Rental Frequently Asked Questions

How far in advance should I book my rentals?

Bookings are subject to product availability. Once you are firm on your date, reserve your rental items. This will secure the products that you have chosen for your special event.

What do you require to book an order?

To confirm an order we require your contact information (address, phone & email ), valid credit card information and a non-refundable deposit. The deposit is equal to 50% of your order total and is applied towards your final balance. This payment can be made by Credit Card, Interac, or E-Transfer by the expiration date. Items will be placed on hold until this date, if payment is not received than any clients on the waiting list will have next priority.

Do you offer package deals?

Yes, some items have package deals available, but the rest are priced individually. This allows each event to be unique.

When do I need to have my final numbers by?

14 days prior to your event. Any reductions or cancellations made within 14 days will be subject to a cancellation fee. For more information see our cancellation policy. This policy helps us to ensure that your order is packed as accurately as possible.

We’ve had extra people RSVP at the last minute, can I add to my order?

Yes, as long as the items are available. These items will be billed separately.

What is your cancellation policy?

Reductions in quantities of up to 20% of the original number can be made without penalty no later than 30 days prior to your event. Reductions in quantities greater than 20% and/or reductions of any amount made within 30 days of your event are subject to a penalty of 10% of the total rental rate of the cancelled item(s) plus taxes. Any items cancelled within 1 week of your event will be charged at full rental rate. All Deposits are non Refundable, if cancelling booking, a credit of deposit amount with be held on account for 1 year of cancellation date. After this date, if the credit hasn't been used than it is forfeited.

Do you deliver?

Yes, we do offer delivery. When you request a delivery you will be given a delivery window. Delivery rates will vary depending on delivery specifics. Please contact us for a quote.

How much is your delivery fee?

Delivery rates vary depending on delivery specifics. Please contact us for a quote.

What do you do for late-night pickups?

We can arrange for an after hours pick up for an additional fee. Please contact us for a quote.

I may need my items to be picked up at a specific time, how would that work?

We can arrange for time specific deliveries and pick ups. We do charge extra for this as we will be arranging our other deliveries around your event. Please contact us for a quote.

Do I have to pick up my order myself or can I send someone else?

Either you or someone else can pick up your order. They will need to know what name it is booked under and settle any remaining balance owing on the account.

My wedding is on a Sunday, how does pick-up and return work?

You are able to pick up your order on Saturday between 9:30am and 4pm and return on Monday between 9am and 5pm. This is considered a one-day rate. We do offer delivery services Please contact us for a quote.

Do I need to wash my items before I return them?

We wash all linens upon return. We do ask that all linens are free of any food, and all spills hung to dry. We ask that you do not wash any linens.

If I spill wine on my tablecloth is there an extra cleaning charge?

Most food stains will not incur extra charges. There will be an extra cleaning charge for any wax, excessive grease, ink and/or hard to remove stains. We will be charged a replacement fee for any linen that has burn and/or staple holes, mildew, permanent stains, and any missing linen or laundry bags or bins. Please do not attempt to launder any linens on your own as this may cause any stains to become permanent.

What should I do if I receive my order and items are missing or damaged?

We do our best to ensure your order is complete. If you discover missing or damaged items upon receipt please contact us immediately so that we can make a note on your account and make arrangements to replace the items if desired. If it is after hours please leave a message or send an email. We will contact you as soon as possible. Many factors can contribute to items being lost or damaged during an event. We cannot accept disputes after an event is over. If asked, we are willing to perform a full inventory count of the item(s) in question.

What happens if I have missing or damaged items when I return my order?

If you have missing or damaged items upon return, you will be informed as soon as possible after your event. If any missing items can be located after the event, we ask that you try to return them within 48 hours. You will be charged the full replacement cost for any items that cannot be located and all damaged / broken items. Country Chic Wedding Rentals does charge a damage deposit to cover missing items. Please see damage deposit information below.

What is the damage deposit?

You (the customer) are responsible for returning rental items in the same condition in which they were received, except for ordinary wear and tear. You are liable for the replacement cost of damaged or lost items. The Damage deposit is required with this rental transaction to protect you from damage due to accidental breakage. No loss of any type will be covered.

The Damage deposit has a fee of $50-$100 depending on the amount of rentals going out. The damage deposit is a refundable item as long as the items received back are in the same condition as they were when picked up.

What the damage deposit IS:

  • For rented items that are returned damaged due to an accident. You must return all broken or damaged items and other such evidence that we may reasonably require.

  • Must be accepted prior to your taking possession of the rented items.

  • Is secondary to your own insurance. Some homeowner and business insurance may cover you for damage to rented items in the event of a sizable claim. For most rentals you should add us to your insurance for the duration of the period in which rental items are in your possession.

  • Coverage for loss - if items missing the client will pay for the replacement of the missing items. Client will be notified of missing items before being charged, allowing clients to locate and hopefully return items before being charged for them.

What the damage deposit is NOT:

  • Coverage for damage due to neglect, abuse or misuse.

Specific circumstances NOT covered by the damage deposit:

  • Any type of loss of rented items or accessory equipment.

  • Overloading or exceeding the rated capacity of equipment.

  • Use of electrical current provided by other than an electric utility.

  • Operation/use of equipment in a manner different from its intended purpose, or damage resulting from neglect and/or abuse.

  • Tampering with items that we have installed such as arches, arbors or backdrops.

  • Tampering with gas or electric appliances.

  •  Any loss of linen, linen bags, or other fabrics.

  • Any damage rendering the linen un-rentable such as (but not limited to): burns, tears, permanent stains, etc.

Misuse of items will be subject to a charge of 10 times the rental price. The damage deposit will be forfeited and the replacements will come off the credit card provided in the rental agreement. Client will be notified of damages with a email with photos, linens prior to washing.

Do you set up my rentals?

We are available to set up. Please contact our designing and décor department

How long do I get my rentals for?

The rental rate is based on a 48-hour rental. Should you need the items longer please contact us and ask about our multi-day rates.

I need my rentals for more than a 2 day weekend, how does that work?

Please contact us and we will quote you a multi-day rate for your items.

I did not use all my items, will I get a refund?

Rental items are charged for time out, not for use. Every item that leaves our building is treated the same way upon return, used or not. This ensures that every item you receive is clean and food service items are sanitized.

What happens if I am late returning my rentals?

Late rentals will be charged a half-day rental rate for each day.

When can I pick up my rental items?

Items can be picked up Thursday or Friday evenings after 5:00 or anytime scheduled on Saturdays. 

When do I have to have my rentals returned?

Drop off can be on Sundays or Mondays anytime. Items can be returned to the front porch with notification of time and date.

Do you rent for out of town events?

Yes. You can pick the items up yourself or we can deliver. Should you require delivery please contact us for a delivery rate. 

When is my final balance due?

All final balances are due the week of your event.

How can I pay for my rentals?

We accept cash, debit, e-transfer and all major credit cards.

Damage Deposit

You (the customer) are responsible for returning rental items in the same condition in which they were received, except for ordinary wear and tear. You are liable for the replacement cost of damaged or lost items. The Damage deposit is required with this rental transaction to protect you from damage due to accidental breakage. 

The Damage Deposit is available for a fee of $50 for small orders and $100 for large orders. The Damage Deposit is not optional but is refundable with no damages or losses endured during your rental. The customer is responsible for all surplus charges relating to loss or damage to rental items under any circumstance. 

If waiver is accepted:

  • Orders totaling up to $400.00 will be charged a $50 damage deposit.

  • Orders totaling more than $400.00 will be charged a  $100.00 damage deposit.

What the damage deposit IS:

  • Pays for rented items that are returned damaged due to an accident. You must return all broken or damaged items and other such evidence that we may reasonably require.

  • Must be accepted prior to your taking possession of the rented items.

  • Is secondary to your own insurance. Some homeowner and business insurance may cover you for damage to rented items in the event of a sizable claim. You should add us to your insurance for the duration of the period in which rental items are in your possession.

  • Coverage for loss (totally amount, any amounts the surplus the damage deposit will be charge to the credit card on file.)

What the damage deposit is NOT:

  • Coverage for damage due to neglect, abuse or misuse.

Specific circumstances NOT covered by the damage waiver:

  • Any type of loss of rented items or accessory equipment.

  • Overloading or exceeding the rated capacity of equipment.

  • Use of electrical current provided by other than an electric utility.

  • Operation/use of equipment in a manner different from its intended purpose, or damage resulting from neglect and/or abuse.

  • Tampering with items that we have installed such as arches, arbors or backdrops.

  • Tampering with gas or electric appliances.

  •  Any loss of linen, linen bags, or other fabrics.

  • Any damage rendering the linen unrentable such as (but not limited to): burns, tears, permanent stains, etc.