Q: How does renting from ATSRentals.com work?
A: We try to make it as easy as possible.
Q: Do you require a security deposit?
A: Most items on our web site do not require a security deposit, but some do. The description page for each item lists the amount of security deposit required on that item, or zero. Combining multiple items on one order may increase the security deposit requirement above the amount shown on the product page. Note there is still a deductible for accidental damage equal to 5% of the value of the item.
Q: Do you rent to individuals, or only businesses?
A: Yes, we rent to individuals and businesses. We don't want anyone to miss out on the savings and convenience of renting online from us.
Q: What are my payment options?
A: We require payment when the order is placed. We cannot reserve equipment for you without a payment. We accept major credit cards and bank-issued debit cards from Visa, Mastercard, Discover, and American Express. We do not currently accept PayPal, check, or cash payments. We also do not accept prepaid or reloadable debit cards. Use of a prepaid card on your order may result in a security check that could delay shipment of your order. If you need any help with payments or have any questions, please call or email for more details.
Q: Do you price match?
A: Yes. Call us with the price you see and where you see it. We'll match it if we can. Remember to include damage waiver or insurance, taxes, and shipping in the comparison price if any of these charges will apply.
Q: When will I be charged for the order?
A: We authorize payment for your rental as soon as you place your order. If a deposit is required, we will authorize that amount separately the day we ship out your rental order.
Q: Where do you ship?
A: Anywhere in the continental US. We do not provide service to Alaska or Hawaii at this time.
Q: What time will UPS deliver my order?
A: UPS Ground, 3-Day Select, 2nd Day Air, and UPS Next Day Air Saver all deliver to residences between 9am and 7pm (or sometimes later during busy times), and by close of business for commercial addresses. If you know you need to use the equipment at a certain time, many areas have a Next Day Air option with a time-definite delivery. The guaranteed time varies by zip code, but is usually noon or 1:30pm. Please call us to see if a guaranteed delivery time is available in your area. If you are at all concerned about your equipment arriving too late on the delivery day, be sure to select the day before your event as your receive date.
Q: Will I be charged for the days the equipment is in transit (shipping) to me?
A: No. You only pay for the days the item is in your possession. The day you receive the item via UPS counts as a shipping day and you don't pay for it. The day you ship the item back to us (by 5pm) counts as a paid rental day.
Q: What if I only need the item for part of a weekend?
A: Our rental rates are based on business days. Weekend rentals normally mean receiving the item on Friday and re-shipping it on Monday. This is treated as a 1-day rental.
Q: Can I extend a rental?
A: Yes, you can extend your rental anytime, as long as the equipment is available. Just give us a call or send a message as soon as you think you might need the equipment longer so that we can make sure the items are available and get everything set up for you. Once your order has been extended, you are only responsible for the difference in rental days. For example, if an item costs $40 for the weekend and it costs $56 for a week, you only pay the $16 difference plus any applicable taxes.
Q: Can I return a rental early for a refund?
A: Absolutely, as long as you let us know ahead of time. Call or email with the new date you will be reshipping the order, and once your rental has been returned, we will issue a refund for the difference in rental days. For example, if you reserved an item for a week at $56, but it only costs $40 for the weekend you actually had it, you will receive a refund of $16 for the difference plus any applicable taxes.
Q: Can I reschedule a rental if something changes?
A: Sure, you can reschedule an order for the same rental duration anytime, as long as the order has not shipped and the equipment is available for the new dates. We never charge a fee for rescheduling an order.
Q: Do you offer discounts?
A: No, we do not have any active discount programs at this time. However, if you plan to place an order for a large amount of equipment or for a long period of time, please give us a call to discuss pricing options.
Q: What if I have a discount code?
A: We still honor codes from previous discount programs. You can place your order over the phone and we will apply the discount for you. If you prefer to place your order online, just enter the code in the discount field during checkout.
Q: Can I pick up my rental instead of having it shipped?
A: 99% of our rentals are shipped door-to-door via UPS, to all 48 contiguous states. However, if you will be in the area of our central warehouse in Illinois, local pickup is an option. Please contact us for details.
Q: How is the equipment packaged?
A: Our equipment ships in UPS-friendly, double-strength cardboard boxes with custom-shaped foam completely filling the inside of the box. To keep your shipping costs low, we ship items without the weight and size of a flight case. We've found this shipping system does a great job protecting the equipment in transit. Although most of our customers prefer the cost savings of our packaging system, we realize some customers prefer to rent equipment in flight cases. We apologize for any inconvenience if we are unable to meet your needs.
Q: How does return shipping work?
A: The shipping charges at the time you book your rental include round trip shipping. You will receive a pre-paid UPS return label with your rental order that you will use when returning the item to us.
Q: Why do you charge sales tax?
A: According to US law, we must charge sales tax in most states. We do not charge tax on orders shipping within Illinois. We do not collect sales tax for orders shipping to New Hampshire, Oregon, Montana, or Delaware because these states do not collect sales tax. Since our rental property is located in your state for a period of time while you have it, it's considered a taxable sale even though ATS Rentals only has physical offices in Illinois. Applicable taxes will be shown during checkout. If your business or organization is tax exempt, just provide a copy of your tax exempt certificate and we will remove the taxes from your order.
Q: What if the equipment gets damaged? Do you require your customers to carry insurance on the equipment?
A: No, we do not require you to carry insurance. Basic protection against accidental damage is built into the cost of your rental. Please see our Terms of Service for more information about how the Accidental Damage Coverage works. For some rental items we also hold a security deposit on your credit card, which you will receive back as long as the equipment is returned on time and without damage. The amount of the security deposit for each item is shown on the item page. The total security deposit required, if any, will be shown during the checkout process on our web site. Please note that water damage and total loss of the equipment are not covered by our accidental damage protection.
Q: Can I use my own insurance as well?
A: Yes. We include protection against accidental damage free of charge with every rental. For additional peace of mind, a few of our customers also purchase insurance from an independent company or modify an existing insurance policy to cover the equipment they rent. Some customers also provide us with an insurance certificate in lieu of a deposit. If you’d like to do that, please let us know in advance so that we can process your order accordingly. Please make sure all insurance coverage meets these minimum requirements:
Q: Do you do rent-to-own arrangements?
A: No. We only do short-term rentals, up to 60 days.
Q: Do you have used equipment for sale?
A: We don't have any used equipment for sale through our web site. When we have equipment to sell, we typically auction it on eBay.
Q: What is your cancellation policy?
A: We understand that plans change and you should not punished for that. We will gladly help you cancel an order with a full refund, provided no part of the order has shipped. Unfortunately orders may not be canceled after all or part of the order has shipped. For orders shipping Ground, shipping may take place up to 4 business days before you are scheduled to receive the equipment. If you think you may need to cancel or reschedule an order, please let us know as soon as possible. We reserve the right to assess a fee under certain circumstances if we suspect abuse of this policy.
Q: Do you rent screens?
A: Yes! We carry several different screens. Please check out our screen rental section for more details.
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Loved your customer service, it made the entire rental experience a pleasure.
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