Frequently Asked Questions
What are your business hours?
We are open 8:30 AM to 5:00 PM, Monday through Saturday. If you have an emergency, we do have on-call service and we can deliver and pick up anytime.
How do I place an order?
You can submit a quote on our website and a customer representative will contact you within 48 hours to confirm if you would like to make it a reservation. Submitted quotes are not a reservation until a customer service representative contacts you to make further arrangements. You can also call us at (858) 689-7368. If needed, one of our Event Specialists may be available for an onsite consultation, and their services are FREE!
What is needed to place an order?
We will need to have the delivery and pick up address, home or business phone number, and an onsite contact person with a cell number if possible. We will need the correct dates for delivery and pick up. We will also need a current credit card number along with the expiration date and the CVV code. The CVV code can be found on a VISA or MasterCard on the backside of the card by your signature. It is the last 3 digits in the white signature box. On an American Express card, it is the four-digit number found above the card number on the front of the card. We will also need the name on the card and the correct billing address for the credit card. You are welcome to place a quote, however the rental equipment will not be guaranteed unless a deposit is established or the invoice is paid in full.
What payment options do I have?
We accept all major credit cards (VISA, MasterCard, American Express, and Discover), cash and checks. Sorry, but we cannot accept checks from new accounts. Full payment must be received two weeks prior to the date of your event. If you place the reservation more than two months ahead, a 50% deposit is needed. An additional deposit may be required when paying by cash or check. (The additional deposit amount is based on the total amount of the order placed).
What are your rental rates based on?
All rates quoted are based on a 24-hour rental period per item; however, we allow extra time for the customer to pick-up/drop off. We prefer to deliver the day before your event and pick up the day after. If that is not possible, other arrangements can be made. Any rental equipment kept for longer than specified will be charged according to our price schedule.
How much is delivery?
Delivery and pick up rates are based on the time and the location of your event. Delivery and pick up rates are quoted as a round trip fee. We do not offer a one-way rate. Depending on your location, there is a minimum order amount that must be met before delivery charges are applied. Please note: Our normal delivery and pick up times are Monday through Saturday, 8 AM-5 PM. If a more specific time is needed, there will be additional charges. It is strongly recommended that the customer be available onsite for delivery and pick up times.
Who is responsible for damaged or missing items?
The customer is responsible for all equipment from the time of delivery or will-call until it has been returned to Raphael's Party Rentals. The customer is also responsible for damaged or missing items and verifying an accurate count of rental items received and returned.
Do you offer insurance against damaged items?
A damage waiver is available. The damage waiver charge is 10% of the total rental and covers reasonable, accidental damage to the equipment. It is optional and non-refundable. If the damage waiver is declined, and any rental items are damaged or missing, the customer will be responsible for the replacement charges for the items.
Will you set up my items?
Yes, we will set up tables and chairs. There is an additional charge for setting up and arrangements must be made in advance. Set up does not include linens and table settings. Set up for dance floors and canopies is included at no additional charge.
What is you cancellation policy?
Any orders cancelled prior to 72 hours before the delivery/will-call date may be subject to a cancellation fee. Orders cancelled within 72 hours of the delivery/will-call date are subject to a 50% cancellation fee. Orders cancelled the day of, or at time of delivery or will call, are subject to a 100% cancellation fee. Special order items or services are subject to a 100% cancellation fee once the order has been placed. All orders placed two weeks prior to your event will receive a confirmation call. It is the customer's responsibility to make any additions or cancellations of the rental equipment prior to the day of delivery or will call.