Frequently Asked Questions
Booking & Order Management
To ensure availability of your preferred items, we recommend booking as early as possible, especially during peak seasons like spring, summer, and the holidays. Once your event date and venue are confirmed, it’s the perfect time to reserve your rentals. Planning last-minute? Don’t worry, we’ll do our best to accommodate you!
Absolutely! You’re welcome to add more items anytime, based on availability. If you need to adjust quantities, you can reduce the number of each rental item by up to 10% up to one week before your event—for example, changing 100 chairs to 90. While we can’t fully cancel reserved items, we’re happy to help with any updates or substitutions wherever possible.
Yes, a 50% retainer is required to confirm your booking. For larger or long-lead orders, flexible deposit arrangements may be available. Please note that retainers are non-refundable, as items are held exclusively for your event.
We understand that plans can change. Cancellations made within a specified timeframe (typically 14 days) may be eligible for partial refund or credit toward a future rental. Orders cancelled within 14 days or less are non-refundable. Contact us directly for details based on your event.
Yes! We are located at Unit 6, 610 Newbold Street, London, ON, and are available by appointment only. You’re welcome to book a visit to view our collection in person. We’d be happy to walk you through everything.
Yes, we have a minimum order requirement of $500 for all rentals. This helps us maintain the quality and service standards our clients expect. Feel free to reach out for a quote tailored to your event and location.
Some of our larger items like backdrops or props require custom quoting due to varying design, colour, or setup needs. Simply add them to your wishlist and we’ll provide accurate pricing.
Delivery, Setup & Returns
Our standard delivery window is Monday to Friday, 9:00 AM–6:00 PM. If you need delivery outside these hours, we’ll do our best to accommodate for an additional fee.
Setup and takedown services are available upon request for an additional fee. Please let us know in advance if you’d like our team to assist so we can include it in your quote.
At this time, we do not offer pickup as our warehouse is not open to the public. We’re currently operating from a private facility without customer-facing access. However, we’re working toward offering pickup options in the future. For now, all orders must be delivered by our team.
Items should be returned clean, dry, and repacked in the same packaging provided. All items should be placed in the same area they were dropped off to streamline pickup.
Lost or unreturned items are subject to replacement fees. We’ll reach out to you after the event to confirm the return count before issuing any charges.
Yes, we can arrange for same-day or after-hours pickup for an additional fee. This is especially helpful for venues with strict timelines. Just let us know in advance so we can coordinate accordingly.
Product Use & Responsibility
We understand that outdoor events come with uncertainties. If you’re renting weather-sensitive items, speak to our team about backup options or flexibility with delivery and setup. We’ll always do our best to work with you.
Absolutely. Multi-day and weekend rentals are available. Let us know your timeline and we’ll customize the rental period and pricing accordingly.
Many of our items are designed for both indoor and outdoor use. However, we recommend discussing your setup conditions with us; uneven ground, rain, or wind may require extra considerations or equipment.
Yes, our full inventory is available on our website with photos, dimensions, and styling suggestions. You can also download our digital catalogue for a quick overview of our offerings. If you need help visualizing your setup, our team is happy to provide recommendations.
