Hopefully, you will find the answers you are looking for here in our Frequently Asked Questions, (FAQ), section. If not, please do not hesitate to contact us and get your answer!
Can we pick-up our order from your facility?
Yes and no. Some items, such as linens, can be picked up at our warehouse. However, delicate items such as furniture, lighting pieces and centerpieces are only available for delivery. Our logistics team will safely deliver and set-up these items.
Is there a required minimum order?
There is not a minimum order rental charge for in-house pick-up. However, we have a minimum rental amount for delivery, which is $150.00.
What are your fees?
Rental Fee: This is a fee associated with a specific period of time, usually one day, when the items are used for your event. The products are either picked up after the event by our team or returned by you on the first business day following the event. An online quote is for using the item, unless otherwise specified. A rental fee does NOT include delivery, setup, or late-night pick-up - if these services are required.
Delivery fee: Most of our items require delivery. The delivery fee depends on distance, the time needed to and from the destination point, and the staff required to complete the delivery. We deliver to all surrounding areas including Hamilton, Niagara-on-the-lake, St. Catherine's, Beamsville, Grimsby, Jordan, Welland, Cambridge, Ancaster, Waterloo, Kitchener, Dundas, Flamborough, Burlington, Oakville, Mississauga, Toronto, Vaughn, and beyond, including the beautiful Northern Muskoka District – Bracebridge, Huntsville, Gravenhurst, Dwight, Lake of Bays and of course the Kawartha District too! If you do not see your city located, please contact us for any delivery inquires. Our minimum delivery fee starts at $100. The delivery fee is for the transport of the times to the ground floor. If an elevator or stairs for a second-floor delivery is required, an extra fee will apply to this delivery. A delivery fee does NOT include the set-up of the items. For example, our staff will deliver the charger plates to the venue; however, they will NOT be set on the tables. If you require set-up of any items, please let us know, and we can also add that service (please see set-up fee).
Set-up fee: Please let us know in advance if you require set-up services. If we are not notified in advance of the delivery, we will not be able to set-up the items because we must allot the proper amount of time and staff to this service.
Late-night tear-down fee: In the case the venue requires immediate tear-down following your event, there is a cost related to late night tear-down. A typical fee for this is $150.00. If we are not informed of this venue requirement before the event, a $300 flat fee will be automatically billed to the credit card on file.
Replacement fee: The items are the client's responsibility from when they are delivered to when they are picked up. Irrespective of who (guest, a staff member of the venue) accidentally breaks an item, the replacement fee is the client's responsibility. If an item is missing upon return, 48 hours is provided for the client to locate and return the item. The replacement fee depends on the item and its availability but can be up to ten times or more of the rental fee.
Extra Cleaning Required Fee: A major cause of this fee is candle wax. Candle wax requires extra processing and can damage linens. We have hurricanes for taper candle sets. Under no circumstances are pillar candles or tealights to come into direct contact with linens. Also, our linens, such as napkins, are not to be used as cleaning cloths. If the item cannot be cleaned, with all efforts made, a replacement fee will be charged to the credit card on file.
Is a refund possible if I do not use the rental item?
Unused items are not eligible for refunds or credit. Once the item leaves our facility it is treated as used. All returned items, used or not, are treated and cleaned in the exact same manner in order to maintain the highest standard of quality assurance for all our clients.
Do we have to wash the cutlery, plates, glasses before returning?
No, this is our job. What we ask is, if food remains on the plates, please scrape them off and empty the glassware.
Can I just drop-by your showroom?
Our showroom is by appointment only – please send us a quick email or phone call.
When do I have to return the items?
The rental period for our items is for the day of the event. If an item is required for longer, please contact the office for a quote. Please allow a 15-minute wait period for us to count all the items when returning the items. For linens, please quickly shake them out before placing them in clear plastic bags for return. Wet linens can mold, which can damage the linens and result in an extra cleaning or replacement fee.
How can I pay for my order?
We accept Mastercard and Visa, cash, debit, and e-transfers. If choosing to pay for your order via credit card, a 3% surcharge is applied. If you select e-transfer, please send to firstname.lastname@example.org, and the password is: Latkat
You can rest assured that we will do everything we can to reschedule your event to a later date due to Covid 19. If you choose not to reschedule your original event because of COVID 19, your deposit will be applied towards your future event. The deposits remain non-refundable as stated in our contract.
Can't find your answer – please call or email us!