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"Without your presence, attention to detail, ability to respond to last minute requests and professionalism, our success would not have happened."
Christy Wilson,
Sales and Marketing Manager
 
Delivery FAQ

Terms - Delivery FAQ

General Delivery Questions Answered:

What can I do if my order does not meet the minimum delivery order size? 

You are welcome to pickup and return your rentals directly from our North Shore Store or the Central Distribution . 50 Fell Avenue in North Vancouver. Alternatively, you can make arrangements to have a courier come pickup from our depot. Any courier arrangement must be made by you, the customer.


What type of service can I expect when the truck arrives for my scheduled delivery/pickup?

We offer a standard door-to-door delivery/pickup service. We do not offer set-up or take-down services of our rentals. For deliveries with extenuating circumstances, extra charges may apply. 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 pickup.

 

How should a delivery order be prepared for the drivers to pick-up?

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 knocked down, 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. 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 will be charged to the customer.

 

What if I am not present to receive my items at the location/venue when the truck arrives to deliver/pickup?

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 is communicated, in advance, with your Lonsdale Event Consultant. Always ensure the people 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 to their safety and security.


What if I require delivery or pickup outside of your regular 8am-5pm hours?

You can schedule a delivery and/or pickup anytime outside of our regular business hours, but an additional after-hours fee will apply.


Do you have out-of-town delivery and pickup service?

Yes, we deliver to several out of town locations; a minimum order size is required; please refer to the Delivery 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 Service Questions Answered:

What’s included with a Standard Delivery?

With a Standard Delivery, your Lonsdale Event Rentals driver will unload your rentals from the truck and stack them in a location that is accessible, unobstructed, level and is within approx. 50 feet of the delivery trucks parked location. These areas include: loading bay, grade level driveway, yard, open space or park, front door, lobby, porch or garage.

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.


What’s included with a Standard Pickup?

With a Standard Pickup, your Lonsdale Event Rentals driver will pickup your rentals from the address as confirmed with you, in a location that is accessible, unobstructed, level and is within approx. 50 feet of the delivery trucks parked location. These areas include a: loading bay, grade level driveway, yard, open space or park, front door, lobby, porch or garage.


How should I prepare for my Standard Pickup?

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


How can I keep my extra, onsite costs down?

Extra charges will apply for any unexpected labour, cartage or wait times. To keep your unexpected costs down, let your sales associate know all of the details pertaining to your delivery in advance. Anything that comes up on site is subject to extra fees.

 

Custom Delivery Service Questions Answered:

When does my delivery/pickup service change from a Standard service to a Custom service?

Your delivery is Custom when special services are required, such as: stairs, elevators, extra labour, wait times for access, set up or take down of tables and chairs.


What’s included in a Custom Delivery/Pickup service?

Unloading/reloading and stacking of your rentals to the address and location specifically noted in this agreement. Drivers will note arrival time at assigned location. The first 15 minute interval is provided as our standard service. Labour charges will begin thereafter, in 15 minute increments. Labour billing will end once the drivers reach their vehicle to leave. This will be supported by GPS tracking of our trucks.


What is not included with a Custom Deliver/Pickup service?

Set-up, take-down, installation & equipment connections or disconnections are not included services, unless specifically agreed upon, in this disagreement.

 

After Hours Delivery Service Questions Answered:

What is an After Hours Delivery/Pickup Service? 

Your delievry or pickup becomes an after hours rate when delivery or pickup is required outside of our regular business hours of Monday to Sunday, 8am-5pm. See below for to see if your oder is a Standard After Hours Service or a Red Eye After Hours Service.


What's included with a Standard After Hours Service? 

A Standard After Hours Service applies when delivery or pickup is scheduled between 5pm-10pm or 5am-8am, Monday to Sunday. With this service, your Lonsdale driver and driver assitant will unload your rentals from the truck and stack them in a location that is accessible, unobstructed, level and is within approx. 50 feet of the delivery trucks parked location. These areas include: loading bay, grade level driveway, yard, open space or park, front door, lobby, porch or garage.

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.

The After Hours rates include one (1) truck, one (1) driver and one (1) drivers assistant. Should a second, or third truck be required, additional rates will apply. 
 

What's included with a Red Eye After Hours Service? 

A Red Eye After Hours Service applies when delivery or pickup is scheduled between 10pm-5am Monday to Sunday. With this service, unloading/reloading and stacking of your rentals to the address and location specifically noted in this agreement. Drivers will note arrival time at assigned location. The first 15 minute interval is provided as our standard service. Labour charges will begin thereafter, in 15 minute increments. Labour billing will end once the drivers reach their vehicle to leave. This will be supported by GPS tracking of our trucks.

The After Hours rates include one (1) truck, one (1) driver and one (1) drivers assistant. Should a second, or third truck be required, additional rates will apply. 

 

For more information, please call 604.422.8999 or email events@lonsdaleevents.com and a store associate will be happy to help you!

© 2005 - 2017 Lonsdale Event Rentals. All Rights Reserved. 8010 Winston Street, Burnaby, BC, V5A 2H5. 604-422-8999

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