FAQ’S
June 3, 2024 2024-06-03 21:42FAQ’S
Q: How are the tables & chair rental deliveries/pickups handled?
A: Tables and chairs are typically delivered neatly stacked and must be re-stacked at pickup. Stacked equipment within 50 feet of our truck(s), and easily accessible because on level ground, is covered by the standard delivery fee you are charged. Site-specific fees are available for additional services such as further transport beyond the 50 feet or set up / breakdown of tables, set up / re-stacking of chairs by our crew.
Q: In what condition do tabletop items need to be returned?
A: Once finished using the linens, please put them in the boxes we delivered them in after shaking them free of excess food. Do not place linen into plastic bags because this may lead to mildew. If you can’t find the boxes provided just return them in a cardboard box. Be sure to count the linens to ensure you are returning the amount rented. Incidentally, candle wax can ruin the linens. It is best to put spill protection between the candles and linens. Staples, heavy-duty tape, candle wax and some stains may permanently damage linens. Renter returning damaged linens will be charged rental plus full replacement cost. Lost linens will also be charged rentals plus full replacement cost.
Q: What is your policy for reservations, cancellations and final payments?
A: Equipment will be reserved exclusively for you once we receive a signed agreement and a fifty-percent (50%) retainer. Since the equipment is being held just for you and unavailable for anyone else to rent, your retainer is non-refundable if you cancel or postpone for any reason. Final payment is required at least 30 days before the day of delivery. Any order over 30 days out will require payment in full upon reservation.
Q: What if I need to change my order last minute?
A: Rental equipment from our extensive inventory may be added or removed 10 business days prior to your delivery. Cancelled equipment may be subject to a cancellation fee. Additional items may be subject to a rush fee, availability, trucking, and staff. Once your order is prepared in our warehouse, items cannot be removed.
Q: How do delivery & pick up fees work?
Transportation fees are determined by delivery type, order size and zip code. Standard delivery pricing includes delivery and pickup via level portage not over 50 feet from our vehicle(s). If access to the delivery / installation site is more difficult because the area being traveled is not level (hills, stairs, obstacles, etc.), we recommend you inform us at the time of your reservation so we can keep to our schedule for all our clients. If additional time or labor to transport our rentals is required, additional labor charges will be assessed.
Q: How do you determine delivery/pickup fees?
A: Delivery and Pick-Up Options: For delivery, a minimum order requirement is in place. Once you make your reservation, we will coordinate with you to schedule a convenient delivery and pick-up time. Typically, delivery occurs several days before your event to ensure the rental equipment is in place and ready when needed. A week before your event, we will contact you to confirm the order details and delivery window. Upon delivery, our team will verify the pre-scheduled pick-up day with you. If this doesn’t work for you, please inform us, and we will try our best to accommodate your needs within our delivery schedule. Standard delivery and pick-up hours are from 8am to 5pm, Monday through Friday. Additional services like before/after-hours delivery, timed delivery, surprise party delivery, and last-minute orders are available, but they will incur extra charges. Our delivery team will neatly stack the equipment near the delivery vehicle in a suitable location. Any special requirements such as carrying, long-distance transport, use of stairs/elevators, set-up, or breakdown must be specified when making the reservation. Failing to notify us of these needs may result in additional fees. Delivery and pick-up costs are location-based, except for unique requirements. For smaller orders that do not meet the delivery minimum, customers have the option to pick up the items at one of our locations. We suggest calling ahead so we can prepare your order, but it is not mandatory. Our team will always assist with loading and unloading. It is the customer’s responsibility to ensure they have a suitable vehicle to transport the rented items. Our team cannot secure the items to your vehicle, and Allure Event Rentals is not responsible for any damages during loading or unloading.
Q: What if I damage or lose rental equipment?
A: Allure Event Rentals does its best to protect your property during the delivery, installation, and removal process. We approach every job carefully, respecting your property, and operating in a professional and courteous manner. Please be aware that Allure Event Rentals does not assume liability for any damage such as ruts in grass, scratches or cracks on the installed surface, and high wind related damages, etc. Once we deliver the rental item(s), these become your responsibility. When our equipment is delivered a signed acknowledgement of the equipment is our preference. We often need to provide instructions as to the use of certain equipment, so having someone designated by you at delivery is important. If no one is available to do this, written notice of acceptance should be given to our company. We request your representative is on site when we pick up equipment too, in case there are missing or damaged items. You will be billed for replacement costs for those items.
Q: How does the Rental Protection Plan work?
A: We automatically add a 10% Damage Waiver (RPP- Rental Protection Plan) to every order. The RPP covers the first $150 of damage or broken equipment and 50% of additional damage. The remaining 50% will be the customers responsibility. If the RPP is declined, the customer is responsible for 100% of replacement or repair costs. The RPP is not insurance and does not cover: Items not returned, vandalism, theft, failing to secure items during transport, leaving Marquees, Flower Walls or other such decor out in the rain or other such damage resulting from weather, damage to motors or electronic equipment, etc.
Q: Let’s Talk Tents Please?
A: 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. We highly recommend a site visit is completed by us upon confirming your reservation. Installation of a tent must be done correctly for the protection of the location, your guests, the tent, and ultimately the success of your event. Therefore, it is our strict policy that all installations and take-downs are done by our experienced crews. Concrete Ballast Installation We use primarily concrete ballasts to secure tents in special situations such as where we are unable to stake or drill. In the case of severe weather, these ballast installations are not recommended and we reserve the right to not setup or remove the equipment. Water Ballast Installation, while we offer this service, it is not recommended. The quantity of water weights required to secure a tent is typically so great, clients choose not to use them. A 20×20 tent requires thirty-two 55 gallon water drums! In the case of severe weather, water ballast installations are not recommended and we reserve the right to not setup or remove the equipment. Underground Utilities, It is your responsibility to advise us where the utility lines and other underground items are located, such as sprinkler lines and wells, sewage lines, etc. You must always call “Dig Safe” at 811 before you allow staking on the property. One easy phone call starts the free process of marking most of your underground utility lines. When you call this number from anywhere in the United States, your call will be routed to your local One Call Center. Operators will ask you for the location of your event and route your call to affected utility companies. Your utility companies will then send a professional locator to your location to mark the known underground utilities. You must call 10 days in advance and advise them know we are penetrating the ground 42″ deep. Permits, It is your responsibility to check with your local Building Department, Fire Department, or other local entity which handles the permitting for your area prior to the installation date to confirm the requirement of permits (at least several weeks is recommended.) Obtaining these clearances remain the responsibility of you the renter. If you choose, we can handle this for you, for an additional fee. We know the intricacies of regulations required by various agencies responsible for tenting and event rental placement and installation. Our knowledge of these regulations, especially in New York City, distinguishes us from most other companies.
Q: What happens with Tent Installs in the event of rain?
A: Allure Event Rentals reserves the right to cancel the installation of tents or remove installed tents in the event of unsafe weather conditions. If you are uncertain about what constitutes severe weather, please contact Allure Event Rentals to ensure that it is safe to occupy the tent. If you notice any suspicious movement of the tent, evacuate immediately. We have a 24-hour mobile phone line that you can use to contact us at any time should this occur. Typically, we are on standby if we hear of threatening weather conditions and will contact you beforehand.
Q: Do the drivers set Up & Break Down?
A: Our delivery personnel will install and dismantle all tents, dance floors, stages, flooring, lighting, and decorations that we have set up. However, items such as tables, chairs, china, glasses, linens, flatware, and other rental items are the customer’s responsibility to set up and break down. Allure Event Rentals does offer pre-event setup and post-event breakdown of these items for an additional charge. Our drivers are on a very strict delivery schedule and will not setup if the service has not been added to your order prior to delivery.