FORMS & FAQs
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Frequently Asked Questions
Do you offer refunds?
No, all sales are final.
Do you deliver?
No, the customer is responsible for all shipping and delivery expenses.
Do you allow returns?
No, due to the customization of our products, we will not accept returns on any purchase.
What if I need to cancel a rental order?
Cancellation of a rental will be accepted if it is more than 7 days prior to pick up and within 24 hours of placement of order.
Do you have a minimum order policy?
Yes, there is a minimum order amount of $100
How do weekly rentals work?
Our props are rented on a weekly basis. The rental period begins on the day of pick-up and continues for seven days plus one additional “grace” day.
For example, if you were to pick up your order on a Monday, your props would be due back on the following Monday. Sunday being the 7th day, Monday would be considered your “grace” day.
If the props are not returned by 5:30 p.m. on the day your order is due, you will be charged for an additional week’s rental.
We are sorry, but we do not offer weekend or one day rental discounts.
For C.O.D. accounts we require:
- A Certificate of Insurance (C.O.I.) or a Completed Credit Card Deposit Authorization (C.C.D.A.)
- A completed Credit Card Authorization (C.C.A.) or payment upon delivery
- A signed rental agreement
For Net 30 accounts we require:
- A Certificate of Insurance
- A completed New Account Application
- A signed rental agreement
Can my production get extended rental discounts?
We offer extended rental discounts to our customers. Extended rental discounts will be applied as follows:
Can items be taken on "memo"?
We do not allow items to be taken free of charge “on memo”. If you have a need for PD/Director/Client approval we may on a limited basis give a same day discounted day rate (open hours to close). Any rental that goes beyond the allotted time period will be charged at the full weekly rate.
How many items can I hold?
We do not have a strict number limit on items to be held, however we ask that you let us know as soon as you can of any items we may release and please only hold items you feel are likely to be approved for your set. We will require your contact information, hold date and length of rental in order to hold an item for you.
What happens if I have an early return?
Production rentals are billed in their entirety during the first week of the rental. Please make the confirmed rental period/s, from ship to return clear to your salesperson so we can bill correctly. We do not guarantee refunds if the props are returned early.
When can I send our truck to Pick Up?
We will not pack up an order until we have verbal or written confirmation. Please make sure you send us an email or give us a call to confirm your order.
What happens if my truck is late/ shoot dates have been postponed?
If we are not notified of your schedule change, all items that sit on our dock for more than 24 hours past the scheduled pick-up date are subject to being put back out on the floor.
Orders that are canceled or delayed longer than 2 weeks after they have been packed will incur a re-stocking fee.
We understand changes in your production schedule; please just let us know so we can work with you.
What happens if the props/set dressing our show rented are never on camera/used?
All items that have left our dock are considered “rented” merchandise, and therefore billed accordingly.
What happens if I pay late?
If your production is on NET 30 terms and payment is not received within 30 days of the date you are invoiced, your NET 30 privileges will be revoked and you will be put on C.O.D. terms. We may hold any additional orders until payment from previous orders is fulfilled in full. Additional discounts applied to your order will be null and void. We reserve the right to charge 1.5% interest that accrues every 30-day period your payment is late.
How do I close out my account?
All rentals are subject to check in. We will determine if there is any damage or loss as soon as possible. Please have a member of your department contact us to make sure your invoices have been paid in full or have valid Purchase Order Numbers (P.O.#’s) and that there are no outstanding items or damage. Extended rental charges will accrue on missing items until your rental is closed out and all outstanding items and loss/damage issues are resolved.