How far in advance do I have to place an order?
While we have an extensive inventory but we suggest that you book as early as possible. This will ensure that all the products you require will be available. For tents and large affairs, you should plan at least five to six months in advance, or earlier, if possible. For small orders, usually one or two weeks will be sufficient as long as we have it in stock. Some specialty items are in limited supply so book them as soon as possible.
We would like to see the rental items in person, do you have a showroom?
We are more than happy to have you come and see all our items in person. In fact, we prefer it, as we've found that it helps in deciding colors, ideas etc. For our hours of operation please click here.
What about breakage or losses?
A damage waiver charge of 8% offered to protect you from incurred replacement charge on damaged goods. The damage waiver does not cover loss, theft, misuse, negligence, etc. The damage waiver may be accepted or declined but if the damage waiver is declined then the customer is responsible for repair or replacement costs.
When do you deliver?
For larger scale events (i.e. tents) we may begin two to three days in advance. Smaller deliveries are usually the day of or the day before the event. We require a delivery window of four hours on either side of the scheduled delivery time to allow for conditions beyond our control; weather, road conditions, traffic, vehicle breakdowns, etc. Please feel free to call our office and ask to speak to our shipping department in the days leading up to yur event. Upon delivery, our staff is instructed to deliver to a mutually convenient first floor location. We charge for the set up and take down of most items.
What about deliveries at specific times or difficult to reach areas?
We can do not guarantee the time of deliever unless specified. See our polocies; Exact time and overtime delivery. We sometime have to charge extra to reach dificult and carry-in areas.
Do you have out of town pickup and delivery?
Yes, we charge by the kilometer. The rates vary depending on how many trucks and crew are required. We can also ship via common carrier where appropriate. Please call for details.
Can you deliver equipment without my being there?
Yes, provided we can leave equipment in a protected area such as a garage or covered porch.
Commercial orders or unsecured locations require someone to accept the delivery.
Do you have a minimum size for orders?
No, we have serviced all sizes of weddings & special events, from small and intimate get-togethers in the privacy of your home, to weddings, engagement parties, retirement parties, large corporate and community galas and everything in between.
Do you set-up tables and chairs?
Yes we are happy to provide this service for a reasonable fee provided arangements are made with office staff before delivery. Unless arrangements are pre-made all goods will be left neatly stacked in a single area. Upon pick-up, tables, chairs, and other rental items should be gathered and re-stacked in the same area to avoid confusion.
Can I make changes to the order?
Additions and changes to the order must be made 48 hours prior to delivery or pick-up and they are subject to availability.
What is your cancellation policy for tent orders?
All tent orders that are cancelled within six weeks of the function will be charged a 30% cancellation fee. If you cancel within 48 hours you are responsible for the full cost of the rentals. We also have a stand-by policy for our tents. We will hold a specific tent on a specific date for you. If teh tent is not required then we do not deliver the tent, but keep your 30% deposit.
What is your cancellation policy for other orders?
In most cases there is no penalty, we ask only that you notify us at least four days prior to the event. If, however, you've placed an order and upon delivery you decide to cancel, the full rental charge would apply.
Will I be credited for equipment I returned unused?
Unfortunately not. All rentals that leave our warehouse must be cleaned upon return whether it was used or not. This is a health regulation we strictly adhere to and hope you will appreciate. We must therefore, charge for items regardless of whether they were used.
Do I have to wash dishware and glassware?
We take care of all the washing for you, but rinsing or scraping dishes of all food is required. All dishware/cutlery should then be returned in the shipping container provided. All glassware should be emptied and replaced brim up in the crate provided. A 15% minimum surcharge will be applied to all goods returned not properly rinsed. Please protect items from harmful conditions.
Do I have to wash the linen?
No, please do not attempt to wash the linen. As with dishware, all linen is washed upon return whether it has been used or not. We request that they are shaken free of debris (confetti, food particles etc.) and are packed in the cloth bags provided. Please do not pack used linens in plastic bags as they will rapidly mildew. The damage waiver may be accepted for linens but it does not cover preventable damage such as candle wax, defacing, mold, cigarette and sparkler burns.
How many glasses do I need?
We recommend one and a half, to two glasses, per person. If you were serving water, wine, and mixed drinks to 100 people, it would be best to have at least 150 of each type of glass on hand (goblet, wine glass, and old fashioned).
Do you offer decorating services?
Yes, we have many photos, ideas, sources and experience to help you plan your event. We do it all from a single birthday balloon or wishing well to a fully decorated event for 1000s of people.
There are three different levels of decorating service that we offer:
Do-it-Yourself- You rent and purchase goods. Rental items are picked up a day or two prior to your event and returned the following business day.
Do-lt-Yourself-With-Help- We plan a package together (design/colour). We can custom make it for you so all you have to do is install it.
Example: Head table with tulle, ivy, and mini-lights (items would be pre-measured and assembled ready for you to attach to head table).
Full Service Decorating- Together we design the look that you want. Thompson Tents delivers, installs, disassembles and cleans up after the event.
What methods of payment do you accept?
We accept checks (for deposits or 4 days before pick up or delivery), cash, interac, Visa, MasterCard, and American express.
