Payment, Confirmations, and Cancellations
To confirm a reservation, Credit Card information is required and will be used as a form of deposit and payment. Full payment of the Invoice is made in full (24-48) hours before delivery and installation. All changes must be made (2) days before delivery to avoid any mistakes or additional charges. You will be emailed the rental agreements needed to be reviewed and signed. We encourage all of our clients to confirm as soon as possible to ensure availability.
Cancellations made up to 48 hours prior to delivery have no additional charges. Cancellations within the final 24 hours
may be subject to a cancellation fee of 50% of the total order, and cancellations on the day of delivery will be subject to 100% of
the total order. Partial items that are canceled on the delivery day will be charged 100% of the cost. Special / Custom Order items are non-refundable once reserved, regardless of when it is canceled.
All orders that are canceled by “unfortunate” weather will be charged 50% (If canceled the day before)
and 100% (if canceled the day of). Unless our personnel are unable to work in the weather conditions, all orders canceled due to “bad weather” will follow the cancellation policy.
Delivery and In-Store Pickup
The cost of delivering rentals depends on factors such as the distance, total rental cost, and window time for arrival or pickup.
We kindly remind our valued customers that they are responsible for the pick-up and drop-off of equipment from our shop, including the loading and unloading of the items. Although our staff members are available on-site to assist, we request that customers take on the responsibility of loading and unloading the equipment from their own vehicles. Thank you for your understanding and cooperation in ensuring a smooth and efficient rental experience.
Order Placement
We recommend placing your order as far in advance as possible. While we maintain large quantities of inventory items, they may occasionally be fully booked. We will make every effort to fulfill your request when the order is placed.
Order Changes
Yes, you can make additions and modifications to your order up to 3 days prior to the delivery or in-store pickup date. You can easily make these changes via phone or email. Additions are subject to availability, we will accommodate your request as best as we can. Please refer to our company policy to avoid any cancellation fees.
Delivery Services
We offer curbside delivery and pickup for an additional cost. It is highly recommended to have a representative available on-site to meet the delivery truck and sign once the equipment is received. the Delivery personnel will leave the items in a convenient space for both the client and the delivery personnel. Standard delivery rates apply during business hours. Before or after-hour delivery and pick-up services have additional fees, subject to schedule per client request.
Delivery Notifications
All drivers call 15 to 30 minutes upon arrival. You are welcome to call our office on the day of your scheduled delivery/pick-up for a shorter estimated window time. We make every effort to accommodate a courtesy one-hour call prior to delivery. While we strive to fulfill this request, please note that it is subject to change and cannot be guaranteed.
Rental Item Setup
Yes, we provide setup and breakdown services for an additional cost. These arrangements must be made in advance when placing your order to guarantee availability. We will handle the installation and dismantling of all bulky equipment, including canopies, dance floors, and stages. We do set up linen, chair covers, china, or glassware. Please speak with your event consultant for more information.
Missing Items
Upon request, our delivery/pick-up staff can count the rental items on-site to verify the quantities are correct. Replacement fees will be assessed for missing items. If you happen to find any rental items after the pickup is complete, please call our office to receive instructions on how to proceed, refunds will be given if applicable.
Item Return Guidelines
In general, you are not required to wash the rental items before returning them. However, we kindly request that dishware and food service items be lightly rinsed and debris-free, then placed back in their original cases. Linens should be shaken out and air-dried to prevent mold or damage. For detailed instructions, please refer to our policy or speak with your event consultant.
Equipment Return Responsibility
The customer is responsible for the equipment from the time of delivery until the time items are retrieved. Please ensure that the equipment is secured when not in use and protected from inclement weather. Tables and chairs should be broken down and stacked, as well as china, silverware, glassware, etc., should be repacked in their original containers or bags, ready for pick-up. Additional fees may apply for breakdown and packaging done by our crew if not previously scheduled.
