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Frequently Asked Questions

How does pricing work?

Prices are quoted for a one day event.  If you require items for a longer time, please contact us for pricing. All items out are charged for time out whether they are used or not.  

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What do I need to make a reservation?

When you call in your requests and receive a quote, that quote is valid for 14 days. All rentals are booked on a first come first serve basis so booking early is recommended. To confirm and guarantee an order, we require a signed copy of your quote and a credit card that will be charged a 50% deposit. Until a deposit is paid, the order is not considered guaranteed. 

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What if I return rented items late?

Returning equipment and rental items late deprive other customers from the use of those items, therefore you will be charged for each additional day until returned. If you know that you cannot make it back to return your items on time, please give us a call so we may make any necessary accommodations.

 

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Do you deliver?

Yes we do. Deliveries are made between 8am and 5pm 7 days a week. Pricing is based  on curbside drop-off and pickup and additional charges will apply where there are stairs, elevators, long carries or difficult access. Additional charges will apply for deliveries or pick-ups made outside our regular warehouse hours. There is no minimum order required for delivery service and please note that extra charges may apply if rental items are not stacked and ready for pick-up on the contracted date. 

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What is my responsibility for merchandise return?

All china, cutlery and serving items must be scraped well or rinsed and repacked in containers they were received in. Linen is to be shaken free of all food and debris and returned in either totes or linen bags received in. If any linen is damp please allow it to air dry before repacking it as wet linens mold very quickly and full replacement costs will be charged to the customer. Tables and chairs must be knocked down, stacked and ready for pick-up. We charge a replacement fees for all missing broken and damaged items.

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Can I cancel or change my order?

We require 72 hours notice prior to delivery or will-call for any reductions or cancellations. You may add-on to your order 24 hours prior to pick-up at the warehouse or 48 hours prior to your delivery, subject to the item availability. This helps to reduce chances of errors from last minute changes. A 50% restocking fee applies to any items reduced or cancelled with less than 72 hours notice. Cooking equipment, staging, dance floors and sinks are subject to 50% cancellation charge if cancelled once booked. Tents are 50% non-refundable at the time of booking, and become 100% non-refundable 30 days prior to install or pick-up.

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Do your crews set up the equipment?

Our crews only set up and take down all heavy equipment (tenting, staging, dance floors, etc.). All other set up is done by the client. Arrangements can be made for our crew to set-up the tables and chairs for your event however there is a charge for this and it must be confirmed on the reservation a minimum of 1 week prior to event. 

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Do you rent tents?

We have a large inventory of tents available from 10'x10' to 50'x100' and larger. Please call us for any inquiries and pricing, or you can submit an online quote request on our tenting website (www.apextents.com). To help ensure the success of your event, a Salmon's Tenting Consultant can also meet you at your event venue to help you determine what size you need and the specifications for your event. This comes at an additional fee but will be absorbed into the cost of your tent should you decide to proceed with the rental.

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Can I pick up my rental items?

Absolutely! Our showroom is open for pick-ups and returns, Monday through Friday, 8am – 5pm and 9am – 4pm on Saturdays. Please refer to our website for seasonal operating hours.

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What do I do if something that I receive isn’t quite right or if I need help getting a rental item to work?

While we do our very best to ensure our items meet your expectations, sometimes items can be damaged or missed during transport. We request that you review your order for accuracy as soon as possible and advise us immediately of any missing or damaged equipment. We will do our very best to correct the error and must be notified prior to your event. Note that we cannot accept disputes after the event is over. You can also view our YouTube link on our home page for our ‘How To’ videos to provide assistance. 

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Do I need to be onsite when my order is delivered?

While it is not essential that you are onsite when your order is delivered, it is recommended. This allows you to ensure your order is delivered to the location you requested and that all items are accounted for. If you are unable to be onsite when you order is delivered, please provide us with specific instructions for the location of the delivery and ensure you review the order as soon as you are able. All tenting orders require an on site contact to confirm tent placements.

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Do I need to be onsite when my order is picked up?

Again, while it is not essential that you are onsite when you order is picked up, it is recommended. All rented items MUST be stacked and grouped together in one location. This allows us to ensure that no items are left behind thereby saving you late charges and additional pick-up charges.

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What information do you require in order to complete a delivery?

A specific delivery address including unit number, buzzer code and any specific access instructions are key to ensuring a successful and timely delivery. Please let us know if there are any stairs, elevators, or complicated access points as well! Some items may be too large to fit in standard elevators, and other means of transportation may need to be made.

Where specific delivery locations are requested (eg: boardroom in a large building), diagrams are required one week prior to delivery. Please include any pictures and distances. Please let us know about any doorways, traffic patterns or access concerns when booking your delivery.

We require the contact number for an individual who will be available during the delivery and pick up windows. This individual should be aware of your expectations for the delivery as well as the items that are expected.

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Can I expect my rentals to appear brand new?

While we take great pride in the quality of our products, it is important to note that rental items are not brand new. The items you receive are well cared for but have been used before. Some discolouration or wear is to be expected.

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Do I need to make an appointment before coming to the showroom?

No, you do not. There are multiple Event Consultants available in our showroom at all times to assist you with your rental needs. That being said, if you are looking for someone specific to assist you, please call or email them directly to ensure they will be there the day and time you wish to visit.

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