Frequently Asked Questions

Below you’ll find answers to some commonly asked questions. If you have any additional questions you don’t find answers to here, please feel free to contact us.

—Placing and Managing an Order—

Can I view pricing online?

All of our pricing can be viewed online by creating an account with us here. 

 Where can products be viewed?

We have interactive design centers that house all of our rental products. We welcome you to schedule an appointment to come and personalize your event by clicking here.

How do I place an order?

You can place your rental order on our website, by email, by texting, or by calling us. When placing your rental order online, an Event Architect will follow up with you during our standard hours of 9:00 AM- 4:00PM Monday through Friday.  It is best to start a quote as early as possible in the planning process and to finalize items needed at least one month prior to the desired delivery date.

What happens if I wait to secure a quote to an order less than two weeks before the delivery date?

A $1,000 transfer fee may be applied to any order confirmed within 14 days of the delivery date.  This fee covers the cost of transporting products from multiple warehouses to arrive in time for your event.  Orders confirmed in advance of 14 days do not incur a transfer fee.  If price quotes are not converted to a reservation prior to the delivery date, an Expedited Next Business Day or Expedited Same Business Day Delivery service charge may be applied as products in price quote status are not pulled or routed until they become a reservation.

How will I know if my order is confirmed?

Rental requests will start off as price quotes.  Price quotes do not hold or secure items.  We can edit the quote as many times as needed until the quote is acceptable.  A 50% deposit is required to secure and reserve items, and the remaining balance is due two weeks before the delivery date. 

—Delivery and Pick Up—

What is your delivery and pick-up process?

Our standard freight is a lump-sum price including delivery and pick-up between the hours of 9:00 AM - 4:00 PM Monday through Friday on open business days.  This means our drivers will arrive anytime in that time range.  We also offer additional service add-ons for priority routing timed specific windows and delivery or pick-ups needed outside of our business hours. You can view our helpful reference rate sheet here.

Do you offer labor?

We offer labor services for set up and breakdown for all of our rental products.  We require a drawing or diagram layout of how you want the items placed by our drivers in advance to ensure a smooth and efficient delivery.  Onsite layout changes may incur additional labor fees.  Please let us know if you would like us to design a layout for you.  There is a $125 creative services fee for each layout with unlimited revisions.

—Payments and Policies—

What are your payment terms?

We require a 50% deposit to turn your quote into a reservation. Your final balance is due 2 weeks prior to delivery. All orders do require a credit card authorization on file.  If your business needs net terms, a credit card application can be provided upon request. Please remit payments to JBK Group Florida LLC, Department 7400 PO Box 4110, Woburn, MA 01888-4110.

What type of payment do you accept?

We accept all major credit cards (Visa, American Express, Mastercard, and Discover). If you would like to pay by check, you must request a credit terms application. 

What is your cancellation policy?

You may cancel reservation orders that do not contain any specialty procured products up until seven (7) days prior to the delivery date for a full refund. Reservation contracts containing specialty procured products may still be canceled however, the rental fees associated with the specialty items are non-refundable. Cancellations or rental order reductions made within four to six (4-6) days prior to the delivery date will receive a 75% refund. Cancellations or rental order reductions made within one to three (1-3) days prior to the delivery date will receive a 50% refund. There is no refund for orders that cancel or reduce on the same day as the delivery date. 

Do you offer damage waiver?

We offer damage waiver which is a  service to cover equipment that is accidentally damaged during the rental period. The waiver is calculated at 12% of the rental items and is non-refundable. It does not cover loss or theft of items. Please see our Rental Terms for the full description of the damage waiver. If you opt out of the damage waiver, you will be responsible for replacement costs.

—Website—

How do I create an account?

You can create an account by clicking the top right "Sign In" button, or by clicking here. 

Why should I create an account on your website?

By creating an account all of our pricing can be viewed, and you can request a rental quote by placing items in your cart and checking out.  Create an account with us here. 

I created an account, what do I do next?

You will receive an email to confirm your account immediately after your submission. Once you are confirmed, please visit your account to complete your profile.

How do I join your email community?

Sign up here to stay on trend!