Policies

How do I reserve items?
Quotes and Proposals do not guarantee availability of rental equipment. Equipment will be reserved only upon receipt of a signed rental contract and a 50% non-refundable deposit. Final payment is preferred 14 days prior to your event. Special arrangements may be made to cover the balance on the day of installation prior to setup/drop off of equipment.
If I cancel, can I get my deposit back? (Non-Refundable 50% deposit)
When you reserve a tent and any accessories, we immediately remove them from our inventory and we plan the installation. This equipment and time is committed to you and your event only! Therefore, the deposit is non-refundable. In rare exception, a reservation is made without collecting the 50% non-refundable deposit. In this case, if the reservation is canceled within 2 weeks of the reservation, 50% of the total reservation becomes due immediately.
What if I need to make a last minute change?
Additions made (24) hours before the day of delivery are welcome, subject to availability.
Do I need to be on site during the delivery of my items?
A signed acceptance and acknowledgement of our equipment at the time of delivery is preferred. However, if the client or your representative will not be available at installation, written notice of acceptance must be given to our company. In addition, we will often need to instruct the on site person as to the use of certain equipment. When we pickup our equipment, we will need your representative to sign for our pickup in case there are missing or damaged items. Please note that the replacement cost of missing and/or damaged items will be billed to the client.
What do I need to know about table and chair drop-off and pick-up?
Tables and chairs are typically delivered neatly stacked and must be re-stacked at pickup unless otherwise arranged with us. The standard delivery fee includes placing the stacked equipment within 25 level feet of our truck(s). Additional services including further transport, setup or breakdown with re-stacking are available for an additional, site-specific fee.
How do I return my used linens?
Linens are delivered in boxes or on hangers with cloth bags. To return the linens, they should be shaken free of food and returned to the point of delivery in the provided bags. Be sure to locate all linens and count them carefully.
Note: Because candle wax can ruin linens, it is best to have spill protection between the candles and the table covers. Please do not place linens in plastic bags for pick up; this may lead to mildew which can destroy the material. Use the provided cloth bags or none at all.
Do I need to sanitize the dinnerware, glassware and flatware before I return it?
No, we’ll take care of the sanitizing. All dinnerware, glassware and flatware bust be rinsed of any food or liquid, or a $2 per dozen fee will apply.
What if some of the items I rented are damaged or missing?
Once we deliver the rental item(s), these items become the client’s responsibility. Please understand that we must charge for the repair or replacement of the lost and/or damaged items. Clients may opt to secure insurance coverage from their insurance agents.
Do you offer a damage waiver?
We provide you the opportunity to insure for any damages to our equipment while it is in your possession. For the payment of the Damage Waiver Fee (10% of the total rental order), all damages to tents, walls, flooring, tables, chairs, etc. will be covered and repairs and/or replacements will be our responsibility. However, please note this Waiver does NOT cover missing items or vandalism or items we secure on your behalf unless the sub rental company offers this same damage waiver fee option. To avoid further charges, all rentals must be returned, even if damaged.
What if hurricanes, tornados, strong storms or other harsh weather conditions are in the area?
Tents are temporary structures designed to provide limited protection from weather conditions, primarily sun and rain. However there may be situations, particularly those involving strong winds and lightning, in which the tents will not provide protection and may even be damaged or blown over. Evacuation of tents to avoid possible injury is recommended when severe weather threatens the area where the tents are erected. People must leave the tents during such conditions. In the event of a predicted or actual storm or excessive winds, we may dismantle any equipment that has been previously installed to ensure safety of all involved. We will provide an in-store credit for the unused portion of your rental to be used within 30 days of your contract date.
Does the Tent price include set-up?
Tent pricing is based on installation over a flat, grassy surface that is accessible to our trucks during our normal installation schedule. Some installations may require additional fees based on a variety of site-specific factors.
Can I install the tent myself?
Installation of a tent must be done correctly for the protection of the users, the tent, and ultimately the success of your event. Therefore, it is our strict policy that all installations and takedowns are done by our experienced crews. All prices quoted will include these services. Please ensure the site is clear of all debris prior to the arrival of our crew.
How do we know we will not damage underground utilities when stakes are used?
It is the responsibility of the client to advise us where the utilities lines are located. Always “Call Before You Dig” at 811 before you allow staking. One easy phone call starts the free process of marking your underground utility lines. When you call this number from anywhere in the country, your call will be routed to your local One Call Center. Local One Call Center operators will ask you for the location of your digging job and route your call to affected utility companies. Your utility companies will then send a professional locator to your location to mark your lines within a few days.
Can tents be staked on asphalt?
Erecting a tent on an asphalt surface is a routine operation though additional time and labor are required post-event to for repair the asphalt. To secure the tent, we drive steel stakes approximately 4 feet long and 1 inch in diameter through the surface on which the tent is placed. Post-event, we fill approximately 90% of each hole with sand and the remainder with ready-mix asphalt immediately to minimize damage to the asphalt. Liquid sealant application can be applied to the patches for an additional fee per stake.
Can tents be staked on concrete?
When a tent is installed on a concrete surface, there are two options: we drill approximate 1” holes for the stake which we power drive through the concrete or we drill holes through the concrete and screw in eye-bolts. Guide ropes to the eye-bolts anchor the tent. When we take down the tent, we remove the eye-bolts and leave shields to fill the holes.
What if stakes in the ground are not permitted at my tent set-up site?
Frame Tents can be weighted with water-filled barrels or concrete ballasts to secure in special situations. In the case of severe weather, these ballast installations cannot be used.
What about permits?
It is the responsibility of the client to check with your Building Permit and Fire Departments several weeks prior to the installation date to confirm the requirement of permits. Obtaining these clearances remain the responsibility of the renter.