FAQ
Frequently Asked Questions
Do you have a showroom I can visit?
Yes! We encourage you to visit either of our showrooms to take a look at our inventory. Our on-site event specialists will assist you with any rentals for your upcoming event. Our showrooms are open Monday through Friday 8:30AM to 4:30PM.
Durham
2410 Guess Road, Durham, NC 27701
Burlington
2130 Cessna Drive, Burlington, NC 27215
Do we need to make an appointment to visit the showroom?
Appointments are recommended but not required. Showroom hours are Monday through Friday 8:30AM to 4:30PM.
I am ready to make a reservation, how do I place my order?
When you are ready to place your order, contact us directly (via phone, email or walk-in during showroom hours). One of our event specialists will confirm availability of items, review your order, and answer any questions you may have at that time. Reservations will require a 50% deposit at that time; and if you are reserving items within two weeks of the outgoing date, the full balance will be due at that time.
What form(s) of payment do you accept?
We accept credit cards and company checks. We do not accept personal checks or cash.
Is a deposit required for my order?
Yes. We require a 50% non-refundable deposit at the time of reservation. If your order is placed within two weeks of the outgoing date, the full balance is required at the time of reservation.
How far in advance should I place my order?
We can accept reservations up to a year in advance! We recommend that most large events place their orders within 3-6 months beforehand, and with smaller events 1-3 months beforehand. All last minute request will be subject to inventory and schedule availability.
If I need rental items for a weekend event, is it more than a one-day rental?
No. We base price for a three day event. Typically delivered the day before and picked up the day after. Weekend events typically receive items on Friday and they will be due back that following Monday. Any request for weekend delivery or pickups will incur additional fees.
Can I receive a refund if I do not use the equipment?
Unfortunately, no. Once our equipment has been reserved, we are unable to rent those items to other clients. Therefore, once items are reserved they are subject to the non-refundable deposit and if delivered must be paid for in full.
How are the rental items packaged?
All rental items are sent out ready for use! All dishware, glassware, and flatware are prepacked in specific racks and containers wrapped in plastic bags and sealed. Linens are folded, bagged, and sent with a labeled linen-bag in which to place linens in after use.
Do I need to clean the items before I return them?
TABLES & CHAIRS
Unless you have arranged, in advance of your event, for full set up and take down services all tables and chairs must be folded down and restacked in provided carts or pallets prior to crew arrival for pickup. Items should be returned to the same drop off location as where delivered by our staff. Additional fees will be incurred for items not properly stacked or returned to drop location.
CATERING & TABLETOP ITEMS
All items should be rinsed clean and repacked in provided racks and crates. Additional cleaning fees of $0.25 per item for stemware, flatware and china and additional fees for prep & serve catering products and equipment when not returned in this condition.
LINENS & SOFT GOODS
Linens should be shaken and dry and returned in provided linen bags. Linens should never be placed in plastic bags, to avoid damage due to mold or mildew. All linens that are lost, torn, burned, or excessively soiled are subject to a replacement fee. Replacement fees will be charged for linen bags, dish racks and crates that are not returned.
What happens if we damage a piece of rental equipment while it is in our possession?
If you opt for our optional Damage Waiver, most accidental damage will be covered. The damage waiver only covers any small, accidental damage to items while they are in your possession; it does not cover if items are missing, stolen, or damaged beyond repair.
If you do not opt for our Damage Waiver, you will be charged the replacement cost of any damaged items.
All linens that are lost, torn, burned or excessively soiled are subject to a replacement fee. Missing or unreturned linen bags, dish racks, or crates, will be charged at replacement cost.
Yes! We do offer delivery for an additional fee. Delivery fees vary depending on location, volume of equipment rented (if multiple trucks are needed), and other order specifics. In order to qualify for delivery, your rental items must meet a minimum of $250.00 (not including delivery fee, sale items, or tax).
Yes! Most items can be picked up as long as you have an appropriate sized vehicle.
Some items will require delivery, please refer to our delivery policies.
Will you set up and break down my rental items?
Some items, such as tents and staging, are required to be delivered and installed by our team. Additional installation fees may apply to specific equipment and would be noted on your quote, if applicable.
Table and chair setup and breakdown are not included with delivery and those services must be requested prior to your delivery date. Unfortunately, we will not be able to accommodate every schedule for labor services so please make your request is in as early as possible.
Should we provide labor services there are additional fees associated. For chair set up and break down, it is an additional $3.50/chair indoors, and $4.75/chairs outdoors. For table set up and breakdown, it is an additional $4.50/table indoors, and $5.75/table outdoors. Table setup and breakdown does not include linen placement or removal. A site plan must be submitted prior to the delivery date. It is important that we have an onsite point of contact for the day of the event.
Does your delivery fee include set-up?
Our delivery fee does not include set-up or breakdown of items. There is a separate fee for setup and breakdown.
What time will my rentals arrive?
Your event specialist will determine a delivery time frame with you. We typically require a minimum of an open 4-hour time frame (during business hours) for delivery. Please note that sometimes unexpected events such as bad weather and traffic can cause delays or a shuffling of the delivery schedule. You may call us at any time on the day of delivery and we can confirm an estimated time of arrival.
I need my delivery and pickup to be set at specific times; Do you offer this?
Yes! We offer specific timed delivery services; however, an additional fee is required and would be noted on your quote. This service is subject to schedule and labor availability.
What happens if we are required to have everything out of the venue immediately after the event?
Deliveries and pickups that must be made outside of normal business hours will include an additional surcharge and would be noted on your quote. Weekend and off-hours delivery/pickup fees are in addition to the standard delivery fees and must be scheduled in advance of your event date.
What if I have to cancel my reservation?
Any cancellations or deletions from your order must be made two weeks prior to the outgoing date and are subject to our non-refundable deposit policy.
Can I make changes to my order without being penalized?
We encourage clients to make their best estimate of what is needed when placing the initial reservation. However, we know that guest counts can fluctuate as we move closer to the event date. We recommend making adjustments at the time you become aware that they are needed. Final changes should be made at least two weeks prior to the outgoing date. Additions are subject to a 15% surcharge, and based on inventory availability, while deletions or cancellations will be subject to the non-refundable deposit policy.