Question 1

When should I reserve my rentals?

Accepted Answer

We recommend reserving as early as possible. The more notice we have, the better chance we have of securing everything you need.

All rentals are reserved on a first come, first served basis, and a 25% non-refundable retainer  is required to secure your order.

Orders can be adjusted up to 7 days prior to delivery or will call, depending on availability.

Question 2

What identification and payment methods do you require?

Accepted Answer

Because our rentals are valuable and often booked well in advance, we do need to verify who we’re working with and ensure payment arrangements are in place.

For that reason, a valid government-issued ID is required for all rental orders.

We accept several payment options, including:
Credit Card
E-transfer
Debit
Cash

In addition, a 25% damage deposit is required for all rentals, which is processed as a credit card pre-authorization. This simply places a temporary hold on the card and is not charged unless items are returned damaged or missing.

Once rentals are returned and checked in, the pre-authorization is released.

Question 3

What is your cancellation policy?

Accepted Answer

Because rental items are reserved specifically for your event, they are removed from availability for other clients once booked. Our team also spends a significant amount of time working with clients throughout the planning process, often with multiple revisions and adjustments along the way. For that reason, a 25% non-refundable retainer is required to secure your order.

That said, we understand that sometimes plans change. If you cancel within 7 days of booking and your event is more than 30 days away, we will make an exception to refund the 25% retainer.

If an order needs to be cancelled, the following applies:
Cancelled within 14 days of the event – 50% of the total order
Cancelled within 72 hours of the event – 100% of the total order

Outside of the early cancellation window noted above, retainers are not refundable due to the considerable amount of time and resources our team invests in planning and preparing each event.
This policy helps us fairly manage inventory, scheduling, and the time our team dedicates to every client.

Question 4

Can I make changes to my order after booking?

Accepted Answer

Absolutely. Event details often evolve during the planning process.

We’re happy to adjust quantities or add items up until 7 days before delivery, depending on availability.

Question 5

How long is the rental period?

Accepted Answer

Rental pricing is based on single event day use, but we typically allow one business day before and one business day after your event for delivery and pickup.

For example, a Saturday event would usually be delivered Friday and picked up Monday.

Because inventory is reserved specifically for your event during this time, items are billed based on time out of inventory, whether they end up being used or not.

Question 6

What happens if an item becomes unavailable and requires subsitution?

Accepted Answer

In the rare event that a rental item becomes unavailable due to damage, loss, or circumstances outside of our control, we reserve the right to substitute a similar item of equal or greater value.

If this occurs, our team will contact you as soon as possible to discuss options.

Question 7

What if an issue comes up during my event after hours?

Accepted Answer

If an urgent issue arises during your event outside of our regular business hours, you can call our main office line. Our voicemail will provide an after-hours emergency contact number for immediate assistance.

Our team will always do their best to help resolve urgent situations as quickly as possible based on time constraints, location, and availability.

If any issues occur, it’s always best to let us know as soon as possible so we have the best chance of helping resolve them. Issues reported right before or during an event may limit what we are able to do in the moment, especially depending on timing, distance, and product availability.

Question 8

Do you offer credit accounts for businesses or event professionals?

Accepted Answer

Yes. We offer credit accounts for approved businesses and event professionals who rent with us regularly.

To apply, simply request a credit application form from our team. All applications are subject to approval and may require references and supporting business information.

Until a credit account is approved, all orders must be paid in advance according to our standard payment terms.

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Frequently asked questions

When should I reserve my rentals?

What identification and payment methods do you require?

What is your cancellation policy?

Can I make changes to my order after booking?

How long is the rental period?

What happens if an item becomes unavailable and requires subsitution?

What if an issue comes up during my event after hours?

Do you offer credit accounts for businesses or event professionals?

You've got Questions. We've Got Answers.

Frequently asked questions

When should I reserve my rentals?

What identification and payment methods do you require?

What is your cancellation policy?

Can I make changes to my order after booking?

How long is the rental period?

What happens if an item becomes unavailable and requires subsitution?

What if an issue comes up during my event after hours?

Do you offer credit accounts for businesses or event professionals?

You've got Questions.
We've Got Answers.