FREQUENTLY ASKED QUESTIONS

Topics Covered on this Page:
Ordering
Delivery Service
Payment & Cancellation
Products & Information
If you can't find your question, Contact us for assistance.

Ordering

How do I place a rental order?

You have many options for placing an order. Contact a member of our sales team by calling or emailing the Party location nearest to you. You can also reach us online by using the online booking to place your order or fill out the Contact Form.

What services do you offer?

In addition to the extensive collection of rental products in our catalog we also offer a full range of production equipment including tenting, lighting, staging, dancefloor, draping and custom work. We also provide site surveys and support obtaining proper permitting when required.

How far in advance should I reserve my rental order?

We recommend that you place your order with your favorite rental items as soon as you have a date and a location for your event. We're flexible with changes on your reservation (see below) so reserve early! Most customers reserve their selected products six months to a year in advance.

What is the difference between a quote and a reservation?

A quote provides estimated pricing and does not confirm product availability. A reservation provides confirmed pricing, product availability and all necessary details required to fulfill your customized order.

How do I confirm my rental order?

To confirm your reservation, we request your personal information, product quantities, delivery/pick up details, site specific information and credit card information. All orders including tenting and tent related products require a non-refundable deposit.

Is a deposit required to reserve rentals?

All orders require a 50% non-refundable deposit along with credit card on file to confirm a reservation.

Can I change my order?

Yes. You may make additions and modifications up to 2pm three (3) days before delivery or will call pickup. You can easily make these changes by contacting our office! If product is available, we will accommodate requests for increased quantities. Please refer to our cancellation policy to avoid charges related to cancelling items.

What is the standard rental period?

Our standard rental period is three days. The day of delivery, the day of the event and the day of pick up. Depending on availability, delivery location and season, this period may need to be extended. If you need a long-term rental, please contact one of our Event Specialists at 630.877.8005

What are Stair Charges?

How do I add to my order for delivery and pickup?

If your location is only accessible by stairs or the item(s) you are ordering does not fit in the elevator, your event may be assessed Stair Charges. We define a flight of stairs as "landing to landing."

Example: In a location in which we need to travel up the stairs to the first landing to make the delivery, the order will include 1 flight of stairs for the delivery and 1 flight of stairs for the pick-up. If we are required to make the delivery to the second landing, then it would be 2 flights of stairs for the delivery and 2 flights of stairs for the pick-up.

If stairs are not noted within Continue w/Quote and we arrive on-site to find the product does not fit in the elevator, we will contact you about the on-site issue. We'll seek approval to add the stair fees to the order and/or give the option to allow our team to deliver to the ground floor.

Delivering and picking up from the ground floor will avoid stair charges but it would be your responsibility to bring the items up to the location and back down to the ground floor for pick-up.

Any questions about the fees and/or charges? Contact our Customer Care team via phone at 1-630-877-8005 or Live Chat on our website. Our Live Chat is available Mondays - Fridays, 8:00 a.m. - 5:00 p.m.

How to add stairs to your order

To add stairs to your order, follow these steps on our website:

On the "Event Information" tab during Continue w/Quote, locate the comment section, "Let us know any important details section"
List the number of flights required to reach the delivery and pick-up location.

Can I reach someone if I have an after-hours emergency while my event is in progress?

Yes, we offer after-hour emergency for our location.

Bolingbrook location orders: please call 331.269.5819. and leave a message with your name, company name (if applicable), cell phone number, contract number and details of your emergency. Our manager on duty will return your call with a solution.

For new orders, questions regarding payments or future events, please call during our business hours to connect with one of our Event Specialists.

Delivery

Where do you deliver to?

Our delivery area includes all cities in Chicago and surrounding suburbs. Please contact our Event Specialists for more information.

What is included in your standard delivery service?

Our standard curbside delivery and pick up services are offered during business hours with extended business hours during peak seasons. Standard delivery is non-timed and calculated by zip code.

Is there a delivery fee?

Yes. Our standard curbside delivery service is calculated by zip code and is the most cost-effective solution that accommodates the majority of our customer requests. As an additional service, we also offer outside of business hour time frames and late night services to meet venue requirements or more complex orders.

Are there additional fees that may apply?

You may incur additional fees if our delivery teams require the use of stairs, long distance portage of equipment (outside of 50' from the back of the truck), timing delays or if additional on-site labor is required.

Do you offer delivery outside of business hours?

Yes. We offer windows of time during business hours and outside of business hours. This timeframe determines the earliest and latest time of arrival and the fee is based on the location, timeline required, access and scope of the request.

Do you provide set up and break down services for rental products?

Tenting, tent accessories, staging, dance floors, bars, specialty tables and select cooking equipment rentals include set up and break down by our delivery crews (delivery service is additional). We can provide services to unbag, add cushions and rebag chairs as well as table set up/break down at an additional cost. This service must be prearranged in advance with a complete diagram provided three (3) business days prior to delivery and/or pick up.

Is there an order minimum for delivery service?

During our peak seasons, we do require product delivery minimums established by zip code. Minimum amounts do not include delivery service, labor, tax or other services.

What is my responsibility for products rented?

In between delivery and pick up, you agree to provide secure storage for rented items, protect all items from sprinkler systems and/or weather and properly repack all items as delivered in their containers. You accept full risk for the duration of your rental period until all items are loaded onto our trucks.

Can I pick up my order?

All products require delivery service and are unavailable for customer pick up at the moment. Contact our office to connect with our Event Specialists to learn more.

How do I find out an ETA for my delivery and pickup-up?

Thank you for ordering with us! To find out the estimated time of arrival, contact our Customer Service team on the day of delivery or pick-up. Our truck routes are created the night before the day of your delivery or pick-up date.

Our Customer Care team is available Monday - Friday, 8 am - 5 pm.

Phone: 1-630-877-8005
Text messaging: 630-382-8011
Live Chat (located on the bottom right-hand corner of the screen)

Customer support is available by phone outside those hours. Please have your Event Number in hand as you will need it to get in touch with our after-hours emergency team. If you do not have your Opportunity Number, please leave a message and we will respond during regular business hours.

Arrival Time Vs. Delivery/Pick-up Window

When choosing a delivery or pick-up window, please be aware that we arrive at any time during that window. The window of time does not include the time to complete the delivery or pick-up.

After your order is submitted, you may contact our Customer Care team if your delivery or pick-up can be completed by a specific time. Additional fees may apply if you request a time to complete the delivery or pick-up during your window.

Contact our Customer Care team via phone at 1-630-877-8005 or Live Chat on our website. Our Live Chat is available Mondays - Fridays, 8:00 a.m. - 5:00 p.m. Customer support is also available by phone outside those days and times. Enter your event number when prompted.

Payment & Cancellation

When do I pay for my rentals?

At reservation, you provide a credit card that is securely captured on file. Final balances are due the week of your event, prior to delivery service. Items require a 50% non-refundable deposit at the time of reservation with the remaining non-refundable payment due seven (7) days prior to delivery.

What types of payments are accepted?

We accept all major credit cards (Visa, MC, AMEX, and Discover). All reservations require a credit card to confirm the order.

What is your cancellation policy?

A 50% cancellation charge will apply to any rental items cancelled less than ten (10) days before delivery. A 100% cancellation charge will apply to items cancelled less than three (3) days before delivery. No credit will be issued for mutually agreed upon custom items or event-driven purchases; these items are subject to payment in full at time of reservation for all clients and are non-refundable. No credit will be given for unused items. Unless the order has been confirmed and reserved, all prices and availability are subject to change.

Products Information

What are quantity minimums?

Quantity minimums are the fewest number of items required to rent. Chinaware, Drinkware, Flatware and Napkins are rented in minimum package quantities to maintain sanitary practices and ensure accuracy.

Rates

he Base Rental rates cover a period of up to five days, allowing delivery of two (2) days before and return two (2) days after the event depending on event and season. See below for additional fees for longer rental periods. Prices are subject to change without notice.
Time Out | Rate
1-5 days Base Rental Rate
6-7 days Base Rental Rate X 1.5
8-14 days Base Rental Rate X 2
15-21 days Base Rental Rate X 3
22-31 days Base Rental Rate X 4

Do my rental products need to be returned clean?

When renting china, glassware, flatware, serving pieces, trays, bowls and other food related items,
We ask that you remove excess liquids and debris from products and rinse with water prior to returning. Please repack all products as delivered in their containers.

When renting linens
Please shake out each piece to remove food, paper goods and other debris prior to placing them in the provided linen bags. Allow linens/fabrics to air dry if wet or damp prior to enclosing them in the linen bags.

When renting cooking equipment
Please remove food, grease, oil and dispose prior to pick up. Deep fryers require the removal of customer provided oil and charcoal barbecues require the removal of customer provided charcoal.

When renting candle holders or lanterns
Please remove tea light candles and all wax prior to repacking in their containers. Flameless candles are recommended.

When renting chairs
Please remove cushions, cover and stack unless set up and break down terms have been prearranged.
All other rental items
Repack, recover and stack as delivered.

What happens if I misplace rental products?

In the event that items are lost or misplaced, replacement charges will be added to the contract at retail value. If you find missing rental items, please return them to our office within 7 days for a full refund.

What is Equipment Protection Plan?

Protection Plan covers incidental damage or breakage to select products while in your care during your rental term. This service is non-refunable, not available for third-party sub rentals and does not cover missing items, items left outside unprotected, improper use or vandalism.

The Equipment Protection Plan is not insurance and it does not cover:

Rental items not returned
Theft
Damage resulting from vandalism or intentional or improper misuse
Damage resulting from failure to secure Rental Items during transport, overloading or exceeding the rated capacity of the Rental Items
Damage to motors or other electrical appliances or devices caused by artificial current
Any damage resulting from overturning
Any damage resulting from use of the Rental Items in violation of any provision of this Agreement or violation of any law, ordinance or regulation
Any damage due to weather
Any Damage to third party sub rental items or specialty linens

Can I receive a refund for unused products?

Rental terms are based on confirmed reservations and time out on rental. We are unable to issue refunds for unused products.

What if I'm experiencing a problem with a rental item during my event?

If you are experiencing issues with a rental item during business hours Monday - Thursday from 8:00 am - 5:00 pm or Friday - Saturday 8:00 am - 4:00 pm, please contact our office for support at 630.877.8005

If outside of business hours, please contact your order location below.

Bolingbrook: Please call 331.269.5819 and leave a message with your name, company name (if applicable), cell phone number, contract number and details of your emergency. Our manager on duty will return your call with a solution.

For new orders, questions regarding payments or future events, please call during our business hours to connect with one of our Event Specialists.

What are your safety and sanitation procedures?