Rental Process Questions

We accept Visa or MasterCard as payment. 

Debit/Visa, Debit/MasterCard, etransfers or cheques will not be accepted for payment. 

There are three easy ways to obtain a quote with Lonsdale Event Rentals. Choose the method that suits you best:

  1. Add items to your shopping cart here on our website.
  2. Email us at [email protected]
  3. Call us at 604-422-8999

We will respond to you with any questions and to see if you’d like to proceed within 1 business day. 

Once you are ready to confirm your rental order, as seen, give us a call to provide your credit card (VISA or MC only at this time). Once we have your confirmation, your items will be held for the dates requested. Please note that without your confirmation via Credit card on file, items are not being held for you at this time and can be booked by another event organizer.

We will email you a copy of your confirmed rental order for your review. It is important to review all details, including; rental dates, items, quantities, delivery address and times for accuracy. 

You can expect to receive a call when the driver is en-route, to the number provided for the onsite contact. Our drivers call when they are leaving their last location, so this could give you 5 minutes or 45 minutes notice. Please ensure you are available during your full scheduled delivery window, or provide us with no-contact instructions. 

You can expect to receive a call when the driver is en-route, to the number provided for the onsite contact. Our drivers call when they are leaving their last location, so this could give you 5 minutes or 45 minutes notice. Please ensure you are available during your full scheduled pickup window, or provide us with no-contact instructions. 

Unfortunately, we no longer have a customer pickup and return depot at your new location. As such, we have made our local delivery and pickup fees more affordable.  Please speak with your Event Rental Specialist for more information, or Contact Us here. 

Once your rental order has been picked up, it is brought back to our warehouse for processing. Our team performs a thorough count back of your items against your rental order. Any outstanding payments or refunds will be processed and a final receipt will be emailed to you. 

We then look forward to the opportunity to work with you again soon!

Revisions & Cancellations Questions

Absolutely, order changes are still permitted to your rental order while it is in the reservation stage.  Every change must be reflected in a PDF copy and emailed back to you for your review. It is your responsibility to confirm correct rental information on the most up-to-date / recent reservation.  Any changes not reflected on the reservation will not be honoured.

Details changed via email or phone cannot be guaranteed unless changes are captured in a copy of the reservation emailed back to you.  Please be sure to review this carefully. Should any conflict arise, the latest copy emailed to you will be honoured.

It is our practice to always follow up with an updated PDF of your rental order for your review. If you haven’t received an email from us within 24 hours, please contact us so we can go over your email address for accuracy. 

You may also need to check your junk mail folder as we do sometimes end up in there.

To ensure availability and your peace of mind – we strongly recommend that new orders and order revisions be made well in advance. 

To avoid cancellation fees, please communicate any changes to us by 5pm, three (3) business days before your scheduled delivery date. Additions should be communicated to us and confirmed back by 3pm, one (1) business day before your order out date in order. Any changed to payment credit card on file must be communicated prior to payment being processed (two (2) business days before the order out date, in the AM. 

Reductions or cancellations requested within two (2) business days will be subject to a cancellation fee. 

Any cancellations of items or entire order communicated to us after 5pm the day prior to your delivery date are subject to 100% fees, including transportation costs as the trucks have already been routed. 

Payment Questions

We do not take a deposit at time of booking, but full payment is due two (2) business days before the scheduled order out date. 

We process full payment on the credit card provided at time of confirmation two (2) business days before your scheduled order out date. 

Any changes to the payment credit card, must be emailed or called in by 8am two (2) business day before your rental order out date to avoid any additional fees. Any change to the payment credit card requested two (2) days or less before the order out date will be subject to a processing fee of $25.

No changes to the payment credit card is available after the order has been delivered or picked-up.

You may see a second charge for a number of different reasons; mainly though, because we process payment two (2) business days before the order out date, as sometimes our clients still add more rental items thereafter. We would then process this outstanding balance again, so that the order is completely paid up before leaving the building. 

Another reason could be that there were missing or damaged items noted during the countback process. As stated in our terms and conditions, these replacement costs are the responsability of the renter to cover. 

If you are ever unsure, please do not hesitate to contact us via our website chat or at [email protected] 

Rental Rates Questions

Our rental rates are for 1-4 days out of our building. Each day thereafter is charged at an additional 25% of the rental rate. 

Some flexibility may be available for extended rental rates depending on the season and availability of products.  We are typically able to offer a long-term rental discount for rental orders 3 or more weeks long. 

Yes, our listed rental prices are the base price for each item.

Sicne we have held your rental items for you and your event for the rental period discussed, therefore, these items have not been available for others to rent during this time, returning early would not qualify for any refunds. 

Please let us know as soon as you do as the rental items on your order are only being held for the current dates. We will need to check our system to ensure the items are available for your new dates before we can confirm the rental extension. Sometimes this is not possible and we may be unable to extend the dates. If you think you may need items longer than anticipated, it is best to book your order up to those dates to be safe.

We are closed Sundays and all statutory holidays. We will arrange for your order to be either delivered or picked up on the day prior or day after the stat holiday, and will happily waive the extra rental day  from your rental period. 

After My Event Questions

Unfortunately, once the items leave the building, full fees apply. 

Prior to the start of your scheduled collection window, all equipment should be free of food and replaced in their appropriate containers.

  • Linens should be dry and refuse free to prevent mildew and staining, and placed in the linen bag provided for their return.
  • Tables, chairs and other rental items should be folded and gathered in a single location for a convenient pickup.

Responsibility for rented items remains with the customer from receipt to driver collection. Customers are responsible for all breakage and lost equipment including containers, with payment due upon return.

Replacement Cost Questions

We do offer an optional damage waiver, which is exclusively a damage or breakage waiver; it is not insurance and does not cover loss or theft.  The waiver equates to 8% of the total rental order and allows for up to $150 of damage or breakage. The waiver must be added to your rental order before the items leave the building to qualify. 

To be eligible for coverage, proof of damage or breakage is required. Approved forms of notification include, by phone or email to [email protected] that breakage has occurred. Please note that anything notified to us after the closed contract has been emailed out will not qualify or be refunded. 

For missing, damaged or broken rental items and/or transport containers the following will apply: 

  1. Missing items under $75 (excluding taxes) in replacement costs will be charged to the lessee’s credit card automatically.
  2. Missing items over $75 (excluding taxes) in replacement costs will be billed to the lessee and payment collected if items are not returned within the grace period of two (2) business days.
  3. Damaged or broken rental items will be charged the replacement cost upon inspection and during the contract closing process.  

If missing items are found after our driver has collected your the rentals. I would then be your responsibility to return found items to us in a timely manner to avoid additional rental charges.  We can return to the event location for a second driver pick-up for an additional transportation fee. 

If missing items are returned within seven (7) business days, you may be eligible for a refund on the replacement cost but the delinquent items are subject to extra rental fees for the additional days out of inventory.

Missing items returned on or after seven (7) business days will NOT be eligible for a refund nor credit of the replacement costs.  Our commitment to other rental orders would have required us to switch products or repurchase items missing from inventory.

General Delivery Questions

Your Event Rental Specialist can suggest products; for example, ice or napkins, that you may already need to bring your order value up to the required minimum for service. Alternatively, we can discuss a supplimental fee to bring your order to the required minimum value. 

We offer a standard front door delivery/pickup service. Standard delivery does not include set-up or take-down services of our rentals. For deliveries with extenuating circumstances, extra charges may apply. At collection, extra onsite labour charges will apply if equipment is not stacked and organized prior to our arrival, in the same manner as when the items were delivered, and ready for us to pick-up. 

If our team is unable to access the drop off or pickup location within your scheduled service window, as pre-arranged could result in a missed delivery or pickup and will need to be rescheduled as available by our team. A second delivery or pickup fees, as well as a same day service request fee (if applicable), will be charged based on the newly discussed day and time. 

Responsibility for equipment remains with the renter from time of receipt, to time of return. Items not meeting the following conditions are subject to additional fees:

  • Tables and chairs should be folding, stacked and ready for pickup.
  • All dishware, glassware, cutlery, serving items and similar should be scraped free of food and repacked in the same containers in which they were received.
  • Linens should be refuse-free and dry to prevent staining and mildew. Special breathable linen laundry bags and/or boxes are provided with linen orders; please return linen(s) in those containers. Linens returned in plastic bags will mildew rapidly and damages or knotted will be charged to the customer.

You are responsible for all arrangements with your location/venue to ensure it is accessible for both delivery and pickup, during the scheduled delivery time and window. If you will not be onsite for the delivery/pickup, please ensure your onsite contact has communicated, in advance, with your Lonsdale Event Rental Specialist. Always ensure those receiving your order are aware and are prepared for the delivery and pickup, as well as the onsite contact. If we are unable to access the site, the delivery/pickup must be rescheduled and additional fees will apply. If the items are to be left unattended, you, the customer, are responsible for their safety and security.

At this time, we are only offering service during our regular business hours. Your Event Rental Specialist can assist in finding alternative solutions within our business hours; such as a shorter window either at the end of the business day or a shorter window at the beginning of the following business day. 

Yes, we deliver to several out of town locations; a minimum order size is required; please refer to the Transportation Rate Table or contact us for more information. These rates are dependent on the specific location/zone, as well as any applicable travel fees.

Standard Delivery Questions

With a Standard Transportation Service, your Lonsdale Event Rentals driver will unload your rentals from the truck and stack them in a location that has been prearranged with your Event Rental Specialist at time of booking. 

Standard service includes drop off to and pickup from one specific pre-designated area at the address provided, near the trucks parked location. Up to twelve (12) stairs or one (1) flight at no extra fees. Details regarding elevators, added labour and setup or takedown options and rates can be found here

Please take note that set-up, installation & equipment connections are not included with the Standard Delivery Service by drivers. Please contact us for more information on this service.

With a Standard Transportation Service, your Lonsdale Event Rentals driver will collect your rentals from the  location that has been prearranged with your Event Rental Specialist at time of booking. 

Standard service includes drop off to and pickup from one specific pre-designated area at the address provided, near the trucks parked location. Up to twelve (12) stairs or one (1) flight at no extra fees. Details regarding elevators, added labour and setup or takedown options and rates can be found here

Please take note that take-down is not included with the Standard Transportation Service by drivers. Please contact us for more information on this service.

You should prepare all rentals as they were delivered to you. All of the rentals must be stacked, folded, bagged, and packaged into the containers each item was delivered in, tables and chairs must be knocked down, stacked and ready for pickup as well, prior to the truck’s arrival. Orders not prepared for pickup, may incur additional labour charges or drivers may need to return at a later date. Additional charges will apply.

Extra charges will apply for any unexpected labour, cartage or wait times. To keep your unexpected costs down, let your Event Rental Specialist know all of the details pertaining to your delivery and pickup in advance so we can discuss the relevant fees at that time. Anything that comes up on site is subject to extra fees.

Custom Delivery Questions

Your service  is Custom when special services are required, such as: +12 stairs, elevators, extra labour, wait times for access, rescheduled service, set up or take down of tables, chairs, tents or any other products or equipment.

If you require added services to your delivery or pickup, please discuss that with your Event Rental Specalist. 

After Hours Questions

An after hours service is a service requested outside of our regular business hours of Monday to Saturday, 8:00am – 5:00 pm. We do not offer this service at this time. 

Still have questions?

For more information, please call 604.422.8999 or email [email protected] and a store associate will be happy to help you!