Welcome to Luxe!

FAQ

Online Ordering Questions

Place an order for your event entirely online using our online event rental system. On our site, you may check the availability of each rental item, choose an available delivery date and time, provide any specific notes about your order and schedule a pickup date. We look forward to providing service for your next event!

Service Area

List of Cities We Service in Georgia

Delivery is available to locations within a 20-mile radius from the City of Atlanta.

Atlanta Forest Park
Brookhaven Hapeville
Buckhead Jonesboro*
Camp Creek Lithia Springs
Cascade Lake City
Chamblee* Mableton
College Park Marietta*
Conley Metro Atlanta
Decatur Norcross
Doraville* Rex
Douglasville Riverdale
Duluth Roswell*
Dunwoody  Sandy Springs*
East Point Smyrna
East-West Connector Stonemountain*
Ellenwood Tucker*
Fairburn Union City
Fayetteville* Vinings
* Indicates that some parts of marked city may be outside of our service area.
You may also pick up your rentals locally. Pickup is limited to certain equipment. There is a limit on the quantity of items that can be picked up. Call us for more information on customer pickup 404.462.LUXE

What is your cancellation policy?

DELIVERY DATE

CREDIT OPTION

Cancellations
30+ Days Out 50% Refund on the Amount Paid
1 – 30 Days Out In-Store Credit for the Amount Paid
In-Store Credit does not expire.
Excludes event services.
1 Day Out No Credit
 

Need to cancel? Send a request to cancel via e-mail to: [email protected]

 

NON-REFUNDABLE
When you reserve a rent, tables, chairs or any event equipment, we immediately remove the reserved items from our inventory for your reservation. We care about your event. Time and effort are committed processing your event from the moment we receive your reservation, including clerical, maintenance, purchases, and scheduling services. The card on file may be charged for any remaining unpaid balances that become due prior to cancellation.
RESCHEDULE INSTEAD
In-store credit is easy to use! A store coupon is sent to you directly and can be used to place an order online 24/7. You may also call us to place an order. Use your credit for tool rentals, event rentals or on any rental equipment from our store! Your store credit doesnt lose value and does not expire.
FULL CANCELLATION POLICY
By placing an order with Luxe Event Rental, you are agreeing to the following cancellation policy. All order changes must be requested in writing via email to [email protected] from the reservation will not be refunded. You may swap an item for another available rental item of equal or lesser value. Should this reservation be canceled due to inclement weather, based on availability, you may reschedule your delivery at no additional cost, however, the order will not qualify for a refund. Cancellations made more than 30 days from the scheduled delivery date will qualify for a 50% refund on amounts paid. Cancellations made 30 days or less from the delivery date will not qualify for a refund. If you reduce your order that has been reserved with a down payment, the full original balance will still be due. Once your order is paid in full an in- store credit is available to you for any future dated order should cancellations or deductions occur. Your store credit does not expire. Contact us and we will help you reschedule your event.
USE CREDITS TO BOOK A NEW EVENT!
Next Year’s Birthday Party
Plan an Anniversary Event
Home Improvement Plan a Surprise Celebration
Business Meeting
Transfer Credit as a Wedding Gift
WHY IS MY ORDER CANCELLED?
More than likely you’ll have a couple of missed calls and emails from us before we cancel an order. However, if the billing information or your card’s security code do not match the information that your bank or card issuer currently has on file, then we will cancel your order. Please contact your bank and make sure that the billing addres is updated and on hand before contacting us.

Mandatory Credit Card/ Debit Card Incidental Hold

A major credit or a debit card is required to place an order.

ORDER TOTAL HOLD AMOUNT
$0.00 – $100.00 = Hold $100.00+
$100.00 – $1500.00 = Hold $250.00+
$1500.00 + = Hold 15%+
Incidental holds are refundable.
An incidental hold may increase based on curbside delivery, outdoor delivery, upon indication of misuse, overuse or based on the actual equipment value or delicacy.
Incidentals are collected at least 3 business days before delivery and released 3-5 business days after receipt of all equipment in satisfactory condition.
Incidental holds are released after all of the rented equipment is returned, inspected and found to be in satisfactory condition. If damage is found, the full repair or replacement cost will be deducted from the incidental hold. If no damage or missing pieces of equipment are indicated, funds are released three to five business days after inspection.

How far in advance should I place my order?

4-6 Weeks  For the best possibility of equipment availability, we generally recommend placing your order at least 4-6 weeks in advance.
Order Delivery or Pick Up Date Accepted or Declined
365 Days Out or Less Accepted
2 Days Out Accepted
Next Day Orders Declined – *May be available for additional fee.
Same Day Orders Declined
**All orders are subject to availability.
Generally, equipment reservations should be placed as soon as you have a good idea of your event details. Think about how many RSVP’s you expect, check and plan for weather changes, consider an event planner is it makes sense and once you’ve reserved your event location, go ahead and plan to place your event supply order. 

When is my event rental contract due?

Immediately after placing your order. Without a fully executed contract, we cannot process or deliver your order. A major credit or debit card is required to be placed on file for incidentals and is mandatory for all orders.

STEP 1: Begin your contract electronically by clicking the link below.

Click Here Start Your Contract Electronically

If you decide to download your contract to fill and sign it by hand, then return documents by fax to 678.208.5088

Can I make a down payment?

Yes, the down payment requirement is 50% of the total of your order. The down payment goes toward the total balance of your order and is non-refundable.

A down-payment reserves your order items and removes the items from our inventory. Therefore, down payments are non-refundable. The full balance of your order will still be required if you remove items from your reservation.

You may add to your order after down payment; however deductions from the order will not result in a refund and will not reduce the remaining balance of your order.

 

The remaining balance of your order will be collected 3 business days prior to delivery.

In addition, there is a refundable incidental hold required to rent our equipment.

How long is the rental period?

Rental Duration for a weekend rental lasts from Friday after 2 PM through Monday.

Rental Duration for a weekday rental (M-F) is for one 24 hour period.

Orders are picked up on the following business day between 9:00 AM – 7:00 PM – unless same day pickup service, late pickup service or Sunday Service is purchased.

Can I come to pick up my order?

 In an effort to preserve the life of our inventory we offer select items for pickup. Our delivery personnel is trained to handle our inventory to prevent additional wear and tear. There is an additional fee for pickup and delivery which is determined at checkout. You may also give us a call to inquire about the cost of pickup and delivery.

Customers are welcomed to pick up and return their rentals during store hours. Call in advance.

Delivery and pickup starts at $50.00 and is an incredible value since we offer free next business day pick up. (Typically Monday or Tuesday)

Delivery fee. Our delivery fee is calculated based on your event distance from the city of Atlanta.

Visit our Delivery Calculator Page: Delivery Calculator

*Additional Out of Service Area Fees Apply to Orders Over 15 Miles

Delivery Includes Next Business Day Pick Up

I have already paid for my order. What should I do next?

Next, it is important to fully complete your Event Rental Contract.

A fully executed contract must be on file within 1 business day after placing your order. A credit card is required to complete the event rental contract. 

Start Your Contract here: Luxe Event Rental Contract

A credit card is required to be placed on file for incidentals EVEN if you have already paid for your order.

 

If you have placed an order 2 days away from your selected delivery date,

Your contract is due immediately after placing your order.

Orders without a valid contract on file will be canceled.

You will be notified by email of the cancellation.

If we do not receive your contract and your order is canceled for any reason, then your down payment will not be refunded.

I was charged twice. Why?!

We collect an incidental hold (pre-authorization) in addition to the total amount of your order 3 business days prior to delivery.

A pre-authorization is a temporary hold of a specific amount of your available credit limit balance placed on your credit/debit card to cover any incidents during your rental.

A Pre-authorization is not a charge to your account, it is a hold on those funds.

The hold is released 3-5 business days after you’ve released all of the rentals back to us and we’ve inspected the rentals.

It can take anywhere from 24 hours to 30 days for the original pre-authorization to be removed by your bank. Generally, most banks release the hold within 3-5 days.

It is your responsibility to be aware of how your bank handles all of your transactions, including pre-authorizations. We are unable to remove pre-authorizations directly through our site.

How do I change my existing order?

All order changes must be requested in writing.

You may make additions to your order based on availability and approval.

You may reduce the number of items on your order, however, this will not result in a refund. A store credit in the amount of the reduced items will be provided instead. The store credit is available to you at any time and never expires. Store credit from a canceled order must be used AFTER the date of your canceled event.

Submit an order change request via email to [email protected] *Use your order number as the subject of your email.

You may reschedule your event upon written request, based on availability by sending your request via email to [email protected] so we may assist you.

 

Changes to an existing order. You may make additions to your order based on availability and approval. Submit an order change request via email to [email protected] *Use your order number as the subject of your email.

You may reschedule your event upon written request, based on availability by sending your request via email to [email protected]

You may reduce your order items, however, REDUCTION OF AN ORDER DOES MAY NOT RESULT IN A REFUND.

What are your Terms & Conditions?

Delivery & Pick Up Questions

Orders are delivered within 2-3 hour time frames starting from 8:00 AM – 11:00 AM. For an added cost, you may also choose our earliest delivery service for delivery in the morning between 6:00 AM – 8:00 AM. Our latest delivery time frame is currently between 5:00 PM – 8:00 PM. Pickups are typically completed on the following business day M-F.

How much is delivery?

Calculate delivery fee below by visiting our shipping calculator page

www.rentalry.com/delivery-rate

Out of Service Area Fees:

 *Out of Service Area Fees May Apply to Orders Over 20 Miles 

There is an additional service charge of at least $150.00 for a flight of stairs. Example: second-floor delivery, basement delivery, delivery above or below ground level. This fee will also be applied again if your pickup requires service from above or below ground level.

Delivery rates include next business day pick up.

Delivery cost DOES NOT include set-up or breakdown of rental equipment.

Delivery cost DOES NOT cover transport to locations which are above or below street level.

Delivery cost DOES NOT cover transport to locations which are 50 ft or more from the delivery vehicle.

If you need any additional services, please make arrangements with us or other event service providers in advance.

Additional charges will be incurred based on the logistics of the event or specific time restraint requests on delivery and pickup.

Additional Questions? Email us 24/7 [email protected] We respond quickly!

Placing rentals upstairs or downstairs is a minimum additional fee of $150.00 per flight each way. After hours pick up is an additional cost.

Same day pick up is an additional cost. Next business day pick up is at no additional cost (9 AM – 7 PM)


Customers must be present during delivery.

Send a photocopy of your I.D. to [email protected]

The I.D must match the name on the card and billing name.

What time can I choose for delivery?

A delivery timeframe is assigned to each order. 
 
Here are the timeframes:
 
8:00 AM – 11:00 AM
11:00 AM – 2:00 PM
2:00 PM – 5:00 PM
5:00 PM – 8:00 PM
Rentals are for one 24 hour period. Your rental will end the next business day at the same time as the delivery timeframe listed on your order. Friday orders with a selected delivery timeframe between 8:00 AM – 2:00 PM are typically picked up on the following Saturday.
Friday orders with a timeframe of 2:00 PM -5:00 PM & 5:00 PM – 8:00 PM are typically picked up on Monday between 9:00 AM – 7:00 PM.
 
Timeframes are subject to availability. We call each customer prior to arrival.  

Placing rentals upstairs is an additional $150.00 per flight.

After hours pick up is an additional cost.

Same day pick up is an additional cost.

Next business day pick up is at no additional cost (9 AM – 7 PM)


Customers must be present during delivery.

Send a photocopy of your I.D. to [email protected]

The I.D must match the name on the card and billing name.

Can I come to pick up my order?

 In an effort to preserve the life of our inventory we offer select items for pickup. Our delivery personnel is trained to handle our inventory to prevent additional wear and tear. There is an additional fee for pickup and delivery which is determined at checkout. You may also give us a call to inquire about the costs for pickup and delivery.

Customers are welcomed to pick up and return their rentals during store hours. Call in advance.

Delivery and pickup starts at $30.00 and is an incredible value since we offer free next business day pick up. (Typically Monday or Tuesday)

Delivery fee. Our delivery fee is calculated based on your event distance from the city of Atlanta.

Visit our Delivery Calculator Page: Delivery Calculator

*Additional Out of Service Area Fees Apply to Orders Over 15 Miles

Delivery Includes Next Business Day Pick Up

Do you deliver on the weekends?

Yes, we deliver on Saturdays at no additional cost. Just choose Saturday as your event delivery date at checkout. Typically, pickup will be on the following business day.

Sunday is an additional $120.00 or more and the charge will be added automatically at checkout once you choose a delivery date for Sunday.

*If for some reason the Sunday Service fee is not added to the order automatically, we will add the fee manually.

When are tents delivered & picked up?

You are required to call 811 prior to the arrival of your tent. 811 offers a free utility marking service (call before you dig). Tents installed on grass surfaces require tent stakes to be driven into the ground.

Tent installs can be time-consuming, therefore, we install tents at least a day or two prior to the date of an event.

Weekend Rentals:

Tent deliveries are completed on Thursdays for all weekend orders.

Tent pickups are completed on Tuesdays after a weekend rental.

Typically, other items rented with a tent will be delivered along with the tent. Typically, there is no additional cost for this.

Luxe reserves the right to postpone a pickup.

What should I do if my order hasn't been delivered yet?

On the date of your order, you may text us for delivery updates.

TEXT

678.2LUXE69
678.258.9369

 

Include your order number in the body of your text.

A simple text reply will be sent back to you shortly.


Otherwise, Call 678.907.LUXE

How do I contact someone on the day of delivery?

On the date of your order, you may send a delivery inquiry via call or text message.

Text:

678.2LUXE69
678.258.9369

Include your order number in the body of your text.

A simple text reply will be sent back to you shortly.


Otherwise, Call 678.907.5893

When will my order be picked up?

WEEKEND ORDERS. Orders Delivered on Friday evening, Saturday and Sundays are typically picked up on Mondays between 9:00 AM – 9:00 PM. If our pick up volume is heavy, we may reschedule pick up for Tuesday, between 9:00 AM – 9:00 PM. There is no additional cost for pick up on Monday. We will call prior to arrival to confirm your pick up.

Sunday pick up service is an additional fee of $120.00

Weekday Orders. Orders delivered Monday – Friday are scheduled for pick up on the following business day between 9:00 AM- 7:00 PM. Rentals must be accessible & ready for pickup between 9:00 AM – 9:00 PM for free pickup. Otherwise, same day or late pickup services are available.

Have additional questions? Email us at [email protected]

Tents are typically delivered on Thursday’s and picked up on Tuesday’s

During the busy season, these expected pickup days and times may be extended.

What if I am unable to be present for delivery?

If you will be unavailable for delivery, we require additional verification so that you may designate someone to be present and sign for your delivery. If no one is unavailable for delivery or pick up an additional fee will be assessed for additional attempts to deliver or pickup your order.

Along with your fully completed Event Rental Contract, send a copy of the front and back of your photo I.D. to [email protected]

Click here to download Event Rental Forms: FORMS

Rental Use, Care and Responsibility Questions

What Are Replacement Charges?

All rental items must be returned in the condition received. Clean, Folded & Stacked. When event rental items are missing you will be contacted to arrange for the item to be returned. 

If any item(s) are lost, dirty, broken, damaged or not returned a replacement charge will be processed to the pre-authorized card on file.

Replacement charges will be the full “new condition” price of each rental item.

There is a $1.00 - $200.00 hold on my card. Why?

As stated in checkout, on your event rental contract, and in your order confirmation, Luxe Event Rental will pre-authorize the card on file for an incidental hold and/or a verification of funds 3 business days prior to the delivery date.

The card on file will be used to cover incidentals such as loss of equipment, damage to or cleaning of the equipment, rental extension, and payment of equipment or services added to your order.

The card on file may be used to complete payment for future orders as well.

What is my responsibility during the rental process?

It is the client’s responsibility to check the rental confirmation & to ensure all goods rented are correct, and that all important details are well noted. For example delivery date, delivery time frame, pick up date, requesting set up, notes on what time set up should be completed, etc. Luxe Event Rental will not take any responsibility or liability for incorrect information provided.

If the customer is unavailable for delivery or pick up an additional fee will be assessed for additional attempts to deliver or pickup the order.

It is the client’s responsibility to fold and stack equipment in the same way it was delivered. The client must ensure all delivered items are available, dry, clean and not damaged. Any missing, damaged, dirty or wet items will be invoiced and charged to the credit card on file without further notice. If missing items are found, we will issue a refund to the same credit card on file or we will mail you a check.

The responsibility of the equipment remains with the client from the time of delivery until the time of return.

Please be certain equipment is placed in a covered area with protection from the weather when not in use.

Again, charges will be assessed for dirty, missing, broken or damaged items as well as linen which is lost, torn, burned or soiled beyond cleaning. The full replacement value will be charged to the card on file, in addition to the rental charge incurred for usage.

Please be careful of candle wax as it will permanently damage most linen. A valid credit card is required as security for any potential damage or loss.

How do I prevent tablecloth damage?

Do not burn candles directly on the tablecloth. Candle wax will permanently damage most linen. Place a candle plate under each candle.

When using a tablecloth on a food serving table, place a vinyl placemat under each pan, chafer or serving dish. The Vinyl (plastic) will provide a barrier from food spills and drips.

Charges will be assessed for the following.

missing

broken

damaged

dirty

wet

Linen which is lost, burned, soiled, wet, or stained beyond cleaning will be treated as a purchase. The cost of the linen will be charged in addition to the rental charge incurred for usage. The replacement cost is 3x’s the rental rate. A valid credit card is required as security for any potential incidentals.

Is Luxe Insured?

Yes, Luxe Event Rental, LLC is fully insured. Request our COI- Accord certificate by emailing us at [email protected]