FREQUENTLY ASKED QUESTIONS

DO YOU HAVE MINIMUM ORDER REQUIREMENTS?

Minimum order requirements apply to delivery orders only. Customer pickup (will-call) orders are not subject to a minimum rental amount.

Delivery minimums may vary seasonally based on peak and off-peak periods. Please contact us for current minimum order requirements.

WHEN SHOULD I MAKE MY RESERVATION?

We recommend reserving your rental equipment as early as possible to ensure the best availability of products and services. As your event date approaches, availability may become more limited, particularly during peak event seasons.

For larger-scale events, including weddings, we recommend beginning the reservation process approximately one year in advance whenever possible.

HOW DOES RENTAL PRICING WORK?

Our pricing is based on a single-event rental period. You are not charged for the time your rental items are in transit or for the time required for scheduled installation and removal of equipment.

If equipment is needed for multiple events or for an extended rental period, additional charges may apply. Please speak with your salesperson for pricing specific to your event.

HOW AND WHEN DO I PAY?

A non-refundable deposit and signed rental agreement are required to secure your reservation. The remaining balance is due no later than 14 days prior to receiving your rental items, and all orders must be paid in full before equipment can be released or delivered.

We accept all major credit cards, personal checks, money orders, and cash. If paying by check or cash, a valid credit card must remain on file until the rental order has been completed.

CAN I MAKE CHANGES TO MY ORDER?

Yes. Changes may be made to your order up to 14 days prior to receiving your rental items, subject to product availability.

Within 14 days, items may still be removed; however, a restocking fee may apply. Additional items may also be added based on availability. Additional charges may apply if late additions require extra preparation, pulling, loading, delivery, or labor.

We encourage you to finalize your rental needs as early as possible to avoid additional charges and ensure product availability.

IS DELIVERY AND PICKUP AVAILABLE?

Yes. We offer delivery and pickup services for rental orders. Charges are based on several factors, including the distance from our base of operations to your event location, the size and scope of your order, and the crew required to complete the delivery and pickup.

Additional charges may apply for same-day service, after-hours delivery or pickup, specific-time requests, difficult-access locations, stairs, upper floors, long carries, or other circumstances requiring additional labor.

Your salesperson can provide delivery and pickup pricing specific to your event and rental order.

WHEN WILL MY RENTALS BE DELIVERED AND PICKED UP?

Delivery and pickup dates are arranged in advance with the salesperson coordinating your event. Standard deliveries are generally scheduled between 8:00 AM and 5:00 PM.

Unless specifically requested or required, delivery and pickup typically take place before and after the actual event date rather than on the day of the event.

If your event requires a specific delivery or pickup time, please discuss this with your salesperson in advance. Additional charges may apply for specific-time or after-hours service.

WHAT DOES STANDARD DELIVERY AND PICKUP INCLUDE?

Standard delivery and pickup charges are for tailgate service only unless otherwise specified on your rental order.

Rental items will be neatly stacked in a mutually agreed-upon, accessible location. Standard delivery does not include carrying or distributing rental items throughout the venue or setting up tables, chairs, linens, or other equipment unless those services have been arranged in advance.

Additional charges may apply for difficult-access locations or circumstances requiring additional handling or labor.

DOES SOMEONE NEED TO BE PRESENT FOR DELIVERY AND PICKUP?

We require an authorized person to be available on-site who can answer questions and make decisions on behalf of the contract holder.

This person may be asked to confirm the rental order, approve equipment placement, address site conditions, authorize necessary adjustments, and acknowledge the equipment delivered.

If someone other than the contract holder will be representing you on-site, please provide their name and contact information in advance.

At the time of pickup, all rental items should be returned to the agreed-upon pickup location. Additional charges may apply if equipment must be retrieved from different locations.

WILL MY RENTAL EQUIPMENT BE SET UP AND TAKEN DOWN?

Your rental agreement will specify which items include professional installation and removal.

Installation and removal of tents, staging, and dance floors are generally included unless otherwise specified. Standard delivery and pickup charges do not include setup or take-down of items such as tables, chairs, linens, and other rental equipment.

Setup and take-down services for select rental items are available for an additional charge and must be arranged in advance. Please speak with your salesperson regarding availability and pricing.

HOW SHOULD RENTAL ITEMS BE PREPARED FOR PICKUP?

Unless setup and take-down services have been arranged, tables and chairs should be taken down, neatly stacked, and ready for pickup.

China, glassware, flatware, and other tabletop items should be rinsed, free of food and debris, dishwasher-ready, and repacked in the same containers in which they were received.

If you will not have access to appropriate cleaning facilities, please contact us in advance to discuss available cleaning options and applicable fees.

HOW SHOULD LINENS BE RETURNED?

Linens should be free of refuse and kept dry to help prevent permanent staining and mildew. Laundry bags are provided with linen orders and should be used when preparing linens for return.

Never place wet or damp linens in plastic bags, as this can cause mildew.

All linens are inspected upon return to our warehouse. Linens returned with permanent damage, including mildew, candle wax, or other non-removable stains or blemishes, may be charged at their full replacement value.

WHO IS RESPONSIBLE FOR THE RENTAL EQUIPMENT?

Responsibility for rental equipment remains with the renter from the time the equipment is received until it is returned to our possession.

Customers are responsible for properly caring for and securing rental equipment during this period. Additional charges may apply for missing equipment or items returned with damage not covered by the Damage Waiver.

WHAT IS THE DAMAGE WAIVER?

A 10% non-refundable Damage Waiver fee is added to all rental orders unless a Certificate of Insurance is provided.

The Damage Waiver covers accidental damage to eligible rental equipment during the rental period. It does not cover missing items and does not apply to china, glassware, flatware, linens, or kitchen equipment.

Customers remain responsible for missing items and for damage to rental items that are excluded from Damage Waiver coverage.

WHAT HAPPENS IF SOMETHING IS BROKEN, DAMAGED, OR MISSING?

All rental items are counted and visually inspected as part of the return process and again when received at our warehouse.

Accidental damage to eligible equipment may be covered by the Damage Waiver. Missing items and items specifically excluded from Damage Waiver coverage remain the responsibility of the customer and may be charged at their applicable replacement value.

For applicable tabletop rental orders, a refundable Dish Retainer may be included on the contract. Charges for missing or damaged china, glassware, or flatware will be deducted from the retainer. Any remaining eligible balance will be refunded after all items have been returned, inspected, and the order has been finalized.