WHAT IS YOUR SERVICE AREA?

Our main service area is Eastern Pima County, Arizona. However, we love to travel and would be happy to discuss delivering to other locations.

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WHAT IS THE MINIMUM ORDER SIZE?

"Will Call Items" (customer picks up rental items from the OLR warehouse and returns the rental items to the OLR warehouse): There is a $500 minimum order on rental items (not including taxes, delivery fees, setup fees, labor, or purchases from The Cat & Rabbit). There is no minimum for established customers in good standing.

 

Delivered items:  No minimums.

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WHAT IS THE LENGTH OF RENTALS AND THE RENTAL FEES? 

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​DO YOU PROVIDE DELIVERY AND SETUP?

Yes! We charge separately for delivery and setup/teardown (unless otherwise stated on the item's detail page. We will provide a quote for delivery and setup/teardown once we receive all relevant information from the customer. Delivery charges depend on your event location, the potential obstacles (elevators, parking is not close to set up location, etc.), and type and number of items to be rented. Delivery and setup/teardown requests must be made no later than one month prior to the event.

 

CAN I PICK UP AND RETURN THE ITEMS?

Items designated as “Will Call available” on the specific item's detail page can be picked up and returned by customer at OLR's warehouse. The vehicle required will depend on the type of rental items being picked up. Customer will be responsible for loading and unloading the rental items in the vehicle. Customer must provide moving blankets and straps as necessary. If customer does not have such items, then they will be provided by OLR, if available, at the standard rental rate for such items. OLR is not responsible for any damage the rental items cause to customer's vehicle. or to customer. Corporate customers with appropriate moving vehicles may be able to pick up and return items not designated as Will Call, at OLR's discretion. In the event customer has not returned rental items when due, OLR has the right to pick up the rental items and customer will be charged the amount the delivery fee would have been if items were delivered x 2. 

 

HOW DO I PAY?

We accept cash or credit/debit card.

 

DO YOU OFFER REFUNDS OR CREDITS?

Due to the nature of the rental items being held for each customer's event and the loss of sales that it equates to if customer cancels the rental items, OLR does not issue refunds or credits.

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RESERVATION OF ITEMS

Because our items are unique and sometimes one-of-a-kind, we recommend reserving your items as soon as you have made your final decision to ensure that the items you desire are available for the day of your event. To make your reservations, please contact us with the following information:

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     1.   Date of the event

     2.  A brief description of the event

     3.  Where it will be held

     4.  A list of the items you wish to rent

     5.  Preferred method of communication (phone, text, or email)

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OLR will confirm the availability and the price of the items within 3 business days and will contact customer to gather additional information as needed. If customer wishes to proceed with reserving the items, OLR will send the relevant contracts and paperwork to be completed by customer.

 

The items are reserved only after the party equipment rental agreement, order, and any other relevant documents provided by OLR to customer have been signed and customer has paid the required non-refundable down payment of 50% of the total order amount. The remaining 50% is due 21 days prior to the first day of the Rental period.

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CAN I MAKE CHANGES TO MY ORDER?

We do our very best to accommodate all change requests to your order but cannot guarantee the availability of different items. If the changes to your order increase the original order amount, we may require an additional down payment amount. Even if changes are made to the order, decreases in the original order amount will not be permitted.

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CAN I KEEP THE ITEMS OUTSIDE OVERNIGHT?

Items designated for outdoor use can be kept outside overnight but must be covered by a tent with sidewalls to ensure morning dew or weather does not damage the rental items or with covers provided or recommended by OLR. Larger rental items such as the 12' animatronics that cannot fit under a tent can be covered by commercial plastic bags placed over the rental item and properly secured. Some rental items are known to be high potential for theft (such as certain hard-to-obtain Halloween animatronics). As such, we recommend placing such rental item is a secure location overnight or if a complex design setup makes that impracticable, then additional security procedures should be implemented such as hiring overnight security personnel, cameras, alarms, etc.

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WHAT ARE MY RESPONSIBILITIES FOR THE ITEMS?

Customer is responsible for the rental items from the time the rental items are dropped off at the event location by OLR or customer picks the rental item up at the OLR warehouse (including during loading) until the rental items are picked up by OLR from the event location or customer returns the rental items to the OLR warehouse (including during unloading) ("Customer's Control").  Customer is fully responsible for the rental items while in Customer's Control.

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DO I NEED TO WASH THE DISHES PRIOR TO RETURN?

Our china, glassware and serving dishes are very delicate so we ask our customers to lightly rinse the dishes to remove any debris and replace them in the original cases provided. Dried sauces, wine, etc. do not need to be removed. We include all thorough cleaning and disinfecting of our items in our rental prices.

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DO YOU PROVIDE DESIGN SERVICES OR EVENT PLANNING?

At this time, we only provide rental services. However, we are always available to answer any questions customer has about our items and are happy to make recommendations for items we believe would work well with customer's event, but customer is ultimately responsible for the design and event planning.

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DO YOU HAVE A SHOWROOM?

Our showroom is currently under construction but if you would like to see an item in person, please contact us to make arrangements.

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WHAT IF A RENTAL ITEM IS DAMAGED OR MISSING?

Customer is responsible for the cost of repair of rental items damaged while in Customer's Control. Customer is responsible for the replacement cost of missing items or items damaged beyond repair.  Most of OLR's rental inventory is one-of-a-kind, vintage, antique, hard to replace, or no longer in production. As such, the replacement cost can be substantially more than the rental fees. Furthermore, much of OLR's inventory is used in an outdoor environment but cannot be subject to inclement weather which means if the weather conditions on the day of the event could cause damage to the rental inventory, then the rental items will not be provided and a refund or credit will not be offered. Depending on the items being rented, the location, type of event, etc., OLR may require customers carry one of the following insurance coverages and list OLR as an additional insured and/or loss payee on such insurance. The exact insurance coverage requirements are included in the contract documents. Proof of coverage must be provided when the Final Order is signed by customer:

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     1. Special event insurance coverage in an amount acceptable to OLR.  

 

Please let us know if you would like a recommendation for special event insurance coverage. Most policies can be applied for online, and even though they generally take less than a few days to secure, we recommend applying for the insurance at least one week prior to the date OLR needs proof of coverage.

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     2. Business insurance in an amount acceptable to OLR.

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OLR does not offer damage waivers because of the insurance requirement which must include replacement and repair of broken dishware, furniture, equipment, props, etc., stains or spills, theft or loss, and other related damages.

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FAQ 112023

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