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 your nearest showroom and speak with a sales associate or showroom consultant. To view our complete terms and conditions please click here.
Will I receive an order confirmation?
Yes, once your order request is processed and confirmed we will email you an order confirmation. Please read and review the order confirmation carefully, and let us know if you need any changes to the order, or if anything is in error. You have until 4 PM PST 5 business days before your order leaves our warehouse to reduce your counts and until 4 PM PST 3 business days before your order leaves our warehouse to make additions.
Do you sell linens?
Can I make changes to an order?
Yes, you can make changes to your order but orders must be finalized 5 business days ahead of the warehouse departure date. After this time you may not make changes to an order.
What does your rental fee cover?
Our rental fee covers the price of the linen as well as all washing and processing. The only additional fees are taxes where applicable and delivery or shipping. Any damages or missing items will be assessed after your order is returned to us.
How long can I keep the linens?
Our standard rental period is up to three days. Please note that if your linens not returned on the scheduled pick-up date, your order will be assessed a $50 missed pick up fee.
If you need to keep the linens for longer, please let us know (email@example.com) and we can check availability to extend the rental for an additional rental fee. For any items that are out of our inventory for an extended period of time, you will be charged an extended rental fee.
How do I place an order?
Please submit your order request on our website, or email firstname.lastname@example.org. If you need help selecting linens, please call or visit one of our showrooms. Please allow a minimum of one business day for your order to be processed, and understand that there may be a delay if we need to confirm inventory availability. To avoid expedited shipping charges, we recommend you place your order at least two weeks in advance of the date you’d like to receive delivery.
How do I get a hold of someone if I have an after-hours emergency?
Call 707.492.5300! This line will connect you a voicemail box that will be responded to within 30 minutes by one of our sales or production team members on Friday evening, and Saturday until 3:00 PM. For new orders, questions regarding payment or future events, please call during business hours to connect with customer service.
Payment and Cancellation Terms
What are your payment terms?
We require a 50% credit card deposit to hold an order, and the remaining balance is charged to the same card the day before the order leaves our warehouse. Net 30 terms are available to industry account professionals who have been pre-approved by our account application process.
Can I cancel my order?
Due to the nature of our business, cancellations affect us significantly; therefore, we adhere to a strict cancellation policy. Cancellations after the Final Confirmation (4pm PST, 5 business days before your order leaves the warehouse), will result in the forfeit of your deposit and may be charged a re-stocking fee. Cancellations within two business days of your order leaving the warehouse will be charged in full. See Terms & Conditions.
Can I hold multiple options on my order?
We do allow clients to hold multiple options on an order for three business days. After three days, the order is subject to cancellation, according to our discretion, so that those items are available to other clients.
Do I have to pay for linens that I don’t use?
Yes, you are responsible in full for rental fees of items that have left our warehouse, as they are out of our inventory and unavailable for other clients to rent. We are happy to make any final changes to your order prior to 4 PM PST 5 business days before it leaves our warehouse, so that your order is appropriate for your final guest count.
Can I download a Credit Card Authorization form?
Yes, here is the Credit card authorization form.
Damaged and Missing Items
Should I launder the linens myself?
We ask that you not launder your linens under any circumstances. We have a special laundering process for each type of fabric we carry, and many of them are too delicate for standard washing. Cleaning is included in the rental fee, so please leave that to us.
What constitutes a damaged item?
An item is considered damaged if it is beyond the point of repair or laundering. It is rare, but we do have to charge a replacement fee if a linen is returned in an unrepairable condition. The most common damages are wax stains, tears or cuts, burns, permanent marker, excessive soil and mildew. Normal food and wine stains are not considered damages.
Will I be charged for damaged or missing items?
Yes, all of our linens contain RFID tags that allow us to accurately track everything that comes and goes from our warehouse. If an item is not returned, or returned in such a condition that it cannot be rented again, we do have to charge a replacement fee.
How do you calculate replacement fees?
Replacement fees vary by fabric, and are dependent on the value of the fabric itself, how difficult or easy it is to source, the labor involved to sew the piece, etc. Please contact email@example.com if you need to know the replacement cost of a given item.