Frequently Asked Questions
- Where is Totally Tent and Party Rental located?
Our new warehouse facility is located at:
2438 Union Street
Building 2, Suite C
Spencerport, NY 14559
- How many years have you been in business?
Totally Tent and Party Rental, Inc. has been proudly serving Rochester and the surrounding communities for 14 years. We have had the privilege of serving over 5,000 customers. Totally Tent and Party Rental is proud to be the only accredited member of the Better Business Bureau in our industry in the Rochester area.
- Do you deliver?
Yes, all tent rentals are delivered and installed by a member of Totally Tent and Party Rental’s highly trained staff.
Clients who wish to rent tables and chairs only can pick these items up at our work facility or have them delivered by our staff. Table and chair deliveries have a round trip delivery fee applied to them.
Any additional charges for same day delivery, pick up, equipment security services, etc. will be quoted.
- What are your delivery fees and areas?
We have a detailed breakdown on delivery rates by location found here.
- Do I need to sign a rental agreement?
Yes, all customers renting products from Totally Tent and Party Rental, will be sent a written rental contract that will document the terms and conditions of our services. This document must be signed and returned with a deposit to confirm a reservation.
- What are your rental periods?
Inflatable Rentals: Full day rental 8 hours.
*Inflatables CANNOT be used in adverse weather conditions. Adverse weather can be cause for cancellation. Please refer to our weather conditions and safety link.
Concession Equipment (Popcorn, Sno Kone and Cotton Candy Machines):
1 day rental
Smaller than 30 x 60: 1 day rental
30 x 60 or larger: 2 day rental
Table and Chairs: 1 day rental
- What to expect upon table and chair delivery?
Upon delivery, all tables and chairs will be unloaded and stacked in close proximity from the point of arrival. Our staff should not be expected to manually transport items unreasonable distances from our arrival location. If tables and chairs must be carried long distances or up several flights of stairs, additional fees will be applied.
- What to expect upon tent delivery?
Your tent will be installed by our courteous and highly trained staff. If tables and chairs accompany your order, they will be stacked neatly underneath the tent.
- What to expect upon pickup?
All rental items should be accounted for and stacked neatly in close proximity to the location where the rental items were setup or dropped off. If any rental items are damaged or lost, replacement fees will be accessed in accordance with our rental contract.
- If I rent a tent, does the rental price include installation and takedown?
Yes, setup and takedown is included in all tent rental prices. The installation and takedown of tents is performed by the highly trained staff of Totally Tent and Party Rental.
- What are your deposit guidelines?
We require a deposit in the amount of one third of the total amount due. We request that your deposit is made by credit card in order to confirm your reservation in a timely fashion. We accept Visa, Discover and Master Card.
- When do you require payment?
After a deposit is made, final payment is due the day before your delivery of your rental items. Accepted forms of final payment are credit card, cash, check or money order.
- Is final credit card payment accepted and processed by installation staff upon their arrival at my event?
If you wish to make your final payment by credit card, you must contact the Totally Tent and Party Rental office staff. Our installation staff does not have the authority to accept or process credit cards. Totally Tent and Party Rental accepts Visa, Discover and Master Card.
- Who should checks or money orders be made out to?
- What is your cancellation policy?
In the case of a cancellation, our customer’s receive a store credit in the amount of their deposit. This credit can be used until the end of the calendar year. After the end of the calendar year the credit is null and void. The use of credits and the rescheduling of events is dependent on product availability. Customer credits are not transferable to other individuals. Totally Tent and Party Rental does not give monetary refunds.
- How soon before my event will the tent be setup?
- How should I prepare for the arrival of the tent?
We request that the person who placed the order is present at the event location upon our staff’s arrival, so they can indicate exactly where the tent should be installed.
All checks and money orders should be made payable to Totally Tent and Party Rental.
Typically, tent installations are done 1-2 days prior to the date of your event.
We request that all lawn maintenance (mowing) is completed prior to our arrival. For customers with Saturday events, all lawn care should be completed by the Wednesday prior to your event. This will prevent any conflict with our standard tent installation schedule.
Totally Tent and Party Rental does not give monetary refunds under any circumstances.