FAQs

Rental information & policies

Robinson strives to ensure complete customer satisfaction. To help ensure your satisfaction, we have provided a list of common questions to help guide our clients. Should you have any additional questions please contact a Robinson representative. We look forward to supporting your special day.

If I need something that is not on your website, can you get it for me?

Yes, Robinson specializes in custom builds-from furniture to floral or team thrives on supporting all your custom needs. If you dream of something you cannot find on our website our coordinators can help.

What is the length of the rental period?

Rentals are considered for single event. Depending on access to venues items can be delivered one day before and picked up to 1 day after the event. Our coordinators will work with your team for the most flexible and cost-effective delivery timing for your event.

Should you require a longer rental period please contact us and we would be happy to tell you about our multi-day/long term rates.

Can I adjust my order?

Robinson realizes that changes in quantities occur as event details finalize. We recommend orders to be finalized at least 7 business days’ before your scheduled event to ensure you order is properly built, packed and checked for your event on time. Last minute changes to an order cannot be guaranteed due to earlier reservations from our other clients. Please reserve your items well in advance to guarantee availability.

Returns

Please check items for loss and or damage prior to returning to ensure all items and packaging are accounted for. Drape, tablecloths, runners & napkins -Fabric must be dry to prevent mildew, free of any wax, food or confetti. Please do not mix dirty and clean fabric. Please let us know if fabric is dirty and separate out dirty & damp fabric.

What are your hours and rates of delivery?

Normal delivery hours are 7 am to 5 pm daily Monday - Saturday. Deliveries can be made 24 hours a day with additional fee for deliveries outside normal hours. Delivery times are based on a 4 hour window of delivery. Should you have a time sensitive delivery please let your coordinator know. Additional fees may be applicable for time sensitive deliveries, difficult move ins such as stairs, grass, hills, lack of docks or road access, hand carry or forklift required. Additional fees will be determined based on scope of order and time window available.

Are there order minimums for delivery?

Orders must be over $150 in items to qualify for delivery. Robinson supports rentals across Southern Ontario. We support events across Ontario. Long distance deliveries have a special rate which is generally based upon a per kilometre charge.

Do I qualify for a refund if I do not use all my rental items?

All rental items are charged for their time out of the warehouse, not by use. Rented items are removed them from inventory for other customers. Refunds or reductions are not applicable should items not be used.

What is your broken and/or missing items policy?

Events are hectic and at times it is easy to misplace or forget items. Upon return to our warehouse all items are recounted and checked for damages. In the event rental items are missing you will be contacted by to arrange for their return. Replacement charge will apply to items that are not returned and/or damaged. Replacement charges vary by item.

Can deliveries be made without an onsite person to accept?

Robinson recommends having someone present at the delivery location to accept rentals to ensure that all rentals are present and safe. If your team is unable to be onsite to receive rentals Robinson will deliver items to an unattended venue if there is a sheltered location for delivery. The client is responsibility for these rental items time they are dropped off until the time they are picked up.

Do you have a showroom?

Yes. Robinson has a showroom location in Caledon. Our showroom is open by appointment only from 10 am to 4 pm Please call our offices at 905-417-7789 to book an appointment time with one of our coordinators and let us know which items are of interest to you.

Do you offer last minute rental service?

Last minute rental service is possible although we do not recommend it. We will do our best to support your last-minute requests. Please call directly 905- 417- 7789 for your requests during office hours: Monday-Friday from 9 am - 5 pm.

What happens if I return my rental equipment late?

If you will be late returning items, please let your coordinator know as soon as possible so alternate arrangements can be made for other clients if necessary. Late fees may apply as fees are based on a single day rental.

What is your cancellation policy?

A 75% restocking fee will be charged to events cancelled within 24 hours of the scheduled event. This fee covers the labour cost of the preparation, loading and restocking of the rentals for your event. Rented products are reserved for your rental limiting their availability to other clients. Please make the last changes to your order at least 4 business days’ before the scheduled event. Any adjustments(cancellations) 48 hours prior to an event will be subject to a restocking fee of 25 %. Custom orders such as floral and graphics are non-refundable. Carpet orders are subject to a 50 % restock fee after order confirmation.

Are there restrictions on picking-up rentals?

Items must be picked up in appropriate vehicles to secure items within their appropriate cases. All vehicles must be enclosed and large enough to securely hold the items you are renting. We suggest appropriate protective materials for packing.

What am I responsible for when renting items?

Responsibility of the rented items remains with the client from the time of delivery until the time of return/ pick up. Please ensure rentals are secured when not in use and protected from the weather. Charges will be assessed for missing, broken or damaged items, as well as linens and carpet which are lost, torn, burned or soiled beyond cleaning. The full replacement value will be charged in addition to the rental charge incurred for usage.

How can I pay for my items?

Robinson accepts the following forms of payment:

• Interac E-transfer: please send it to Lori@robinsonshowservices.ca
• Credit Card: If you elect to pay by credit card, your credit card will be charged within 24 hours - 3% charges on all American Express orders
• Cash: Payable in person only
• Certified Cheque
• Wire Transfer: Customers can contact us for information A credit card number valid through the date of the event must be provided at the time of booking, it will be charged in the event of lost/damaged property.

Details for rental pickup

Unless special arrangements have been made prior to your pick-up, rental items can be picked up between 9 am-4 pm weekdays. Any damages occurring during transportation to and from your event site are the responsibility of the renter.

Our warehouse is located at 2066 Concession Rd 3,Palgrave, ON L0N 1P0. This location has standard loading docks as well as a ground level entry for deliveries. All pick ups occur from rear docks.

When and how should I place my order?

Orders are reserved for rental on a first-come, first-serve basis so we recommend booking as soon as possible. For large-scale events such as weddings and corporate events, we suggest booking your order at least 3-6 months in advance. For smaller events, it is recommended that you book 2-4 weeks before the date of your event. In order to help make your event as easy as possible to host, booking your rentals as soon as possible will ensure that you get your first-choice rentals for your special day.

An estimate of services will be emailed to you by our coordinator. To secure booking, this must be signed with a 50% non-refundable deposit to reserve rentals. The remaining balance of your order is due the day before your event.

Are there order minimums for warehouse pickup?

Showroom orders must exceed $50.00.

What happens if I return a damaged item or lose an item?

The return of rentals in their original condition is the responsibility of the client. Non-returned rental items will be billed to the client at replacement value. Damaged items will be billed back at repair or replacement cost depending on nature of damage. A valid credit card is required as security for any potential damage or loss.

Can delivery teams set up the rental/decor items?

Delivery does not include setup. However, set up and dismantle of items can be arranged. Please contact your coordinator for specific information and fees.

Delivery to site

For time sensitive deliveries, difficult move ins i.e. stairs, grass, hills, lack of docks or road access, hand carry or forklift required, additional fees may apply.