FAQ

Listed below are frequently asked questions about out rental items and our rental policies. Please refer to our rental contract/terms of use/special event contract for more details on our policies and procedures. Should any questions arise, please call 251-479-2492 to speak with a rental coordinator.

What forms of payment do you accept?

We accept cash, check, debit card, and credit card (Visa, MasterCard, and Discover). Out of state or personal checks may not be accepted- please seek payment approval from the accounts receivable department prior to sending in payment. American Express is not accepted on rental items.

What is your payment policy?

A 50% non-refundable down payment and balance for rental orders may be paid by cash, check, debit card, or credit card (Visa, MasterCard, or Discover). Final payments for your special event is due 60 days prior to delivery date on rental orders with delivery/pick up service. Final payment is due at the time of pick up on rental orders for customer pick up. Any increases to a delivery order after final payment has been made should be paid at the time of request. All rental orders are to be pre-paid in full prior to delivery or at the time of pick up. No rentals will be issued until the order is pre-paid. A driver's license and vaild major credit card is required on file for your rental order to cover any incidentals or late fees until the order's completion.

What are your office hours?

Our office hours are 10:00am - 5:00pm Monday through Friday. We are closed on Saturday and Sunday. Our event rental coordinators are also available by appointment after hours. Please call 251-479-2492 for seasonal/holiday hours.

Do I need to make an appointment to obtain a rental quote?

For large events and weddings, we encourage scheduling an appointment with one of our event coordinators. We hold appointments on Tuesday though Thursday during business hours. If a special time is desired, we can certainly accomodate. An appointment can be made by calling 251-479-2492, or by emailing events@mobilepopcorn.com.

Can I walk-in for information?

Sure. However, Monday and Friday are usually busy with pre-booked events for clients. We will be happy to assist in between helping those clients with current orders. 

How do I make a reservation?

Reservations of rental items can be made via telephone, email, online, or at our office. To make a reservation, on orders over $100, we require a non-refundable deposit of 50% of the total rental order; on orders under $100, we require non-refundable pre-payment in full of the rental order.

When should I make my reservation?

We recommend you make your reservation as soon as possible to ensure availability of rental items. For large events and weddings, we suggest reserving 3-12 months prior to your event date. Peak season dates (March through June and October though December) should reserve as far in advance as possible.

Can changes be made to my order after my initial reservation?

We can always add rental items or additional services if they are available at the time of the request; however, no reductions in rental items/quantities is permitted. We ask that final changes to the order be made at least 72 hours prior to the delivery or pick up.

Can rental items be picked up?

Yes. Customer pickups are available 10:00am - 4:00pm Monday though Friday, and 9:00am-11:00am on Saturday. Our staff will assist you in loading and unloading the items. Because you are responsible for securing your items, please bring any straps or items necessary to secure your rental items. We suggest that you contact us prior to pick up for assistance in determining the size and type of vehicle that is appropriate to carry your rentals. Please be mindful of your return date so you do not incur any additional late fees. We are closed on Sunday. If you need to pick up or return outside of our regular hours, we can make special arrangements for an additional fee. 

What are your hours of delivery?

Delivery and pick up service is available 24/7. Delivery (and pick up) is an additional fee. Our rental rates do not include set up and breakdown labor charges. All fees vary upon size of rental order, location of event, date of event, specific times for delivery and pick up, and delivery and set up access. Please contact a rental coordinator to make delivery arrangements or for a custom delivery quote. 

Are down payments refundable?

Upon reservation, a 50% non-refundable deposit is required. If your event is canceled you forfeit the down payment. If your event is rescheduled, subject to availability, your down payment is good for 60 days towards another rental.

Is there a refund on unused equipment?

No. We charge by the time the equipment is out, not by the usage of the equipment.

What happens if I don't understand how to use the equipment? Can I get a refund?

As mentioned above, rental equipment is billed by the time the equipment is out, not by the usage of the equipment. We will go over the operation of each peice of equipment as it is issued to you. In addition, we have an on call manager available to assist you should you have any issues operating the equipment. Please call 251-479-2492 (even after business ours) and leave a name, phone number, and a detailed message and the on call manager will return your call.

What is your rain reserve policy?

Clients who have a separate pre-paid rental order with Mobile Popcorn and Party Rentals are eligible for our rain reserve policy. You may reserve tents, lighting, heating, cooling, and labor under this policy. All rain reserve orders are pre-paid in full. Clients may cancel rain reserve items no later than 9:00am three (3) days prior to the delivery date and receive a refund of 70% of the total rain reserved items. Cancellations after the deadline are not eligible for a refund. For example: If your eventt delivery is on Friday, your rain reserve call will be on Tuesday at 9:00am. If your event delivery is on Saturday, your rain reserve call will be on Wednesday at 9:00am. ***If your venue has a rain reserve package with Mobile Popcorn and Party Rentals, please email events@mobilepopcorn.com with your name, event date, and venue and we will send over your package options and order form.***

What if I have problems with a rental item after hours?

If you are experiencing problems with a rental item or have a question about your rental items, call our main line at 251-479-2492 and leave your name and/or name the reservation is under, phone number, and a detailed message. By leaving a voicemail, it will page our on call manager who will be able to assist you. If it is an emergency with life threatening or property threatening damage, call 911. After help is on the way, call us at 251-479-2492.

What is a damage waiver?

The damage waiver is a non-refundable fee on all rental orders to cover any incidental damages, along with wear and tear to the rental items. Missing, lost, or stolen items are not covered by the damage waiver and are billed to the client for full replacement cost. Broken glassware/china peices must be returned for the damage waiver to apply. Linens returned with holes, rips, or burns are billed to the client at 85% replacement cost. Linens with wax or other excessive stains are waived from additional laundering fees. The damage waiver is non-refundable.

If we are a non-profit organization, school, military establishment, etc., why are we being charged tax on rental orders?

Non-profit organizations, schools, military establishments, etc. who are exempt from sales tax, may not be exempt from rental tax. For an exemption from rental tax, please send a letter of lease exemption to our office.

Do we need to wash linens before they are returned?

No. Please return linens shaken free of debris, dry and neatly folded. Please return all hangers.

Do we need to wash china and glassware before they are returned?

No. Please scrape off as much food as possible before re-racking them.