FAQ | Answers to Common Questions About Our Event Rentals
How to Book Online
Booking with us is easy and convenient! Our online store allows you to check availability, get instant quotes, and place your order 24/7.
- Select Your Dates: Choose your desired pickup and return dates within our available pickup and drop-off times. This will allow the system to show you real-time availability for the items you want.
- Add Items to Your Cart: As you shop, the system will indicate whether your selected items are available for your event dates.
- Choose Delivery Option: If you prefer delivery, you can select that option during checkout. (Please note: We will contact you the Sunday before your event to confirm the exact delivery times.)
- Checkout and Secure Your Booking: When you're ready, click 'Checkout' and pay a 25% deposit by credit card to secure your booking. After payment, you'll receive a confirmation email.
That’s it—you’re all set! If you have any questions, feel free to call us at (313) 380-2195. If we need any additional information, we’ll reach out to you.
Can I Modify My Order?
Adding Items to Your Existing Order:
If you’d like to add items to your order, please email us at info@twelve21events.com with your request. We’ll process it the next time we’re in the office.
Minor Changes:
Minor changes to your order are accepted if requested 15 or more days before your event.
Cancellations:
Refunds are not provided for items canceled with less than 30 days' notice.
Please note: Our 50% deposit fee is non-refundable.
How do I pay?
We accept payments via credit card or Visa Debit through our online store. If you have received a quote from us, a 50% payment request will be sent to you online, which can also be paid by credit card or Visa Debit.
Booking Instantly Online:
When you book online, our system will request a 50% non-refundable deposit to secure your booking.
Payment Due:
Full payment is due 7 days prior to your event. At that time, we will authorize the payment from the credit card initially used.
A credit card and driver’s license must be kept on file for all rentals.
Refund Policy on Unused Rentals
No refunds will be issued for unused rental equipment.
Please note that all rental equipment is subject to availability at the time of booking.
Rentals officially begin once the customer picks up the equipment or when it is delivered.
Prices are subject to change without notice.
Hours of Operation
Customer Pickup and Drop-off Times:
Monday - Friday: 10:00 AM - 7:00 PM
Standard Delivery Times:
Wednesdays: 5:00 PM - 8:00 PM
If you require a custom delivery time, please let us know during the quoting/booking process, and we’ll do our best to accommodate your request.
Phone Availability:
Monday - Friday: 9:00 AM - 5:00 PM
(313) 380-2195
Where are you located?
We send you our location once the booking is finalized, however we are located on the border of Detroit/Redford Michigan near 6 Mile/Beech Daly.
Delivery Services and Rates
Standard Delivery Rates
(Delivery the day before your event and pick-up the day after or the following Monday)
- Small Van Delivery: $275.00 / Small Van Pickup: $275.00
- Medium Size Delivery: $300.00 / Medium Size Pickup: $300.00
- Large Size Delivery: $350.00 / Large Size Pickup: $350.00
Exact Time Arrival (Pick Your Time) - $175.00 Per Trip
If you need an exact delivery and pickup time, you can add custom times for an additional $175.00 on top of the standard delivery charge. This option is ideal for events requiring same-day delivery and pickup, or for locations that are public or unmonitored. For example, a wedding ceremony setup in a public park with a 12:15 PM arrival and a 3:45 PM pickup. The additional $175.00 covers the cost of precise scheduling, which may require extra staff and delivery vehicles to meet specific deadlines, as our standard deliveries are sequenced for efficiency.
Out-of-Town Mileage Charge
Out-of-town deliveries incur an additional charge of $4.00 per mile on top of the standard delivery fee.
Delivery Upsize
If we need to upsize the delivery vehicle or add extra staff, delivery prices may increase accordingly.
Standard delivery fees apply to deliveries within Detroit, Redford, Livonia, and Farmington city limits.
More About Delivery
Please note that our standard delivery service is curbside only unless otherwise arranged with our team via email. If you have specific delivery requirements, please contact us immediately to ensure a smooth delivery process.
Additional Delivery Requirements
If your delivery situation involves any of the following, please reach out to us as soon as possible. We may need to:
- Allocate additional staff
- Schedule extra time on our delivery route
- Bring additional transport equipment
Examples of Situations Requiring Additional Arrangements:
- No direct drive-up access or insufficient parking directly in front of the drop-off area.
- Stairs or elevators requiring multiple trips by our team.
- More than 150 feet of distance between the parked delivery vehicle and the drop-off location.
- Entrance fees or permits required to access the delivery area (e.g., parking fees or park permits).
Additional charges may apply for these situations.
Can I setup my own Rentals?
Pop up tents:
Yes, you can pick up these and set them up yourself.
Large pole tents and marquee tents:
Our pole tent and marquee tent rental prices include installation (not delivery) and require that our staff executes the installation to ensure a safe installation.
How do I select my delivery drop off and pickup times?
In the calendar the pickup and drop-off times are set for pickups from us only and do not apply for deliveries.So, if you don't see your requested time available you can select a different time or date close to your requested time to make the booking come through.When you are filling out the form you can mention the exact times that you want.Additionally, every order that delivery has been selected for will be contacted to make sure we get all of the details changed exact to your specifications.
How long do I get my rentals for?
Most of our rentals are priced for up to 3 days at a single rate. This means you pay the same price whether you need the item for 4 hours or 3 days. Some items have a daily rental rate, and these prices will be displayed in your cart.
Do I need to clean my rentals before return
Yes, rentals need to be wiped before return to avoid additional cleaning charges.Rentals that are visibly dirty or dusty are subject to a cleaning fee that starts at minimum of $50.00 and additional charges for time and chemicals needed to do any deep cleaning on items that are very dirty.The payment will be taken off of your credit card that you initially paid with.However, you do not need to wash our tablecloths as this may set a stain and do more bad than good for the tablecloths.
How early can we make our reservation?
Book Early for Best AvailabilityOur rentals are reserved on a first-come, first-served basis, so we recommend booking as early as possible. For large events, it's best to book as soon as you finalize your guest list or at least 2-5 months in advance. For smaller events, aim to book 2-4 weeks before your event date.Please note that December and the summer months are peak periods, and advanced booking is highly recommended. Early planning ensures product availability and peace of mind for your event.We offer instant availability checks on our website. If you want to see the frequency of available items, you are welcome to use our system for that purpose.
Do I need to be present to receive a delivery?
While your presence is not required during delivery, having someone available to inspect the items and notify our office of any discrepancies is highly beneficial. This ensures that you receive everything you have rented and helps us address any issues promptly.