Frequently Asked Questions

Frequently Asked Questions

Placing and Managing an Order | Delivery and Fees | Discounts | Payments and Policies | Website | Contact Us/Get Help | Multiple Order Quantities | Helpful Hints for Planning Your Party | Other Helpful Tools

Placing and Managing an Order

Q: How do I place a rental order?
A: Instead of placing your rental order by phone or email, you can select your items, add them to a cart, and check out directly through our website. You can place your orders at any time of day or night, whenever works best for you.
Q: When should I place my rental order?
A: We recommend that you submit your rental order as soon as you know the details of your event so that we may check the availability of your desired rental items and delivery/pick-up dates. Your order must be received and finalized a minimum of two (2) business days prior to the delivery date for the order to be processed in our system.
Q: Can I make revisions to my order after it’s been submitted?
A: You may make revisions to your order before 5:00 pm two (2) business days prior to delivery. All existing orders are final on the business day prior to delivery. Canceling your order or removing items from your order the business day prior to delivery will incur a 100% cancellation fee. You can make additions to existing orders the business day prior to delivery, but they will be subject to a processing fee of $200. Should you need to make revisions less than two (2) business days prior to delivery, please contact Customer Service online for assistance.
If you have an account on our website, you can make revisions by doing the following:
  • Log into My Account.
  • Go to the Upcoming Events section.
  • Select the order you'd like to revise.
  • Complete your revisions.
  • Continue the online checkout process.
Q: How can I check the status of my order?
A: If you have an account on our website, you can check the status of your order by logging in and viewing your Upcoming Events.
If you do not have an account on our website, you can check the status of your order by visiting the Order Status page and entering your Event Number, Delivery Zip Code, and the email address of the event contact.
Q: Do you only work with event professionals?
A: We are proud to work with clients of all backgrounds on their special events of any size.

Delivery and Fees

Q: What states do you service?
A: Our standard delivery area includes the following states in the Northeast and Mid-Atlantic Regions:
  • New York
  • New Jersey
  • Connecticut
  • Pennsylvania
  • Delaware
  • Washington, D.C.
  • Maryland
  • Virginia
  • Massachusetts
  • Rhode Island
However, we are proud to have supported events from Miami to Vermont and beyond. Please contact Customer Service online for more information on our nationwide delivery services. (Additional delivery charges will apply.)
Q: Do you charge delivery fees?
A: We have standard delivery/pick-up charges that apply to all orders - please refer to our listing of typical delivery/pick-up and processing fees that may be associated with an event. Orders that require more complex delivery/pick-up arrangements or arrangements outside our standard business day will incur additional charges. Please visit our fees page for more information.
Q: Do you charge a Damage Waiver Fee?
A: Yes - we charge a Damage Waiver Fee of 3% of your rental order. The Damage Waiver Fee covers rental items that have minor damages caused by normal wear and tear usage our products may endure during your event. Examples of normal wear and tear may include broken glassware or chinaware, stained linen, dented trays, or scratched flatware.
The Damage Waiver Fee is non-refundable and taxable and cannot be waived.
The Damage Waiver fee does not cover:
  • Theft or missing equipment
  • Damage resulting from vandalism or intentional or improper use
  • Damage due to items being left out in inclement weather
  • Damage to motors or electrical appliances caused by improper current/voltage
Q: What other fees may apply to my order?
A: Your order may incur additional fees or charges if our delivery/pick-up teams are required to use stairs, delivery/pick-up is delayed due to the event, if there is a large distance between the truck and delivery location, or if it requires additional labor or services.
Q: I’d like different parts of my order to deliver to different locations on-site (i.e. one part delivered to the ballroom, another part delivered to the kitchen, etc.). How can I note this on my order?
A: You’ll love our Drop Zone feature! Drop Zones are defined as "a specific area at one address where a portion of an order will be placed." On the cart page, you can find a section "Manage Drop Zones & Tags." There, you can add, edit, or remove your Drop Zones. You can assign Drop Zones to products from the dropdown in the cart list, or as you are adding an item to the cart from the Quick Add or product page.
Q: I’d like different parts of my order to deliver to different addresses (i.e. to my commissary). How can I note this on my order?
A: While our online ordering system does not currently support this feature, our Customer Service Team will be happy to help! Please contact Customer Service online with your Event number and they’ll be happy to assist.
Q: Do you set up and break down the rental products?
A: Our delivery/pick-up teams will set up and break down several of our rental products at no additional charge including specialty tables, bars, cooking equipment, dance floors, and platforms.
We can perform chair unbagging/bagging, chair setup and breakdown, and table setup and breakdown services at an additional cost—you can opt to add those services during checkout.
Q: Can I pick up my rental order from your warehouse?
A: To arrange for client pick-ups/drop-offs at any of our locations, please contact Customer Service online.
Q: Do you have an order minimum?
A: Yes, our order minimum is $375, which is to be met with products and does not include delivery/labor charges or sales tax.
Q: How can I view product pricing?
A: You can view product pricing by simply browsing our website. Please be sure to enter the date and zip code of your event location so that you may see pricing specific to that location.
Q: Can I place a linen-only order?
A: Yes, you can place a linen-only by contacting Customer Service online. Your linen-only order can be shipped nationwide via FedEx.


Q: What is a volume discount?
A: A volume discount is an economic incentive for Event Professionals only, designed to encourage customers to purchase goods in larger quantities. Our volume discount model will be reviewed on an annual basis (Jan 1st) and based on the prior year's gross spend your discount will be adjusted based on the formulas below. (Our current aggregate volume will be based on the 2019 calendar year and will be re-adjusted next on Jan 1, 2023, based on the calendar year 2022 gross sales).

Annual Spend Discount %
Above $75,001 Existing
$50,001 to $75,000 10%
$25,001 to $50,000 7.5%
$15,001 to $25,000 5%
Less than $15,000 0%
Q: Do you offer Non-Profit Gala Discounts?
A: Party Rental Ltd. is proud to support many charitable causes. As part of our annual corporate strategy, we have focused our donations on causes that are meaningful to us. We have been supporting both the JDRF, which is instrumental in raising funds and awareness for Type 1 Diabetes and Cycle for Survival, which is run by Memorial Sloan Kettering with a focus on rare cancer research. As part of our continued effort to support non-profit organizations, we offer not-for-profit gala discounts for annual events. The entity being billed for the event must be a registered 501(c)(3) organization.

Number of Attendees Discount %
300 or more 25%
200 - 299 20%
150-199 15%

Payments and Policies

Q: When is payment due for my order?
A: We require all orders to have a valid method of payment on file prior to delivery. Please note that orders will not be released for delivery without a valid method of payment. Our drivers cannot accept payment upon delivery. Payment will be required 2 days prior to delivery.
Q: What types of payment methods do you accept?
A: If you are placing your order online, we only accept credit cards (Visa, American Express, MasterCard, and Discover). To pay by check or apply for credit terms, please contact for more information.
Q: My business or event is tax-exempt. How can I reflect this on my order?
A: Please email your tax-exempt certificate to our Accounting team at
Q: I have an international (non-U.S.) billing address. How do I process payment for my event?
A: Please email with your Event number and billing address so they can assist with special processing. Please do not email any credit card numbers.
Q: What is your cancellation policy?
A: All existing orders are considered final on the business day prior to delivery. Canceling your order or removing items from your order the day prior to delivery will incur a 100% cancellation fee. We will allow additions to existing orders the day prior to delivery, but they will be subject to a processing fee of $200.
Q: What is your standard rental period?
A: The price of our rental equipment includes a 72-hour rental period. Should you need to keep our products longer than 72-hours, additional charges will apply.
Q: Do I need to clean/launder my rentals prior to pick up?
A: When renting china, glassware, silverware, trays, bowls, serving pieces, etc. we ask that you remove any excess debris by scraping or rinsing off the equipment prior to returning. Please return them in the crates and racks in which they are delivered.
If you rented linens, please do not attempt to wash or dry them. Please remove any food, menus, favors, etc. from the linens before packing them for pick up. If linens become wet while in your possession, please allow them to air dry and then place the dirty linens in the linen bag(s) provided.
Please be sure to remove any food/pots/pans from cooking equipment prior to pick up. Please be sure to empty the ashes from the Big John grill prior to pick up. Important note: All oil must be emptied from deep fryers prior to pick up, as we cannot transport cooking oil.
Q: What happens if I break or misplace something?
A: While we do not charge a standard breakage fee on our orders, you may incur additional charges for broken or missing items upon pick up.
Q: What happens if I don’t use part of my rental order?
A: We do not issue refunds for any unused products.
Q: What is your sales tax policy?
A: We have prepared this sales tax policy statement to explain to you when and why we collect sales tax on your purchases.
IMPORTANT NOTICE: Even if we do not collect sales tax from you, you may owe sales tax on your purchase. Unless you live in Alaska, Delaware, Montana, New Hampshire, or Oregon, your state most likely requires purchasers to report and pay tax on all purchases that are not taxed at the time of sale. The tax may be reported and paid on your individual income tax return or by filing a consumer use tax return. For more information, please visit your state's department of revenue website.
PARTY RENTAL LTD. COLLECTS SALES TAX in states where we have physical presence (or nexus), including Connecticut, Maryland, New Jersey, New York, Pennsylvania, and Washington DC. Party Rental Ltd. also collects sales tax in Virginia.
PARTY RENTAL LTD. DOES NOT COLLECT SALES TAX in any state NOT listed above because Party Rental Ltd. is not required to collect sales or use tax in these states.
FOR OUR TAX-EXEMPT CUSTOMERS: PARTY RENTAL LTD. DOES NOT COLLECT SALES TAX if we have your exemption certificate on file.


Q: How do I create an account on your website?
A: Click or tap on the Log in/Register link at the top right-hand corner of the page.
Q: Why should I create an account on your website?
A: By creating an account through our website, you get access to exclusive, helpful features including the ability to:
  • Create and save multiple carts. This feature is great if you are considering multiple different options for your event or for when you need to work on more than one event at a time. Just remember, carts don't reserve your items – you need to check out to do that.
  • Share carts & orders. You can email carts or orders to anyone you want to share them with. This can be helpful when you want a team member or client to review the items and provide feedback. Select the "Share" option to tell us who you want to share with, and we'll send them a link to a read-only view of the cart or order.
  • Manage your account in one convenient place. You can get price lists, pay for your orders online, manage your email subscriptions, and more, whenever and wherever you'd like.
Q: I created an account. What’s next?
A: You're all set! You should get an email to confirm your account creation shortly after submission. Please be sure to take a few minutes to complete your profile, found under Profile in My Account.
Q: I'm having trouble logging into my account. What should I do?
A: First try using the Forgot Your Password? functionality. If that doesn't solve your problem, please contact Customer Service online.
Q: Can I change my password?
A: You can change your password any time you want. Log into My Account and go to Profile. You can change your password there.
Q: I visit your website a lot. How can I bookmark it on my phone for quick access?
A: Want to have our website truly at your fingertips? You can pin our website to your home screen so that our site will appear just like any other app. Then, you can access it with a quick tap, perfect when you're on the go.
  • Android:
    • Start by opening our site in your browser, or just type it into the search.
    • Next, tap the menu button. In some cases there is a “Add to Home Screen” menu option right there, for others it might under the "Page" options.
  • iOS:
    • Launch the Safari app.
    • Open our site in your browser, or just type it into the search.
    • Tap on the Share button in the upper right-hand corner.
    • Tap on Add to Home Screen.
    • Select a name for the new icon and confirm.
Easy, right? The Party Rental Ltd. website is now pinned to the home screen for quick access. Arrange it into the place of your liking.

Windows 10

From Any Browser:

  • While on our website, grab the icon (could be a page, or the letter i in a circle, etc.) to the left of the URL and drag it to your desktop.
  • Now you can click or tap once to go to our site!
  • Users you invite are added immediately after they accept your invitation and set up their User Name & password.

From Microsoft Edge:

  • While on the Party Rental Ltd. website, click or tap the More Actions button.
  • Next, click or tap Pin to Start.
  • Now when you go to the Start Menu, the web page will be there - one click or tap to open!
Windows 8, 8.1, RT, 10

Windows 8, 8.1, and RT devices also offer a way to pin websites to your Start screen or taskbar for easier access.

  • While on our website, pull up the app bar — for example, by right-clicking or swiping up from the bottom of your screen — and tap the star icon.
  • Tap the pin icon, enter a name for the shortcut, and click Pin to Start. The website will appear as a tile on your Start screen.
  • After that, all you need to do is click or tap the tile and the website will open.
Windows Phone

Windows 8, 8.1, and RT devices also offer a way to pin websites to your Start screen or taskbar for easier access.

  • While on the Party Rental Ltd. website, tap the More (...) button and tap Pin to Start in the menu that appears.
  • After that, all you need to do is click or tap the tile and the website will open.
Your Device Not Listed?

If you have another type of smartphone, tablet, computer, etc.; it probably has this feature, too. Just open its browser and look in its menu for an option named something like "Add to home screen" or "Pin to home screen."

Contact Us/Get Help

Q: I have a question about a product or order. Can someone assist me?
A: Absolutely. Our Customer Service team is available to service you from 8 am - 5 pm, Monday through Friday.
Here's how to reach us:
  • By live chat: While browsing our website, look at the bottom right-hand corner of the screen for our Live Chat window. There, you can directly reach one of our Event Rental Specialists.
Q: What should I do if I need to reach someone for an emergency while my event is in progress (from the day of your event until your order is picked up)?
A: If your event is currently in progress please contact us by phone 1-844-GO-HIPPO (464-4776) for help with any of the following issues:
  • Truck arrival and pick up time, or on-site delivery team issues
  • Product troubleshooting (oven, stove, dance floor, propane)
  • Equipment replacement request for items that are either missing, damaged, or broken
  • Last-minute product additions

In order to assist you properly, please have your Event Number to get through to our team. If you do not have your Event Number, please leave a message and we will respond during regular business hours.

Multiple Order Quantities

Q: What is a Multiple Order Quantity (MOQ)?
A: Certain items like flatware will only be available for rental in multiples instead of per piece. Most flatware and dinnerware will be rented in MOQ of 10.
Q: Which products are rented in Multiple Order Quantity (MOQ)?
A: All Wooden Folding Chairs, Flatware, Chinaware and Glassware will be rented in Multiple Order Quantities.
Q: Why can't I rent flatware by the unit?
A: Although we understand you may have limited need for certain products in smaller quantities, we no longer "break packs", which ensures accuracy and timely delivery of your orders.
Q: I only need service for 14, why do I need to order 20?
A: There are certain items (Flatware, Chinaware and Glassware) that will not be available by the piece, but only in multiples (typically 10). So if you need 14, you will be required to order a minimum of 20.
Q: How come if I order 17 wooden folding chairs, the system automatically increments my quantity to 20?
A: Certain products are rented in Multiple Order Quantities (MOQ) and will automatically be adjusted to the higher quantity. You will be given a warning message, but the amounts will be incremented automatically.
Q: Will I be charged for the entire Multiple Order Quantity even though I only need partial?
A: Yes. You will only be able to order certain items in Multiple Order Quantities (MOQ) and will be charged for all items you order - there will be no partial or adjusted pricing.
Q: If I order 100 forks which come in a Multiple Order Quantity of 10, will I get 10 bags of 10?
A: In order to reduce waste we will pack and stock our shelves with larger quantities that are in multiples of 10, so it is likely you may get 1 bag of 100, or perhaps 2 bags of 50. Although possible, but unlikely you may also get 10 bags of 10.
Q: Why are wooden folding chairs only available in Multiple Order Quantities of 4?
A: Wooden folding chairs are packed and transported in canvas bags that hold 4 chairs each and we no longer "break packs", which ensures accuracy and timely delivery of your orders.
Q: Why are most flatware and chinaware patterns now only available in Multiple Order Quantities of 10?
A: We chose 10 as a multiple as it is easier to calculate multiples (easier than 8 or 12) and thought this would lead to less errors and confusion.
Q: Glassware is only available as a full rack or half rack, but how do I know how many glasses are in a rack?
A: Unlike flatware which is packaged in disposable bags, glassware comes in racks that have different slots - most glass racks are either 5x5 (25) or 6x6 (36).
A 5x5 rack - a half rack will be 12 and a full rack will be 24.
A 6x6 rack - a half rack will be 18 and a full rack will be 36.
The MOQ will be available on the website for each product.

Helpful Hints for Planning Your Party

Q: Do you rent tents?
A: We currently do not offer tent rental services.
Q: Are cans of sterno, liners, and trays provided with your chafers, samovars, and proofing cabinets?
A: No, please be sure to order cans of sterno, chafer liners, proofing trays, and, samovar liners separately.
Q: How do I operate/troubleshoot the cooking equipment?
A: To help you get your rental cooking equipment up and running, we've created a series of YouTube videos that show you how to use and troubleshoot the equipment. Please see our videos for Cooking Equipment, Fun Foods, and Propane Equipment. We have installed digital meters on several pieces of equipment to help with troubleshooting; please see this video and this accompanying blog post for more information on how to use the digital meters.
Q: What size dance floor do I need for 200 guests?
A: The rule of thumb: three (3) square feet of dance floor per dancing guest and 2/3 of the party might be dancing at any one time.
For two hundred (200) guests that would translate to 132 guests dancing at any one time. 132 guests x 3 sq.ft. per guest = 396 sq.ft., translating to a 20' x 20' floor. The closest floor to that would be 21' x 21' which is 49 sections.
Q: I am having a party for 250 people. How much space will I need?
A: Dinner parties require approximately twenty (20) square feet per person. You would need a space that is approximately fifty (50) feet wide by one hundred (100) feet long. Obviously, these dimensions will change depending on the size of your tables, if you are going to have a dance floor, etc. A cocktail party typically requires about half the space.
Q: How many glasses do I need for a cocktail party?
A: We generally recommend the following rule of thumb: 1.5 glasses per person for the first hour and 1 glass per hour for every hour after. For example, if there will be 100 guests at a 3-hour cocktail party, you would order (1.5 x 100) + (1 x 100) + (1 x 100) = 350 glasses. Please consider the amount and types of beverages you will be serving in addition to your guests’ preferences when determining your exact quantities.
Q: If I am having a buffet dinner how many plates should I order?
A: To allow for seconds you should generally order 1.25 plates per guest. This may change if you are serving multiple main courses.
Q: If I am using small plates and creating "Stations" for my buffet how many plates should I order?
A: A good guesstimate is approximately five (5) plates per person. Other factors to think about that may increase or decrease the number are how many stations are serving at the same time, how long is the event, do guests come and go or will they remain in the same area for the entire event.
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