|Frequently Asked Questions|
The following questions cover many of the issues that arise on a regular basis. You will receive Terms and Conditions of Rental that form our contract. Read that document carefully. It governs the transaction. For a listing and prices of our complete inventory and pictures of many of our rental items, check our product inventory.
How do I reserve equipment?
You confirm your reservation with a minimum, non-refundable Reservation Fee of 50% of the Invoice Total and by signing and returning the Rental Proposal. Your signature acknowledges receipt of this document and the Terms and conditions of rental and acceptance of such terms. Unsigned, the rental Proposal expires three (3) business days after the order or revision Date, as applicable.
Can I change my reservation?
You may change a confirmed order or cancel it until seven (7) calendar days prior to the Delivery Date. After the order is confirmed, If you cancel the order or a reserved tent, ELM will retain your 50% Reservation fee and /or 50% of the tent price. From six (6) days prior until the day before the delivery date, you may add items to your order, subject to availability. If you need less than you ordered, we can adjust the quantity of items we deliver, but you remain responsible for the invoice total as of the confirmation/ cancellation date.
When and how do I pay?
Payment in full is required seven (7) calendar days prior to the Delivery date. At the time full payment is made, we also require a security deposit of up to 100% of the estimated total rental fee, with a minimum security deposit of $25.00. The security deposit may be paid by cash, check, or by authorizing celebration to reserve the amount on your credit card. Debit cards are not accepted for the security deposit. We will return any security deposit to you within ten (10) business days following the return of the rental equipment in damaged condition or not returned at all, celebration will apply the replacement cost to the security deposit. If the security deposit is insufficient, you are responsible for any outstanding balance due payable within fourteen (14) days after the event date.
Are there delivery charges?
We offer delivery and pick up for an order with an equipment total of more than $50. Any charges depend on your location, the number and types of items you are reserving, and the time and date of the delivery or pick up. Deliveries and pick up’s outside our normal business hours are available for an additional charge.
How do I contact you if I have a problem while I have the equipment?
Your satisfaction is our number one priority. When your equipment arrives, make sure you understand how to operate it. We are available 24 hours a day during your rental term. If you have a problem with your equipment, call us at 626-856-1500. After hours, your call will be forwarded to voice mail. Please leave your name, number, and a message concerning your emergency situation with an existing order. A staff member will return your call.
What are ELM’s hours of operation and where are you located?
Our office hours are Monday – Friday, 8:30 a.m. to 4:30 p.m. Our delivery hours are 9:00 a.m. to 4:00 p.m., Monday – Friday and Saturday, 9:30 a.m. to 3:00 p.m. We are located at 15251 Nubia Street, Baldwin Park , CA 91706.
What about delivery and pick up schedules?
We make every effort to accommodate your schedule when making our routes. If you have a cell phone number, we can call you so you can meet us. Our practice is to call the next location when our staff leaves the previous location. We usually finalize our schedules the afternoon before, so feel free to call to see where you are on the schedule. We appreciate your patience in the event of unforeseen circumstances that require us to deviate from our plans.
What are my responsibilities while I have the equipment?
All rental equipment is and remains the property of Event Logistics Management, LLC and is to be used only by you for the event/time for which it is rented. You reserve the equipment for a specific time and are responsible for the Invoice Total, even if you do not use the equipment.
Do I have to wash the linens or dishes before I return them?
No. Rinse all dishware, flatware, and food service equipment. Return these items and glassware to the containers/packaging materials in which they were delivered. If you cannot rinse these items or want us to do it, please tell us at the time your order is confirmed and we will add a dirty dish charge. Return linens in the bags provided, dry and free of food, wax, and debris. Return tables and chairs free of soil and tape. Please do not use staples or nails on the tables. Return a charcoal grill cool and free of charcoal and ash. If these items are returned otherwise, you will be charged a fee for us to process them for you. Prior to pick up, all items should be placed together in an accessible area, all preferably where we delivered the equipment.
What about stairs, elevators, and other obstacles?
All deliveries and pick up’s are to first floor locations, unless you specify otherwise. We must charge a fee for other locations. If we arrive to deliver or pick up and encounter stairs or limited access that were not identified when the order was confirmed or if no one is present at the event location, our drivers will call the office for instructions on how to proceed. You will be responsible for any additional charges necessary to address the situation. Our normal procedure is to deliver the equipment to your location and pick it up after the event. We will gladly set up and /or take down our tables and chairs, if you have arranged for us to do so for an additional charge. Tents, staging, pipe and drape, and dance floor pricing includes set-up and take-down charges.
Why is it important that I know how many of each item I receive and return?
We make every effort to assure an accurate count of the equipment you rent from us. When we deliver the equipment, you should check our count against the delivery manifest before our drive leaves or before you leave our office. If you are not present at the time of delivery, you will be deemed to have accepted our count. You will be responsible for any discrepancy in the count at the time the equipment is returned to us.