Do you set up my rentals? We are available to set up rentals for an additional fee. We offer set up of table settings, linen, or general décor items.
How long do I get my rentals for? The rental rate is based on a 24-hour rental. Should you need the items longer please contact us and ask about our multi-day rates.
How much is your delivery fee? Delivery rates vary depending on delivery specifics. Please contact us for a quote.
Do I have to pick up my order myself or can I send someone else? Either you or someone else can pick up your order. They will need to know what name it is booked under and settle any remaining balance owing on the account.
I may need my items to be picked up at a specific time, how would that work? We can arrange for time specific deliveries and pick ups. We do charge extra for this as we will be arranging our other deliveries around your event. Please contact us for a quote.
What should I do if I receive my order and items are missing or damaged? We do our best to ensure your order is complete. If you discover missing or damaged items upon receipt please contact us immediately so that we can make a note on your account and make arrangements to replace the items if desired. If it is after store hours please leave a message or call our after-hours emergency line. We will contact you as soon as possible. Many factors can contribute to items being lost or damaged during an event. We cannot accept disputes after an event is over. If asked, we are willing to perform a full inventory count of the item(s) in question.
What happens if I am late returning my rentals? Late rentals will be charged a half-day rental rate for each day.
What happens if I have missing or damaged items when I return my order? If you have missing or damaged items upon return, you will be informed as soon as possible after your event. If any missing items can be located after the event, we ask that you try to return them within 48 hours. You will be charged the full replacement cost for any items that cannot be located and all damaged / broken items. PooPeeCakes does not offer a damage waiver. You (the customer) are responsible for returning rental items in the same condition in which they were received, except for ordinary wear and tear. You are liable for the replacement cost of damaged or lost items. You are also liable for any damages or losses resulting from but not limited to overloading or exceeding the rated capacity of equipment. Use of electrical current provided by other than an electric utility. Operation/use of equipment in a manner different from its intended purpose, or damage resulting from neglect and/or abuse. Tampering with items or equipment that we have installed. Tampering with gas or electric appliances. Any loss of linen, linen bags, or other fabrics. Any damage rendering the linen un-rentable such as (but not limited to): burns, tears, permanent stains, etc.
My event is on a Sunday, how does pick-up and return work? You are able to pick up your order on Saturday between 9:30am and 4pm and return on Monday between 9am and 5pm. This is considered a one-day rate. We do offer delivery services 7 days a week during the peak season. Please contact us for a quote.
Do I need to wash my items before I return them? We wash all dishes, glassware and linen upon return. We do ask that you scrape or rinse the plates free of any food and empty the glasses. Dinnerware should be returned “dishwasher ready”. We ask that you do not wash any linens.
If I spill wine on my tablecloth is there an extra cleaning charge? Most food stains will not incur extra charges. There will be an extra cleaning charge for any wax, excessive grease, ink and/or hard to remove stains. We will charge a replacement fee for any linen that has burn and/or staple holes, mildew, permanent stains, and any missing linen or laundry bags. Please do not attempt to launder any linens on your own as this may cause any stains to become permanent.
I did not use all my items, will I get a refund? Rental items are charged for time out, not for use. Every item that leaves our building is treated the same way upon return, used or not. This ensures that every item you receive is clean and food service items are sanitized and food safe.
How can I pay? We accept cash, check, debit and all major credit cards. Any payments made by check must be made at least 4 weeks prior to your event to allow the funds to clear.
Will you substituted items? PooPee Cakes reserves the right to substitute items (including but not limited to food and flowers) that become unavailable on the market or that exceed reasonable market prices. PooPee Cakes will make best efforts to notify the client of such substitution(s) if time allows. Do I need volunteers to help with set up? Some parties will require that you procure a specific number of volunteers depending on the size and event to assist with the set up and or breakdown, in the event that the venue (including but not limited too hotels, community centers, or private properties) does not offer staff assistance. This is how I am able to offer you a lower cost. If volunteers can’t not be procured a fee will be required for hiring each additional helper needed to decorator the event.