FAQ

To avoid disappointment we suggest that you reserve your equipment as early as possible. Our products book up quickly and we often have all vehicles and key staff pre-assigned to other confirmed bookings.

All orders are confirmed on a first come, first serve basis. To confirm your order you must sign the quote, complete the Terms & Conditions sheet and return to us with a deposit. We recommend completing the rental agreement as soon as possible to guarantee the availability of the equipment and installation during your preferred install window.

Only items indicating “installed” on your quote will be installed, all other items shall be delivered to site and left neatly stacked and packaged. It is your responsibility to ensure that the items are position and package in the same manner in anticipation of our pick up.

At the time of confirming your order, we will ask for a 50% deposit as well as a credit card to have on file. Final payment will be due 21 days prior to your event start date.

We accept cash, cheque, wire payments, email transfer, Visa, MasterCard or Amex. Please note that a 3% service charge will be added to all Amex payments.

If you choose to pay by cash, cheque or transfer a credit card is required for us to keep on file

The following cancellation policies will apply to reductions or cancellations made 21 days or more prior to the contracted setup date:

• Reductions up to 10% of original amount ordered per item may be made with no penalty.
• Reductions of more than 10% of original amounts ordered per item are subject to a penalty of 50% of the rental rate of the cancelled item(s) plus tax.

The following cancellation policies will apply to reductions or cancellations made less than 21 days prior to setup date:

• There will be no refund on any items reduced or cancelled less than 21 days prior to setup

You can certainly add items to your order. These items would be subject to availability of the product, staff and vehicles at the time of the addition. We suggest that you make these additions as far in advance as possible.

There are no refunds for early returns or unused items.

We do provide a delivery service. Minimum rental purchase and delivery fees apply.

Absolutely, Your order can be picked up from our Warehouse in Pemberton. Arrangements must be made in advance. Please keep in mind the size of your vehicle when placing your order. Certain items do require our professional team to deliver and set-up – examples include some tents and staging.

The delivery schedule is constantly evolving until all orders are finalized, and last minute changes are confirmed. For this reason we are not able to provide an estimated delivery time until the day of your event. Please be aware that delivery schedules are subject to traffic, weather, unexpected events and other circumstances beyond the control of the driver. When possible, we recommend that deliveries be scheduled one day before the event to reduce the risk that the time of delivery would affect the success of your event.

No, you do not have to be onsite, however we recommend that you have an authorised representative present to verify that everything has been delivered and make decisions regarding placement and configuration. If no representative is available, you will assume responsibility for the items delivered.

Only items indicating “installed” on your quote will be installed, all other items shall be delivered to site and left neatly stacked and packaged. It is your responsibility to ensure that the items are position and package in the same manner in anticipation of our pick up.

Yes, we can install these for you. There would be additional labour charges to install and takedown. Please note that this service must be arranged in advance. Staff will most likely not be able to install or takedown if the request is last minute.

You should ensure that you have mowed the lawn and moved any furniture, vehicles, snow and ice prior to our teams arrival. Our team will require a clear area to be able to get the tent up. Unless prior arrangements have been made, our team will be driving stakes into the ground to support the tent. You must ensure that all underground utilities and irrigation lines have been marked prior to our team arriving.

We realize that accidents do happen from time to time. After return of the items from your event, our Warehouse team will count and check all items returned. You will be charged repair or replacement cost of any damaged or missing items. We will allow customers a reasonable amount of time to find missing items if they show up later. That said, the security of the rental equipment is your responsibility. Equipment must be protected from theft and weather-related damage while in your possession.