Frequently Asked Questions
Do I have to place a minimum order?
No. You can rent as little or as much as you need, if the event will take place in New York City. All other areas there may be a minimum order, please call for details.
How long in advance do I have to place my order?
We suggest placing the order as soon as possible. For small orders, you can place an order last-minute, but keep in mind we may not have the merchandise available. For large orders, we suggest placing the order at least two to four weeks in advance.
Can I place my order last minute? Can you deliver last-minute?
Yes. Rental merchandise are subject to availability. We may deliver last-minute depending on work schedules and delivery requirements, please call the office for details.
How long do I have in order to cancel my order?
You can cancel your order four (4) days prior to delivery date for a full refund. If you cancel within two (2) to three (3) days prior to the delivery date, you will lose a portion of the reservation deposit. No refunds will be given if you cancel 24 hours prior to delivery date. No refunds will be given for tent orders at any time with the exception of canopies. Cancellation schedule details and more information about the renter’s policy, click here.
When do you deliver and pick-up?
We will deliver either one – three days prior or the day of the event date. We usually pick-up the next business day, also we allow three days after the event date for pick-up without any additional penalty fees.
Do you pick-up on the same day as delivery?
Yes. There is an extra service charge for late-night pick-up. Please call the office for details.
Do you set-up and breakdown?
Normally we do not. But, we can set-up and breakdown rental equipment for you. There is an additional service fee, please call the office for details.
Do you carry merchandise up or down stairs?
Normally we do not. But we can provide this service for you. There is an additional service fee, please call the office for details.
How do I pay for my order? Do I have to put down a deposit?
You can make payment online via the invoice emailed to you or you can make payment over the phone. Debit/credit cards are accepted. Prepaid and gift cards are prohibited.
50% reservation deposit is required upon placing orders. Full balance is due 3 days prior to delivery. We also accept Debit and Credit Cards over the phone
When do I get my security deposit back?
Security deposits are refunded (only when the rental merchandise are not damaged or lost) 7 to 14 business days (not including weekends) after the pick-up date.
Is there a customer pick-up service? Can I pick up chairs/tables myself?
We no longer offer this service at this time. We may allow customer pickups for the Thanksgiving holiday. Please call office for details.
Do we have to wash dinnerware, glassware, linens and etc.?
No. For safety precautions, please scrape food off plates and make sure there are no liquids in glassware. Place plates, flatware, and glassware in their proper storage containers. Make sure linens are free from food and dry and put them in the duffel bags provided upon delivery.
What is your damage or lost equipment policy?
Clients are fully responsible of the rental merchandise from the time of delivery/drop-off until the time of pick-up/return. Clients are also responsible of keeping count of all merchandise rented and must store rental equipment in a safe place and protected from weather. Clients will be charged a damage fee and/or forfeit the security deposit, if items are found damage or rental equipment are lost.
Do you price match? I found a place cheaper, do you match pricing?
We do price match if the client can provide us a copy of their quote. If no copy is provided/available it is subject to manager’s approval.
For more information on our terms and conditions, read our renter’s policy here.