any lost or damaged gear.
Can I check out additional equipment after I’ve picked up my gear?
Usually no, unless there’s a safety concern or extraneous circumstances outside the patron’s control. Any additions need approval from the G&E Coordinator or a Senior Studio Technician.
🤔 Need more info or have a question?
Email: [email protected]
We want your shoot to go great, please reach out anytime!
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