|Frequently Asked Questions|
|Do you offer delivery?
Absolutely! We will deliver in London and most areas in Southwestern Ontario...however, delivery charges may apply. Please contact the office for a delivery quote for your area. Please have all items ready for pickup when the drivers arrive. Items not returned at the pickup time are the renters responsibility to return. Delivery crew cannot make changes of orders or pricing. Please contact the office to discuss any billing questions or problems.
When will my tent be installed?
Typical tent installations take place the day before the event and are taken down the day after. If it is a weekend event, the tent will be installed on friday and taken down on monday. We want to accommodate our customer's needs and customized installation dates can be arranged.
How much space do I need for a tent wedding?
For ceremony seating, you should allow 6 sq.ft of space per guest. For partial seating (cocktail parties or casual gatherings) allow 8-10 sq.ft. of space per guest. For receptions, allow 10-12 sq.ft of space per guest. For tent setup, all of our pole tents (40'x40' up to 40'x120') require 6' of clearance on all sides for staking. The marquis style tents do not require any additional space around them and are ideal for events where space is an issue.
Do I have to clean the dishes I rent?
No, we do not expect the dishes to be sanitized after you use them, however, they must be scraped and rinsed - clean of food and returned to the original containers. Cleaning fees may be charged if dishes are not returned in this condition. Breakage (including chips/cracks) or shortages will be charged at the replacement cost. Please report any shortages or missing items to us when you unpack the order.
What is the DWC (damage waiver charge)?
The damage waiver charge is an optional insurance fee that you can purchase which will relieve you of liability for ACCIDENTAL damage to rental items (excludes some items). The fee is 10% of the rental contract and is non-refundable. All items damaged or broken must be returned to be covered under the damage waiver. Missing items will not be covered.
What if I break or damage a rental item?
If you break or damage an item and have not purchased the DWC (see description above) you will be charged the replacement fee for that item. This also applies if an item is lost or not returned. Please return all crates, boxes and hangers sent with the order. Replacement charges may apply. Most stains will come out of linens. Stains that cannot come clean will result in a replacement fee for the linen. Please do not place damp linens in plastic bags as they will mold and stain.
What is your cancellation policy?
We require one week cancellation notice or number decrease. Deposits are non-refundable and a 25% deposit is required at time of booking. Should you need to cancel your order please call us as soon as possible. We can increase your numbers at anytime.
Do you setup the tables and chairs etc....?
Setup is not included in the rental price of items. Should you require setup, please contact the office for a quote.
Can I decorate my tent for my event? What if I want to cut my grass? Do I need a permit for my tent? What about gas/telephone lines?
We ask that you allow at least one day prior to the installation date to do lawn maintenance. DO NOT cut grass while tent is set up. All signs/decorations/lights not installed by our crew must be removed before takedown. DO NOT use tape of any kind on the tents. Please ask if you require banners or signs to be hung up. No coloured streamers of any kind are allowed on the tent. Please ask our installation staff before hanging decorations as some items may transfer and stain. Staining of the tents or sides may result in a cleaning or replacement fee. A line check of the property may be required before setup of tents. Please let us know of any private lines (BBQ, sprinkler systems etc.) on the property. Tents over a certain square footage may require a City of London building permit at the renter's cost. Please ask at booking if your tent requires a permit.
What if I can't return my items on time?
Your pickup and return date is posted in the right-hand corner of your rental contract. If you are unable to return items on the specified day, please contact us and we can adjust the return date for you. Items kept longer than specified will be charged according to our price schedule.
If you have any other questions, please contact us.