FREQUENTLY ASKED QUESTIONS

Here are a few questions that are frequently asked by our customers. We hope you will find this information helpful. Please feel free to contact a customer service representative if you have any additional questions or need further assistance.

We have broken down the FAQ page into three sections to make it easier for you to find the answers that you need. Please select a topic:

PLACING AN ORDER

DELIVERY & PICK-UP

CLEANING/DAMAGES

ALL ABOUT RENTING

Placing An Order

What are your showroom/office hours?
We are open from 8am-5pm Monday through Friday.

Where are you located?
We are located at 845 Park Avenue, San Jose CA 95126. Our nearest cross streets are South Montgomery Street and Race Street. Click here for a map and directions.

Do I need to make an appointment to visit your showroom?
It is not necessary to make an appointment. However, if you require the assistance of a canopy specialist, we recommend that you call our office and schedule an appointment.

What is required to place an order?
You will be asked for your name, address, phone number, a valid drivers license or other government issued photo identification, and a major credit card. If you do not have a major credit card, a cash deposit equal to the replacement cost of the equipment will be collected. The cash deposit will be refunded upon timely return of all products in the same condition as received.

How far in advance should I place my order?
Advance reservations are recommended to ensure availability. We recommend placing your reservation at least two weeks prior to the date of your event. However, you may place your order one day in advance or up to one year in advance.

How long is the rental period?
Rates are for a 2-day rental period (i.e., Monday-Wednesday). Weekend rentals are generally from Friday through Monday. If you require a longer rental period, please contact our office for rate information. All charges are for time out whether equipment is used or not.

When and how do I pay?
Payment is due ten days prior to the date of delivery. If orders are placed with less than ten days notice, payment is due at the time of reservation. Will call orders may be paid for at the time they are picked-up. We accept cash, checks, and all major credit cards.

Is tax charged on my order?
There is no tax on rental items or service fees. Tax is charged on disposable items only (i.e., sterno, candles, etc.)

Can I pick up my rental items?
Yes. There is no minimum for will call orders. If you plan to pick up the items yourself, please be sure that all items will fit safely inside your vehicle.

Delivery & Pick-up

What are your delivery hours?
Our regular delivery hours are 8am-5pm Monday through Friday. For an additional charge, delivery and/or pick-up service can be provided after hours or on weekends and holidays. Specific time requests are also available for an additional charge.

Is there a minimum for delivery?
Our delivery minimum is $250.00. Orders that meet or exceed the minimum qualify for local delivery during regular business hours.

What do you consider your “local” delivery area?
Our local delivery area ranges from south San Jose to Milpitas, East San Jose to Sunnyvale and Cupertino, and includes Los Gatos, Monte Sereno, and Saratoga. For an additional charge, delivery and pick-up service in other areas may be arranged. Please call our office for more information.

Where will the equipment be left?
Equipment will be delivered ground level to a dock, door, garage, or yard that is immediately accessible to our trucks (within 50 feet). Equipment must be restacked and ready for pick-up in the same manner and place as delivered.

Will your drivers set up and take down the equipment?
Williams will set up and take down canopies, stage, and dance floor. All other equipment (tables, chairs, linen, glassware, etc.) are set up and taken down by the client. Set-up and take down services for tables and chairs are available at an additional charge. These arrangements MUST be made prior to delivery and pick-up.

Can I make changes to my order after it has been placed?
Final counts are due 10 days prior to the date of service, however; changes may be made up to 48 hours prior to the date of service. Reductions made with less than 48 hours notice are subject to a 50-75% restocking fee. Additions made with less than 48 hours notice will be treated as a new order and must meet all delivery requirements.

What is your cancellation policy?
Cancellations require 48 hours notice (prior to date of service, not day of event). Cancellations made with less than 48 hours notice are subject to a 50-75% restocking fee.

Cleaning/Damages

What should I do with glasses, china, and other food service items prior to returning them?
Please scrape and rinse these items and place them in the containers in which they were issued.

What if I am not able to rinse the food service items prior to return?
A cleaning fee of approximately 30% will be charged for all items returned without being rinsed.

What should I do with linens prior to returning them?
Please shake linens to free of food and confetti. Please do not place linens in plastic bags; this may lead to mildew. Use provided WPR linen bags. Please discard hangers only.

What happens if items are damaged or lost?
Responsibility for equipment remains with the customer from time of receipt until time of return. Please be sure equipment is secured when not in use and protected from the weather at all times. The customer will be charged the replacement cost for damaged or missing items, including boxes, crates, and carts.