Frequently Asked Questions

1. What’s the best way to contact you?

   Emails work best for inquiries and questions. Emails also benefit both parties when tracking conversations, special requests, dates and event orders.

2. Do you offer delivery and setup services?

   Yes, we do! We offer delivery, setup and teardown services to ensure that your event setup is stress-free. We do charge a delivery fee depending on venues and logistical requirements, however our event team is well experienced and equipped to handle all the logistics for you. Please let us know you are interested in this service at the time of booking.

3. Can I pick up and drop off my order?

   Yes we offer pickups and drop-offs for our rental items. A security deposit is needed at the time of pickup and this deposit is refunded at the time of drop-off.

   In order to receive a full refund, all rental items must be returned in the same condition as when they were picked up.

   Security deposits start at $100-$150 per letter / number and range higher depending on the items being picked up.

   We encourage our clients to drive vans or SUVs during the time of pickup and drop-off.

   If items are being picked up for weekend events, they must be returned by 5pm on Monday. In the case of a long weekend, rentals must be returned by 5pm on Tuesday.

4. What is the rental period for your items?

   All rentals are up to a maximum of 24 hours.

   We offer custom rates for rentals longer than 24 hours, 1 week or 1 month

5. What kind of power allocation is needed for the letters?

   A regular power outlet (110v -120v) works well for the neon LED frame numbers. In the exceptional case of an outdoor setup, a generator would be needed. Our team can be contacted for any further questions.

6. How late can you pickup?

   Our latest pickup is between 12 and 1am. Anything later than 1 am would incur a late night surcharge of $75.

7. How far in advance should I book my rental items?

   We recommend booking your rental items as early as possible to ensure availability, especially during peak event seasons. Booking a few months in advance is ideal, but we can often accommodate last-minute requests as well.

   Full payment would be needed upon contract signing if the event date is within 7 days from the inquiry date.

8. Can these letters be placed outdoors?

   Unfortunately these numbers are indoor rated. They are also very light and can topple over from strong winds.. They can only be placed outdoors if weather permits.

   If an outdoor setup is preferred, our 5ft. tall outdoor rated marquee numbers are a perfect option that can withstand rain and strong winds.

9. What happens if an item gets damaged during my event?

   Accidents can happen. We understand that wear and tear may occur. Depending on the extent of the damage, there may be additional charges. Please get in touch with us to find out more information pertaining to our rental agreement and our Loss/Damage waivers.

10. What is your cancellation policy?

    We understand that emergencies occur and events may have to be cancelled for various reasons. We aim to be flexible and understanding however all retainers are non-refundable. Please reach out to us as soon as possible if you need to cancel or reschedule your order.

11. What if we encounter another Pandemic or Recession? Do you offer any Force Majeure options?

    If your event is forced to be cancelled due to acts of God, natural disasters, weather, war, epidemic, terrorism, crime, revolution or riots, labour disputes, government acts or regulations, or any extraordinary circumstance beyond the control of one or more parties, a credit will be issued for the retainer and a set time frame will be communicated with each client.

12. What are your payment policies?

    We require a 25% non-refundable retainer upon booking and the remaining balance is due 7 days before your event. Our preferred method of payment is by cheque and E-Transfer. A processing fee may apply for credit card payments.