FAQs
If your question is not answered below, feel free to contact us.
Ordering
There are three ways to place a rental order with us!
1) Experience our most up-to-date list of offerings on our website under the ‘Rentals’ tab. Browse product collections, hand-select designs and gather your favorite products all under your ‘Wishlist’ which is found by clicking the heart icon in the lower right hand corner of the webpage. To submit your wishlist, click the heart icon, select the date and time of your event, enter your contact info and venue location, then submit your quote by clicking ‘Send List’. We’ll review your request and verify product availability for your specific date. After review, you’ll receive an email or phone call with next steps to confirm your order.
2) Complete the form on the ‘Contact Us” page. We’ll review your request and verify product availability for your specific date. After review, you’ll receive an email or phone call with next steps to confirm your order.
3) If you prefer to call us with your order, we are available to assist you @ 509-433-5350.
We recommend that you place your order with your favorite rental items as soon as you have a date and a location for your event. We’re flexible with changes on your reservation (see below) so reserve early! Most customers reserve their selected products six months to a year in advance.
A quote provides estimated pricing and does not confirm product availability. A reservation provides confirmed pricing, product availability and all necessary details required to fulfill your customized order.
To confirm your reservation, we request your personal information, product quantities, delivery/pick up details, site specific information and credit card information. All orders require a non-refundable deposit of 50% of the order and signed rental agreement to confirm your reservation.
All orders require a credit card on file to confirm a reservation. To reserve products, we require a 50% non-refundable deposit.
Yes! We ask that the final counts be placed thirty (30) days prior to the event date to ensure product availability. All payments are final. However, you can add standard rental products to your order up to two (2) business days prior to delivery subject to product availability. Decreases to orders may not exceed 10% of the invoiced amounts and must be made thirty (30) days prior to the event date. Reductions of rental items made within thirty (30) days of the event date will incur full rental fees. All change orders must be placed via phone or email and are subject to the Company’s approval. A detailed change order invoice will be submitted following any changes to your order by email.
Our standard rental period is three days. The day of delivery, the day of the event and the day of pick up. Depending on availability, delivery location and season, this period may need to be extended. If you need a long-term rental, please contact us at 509-433-5350.
Yes, we offer after-hour emergency options. Please call 509-433-5350, leave a message with your name, company name (if applicable), cell phone number, contract number and details of your emergency.
Delivery Service
Our delivery area includes Wenatchee, Leavenworth, Lake Wenatchee, Chelan, Crescent Bar, Methow, Cle Elum, Ellensburg, Waterville, Quincy, and Moses Lake. Please contact us for more information.
Our standard curbside delivery and pick up services are offered during business hours with extended business hours during peak seasons. Standard delivery is non-timed and calculated by zip code.
Yes. Our standard curbside delivery service is calculated by zip code and is the most cost-effective solution that accommodates the majority of our customer requests. As an additional service, we also offer outside of business hour time frames and late night services to meet venue requirements or more complex orders.
You may incur additional fees for difficult access if our delivery teams require the use of stairs, elevators, unpaved surfaces, long distance portage of equipment (outside of 20′ from the back of the truck), timing delays or if additional on-site labor is required.
Yes. We offer windows of time during business hours and outside of business hours. This timeframe determines the earliest and latest time of arrival and the fee is based on the location, timeline required, access and scope of the request.
Tenting, tent accessories, dance floors, and bars include set up and break down by our delivery crews (delivery service is additional). We can provide services to unbag, add cushions and rebag chairs as well as table set up/break down at an additional cost. This service must be prearranged in advance with a complete diagram provided three (3) business days prior to delivery and/or pick up.
During our peak seasons, we do require product delivery minimums established by zip code. Minimum amounts do not include delivery service, labor, tax or other services.
In between delivery and pick up, you agree to provide secure storage for rented items, protect all items from sprinkler systems and/or weather and properly repack all items as delivered in their containers. You accept full risk for the duration of your rental period until all items are loaded onto our trucks.
Depending on rental products requested and the size of your order, we allow customers to pick up at our warehouse. If you choose to pick up your order, you are responsible to ensure that you have the proper sized enclosed vehicle or trailer and equipment to safely secure and transport all rental products that you have selected. Some product collections require delivery service and are unavailable for customer pick up (CPU). Connect with us to learn more.
Payment & Cancellation
All rental items require a 50% non-refundable deposit at the time of reservation with the remaining non-refundable payment due thirty (30) days prior to pickup or delivery. All payments are final. You must also provide a credit card that is securely captured on file to confirm your order.
We accept all major credit cards (Visa, MC, AMEX, and Discover). We also payment plans through Affirm and accept checks received by mail or in person. All reservations require a credit card to confirm the order. If you prefer to pay with a check, please contact us for remittance information.
Decreases to orders may not exceed 10% of the invoiced amounts and must be made (30) days prior to the event date. Decreases made within 30 days of the event date will incur the remaining 50% rental fees. All payments are final.
Quantity minimums are the fewest number of items required to rent. Chinaware, Drinkware, Flatware and Napkins are rented in minimum package quantities to maintain sanitary practices and ensure accuracy.
When renting china, glassware, flatware, serving pieces, trays, bowls and other food related items, we ask that you remove excess liquids and debris from products and rinse with water prior to returning. Please repack all products as delivered in their containers.
When renting linens please shake out each piece to remove food, paper goods and other debris prior to placing them in the provided linen bags. Allow linens/fabrics to air dry if wet or damp prior to enclosing them in the linen bags.
When renting cooking equipment please remove food, grease, oil and dispose prior to pick up. Charcoal barbecues require the removal of customer provided charcoal.
When renting candle holders or lanterns, please remove tea light candles and all wax prior to repacking in their containers. Flameless candles are recommended.
When renting chairs, please remove cushions, cover and stack unless set up and break down terms have been prearranged.
All other rental items, repack, recover and stack as delivered.
In the event that items are lost or misplaced, replacement charges will be added to the contract at retail value. If you find missing rental items, please return them to our office within 2 days for a full refund.
Damage Waiver covers incidental damage or breakage to select products while in your care during your rental term. This service is non-refundable, not available for third-party sub rentals and does not cover missing items, items left outside unprotected, improper use or vandalism.
Rental terms are based on confirmed reservations and time out on rental. We are unable to issue refunds for unused products.
If you are experiencing issues with a rental item please contact us @ 509-433-5350.
NCW Event Rentals has enhanced the process used to clean and disinfect our products before and after each rental to ensure the cleanliness of your rental items.