FAQ

Online Ordering Questions

Place an order for your event entirely online using our online event rental system. On our site you may check the availability of each rental item, choose an available delivery date and time, provide any specific notes about your order and schedule a pick up date. We look forward to providing service for your next event!

Mandatory Credit Card/ Debit Card Hold

A major credit or debit card is required to be placed on file for all orders. A refundable deposit will be collected 3 days prior to delivery.

ORDERS UNDER $100 REQUIRE A MANDATORY CREDIT CARD HOLD OF $50.00

ORDERS $100 – $1500 REQUIRE A MANDATORY CREDIT CARD HOLD / DEPOSIT of $50 – $300.00

ORDERS over $1500 REQUIRE A MANDATORY CREDIT CARD HOLD / DEPOSIT OF  at least 10%

Deposit payments/ credit card holds are collected three days prior to your delivery date. There are no exceptions to this policy.

Deposits are refunded after all equipment is returned, inspected and found to be in satisfactory condition. If there is damage found, the full repair or replacement cost will be deducted from the deposit. If there is no damage or missing pieces of equipment, funds are released three business days after pick up.

Service Area

We currently service the Atlanta, Georgia and surrounding areas. Our services are offered by local delivery only. We do not currently service any delivery locations outside of a 30-mile radius from the City of Atlanta.

How far in advance should I place my order?

Generally, equipment reservations should be placed as soon as you know the details of your event. Once you have received your RSVP s, received vendor lists, checked the weather, and reserved your event location and any other pertinent event information, go ahead and place your order. To ensure the best possibility for equipment availability and your satisfaction it is best to place your order 3-6 weeks in advance.

Place your order ASAP

We no longer accept same day or next day rentals.

When is my event rental contract due?

Immediately after placing your order. Without a fully executed contract, we cannot process or deliver your order. A major credit or debit card is required to be placed on file for incidentals and is mandatory for all orders.

Begin your contract electronically by clicking the link below.

START CONTRACT ELECTRONICALLY

 

Download a copy of the contract to print, fill, and return by clicking the link below.

The Luxe Event Rental Contract.pdf

Return the event rental contract to by email to docs@luxeeventrental.com or fax to 678.208.5088

Can I make a down payment?

Yes, the down payment requirement is 50% of the total of your order. The down payment goes toward the total balance of your order.

 

A down payment reserves your order items and removes the items from our inventory. Therefore, down payments are non-refundable.

You may add to your order after a down payment; however deductions from the order will not result in a refund and will not reduce the balance of your order. In addition, there is a refundable incidental hold required to rent equipment.

How long is the rental period?

Rental Duration for a weekend rental lasts from Friday after 3 PM through Monday.

Rental Duration for a weekday rental (M-F) is for one 24 hour period.

Orders are picked up on the following business day between 9:00 AM -7:00 PM – unless same day pickup service, late pickup service or Sunday Service is purchased.

Can I come to pick up my order?

ORDERS ARE NOT ELIGIBLE FOR PICK UP. In an effort to preserve the life of our inventory we offer delivery only. Our delivery personnel is trained to handle our inventory to prevent additional wear and tear. We offer affordable delivery of your rental order for your convenience. Our delivery option is an incredible value since we offer free next business day pick up. (Typically Monday or Tuesday)

Delivery fee. Our delivery fee is calculated based on your event distance from the city of Atlanta.

Visit our Delivery Calculator Page: Delivery Calculator

*Additional Out of Service Area Fees Apply to Orders Over 20 Miles

Delivery Includes Next Business Day Pick Up

I have already paid for my order. What should I do next?

Next, it is important to fully complete your Event Rental Contract.

A fully executed contract must be on file within 1 business day after placing your order. A credit card is required to complete the event rental contract.

A credit card is required to be placed on file for incidentals EVEN if you have already paid for your order.

 

If you have placed an order 2 days away from your selected delivery date,

Your contract is due immediately after placing your order.

Orders without a valid contract on file will be canceled.

You will be notified by email of the cancellation.

If we do not receive your contract and your order is canceled for any reason, then your down payment will not be refunded.

How do I change my existing order?

You may make additions to your order based on availability and approval.

You may reduce the number of items on your order, however, this will not result in a refund. A store credit in the amount of the reduced items will be provided instead. The store credit is available to you at any time and never expires. Store credit from a canceled order must be used AFTER the date of your canceled event.

Submit an order change request via email to Orders@luxeeventrental.com *Use your order number as the subject of your email.

You may reschedule your event upon written request, based on availability by sending your request via email to Orders@luxeeventrental.com so we may assist you.

What are your Terms & Conditions?

What is your cancellation policy?

Payments are Non-Refundable. When you reserve a tent, tables, chairs and any event equipment, we immediately remove them from our inventory for your reservation. The card on file will be charged for any remaining unpaid balances. We do not process refunds for orders canceled less than 30 days prior to the event date. We care about your event.  Time and effort are committed to you and your event from the moment we receive your reservation. Therefore, any cancellation received within 30 days of the delivery date will not be refunded. However, a store credit is available to you for any future order and never expires.

Cancellations made 30 days or more from the scheduled delivery date will receive a 50% refund on amounts paid. Cancellations made less than 30 days from the delivery date will not be eligible for a refund. A store credit is available to you for any future order should cancellations or deductions occur. Your store credit never expires. Contact us and we will help you reschedule your event. (Store credit from a canceled order must be used AFTER the date of your canceled event.)

RESCHEDULE INSTEAD. You may use the balance paid for your order toward a future order of equal or lesser value.

Changes to an existing order. You may make additions to your order based on availability and approval. Submit an order change request via email to Orders@luxeeventrental.com *Use your order number as the subject of your email.

You may reschedule your event upon written request, based on availability by sending your request via email to Orders@luxeeventrental.com

You may reduce your order items, however, there will be no refund for reductions.

Why was my order canceled? An order can be canceled for various reasons including non-payment, no contract on file for the order, failed card verification, Etc. In every instance, we make every effort to communicate with you prior to canceling the order. We sincerely apologize if your order was canceled without your knowledge.

The most common reason why your order may be canceled without your consent. If the information you have provided for your billing address or your card security code does not match the information that your bank currently has on file. For security purposes, we have to cancel orders that fail this verification. Please contact your bank and make sure that they have your current address on file before contacting us.

Cancelled orders cannot be reinstated. If your order was canceled, we are not able to process another authorization to verify that information. Therefore, a new order must be placed, with the correct information, if you still wish to receive your rentals.

The rental items, pick-up location, drop-off location, time of rental and date of rental selected in a reservation is a preference only and, if a preference selected is not available, Luxe Event Rental, LLC reserves the right to offer the customer alternatives.

Delivery & Pick Up Questions

Orders are delivered within 2-3 hour time frames starting from 8:00 AM – 11:00 AM. For an added cost, you may also choose our earliest delivery service for delivery in the morning between 6:00 AM – 8:00 AM. Our latest delivery time frame is currently between 5:00 PM – 8:00 PM. Pickups are typically completed on the following business day M-F.

How much is delivery?

Calculate delivery fee below by visiting our shipping calculator page

www.luxeeventrental.com/delivery-rate

Out of Service Area Fees:

 *Out of Service Area Fees May Apply to Orders Over 20 Miles 

Additional $150.00 for a flight of stairs second-floor delivery where no freight elevator is available.

Delivery rates include next business day pick up.

Delivery cost DOES NOT include set-up or breakdown of rental equipment. Delivery cost DOES NOT cover transport to locations which are above or below street level.

Required, please make arrangements with us or other event service providers in advance.

Additional charges will be incurred based on the logistics of the event or specific time restraint requests on delivery and pickup.

Additional Questions? Email us 24/7 events@luxeeventrental.com We respond quickly!

Placing rentals upstairs is an additional $150.00 per flight. After hours pick up is an additional cost. Same day pick up is an additional cost. Next business day pick up is at no additional cost (9 AM – 7 PM)


Customers must be present during delivery.

Send a photocopy of your I.D. to docs@luxeeventrental.com

The I.D must match the name on the card and billing name.

Do you deliver on the weekends?

Yes, we deliver on Saturdays at no additional cost. Just choose Saturday as your event delivery date at checkout.

Sunday is an additional $80.00 and the charge will be added automatically at checkout once you choose a delivery date for Sunday.

When are tents delivered & picked up?

You are required to call 811 prior to the arrival of your tent. 811 offers a free utility marking service (call before you dig). Tents installed on grass surfaces require tent stakes to be driven into the ground.

Tent installs can be time-consuming, therefore, we install tents at least a day or two prior to the date of an event.

Weekend Rentals:

Tent deliveries are completed on Thursdays for all weekend orders.

Tent pickups are completed on Tuesdays after a weekend rental.

Typically, other items rented with a tent will be delivered along with the tent. Typically, there is no additional cost for this.

What should I do if my order hasn't been delivered yet?

On the date of your order, you may text 678.405.4103 for delivery updates. Include your order number in the body of your text.

A simple text reply will be sent back to you.

Responses: On Time – Delivery Time Frame  Delayed – Updated Delivery Time

Otherwise, Call 678.907.LUXE

How do I contact someone on the day of delivery?

On the date of your order, you may text 678.405.4103 for delivery updates. Include your order number in the body of your text.

A simple text reply will be sent back to you.

Responses: On Time – Delivery Time Frame  Delayed – Updated Delivery Time

Otherwise, Call 678.405.4103

When will my order be picked up?

WEEKEND ORDERS. Orders Delivered on Friday evening, Saturday and Sundays are picked up on Mondays between 9:00 AM – 9:00 PM. If our pick up volume is heavy, we may reschedule pick up for Tuesday between 9:00 AM – 9:00 PM. There is no additional cost for pick up on Monday. We will call prior to arrival to confirm your pick up.

Sunday pick up service is an additional fee of $80.00

Weekday Orders. Orders delivered Monday – Friday are scheduled for pick up on the following business day between 9:00 AM- 7:00 PM

Have additional questions? Email us at events@luxeeventrental.com

Tents are typically delivered on Thursday’s and picked up on Tuesday’s

What if I am unable to be present for delivery?

If you will be unavailable for delivery, we require additional verification.

Along with your fully completed Event Rental Contract, send a copy of the front and back of your photo I.D. to Docs@LuxeEventRental.com

Click here to download Event Rental Forms: FORMS

Rental Use, Care and Responsibility Questions

What is my responsibility during the rental process?

It is the client’s responsibility to check the rental confirmation & to ensure all goods rented are correct, and that all important details are well noted. For example: delivery date, delivery time frame, pick up date, requesting set up, notes on what time set up should be completed, etc. Luxe Event Rental will not take any responsibility or liability for incorrect information.

It is the client’s responsibility to fold and stack equipment in the same way it was delivered. The client must ensure all delivered items are available, dry, clean and not damaged. Any missing, damaged, dirty or wet items will be invoiced and charged to the credit card on file without further notice. If missing items are found, we will issue a refund to the same credit card on file or we will mail you a check.

The responsibility of the equipment remains with the client from the time of delivery until the time of return.

Please be certain equipment is placed in a covered area with protection from the weather when not in use.

Again, charges will be assessed for dirty, missing, broken or damaged items as well as linen which is lost, torn, burned or soiled beyond cleaning. The full replacement value will be charged to the card on file, in addition to the rental charge incurred for usage.

Please be careful of candle wax as it will permanently damage most linen. A valid credit card is required as security for any potential damage or loss.

What Are Replacement Charges?

All rental items must be returned in the condition received. Clean, Folded & Stacked. When event rental items are missing you will be contacted to arrange for the item to be returned. 

If any item(s) are lost, dirty, broken, damaged or non-returned a replacement charge will be processed to the pre-authorized card on file.

Replacement charges will be the full “new condition” price of each rental item.

There is a $1.00 - $200.00 hold on my card. Why?

Luxe Event Rental will hold the card on file for $1.00 to $200.00. This is an incidental hold or a verification of funds hold.

The card on file will be used to cover incidentals such as loss of equipment, damage to equipment, and payment of equipment or services added to your order.

The card on file may be used to complete payment for future orders as well.

How do I prevent tablecloth damage?

Do not burn candles directly on the tablecloth. Candle wax will permanently damage most linen. Place a candle plate under each candle.

When using a tablecloth on a food serving table, place a vinyl place mat under each pan, chafer or serving dish. The Vinyl (plastic) will provide a barrier from food spills and drips.

Charges will be assessed for missing, broken or damaged items, as well as linens which are lost, torn, burned or soiled beyond cleaning. The full replacement cost will be charged in addition to the rental charge incurred for usage. The replacement cost is 3x’s the rental rate. A valid credit card is required as security for any potential incidentals.

Is Luxe Insured?

Yes, Luxe Event Rental, LLC is fully insured. Request our COI- Accord certificate by emailing us at events@luxeeventrental.com