FAQ

 

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

 

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.

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.

What is your payment policy? 

Full payment is due 14 days due 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 $35 fee.

 

What are your rental terms and 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.

 

You can read copies of our contract terms here:

A to Z Rental Contract 2.24.21

Tent Supplemental Terms 2.24.21

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 a week (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.

 

When can we pick up and return our orders? 

Our policy to pickup and return inventory has changed tremendously due to the need for social distancing and sanitizing equipment.  Although this might be inconvenient to some it is important to protect the safety of our staff and customers.

 

Our warehouse is open 9am to 4pm Monday through Friday.

What if I want to reschedule my event? UPDATED

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.

What happens if the government imposes restrictions that impact my event?

If the state or local government imposed restrictions include the date and location of your event your Reservation Retainer can be transferred to a new date within 1 year (365 days) of your original event date.

 

If the restrictions don’t impact the event date and location, or the details of the restrictions don’t impact the event specifics, our Cancellation Policy will apply.

 

If your order has already been received the order can not be transferred to a new date.  Permit, engineering, CAD, licensing fees, and custom orders are non-refundable and non-transferable.

 

Examples:

 

  • If your event is for 50 guests and the state government dictates events over 75 are not permitted, our Cancellation Policy would apply.
  • If your event is for 100 guests and the state government dictates events over 75 are not permitted, the portion of your order cancelled will incur a 50% charge.  As such, a 50% cancellation fee applies to the cancelled equipment related to 25 guests.
  • If the state applies a restriction as of August 1st but your event is on July 31st, our Cancellation Policy applies.

What is the procedure for picking up an order?

  1. 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.
  2. Upon arrival, please call us at 215-646-6777 (ext 3) and we will bring the contract and items outside to your vehicle.
  3. A valid PA driver’s license is required to be shown and will be recorded with your contract.
  4. The individual picking up the order must be over 18.  We can not release any equipment to minors.
  5. Depending on the size of your order our staff can assist with loading your vehicle.  You need to have the vehicle cleared with seats folded down if needed.
  6. 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.
  7. You are responsible to safely secure rental items for transport.  Damages due to improper transport are not covered by Damage Protection.
  8. Be sure your vehicle has adequate space to transport your order prior as refunds are not provided for items that don’t fit.
  9. Should there be a need to enter our warehouse only one customer per order is permitted and a face mask is required.  We can accommodate two orders at the same time indoors.

What is the process for returning an order?

  1. 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 to return 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.
  2. Upon arrival please call us at 215-646-6777 and we will meet you outside.
  3. Please permit only 1 person to exit the vehicle.
  4. Depending on the size of your order our staff can assist with unloading your vehicle.  Our staff are not permitted to enter or move items inside your vehicle.
  5. Should there be a need to enter our warehouse only one customer per order is permitted and a face mask is required.  We can accommodate two orders at the same time indoors.

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.

Our warehouse is open 9am to 4pm Monday through Friday.

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.

Will you deliver items inside our home or office?  UPDATED

For the immediate future our staff will not be permitted to enter any dwellings (homes, patios, apartments, offices, etc.).  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.

Do we need to clean the dishes, flatware, etc. before returning our order?

Yes, all items that come in contact with food products needs to be cleaned or rinsed before returning your order. Please return the items in the boxes and/or crates they were provided in. Cleaning fees may apply.

 

If the location of your event limits your ability to rinse the items please advise us in advance and alternate plans can be arranged.

Do you set up or break down canopies?

Our canopies are strictly a Do-It-Yourself option.  We do not provide installation or removal of the canopies.  If you would like us to set up and remove a tent from your property, please inquire about our tent rentals.

 

Should your canopy still be standing when we arrive for pick up of your order an additional labor fee will apply for the removal of the canopy, or we can return at a later time/date and an additional freight fee will apply.

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.

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.  A face mask will be required to be worn at all times when inside our building. 

 

A staff member will assist you with handling any inventory.  Sanitizing hands or wearing latex gloves may be asked of customers.  We will be enforcing social distancing during your visit.  We are also offering virtual tours. 

 

Visit our Design Center from the comfort of your home or office.

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

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.

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.

Can I pick up my order?

Yes, our customers are welcome to pick up their orders 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.

 

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

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 we 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.

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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