FREQUENTLY ASKED QUESTIONS
How far in advance should I place my rental order?
We recommend booking your rental items as early as possible to ensure availability, especially during peak event seasons like spring, summer and major holidays. For large events or weddings, we suggest reserving your items at least 6–12 months in advance. For smaller events, booking 4–6 weeks ahead is typically sufficient.
If you’re planning an event on short notice, don’t worry—reach out to us, and we’ll do our best to accommodate your needs!
Do you have instructions on how to set-up and operate items?
Yes! We provide set up and operating instructions for many of our rental items when they are delivered or picked up. You can also find detailed instructions for commonly rented items below.
How are my rental items delivered?
Our delivery personnel are instructed to stack all items in a convenient location (main level). If you require multiple delivery locations on site, please advise your event sales representative in advance so arrangements can be made.
Delivery DOES NOT include set-up and take-down of rentals (excluding tents). If these services are required, please make arrangements in advance (additional charges will be incurred).
When is the rental period?
All charges are for rented items that leave our facility – whether the renter uses the item or not – so please make your selections carefully. Prices are quoted for a one-day (or one weekend for weddings), single event use. Should you desire to use rentals for a longer period of time, please contact us to receive a long-term rate quote.
Do you require a deposit?
Yes, to confirm your rental order we require a 50% deposit. Once a deposit is placed, we are now holding the rental products specifically for you. As a result, if the order is cancelled the deposit amount is non-refundable.
Deposits can be placed via Mastercard or Visa over the phone, any payment source in person, or by etransfer.
All orders must have a valid credit card held on file while the order is active.
What is your payment policy?
All orders must be paid in full before the items leave our location (applicable for deliveries & customer pick up orders).
Credit Card: Charges will be processed prior to delivery or client pickup from the warehouse. Additional charges will be incurred for missing and/or damaged items; a full credit is applied if/when missing items are returned.
Cash/Debit: An additional deposit is required for all rental orders paid with cash or debit. The full deposit is refunded once all rental items are returned in good condition.
What should we do with dishware / glassware / flatware before we return it?
Please scrape or rinse food from dishware and empty liquid from glassware prior to returning and place items back into the crates they were provided in.
Please place dishware and glassware evenly into appropriate crates without overfilling a single crate.
Dirty, dry linen can be placed into provided linen bags.
How do I care for rental items?
Crates are provided for dishware, glassware, flatware and small goods to ensure you receive your rental items undamaged, sanitized and ready to use.
Responsibility of care of the equipment remains with the client from the time of delivery/pickup until the time of return. Please be certain equipment is secured when not in use and protected from the weather.
Charges will be assessed for missing, broken or damaged items, as well as linens which are lost, torn, burned or soiled beyond cleaning. Please be careful of candle wax as it can permanently damage most linen. In addition, tables and chairs must be protected from rain and other harmful weather conditions to avoid damage and replacement charges.
What is your broken and/or missing items policy?
All rented items must be returned on the return date noted on the rental contract. In the event that rental items are missing, you will be contacted by a representative to arrange for their return. If items are lost or broken and cannot be returned, a replacement charge will be incurred. Replacement charges vary by item. Please inquire about our Damage Waiver.
If there are missing items, we leave the invoice open for 4-5 days. When the stated grace period has expired, replacement charges will be assessed. We always offer a full credit for items that are later returned.
How does the damage waiver work?
Damage Waiver is offered to protect renters from additional charges incurred due to broken or damaged rental items. It does not preclude you from paying for missing or lost equipment.
Please return all broken or damaged items in order to be covered by the damage waiver. Certain restrictions may apply.
Am I able to make additions/reductions?
Once a deposit is placed on an order, we are able to make additions to the order at anytime (assuming availability).
Renters are able to reduce the quantity of each rental item by up to 10% – up to one week prior to the event. We cannot completely remove an item from the rental order once it has been reserved.
What are your hours of delivery?
Delivery hours are 9:00am to 5:00pm, Monday through Friday, excluding holidays.
Deliveries can be made outside of hours of operation for an additional charge.
What are your showroom hours?
Monday – Friday: 9:00am – 5:00pm
Saturday: Private appointments only
Sunday: Closed
To see more up-to-date or holiday hours visit our Google listing. If you would like to book an appointment with a rental consultant for your wedding or tent, please send us an email to receive our booking link.
We have event consultants on-hand during business hours to assist you in our showroom. If you’re in event planning mode, we encourage you to visit our showroom where our consultants work with you one-on-one to mix & match rental items and create your unique vision. Nearly every rental product that we own is at your disposal to experiment with in the pursuit of the perfect table setting or head table backdrop.
