Rental Policies & Procedures
Delivery and Pick-Up Charges
Optional delivery service is available for orders of $50.00 rental value or greater. Your rental items are delivered neatly stacked to a dock, door, driveway or garage that is immediately accessible to our trucks. Call for pricing to your particular area. Factors warranting additional charges include having to deliver up steps or up elevators or having to navigate significant distances from our vehicles to the event location. Additional charges may also apply for deliveries or pick-ups after normal business hours or on Sundays, mandating a specific time, or having to have an item on a "rush" basis. Customers are asked to advise us, in advance, of any anticipated challenges so that we can budget the necessary time and labor to accomplish the job without jeopardizing our service to others.
Signing and Accepting Deliveries
It is best to be home on the day of delivery to accept, sign for and confirm the quantity and condition of items you have ordered. If you know you will not be home please call our office for an alternative arrangement. For security purposes, orders will not be left without a signature or payment.
Delivery Times
We normally deliver Monday through Friday between 8 am and 5 pm. During busy seasons, we may extend these hours. Exceptions to this will be weather conditions, complexity of the event, availability of the event site or the quantity of deliveries for that particular day. You may request a "before time" or an "after time" between the hours of 10:00 am and 3:30 pm. While we want to accommodate all requests, the volume of deliveries on certain days requires us to manage the order of stops in such a way that we can serve all our customers in an efficient manner and at a reasonable cost. Again, events that require exact time, after hours, or same day round trip service may be charged additional fees.
Set-Up and Take-down Service
Items that require assembly such as tents, tiki bar, stages and dance floors, generally include set-up and takedown in the rental fee. For an additional fee, set-up and takedown service can also be arranged for tables, chairs and a few other items. Generally, we do not set-up or takedown glassware, china, linens or other table top rentals.
Duration of Rental
Prices shown are a one-day charge, which includes a day to pick-up, one day of use and a day to return, excluding Sundays and Holidays. If you wish to rent items for extended periods of time, call for special rates.
Rental Item Care and Return
Responsibility and security for rental items remains with the customer from delivery to return by the customer or until time of pick-up by our staff. Customers are responsible for all breakage and lost equipment including containers and rolling carts if provided, with payment for such losses or damages due on return date. All items should also be secured and protected from harmful weather conditions. Items should be returned clean (except linens). Some items include special cleaning instructions in the packing when necessary. Please note the following general return requirements:
- Glassware should be rinsed and turned upside in the proper racks.
- Silverware should be well-rinsed and not soaked in bleach water.
- China should be throughly rinsed and re-crated in same containers as delivered.
- Linens should be dry and shaken free of all debris and not left in plastic bags or other air tight container for extended periods of time. Customer will be responsible for damage caused by mildew, burns, candle wax or tears.
- Tables and Chairs should be folded and stacked in orderly fashion in the same location as delivered and are to be protected from rain.
Payment and Ordering Policy
Metro Cuisine accepts payment by Check, Visa, MasterCard and American Express. COD payments will not be accepted. Payment in full is required before a delivery is made. A security deposit and credit card number may be required for customers that do not have an approved billing account. Adjustments resulting from decreases or increases of items ordered, of additional delivery charges, or of damaged or missing equipment will be charged after the event date. Orders can be placed during regular business hours (Monday - Friday 9:00 am to 5:00 pm). We require a 25% deposit (minimum $30.00) on all standard equipment orders and a 50%deposit on all tent orders.
Cancellations & Changes
Cancellations within one week of delivery are subject to a cancellation fee equal to 25% of the rental value. Orders cancelled within 24 hours of event will be charged the full rental rate. Tent reservations cancelled within one week of event are subject to a cancellation fee equal to the security deposit.