Frequently Asked Questions
How do I book your items and services?
Contact us to request a quote, either by e-mail, phone, or text! We will email you a formal quote and contract once we finalize the items/services you need. This quote will be good for 7 days. The items are not booked until we receive a signed contract and a 50% nonrefundable deposit.
Do you accept cash/checks/credit/debit cards?
We currently do not accept cash or checks. We currently accept credit/debit cards only.
When is payment due?
The first 50% of your invoice is due at contract signing. The remaining 50% will be due 7 days before your event. We will email a reminder before this payment is due.
My quote expired before I was ready to pay. Do I need to request a new quote?
Yes, a new quote will need to be requested if the previous quote expired. This is because we hold these items for you when we send a quote, and we make them available to the public again once the quote expires. Due to seasonal demand and market rates, the new quote may not match the exact amount of any previous quote.
Is my deposit refundable?
No, your 50% deposit is not refundable. This amount is paid to reserve your items so that nobody else can have them on the day you need them. Even if you no longer need the items, we provided the service of holding these items so that they couldn’t be used for other events.
What is your cancellation policy?
Cancellations are allowed at any time before your event. A partial refund of 50% will be given if the total balance has already been paid. The 50% deposit, however, is nonrefundable.
Do you require rental minimums?
No, we do not require rental minimums. There is no party too small to book a reservation!
What is your delivery window? How long do I get to keep the items?
When possible, we allow you to choose whether you want the items delivered the day before or the day of your event, as well as picked up either the day of or the day after your event. We want to be as flexible as we can for you so you don’t have to stress on your big day. There may be times when delivering the day of the event is our only option. We will mutually agree on a day and time that suits both parties. If you know you need the items delivered or picked up at a specific time, just let us know during the quote request and we will charge accordingly. Otherwise, we will email you our estimated delivery window within a week of the event once we’ve finalized our delivery route for that day.
Can I pick up the items myself in my vehicle and drop them back off?
We do allow customer pick-ups for small orders. This service is offered by appointment only. Request this option when requesting a quote and we can decide on pick-up and drop-off times.
When do you charge extra for delivery?
Our delivery fee is a flat rate for the first 10 miles from our warehouse, but can increase depending on the size of the order, distance, or complexity of delivery. Most orders will qualify for the flat rate if within 10 miles of our warehouse. Common scenarios requiring an additional fee are stairs at the delivery location, obstacles or mud puddles, or long distance from the parked truck. We should be made aware of these issues during the request for quote.
Why do I have to pay a damage fee?
The damage fee covers any repairs and maintenance on our equipment due to normal wear and tear that accrues during rentals, such as stains or scratches. It is equal to 10% of the total rental before delivery and additional services.
Is the damage fee refundable?
No, the damage fee is not refundable and can not be waived. It is a minor fee and exists to cover small repairs.
Can I make changes to my order after I’ve signed the contract?
Yes, you can make changes to your order at any time before final balance is paid, if inventory or services is available. Items or services can not be removed from the contract once deposit is paid, but items and services can be added if those items are available.
What if I’ve lost an item while renting it?
Missing items are not covered by the damage waiver fee and therefore must be replaced by the customer. We will send you an invoice from our manufacturer for the cost of replacing the item at wholesale price for any items missing at time of pickup.
How do I care for the linens while they are in my possession?
Please shake out food, confetti, wax, etc, and ensure linens are dry before placing in laundry bag. Mildew, candle wax, burns, and stains can damage linens. If the linen is damaged beyond repair, we will send you an invoice from our manufacturer for the cost of replacing the item at wholesale price.
For additional, unanswered questions, please contact us. We’d be happy to chat about our process!