1. What are your business hours?
We are creating events daily, 9am to 5pm, Monday through Friday. 9am to 2pm on Saturday's and by appointment only on Sunday's.
2. How do I place an order?
You can submit a rental inquiry on our and a customer representative will contact you within 24 hours. Submitted inquiries are not a reservation until a customer service representative contacts you to take all the information needed to complete a rental order. You can also call us at (310) 306-3348. If needed, one of our event specialists is available during business hours to help you.
3. When should I place my order?
We advise placing your order as much in advance as possible. We require a security deposit to confirm rentals. Ordering early also increases the likelihood that the products and delivery and pickup times you desire will be available.
4. What information is needed from me when I place an order?
At the time you place your order please provide complete delivery and pickup information: including the name and reachable phone numbers of the on-site contact, driving directions, gates codes, parking locations for our vehicles, and specific drop-off locations. If we are providing setup and breakdown services, please provide a complete site diagram at the time of the final order confirmation, if not earlier. Also, if there are any large truck access issues related to your event delivery site please let us know. These include but not limited to low hanging branches, limited turn-around areas, narrow or steep driveways or roads, and gates in need of access codes. Any of these can impact the timeliness and efficiency of your delivery
5. How do I confirm an order?
When an order is placed we will send you an email confirmation containing important documents that must be reviewed, completed, signed and returned to us. What is printed on the rental contract is our only method of knowing what you have ordered. Please carefully review each line of the rental contract and provide us with a signed copy to verify the order is accurate and complete. All changes must be made five days prior to your scheduled delivery date or will call date to avoid additional fees. At that time your order will be finalized and billed.
6. Can I pick up rental items from your store?
Yes, you have the option to "Will Call" most of our items, smaller orders and/or last-minute orders. Please note that it is necessary for you to load/unload the items into your own vehicle. While we are happy to assist you, the risk and responsibility for protection of our equipment and your vehicle is yours. Please note that we have the right to refuse rental items if we deem the vehicle and/or person who is picking up rental items is deemed to be unfit and/or has an unsuitable method of transportation. Our Will Call hours are Monday through Friday, 9am-to-4pm. Saturday's from 9am-to-12pm.
7. Do you charge for delivery?
Yes, we do. The delivery charges are based on first floor (ground level) delivery to your door and city we are going to and are a round-trip fee. There is also an additional fee for deliveries with stairs and/or freight elevators. Special delivery fees apply to timed deliveries, long carries, multi-crew, multi-day, high-rise, after-hour, holiday and otherwise difficult installations. Additions to orders that have already been delivered will be subject to the normal delivery fees. On-site delays caused by clients will result in additional delivery fees. Like otherwise, equipment not ready at scheduled pick-up time will be subject to additional pick-up charges.
8. What are your delivery hours?
Our standard delivery hours are from 8am-5pm Monday through Saturday. However, we do understand that many locations, venues, and events do not fall within these parameters, and therefore, we do operate 24 hours 7 days a week to meet your event requirements. Delivery and pickup windows are based on 9 hours (your most economical choice), 4 hour, 2 hour and exact time request. A representative will determine your delivery and pickup rates when you place your order. All rates are determines on a per- truck basis. Additional deliveries and pickups are subject to additional charges. Deliveries, installations, and/or pickups that do not fall within our standard delivery hours (Premium deliveries) will be charged additional fees.
9. Do your drivers and crew set up the equipment?
La Piñata Party Rentals must set up and take down all heavy equipment (canopies, dance floor, stage, etc) these items are also not available for Will Call. We can also set up per your diagram at an additional cost. We do not set up linen, chair covers, china, flatware or glassware. Arrangements for set up and strike down services must be made in advanced.
10. Do I need to be present for delivery?
It is strongly recommended that you or someone from your party (18 and over) is available to receive and sign for delivery. At delivery, you assume possession of and responsibility for all rental products ordered. It is your responsibility to receive, inspect, and count every product delivered. You are also responsible for reviewing and understanding operating instructions included with some rental items. Immediately report any problems regarding your rental items.
11. Do I need to be present for pickup?
It is strongly recommended that you or someone from your party (18 and over) is available to go these guidelines: Place all products in the pre-designated location. Be sure to return all racks, boxes, bags and other packing materials. Place glasses upside-down in the glass racks provided. Rinse plates and place them in crates provided. Shake out food crumbs and debris from all linens, and place them in linen bags provided to prevent mildew. Count and inspect every product with you LPPR driver. If you or your on- site contact are not present at the appointed pickup time, renter agrees that all counts conducted by LPPR are correct.
12. Am I responsible for washing China, flatware, glassware or linens?
We require that all items be rinsed free of food and confetti and that these items be placed back into their appropriate containers. Please do not place soiled linens inside a plastic bag as this will cause them to mildew. All items should be placed in one location for pickup. Failing to do so may incur a cleaning charge.
13. What are your payment terms?
La Piñata Party Rentals requires a retainer to reserve any items for rent. Payments are due in full one week prior to event. We accept cash, Cashier's Check, Visa, MasterCard and American Express. Personal and business checks are acceptable on exception basis only.
14. What is your cancellation policy?
When an order is placed with La Piñata Party Rentals, all equipment is reserved, prepared and hand- packed. When a cancellation occurs with insufficient notice, these items are unavailable to other clients: Orders or items cancelled within 48 hours prior to deliver or will call/pick-up dates are subject to a 50% cancellation/re-stocking fee. Orders or items cancelled the day of delivery or will call/pick-up date are subject to a 100% cancellation/re-stocking fee. All special orders cancelled are subject to a 100% cancellation fee.
15. Damaged or missing items?
In addition to the rental fee, the replacement value of any damaged, broken, unreturned or missing item(s) will be assessed. We will charge 3x times the retail replacement cost for damaged, broke or missing items. Damaged merchandise will be held for five (5) business days from the day that client is notified of the damaged charge by La Piñata Party Rentals, after which time LPPR shall dispose of such merchandise.
16. Late returns
All merchandise returned after the return date indicated on the invoice will continue to accrue rental fees until merchandise is returned
17. Rental rates
All rates quoted are based on a 24-hour rental period per item; however, we allow extra for the customer to pick-up/drop off at our locations. Any rental equipment kept for longer than specified will be charged according to our price schedule. The same applies to deliveries unless prior arrangements are made. The customer is responsible for all equipment from the time of delivery or will call until it has been returned to La Piñata Party Rentals. The customer is also responsible for damaged or missing items. It is recommended that the customer verifies the accurate count of rental items received and returned.
18. On-Call Delivery or After-Hours Emergency
If you are experiencing difficulties with the items you have received, we provide 24-hour assistace by calling 310.306.3348 Option 3. Please leave a detailed message and a good contact phone number and our After-Hours Warehouse Manager and/or On-Call Driver will return your call.
19. Additional Questions?
Please do not hesitate to contact us with any additional questions you may have or if we can otherwise be of service to you. Thank you for considering La Piñata Party Rentals as your party rental company for your next event.
Call An Event Professional 310.306.3348
©2016 La Piñata Party. All rights reserved.