Frequently Asked Questions

Placing Your Rental Order

Q: How do I place a rental order?

A: You can place an order easily using our online ordering system. Alternatively, you can call in your order at 416.759.2611 or email us at [email protected].  

Q: When should I place my rental order?

A: We recommend you submit your rental order as soon as you know the details of your event so that we can confirm availability of your desired rental items. Please submit your order at least 72 hours prior to your delivery/customer pickup date when using our online ordering system.

Q: Is there a minimum order for delivery?

A: Yes, you must reach a minimum of $150 in rentals (prior to delivery and taxes) to be eligible for delivery within the GTA. Minimums may vary depending on delivery location. For orders outside the GTA please call us at 416.759.2611 or email us at [email protected] to speak to one of our account executives.

Q: Is there a minimum order for delivery?

A: Yes, you must reach a minimum of $150 in rentals (prior to delivery and taxes) to be eligible for delivery within the GTA. Minimums may vary depending on delivery location. For orders outside the GTA please call us at 416.759.2611 or email us at [email protected] to speak to one of our account executives.

Q: Can I pickup my order?

A: Yes, there is no minimum to reach for customer pickup and return. You will also receive a 10% discount on your order.

Q: What is the rental period?

A: Our pricing is based on a 1-3-day rental period. The cost per unit may increase on rentals spanning longer than 3 days.

Q: Do you only work with event professionals?

A: We are proud to work with clients of all backgrounds on their special events of any size.

Delivery & Fees

Q: Do you have a delivery charge?

A: Yes, we have standard delivery and pickup charges that apply to all orders. The fee is determined by many factors such as the size of the order, delivery location, access, date, and timing. The more information you can provide us with will help us to accurately quote the delivery cost.

Q: What other fees may apply to my order?

A: To offset a portion of the costs associated with incidental breakage, a mandatory 2.5% charge for inventory recovery is applied to all contracts.

Q: I would like parts of my order delivered to different locations on-site (i.e. one part delivered to the ballroom, another part delivered to the kitchen, etc.). How can I note this on my order?

A: If you require your rental order to be delivered to different locations onsite, please contact one of our account executives to assist. You can call us at 416.759.2611, or email us at [email protected], as additional fees may apply.

Q: Do you setup and breakdown chairs, tables, and furniture?

A: Yes, for an additional charge. This service is only available if scheduled in advance, and a floor plan is provided.

Q: Do I need to be home when the delivery arrives?

A: You do not have to be home for a delivery. However, you must have a protected and secure area for the rentals to be left. Please let us know in advance where you would like the rentals to be placed should you not be home to accept delivery.

Payment & Policies

Q: Is a deposit required?

A: Yes, for orders over $1,000 we require a 30% non-refundable deposit to secure the rentals.

Q: When is payment due for my order?

A: We require all orders to have a valid method of payment on file prior to delivery or customer pickup. Final payment is processed 2 business days prior to your delivery or customer pickup date. Our drivers cannot accept payment upon delivery.

Q: What types of payment methods do you accept?

A: We accept all major credit cards, cheque, and e-transfer.

Q: Can I make changes to my order?

A: Yes, you can make changes to your order without penalty up to 2 business days prior to your delivery or customer pickup date.  We will do our best to accommodate any last-minute additions to your order, additional charges may apply.

Q: What is your cancellation policy?

A: Orders can be cancelled up until 2 business days prior to the delivery or customer pickup date without penalty. Cancelling your order or removing items from your order within 2 business days prior to delivery/customer pickup will incur a 50% restocking fee. Cancelling your order within 1 business day of delivery/customer pickup will result in a 100% cancellation fee.

Q: What happens if I break or misplace something?

A: The customer is responsible for breakage, loss, damage, and return of equipment in same condition as received. The replacement cost will vary depending on the extent of the damaged or missing product.

Q: What happens if I do not use part of my rental order?

A: Unfortunately, we cannot refund any unused items once the equipment has been accepted upon delivery or customer pickup.

Rental Orders

Q: Can I rent flatware, chinaware, and glassware by the unit?

A: Glassware is ordered by the dozen, china in multiples of 5, and flatware in multiples of 10. We will make exceptions for some of our specialty items.

Q: Why can't I rent flatware, chinaware, and glassware by the unit?

A: Although we understand you may have limited need for certain products in smaller quantities, we no longer "break packs", which ensures accuracy and timely packaging of your orders.

Q: What size tablecloth should I order?

Table Size

Floor Length Linen

4' x 36"

102" x 156"  or 132" Round

4' x 42'

102" x 156"  or 132" Round

6' x 30"

90" 156"

6' x 36"

90" x 156"

6' x 42"

102" x 156"

8' x 36"

90" x156"

8' x 30"

90" x 156"

8' x 42"

102" x 156"

24" Round

96"

36" round

96"

48" round

120"

54" Round

120"

60" round

120"

66" Round

120"

72" round

132"

66" x 66" square

132" or 90" x156"

1/2 Moon - 60"

120"

Serpentine

120"

Q: Do I have to wash the chinaware, flatware, or glassware?

A: No, that is the perk of rentals. We just ask that you clear and place them back into the containers in which the equipment arrived.

Q: How should I return tablecloths?

A: Please ensure all tablecloths are free of food and stored for pickup within the clear bag provided. We ask that you do not place linens in green or black garbage bags as they may be mistaken for trash.

Q: Do I have to break down the tables and chairs?

A: Yes, unless otherwise arranged with your account executive. Tear down is offered for tables and chairs for an additional charge.

Helpful Hints for Planning Your Party!

Q: Do you rent tents?

A: YES! Our sister company Advanced Tent Rental offers tents of all sizes and styles.

Q: How do I calculate the quantity of glassware needed for my event?

A: We recommend 1.5 glasses per person per hour. This quantity will then be divided amongst the beverage choices you are offering your guests and the corresponding glassware.

Q: How much room do I need for tables and chairs?

A: We recommend adding a minimum of 6ft to the tables dimensions to accommodate enough space for chairs and an aisle.

The Health & Safety of our team, and our guests, is our number one priority.Showroom Policies

Intimate Weddings

To obtain a free estimate simply fill out the form below. One of our event consultants will contact you within 24 hours.

Drapery Quote

To obtain a free estimate by email simply fill out the form below. One of our drapery experts will contact you within 24 hours. 

welcome.

With the ERG Customer Portal, renters can access a range of rental and account information with just a few clicks.

Need An Account?

Before customers can log in to the Customer Portal, they must first be granted access by an account executive.

VIRTUAL CONSULTATION