Frequently Asked Questions
Q: Do you ship orders?
A: No - all rentals are local.
Q: Why can't I add my wishlist to the cart and pay?
A: As much as we'd love that feature, we only allow you to create a wishlist. We need control on our end to verify quanitites and items are avaialble for your specific weekend. We do not double book any items and rentals are typically blocked from Thursday to Monday morning. Once we input quote, then you'll have a personalized link to pay for your order online. Every order has a specific Q#.
Q: What methods of payment do you take?
A: With our online link, you can pay with ACH (electronic check) or with credit or debit card. No fee with ACH but 3% surcharge with a card. The 3% surcharge does not go toward your balance. If you prefer to pay with Zelle, CashApp or Venmo - just ask and I can text you the info. Zelle is set up with email [[email protected]] not our phone number (to avoid any discrepancies with payment).
Q: How can I pay online?
A: Your quote/invoice will always have your personalized payment link at the very top. Otherwise, have your invoice Q# ready and use this link - https://www.linensandevents.com/invoice-lookup [Follow the 4 easy steps until you see payment sucessful screen. When done corrently, you and I will both receive an automated receipt showing a payment will be processed. ACH can take 3-5 business days.]
Q: How do I know my rental order is good to go?
A: Once we receive payment notification, within 1-2 days, we typically follow up with an updated invoice reflecing payment and new balance, if any. Initial quote says QUOTE (meaning quote is in the works). INVOICE means your quote has been officially converted to an order on our end and blocked for your event.
Q: When can I make final changes?
A: Ideally, 30 days out. Please provide final counts and final changes - 3-4 weeks out. So that you can pay your balance on time.
Q: When is my balance due?
A: ALL orders must be paid in full 2-3 weeks out. The ACH feature will NO LONGER be available if your event is less than 2 weeks away so that there is plenty of time for payment to clear. If you prefer to pay with ACH, submit your payment at the 3 week mark.
Q: Why do you need my credit card on file?
A: Simply put - you are renting our goods. If any item goes missing, breaks, burns, etc - I need to charge for replacement to keep inventory intact and avoid unnecessary shortages. There is also a deadline for returning items. If you are late, we charge a minimum $50 late fee. [Example: all charger plates are due back by noon because we start washing/repackaging at about this time. If you return after 3pm, you will put us behind schedule and we won't get to them til Wednesday as we are closed on Tuesdays].
Q: What do you consider a damaged linen?
A: Wax spills, burn marks, sharpee markers, glue, hot glue, holes/rips/tears, nail polish are considered damages and would be a cause for replacement. Food and wine spills are OK. Pizza, BBQ, guacamole stains are OK too.
Q: When are the rentals due back?
A: If you event is on a weekend, we provide you with specific instructions on where to return after hours. DEADLINE: linen rentals are due back Monday morning between 8:00-10:00am.
Q: Why are your rentals due back so early on Mondays?
A: Because we are on a schedule too! Our linens are sent off to get professionally laundered. My laundry pick up day is Mondays by lunchtime (sometimes drives arrives earlier than that).
Q: I didn't rent linens. I rented chargers [only decor items]. When do I have to return?
A: Decor only rentals are due back Mondays by noon, or late fee. If you rented tablecloths, all linen rentals are due back by 10am. Decor can be returned 8:00am-12:00pm.
Q: What day do you close?
A: We rest on Tuesdays but if your event is on a Tuesday, we make exceptions. We are off site Friday-Sunday servicing events in the area. (but sometimes we do have weekday events on Mondays or Thursdays too! Every week is unique.)
Q: How long have you been in business and can you provide COI?
A: 14 years - and yes, we'd be happy to email your venue or wedding planner our COI (certificate of insurance)
Q: Do you offer consultations?
A: Yes, if you prefer a consultation for your wedding or event, we can schedule one. Online scheduling feature coming soon. We do not offer a consultation for you to just come check out the garden chairs for example, as all our products are online. Just check out the thumbnails provided for each rental item.
Q: What are your office days or consultation days?
A: Mondays, Wednesday and Thursdays (assuming we are not out doing deliveries or doing set ups). Mondays [8:30am-2:00pm - last appointment would be 2pm so that we can wrap up by 3pm]; Wednesdays - flexible day and can meet as late at 5:30pm/6pm; Thursdays [8:30am-2pm]
Q: How do you keep track of my order so that you don't confuse them with someone else's?
A: We provide you with laundry bags for breakdown. Each bag is labeled with a number or a letter. Your rental checklist and our has the same notes so that we check in items appropriately. So if you receive bag numbers 10, 22, and 50 - we expect to receive all 3 bags. If you stuff everything in 2 bags and lose the third bag - we will bill for replacement.
Q: Does it matter how we place chargers back in the crates?
A: EVERY detail matters. There is a method to our madness and a reason behind it. Lay chargers flat NOT standing up so that the edges don't get chipped/broken. See photo below.
Q: What napkin folds do you offer?
A: We limit our napkin folds to the 6 most requested folds. See photo for reference. As popular as fold #6 is, it looks better accompanied by a charger plate. We ask you make final selection 30 days out.
