FAQ
16074
page-template-default,page,page-id-16074,bridge-core-2.2,ppwp-short-code-post,user-registration-page,ajax_fade,page_not_loaded,,qode-title-hidden,qode-theme-ver-20.7,qode-theme-bridge,transparent_content,disabled_footer_top,disabled_footer_bottom,qode_header_in_grid,wpb-js-composer js-comp-ver-6.1,vc_responsive,elementor-default,elementor-kit-15692,elementor-page elementor-page-16074

Frequently Asked Questions

PLACING AN ORDER

 

HOW DO I CONFIRM A QUOTE/ORDER?

Once we have processed your order request, we will email you a quote, which is valid for 30 days. If you would like to secure your inventory, we require a 50% deposit and signed rental agreement to confirm your order. Any changes to your order can only be made not less than 7 business days prior to the scheduled delivery date.

 

DO YOU HAVE A MINIMUM?

Our minimum rental order is $300.00, not including fees and taxes.  Smaller orders will be accepted on a discretionary basis.


HOW LONG IS MY RENTAL PERIOD?

The standard rental period is 2 days. Depending on availability, rental periods may be extended and will be subject to increased rental fees. 


HOW FAR IN ADVANCE DO I NEED TO PLACE MY ORDER?

Due to high demand and fluctuating inventory, we recommend that you place your order as soon as possible to secure your favourite items. We cannot guarantee the availability of items until an order has been confirmed with a 50% deposit and signed rental agreement.  Officially, all orders must be finalized 7 business days prior to the scheduled delivery date.

PAYMENT AND CANCELLATION TERMS

 

WHAT FORMS OF PAYMENT DO YOU ACCEPT?

We accept VISA and MasterCard, checks, and e-transfers. Credit card transactions are subject to a 2.5% fee.


WHAT ARE YOUR PAYMENT TERMS?

We require a 50% deposit to secure an order. The remaining balance is due 7 business days prior to the scheduled delivery date.


CAN I CANCEL MY ORDER?

For rental orders canceled more than 10 business days prior to the scheduled delivery date, the deposit will be applied as a credit for up to one year from the date of cancellation. For orders canceled less than 10 business days prior to the scheduled delivery date, the deposit will be forfeited.

DELIVERY AND RESPONSIBILITY FOR ITEMS

 

CAN I PICK UP MY ORDER?

We require that we deliver and pick up our orders due to the fragile nature of our inventory.

DO YOU OFFER DELIVERY AND PICK-UP?

We deliver and pick up your order. Please inquire for more information based on your location, as delivery fees and minimum orders will vary.

In between delivery and pick-up, you are expected to provide a secure storage location for rented items and to properly repack all rental items. The client accepts all risk for the agreed-upon rental period until items are loaded onto our truck.


WHAT HAPPENS IF AN ITEM IS DAMAGED OR MISPLACED?

While we try to minimize loss and damage, including by the use of a Concierge (discussed below), you will ultimately be responsible for loss and damage of the items you rent.  A replacement fee will be calculated once your order is returned to and reconciled by our warehouse. This may take up to 10 days after your event. If you locate any misplaced items, we’d love to offer you a chance to return them. If the items are found within (5) business days, you can return them to our showroom. In between delivery and pick-up, the client agrees to provide a secure storage location for rented items and to properly repack all rental items. The client accepts all risk for the agreed-upon rental period until items are loaded onto our truck.


HOW DO YOU CALCULATE REPLACEMENT FEES?

Replacement fees vary by item and are dependent on the value of the item itself, shipping costs, and our ability to resource and restock it.

 

WHY A CONCIERGE? 

We offer a collection of unique and often very fragile items.  Due to the hectic nature of the event world, we have found that when left unattended, large portions of our items can get damaged or be mixed in with other rentals and not returned to us.

As discussed above, you agree to take responsibility for loss and damage to the items you rent. We use experienced event personnel to act as a Concierge at your event. The Concierge will manage and maintain our rental items, in coordination with your venue and their staff.  The use of a Concierge cannot guarantee that nothing will go wrong (for example, a Concierge cannot stop a server from dropping a plate), but it will help you reduce the risk. 

A Concierge will be used and a Concierge fee will be applied to all orders, except for certain events where we do not feel the use of a Concierge is necessary.