Delivery & Pickup Policies
What to expect from confirmation through delivery management, onsite delivery, venue access, and pickup.
1. Standard Courtesy Delivery
Standard Courtesy Delivery is our normal routed delivery service. Equipment is scheduled to arrive before the event as part of the day's delivery route.
Exact arrival times are not guaranteed with Standard Courtesy Delivery. Customers should not schedule rehearsals, decorating crews, vendors, installers, or other time-sensitive activity around a specific arrival time unless a separate Time-Specific Delivery service has been arranged.
You do not need to be home for delivery as long as our driver has clear, safe access to the approved delivery area.
Your assigned Senior Driver / Delivery Manager will coordinate the route and provide additional communication as the delivery approaches.
2. Peace of Mind Delivery
Optional Earlier DeliveryPeace of Mind Delivery is an optional earlier-delivery service. Choosing it adds an additional one-day rental charge to each rental item on the order so the equipment can be delivered one day earlier than the normal Standard Courtesy Delivery schedule.
This gives you additional time for setup, decorating, rehearsals, vendor coordination, or simply the comfort of having the equipment onsite earlier.
Example: Saturday Event
Peace of Mind moves your delivery one day earlier than the normal Standard Courtesy schedule.
You get additional time for decorating, rehearsals, setup, vendor coordination, or simply the comfort of knowing the equipment is already onsite before the event.
3. Time-Specific Paid Delivery
Reserved TimingTime-Specific Delivery is used when a venue, residence, event, or access restriction requires delivery at a committed time or window.
Because the delivery route must be built around that commitment, this is a paid premium service. A specific time is only considered guaranteed when it is shown as an approved Time-Specific Delivery service on the order.
The exact Time-Specific Delivery charge must be quoted and approved in advance and should appear on the order before the event.
4. Before-Hours & After-Hours Service
Deliveries or pickups requested outside normal operating hours are considered special scheduling services and carry additional fees.
These requests may require premium staffing, dedicated routing, changes to the normal delivery schedule, or holding other deliveries to meet a specific timing requirement.
The exact charge must be quoted and approved in advance. Any approved before-hours or after-hours commitment should appear on the order before the event.
After-midnight service: if a venue or event requires our crew to perform a delivery or pickup after midnight, the applicable after-hours service charge is doubled.
5. Delivery Management Handoff
As your order approaches delivery, responsibility for delivery and pickup is formally transferred from the sales process to your assigned Senior Driver / Delivery Manager.
Your assigned Senior Driver is the highest management-level team member responsible for your delivery and pickup. Once this handoff occurs, they have authority over the execution of the delivery, including timing, routing, access, placement, onsite logistics, and pickup coordination.
They have access to the full history of your order, including your signed rental agreement, revisions, emails, text-message conversations between you and your sales representative, delivery instructions, access information, and relevant internal notes.
From this point forward, delivery-related questions, changes, and coordination should be handled directly with your assigned Senior Driver. This keeps one management-level person in control of the delivery plan and helps prevent conflicting instructions or duplicate communication.
If anything appears different from what was previously discussed, your Senior Driver can review the order history and signed agreement with you and determine the appropriate next step.
6. Texting Your Senior Driver
Text is generally the best way to reach your assigned Senior Driver while the route is active.
This allows the driver to quickly pull up the correct order and communication history.
Your driver may not respond immediately while actively driving, assisting another customer, or training another driver. They will respond as soon as they are safely able.
7. Delivery Access
Customers are responsible for providing accurate delivery-access information before the truck arrives.
For security, access-completeness may be confirmed in customer communications without displaying sensitive gate or entry codes. Detailed codes remain available internally to the delivery team.
If your residence, community, venue, or property uses a manned security gate, please make sure our delivery team is on the approved access list before the truck arrives.
We have had drivers turned away because security could not verify access and the customer did not answer the phone when security attempted to call.
Being left off the security list can delay your delivery, disrupt the route, and affect other scheduled customers.
If our driver is turned away and must leave to continue the scheduled route, an additional charge will apply if we have to reroute back to your location later in the day or after the driver completes the route. This may include additional travel, driver time, and route-recovery costs.
8. Venue Deliveries & Event Access Time
If your event is being held at a venue, you must confirm the venue’s access window, setup time, breakdown time, and required equipment-removal time before finalizing your rental order.
Venue scheduling is separate from our delivery schedule. A venue may allow your event at one time but restrict when vendors and rental companies may enter, begin setup, or remove equipment.
- What time can rental equipment begin arriving?
- How many setup hours are included in your venue rental?
- Is there an additional charge for earlier access or extra setup time?
- What time must all rental equipment be removed?
- Can rental equipment remain overnight?
- Are there overnight storage or holdover fees?
- Does the venue require a loading-dock reservation, security check-in, or elevator reservation?
Some rental items require substantial setup time, especially dance floors, stages, lighting, tents, arches, and larger equipment packages.
If your venue only gives you a short setup window, that may not leave enough time for your rental crew, decorators, caterers, photographers, and other vendors to complete their work before the event begins.
Not reserving enough venue access time can seriously disrupt your event timeline.
When your venue offers additional setup hours, we strongly recommend purchasing enough time to allow all vendors to work safely and without being rushed. In many cases, paying for extra venue access is worth the cost compared with the risk of delayed setup or an event beginning before preparations are complete.
Venue Timing Must Be Shared With Your Senior Driver
Once your order enters Delivery Management, your assigned Senior Driver must know about any venue-imposed timing restrictions.
If the venue requires a specific delivery time, specific pickup time, early access, after-hours access, overnight storage, same-night removal, loading-dock reservation, security check-in, or elevator scheduling, those requirements must be communicated in advance.
A venue restriction that is not disclosed until the driver arrives can disrupt not only your delivery, but the route and scheduled service for other customers.
Overnight & After-Midnight Service
If large equipment such as dance floors, stages, or similar installed items must remain overnight, any venue-imposed overnight charge is the customer’s responsibility.
If the venue requires our crew to perform a delivery or pickup after midnight, the applicable after-hours service charge is doubled. Any special timing requirement must be communicated and approved in advance so the correct staffing and route can be scheduled.
9. Pickup Planning
Your order will show a scheduled pickup date. Unless your order includes a specific paid pickup commitment, pickup timing may be adjusted as routes change.
Please keep rental equipment accessible, organized, and ready for pickup on the agreed date. If pickup flexibility is available, your Senior Driver may coordinate that directly with you.
10. Review Your Order Before Delivery
Before delivery, please review your order carefully and confirm:
- Delivery date
- Exact delivery address
- Pickup date
- Delivery-service type
- Items and quantities
- Important access or placement information
We need the exact address where the equipment will be delivered and used — including the correct street number, street name, suffix (Ave / Rd / Ct / Dr / Ln / St), city, ZIP code, and venue or business name when applicable.
A small address mistake matters. We do not want to deliver to a neighbor because “Ave” was entered instead of “Ct,” or send a truck to a relative’s house in Chandler when the equipment is actually needed in Surprise.
If your billing, home, venue, or event address is different, make sure the delivery address on the order is the actual location where the rental equipment is going.
Additional charges may apply when incorrect or incomplete information provided by the customer results in extra travel, a second delivery attempt, rerouting, extended driver time, or other avoidable costs.
If anything is incorrect, contact your assigned Senior Driver as soon as possible and include your ORDER NUMBER.
11. Your Signed Agreement Still Applies
These delivery policies explain how delivery management works, but they do not replace the terms of your signed rental agreement. Your signed agreement, approved order revisions, and any documented paid service commitments remain part of the order.