Frequently Asked Questions
If I place an order online is my request booked and guaranteed?
In short, No. We need to verify availability and then have you sign the rental contract after viewing our full terms and conditions. Then we charge a 25% deposit and the rental will be booked.
When will my rentals arrive?
Delivery schedules are not completed until one business day prior to the delivery date. Unfortunately, late changes to existing orders and other unexpected events such as traffic and bad weather can cause delays or a shuffling of the delivery schedule. You may call our store at any time on the day of delivery and we will make a sincere effort to estimate the time of our arrival. Shorter delivery windows are available for a fee to prioritize your delivery for that time frame.
What is the charge for delivery?
Our deliveries start at $45 one way and can go up based on distance from the warehouse, stairs, elevators, long distances from the truck, inability to drive on grass, after hours time slots, weekend and holiday deliveries, and shorter delivery windows.
Do you offer customer pickup?
Yes, you may pick up your items assuming you have a suitable vehicle to do so. We reserve the right to cancel without refund any rentals we deem unsafely transported, or if we feel your transportation will damage our equipment. You are responsible to load your own vehicle, our staff are only here to count out the inventory, not load customer vehicles.
How long is the rental period
In almost all cases, our rental rates are based on a reasonable event period. We recognize that a 24-hour rental window may not make sense if your event occurs over the weekend. We consider Friday to Monday to be the same as a one-day rental. If your event is on a weekday, we will gladly deliver the day before and pick-up the day after your event for a one-day charge.
How are rental items packed?
Rentals are delivered clean, sanitized, and ready for use! All dishware, glassware, and flatware arrive in special racks and containers wrapped in plastic bags and sealed for use*. Linens are folded, bagged, and sent with a teal-colored linen bag in which to place your dirty linens after use.
*Helpful hint: When opening the bags for use, rip or cut a slit in the top of the bag. Remove the glassware without removing the bag from the rack. When you are ready for clean-up, the bag will catch any food debris or left-over drops of wine when you place the items back in their racks. Trust us – your hardwood floors and car interiors will appreciate it!
Do I need to clean the equipment before I return it?
Sort of. When renting china, glassware, and/or flatware, we ask that you remove any excess debris by rinsing off the equipment prior to returning. You should not wash these items, as some soaps/detergents may damage the equipment. If you rented linens, under no circumstances should you wash or dry them. If linens become wet while in your possession, please allow them to air dry and then place the dirty linens in the teal-colored linen bag(s) provided.
Is a deposit required?
Yes, we take a 25% deposit on a credit card to secure the booking, Stampede orders require a 50% non-refundable deposit. Tent orders require a 50% deposit that becomes non-refundable 45 days out from the event.
Do you have a showroom of your items?
We have a showroom that has most of our decor items on display. Some larger items like stage and podiums may be seen in our warehouse.
Can I change my order?
We try to be flexible, but if you are reducing your order within 48 hours of 8:00am of the pickup or delivery day we still require the full amount of the rental.
What if an items is not working properly?
We do ask you check the items when received, and as soon as you find an item is not working, to call the office, and/or the after-hours line. Please leave a message and someone will call you back. Many issues we can troubleshoot on the phone. Please also check our equipment how to videos and PDF’s for operating instructions.
My items are being left up overnight, who is responsible?
You are responsible for all of the items until they are return or picked up by our staff. For tents that remain up overnight, we suggest hiring a security company to watch the event site.
Are you able to help out with other areas of my event?
YES! We have aligned with many trusted businesses that can make your event a success. Some of the businesses we regularly work with are:
- Merchant Services
- Event / Wedding Planners
- Copywriter For Event Publications
- Commercial / Event Insurance
- And more, just mention what you need and we can see about finding the right person to help you out!