Placing your Initial Order

Website Ordering

For non residential orders, please email our team or call our office. For residential orders, feel free to use our auto booking software. Once submitted, one of our Event Consultants will create a formal quote and email it back to you along with a link to our secure online payment portal.  If everything looks fine, you can just click on the payment link and pay a 50% deposit. Once we receive your deposit, we will turn your quote into a reservation and request a signature from you to complete the reservation. If you choose to reserve with a 50% deposit rather than with full payment, please note that your order will need to be paid in full at least 3 days prior to your event.

Phone Ordering

If you prefer to place your order by phone, just give us a call at 602-566-1560 Monday – Friday from 9-5 or Saturday from 9-1. One of our Event Consultants will be happy to assist you and answer all of your questions along the way. After the call, we will email you a copy of your quote along with a link to our secure online payment portal. Once you have checked your quote for accuracy, simply click the payment link and pay a 50% deposit. Once we receive your deposit, please sign the event agreement to fully confirm your order. If you choose to reserve with a 50% deposit rather than with full payment, please note that your order will need to be paid in full at least 3 days prior to your event.

Making Changes Along the Way

Adding items to your Order

You may increase quantities and make additions to your order up to 4pm three (3) days prior to your scheduled delivery or will call. In other words, if you are scheduled to receive your items on Friday, you can make additions up to 4pm on Wednesday – provided that we have the items available.

Decreasing items from your Order

You may decrease or completely cancel your order up to 4pm seven (7) days prior to your scheduled delivery or will call and receive a full refund for items canceled. In other words, if you are scheduled to receive your items on Thursday, you can cancel or decrease your order up to 4pm on the Thursday before your delivery or will call and be fully refunded.

A 50% cancellation fee applies to items canceled within seven (7) days of the scheduled delivery or will-call date.

We do not offer refunds for items canceled less than 72 hours before the scheduled delivery or will-call time.

Checking for Order Accuracy

Our Event Consultants are trained to communicate well and create orders with a high level of accuracy. Please carefully review your contract. If you make changes to your order, please double check each revised version. 

Delivery and Pickup & Will Call

Delivery to a Residence 

• Please make sure you have your cell phone handy in case we need to contact you.
• Feel free to call us for an ETA on the day before or day of delivery.
• If there is a guard or a gate, please notify the guards or give us the gate code.
• If nobody will be home during the scheduled delivery window, please make sure that your side gate is unlocked.
• Please make sure that there won’t be any pets in the yard when we arrive.
• If we are going to set up items for you, please make sure that someone will be there to direct our crew, if not, please supply  us with a diagram.

Pickup from a Residence

• Please make sure that the items have been broken down and placed where our delivery crew left them.

• Please check in and around your house for any items that might have gone missing.

Delivery to a Venue

• Please make sure you have your cell phone handy in case we need to contact you.

• Please notify the venue as to when and where we will be delivering the items.

• Please make sure you have provided us with a contact person at the venue.

• If we are going to set up items for you, please make sure that someone will be there to direct our crew, if not, please supply us with a diagram. If our team must move equipment due to last minute site map modifications, fees will be incurred. 

Pickup from a Venue

• Please make sure that all the items are accounted for and left in one spot so that our crew can easily find them.

• Please make sure that our contact at the venue is aware of when we will be there to pick up the items. Please make sure that the staff member is aware of where the items are being held prior to pickup.

Will Call

• You may send anyone to pick up your items, they will just need to provide us with the name that is on the order.

• Please make sure that the vehicle is suitable to pick up the items. If you have questions about this, please call us.

• Our Will Call staff will be happy to assist in loading and unloading. Please keep in mind that it is your responsibility to make sure that items are loaded correctly and that we are not responsible for any damage to the vehicle or otherwise.

Missing or Damaged Items

At a Venue

Please be aware that you are responsible to make sure that all of your rental items will be available for our staff to easily find and pick up. Please work closely with your point of contact at the venue to make sure this happens. Everything that you rent from us needs to be placed in one easy to find area so that our crew can easily find them at the time of pickup. 

At a Residence

Please make sure that all items have been accounted for and that they are in an area where our crew will be able to find them and pick them up. Please make sure that all items are kept safe and dry prior to pickup.

Damage, Loss and Rental Protection (RPP)

Loss

Please take all necessary precautions to avoid loss of equipment. All missing items, due to theft or otherwise, will be subject to charge for replacement cost. Top Event Rentals counts larger items at the pickup location and smaller items at our warehouse. You will be billed for any missing items when we close your contract. You will be immediately notified by email as to what is missing and what what you have been charged for the replacements. You will be given 14 days from the date of the charge to return the missing items for a full refund.  

Damage with RPP

Top Event Rentals offers RPP which is our Rental Protection Program. RPP will cover most damages to rental items that occur during the course of the rental. If you choose to use RPP, you will be exempt from replacement charges for damaged equipment unless the damage is the result of negligence or misuse. Please note that candle wax, paint, glue or burns on linens are not covered.  

Damage without RPP

You will be responsible for the full replacement or repair cost of damages to any items while they are in your possession.