Got a question, let us know!
How far in advance should I place my order?
When planning your function you should be placing your order at least 2-4 months in advance. If it is a wedding that you are planning you should be looking at least 8-12 months prior to your event.
Am I responsible for cleaning dishware, cutlery & linens?
No. We ask that you simply scrape all food off the dishes, rinse and place them back into the containers in which they arrived. Glassware should be emptied and returned to the boxes up-right.
Is there a credit for returned equipment?
There are no refunds on unused equipment.
Can you come and check out the location to make sure there is enough space?
Our team of professionals provides you with an on-site consultation at no extra charge. If required, we will visit you at your site location and measure the site for the tent placement and discuss with you the best options for your specific event and event location. Please note that we cannot set up any tents over a septic bed. Please inform us if there are any underground services, i.e. sprinkler systems, power, gas, or water lines. Locates will have to be completed prior to our arrival. If you have chosen a site on your property, and the site is prone to flooding or has drainage issues when it rains, that site is not ideal.
Do I have to wash the linens?
No. All linen is washed on return to us. Please shake out the linens to remove any debris and pack them in the linen bags provided. Do not place the linens in any plastic bags as the linens will mildew. If any linens or skirting is damaged, from wax, cigarette burns, ink or other damage, charges will be applied. Please treat all rentals as they were your own.
Am I responsible for losses and breakage?
The customer is responsible for the rental equipment from the time that it is delivered until it has been picked up by Totally Covered Event Rentals or it has been checked back into our warehouse by the customer. Please keep all equipment secure, dry and protected from the elements as we do charge for missing, broken and water damaged equipment at full replacement cost.
Do I have to get a permit?
Permits are required for temporary tents in most municipalities in Ontario as per the Ontario Building Code. Please check with your local town/city offices to enquire about tent permits. While it is the customer's responsibility to obtain any tent permits, we can help guide you with your permit application and supply you with all of the necessary drawings for the permit.
Do you offer a Damage Waiver?
Totally Covered Event Rentals offers a damage waiver on all rentals excluding tents. A damage waiver is not insurance. The customer is responsible for any loss or damage to the rented property. The customer is also responsible for returning all equipment in the same condition in which the equipment was received, except for ordinary wear and tear. All broken or damaged items must be returned to Totally Covered Event Rentals. If items are not returned, they will be deemed missing and invoiced for replacement value.
When do we deliver?
We deliver usually the day before your event. If you are having a tent set up we usually set up two to three days before your event. Specific delivery instructions can be given once your order has been taken and prior to delivery. Someone does have to be present when we deliver our rentals or when we arrive to set up tents. However, there are occasions where changes and delays in our schedule are unavoidable on delivery day. We will reach out to you as soon as possible about scheduling changes as they occur.
Do you deliver at specific times?
Our delivery schedule is pre-planned weeks before the date of your event so that we may provide the best service to everyone. We will inform you of the delivery/pick up approximately two weeks prior your event to confirm delivery date and time. During the busy season we have a very tight schedule. We will do our best to accommodate specific delivery times, but there are times when this is not possible.
All deliveries are to the ground floor only. There is an additional charge for upstairs or downstairs and for those deliveries that require an elevator or if they are in an area of difficult access. Please inform us of any special delivery instructions at the time of booking.
Do you set up tables and chairs?
We do not set up tables and chairs. We install the tent, sidewalls, dance floor and tent lighting.
Do I have to place a deposit when I place my order?
In order to ensure that the equipment is available to you for the date requested, a 25% deposit is required upon booking your rentals. The deposit is non-refundable and non transferable.
When is the balance of the order due?
The remaining balance is due one week prior to your event. We accept etransfer or credit cards for payment.
What is your cancellation policy for tent orders?
All tent orders require a 25% non refundable, non transferrable deposit to secure your order. All tent orders cancelled within 30 days of delivery will be charged a 50% cancellation fee. It is the responsibility of the customer to pay for the total cost of the tent if the tent is cancelled within 14 days prior to the function date.
What is the cancellation policy for party rental items?
All party rental orders require a 25% non refundable, non transferable deposit to secure your order. All party rental orders cancelled within 7 days of delivery, the customer is responsible to pay the full cost of the rentals.
How do I choose the right size of tent?
There are several questions that you should ask yourself when deciding if you are going to be using a tent for your event.
When planning your function you should be placing your order at least 2-4 months in advance. If it is a wedding that you are planning you should be looking at least 8-12 months prior to your event.
Am I responsible for cleaning dishware, cutlery & linens?
No. We ask that you simply scrape all food off the dishes, rinse and place them back into the containers in which they arrived. Glassware should be emptied and returned to the boxes up-right.
Is there a credit for returned equipment?
There are no refunds on unused equipment.
Can you come and check out the location to make sure there is enough space?
Our team of professionals provides you with an on-site consultation at no extra charge. If required, we will visit you at your site location and measure the site for the tent placement and discuss with you the best options for your specific event and event location. Please note that we cannot set up any tents over a septic bed. Please inform us if there are any underground services, i.e. sprinkler systems, power, gas, or water lines. Locates will have to be completed prior to our arrival. If you have chosen a site on your property, and the site is prone to flooding or has drainage issues when it rains, that site is not ideal.
Do I have to wash the linens?
No. All linen is washed on return to us. Please shake out the linens to remove any debris and pack them in the linen bags provided. Do not place the linens in any plastic bags as the linens will mildew. If any linens or skirting is damaged, from wax, cigarette burns, ink or other damage, charges will be applied. Please treat all rentals as they were your own.
Am I responsible for losses and breakage?
The customer is responsible for the rental equipment from the time that it is delivered until it has been picked up by Totally Covered Event Rentals or it has been checked back into our warehouse by the customer. Please keep all equipment secure, dry and protected from the elements as we do charge for missing, broken and water damaged equipment at full replacement cost.
Do I have to get a permit?
Permits are required for temporary tents in most municipalities in Ontario as per the Ontario Building Code. Please check with your local town/city offices to enquire about tent permits. While it is the customer's responsibility to obtain any tent permits, we can help guide you with your permit application and supply you with all of the necessary drawings for the permit.
Do you offer a Damage Waiver?
Totally Covered Event Rentals offers a damage waiver on all rentals excluding tents. A damage waiver is not insurance. The customer is responsible for any loss or damage to the rented property. The customer is also responsible for returning all equipment in the same condition in which the equipment was received, except for ordinary wear and tear. All broken or damaged items must be returned to Totally Covered Event Rentals. If items are not returned, they will be deemed missing and invoiced for replacement value.
- Damage Waiver covers broken items by normal use
- Damage Waiver does not cover missing items. Full replacement value is charged for missing items
- Damage Waiver does not cover damage due to your neglect or abuse
- Damage Waiver does not cover damage from misuse/neglect/abuse/theft or unexplained disappearance
- Damage Waiver does not cover loss of china, linens, glassware and cutlery
- Damage Waiver does not cover any damage to linens i.e.: ripped, torn, shredded, burned, wax, ink, mold, missing
- Damage Waiver does not cover damages to any equipment if equipment is left to the elements (not covered or sheltered)
- Full replacement value will be charged for any equipment missing or damaged due to neglect/abuse/theft
- Damage Waiver charge will be 6% of rentals (excluding tents charges)
- Damage Waiver does not include any damages to tents. Any damages to tents or sidewalls will be assessed and charged accordingly
When do we deliver?
We deliver usually the day before your event. If you are having a tent set up we usually set up two to three days before your event. Specific delivery instructions can be given once your order has been taken and prior to delivery. Someone does have to be present when we deliver our rentals or when we arrive to set up tents. However, there are occasions where changes and delays in our schedule are unavoidable on delivery day. We will reach out to you as soon as possible about scheduling changes as they occur.
Do you deliver at specific times?
Our delivery schedule is pre-planned weeks before the date of your event so that we may provide the best service to everyone. We will inform you of the delivery/pick up approximately two weeks prior your event to confirm delivery date and time. During the busy season we have a very tight schedule. We will do our best to accommodate specific delivery times, but there are times when this is not possible.
All deliveries are to the ground floor only. There is an additional charge for upstairs or downstairs and for those deliveries that require an elevator or if they are in an area of difficult access. Please inform us of any special delivery instructions at the time of booking.
Do you set up tables and chairs?
We do not set up tables and chairs. We install the tent, sidewalls, dance floor and tent lighting.
Do I have to place a deposit when I place my order?
In order to ensure that the equipment is available to you for the date requested, a 25% deposit is required upon booking your rentals. The deposit is non-refundable and non transferable.
When is the balance of the order due?
The remaining balance is due one week prior to your event. We accept etransfer or credit cards for payment.
What is your cancellation policy for tent orders?
All tent orders require a 25% non refundable, non transferrable deposit to secure your order. All tent orders cancelled within 30 days of delivery will be charged a 50% cancellation fee. It is the responsibility of the customer to pay for the total cost of the tent if the tent is cancelled within 14 days prior to the function date.
What is the cancellation policy for party rental items?
All party rental orders require a 25% non refundable, non transferable deposit to secure your order. All party rental orders cancelled within 7 days of delivery, the customer is responsible to pay the full cost of the rentals.
How do I choose the right size of tent?
There are several questions that you should ask yourself when deciding if you are going to be using a tent for your event.
- What type of event are you planning? Festival, wedding, family reunion, corporate event?
- Do you have enough space for the tent? We require an additional 5 feet surrounding the tent to accommodate for staking.
- For example: a 30x60 tent will require a space of 40x70
- Will space be required for a bar or beverage area?
- Will space be required for dance floor, head table, DJ, Band or entertainment?
- How many people are attending?
- Will you require additional tents for caterers, etc.?
- Will the tent be set up on grass? Surfaces such as asphalt, cement, and gravel require a more involved set up and there are additional charges. WE CANNOT SET UP ANY TENTS OVER A SEPTIC BED
- If you require any additional help with determining tent size, we are here to help!!