Rental Equipment Damaged, Missing or Not Working
It arrived broken or incomplete
Contact Broadway Media immediately, on the same business day if possible and no later than the next business day, and complete the Customer Inspection Form with photos within 24 hours of delivery. The rental team will work to resolve it, which may include sending a replacement unit if one is available. Waiting past the 24-hour window significantly limits what can be done.
It stopped working during your rental
- Try the quick checks: power, batteries, cables, inputs and settings. See Wireless mic has no sound or Projector shows no signal.
- Contact Broadway Media at hello@broadwaymedia.com or 1-800-277-0343 with your order number, what happened and when your next performance is.
- Don't attempt repairs or open any equipment.
Replacements depend on available inventory and can't be guaranteed.
Something was damaged during your rental
- With the Damage Waiver, covered accidental damage (up to $20,000) is handled automatically after the return inspection. Exclusions apply, including theft, loss, missing items and any liquid damage.
- With a COI, you are invoiced for repair or replacement and then claim from your insurer.
Something is missing or lost
Look through cases, the booth, dressing rooms and costume pieces (mics often hide in costumes). Missing items, theft and loss are your responsibility under both protection options. Rental Flex's missing-accessory forgiveness covers only one small accessory worth $50 or less, and does not cover microphones, wireless transmitters, receivers, projectors or cases. Tell the rental team as soon as you know.
After the return
The return inspection is done within 30 days of receipt (the target is 10 business days). You'll be notified of the result and any next steps.
Your rental agreement controls. This article summarizes the published rental terms in plain language. If anything here differs from the Hardware Rental Agreement or the other documents you accepted when booking, those documents control. Rentals are provided by Broadway Media Distribution, Inc. dba Broadway Media, Stage Gear's rental partner.
Questions about your rental
Contact Broadway Media at hello@broadwaymedia.com or 1-800-277-0343, and include your rental order number. Requests for exceptions, extensions or fee waivers are decided by the rental team; the help center and AI assistant can explain the published terms but can't change them.