Frequently Asked Questions
How far in advance should I book my rentals?
Bookings are subject to product availability. Once you are firm on your date, reserve your rental items. This will secure the products that you have chosen for your special event.
What do you require to book an order?
To confirm an order we require your contact information (address, phone, email and/or fax), valid credit card information and a non-refundable deposit. The deposit is equal to 50% of your order total and is applied towards your final balance. This payment can be made by Credit Card, Cash, Cheque (at least one week prior to that date your rentals will be delivered) or Email Transfer. Monthly payment options can also be arranged.
Do you offer package deals?
No. All of our items are priced individually. This allows each event to be unique.
Are there any minimum quantities that I need to book?
Our dishware, glassware and flatware are rented in multiples of 5, but you can rent any number of anything else.
When do I need to have my final numbers by?
14 days prior to your event. Any reductions or cancellations made within 14 days will be subject to a cancellation fee. For more information see our cancellation policy. This policy helps us to ensure that your order is packed as accurately as possible.
We’ve had 15 people RSVP us at the last minute, can I add to my order?
Yes, as long as the items are available. These items will be billed separately.
What is your cancellation policy?
Reductions in quantities of up to 20% of the original number can be made without penalty no later than 14 days prior to your event. Reductions in quantities greater than 20% and/or reductions of any amount made within 14 days of your event are subject to a penalty of 50% of the total rental rate of the cancelled item(s) plus taxes. Any items cancelled within 1 week of your event will be charged at full rental rate plus taxes.
Do you deliver?
Yes, we do offer delivery. When you request a delivery you will be given either a morning (8am to 12pm) or an afternoon (1pm to 6pm) delivery window. Delivery rates will vary depending on delivery specifics. Please contact us for a quote.
How much is your delivery fee?
Delivery rates vary depending on delivery specifics. Please contact us for a quote.
What do you do for late-night pickups?
We can arrange for an after hours pick up for an additional fee. Please contact us for a quote.
I may need my items to be picked up at a specific time, how would that work?
We can arrange for time specific deliveries and pick ups. We do charge extra for this as we will be arranging our other deliveries around your event. Please contact us for a quote.
Do I have to pick up my order myself or can I send someone else?
Either you or someone else can pick up your order. They will need to know what name it is booked under and settle any remaining balance owing on the account.
My wedding is on a Sunday, how does pick-up and return work?
You are able to pick up your order on Saturday between 9:30am and 4pm and return on Monday between 9am and 5pm. This is considered a one-day rate. We do offer delivery services 7 days a week during the peak season. Please contact us for a quote.
Do I need to wash my items before I return them?
We wash all dishes, glassware and linen upon return. We do ask that you scrape or rinse the plates free of any food and empty the glasses. Dinnerware should be returned “dishwasher ready”. We ask that you do not wash any linens.
If I spill wine on my tablecloth is there an extra cleaning charge?
Most food stains will not incur extra charges. There will be an extra cleaning charge for any wax, excessive grease, ink and/or hard to remove stains. We will charge a replacement fee for any linen that has burn and/or staple holes, mildew, permanent stains, and any missing linen or laundry bags. Please do not attempt to launder any linens on your own as this may cause any stains to become permanent.
What should I do if I receive my order and items are missing or damaged?
We do our best to ensure your order is complete. If you discover missing or damaged items upon receipt please contact us immediately so that we can make a note on your account and make arrangements to replace the items if desired. If it is after store hours please leave a message or call our after-hours emergency line. We will contact you as soon as possible. Many factors can contribute to items being lost or damaged during an event. We cannot accept disputes after an event is over. If asked, we are willing to perform a full inventory count of the item(s) in question.
What happens if I have missing or damaged items when I return my order?
If you have missing or damaged items upon return, you will be informed as soon as possible after your event. If any missing items can be located after the event, we ask that you try to return them within 48 hours. You will be charged the full replacement cost for any items that cannot be located and all damaged / broken items. All Occasions does offer a damage waiver. Please see Damage Waiver information below.
What is the damage waiver?
You (the customer) are responsible for returning rental items in the same condition in which they were received, except for ordinary wear and tear. You are liable for the replacement cost of damaged or lost items. The Damage Waiver is available with this rental transaction to protect you from damage due to accidental breakage. No loss of any type will be covered.
The Damage Waiver is available for a fee of 8 percent of your total rental order. The Damage Waiver is optional and you may decline it by initialing on the decline Damage Waiver line at the bottom of the contract. If waiver is declined, customer is responsible for all charges relating to loss or damage to rental items under any circumstance. The damage waiver is not a refundable item.
If waiver is accepted:
- Orders totaling up to $400.00 will be eligible for coverage of up to twenty-five percent of the total rental cost. Any damage over twenty-five percent of the total order will be charged at fifty percent of replacement costs.
- Orders totaling more than $400.00 are eligible for coverage of the first $100.00 of replacement value. Any damage over $100.00 will be charged at fifty percent of replacement costs.
What the damage waiver IS:
- Waives you of liability for rented items that are returned damaged due to an accident. You must return all broken or damaged items and other such evidence that we may reasonably require.
- Must be accepted prior to your taking possession of the rented items.
- Is secondary to your own insurance. Some homeowner and business insurance may cover you for damage to rented items in the event of a sizable claim. If waiver is declined you must add us to your insurance for the duration of the period in which rental items are in your possession.
What the damage waiver is NOT:
- Coverage for damage due to neglect, abuse or misuse. If deemed necessary by the rental company, you agree to furnish a police report upon their request.
- Coverage for loss.
Specific circumstances NOT covered by the damage waiver:
- Any type of loss of rented items or accessory equipment.
- Overloading or exceeding the rated capacity of equipment.
- Use of electrical current provided by other than an electric utility.
- Operation/use of equipment in a manner different from its intended purpose, or damage resulting from neglect and/or abuse.
- Tampering with items or equipment that we have installed such as tents, dance floors or staging.
- Tampering with gas or electric appliances.
- Any loss of linen, linen bags, or other fabrics.
- Any damage rendering the linen un-rentable such as (but not limited to): burns, tears, permanent stains, etc.
Do you set up my rentals?
We are available to set up chairs and tables. Chairs start at 50-cents per chair to set up and 40-cents per chair to take down. Tables are $2 per table to set up and $2 per table to take down. EZ-Up tents are $15 to set-up and $15 to take down. We set up all Festival, Marquee, Tidewater, Jumbo Track, Eclipse and Clearspan tents, dance floors, portable flooring, staging, custom lighting, all tent accessories and leg drapes. Delivery is available for reasonable rates. Please contact us for a quote. We do not offer set up of table settings, linen, or general décor items.
How long do I get my rentals for?
The rental rate is based on a 24-hour rental. Should you need the items longer please contact us and ask about our multi-day rates.
I need my rentals for more than one day, how does that work?
Please contact us and we will quote you a multi-day rate for your items.
I did not use all my items, will I get a refund?
Rental items are charged for time out, not for use. Every item that leaves our building is treated the same way upon return, used or not. This ensures that every item you receive is clean and food service items are sanitized and food safe.
What happens if I am late returning my rentals?
Late rentals will be charged a half-day rental rate for each day.
Is set-up and delivery included in the tent rental price?
Set up and take down of tents is included in the rental price, but delivery is an additional fee. This is because delivery rates vary on location. Please call us for a quote.
Do you rent for out of town events?
Yes. You can pick the items up yourself or we can deliver. Should you require delivery please contact us for a delivery rate. We can also help you arrange shipment of some rentals via courier.
When is my final balance due?
All final balances are due the week of your event.
How can I pay for my rentals?
We accept cash, cheque, debit and all major credit cards. Any payments made by cheque must be made at least one week prior to your event to allow the funds to clear.