Frequently Asked Questions
What are your business hours?
Our showroom and warehouse hours of operation are from 8:00AM-5:00PM, Monday through Friday. If you have an emergency, please call 757-420-7000 and instructions will be provided for contacting us after hours.
Can I visit your showroom to see your inventory in person?
We are proud of our 24,000 SF state-of-the-art facility and welcome you to come visit us! Our showroom/warehouse facility is located in Chesapeake, Virginia. We offer showroom appointments Monday through Friday from 9:00AM-3:00PM so our customers can see samples of our vast selection of quality linens, glassware, china, and silverware. In order to better serve all of our customers, please call to check for our showroom’s availability.
Do you offer a “package” rental?
We do not offer a “package” rental as every event is unique, requiring a different mix of equipment.
Do you provide on-site consultation?
We will gladly come to your event site to assist in space requirement planning, especially as related to tents. We can provide a CAD drawing for complex events when requested.
Is a deposit required?
We require a 50% deposit along with a signed contract to reserve your rental equipment.
How long in advance do I need to put equipment on hold?
Everything is based on availability at time of order confirmation. We encourage putting in your reservation early to guarantee availability. You may always adjust your order up to 3 days prior to delivery, except for special orders which must be finalized 10 days prior to delivery.
How long is the rental period for?
Distinctive Event Rentals charges for a one event usage. Each rental is for a maximum of four days – usually starting from the day of delivery. However, orders may be delivered 1-3 days in advance of your event, which doesn’t increase the cost of the rental. There are rare occasions when we will need to use your rental equipment for another event within your 4 day period. When that happens, we will make arrangments on an individual case basis.
What payment options do I have?
We accept cash, checks, VISA, Discover, and MasterCard. Final payment is usually due two weeks prior to the event. To keep our rental costs down for all of our clients, a 3% transaction fee may apply with Discover, MasterCard, and VISA payments.
What is your delivery policy?
Standard delivery charges are based on first floor drop-off during normal business hours with ease of accessibility by our staff and vehicles. Factors warranting additional charges include deliveries made on Sundays, holidays, tight time constraints, before or after normal business hours, or on a rush basis.
Delivery and pickup rates are quoted as a round trip fee. Rates are based on the labor required and on the location of your event. We require that you give us at least a 4-6 hour window of time for all deliveries. If a specific time is needed, there will be an additional charge.
Customer is responsible for having a person on-site to accept, check, and count the order. The customer is responsible for all equipment from the time of delivery to return. The customer is liable for damaged, stolen, or broken items and verifying that all the rental items are returned. Please note: You will be charged additional fees if your delivery requires equipment to be taken to a different floor or carried a long distance from our truck. Customers may pickup and return most items to save the delivery fee.
Do you set up for the event?
Set up and breakdown is included with the rental price of our tents, dance floors, and stages. We do charge a nominal fee for the setup/breakdown of chairs, cushions, and tables if required. Arrangements must be made in advance for this service.
What is you cancellation and weather policy?
We must receive written notice from client ninety or more days before scheduled setup day to receive a full refund. If for any reason your event is cancelled less than ninety days before scheduled setup day, then a 40% cancellation fee will apply and it will be deducted from your deposit. Any balance will be mailed to you within 21 days of cancellation.
Special order items are subject to a 100% cancellation fee once the order had been placed with our vendor.
The customer is allowed to make any additions or changes to a rental order, based on availability, up through 3 days prior to delivery. The only exception is for special order items, which may be changed up through 10 days prior to delivery.
What is you weather policy?
We cannot be held responsible for weather conditions that may delay or prevent setup of your event. If the customer elects to hold the event and we are forced to strike the equipment due to inclement weather, the total rental cost will be incurred. Due to insurance and safety requirements, the decision to strike equipment in rain, dampness, or high winds will be made solely by Distinctive Event Rentals.
What should I do with the linens, silverware, china, and glassware before returning?
The customer is responsible for security of equipment until time of return. To avoid cleaning fees, please note the following:
Glasses should be turned upside-down and returned to proper racks. To avoid racks from dripping, simply tear the bag open across the top when opening, leaving the plastic bag intact. Return the glass to the appropriate rack, upside down, and any drips will drop into the bag.
Silverware should be well-rinsed and separated by type. Please note that permanent damage will result if silverware is rinsed with bleach or other chemicals. Gold flatware will be ruined by most commercial dishwashers.
China should be thoroughly rinsed (food free) and re-racked. Trays and chafing pans should be completely cleaned.
Tablecloths should be shaken free of all debris.
Never return linens in a sealed plastic bag as this can lead to mildew and additional cleaning fees and NEVER place linens in black bags as those often get mistaken for trash. Also if we cannot remove candle wax from the linen there will be a replacement charge.
Unless otherwise arranged, all rental items must be stacked and organized prior to pickup, as they were upon delivery.