Resources
Equipment Instructions
Frequently Asked Questions
Getting Started:
Q: How do I begin working with Event Essentials?
A:
Our experienced team can provide inspiration and recommendations for all types of events, and at any stage in the planning process. If you’re looking for initial pricing, tenting information or to lean on Event Essentials of guidance, use our contact form to get started. If you know what you need and are ready to place an order, visit our rental catalog to submit a quote.
Q: Do I need an appointment to visit?
A:
Q: Where is your showroom?
A:
Our showroom is located in our new building, at 6551 Ronald Reagan Avenue in Madison, WI.
Q: How far in advance should I begin planning and reserving rentals for my event?
A:
There is no specific requirement, however, once you have chosen the date for your event and know what you need, contact us to create your reservation and make a deposit to ensure availability.
Q: How do I make a reservation?
A:
Reservation Payment Process:
- Time of Booking: Non-refundable, down payment of 25%
- 90 Days Prior to Out Date: Non-refundable, 25% payment
- 14 Days Prior to Out Date: Order is finalized and remaining payment and security deposit is collected
Payment Options:
- All major credit cards accepted, no additional credit card fees
- Checks must be received at least 14 business days prior to Out Date
- Client driver’s license will be requested for identification.
Event Planning:
Q: What size tent do I need?
A:
Tent size will be impacted by table seating, food and bar service area, dance floor, head table space, stage and performance area, etc. Our Account Executives will ask about these important details prior to determining the appropriate tent size for your needs. Contact us to get started and our team will be happy to follow up with our recommendations.
Q: How much of an item should I reserve if I only have an estimated number of guests?
A:
You should reserve at the higher end of your estimated number of guests. You can change the number as your responses come back and as your event date approaches. Final counts are needed 14 days prior to the Out Date.
Delivery & Return:
Q: How long is the rental period?
A:
Generally, rates are quoted for a one-day, single-use event. Arrangements for customers utilizing Event Essentials’ delivery, pick up and labor services will be made on a case-by-case basis depending on customer needs, staff availability, delivery assets, venue requirements, etc.
Typically, arrangements allow for the equipment to be obtained at least the day before the event and returned the next business day after the event. If you require a different rental period or accommodation, please contact us for rate information. All charges are for time out whether used or not. Prices and policies are subject to change.
Q: How do I know what time my order will be delivered?
A:
Delivery and pick up services are generally between 8:00AM and 5:00PM Monday through Saturday (not including holidays). An Event Essentials team member will contact you 2-3 days prior to your scheduled delivery date to confirm necessary details and give you an estimate on delivery and/or pickup timing based on the routing for the day.
If there are specific timing parameters we need to work around, please discuss those needs with an Account Executive ahead of time. Specific delivery needs and additional labor resources must be planned and scheduled in advance to be sure all client requirements are met. Due to the additional costs for special routing and trips, additional charges will apply.
We strive to honor timed requests, but sometimes there are circumstances beyond our control such as unplanned delays at other stops, unexpected restrictions at venues, traffic, and weather. Our team will do its best to communicate with each client if these challenges arise.
Q: Can I pick up the rentals myself?
A:
Client pick up, or Will Call, is available for some rental items. Arrangements for pick up and return to our warehouse should be made in advance to ensure qualified staff is available. Please note that not all rental items can be picked up by clients.
Q: Do you deliver and set up?
A:
Yes, we offer delivery and pick up services. Standard labor and delivery rates are Monday through Saturday (not including holidays) from 8:00AM to 5:00PM. It includes service to first-floor docks, garages, or within 25 feet of the tailgate of the truck. Delivery and pick up to areas or floors beyond this require additional charges due to increased labor and time involved.
We can also set up and take down rented equipment. Hourly labor rates apply and are based on many factors (day and time, truck proximity to set up, terrain, obstacles, time constraints, etc.) Please work with your Account Executive regarding your event logistics so that labor costs can be quoted accordingly.
Cleaning & Damages:
Q: Do I need to launder the linens before returning?
A:
Linens and cloth items do not have to be laundered but care should be taken to avoid mildew. (Mildew and using linens as wiping cloths is considered misuse and not covered by Damage Waiver.) Linens should be returned dry and free of food matter in the linen bags provided. Please return all totes, bags and boxes you receive with your rental. Charges will apply for missing containers and items needing extra cleaning.
Q: What if there is damage to the rental items?
A:
We offer an optional Damage Waiver which covers accidental damage. This optional waiver does not cover missing items, negligence, misuse, or theft. The cost of the Damage Waiver is 10% of the rental fee. If you decide not to take the Damage Waiver, you are responsible for damage to the rented items.
Damage Waiver is not charged on installed tents and liners. However, since Damage Waiver is not charged, damage done to these items is the responsibility of the client. For example, damage done by the client, guests, suppliers, or vandals is chargeable. However, damage to tents due to weather events is the responsibility of Event Essentials.
Q: Do I need to clean items before returning?
A:
Equipment should be returned scraped of food matter and in the containers provided. We sanitize and re-package the equipment so it is ready for the next customer. If your situation prevents scraping food from rental items, additional cleaning fees may apply.
Q: Do I need to wash tableware and food service items before use?
A:
No, these items will be ready to use when you receive them.
Q: What if my order is missing an item or something is broken?
A:
Your order is double checked before it is sent out to you. Please check over your entire order when you receive it. If there is a problem, give us a call right away so we can correct the situation to minimize the impact on your event.
Q: What if I have a problem with the equipment?
A:
If you run into problems (even after hours) give us a call right away. The sooner we know about the problem, the sooner we can correct it. If we are closed, you will be able to leave a message and someone will return your call if you choose the “Urgent” option. If you wait to report a problem after the event, rental charges will still apply.
Payment & Refund:
Q: When do I get my refund?
A:
Following the return of your rental items, our team strives to close out your rental contract and issue the refund as efficiently as possible. Typically, return orders are processed within 1-5 business days, but this turn-around depends on business volume, order size, and time of year. If damaged or missing items are noted during the order processing, you will be contacted. If you are aware of damaged or missing items or other issues, please contact us immediately. This will expedite the final accounting and closing of your rental contract.
Q: What forms of payment are accepted?
A:
We accept MasterCard, VISA, American Express and Discover. At this time, no additional fees apply for credit card payments. We also accept checks when they are received more than 14 business days prior to the Out Date (delivery or client pick up).
Q: What is the deposit?
A:
The deposit is a flat amount (determined by order size) collected two weeks prior to the Out Date (at the same time as the remaining payment). It is a contingency to cover loss, damage, late returns, and unexpected conditions requiring additional services. The deposit is returned (less any adjustments due to the aforementioned occurrences) after the order is checked in and closed.
Q: Is there a minimum order?
A:
We have year-round rental minimums in place on all of our orders. Order minimums are as follows:
- Will Call Orders are a $100 minimum
- Non-Tent Delivery Orders are a $250 minimum
- Tent Delivery Orders are a $1,000 minimum
Please consult your Account Executive regarding minimums as it applies to your contract agreement.
Cancellation & Changes:
Q: What if I need to cancel my reservation? (See separate policy for tents, below.)
A:
- Cancellations made more than 90 days from the Out Date will be charged 25% of the rental.
- Cancellations made within 90 days of the Out Date will be charged 50% of the rental.
- Cancellations made within 14 days of the Out Date will be charged 75% of the rental.
- Cancellations within 48 hours of the Out Date will be charged 100% of the rental. Additional charges may apply if the order has been loaded and/or in route.
- Cancellation on special order items is not refundable.
Q: What if I need to cancel my tent reservation?
A:
- Tent reservations canceled more than 90 days from the Out Date will receive a 100% refund.
- Tent reservations canceled within 90 days of the Out Date will be charged 50% of the tent rental.
- Tent reservations canceled within 14 days of the Out Date will be charged 100% of the rental.
Q: What if I need to make changes?
A:
- Final changes to item counts need to be placed at least 14 days prior to the Out Date on the rental contract.
- Equipment added to your order within 7 days of the Out Date may be subject to “Last Minute” fees.