frequently asked questions

Yes! Our delivery and installation are 100% guaranteed! You can rest assured that your items will be delivered and/or installed prior to your event. Further, we guarantee that all of your items will be fully functioning for you or we will make it right!

We understand that cancelling an event is a difficult choice but is sometimes needed. We offer a very generous cancellation policy. Here are the details:

1. If you cancel more than 2 weeks in advance, you will receive a credit for any deposit paid for up to 1 year from the date you cancelled your order. If you paid in full instead of paying a deposit, we will refund 75% of your full payment to you and the remaining 25% will be given as a credit.
2. If you cancel with less than 2 weeks in advance but before we load your items, you will receive a credit for you full payment for up to 1 year from the date you cancelled your order. No refunds will be given - just a credit.
3. If you have to cancel after we have already loaded your items into our truck for delivery, no refunds or credits will be given. We typically load items 1-2 days before your scheduled delivery/install date.

Usually you can! We will try to accommodate changes up to your date of rental. However, you should always try and make changes at the 2 week mark before your event so its easy to adjust your final invoice and we can try to make the inventory available for you. We unfortunately don't allow changing tent sizes, removing sidewalls from your order or tent heaters. These items are often in short supply but cancelling them at the last minute means we won't have time to rent them to another customer. If you are removing items from your order, we unfortunately don't allow removing more than 15% of your order by either number of items and amount.

We typically follow a set delivery and install schedule based on the type of items. However, weather often requires us to go outside of our guidelines. We will contact you a week before your event to give you a rough estimate of the day and time range of your delivery and/or install. We usually try and follow this schedule tho:

• Thursday: deliver and set up our 20x20 and larger tents and large packages
• Friday: deliver and set up our packages with tents smaller than 20x20 and our chair/table only orders
• Monday: take down and remove our packages with tents smaller than 20x20 and our chair/table only orders
• Tuesday: take down and remove our packages with tents smaller than 20x20 and our chair/table only orders

We will contact you the week before your event with a day and approximate delivery time window. We use time windows because our crew can sometimes be delayed due to specific circumstances beyond our control. You will receive an email and text notification before your event to remind you of the day and time window

WE SELECT YOUR DELIVERY DAY/TIME BASED ON OUR INSTALL SCHEDULE. We do this to maximize efficiency – when we have 40 events to set up in a week it’s also just not possible to coordinate client schedules. You will be notified the week before of your selected day and time. We may also have to change your install day/time due to circumstances – particularly inclement weather. We request and appreciate your flexibility and understanding in this.

We understand sometimes mowing the lawn right before install is a priority or perhaps a certain day/time does not work for you. So we have an option to accommodate this. You may specify the exact day/time for your install for a one-time fee of $75. This compensates us for loss of time/efficiency and increased labor. You may also specify an exact day/time for your pick up for an additional $75 service fee. We typically do not delivery Saturday or Sunday or after business hours. If you require us to deliver or tear down on these days, we do charge additional fees as our workers will be working overtime hours to do this.

We will contact JULIE prior to any installation where we are driving stakes into the ground. You will receive a package from us prior to your event with flags and instructions on how to mark your install area. Other than that we do require use of your driveway for your install so please make sure vehicles and items are cleared off of the driveway as well as out of the install area and any access paths. You should also remove pet waste and other debris from your install area prior to arrival.

We offer discounts for active-duty military or veterans, teachers and first responders. If you fall into one of these categories, contact us prior to placing your order. We also offer a 5% discount if you are paying with cash with some additional rules:

• Cash is defined as cash money - not check or electronic payment like Zelle
• If paying by cash, your full balance is due upon booking and you must deliver it to us upon booking at our business address.
• We don't carry change so please make sure it's exact.

We will also accept Zelle (without a discount) or if you are a business, we will accept a corporate check ONLY. We don't accept personal checks or payment through other payment platforms.

If you are a tax exempt organization, we will remove the sales tax but we need to have a copy of your tax exempt certificate before doing so and we will keep it on file.