Frequently Asked Questions:

WHERE ARE WE LOCATED?
157 Graycourt Rd Chester NY 10918


WHAT ARE OUR BUSINESS HOURS?
We are open from 8:30 AM to 5:00 PM, Monday through Saturday.
If you have an emergency, we do have an on call service and we can deliver and pick up anytime.



HOW TO PLACE AN ORDER?
You can submit a quote on our website and a customer representative will contact you within 24 hours. Submitted quotes are not a reservation until a customer service representative contacts you to take all the information needed to complete a rental order. You can also call us at (866) 783-5920. If needed, one of our Event Specialists is available during business hours to help you.
For tents 20×20 or larger an onsite estimate is required.
 

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. All equipment will not be guaranteed unless a deposit is established an invoice is signed.

PAYMENT OPTIONS
We accept credit cards (VISA, Master Card, American Express), cash and checks. Full payment must be received two days prior to the date of your event, unless prior arrangements are made.  

RENTAL RATES
All rates quoted are based on a 24-hour rental period per item; however, we allow extra for the customer to pick-up/drop off at our locations. Any rental equipment kept for longer than specified will be charged according to our price schedule. The same applies to deliveries unless prior arrangements are made.

DELIVERIES
Delivery and pick up rates are based on street level. Delivery and pick up rates are quoted as a round trip fee. We do not offer a one-way rate. Delivery and pick up rates are based on the time and the location of your event. Depending on your location and schedule additional charges may apply.
Please note: Our normal delivery and pick up times are Monday through Saturday, 8 AM-5 PM.
The customer is responsible for all equipment from the time of delivery or will call until it has been returned to Upstate Party Time Rentals. The customer is also responsible for damaged or missing items. It is recommended that the customer verifies the accurate count of rental items received and returned.

MISCELLANEOUS CHARGES
You may be charged a labor fee if your delivery site requires that equipment be taken up stairs or elevator.
Please note: All deliveries are sent out in the morning. If you plan to order additional equipment on the day of your event, additional delivery charges will be applied.

DO YOU NEED YOUR EVENT SET UP OR TORN DOWN?
If you need us to set up your tables and chairs, there will be additional charges and arrangements must be made in advance. However, set up does not include linens and table settings.

WHAT IS THE DAMAGE WAIVER?
The damage waiver is 10% of the total rental and covers reasonable, accidental damage to the equipment. It is optional and is non-refundable. If the damage waiver is declined, and any rental items are damaged, the customer will be responsible for the replacement charges for the damaged items.

WHAT IS OUR CANCELLATION POLICY?
Orders cancelled prior to 24 hours before the delivery/will call date may be subject to a cancellation fee. Orders cancelled within 24 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. 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.

QUESTIONS?
If you have any further questions, please do not hesitate to call us at (866) 783-5920. One of our customer service representatives will be happy to assist you.