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: We do not require security deposits for the majority of orders with us. After a security review, we may ask you for additional insurance or for a deposit on very large orders or for very expensive items. If this will be required of you, we will contact you with options well before your order ships. If a deposit is required, that hold will be released as soon as the equipment is returned undamaged. Note there is still a deductible for accidental damage equal to 10% 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 virtual, temporary, prepaid, or reloadable debit cards. Use of a virtual, temporary, prepaid, or reloadable card for payment may result in cancellation of your order or a security check that could delay shipment of your order. If you need any help with payments or have any questions about payment options, 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: When you place your order, an authorization hold in the amount of the rental will be put on your card immediately. How we handle this authorization differs depending on when your order is set to ship.
If your order ships within 7 days from the day you placed your order, you will see this transaction completed the day your order ships.
If your order ships 7 days or more from the day you placed your order, then we will release this authorization hold. Most banks will reflect this within 1-5 business days. The time line varies by bank. As your ship date approaches--usually 2 days before your order ships--we will run a new authorization on your card for the rental amount and complete the payment transaction the day your order ships.
If we ask you to provide a deposit, we will authorize and complete that transaction separately before your order ships.
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: Can I use UPS MyChoice to manage my delivery?
A: Sure, but please contact us before making any MyChoice requests with UPS to make sure that the change will not delay the delivery. There are many features of MyChoice that you may find helpful. Unfortunately, some of them can delay delivery by 1 business day. To avoid any unnecessary delays, please check with us first.
Q: How does freight shipping work?
Some large items must be delivered by truck freight only. If your order includes a freight-only item, all items will be delivered via truck freight. When you add freight-only item to your cart, both the pickup and return freight are included in the price shown. Standard freight delivery will require a dock or forklift to unload. Lift gate service is also available and is required if the delivery location does not have a dock or a forklift. Additional freight charges may apply for residential areas, trade show locations, loading and unloading assistance, etc. You are responsible for any additional freight charges. We will communicate any additional charges separately once the freight delivery and pickup are completed. Someone must be present to accept delivery and at return pick up. If you are not available on the scheduled delivery or pick up day, a fee will apply. This fee will depend on the freight carrier and their ability to reschedule delivery. If you miss your delivery appointment and the freight carrier cannot reattempt delivery, no refunds will be issued. If you need any assistance placing your order or have questions about freight shipping options, please contact us.
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 are not charged for it. The day you ship the item back to us (by 5pm) counts as a paid rental day. Please note that if you ship back the item the same day you received it, that day is now a paid rental day, so the 1-Day minimum rental applies.
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 as long as the equipment is available. Just contact us by 4pm CT on your reship date to check availability. Sooner is better here, so please let us know as soon as you think you may want to keep the equipment longer. Other customers may be scheduled to receive the equipment shortly after your rental ends and we want to do our best to ensure they receive their rental on time as well. If the equipment is not available, we will not be able to extend the rental. Extending will cost less than placing a new order, but it will cost more than if you had rented for the full period of time in the first place. For instance, a 2 week rental will be less expensive than a 1 week rental with a 1 week extension. Please contact us if you'd like to check extension rates. Check out our Terms of Service for more details.
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. Please note that the minimum rental fee will always be the 1-Day price. Here's an example. If you reserved an item for a week at $56, but it only costs $40 for the one day 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: Just enter the code in the discount field during checkout or mention the discount code when placing your order over the phone.
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: Do you include the instruction manual?
A: Yes, by request. Just check the Include Manual box in the Personalize Your Rental section before adding the item to your cart or include a request in your order comment. If the item does not have a check box for the manual, then a full manual may not be available for that item, but an instruction sheet or set up guide may already be included. Check out the Item Details tab for that item to see a list of links to all available support documents. You can also call us anytime for additional support before, during, or after your rental. We're always happy to help.
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 additional insurance on equipment, except on a rare case-by-case basis due to security concerns or orders with very high equipment value. We provide basic protection against accidental damage free of charge on all orders, so you are already protected against many scenarios. Please see our Terms of Service for more information about how the Accidental Damage Coverage works and what it covers. Please note that water damage and total loss of the equipment are not covered by our accidental damage protection. This rule extends to the use of underwater equipment as well. We recommend extreme caution be used at all times while using items designed for underwater use.
Q: Can I use my own insurance for additional peace of mind?
A: Yes. We include protection against accidental damage free of charge with every rental, but there are a few situations that this does not cover. For additional protection against loss or theft, a few of our customers also purchase insurance from an independent company or modify an existing insurance policy to cover the equipment during their rental. Please contact your insurance provider or a company that insures rental equipment for information about coverage options and pricing. For some especially large orders or very expensive items, we may ask you to obtain additional insurance as well.
If you’d like to provide insurance on your own, please let us know in advance so that we can process your order accordingly. There are many companies that provide this service. While we do not endorse one in particular, here are a few links to companies our customers have worked with before.
Q: If I want to provide additional insurance, what do I need to know?
The insurance policy just needs to meet a few minimum requirements:
Q: Do you do rent-to-own arrangements?
A: No. We only do short-term rentals, up to 20 business days or 1 month. If you need a rental longer than that, please give us call.
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 is in transit to you. Once your rental order has shipped, you are responsible for the cost of shipping, the 1-Day rental price on all shipped items, and any applicable tax. You are still welcome to refuse delivery or use the included return label to return early for a refund of any unused rental days. 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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