Frequently Asked Questions (FAQ)

1. How do I book rentals?

You can book directly through our website or contact us via email or phone. 

2. When are my items reserved?

Both a signed rental agreement and completed payment will reserve your rental. Once you receive an Order Confirmation from us, this guarantees the items are reserved for you.

3. How does delivery work?
Three simple options, all round-trip (we drop off and come back to collect):

• Self-Pickup & Return (Free) — pick up from our Calgary location and return it yourself.
• Doorstep Delivery & Pickup ($149.99) — we deliver and collect within an all-day window, dropped at one accessible spot (door, driveway, or garage).
• White-Glove Delivery ($299.99) — everything in Doorstep, plus a guaranteed delivery and pickup time window, and we carry it to your exact spot and place it where you want.

When should I choose White-Glove?
When timing or access matters — a set delivery window, a downtown address, elevator or stair access, or you'd simply rather it be carried in and placed than dropped at the curb. You get a guaranteed arrival window so your event starts on schedule.

Do you deliver downtown when an elevator is required?
Yes — that's exactly what White-Glove is built for, and it covers most downtown, elevator, and stair-access venues. 

4. I booked general delivery, will you deliver at the exact time I request?

We have multiple delivery options, including general delivery, adding exact time priority. Our general delivery option will deliver on the chosen day to the front door of your location within an 8-hour window. We do our best to arrive at the preferred time, however, we fit all our deliveries for the day in the most logical route that fits in the 8-hour window, so it might not always be the case. If you'd prefer to guarantee an exact time delivery, please let us know, and we can add that to your order, noting this is an additional service with the associated cost.  

5. Can I pick up the rentals myself?

Yes! We offer self-pickup for many of our items. You’ll need a suitable vehicle and be responsible for proper loading and securing. Most of our items fit in a car or SUV, including our folding chairs and fold-in-half tables, however the Marquee Tents require us to deliver (and setup).

6. What happens if something gets damaged?

We get it—accidents happen. Minor wear and tear is okay, but significant damage or missing items may incur a replacement fee. 

7. Do you set up the rentals?

We’ll happily set up tents and other large items. Tables and chairs are typically drop-off only, but setup can be arranged on request for an additional fee.

8. What areas do you serve?

We’re based in Calgary and serve Southern Alberta. Not sure if we deliver to you? Just ask!

9. I want to rent a large order from you, but I don't think you have one item I need?

We’re constantly growing our inventory, so feel free to inquire about items you need. If there's enough interest or we were close to adding it, we might source it sooner for your rental!

10. What is your cancellation/refund policy?

If written notice of cancellation is received prior to the scheduled start date of the rental, the following conditions apply:

• Two weeks or more from the delivery or Customer pick-up date, 50% of the value of the order (minimum $50.00), will be retained.
• Less then two weeks notice prior to delivery or Customer pick-up, the security deposit is refundable, but all reservation fees are non-refundable.
• 45 days notice is required on all tents/concession equipment.
• Refunds are not issued for rental items returned unused.