Pick up & Returns Procedure

Prior to your pick up appointment

  1. Once we’ve received the payment for your order, your order is printed at the store.
  2. Your order will be prepped and cleaned 1 – 2 business days prior to your scheduled pick up date.
    • If there are any damages or loss (by previous customers) to the items you’ve booked, this will be the time that we contact you via email to notify you. You may opt for a swap or a refund for that item.

During your pick up

  1. Check the quantity and condition of all rentals
    • See any cracks, chips, dust, or dents? List them all in the conditions report and avoid any cleaning/damages fees during your returns! Spend some time here to make sure that you don’t get stuck with additional cleaning/damages fees. If you waive your rights here and don’t inspect the rentals yourself, we will use our latest inventory conditions report to assess the cleaning/damages fees that might incur if the rentals are returned to us not in the same condition as when we prepped it.
  2. Fill up the conditions report for any defects or missing components
    • We won’t charge you damages/loss fee if you return the rentals in the same condition that you got it in! If this section of the report is left empty, you’ve acknowledged that you’ve received everything in good condition. By filling up this report and by doing point #1, you’ll know exactly the condition of each rental and any cleaning/damages fees will not take you by surprise!
  3. Read the rental agreement
    • We know this part isn’t fun, but these policies are here to protect both parties. Just because you didn’t read it, doesn’t mean you’re not liable for the rentals as per listed in the rental agreement and contract. So, read up!
  4. Fill up and sign the rental agreement once you’ve done point 1,2, and 3.

Once you’ve left the storage

  1. Take care of the rentals till your returns
    • You’re responsible for all of the rentals as listed in the invoice till they are returned to us at the storage in the quantities and quality as how you’ve received them during the pick up. Cleaning/damages/loss fees will apply if the rentals returned to us is not in the quantities listed in the invoice or if the quality doesn’t match the conditions report.
  2. Clean the rentals after you’ve used them
    • If you’d like to avoid any cleaning fees, make sure you clean the rentals prior to your returns! This includes food & drinks stains, glue or tape stains, candle wax residue and etc.
  3. Pack and transport the rentals appropriately
    • Make sure you pack the rentals properly to transport it back to us, we recommend reusing the bubble wrap we’ve provided. Newspaper works well too, and to protect rentals against scratches, cling wrap works the best! Damages fees applies if the rentals gets damaged during transportation and will be taken out of the security deposit.

For your returns

  1. Return the rentals on time
    • And avoid any late fees! We deduct 20% of the security deposit for every day the rentals are returned late to us. We will also deduct any amount we’ve had to refund other customers that has booked the same items during the late return period on top of the 20% daily deduction.
  2. Be present during the returns inspection
    • We will check if the rentals were returned to us in the same condition as listed in the conditions report. Any fees for cleaning, damages, and/or loss beyond what’s listed in the conditions report and invoice will be taken out of the security deposit!
  3. Claim your security deposit within 2 weeks
    • Thank you for returning all of our rentals in the exact quantity and in good condition! As of November 2017, we no longer hold any security deposit for more than 2 weeks once the “Security Refund” process has been initiated via email once the returns has been made. We’ll send over another reminder if we haven’t heard back from you in a couple of business days.
  4. Returns Packaging
    • All rented items to be returned in the condition as it was collected (includes packaging).
    • All furniture to be wrapped as how it was collected. We will deduct from your security deposit if the item is not wrap properly. All items to be wrapped and returned as per rented condition. All furniture to be wrapped in a new cling wrap.

Important note for ALL customers

You have rights, so don’t simply waive them! If you have waived your rights to:

  • read the contract or rental agreement prior to signing it
  • inspect the rentals during pick up for quantity and quality
  • to fill up the conditions report accurately
  • be present during the returns inspection to verify quantity and quality

The policies and terms of the rental agreement still applies! So, read up and stay safe! You can read more on our Terms & Conditions here.

Need a handy checklist for your pick up and returns? Download it here!