Frequently Asked Questions
Avalon Event Rentals aims to make your event planning and event rental process as smooth and stress-free as possible. To facilitate that, we have answered all our most frequently asked event rental questions here. Cannot find the question and answer you are looking for in our list of FAQs? Just give us a call in Kelowna at (250) 861-1575, or Vernon (250) 541-0945.
You can never plan too early to ensure availability. All rentals are based on a first come, first served basis.
Most prices quoted are for a daily, (single use) event. If your needs are longer term, please call our office for pricing. Items returned unused will not be refunded.
Yes, we do require a 50% non-refundable booking fee. Your booking fee is applied to the total of your rental bill.
The balance must be paid in full before the rentals are released or delivered. We accept cash, Visa, MasterCard, e-transfer and company cheques. All credit card charges are subject to a 3% service fee. We also require a credit card on file as security on all rental orders.
Reductions in quantity up 20% of the originally booked amount are accepted without penalty up to 7 days prior to the event. Changes after 7 days will incur the rental fee. The purpose of this policy is to ensure accuracy in your order. In the event of cancellation, the booking fee will be forfeited.
Responsibility for rented equipment remains with the renter from the time of receipt until the time of return. When returned, all dinnerware, flatware, and glassware should be free of foods and liquids, and sorted and repacked in the same containers in which they were received. Linens should be food free, and dry to prevent staining and mildew. Please ensure that all equipment is secure and protected from the weather while it is in your possession. Charges will apply for damaged, broken and missing items including packaging materials.
* Note: Please ensure your order is complete. We do our best to make sure your order is accurately packed. If you discover any missing or damaged items, please contact us immediately as we cannot accept quantity disputes after an event is completed.
Delivery
You have rented your wedding or event tent and all the accessories to go with it, but now what? Who, what, when and how will it be delivered to your event? All your rental supplies delivery questions answered here - and rest assured that Avalon Event Rentals aims to provide a stress-free event delivery experience.
No, but if you will not be home to receive a delivery, we do require that you call us with instructions as to where to leave the equipment. Please advise us of pets, gates, etc. which may present a problem upon our arrival.
All standard delivery and pickup charges are based on a tailgate or ground floor delivery and pickup. If a delivery must be taken to a specific area, floor or upstairs, arrangements must be made in advance and additional charges will apply. Our staff is instructed to neatly stack the items in a mutually convenient location. Additional charges will apply if the rentals are not left for pickup in the same way they were delivered; tables and chairs disassembled, plates back in crates, glassware in racks, etc.
Delivery times will be set the afternoon prior to your delivery & pick up with the arrival between 8am-5pm. If a smaller timed window is required, you may request morning delivery (between 8am and 1pm) or an afternoon delivery (between noon and the last delivery of the day), or if a specific delivery time is requested, additional charges will apply. After-hours delivery as well as complete setup and takedown services are also available at an additional charge.
*All delivery orders must be paid in full before they will leave the warehouse. Orders which have a balance owing may not be delivered if we cannot contact you for payment.
Customer pick up and return
Once your reservation has been made you can pick up on the day determined and we will have your items ready for pickup in either our Kelowna or Vernon branch, depending on the pre-determined location.
- You can adjust your order up to one week prior. We allow for reductions of 20% of the original amount booked.
- You will receive a call approximately one week prior to your pickup date to confirm final number and payment. Once the order is confirmed we are no longer able to make reductions.
- Once the order is finalized, we will start packing your items.
Customer pickup day
- Your items will be available to collect once our office opens and can be picked up anytime that day during business hours.
* Please park in the loading zone and check in with the front office. - It will be your responsibility to load your order but if needed Avalon will assist with heavier items.
* Avalon will not be responsible for any damage caused during loading or unloading or transport.
* Please ensure you have proper tie downs to secure the items.
Return Day
- Your items are expected to be returned prior to 11 am on the date due unless other arrangements have been made with Avalon.
- Please park in the designated pickup/return zone and check in with the office upon your arrival, and we will assist you in returning your items.
Missing items
- Please allow us up to two business days to have your items returned and counted.
* We will notify you of any missing items from your order and allow you up to 48 hours to locate and return them before any charges apply.
After the event
Your event is done and dusted; fun was had by all! But now what? Who, what, where, when, and how do all your rental items get returned? Avalon Event Rentals’ Return Policy strives to make the event rental returns process as easy as possible; all your post event rental return questions answered here.
Our Avalon Event Rentals team may pick up rental items after the event, or in the case of smaller orders, customers may return them to our Kelowna Warehouse at 2-1660 Powick Rd in Kelowna or Vernon warehouse at 4701 25 Ave Speak to our event specialists about your return options when ordering.
As you can appreciate, many people may handle the rental equipment before, during and after an event. Catering staff can misplace items, clean-up crews can throw things in the garbage, and the other possibilities are endless.
Missing items
Any items missing from your order must be reported to Avalon Event Rentals.
If at time of delivery items are missing from your order, please report the shortage to the delivery driver. If an item is discovered after the driver leaves, please call a Kelowna associate at (250) 861-1575 or Vernon associate at (250) 541-0945. If it is after standard business hours, please leave a message. We cannot accept delivery quantity disputes after the event.
The most challenging part of the event rental business is having missing equipment at the end of an event. It would be great if you as the client were present at delivery and/or pickup as well as return; however, quite often it is not the case. Generally, we are left to count in the items, and we often find shortages. When this happens, we as the rental company and you as the renter question what happened to the equipment. It is rare for us to miscount as we count when the order is filled, when it is checked and verified in the field and again when returned to the warehouse. In the event of a dispute, we will do an inventory re-count with you if you would like.
Linens
We provide "blue" linen bags to return linens to us and strongly encourage their use, as unfortunately linens have often been placed in garbage bags and mistakenly thrown out. As a rental company we can only work off the count-out and return count-in. The rest is beyond our control.
Quite often linens are returned with stains, wax damage or holes. Customers will be notified of this damage and for the most part the "damage waiver" will cover food stains. Unfortunately wax damage, burn holes/tears, pen marks are not covered by the "damage waiver." We do try to remove all stains, including wax and pen, but additional cleaning charges may apply. If the linen is deemed not re-rentable, it will be charged to the customer at replacement rates.
Missing Item Charges and Process
- Once items are identified as missing, we will contact you and inform you of the items and the quantity.
- We will ask that you try to find and return the items within 48 hours as we may need to re-rent these items following your event.
- If not returned, we will charge your credit card for the replacement.
On-Site Consultation – Auto CAD services
When planning a function, it is often easier to have one of our rental professionals on site to help you with your planning. We will measure and determine the appropriate tenting for your space and provide insight into any further details that you should consider when planning your event. Often simple things will be overlooked and with our experience we will try to ensure that all your bases are covered, and no unexpected problems will arise. Put our experience to work for you. After an on-site consultation we can provide you with a complimentary AutoCAD Design and Event Layout.
