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 payment is required with 50 – 100% being non-refundable. 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 prior to receiving your order. Balances due for deliveries and/or linen will be processed 3-4 days in advance of delivery. We accept Visa, Discover, Master Card, cash, and corporate checks. All orders require a deposit to be placed with a credit card. Checks returned for insufficient funds will incur a $35 fee.
What is your cancellation policy?
- Any item cancelled after the reservation is placed is subject to a 50 – 100% fee.
- There are no refunds for Items or orders cancellation with in a week of the rental date.
- Should an item be cancelled or refused at delivery a refund will not be provided.
- Event Furniture orders are subject to a 100% cancellation fee within 4-7 days (business) of the event date.
- There is no refund for items received but not used.
What if I need to reschedule my event?
We will reschedule an order one time as a courtesy without any cancellation fees (excluding linen and event furniture). We can not guarantee the same items on your order will be available for the new date. In order for this courtesy to apply the new date would need to be provided prior to loading delivery trucks or prior to customer pickup. If the new date is cancelled or rescheduled again there would be no refunds.
When can we pick up and return our orders?
You can pick up your order anytime during our warehouse operating hours on the day scheduled on your reservation. Your order is due to be returned any time during our warehouse operating hours on the return date noted on your reservation. An early pickup or late return can result in additional rental fees. Pickup and returns occur a Door 2 and require an individual over the age of 18 with a valid PA driver’s license or ID card to pickup the rental order. The warehouse is open Monday through Friday 8am to 5pm. We are open on Saturdays April through November from 9am to 1pm.
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 canopies?
Our canopies are 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, we are happy to rent you a tent. Please contact us for a quote.
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 8am to 5pm. We have Saturday hours April through September from 9am to 1pm. To meet with an Event Specialist on Saturdays an appointment is required.
What are your normal delivery hours?
We normally deliver orders between 8am and 5pm Monday through Friday. However, we are available to make deliveries 24/7/365. Additional labor and/or overtime fees may apply.
What is the delivery process?
Unless a time or date is scheduled in advance, deliveries could occur on the date of rental or during the week prior. We will contact you with your delivery date and window of time. Pickups could occur on your last day of rental or the following week.
Will you deliver items inside our home?
In most cases your rental order will be delivered in immediate access of our trucks. That could be in your driveway, garage, edge of your lawn, loading dock or ground level entrance of your office. The items need to be returned to the same location for pickup. Should the items not be accessible at your scheduled time of pickup, an additional fee may apply.
If you would like your order to be delivered inside your home or business, plans must be arranged in advance and additional labor fees will apply.
Does your staff set up and/or remove rental equipment?
Yes, we are happy to assist our customers with the setup and removal of our rental items. 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 or cancellations to linens need to be made at least 5 business days in advance your date of rental. After that deadline, changes cannot be made and refunds will not be provided. 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 show a valid Pennsylvania driver’s license at the time of pick-up.
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 doors. Please understand, if we see the potential for damaging your vehicle, we will refuse to assist.
Do you extend credit?
Businesses who wish to open a credit account are required to complete our credit application. Approval is not guaranteed, and references will be contacted. The process can take 5 days or more, pending the timely response from your references.
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.