Q- Order/Contract/Invoice... are these different?
A- For the purpose of our business, we use these words interchangeably. When we are drawing up your rental requests, we talk about your order. When we are talking about your order from creation to rental date, we talk about your contract, referring to the contract number in the top right. When we need to discuss payment, we talk about your invoice. Please know all of this verbiage is synonymous for your rental.
Q- How soon in advance should I make reservations?
A- Early planning is always best and ensures product availability. A 25% deposit, made within a week of creating your contract is used to confirm the equipment is available for your function.
Q- Does the rental fee include delivery?
A- No. Delivery is offered as a service to the customer and a delivery fee is added as a line item to the rental contract. Delivery fees vary according to mileage, difficulty of delivery access (ie. stairs/elevator/sharp inclines in grade/etc), and time of day. Delivery fees are NOT negotiable. Delivery fees are subject to change without notice, due to the volatility of fuel prices. The customer that pays a deposit to confirm a reservation will secure the delivery fee that is currently in place. Balance of payment is always due at the time of delivery.
Q- When will the items be delivered?
A- This will be discussed and scheduled when you place your order. Items rented for a weekend event typically would be delivered on Friday and picked up on Monday. This will give you plenty of time to setup and decorate. If we need to deliver/pickup on days other than Friday and Monday due to our schedule availability, this will not incur additional fees for you. Please be aware that rates quoted are for single use and delivery charges are for time out away from the warehouse, whether the equipment is used or not.
Q- What if I’m not there when the truck delivers/picks up?
A- It is best to make arrangements, with our office staff, to have someone there on the day of delivery to confirm the quantity and condition of the items. Unless other arrangements are made, a signature and possible balance of payment is due at the time of delivery. Failure to provide either of these can cause the truck to leave without unloading the equipment.
Q- Do I have to wash the china and flatware before returning?
A- China, glassware and flatware must be rinsed, free of food, and placed back in their racks/containers as originally stored. A cleaning fee of up to the rental price for each item may be charged if items are not rinsed properly.
Q- How do I prepare the linens for return?
A- Linens should be free of food and candle wax. Linens are delivered in plastic bags, but should NOT be placed in plastic bags after use, as this may cause mildew. If the linens have mildew/wax/other visible damage there will be an additional charge of at least $15.00 per cloth, up to the rental price for each item. All linen should be returned in the designated colorful nylon laundry bag, found at the bottom of your linen box order. Should this laundry bag not return, there is a $10.00 fee.
Q- How should I prepare tables and chairs for pick up?
A- Tables and chairs should be folded closed and stacked just as they were delivered (bottom facing upwards, showing Showtime property label, legs folded correctly).
Q- What happens if something is broken, damaged, or missing?
A- The customer is responsible for the equipment from the time of delivery/rental until the time of pickup/return. After cleaning and counting your order, any charges for broken, damaged, or missing equipment will be addressed and verified with you. Applicable charges are then added to your invoice, and emailed for payment.
Q- What else do I need to know to help ensure my event is successful?
A- 1. If you change/update your order, we will email you a copy of the changed contract. You MUST read it and verify that the changes are correct. Your contract protects both of us that no mistake has been made on any change. If you do not read over your contract after we have emailed it, there will be very little time to help you on the day of your rental/event. Please read every contract we send you, because for every change that you make, we will send you an updated copy.
2. Please know that if we make a mistake, we will fix it. We just need to know in time to fix it. If anything is wrong with your order, please contact us the minute that you become aware of a problem and we will jump over the moon to help.
3. We really do enjoy the fact that your event is special, but please understand that the more you change your order, the greater chance there is that there may be an error. In keeping changes to a minimum, we make every effort to help you have the best event possible!!