Rental Policy

Our rentals are due back next day by 11am or Monday by 11am for weekend rentals. For weekend rentals (unless we have other bookings) your rental can be self picked up or delivered on Friday (9am – 6pm) and returned by 11am Monday at no extra charge.

No, you can order as much or as little as you need for your event. 

We have two types of deposits. One is a 50% non-refundable booking deposit and the other is a fully refundable security deposit.

50% Non-Refundable Booking Deposit: For orders over $100 and made at least 6 days before delivery/self pick-up date, we require a 50% non-refundable booking deposit to reserve your rental items. This deposit is 50% of the price of the items you are renting only (does not include any service fees). This amount is used to offset the balance owing on your invoice. This deposit covers the costs of prepping and making your items unavailable to rent to others for your date.

Fully Refundable Security Deposit: The security deposit is used to cover any damaged, destroyed or lost item costs and a full/partial refund is issued three (3) days after rental items have been picked-up/returned and inspected. The security deposit is due with all the remaining balances on your invoice no later than 5 days before your delivery/self pick-up date.

A quote is only a price guarantee for up to 30 days from quote date. A quote is not considered a confirmed reservation of your items yet. 

Bookings of $100 or less, and bookings made 5 days or less before your delivery/self pick-up date require full payment and a signed contract to confirm reservation.

Bookings over $100 and 6 days or more before your delivery/self pick-up date require 50% non-refundable booking deposit and a signed contract to confirm reservation.

Orders are considered final and all balances are due 5 days prior to scheduled delivery/self pick-up date, at which time acceptance of any additional changes are solely at our discretion and may incur an extra charge of $100. Orders not confirmed and paid for in full 5 days prior to the scheduled delivery or pickup date are subject to automatic cancellation without notice.

We accept all major credit cards, like Visa, Mastercard or American Express. We can issue a payment request through our online booking system which gives you the option to pay from the comfort of your own home/device.  

We also accept cheques and cash. Cheques need to be made out to White Willow Event Rentals and delivered to us at least two weeks in advance so they can be cleared before the event date.

We also accept e-transfers. Please send to [email protected] with the password set to your booking number.  

Yes, we refer to this as self pick up. Please ensure you have a proper sized vehicle and any help necessary. We do not load/unload or secure your rental items inside your vehicle. 

We can deliver anywhere in the GTA and Simcoe County areas. This includes Barrie, Wasaga Beach, Newmarket, Bradford, Aurora, Shelburne, Orangeville, Bolton, Brampton, Markham, Concord, North York, Toronto, Mississauga, Etobicoke + more.

Our base service fees provide a delivery/pick up and setup/teardown between 8am and 6pm. We strive to be as fair and transparent as possible, therefore we custom quote each delivery/setup service request based on a number of factors including but not limited to distance, travel time, manpower required, size of delivery, time required for set up/teardown, season etc. Services required before 8am or after 6pm are charged additional fee. 

Delivery or Pick up Service Additional

Delivery or pick up before 8am -> $80 –  $150 additional fee

Delivery or pick up after 6pm -> $70 – $120 additional fee
Delivery or pick-up after 10pm -> $80 – $150 additional fee

Full Service Additional (delivery with set up and/or teardown with pick up)

delivery/set up or teardown/pick up before 7am -> $180 – $250 additional fee

delivery/set up or teardown/pick up before 8am ->$160 –  $180 additional fee
delivery/set up or teardown/pick up after 6pm ->$120 – $180 additional fee
pick up & teardown after 10pm -> $160 – $250 additional fee (We do not offer set up service after 10pm.)

No, client is responsible for setting up and coordinating with the venue all delivery and pickup times and requirements. If we are unable to complete our delivery or pick-up at time/address provided by client due to refusal or miscommunication with venue, extra charges will apply for every 15 minutes we need to wait or we may have to leave if we have another delivery that day and cannot guarantee we will return. 

Our delivery fee is based on delivery/pick-up to ground based level, loading dock or with access to elevator service. Client is responsible to notify us of any difficult access at least 8 days prior to delivery date. Additional charges will apply where access is difficult. Should we not receive notification of such access ahead of time and the time allotted for our delivery cuts into our next delivery that day, we reserve the right to cancel your delivery without any refunds. Difficult access is, but not limited to, where the floor(s) is other than at ground level (such as step(s), non-flat, non-smooth surface), uphill, steep hills, stairs, elevators, uneven/irregular/narrow/obstructed floors or pathways (e.g., sand, gravel, pebbles, ragged, rough, dirt, extremely narrow or obstructed pathways and surfaces), multiple level set-up and tear-downs, long distances between parking and rental drop-off, challenging or difficult driveways, windy, narrow, and/or steep canyon roads/paths, difficult parking, clearance issues for vehicles, and otherwise difficult installation, etc. (this list is not exhaustive).

Yes, in-fact we encourage our clients or their agent to inspect and sign-off on the items during self pick-up or delivery. During delivery, in the event no one is on site to verify equipment and/or set up instructions the delivery team will leave the equipment and it will be accepted “as is”. No changes, equipment exchanges, or refunds of set up fees will be granted after our team leaves the delivery site. 

No, we clean all our items after every rental. Please DO NOT wash our linens. If they get wet or have spilled drinks, please hang them to dry before packaging so they don’t get moldy. Also shake any food and debris off the linens. If they get moldy, you will be charged for the damages.