We’ve listed down all of the commonly asked questions we’ve received. Click on the topic and it’ll take you straight to the answers!
1. Deliveries and Self-Pick Ups
• Do you guys do deliveries?
• Is installation provided in the delivery?
• Can I still opt for self-pick up?
• Can I send a representative to pick up or send the rentals?
• What should I expect when it’s my first visit to JRIM’s storage?
• Will JRIM do all the lifting for us?
• Is there any other pick up points available beyond JRIM’s storage?
2. Rental Holding Period and Pricing
• What is a rental holding period? How is the rentals priced and how long can I rent the items for?
• How do I select a rental period?
• Can I get an extension on the rental holding period?
• Is the 5 day rental holding period automatic from the day of pick up? And can I simply change the returns date if I’ve rented the items for less than 5 days?
• I’m interested in a long term rental, how do I go about it?
3. Payment
• Is payment required for the check out process?
• What are your available payment methods?
• Can I pay full payment upon pick up?
• Can I pay the rental total and the security deposit via online transfer? How will the security deposit be returned to me?
4. Location, Operating Hours, and Block Out Dates?
• Where are you located?
• What are your operating hours, and when is the storage open?
• Is JRIM still reachable if the storage is closed?
• Are you open for viewing?
• What happens during the block out dates? Can I still rent from JRIM?
5. Appointments
• I’m running late for my appointment, what should I do?
• Can I just drop by to the storage?
• What happens if I missed my appointment?
6.Prices and Inventory Information
• Where can I get the prices and specifications of the item I’m interested in? Do you have more stuff beyond what we can see on the online catalog?
• How do I use JRIM’s rentals to make my event one of a kind?
• Can I get a discount?
7.Damages & Loss, and Cleaning fees
• What happens if I damaged or lose the items? Should I fix it myself or should I buy a replacement?
• Will JRIM prepare a receipt after the rentals are returned? And if there are damages & loss fees aCnd/or cleaning fees charged, will JRIM prepare a new invoice/receipt?
8.Custom Orders
• Do you guys take custom or big orders that are not in your inventory?
9.Availability, Orders, and Quotations
• I want to check the availability of the rentals, how should I do so?
• What if I only want to get a quotation?
• How do I place an order? And why must all orders go through the website? Why can’t I order through whatsapp/IG/FB/direct email?
• Is payment required for the check out process?
• Should I submit an order once I’m 100% sure that I’m going to rent those items?
• When’s the latest that I should place an order?
• What if I want to view the rentals first and rent them out during the viewing appointment? How should I go about it?
• Does JRIM take rushed or same-day orders? And if so, what’s the best way to place a rushed order?
• Why won’t the cart allow me to place an order or to submit the request?
• Can I get more information on the full order process?
10.Newsletters & Updates
• How do I get updates about JRIM?
• What happens when I subscribe to JRIM’s newsletters?
11. Contact us
• What’s the best way to contact JRIM?
• Should I send the same message from JRIM via FB messenger, Instagram’s DM, WhatsApp, and JRIM’s email? Will messaging all platforms make JRIM get back to me faster?
• I tried calling the contact number and didn’t get an answer.
• I sent an email and have not received a reply in 1 – 2 business days, what should I do?
11. Installation and Assembly
• Will JRIM provide installation services for items that requires installation or assembly?
Deliveries and Self-Pick Ups
Do you guys do deliveries?
Our recommendation is to always self collect from the storage for both of the inspections! For big items like furniture, bicycle & big backdrop you will need to use bigger transportation like van or pick up. Please be noted that we do not recommend any pick up truck to transport our item due to high risk of damages and exposure to rain and sun.
We are more than happy to arrange deliveries for you. If you’re interested in having your rentals delivered to you, just request for a delivery from us directly. Reasonable quote will be provided. When you use JRIM’s transporter, all items with wrapping, plastic bags and boxes will need to be returned in the same condition as when you received them. Delivery fees does not include manpower. Please request manpower services from us if you need. Do read more of this on our Terms & Conditions page.
Is installation provided with the delivery?
No, installation is not provided with the delivery. Our delivery only manages the transport of the rentals from our storage to the loading bay of your selected location, they do not provide any installation services.
Can I still opt for self-pick up?
Yes, except bulky item that needs a proper transportation! Please be noted that we do not accept any pick up truck to transport our item due to high risk of damages and exposure to rain and sun.
Your pick up and returns appointments will be based on the times you’ve requested during checkout. Please make sure to select the dates and times within our operating hours. Our operating hours can be viewed here.
Can I send a representative to pick up or send the rentals?
Yes, you can. Just make sure to familiarize with our representative indemnification agreement section in our terms & conditions. Provide them with a copy of the invoice instead of your own generated list as we will not release any rentals beyond what’s listed in the invoice.
What should I expect when it’s my first visit to JRIM’s storage?
When you’ve reached the storage, just ring the doorbell of our storage. Our staff will open up the gate for you. If the parking spot in front of our storage is available, you can park there for easy lifting! We will have the rentals prepped and ready for your inspection. As of the 1st of May 2017, we have implemented a self-service system. All customers are required to pack the rentals using bubble wrap or newspaper that’s provided at the storage, prior to loading those items into the car. You can request for our assistance, but JRIM will not be liable if any rentals gets damaged during your own transportation. There will also be some paperwork involved, and after that’s sorted, you’re all set to load the rentals into your car!
If you are using our internal JRIM transport, JRIM will be liable for the item and you can check the item upon delivery together with our staff.
Will JRIM do all the lifting for us?
We will try our best to help, but if your order is a big one or includes heavy or large items, please bring a friend to help since we only have 1 person working at the storage at any given time.
Our JRIM delivery does not include man power, please request from us separately if you need any manpower services.
Is there any other pick up points available beyond JRIM’s storage?
No, our only pick up location is at our storage in SS2, Petaling Jaya.
Rental Holding Period and Pricing
What is a rental holding period? How is the rentals priced and how long can I rent the items for?
The price listed on our catalog is based on a rental holding period and not a daily rate.
A rental holding period is the duration of which when the rentals goes out and comes back in to us. Our standard holding period is for 5 days. E.g. you pick up on Thursday, the returns must be made by Monday. We rent out the rentals from 1 day to up to 12 weeks, just select the dates that you’ll need the rentals and the system will automatically calculate the rental price based on the dates selected.
How do I select a rental period in the cart?
If you need a guide on how to use our add to cart system, view the in-depth guide here.
When prompted by the cart, you should select a pick up and returns date and time within our operating hours. Our operating hours can be viewed here. We are unable to process the order if you’ve selected a date and/or time beyond our operating hours.
Can I get an extension on the rental holding period?
If you require an extension, do let us know during the checkout process. An extension will be granted if the rental items are still available for the extension dates you requested. If you do not notify us of changes in the return dates and without a confirmation from us allowing it, a late penalty fee will be imposed.
Is the 5 day rental holding period automatic from the day of pick up? And can I simply change the returns date if I’ve rented the items for less than 5 days?
No, it is not automatic. The pick up date and returns date is as listed on the invoice, even if you’ve selected only 3 days of a rental holding period for that item, your rental holding period is based on those dates. The way our software system works is that it checks the dates that you’ve selected, in that system too, for dates that is beyond the return date that you’ve selected, it will state that the item is available and it will be booked for the next customer that requests for dates after your selected return date as listed on the invoice.
If we’ve cleared you for a 3 day, 5 day, 8 day 0r long term rental holding period, double check the dates on the invoice to avoid any late fee charges. Even if you’ve selected a 1 day or 3 day rental holding period, if you return the rentals after the return date stated on the invoice, a late fee will deducted from your security deposit.
I’m interested in a long term rental, how do I go about it?
We also allow for long term rentals to up to 12 weeks. Just select the dates in the cart and it’ll automatically calculate the rental fee for the duration requested. The price given in the cart is inclusive of the extension fee for a non-standard rental holding period. If you’re interested in renting it for more than 12 weeks, you will have to place additional orders to select the additional days since our pricing starts from the basic price every 12 weeks.
Payment
Is payment required for the check out process?
No, no forms of payment is required for the ‘add to cart’ and ‘checkout’ system.
Our system is not a payment gateway system and is solely a booking system that handles the inventory stock and for customers to check the availability of each item on our inventory. Payment is required when we’ve issued the invoice, and the booking deposit can be made via online transfer or direct transfer while the security deposit is to be made in cash, upon pick up. To view our add to cart video, click here.
What are your available payment methods?
Our standard payment process is for the booking deposit to be made to our account via online or direct transfer. Once you’ve made the transfer, kindly send us a copy of the proof of payment via the same order email thread to our email mailbox@justrentitmalaysia.com. We will then send over the order confirmation. Cash payments are only for security deposits.
Can I pay full payment upon pick up?
As stated in the terms & conditions, we will not be able to confirm the order without a booking deposit. We have a grace period of 48 hours after we’ve sent out an email confirming the availability of the order list together with the invoice for the payment to be made. If you require some time, just let us know since without an update from the customer within that time frame, the order will be automatically cancelled.
Can I pay the rental total and the security deposit via online transfer? How will the security deposit be returned to me?
Yes, you can! But the transfer must clear prior to the pickup. If you’re planning to make full payment 24 hours or less prior to pick up, please opt for an instant transfer especially if you’ve added delivery to your order. After the returns, we will transfer back the security deposit via online transfer. If you prefer an instant transfer, please let us know during the returns. Otherwise, we will make the transfer via IBG.
Location, Operating Hours, and Block Out Dates?
Where are you located?
We are located at SS2, Petaling Jaya. You can now search “Just Rent It Malaysia” on Waze or Google maps and it’ll take you straight to our storage. We highly advice everyone to search our company name instead of our address for an accurate location of our storage.
What are your operating hours, and when is the storage open?
Our opening hours is as stated on the homepage of our website. We’re open through out the whole duration of our operating hours.
Is JRIM still reachable if the storage is closed?
If you’ve placed an order or filled up any of our forms, we’ll get back to you during our operating hours. Since we source, maintain, and make the rentals ourselves, we work outside of the storage extensively. All correspondence will take place during our operating hours.
Are you open for viewing?
You can arrange for a viewing appointment by filling up the viewing form. We’ll send a confirmation email if the slot is available. If the slot is not available, we’ll advice you of the best timing.
What happens during the block out dates? Can I still rent from JRIM?
Block out dates means that we are unavailable and away during those dates. The best way to reach us during our block out dates is via our website. Once those submissions are entered into our system, we’ll get back to you as soon as we’re operating as usual.
For last minute orders made during the block out dates that are to be picked up within the block out dates itself, the order will not be processed. However, if you reach us before the block out dates and if your pick up or returns date are within the block out period, we will extend your rental holding period for free. The pick up or returns date will be arranged to be before or after our block out period. So, check out our homepage to see when we will be away!
Appointments
I’m running late for my appointment, what should I do?
Since we manage all orders on appointment basis, notify us at least half an hour prior to your scheduled pick up time to let us know. As stated in our Terms & Conditions, every customer is responsible for their own appointments. JRIM is not responsible for any missed appointments. We will have a grace period of 15 – 30 mins waiting time for each appointment set with us. For returns, without any updates or contact from the customer, there will be a late charge if the rentals are returned the next business day.
Can I just drop by to the storage?
We don’t recommend it since we might be busy with another customer that has an appointment with us. But if you drop by and an appointment slot is available, we’re more than happy to assist you!
What happens if I missed my appointment?
If you’ve missed your appointment for more than 30 minutes, contact us first before making your way to us. If we’ve already closed the storage, the appointment will be arranged to the next operating day. Our advice is, if you think you’ll run late, contact us first to let us know.
Prices and Inventory Information
Where can I get the prices and specifications of the item I’m interested in? Do you have more stuff beyond what we can see on the online catalog?
Just head onto our online catalog and click on the photo for all information regarding the product including description, dimensions, stock quantity, and prices are listed on each of its respective photos. The prices listed is based on a rental holding period of up to 5 days and not daily rate.
And we upload all of our inventory onto the website. Since we manage the website ourselves, we update it every time there’s a change to the inventory. Make sure to check back our catalog for new inventory!
How do I use JRIM’s rentals to make my event one of a kind?
Your imagination is the limit! However, if you need ideas, you can have a look at our tutorials page for some ideas on how to use some of our rentals. You can also follow us on Instagram or Facebook to see how our customers have used our rentals.
Can I get a discount?
The prices we list on our website is the best price unless we have any ongoing offers. We set out to provide you with one of a kind products priced in mind for a budget savvy hunter. We set our prices to be the best prices possible to provide the best deals all year round.
Damages & Loss, and Cleaning fees
What happens if I damaged or lose the items? Should I fix it myself or should I buy a replacement?
Don’t panic! First thing to do is, let us know ASAP of which rental items that are damaged or lost and how many of them that are damaged/lost. This is so that we can order new ones to fulfill future orders. Time is of an essence to us if a rental item is damaged or lost and if another customer has booked it for an upcoming pick up. We will calculate the market value of the lost or damaged items and deduct it from your security deposit. However, if the compensation is higher than the security deposit, the customer will have to pay to make up the difference.
Please let the professionals fix them if it’s broken, we service and maintain all of our rentals and we will know the best way to fix it. Most of the time, if it’s fixable, we won’t even charge you. We will only charge you the loss fee if it’s beyond repair. If you can find the same exact replica of our rentals, we do allow our customers to replace them instead of paying the loss fees.
All items are to be returned as per rented conditions. All items must be pack ed as per rented condition. If the item is cling wrapped, you must return the item wrap in a new cling wrap and not to reuse the old cling wrap.
Will JRIM prepare a receipt after the rentals are returned? And if there are damages & loss fees and/or cleaning fees charged, will JRIM prepare a new invoice/receipt?
Yes, we can. As stated on our Terms & Conditions, we will only issue receipts upon request. Just let us know if you need one and we’ll email the receipt to you.
If there are any damages and loss fees or cleaning fee charges that was taken out of your security deposit, we issue a new invoice or receipt if you need one.
Custom Orders
Do you guys take custom or big orders that are not in your inventory?
Unfortunately, we no longer take custom orders as we update our inventory every month. To get updates on when we add new stock to our inventory, just follow our newsletter!
Availability, Orders, and Quotations
I want to check the availability of the rentals, how should I do so?
Just head onto our catalog and select the dates and times in the cart, from there, it will list out the availability of each item under each of the product page.
Alternatively, you can select the items you’re interested in by clicking the “add to cart” button on the item’s respective pages. Once you’re done with your selection, just view cart and select the dates and time of your rental period. From there, under each of the product name in the cart, the availability will be listed based on the dates you’ve selected.
Due to our real time availability system, the cart will not allow the customer to submit a request for items that are unavailable or the quantity selected is more than what is available. Make sure to only select the rentals and the quantities available. Finally, provide us with all the info required (marked with *) during the check out and click “submit request” and you’re all set! There’s no payments required during this process. You’ll also receive a copy of your request at this stage.
If you’d like to cancel your request, just let us know and we won’t proceed with the order. To watch the video for the step by step guide on using our new system, click here.
What if I only want to get a quotation?
Just follow the same steps as above since it goes through the same system but only the documentation prepared is different. If you only need a quotation, just state that in the “place an order/request for a quotation” section and we’ll send over a quotation instead of an invoice. Please provide us with all the info during check out as we need all that info to properly process your request and check the availability of your order list. To view the video on how to request for a quotation, click here.
How do I place an order? And why must all orders go through the website? Why can’t I order through whatsapp/IG/FB/direct email?
Just head onto our catalog and select the items you’re interested in by clicking the “add to cart” button on the item’s respective pages. Once you’re done with your selection, just view cart and provide us with all the info required during the check out and click “submit request” and you’re all set! There’s no payments required during this process. You’ll also receive a copy of your request at this stage. To view the video on this process, click here.
All orders must go through out check out system via our website as we don’t process any orders outside of it. Our system has been automated for better efficiency and to lessen the processing time for us to serve you better.
Is payment required for the check out process?
No, no forms of payment is required for the ‘add to cart’ and ‘checkout’ system.
Our system is not a payment gateway system and is solely a booking system that handles the inventory stock. Payment is required when we’ve issued the invoice, and the booking deposit can be made via online transfer or direct transfer while the security deposit is to be made in cash, upon pick up. To view the video on our add to cart system, click here.
Should I submit an order once I’m 100% sure that I’m going to rent those items?
We suggest everyone to place an order as soon as they can to avoid disappointment. Since no payment is required, you can opt to proceed the order once we’ve sent over the invoice. Do take note however, that without payment, we will be unable to hold those items for you. The request will also be cancelled if we don’t get an update after 24 – 48 hours after we’ve sent out the invoice.
When’s the latest that I should place an order?
Place an order as soon as you can since our rentals gets booked sometimes months ahead. We recommend placing an order at least 1 week before to provide us more time to process your order.
What if I want to view the rentals first and rent them out during the viewing appointment? How should I go about it?
Place the order via our check out system and state that you’d like to view and confirm the order on the same day. A booking deposit is required if you’d like us to hold your order list till the viewing and pick up date. Without a booking deposit, we won’t be able to guarantee the availability of your order list for your tentative viewing and pick up day.
Please do not fill up the viewing form if you’re interested in this option since the viewing form is exclusively for the viewing appointments only. If you’d like to check the availability of the items you’d like to view, just select the date and time of your appointment slot and the catalog will let you know how many of each item is available.
Does JRIM take rushed or same-day orders? And if so, what’s the best way to place a rushed order?
We have revised our minimum booking allowance to at least 2 days before collection date to enable us to process the order smoothly.
However, we might be able to fulfill your rushed order depending on the availability of the rentals and also our appointment slot for the day. Since we only open the storage on appointment basis, making the appointment ahead of time is crucial to avoid any disappointments or frustrations. There will be additional fees if you really need to collect within 24 hours. The fees is RM50 (orders made between 13-24 hours) or RM100 (orders made less than 12 hours).
The best way to make sure everything get processed faster is to go through our check out system via the catalog and provide us with all the info needed and all rentals needed. That way, we will already have all the info needed to confirm your order. We will proceed to contact you to make the necessary arrangements. However, if we don’t get back to you in time, then we apologize for not being able to process and fulfill your order.
Why won’t the cart allow me to place an order or to submit the request?
Our add to cart system has real time availability and it will not allow customers to place an order if you’ve selected items that are unavailable or if you’ve selected quantities that are more than what’s available. For the in depth guide and explanation of our add to cart system, view the guide here.
If you’ve done everything right and you’re still unable to submit the request, take a screenshot of the issue and email it to mailbox@justrentitmalaysia.com and we’ll send it over to our software developer for them to fix the issue.
Can I get more information on the full order process?
Yes, you can! First thing first, just add the items into your cart and select the dates of when you’d like to rent the rentals. The cart will let you know if the item is available or not for the dates you need them. For items that are not available, you will have to remove them from your cart to proceed with the order.
Once you’re happy with the list, click “Submit Request” and fill up the form with all the information required (marked with *) alongside any additional notes you’d like to request from us. You’ll have to accept the Terms & Agreements to proceed with your order, the Terms & Agreements can be viewed there at the checkout page or via our website. Once you’ve filled up the required information and accepted the Terms & Agreements, you can now proceed to “Complete Checkout”. To confirm that your order went through, you will receive a copy of your order via email under “Order Received”.
Your order will be processed by one of our representatives during operating hours within 1 – 2 business days. Once your order has been processed and the security deposit calculated, you will receive another email for the invoice or quote depending on your request during check out. Just follow the directions listed on each email to proceed or to cancel your order.
To confirm your booking, payment is required for us to reserve the items for you. Once you’ve made the transfer, just send us a copy of the proof of payment to mailbox@justrentitmalaysia.com under the same email thread. Make sure to have your order number clearly stated on the proof of payment for us to track your payment easily. Once you’ve sent your proof of payment, we’ll send over an order confirmation with the contract and also additional information regarding your order and also the contact details of the necessary departments related to your order. Your pick up and returns appointments are set based on what’s listed on the invoice and order confirmation.
Do read through the contract and the terms & conditions listed as those will be the policies enforced on your order, we recommend all customers to read through it prior to pick up and we highly recommend all customers read through the Terms & Conditions prior to engaging in our services. For the pick up and returns, just follow the instructions as listed on the Terms & Conditions.
Once the rentals has been returned and inspected by us, we will then send out a “Security Refund” email for those that made the security deposit via online transfer to request for the customer’s account details. We will proceed to make the transfer and we will then send the transfer slip via email to alert the customer that the security deposit has been refunded. For those that made the security deposit via cash, it will be returned in cash during the returns if there are no damages/loss/late fees. If we do need to deduct any of those fees from a security deposit, we will return the balance via online transfer with the same process listed above.
Newsletters & Updates
How do I get updates about JRIM?
To get updates on our inventory or our services, just subscribe to our newsletters since all of our subscribers will get the first notification of when we’ve added something new to our inventory or when we’ve updated our Terms & Conditions. To get other updates like our blocking dates, when our system will be down, and other news, just follow us on Instagram or Facebook.
What happens when I subscribe to JRIM’s newsletters? Will you spam us?
No, we won’t spam you with daily updates. We won’t even spam you on a weekly basis! We’ll only be sending you a newsletter when we’ve added new inventory or when we’ve made changes to our services. That way, you’ll always be in the loop of what’s new to our inventory or our services.
Contact Us
What’s the best way to contact JRIM?
For all enquiries regarding the availability of our inventory, quotations or placing an order, please go through our check out system via our catalog. Since our system is fully automated, we no longer take orders or prepare quotations outside of it. Once we’ve calculated the security deposit, we will send out a an invoice and quote for your perusal.
Having a written record of all communication between us and you is vital for our efficiency especially since we have no full time staff. Efficiency is key to us providing you with the best prices for our rental items. We prefer communication via email as it’d be easier to keep track of the order, changes, special requests, and it’s easier to get the right people in the loop.
Should I send the same message from JRIM via FB messenger, Instagram’s DM, WhatsApp, and JRIM’s email? Will messaging all platforms make JRIM get back to me faster?
No, it will not make us respond faster. For the fastest response, go through our check out system via the catalog. And as stated in our terms & conditions, our preferred communication platform is via email. We also don’t check or have anyone manning our social media pages.
To place and order or request a quotation, fill up their respective forms to make a viewing appointment or place a custom order.
If you’ve only reached us via social media, you might not get a response back from us due to overwhelming traffic.
Is there an emergency contact number? But I tried calling it and didn’t get an answer.
For general enquiries please drop us an offline message via email during non operating hours, our customer service will get back to you during operating hours.
If you’ve received the order confirmation, just contact us via the phone numbers provided in the email. We do apologize if your call didn’t go through, but we are probably out hunting/making new one of a kind rentals for you, or prepping our inventory to fulfill orders. So drop us an email instead, we’ll make sure someone get’s back to you the soonest we are able to.
We’re a small business with one or two people working at any single time. Since we also make and service most of our rentals, our hands can get full at times, especially during peak season. Our part time workers also take on other projects in between customer appointments. Contact us ahead of time to arrange for an appointment.
As mentioned above and also in our Terms & Conditions, we mostly operate through emails. Emails will be replied within 1-2 business days.
I sent an email and have not received a reply in 1 – 2 business days, what should I do?
Double check that the email that you’ve sent is to our email at mailbox@justrentitmalaysia.com. We use an automated software for most emails and it uses a “do not reply” email of which we have no access to. It is automatically set that if a customer hits reply to any of these emails, it should automatically redirect the email to our official email. If you’ve somehow sent an email to any other email addresses, please forward that email to our email mailbox@justrentitmalaysia.com.
We’re very active via email and will usually get back to all customers within 1-2 business days. Alternatively, you can use our live chat feature via the website (during operating hours only) for any enquiries and speak to one of our agents right there and then!
Installation and Assembly
Will JRIM provide installation services for items that requires installation and assembly?
No, we do not provide installation services.
We’re a DIY event solutions provider and we aim to provide equipment for all DIY-ers at lower costs than it is for them to DIY it on their own. As of now, we do not provide any installation services but we make sure that everything stocked in our inventory is designed for DIY installations. We also have an Instructions page to provide videos on how to install and assemble any of our rentals that requires installation and assembly.
By designing all of these rentals for a DIY installation, it allows us to provide these rentals at the lowest prices possible. If you would like any staging services, just let us know and we’ll provide contacts of event stylists that can do the job (depending on their availability). Here at JRIM, we believe in all things DIY especially at these great prices!