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 with a deposit, we will email you an order confirmation. Please read and review the order confirmation carefully and let us know if you need any changes before 12:00PM CST on the Deadline Date.
Can I make changes to an order?
Changes to orders can be made at any time before 12:00 noon CST on the Deadline Date. Except for full cancelations pursuant to Paragraph 11, reductions after that time will not be permitted, as the entire order will have been packed and loaded for shipment. Additions after the Deadline Date will be sent as an add-on to the original order and may arrive as a separate shipment or delivery. If the additional order requires expedited shipping, additional charges may be incurred.
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 are not returned on the scheduled pick-up date, your order will incur 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 would like help selecting linens, please give us a 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?
Our customer service team is available to assist you at 800.592.2414
- Weekdays from 8 AM to 7 PM CST (6 AM to 5 PM PST)
- Saturdays from 10 AM to 3 PM CST (8 AM to 1 PM PST)
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?
Orders can be canceled in full without charge before the Deadline Date. Orders canceled in full after that time will be subject to full rental charges unless the full order never left the warehouse or is returned to BBJ Linen | La Tavola Linen immediately upon delivery and in its original and unopened packaging, in which case the Customer will be charged a 45% restocking fee. Custom orders cannot be canceled or credited at any time.
Do I have to pay for linens that I don’t use?
Orders returned partially clean will not be eligible for any credit and will be subject to full rental charges. We are happy to make any changes to your order before 12:00 noon CST on the Deadline Date.
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. In some cases, food and wine stains can also cause damage if we are unable to remove the stains.
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.