FAQ
How do I book your items and services?
Contact us to request a quote, either by e-mail, phone, or text! [(336) 5097116] We will email you a formal quote and when you’re ready to book, we will email you a rental agreement and payment link for the deposit The items are not booked until we receive a signed contract and a 50% nonrefundable deposit.
How far in advance should I book my rentals?
For larger events like weddings/graduations/etc, we recommend booking about 2-3 months in advance. Any event taking place April-June, for that matter, should be booked about 3 months out when possible, to ensure availability. Having said that we are often able to accommodate smaller orders as last minute as the week of, especially July-March.
Do you accept cash/checks/credit/debit cards?
We currently accept credit cards (Visa, Discover, Mastercard, American Express), Apple Pay, Zelle, and Cashapp via our online payment link, which is emailed to you once you book.
Do you charge credit card fees?
No, we will never charge our customers additional credit card fees. All our payments are secure online payments, for which The Luxe Rentals absorbs all merchant credit card transaction fees so you don’t have to.
Do you charge extra if I mention my rentals are for my wedding?
Absolutely not! We will never upcharge our items or services when you mention the word wedding.
When is payment due?
The first 50% of your invoice is due at contract signing. The remaining 50% will be due 14 days before your event. We will email a reminder the week before your event before this payment is due.
I changed my mind about the quantities and types of items I need. Do I need to request a new quote?
No, you can simply respond to the email where we sent your original quote and let us know the changes you want to make. We can revise the quote and send you a new one right back.
Is my deposit refundable?
No, your 50% deposit is not refundable. This amount is paid to reserve your items so that nobody else can have them on the day you need them. Even if you no longer need the items, we provided the service of holding these items so that they couldn’t be used for other events.
What is your cancellation policy?
Cancellations are allowed at any time before your event. A partial refund of 50% will be given if canceled cancelled 7 days before the event and the total balance has already been paid and. The 50% deposit, however, is nonrefundable.
Do you require rental minimums?
No, we do not require rental minimums. There is no party too small to book a reservation!
What is your delivery window? How long do I get to keep the items?
For Customer Pickups:
We are available 10am-8pm, 7 days a week. For weekend events we let customers keep items from Friday through Monday, or pickup/return any day in between. For weekday events just let us know which day your event is, and we can work out a plan.
For Delivery: We will let you know based on your event date what is currently available in our delivery schedule.
For Delivery: We will let you know based on your event date what is currently available in our delivery schedule.
Can I pick up the items myself in my vehicle and drop them back off?
We do allow customer pick-ups! Request this option when requesting a quote and we will let you know what to expect from this process. Please note we are currently located in a residential home, so order pickups will be in our driveway :-)
When do you charge extra for delivery?
Our delivery fee is a flat rate for the first 10 miles from our warehouse, and then a standard mileage rate for each additional mile but can increase depending on the size of the order, distance, or complexity of delivery. Most orders will qualify for the flat rate if within 10 miles of our warehouse. Common scenarios requiring an additional fee are stairs at the delivery location, obstacles or mud puddles, or long distance from the parked truck. We should be made aware of these issues during the request for quote. Distances longer than 20 miles from our warehouse may be subject to a long-distance mileage rate for each additional mile past the flat rate zone.
Why do I have to pay a damage fee?
The damage fee covers any repairs and maintenance on our equipment due to normal wear and tear that accrues during rentals, such as stains or scratches. It is equal to 10% of the total rental before delivery and additional services. This is a standard industry fee.
Is the damage fee refundable?
No, the damage fee is not refundable and cannot be waived. It is a minor fee and exists to cover small repairs.
Can I make changes to my order after I’ve signed the contract?
Yes, you can make changes to your order at any time before final balance is paid, if inventory or services is available. Items or services can even be removed from the contract once deposit is paid, but only 50% refunds will be given due to the 50% deposit being used to reserve these items, preventing them from being used in other events.
What if I’ve lost an item while renting it?
Missing items are not covered by the damage waiver fee and therefore must be replaced by the customer. We will send you an invoice from our manufacturer for the cost of replacing the item at wholesale price for any items missing at time of pickup.
How do I care for the linens while they are in my possession?
Please shake out food, confetti, wax, etc, and ensure linens are dry before placing in laundry receptacle. Mildew, candle wax, burns, and stains can damage linens. If the linen is damaged beyond repair, we will send you an invoice from our manufacturer for the cost of replacing the item at wholesale price.