FREQUENTLY ASKED QUESTIONS
   
How far in advance should I book my rentals?
Bookings are subject to product availability. We do recommend booking at least two weeks in advance for smaller orders. For large events such as weddings or festivals, we recommend booking at least three to six months in advance to ensure availability.

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 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. This deposit is applied towards your final balance. For orders with a tent the deposit is 50%, for orders without a tent the deposit is 33%.

What is your cancellation policy?
Reductions in quantities of up to 20% can be made without penalty no later than 14 days prior to your event. Reductions in quantities greater than 20% and/or reductions 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. Delivery rates will vary depending on delivery specifics. Please call us for a quote.

How much is your delivery fee?
Delivery rates vary depending on delivery specifics. Please call us for a quote.

My wedding is on a Sunday, how does pick-up and return work?
You are able to pick up 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 call 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. Items should be returned “dishwasher ready”.

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 cost on any linen that has burn and/or staple holes, mildew, permanent stains, and any missing linen or laundry bags.

What do I do if I get my order and items are missing or damaged?
We do our best to make sure your order is complete. If you discover any missing or damaged items please contact us immediately so we can make a note on your account and you will not be charged. If it is after store hours please leave a message and we will contact you as soon as possible.

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 charged full replacement cost. If any missing items are located after the event, please return them and we will refund any replacement costs. All Occasions does offer a damage waiver. Please see Damage Waiver information below.

What is the damage waiver?
The damage waiver should not be considered insurance.  If the renter accepts the damage waiver, by leaving the "decline damage waiver" line of the rental contract blank, then the following will apply:
a) Orders over $400.00 wil be covered for damages up to $100.00.  Damages over $100.00 will be charged at 50% of replacement costs or the cost of repair, whichever is the lesser amount.
b) Orders under $400.00 will be covered for damages up to 25% of the total rental cost.  Damages over 25% will be charged at 50% of replacement costs or the cost of repair, whichever is the lesser amount.

The renter will be responsible for:
c) Any loss or damage due to: theft, mysterious disappearance, shortage disclosed on return, neglect, abuse or misuse.
d) Damage due to use of electrical current provided by other than electrical utility (such as a generator).
e) Damage due to tampering with items or equipment which we have installed, such as tents, dance floors, staging, etc.
f) Damage due to tampering with gas or electrical appliances.
g) Any loss, damage, or extra cleaning charges related to linen or fabric.

The damage waiver is available at a cost of 6% of your order's subtotal.

Do you set up my rentals?
We are available to set up chairs and tables. Chairs start at 40-cents per chair to set up and 40-cents per chair to take down. Tables are $1 per table to set up and $1 per table to take down. EZ-Up tents are $15 to set-up and $15 to take down. We set up all Festival, Marquee and Clearspan tents, dance floors, portable flooring, staging, custom lighting, all tent accessories and leg drapes. Delivery is available for reasonable rates.. Please call us for a quote. We do not offer set up of table settings or linen.

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 whether the items are used or not.

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 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.

How far in advance can I book my items?
You can make a reservation at any time before your event. Keep in mind that the earlier a reservation is made, the more likely you are to make changes closer to your event date, which may incur penalties. Please review our cancellation policy before making any reservations.

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.

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.

What do you do for late-night pickups?
We can arrange for an after hours pick up. Please call 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 call us for a quote.

Do you offer packaged deals?
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.