Frequently Asked Questions
How to Reach Us
Visit Our Showroom: 21950 Carneros Lake Lane, Suite #1 Sonoma, CA 95476
If you have an emergency during non-business hours, please call our emergency line at 415-902-4212 or 415-999-5419.
Our Sonoma Showroom is open Monday-Friday 9 am to 5 pm and Saturday by appointment only.
Scheduling a Showroom Visit
While our showroom is open to the public Monday-Friday, we do suggest making an appointment. To do so, please email email@example.com or call 707-343-1945.
When to place an order
Due to the unique and one of a kind nature of much of our inventory and to ensure all of your requested items are available, it is important to place your order as far in advance as possible.
How to place an order
We suggest that you begin by checking product availability for your event date and create a preliminary order through our online shop. Once an online order is submitted, someone from our team will reach out within 24 business hours to finalize the specific details of your order. You can also email your order directly to us at firstname.lastname@example.org.
Rental periods and rates
Our base rental rate is 1-3 days. Orders requested for longer than 3 days will be processed as a separate order and are subject to additional rental fees.
A 50% deposit is required on all confirmed orders, this will be collected after you have been contacted by an event coordinator and your order total (including delivery, labor, setup and optional Damage Waiver has been calculated). The remaining 50% is due seven (7) business days before the order is scheduled to leave our warehouse.
Can I change my order?
Changes to your order can be made up to 7 business days prior to the day that your order is scheduled to leave the warehouse. Requested changes are based on availability only.
What is the cancelation policy?
Order cancellations can be made up to 14 business days prior to the day that your order is scheduled to leave the warehouse. Cancellations made within the 14 day period are subject to the loss of the initial deposit, and cancellations made within 7 days are subject to loss of 100% of the total deposit.
Minimum Orders and Meeting Delivery Requirements
In order to meet our delivery requirements, our minimum order is $1000. Please work with your event consultant to customize an order that meets your needs and the parameters of this requirement.
What are our delivery rates?
Our standard delivery rates are based on 4 hour time periods. Please contact your event consultant for a delivery quote specific to your event and local delivery zone.
Where do we deliver?
We serve and deliver to all counties in the Bay Area: Marin, Sonoma, Napa, Solano, San Francisco, Alameda, Contra Costa, San Mateo, Santa Clara, and further beyond.
When do we deliver?
We deliver Monday – Saturday between 8am – 5 pm. Additional delivery times are available upon request at additional costs.
How will I know when to expect my delivery?
Your event consultant will work with you to determine the 4 hour delivery period that works with your event and any associated venue restrictions. As your order approaches the venue, our team will call 30 minutes prior to delivery.
Do you offer set up and break down?
Yes, our specialty items require set up and break down from our skilled setup team.
How big are your delivery trucks?
Each of our delivery trucks are 24 feet long.
Can I arrange to pick up my order?
Due to the special nature of our inventory, most orders require delivery and pickup. Select items and small orders are available for will-call at our Sonoma warehouse, please inquire with our team about your specific order.
For any orders designated for will-call, the renter is responsible for all damage incurred to rental items, including but not limited to the Renter’s vehicle(s), as a result of loading and unloading per the Renter’s request.
Do you ship?
Because of the unique and one of a kind qualities of our collection, we do not ship. Our items are only for rent in Northern California; please inquire about your specific location and its delivery fees.
Do you offer a damage waiver?
We offer a 12% damage waiver to cover potential product damage. The waiver is not insurance and does not cover:
- Rental items never returned
- Damage resulting from vandalism or intentional or improper misuse
- Damage resulting from failure to secure Rental Items during transport, overloading or exceeding the rated capacity of the Rental Items
- Damage to motors or other electrical appliances or devices caused by artificial current
- Any damage resulting from overturning
- Any damage resulting from use of the Rental Items in violation of any provision of this Agreement or violation of any law, ordinance or regulation
- Any damage due to weather
- Any Damage to third-party rental items
How do you handle product damages or shortages?
Damaged or misplaced items are subject to replacement fees. In the event that items are confirmed as missing or damaged, a separate invoice will be sent following your event.
How do you calculate replacement fees?
Replacement fees for damaged products vary by item and depend on the original value of the piece and its replacement costs, including freight and shipping and our ability reacquire it, as many of our items are vintage or one of a kind.
Interested in collaborating with us?
If you are interested in collaborating with us please email us more info at email@example.com.
Where do you source your items from?
We have carefully sourced our items from both global resources and local vendors.
Do you make custom items?
A wonderful thing about our company is how creative we can be—we have many craftsmen and artists ready to make things upon request. So if you have a specific vision you’d like to bring to life, please reach out to firstname.lastname@example.org with more information.
Do you sell items from your collection?
We do not sell any of our pieces. However, we do hold annual warehouse sales to make room for incoming product, so please sign up for our newsletter to stay in touch about these events.