Policies & Procedures
TO RESERVE
To confirm a reservation we require your contact information, a valid credit card number on file, a non-refundable deposit, and a signature on your rental contract. The deposit is equal to 30% of your order total and is applied towards your final balance. Your order will not be considered ‘reserved’ until a deposit and signed contract are received.
PAYMENTS
Payments can be made in any of the following ways: credit card, cash or personalized cheque with ID. We take payments in person, over the phone, by email, or by mail. You may pay the final balance on your account at any point before your event, but we must receive final payment on the day of delivery or picked-up.
CHANGES AND CANCELLATIONS
Customer service and satisfaction is of the utmost importance to us. The day you book your order the items are considered out of our inventory for your date and thus made unavailable to other potential customers. This ensures you will have all the items you need on the date you require them. Because of this, we do have certain policies regarding changes to your order.
All reductions in numbers must be provided 15 days prior to your event. Any reductions or cancellations made within 15 days will be subject to a cancellation fee. Any increases in your numbers must be made prior to your pick-up or delivery, and are subject to item availability. These items will be billed separately. You may make changes by phone, email, or in person. This policy helps us to ensure that your order is packed as accurately as possible. See our Cancellation Policy below for more detailed information.
CANCELLATION POLICY
Reductions in quantity are limited to 20% of the original amount ordered per item and must be made a minimum of 15 days prior to your event to avoid penalty. Reductions in quantity greater than 20% and/or any reductions made within less than 15 days of your event are subject to a penalty of 50% of the total rental rate of the cancelled item(s) plus taxes. Any items cancelled within 1 week of the event date will be charged at full rental rates plus taxes. As these items will be made unavailable to other clients at the time of booking, if you do cancel your entire reservation you will forfeit your initial 30% reservation fee.
RENTAL PERIOD
The rental rate is based on the rental period (generally 1-3 days). Should you need the items longer please contact us.
PICKING-UP & DELIVERY
Pick up & delivery arrangements to be made with Interior Display Services no later than 15 days prior to your event.
Delivery rates are based on drop off to a point immediately accessible to our truck, usually a driveway, garage, or yard. Close access to the event set up site is necessary for all tent and other services that include set up.
All deliveries require the signature of a responsible party for equipment to be left. Should you require delivery beyond our truck tailgate or set-up and take down of items, please request a quote prior to your event.
Should you have special delivery requests, please contact us and we will do our best to accommodate your needs.
SET-UP
We will set up all Festival, Marquee and Modular tents, all tent specific accessories, dance floors, portable flooring, staging, and custom lighting. We are available to set up chairs, tables, pop up tents and other items for an additional set-up and tear-down fee. We do not offer set up of table settings, linens, or other general decor items. Delivery is an additional fee as rates will vary on location.
OUT OF TOWN EVENTS
We do rent for out-of-town events. You can pick the items up yourself or we can deliver. Should you require delivery please contact us for a delivery rate. We can also help you arrange shipment of some rentals via courier. Multi day rates may apply if items will need to be shipped via courier, picked-up by yourself, or delivered more than 24 hours in advance of your event. You are responsible for any and all damage that may occur during transportation to and from your event site by a third party.
CHECK TO MAKE SURE YOUR ORDER IS COMPLETE
We do our best to make sure your order is complete. If you discover any missing or damaged items upon receipt, please contact us immediately so that we can make a note on your account and make arrangements to replace the items if desired. If it is after store hours please leave a message or call our after-hours emergency line. We will contact you as soon as possible. Many factors can contribute to items being lost or damaged during an event. We cannot accept disputes after an event is over.
RETURNS
If you will not be returning the items yourself or present for the pick-up, or will not be in contact after your event, we will require the name and contact information of the person who will be responsible for your rental. It is best to appoint one trustworthy person to be in charge of the return.
On return, linens must be dry to prevent mildew, free of any wax, food or confetti and placed in the nylon bags provided. Do not place damp linens in plastic bags.
Occasionally we receive back items that do not belong to us. You will be informed as soon as possible after your event if there is anything here to pick-up. We will store the items for no longer than 30 days. If we have not heard from you after 30 days, the items will be discarded or donated to a local charity.
IF YOU OR SOMEONE ELSE IS RETURNING YOUR RENTAL
To avoid extra charges, we recommend that you count your order before returning it to ensure all items and packaging are accounted for. We count every order when it is returned to our warehouse. If you are not willing or able to wait for your order to be counted by staff upon return, then we will not accept any disputes over missing or damaged items. As we take in many orders in a day, there may be a slight wait as returns are counted on a first come, first serve basis.
IF INTERIOR DISPLAY SERVICES IS PICKING-UP YOUR RENTALS
Rental items need to be returned to their point of delivery. All original containers and boxes must be returned. Tables and chairs should be folded and stacked neatly. Linens should be placed in nylon bags provided. If your order is not ready for pick-up when we arrive, we will return at our discretion for an additional one-way pick-up charge.
MISSING AND DAMAGED ITEMS
If you do have missing or damaged items upon return, you will be informed as soon as possible. If the missing items cannot be found or if we are unable to contact you or the person responsible within 48 hours of your specified return date, replacement fees will be automatically charged to the credit card on file. If any items can be located and returned within one week of your specified return date, we will refund the full amount. No refund after one week. Repair fees for damaged items must be paid upon receipt of an invoice. Any items considered un-rentable by our standards will be charged at full replacement value. The customer is responsible for the goods from the time of pick-up/delivery until the items are returned to Interior Display Services Ltd. Be sure that all equipment is secure and protected from the weather while it is in your possession. We do charge for; soiled, broken, damaged or missing items, including packaging materials. There will be an extra cleaning charge for any wax, excessive grease, ink and/or hard to remove stains on linens and fabrics. Our insurance does not cover equipment while it is in your possession.
UNUSED EQUIPMENT
Rental items are charged for time out, not for use. Every item that leaves our building is treated the same way upon return, used or not. This ensures that every item you receive is clean, sanitized, and food safe. No refunds are given for items that were not used during your event.
LATE RETURNS
Late rentals will be charged a half-day rental rate for each day. If you are not able to return your rentals on time, please inform us so that we are able to make a note on your account. If we require the items for another order, we will make arrangements to pick the items up ourselves, at the cost of a one-way pick-up fee, charged to the credit card on file.
