Frequently Asked Questions

You Have Questions, We Have Answers

No matter how prepared you are for your event, the weather or guest needs could require some last minute shuffling. Because we know that better than anyone, here’s a list of things that might help.
*If you need to speak with someone right away, please call (608) 846-5004.
Getting Started
Q: What is the scheduling and payment process?
A: To make a reservation we require a 50 percent down payment at the time of the booking. The remaining payment is due two weeks prior to the event. Payments can be made with cash, check or credit card, but checks must be received at least 14 days before the event. Please have a driver’s license available at the time of reservation.
Q: Where is your showroom?
A: Our award-winning showroom is located at 6485 Blanchar’s Crossing in Windsor, WI. (It’s about four miles from East Towne Mall, north of Madison.)
Q: Do I need an appointment?
A: Though appointments are preferred, we do accept walk-ins during business hours.
Q: How early do I need to reserve rentals?
A: There’s no specific timeline to follow, but the sooner you know the date of your event and what rental equipment you’ll need, the better. Call us to reserve specific rental items and place a deposit.

Event Planning
Q: What size tent should I rent?
A: The size of the tent you need is determined by attendance, table seating, food and bar service areas, dance floor, head table space, or stage and performance spaces. We can create a computerized drawing to help you visualize the best version of your event. Please call us to discuss appropriate sizes and styles. We can create a computerized drawing to help you visualize the best version of your event. Please call to discuss appropriate sizes and styles.
Q: How many items should I reserve if I don’t have a final attendance list?
A: Always reserve at the higher end of your estimated number of guests. As you find out the exact number of attendees at your event, you can change the number of rentals to be more accurate. Final rental numbers are due 14 days before the event.
Q: Is there a minimum rental requirement?
A: Yes. Between May 1 and October 31 the minimum rental fee is $225. Between November 1 and April 30 the minimum rental fee is $100. **Rental minimums do not include tax, labor, delivery, pick up or damage waiver fees.

Delivery & Return
Q: How long will I have the rentals?
A: Typically rates are quoted for a one-day, single-use event. Will Call days are Monday through Thursday for customers who pick up and return equipment on their own. Customers using Event Essentials’ delivery, pickup and labor services will be made on a case-by-case basis depending on the venue requirements, delivery assets, customer needs and other variables. *Prices and policies are subject to change.
Q: What time will my order be delivered?
A: Delivery and pickup services are generally between 8AM and 5PM Monday through Saturday, not including holidays. Please work with the Account Manager ahead of time to discuss delivery parameters and labor resources needed to be planned and scheduled.
Q: Can I pick up the rentals myself?
A: Yes. Please contact us in advance to discuss your pickup logistics. *Not all rentals items are available for pickup.
Q: Do you deliver and set up?
A: Yes. We offer delivery, set up and teardown services. Basic fees include Madison-area service, Monday through Saturday (not including holidays) from 8 a.m. to 5 p.m. This includes service to first-floor docks, garages or within 25 feet of the tailgate of the truck. **Delivery, pickup, setup and teardown outside of these areas are charged additionally.

Cleaning & Damages
Q: Do I need to wash the linens before returning?
A: Cloth items and linens do not need to be washed, but please use caution to avoid mildew. Linens should be returned dry, folded and free of food. *Mildew and using linens as wiping cloths is considered misuse and is not covered in the damage waiver.
Q: Do you offer insurance on the rental items?
A: We offer an optional Damage Waiver to cover accidental damage. The waiver does not cover missing items, negligence, misuse or theft. The cost of the waiver is 10 percent of the rental fee.
Q: What if there is damage to the rental items?
A: Damage done by the customer, guests, suppliers or vandals is chargeable. If you do not take the optional waver, the damages are chargeable to the renter.
Q: Do I need to clean the rental items before I return them?
A: Yes. Equipment should be returned in the same condition it was received. This means clean, dry and in the containers provided. We do offer cleaning services for a fee.
Q: Do I need to wash tableware and food service items before using them?
A: No. All rental items come ready to use when you receive them.
Q: What if my order is missing an item, or something is broken?
A: We ask that you check over your entire order when you receive it. If there’s a problem, we will correct the situation right away to minimize the impact on your event.
Q: What if I have a problem with my rentals?
A: Call us right away, even after hours, if you have any problems with the rentals or equipment. The sooner we know about the problem, the sooner we can fix it. If you call after office hours, you’ll be able to leave a message and someone will return your call if you select the urgent option. If you report a problem after the event, you will be charged for the rental. This includes service to first-floor docks, garages or within 25 feet of the tailgate of the truck. **Delivery, pickup, setup and teardown outside of these areas are charged additionally.

Payment & Refund
Q: When do I get my refund?
A: After the return of the rental equipment, depending on the day of return, order size and time of year, the order will be processed within 1-5 business days. If any items are damaged or missing, we will contact you. Please notify us before the return if you are aware of any damaged or missing items. The type of payment will also help determine how quickly you’ll receive your refund. Cash and check refunds can take up to three weeks to process and are sent after the final closing (not the return date). Credit card transactions can be processed electronically the same day as the order is closed.
Q: What forms of payment are accepted?
A: We accept cash, MasterCard, VISA, American Express and Discover cards. We also accept checks when they are received more than 14 days prior to the event date, the delivery date of the rentals or customer pick up date.
Q: How much is the rental deposit?
A: The deposit rate varies based on the order size. However, it is a flat rate due two weeks before the event. This is the same time the remaining payment is due. The deposit is a contingency to cover loss, damage (if damage waiver is not elected), late returns and unexpected conditions requiring additional services. The deposit is returned after the order is checked in and closed.

Cancellation
Q: How do I cancel a tent reservation?
A: To receive a full refund, you must cancel prior to 90 days of the event. Reservations cancelled less than 90 days prior to the event will be charged half of the tent rental costs. Cancelling a tent reservation within 7 days of the event will result in a full charge of the rental.
Q: How do I cancel an order?
A: Cancellations made 14 days or more prior to the rental date will be charged 50% of the rental. Cancellations made within 14 days of the rental date will be charged 75% of the rental. Cancellations within 48 hours of the rental date will be charged the full 100% of the rental. Additional charges may apply if the order has been loaded and/or in route. *Cancellation on any special order items are not refundable.

Q: How can I change my order?
A: Final changes to item counts must be placed 14 days prior to delivery or customer pickup. One week prior to the event date orders are packed, staged and loaded and cannot be reduced. Equipment added to your order within one week of the event date will be charged under Last Minute Order or Delivery Fees. Once the order is assembled, the full charges apply. **To avoid extra delivery fees, you may pick up the additional rental items from our location once the order is assembled, the full charges apply.