POLICIES

MAKING A RESERVATION

To confirm a reservation we require your contact information, a valid credit card number on file, a non-refundable deposit, and a signature on your rental contract. The deposit is equal to 50% of your order total and is applied towards your final balance. Your order will not be considered ‘reserved’ until a deposit and signed contract are received.

PAYMENTS

Payments can be made through our Quickbooks invoice link specific to your oder. We can take payments over the phone or by email. You may pay the final balance on your account up to 5 days after the agreed delivery date.

CHANGES AND CANCELLATIONS

Your satisfaction is of the utmost importance to us. The day you book your order the items are considered out of our inventory for your date and thus made unavailable to other potential customers. This ensures you will have all the items you need on the date you require them. Because of this, we do have certain policies regarding changes to your order.

All reductions in numbers must be received by Citrine 14 days prior to your event. Any reductions or cancellations made within 14 days will be subject to a cancellation fee. Any increases in your numbers must be made prior to your pick-up or delivery, and are subject to item availability. These items will be billed separately. You may make changes by phone or email. This policy helps us to ensure that your order is packed as accurately as possible. See our Cancellation Policy below for more detailed information.

CANCELLATION POLICY

Reductions in quantity are limited to 20% of the original amount ordered per item and must be made a minimum of 14 days prior to your event to avoid penalty. Reductions in quantity greater than 20% and/or any reductions made within 14 days of your event are subject to a penalty of 50% of the total rental rate of the canceled item(s) plus taxes. Any items canceled within 1 week of the event will be charged at full rental rates plus taxes.

RENTAL PERIOD

  • 1-4 Days: Base Inventory Price

  • 5-6 Days: Base Inventory Price x 1.35

  • 7-8 Days: Base Inventory Price x 1.5

For orders over 8 days, please contact us for a customized quote.

PICKING UP YOUR RENTAL

We typically allow pick up of your rental; however, in the case of some fragile items, we must deliver and pick up using our professional staff. Unless special arrangements have been made prior to your pick-up, you may pick up your rental any time after 12 noon on the day before your event and may return no later than 2 pm on the day specified on your rental contract. Either you or someone else can pick up your order. If another person will be picking up they will need to know what name your order is booked under and settle any remaining balance owing on the account. If you require your rental earlier than 12:00pm on the day before your event, you may contact Citrine to see if it will be ready earlier. You are responsible for any and all damage that may occur during transportation to and from your event site.

DELIVERY & PICK UP

Delivery times are set on the week of delivery. You will be given a morning or afternoon delivery time. Morning delivery means the items will be delivered between 8am and 12pm. Afternoon delivery means delivery between 12pm and the last delivery of the day. Our trucks will deliver until their schedule is complete. Should you have special delivery requests, please contact us and we will do our best to accommodate your needs. As there are many deliveries in a day it is not always possible to give exact delivery times. For an additional fee it is possible to arrange for before- and after-hours deliveries, as well as time-specific deliveries. All deliveries require the signature of a responsible party for rentals to be left.

MISSING OR BROKEN ITEMS

If items are missing or broken upon pick-up or return of your rentals, you’ll be subject to pay for the item equivalent to 5x the item’s rental price.