Rental Frequently Asked Questions
What is the Damage Waiver?
An eight percent non-refundable damage waiver is added to each order to cover the cost of broken and damaged items. It is standard on all rental orders, and is not refundable. While we only charge eight percent, it covers up to fifteen percent of your total rentals. It is likely that items may become damaged, break, or go missing. Our waiver allows us to cover those expenses without having to charge you more after the event. The only way you will get an additional bill for damage after the fact, is if there was an unusual amount of damage, or neglect while using our equipment: example leaving chairs out in the rain.
Do you have a showroom where I can look at your inventory?
We do not have a physical showroom. However, we do offer a complete digital showroom online with every product listed. Pictures and prices are provided for your convenience.
Why do I need to make an appointment to come in to the office?
Because as stated, it is an office and we work hard towards each and every customer. Appointments give us the chance to give each customer our personal attention towards their reservation details. We require to schedule appointments in advance to alot time for each order.
How much notice should I give in order to reserve my items?
While we do our best to accommodate all rental requests, it is recommended that you reserve the rental items as soon as you know your event date and location. Typically, wedding rentals should be reserved 6 months in advance, while corporate functions may be reserved 1-2 months in advance. We require a minimum of 2 weeks for a general order to be placed.
Do you have minimums?
All delivery orders must have a rental minimum of $150 to qualify for delivery. Delivery and labor fees apply after the minimum is met. All will call/customer pickup orders must have a rental minimum of $100.
How do I place an order?
Give us a call at (713) 729-2424 and speak to one our super star sales representatives or you can submit a rental request form for a more convenient online experience.
When is payment due?
We require all orders to be paid upon signing. If changes are made to the order resulting in additional costs, then the remaining amount is due in full 2 weeks prior to the event delivery date. If the change results in a difference of amount, we will issue a refund after everything is returned. We accept all major credit cards, checks and cash. We do require one valid credit card (not debit card) to be on file at all times. At this time, we do not offer billing or purchase orders on any reservations.
What happens if I have an issue with an order?
Whether its a missing item or something is not working properly, you need to call our emergency line. We want our customers to have the best experience. However you have to let us know or else there is not anything we can do. Please note: If you do not let us know until after the items have returned, then we cannot issue a refund. For the best results, talk to your customer service representative.
Tent Related Questions
What size tent should I use?
Here at ACME, we understand if you do not know the exact size you need. In order for our customer service representatives to help you best, we will need a few details first. What we will need before you call is the location of your event, the amount of people you expect inside the tent at one time, and when it will be (date and time). With these details, we can help you get the exact tent size you need. Don’t forget to check out our Tent Size Page and Tent Pricing Page. Once you have the details gathered, give our customer service representatives a call!
Do I have to install the tent myself?
Our tents are installed and removed by our trained professionals. The tent installation is included with the tent costs. We encourage our customers to refrain from removing the tents on their own. This is for your safety and ours.
What is your cancellation policy (including rain policy)?
Cancellations within 10 business days of the event delivery date will be subject to a 15% restocking fee. If you cancel within 24 hours of the event delivery date, then 100% of the order will be paid without any refund. If you feel the need to cancel because of weather (not a national disaster), ACME is not held liable for a refund. We deliver rain or shine. Make sure to contact the customer service representative handling your order for the most efficient results.
What is the difference between regular delivery and a “Hot Shot” delivery?
Regular delivery is when we can deliver on a specific day anytime during our normal business hours. “Hot Shot” is when your day and time are exact (example: 9:00am) or a restricted window (example: pickup between 3:30pm-4:30pm). “Hot Shot” deliveries do have an additional fee to the delivery rate. Special condition deliveries, such as above ground floor, are offered at additional cost.
What if I need delivery/pickup after hours?
Our business hours are Monday through Friday, 8:30am to 5:00pm. We do have limited availability for Saturday deliveries. If your event requires after hours deliveries or pickups, there will be additional costs and overtime labor charges. This will be based on items ordered, times, and location restrictions. Talk to your customer service representative for more information.
Can I pick up rental equipment instead of having it delivered?
Of course! With the exception of items that need professional installation, all of our equipment may be picked up at our warehouse for your use. This is especially convenient for last minute orders and will save you any applicable delivery fees. Please note that you must meet our rental minimums first!
What happens if I have an issue with an order?
Whether its a missing item or something is not working properly, you need to call our emergency line. We want our customers to have the best experience. However you have to let us know or else there is not anything we can do. Please note: If you do not let us know until after the items have returned, then we cannot issue a refund. For the best results, talk to your customer service representative.