FAQ
How Much is Delivery?
To always give you the best shipping rate, we don't include shipping in our rental prices. We charge a flat rate of $25/order + $2.50/item (Each Way). This saves you more on larger orders!
How Do I Receive My Order?
All of our orders are sent using UPS, with the occasional express order being sent using another courier. We will have your order sent to your home or place of work - no signature required.
How Long Does it Take to Ship? When Will I Receive my Equipment?
Depending on your location, our rentals need 3-8 business days to be delivered using standard shipping. Our goal is to have your order delivered 1-2 days before your event. We also offer a variety of express shipping options.
To always give you the best shipping rate, we don't include shipping in our rental prices. We charge a flat rate of $25/order + $2.50/item (Each Way). This saves you more on larger orders!
How Do I Receive My Order?
All of our orders are sent using UPS, with the occasional express order being sent using another courier. We will have your order sent to your home or place of work - no signature required.
How Long Does it Take to Ship? When Will I Receive my Equipment?
Depending on your location, our rentals need 3-8 business days to be delivered using standard shipping. Our goal is to have your order delivered 1-2 days before your event. We also offer a variety of express shipping options.
How Do I Pay for my Order?
Once you receive an estimate confirming the availability of your order, you can either call us or have us call you to collect payment over the phone (Visa, MasterCard, AMEX). We collect payment over the phone allowing our secure payment processor to charge any additional damage fees to your card.
Optional PayPal payments are accepted with an additional 5% fee, $50 Damage Deposit, and copy of photo ID.
Why is my Receipt not Exactly the Same as my Estimate?
We charge your order in Canadian Dollars (CAD) at the equivalent price in US Dollars (USD). Your credit card will convert the amount for you and depending on their rate, it will be slightly above or below our rate. Should the amount be higher, we will gladly refund the difference!
How Do I Return The Equipment?
We provide step by step instructions to return your order.
Once you receive an estimate confirming the availability of your order, you can either call us or have us call you to collect payment over the phone (Visa, MasterCard, AMEX). We collect payment over the phone allowing our secure payment processor to charge any additional damage fees to your card.
Optional PayPal payments are accepted with an additional 5% fee, $50 Damage Deposit, and copy of photo ID.
Why is my Receipt not Exactly the Same as my Estimate?
We charge your order in Canadian Dollars (CAD) at the equivalent price in US Dollars (USD). Your credit card will convert the amount for you and depending on their rate, it will be slightly above or below our rate. Should the amount be higher, we will gladly refund the difference!
How Do I Return The Equipment?
We provide step by step instructions to return your order.
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What Happens If Something Is Damaged During Shipping?
UPS will be liable for any damage during shipping for orders sent to you. Having said that, by that point your event is only a couple days away and you may be down a fixture or two. To solve that, we offer a $2/item insurance policy where in the event something is damaged, we will 1 Day express ship an additional light to you at no cost.
Should damage be reported on any return shipment that UPS deems the shipper responsible for, you will be responsible for any repairs or replacement costs. We strongly recommend following our packing guide for select items and be sure the equipment is sufficiently protected before returning to UPS. To better protect yourself from unforeseen charges, take a picture of what your packages look like when you open the box, as well as before you seal it for return shipping.
Is the Equipment Difficult To Set-Up?
All of the equipment is very user friendly and easy to set-up.
Some items may arrive with the kickstand/brackets unassembled.
How Long Is the Rental Period?
All rentals include a 3 day rental period starting at the day before your event. Should your order arrive earlier, this does not count towards your rental period. Your return date will always be listed on your invoice.
What If I Want More Time With My Order or If I'm Late Returning the Equipment?
Should you want to rent the equipment for longer than 3 days, you can opt to extend your rental for only 20% of the rental price/day for the first 5 business days, afterwards you only pay 50% of the rental price/week.
If your order has not been received by UPS by the date indicated on the invoice, you will be charged 25% of the rental price/day for the first 6 business days, followed by a 50% of the rental price/week.
How Can I Avoid Paying Additional Fees?
We want your rental experience to be as smooth as your event, but there are steps that you need to follow to avoid the following fees:
Late Fees: Return Equipment to UPS by date indicated on your invoice
Customs Charge: Provide UPS with the Customs Invoice (Not your payment invoice) provided in your package. Should one not be included, contact us and we will provide an additional one.
Packing Fee: Pack in what you packed out. This includes any custom foam, instructions, and parts.
Do I Need to Sign a Rental Agreement?
By paying your invoice, you are agreeing to the terms and conditions of our Rental Agreement. Our Rental Agreement has been attached to both your initial quote and your final invoice.
Does the Fog Machines Set Off Smoke Detectors?
Some smoke detectors react to it, others do not. If you're intending to use it in a public space, ask permission to use a water based fog machine.
Is the Fog Fluid Unhealthy to Inhale?
While the fog fluid is water based, some people such as those with asthma may find it difficult to breathe in. If anyone is having troubles with the fog, they can leave the area/room and should be fine after getting fresh air. Here is the MSDS from the fog fluid we use.
UPS will be liable for any damage during shipping for orders sent to you. Having said that, by that point your event is only a couple days away and you may be down a fixture or two. To solve that, we offer a $2/item insurance policy where in the event something is damaged, we will 1 Day express ship an additional light to you at no cost.
Should damage be reported on any return shipment that UPS deems the shipper responsible for, you will be responsible for any repairs or replacement costs. We strongly recommend following our packing guide for select items and be sure the equipment is sufficiently protected before returning to UPS. To better protect yourself from unforeseen charges, take a picture of what your packages look like when you open the box, as well as before you seal it for return shipping.
Is the Equipment Difficult To Set-Up?
All of the equipment is very user friendly and easy to set-up.
Some items may arrive with the kickstand/brackets unassembled.
How Long Is the Rental Period?
All rentals include a 3 day rental period starting at the day before your event. Should your order arrive earlier, this does not count towards your rental period. Your return date will always be listed on your invoice.
What If I Want More Time With My Order or If I'm Late Returning the Equipment?
Should you want to rent the equipment for longer than 3 days, you can opt to extend your rental for only 20% of the rental price/day for the first 5 business days, afterwards you only pay 50% of the rental price/week.
If your order has not been received by UPS by the date indicated on the invoice, you will be charged 25% of the rental price/day for the first 6 business days, followed by a 50% of the rental price/week.
How Can I Avoid Paying Additional Fees?
We want your rental experience to be as smooth as your event, but there are steps that you need to follow to avoid the following fees:
Late Fees: Return Equipment to UPS by date indicated on your invoice
Customs Charge: Provide UPS with the Customs Invoice (Not your payment invoice) provided in your package. Should one not be included, contact us and we will provide an additional one.
Packing Fee: Pack in what you packed out. This includes any custom foam, instructions, and parts.
Do I Need to Sign a Rental Agreement?
By paying your invoice, you are agreeing to the terms and conditions of our Rental Agreement. Our Rental Agreement has been attached to both your initial quote and your final invoice.
Does the Fog Machines Set Off Smoke Detectors?
Some smoke detectors react to it, others do not. If you're intending to use it in a public space, ask permission to use a water based fog machine.
Is the Fog Fluid Unhealthy to Inhale?
While the fog fluid is water based, some people such as those with asthma may find it difficult to breathe in. If anyone is having troubles with the fog, they can leave the area/room and should be fine after getting fresh air. Here is the MSDS from the fog fluid we use.