Rental FAQ
What are your store hours?
8 am – 4 pm Monday - Friday
What methods of payment do you accept?
We accept cash and credit cards. (Visa, MasterCard, Discover, and American Express).
Is payment required to make a reservation?
Reservations require a payment of 50% of the order total. The balance is due upon pickup of items from our store location. Delivery orders must be paid in full 24 hours prior to delivery. Any payment made toward a reservation is non-refundable due to cancellations, date changes, or equipment changes.
How far in advance should I place an order?
As soon as possible. The sooner you reserve your rental equipment, the better. This is especially true for larger events and holiday orders.
What about changes in my order?
Additions are welcome based on availability. Small deletions prior to delivery (except tents) can be accommodated. Major deletions can result in forfeiture of deposit.
Is there an extra charge for deliveries and pickups?
Yes, there is. The rates quoted are for a round trip. The charge will be based on the delivery location. If a specific time is needed, there will be an additional charge.
Do you charge for setup and breakdown?
Delivery and pickup are available at a nominal fee throughout our service area. Deliveries are portal-to-portal. Set up and knock down services are available at an additional charge and should be arranged in advance. Please call our office for rates and scheduling. If setup/breakdown is not requested, please have chairs and tables stacked and ready to go by the time our crew arrives to pick up your equipment.
What are your delivery hours?
Our normal delivery hours are 8 am – 4 pm Monday – Friday. If you would like your delivery outside of our normal business hours, there will be an additional charge.
What should we do with dishes, glassware, and linens before we return them?
Please scrape, rinse and stack dishes back in the containers in which they were delivered. Do not put silver flatware or trays in your dishwasher. All linens are to be shaken clean and bundled. Do not seal in plastic bags; they will mildew. Please allow wet or damp linens to air dry before putting in bags.
What time of day will the merchandise be delivered/picked up?
Each of our trucks has many stops to make during the day. Schedules are made several days ahead. You may request an a.m. (8 to 12) or p.m. (12 to 4) delivery/pickup if necessary.
What if I am not home when the truck delivers/picks up?
If you know you will not be home, please call our office with instructions as to where the merchandise is to be left. If you are not home and we have no instructions, it will cause a delay and an extra cost to you for rescheduling a truck.
What type of service can I expect when the truck arrives?
Standard delivery/pickup charges are to tailgate drop off. If delivery/pickup is to be made to a specific floor or area an additional labor charge may be incurred. Our personnel is instructed to neatly stack all items in a mutually convenient place. Special containers are provided for china, silver, glassware, etc., to ensure that you receive your items sanitized, undamaged, sparkling, and table ready.
What happens if something is broken, damaged, or missing?
We do charge for missing, broken, damaged and weather damaged items. Be sure equipment is secured when not in use and protected from the weather. We offer a Waiver of Damage to protect you from any unexpected damage that may occur during your rental.
Can I pick-up my reservation from your showroom?
Yes! To avoid a delivery cost, you are welcome to pick-up most items at our showroom. We will assist with loading and unloading your order. Due to certain restrictions, there are some items that are available for delivery only. Please bring your own tools and equipment to secure our rental equipment as we cannot provide rope, straps, or any other type of tool to secure the equipment to your vehicle or trailer.
Do you have minimums to place an order?
In order for us to deliver your rentals, you must order at least $150 in items. If you would like to pick items up at our showroom your order must be at least $25.00. Items cannot be picked up in an open bed vehicle. Your vehicle must be enclosed and large enough to securely hold the items you are renting. There is NO exception to this. Also, please note, our minimums are subject to change without prior notice. Especially during the holidays. Please check with your Event Sales Associate before placing your order.
I completed a quote online. Is that a reservation?
A quote on our website is only a quote and does not obligate you to any rentals. We should have received a copy once you submitted it and will be in contact within eight business hours. If we have not followed up within that time-frame, please email us at info@encoreeventrentals.com to make sure we have received it.