Frequently Asked Questions

Face masks or shields are STILL required when visiting our company, both indoors and outdoors.

 

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What are your business hours?

Our Warehouse and Design Center are open Monday through Friday from 9am to 4pm.

Visits to the Design Center are by appointment only, Monday through Saturday.

Same day appointments and virtual appointments are available.

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When do I make a reservation?

We accept reservations at any time in advance of your event.

To place a reservation a signed order and a non-refundable reservation retainer is required.

Any documents with a “Bid” or “Quote” number is not a reservation and you do not have a confirmed order.

 

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What is your payment policy?

Full payment is due 14 days prior to receiving your order.

All orders paid with a credit card will have the balance processed 14 days in advance of the delivery or will-call date.

We accept Visa, Discover, Master Card, check and cash.

Payments made with a credit card incur a 4% Convenience Fee.

Checks returned for insufficient funds will incur a $100 fee.

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What is the process for returning an order?

The return of orders will be scheduled by our Sales team or Dispatcher.

After you place your order you will receive a date and time for the return of your order.

If you miss your scheduled appointment please call us to reschedule. We will do our best to accommodate you as soon as the other scheduled customers’ orders have be processed. Additional fees may apply.

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What is the procedure for picking up an order?

The pickup and return of orders will be scheduled by our Sales team or Dispatcher.

After you place your order you will receive a date and time to pickup your order, between 9am and 4pm.

If you miss your scheduled appointment please call us to reschedule.

If you arrive outside of your scheduled window we will accommodate you as soon as the other scheduled customers’ orders have be processed.

A valid PA driver’s license is required to be shown and will be recorded with your contract.

The individual picking up the order must be over 18. We can not release any equipment to minors.

Depending on the size of your order our staff can assist with loading your vehicle.

Our staff are not permitted to enter or move items inside your vehicle. They are not permitted to tie down doors, secure equipment or place any items on the roof of vehicles. You are responsible to safely secure rental items for transport.

Damages due to improper transport are not covered by Damage Protection.

Be sure your vehicle has adequate space to transport your order prior as refunds are not provided for items that don’t fit.

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What is your cancellation policy?

Any item cancelled after the reservation date and more than 30 days prior to the delivery/will-call date incurs a 35% fee

Any item cancelled between 30 days and 14 days of the delivery/ will-call date incurs a 65% fee.

There are no refunds for items or orders cancelled within two weeks (14 days) of the delivery date.

Should an item be cancelled or refused at delivery a refund will not be provided.

There is no refund for items received but not used.

Permit, engineering, CAD, licensing fees, and custom orders can not be cancelled as they are non-refundable and non-transferable.

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What if I want to reschedule my event?

An order can be transferred to a new date if we are advised in writing more than 5 days prior to the delivery / will-call date.

A 15% transfer fee applies each time an event dated is changed. The new date must be provided within 14 days of the cancelled event date.

The items on your order are subject to availability as we cannot guarantee the same items on your order will be available for the new date.

Permit, engineering, CAD, licensing fees, and custom orders are non-refundable and non-transferable.

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What are your rental terms/contract terms?

A copy of our rental contract terms are provided as a separate attachment when receiving your order by email.

When you sign our reservation or bid you are agreeing to the terms of the rental contract.

Please make sure you read them. A large print copy is available upon request.

 

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What are your normal delivery hours?

We typically deliver orders between 8am and 5pm Monday through Friday.

We are available to make deliveries 24/7/365. Additional labor and/or overtime fees may apply.

If you’re going to pick up and/or return your order our warehouse is open 9am to 4pm Monday through Friday.

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Will you deliver items inside our home or office?

Our staff will not be permitted to enter any dwellings (homes, patios, apartments, etc.) without prior arrangements made with the sales staff.

We apologize in advance for any inconvenience this may cause however the safety of our staff is our priority when imposing these restrictions.

Your items will be placed outdoors in immediate access of our trucks.

Those areas include your driveway, edge of your lawn, loading dock or ground level front entrance of your office (if a loading dock is not available).

If your garage door is open and a parking space is available the items can be placed inside in the parking space.

The items need to be returned to the same location for pickup.

Should the items not be accessible at your scheduled time of pickup, additional fees will apply for us to return again or wait on site.

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What are your Design Center hours?

Our Design Center is open Monday through Friday from 9am to 4pm. To meet with a Customer Experience Associate please call in advance of arrival.

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When are deliveries and pick ups made?

Unless a time or date is coordinated with us in advance, deliveries could occur on the date of rental or 1 to 7 days prior.

We will contact you with your delivery date and window of time. Pickups could occur the day after your event to 7 days later.

Should the items not be accessible at your scheduled time of pickup, additional fees will apply for us to return again or wait on site.

Items should be stacked and bagged ready for pickup, unless break down services have been hired in advance.

 

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What if we have a problem with an item on our order after the store is closed?

We are on call 24/7/365 for our customers.

Should you experience any problems, you can call us at 215-646-6777 and select option 9.

We will do our best to solve the issue at hand.

Should the problem be user error or simply a request to add items that were not previously ordered, additional overtime fees will apply.

 

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Can I pick up my order?

Some orders are available for our customers to pick up, if they are over the age of 18 and present a valid Pennsylvania driver’s license at the time of pick-up.

You will need to load and unload your vehicle. Our Sales team or Dispatcher will coordinate your Will-call schedule for pickup and return in advance.

The hours available are between 9am to 4pm Monday through Friday. B

Be sure your vehicle has adequate space to transport your order prior as refunds are not provided for items that don’t fit and staff are not permitted to secure the order to your vehicle.

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Does your staff set up and/or remove rental equipment?

Yes, we are happy to provide this service to our customers when items are outdoors. The service fee is based on which equipment, quantity, and time of day.

 

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Is there a deadline to cancel or change my linen order?

Yes, any changes to size, fabric, color or quantity need to be made at least 5 business days in advance the delivery / will-call date. After that deadline, changes cannot be made.

Refunds are not provided for cancellations made within 14 days of your delivery or will-call date.

Should you like to add to your order, we will do our best to accommodate your request.

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How do I handle damp or wet linens?

Linens should be air-dried prior to placing them in bags, to avoid the growth of mildew.

 

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Who loads my car at pickup or unloads at return?

You, our customer, is responsible to load and unload your vehicle. Be sure to bring a vehicle that will fit all of the items on your order.

We are happy to help but cannot provide any rope or assist in tying down equipment or vehicle doors.

Please understand, if we see the potential for damaging your vehicle, we will refuse to assist.

Refunds are not provided for items that don’t fit.

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Get in Touch With Us

Address

426 Stump Rd

Montgomeryville, PA 18936

Visit

M-F:   9am - 4pm
S-S:   By Appointment Only