FAQ

ORDERING

HOW DO I PLACE AN ORDER?

The best way to submit your order request is by submitting your wishlist through our website. Once you place a request, someone from our team will reach out to you with a quote.

HOW DO I CONFIRM THE ORDER?

Quotes are valid for 30 days. After 10 business days, we have the right of refusal should another client become interested in any of the items on your quote. To secure your rentals, we require a 50% deposit and a signed rental agreement to confirm your order. Unconfirmed quotes are cancelled after 30 days.

HOW FAR IN ADVANCE DO I NEED TO PLACE THE ORDER?

We recommend that you place your order as soon as possible to secure your favorite items. We cannot guarantee the availability of items until an order has been confirmed with a 50% deposit.

CAN I CHANGE MY ORDER ONCE IT’S BEEN FINALIZED?

We understand that things can change last minute and we will do our best to accommodate any changes that may occur. Please email all adjustment request to info@therayescollection.com and reference your order number. Reductions to orders are limited to up to 50% of the dollar amount of the initial deposit and must be made thirty (30) days prior to the scheduled event date. Changes made to your order within ten (10) days of event date will be subject to a rush fee.

DELIVERY & WILL-CALL

DO YOU OFFER DELIVERY & PICK UP?

Majority of our orders will require our team to deliver and pick up your order; please inquire for more information based on your location, as delivery fees and minimum orders will vary. Between delivery and pick-up, it’s the client’s responsibility to store all rental items securely and repack tabletop and decor properly. Risk and responsibility for the rentals remain with the client throughout the rental period until our team has picked up all items.

CAN I PICK UP MY ORDER?

To protect the integrity of our collection, most rentals must be delivered and retrieved by our team. Select smaller orders or sturdier items may qualify for client pickup; please inquire to confirm the options for your order.

PAYMENT & CANCELLATION FEES

WHAT ARE YOUR PAYMENT TERMS?

There is a 50% non-refundable deposit to secure your order. Final balances are due twenty (20) days prior to the event date. All payments due are to be paid via credit card or direct bank transfer (ACH or wire). We accept all major credit cards, checks and wire transfers. Credit card transactions are subject to a 3% convenience fee.

CAN I CANCEL MY ORDER?

Rental orders canceled at least twenty-five (25) days prior to the scheduled event date will forfeit 50% of their initial deposit. If the cancellation is less than twenty-five (25) days before the event date, the remaining balance of rental fees will be due.

DAMAGED ITEMS & PRODUCT INFORMATION

OPPS, I DAMAGED AN ITEM. WHAT HAPPENS NOW?

We understand accidents can happen. We will first try to fix it ourselves however, if the item is beyond repair and needs to be removed from inventory then the customer will pay the actual replacement cost. If the item is fixable, the customer will be liable for the repair cost.

WHY AM I REQUIRED TO ORDER A SPECIFIC NUMBER OF ITEMS?

Many of our pieces are thoughtfully sourced and crafted with care, requiring specialized packing to ensure protection in transit. To maintain safety and efficiency, some of our items must be rented in sets and your order may be updated to reflect this.

  • Dishes: stacks of 5

  • Flatware: sleeves of 5

  • Placemats & Chargers: stacks of 5

  • Napkin rings: increments of 5

  • Glassware: can be rented on partial racks or full racks

  • All other products are priced individually.

GENERAL CARE

Rentals are for single use only and cannot be washed and reused. If you would like to include additional inventory to your order or have a multiple-day event, please let us know and we would be happy to assist in meeting your needs. Our standard rental period for local events is up to three days. If you need inventory for a longer period of time, an extended rental fee will apply.

MARKETING & TRADE PARTNERS

STYLED SHOOTS & MARKETING EVENTS

We’re all about bringing the magic to styled shoots/marketing events and love teaming up on creative projects! Please reach out to info@therayescollection.com or contact us here to chat further.

MOCKUPS

We’re happy to provide complimentary mockups. Please note that any damaged items during the mockup process will be billed at the actual replacement cost.

TRADE PARTNERS

We love partnering with planners, designers, and industry pros! We offer trade pricing and exclusive discounts to our trusted partners. Please reach out to info@therayescollection.com to learn more.

CAN I SEE THE ITEMS IN PERSON?

We’d love for you to come and explore the collection firsthand, experiment with pairings, and collaborate with us on your event vision. Please email us at info@therayescollection.com or contact us here to schedule a time to visit.