FAQs
FAQs
FAQs
Frequently asked questions
General
How do I place a rental order?
You can browse the products from our catalog, choose the date and check out. In case of questions, give us a call and we’ll guide you through the process and help you select the right rental items for your event.
What is the duration of the rental period?
Our standard rental period is typically 24 hours. However, for longer events or special circumstances, we offer extended rental options. Please call us to discuss your specific needs.
Are your rental items cleaned and maintained?
Absolutely! We take pride in offering clean and well-maintained rental items. Our team thoroughly inspects and sanitizes each item before and after every rental to ensure they are in excellent condition for your event.
How far in advance should I book my rentals?
It is best to book your rentals as early as possible to ensure availability. We recommend booking at least a few weeks in advance, but we will do our best to accommodate last-minute requests if we have availability.
Lost or Damaged Equipment?
Customers are responsible for any lost, damaged or stolen equipment during the rental period. A charge will be assessed for repair or replacement costs. We highly recommend considering Damage Waiver Plan-10% protection charge which will automatically be added per contract to all rental items.
Do I need any permits?
The renter agrees to obtain any necessary permits (municipal or otherwise). Singh Bros Event
Rentals can obtain Temporary Structure Permits on behalf of clients at an additional charge. The renter is responsible for providing parking permits, or parking space for delivery of rented items. The renter agrees to pay for any parking ticket/fine we receive while delivering your order.
The client should ensure that the event site is ready (i.e., patio furniture moved, lawns mowed, vehicles out of the way, etc.) before the crew arrives.
The client will inform Singh Bros Event Rentals of the existence of any underground utilities (i.e., phone or gas lines, septic system, etc.), or conditions that may interfere with the ability to stake and/or anchor equipment.
Client assumes all responsibility for all damage to underground equipment in the absence of such notice. If the renter does not return the items and equipment on the return date, a late fee equivalent to daily rates will be charged.
All balloons, floral arrangements, trash, and decorations of any kind (unless set up by us) should be removed from the tent before the scheduled pickup time. All chairs and tables should be stacked in one place or as delivered. All dishes, glassware, and cooking equipment should be removed from the tent.
Frequently asked questions
Order & Reservations
How do I browse and select rental items on your website?
You can browse our rental items by category on our website. Simply select the category you’re interested in and browse through the available products. Once you find the items you need, you can select the rental date and duration, and specify the quantity required.
How do I add items to my cart and proceed with the rental process?
Once you have selected the desired items, you can add them to your cart. Review the items in your cart to ensure they are correct and proceed to the checkout page. There, you will be prompted to provide the necessary information and make a payment to complete your rental reservation.
What happens after I make a payment and check out?
After successfully completing the payment and checkout process, you will receive email confirmations from us. These emails will include detailed information about the products you have rented, along with instructions for pickup or delivery, depending on your selection.
Can I make changes or modifications to my rental order after checking out?
To make changes or modifications to your rental order, please contact our customer service team directly. We will do our best to accommodate your request, subject to item availability and any applicable charges.
How will I receive the rental items? Do I need to pick them up or will they be delivered?
Depending on your selection during the checkout process, the rental items will either need to be picked up from our location or delivered to your specified address. The email confirmations you receive will provide detailed instructions regarding the pickup or delivery process.
Will I receive a receipt for my payment?
Yes, you will receive a payment receipt via email after completing the checkout process. The receipt will include all relevant details, including the total amount paid, the items rented, and any applicable taxes or fees.
Frequently asked questions
Pickup & Delivery
Where can I pick up my rental items?
Free pickup is available at our designated pickup location: 90 Green Vista Dr, Cambridge, ON N1T 1X7. Please ensure that you arrive during our designated pickup hours.
How much notice do I need to give for a pickup?
To ensure a seamless pickup process, we kindly request that you place your order at least 24 hours in advance. This allows us to prepare your rental items and ensure their availability upon your arrival.
What do I need to bring when picking up my rental items?
When picking up your rental items, please bring a valid government-issued identification card. Our staff will verify your identity and match it with the information provided during the reservation process.
Should I bring any documentation for pickup?
Prior to pickup, we recommend bringing your order confirmation or receipt for reference. This helps us ensure accuracy and expedite the pickup process.
How should I return the rental items?
Rental items must be returned to the designated pickup location on the agreed-upon return date. It is your responsibility to return the items in the same condition as they were received.
Do you offer delivery services?
Yes, we do. Delivery charges will apply based on the delivery location.
Frequently asked questions
Payment & Security Deposits
What payment methods do you accept for online payments?
We accept major credit cards, such as Visa, Mastercard, American Express, and Discover, for online payments.
Can I make an offline payment for my rental order?
Yes, we accept offline payments in the form of cash, certified cheques, money orders, and Interac e-transfer. Please contact our customer service team to arrange the details of your offline payment.
How do you ensure the security of online payments?
We use a secure payment gateway, Stripe, which employs industry-leading security measures. When you make an online payment, your credit card details are encrypted and securely transmitted to Stripe for processing. User credit card or mode of payment information will be stored in our files until completion of the order, in securing the deposit and any damages if any.
Is my payment information stored after the order is complete?
No, once the order is complete, we will no longer store your payment information. However, your personal information will be stored in our database for future projects and orders.
What is the reservation deposit and when is it due?
The reservation deposit is a non-refundable amount of 25% of the total rental cost. It is required to secure your rental items and reserve your desired event date. The deposit is payable at the time of reservation.
Are there any additional charges apart from the rental cost?
Yes, there may be additional charges such as HST, delivery fees, and damage waivers. These charges will be clearly communicated to you during the booking process and must be paid in full before the event date or upon delivery.
Frequently asked questions
Cancellation & Refunds
Can I request a refund if I have reserved and paid for rental items but no longer need them?
Once rental items are reserved and payment is made, refunds will not be issued. However, in special situations, we will evaluate refund requests on a case-by-case basis. Please contact our customer service team to discuss your situation.
Will I receive a refund if I return unused rental items?
Refunds will not be issued for rental items, whether used or unused, as stated in our policy.
What happens if I return rental items that are damaged or altered?
Rental items must be returned without damage or alterations. Any damage caused during the rental period may result in additional charges, and refunds will not be issued for damaged or altered items.
Are delivery and pickup charges refundable?
No, delivery and pickup charges are non-refundable once the items have been delivered and picked up according to the agreed-upon schedule.
Can I cancel my event after reservation and payment and receive a refund?
Refunds will not be issued for event cancellations after reservation and payment. However, in special situations, we will evaluate cancellation requests on a case-by-case basis. Please contact us as soon as possible to discuss your situation.
Can I modify or reschedule my rental order? Will there be any charges?
If you need to modify your order or reschedule the rental period, please contact us at least 24 hours in advance. We will do our best to accommodate your request, subject to item availability. Additional charges may apply for modifications that increase the rental cost.
Frequently asked questions
Setup & Installation
Do you provide setup and installation services for the rental items?
Yes, we offer setup and installation services for certain rental items. Please check the product details or contact our customer service team to inquire about the availability of setup services for your specific items.
Is the setup and installation service included in the rental cost?
The setup and installation service may have an additional cost. Please refer to the product details or contact our customer service team for information on any associated fees.
Are there any specific requirements or preparations needed for the setup and installation of rental items?
Depending on the nature of the rental items, there may be specific requirements or preparations needed for setup and installation. Our customer service team will provide you with detailed instructions and any necessary information in advance.
Do I need to be present during the setup and installation process?
Yes, it is generally recommended that you or a designated representative be present during the setup and installation of rental items. This ensures that any specific requirements or preferences can be communicated effectively.
What happens after the event or rental period? Will you dismantle and remove the rental items?
The dismantling and removal of rental items will depend on the specific arrangements made during the booking process. Please discuss your requirements with our customer service team, and they will provide you with the necessary information regarding the post-event or post-rental process.
Frequently asked questions
Cleaning & Maintenance
Do I need to clean the rental items before returning them?
No, you do not need to clean the rental items before returning them. We handle the cleaning and maintenance of all rental items to ensure they are properly sanitized and ready for the next customer.
What happens if the rental items get dirty or stained during my event?
We understand that some wear and tear may occur during events. Minor dirt or stains resulting from normal use are typically covered by the rental fee. However, excessive damage or stains may incur additional cleaning or repair charges, which will be assessed on a case-by-case basis.
Can I use my own cleaning products on the rental items?
We recommend not using your own cleaning products on the rental items. If you encounter any issues or need assistance with cleaning during your rental period, please contact our customer service team, and we will provide you with the appropriate guidance.
What if a rental item gets damaged during my event?
In case of damage to a rental item, please notify us immediately. Depending on the nature and extent of the damage, additional charges for repair or replacement may apply. Our customer service team will guide you through the process and discuss any associated costs.
How do you ensure the cleanliness and maintenance of the rental items?
We have a dedicated team that follows strict cleaning and maintenance procedures for all rental items. This includes regular inspection, cleaning, and sanitization to maintain the highest standards of cleanliness and hygiene.
