As the leading party & event rental company in Southwestern Ontario, A&B Party and Tent Rental strives to achieve customer satisfaction at all times. To help avoid any issues arising with your rental experience, we have provided some frequently asked questions and answers. If you have a question or concern that is not addressed here, please feel free to contact us. Thank you for choosing A&B Party and Tent Rental for your special event!
What are your showroom hours?
Monday: 8:00am – 5:00pm
Tuesday – Friday: 9:00am – 5:00pm
Saturday: 9:00am – 2:00pm
When should I place my order?
Generally, rental reservations should be placed as soon as you know the details of your event to ensure the availability of your desired rental items.
When is the rental period?
All charges are for rented items that leave our facility – whether the renter uses the item or not – so please make your selections carefully. Prices are quoted for a one-day (or one weekend for weddings), single event use. Should you desire to use rentals for a longer period of time, please contact us to receive a long-term rate quote.
Do you require a deposit?
Yes, to confirm most orders we require a 50% deposit. In the case of a sizeable order, or over one year lead time, we are able to reduce the required deposit amount. Once a deposit is placed, we are now holding the rental products specifically for you. As a result, if the order is cancelled the deposit amount is non-refundable.
What is your payment policy?
Charges will be processed prior to delivery or client pickup from the warehouse. Additional charges will be incurred for missing and/or damaged items; a full credit is applied if/when missing items are returned.
An additional deposit is required for all rental orders paid with cash or debit. The full deposit is refunded once all rental items are returned in good condition.
Am I able to make additions/reductions?
Once a deposit is placed we are able to make additions to the order at anytime (assuming availability). You are able to reduce the quantity of each rental item by 10% – up to one week prior to the event. We cannot completely remove an item from the rental order once it has been reserved.
How does delivery work?
Our delivery personnel are instructed to stack all items in a convenient location (main level). If you require multiple delivery locations on site, please advise your event sales representative in advance so arrangements can be made.
Delivery DOES NOT include set-up and take-down of rentals (excluding tents). If these services are required, please make arrangements in advance (additional charges will be incurred).
What are your hours of delivery?
Normal delivery hours are 9:00am to 5:00pm, Monday through Friday, and Saturdays from 9:00am to 2:00pm. Deliveries can be made after hours for an additional charge.
What should we do with dishware/glassware/flatware before we return it?
Please scrape or rinse food from dishware and empty liquid from glassware prior to returning. Please place dishware and glassware evenly into appropriate crates without overfilling a single crate.
How do I care for rental items?
Crates are provided for dishware, glassware, flatware, and small goods to ensure you receive your rental items undamaged, sanitized and ready to use. Responsibility of the equipment remains with the client from the time of delivery/pickup until the time of return. Please be certain equipment is secured when not in use and protected from the weather.
Charges will be assessed for missing, broken or damaged items, as well as linens which are lost, torn, burned or soiled beyond cleaning. Please be careful of candle wax as it can permanently damage most linen. In addition, tables and chairs must be protected from rain and other harmful weather conditions to avoid damage and replacement charges.
What is your broken and/or missing items policy?
All rented items must be returned. In the event that rental items are missing, you will be contacted by a representative to arrange for their return. If items are lost or broken and cannot be returned, a replacement charge will be incurred. Replacement charges vary by item. Please inquire about our Damage Waiver.
If there are missing items, we leave the invoice open for 4-5 days. When the stated grace period has expired, replacement charges will be assessed. We always offer a full credit for items that are later returned.
How does the Damage Waiver work?
Damage Waiver is offered to protect renters from additional charges incurred due to broken or damaged rental items. It does not preclude you from paying for missing or lost equipment. Please return all broken or damaged items in order to be covered by the damage waiver. Certain restrictions may apply.
Other helpful rental tips
Please be sure to keep copies of all paperwork, faxes, and emails pertaining to your rental to ensure that you have the details and information easily accessible until your rental is complete.
Prior to your event, designate a person or persons to help with set-up and take-down of your items, so that you don’t find yourself scrambling for help at the last minute.
Take note of how items are packaged/wrapped and delivered so that you can do the same to prepare them for pickup/return.
If you wish to see items prior to renting so that you are sure they will meet your needs and satisfaction, you are welcome to visit our showroom in advance of placing your order.