Rental Policy

Our rental rates cover a period of up to 4 days. If you require additional days, they will be charged at 25% of the original rental price per day.

No, you can order as much or as little as you need for your event. 

Yes, we may apply a 20% surcharge for bookings made within 7 days of the rental date to account for the additional coordination and preparation required for last-minute orders.

Especially during the busy season, we receive a high volume of bookings and plan carefully to ensure every client receives the quality and attention they deserve. Last-minute requests can disrupt this schedule, as they often require quicker turnaround and additional logistical planning.

To avoid this surcharge and secure availability, we highly recommend placing your order well in advance.

We have two types of deposits. One is a 50% non-refundable booking deposit and the other is a fully refundable security deposit.

50% Non-Refundable Booking Deposit: For orders over $100 and made at least 6 days before delivery/self pick-up date, we require a 50% non-refundable booking deposit to reserve your rental items. This deposit is 50% of the price of the items you are renting only (does not include service fees except for our Full Service Plus). This deposit covers the costs of prepping and making your items unavailable to rent to others for your date. When final numbers are adjusted before your event, we will reduce your final invoice by 50% of the cost of each canceled item if required, keeping the other 50% non-refundable deposit.

Fully Refundable Security Deposit:  Security deposits require a valid credit card even if you choose to pay with cash or e-transfer for your booking. For rentals of four (4) or less days, a hold for the amount specified on the invoice will be placed on the day of the rental. The hold is applied to the card provided on file or the last one used for final balance payment. The hold is released within seven (7) days of placing the hold once all the items have been returned and inspected by our team. For rentals of five (5) or more days, the security deposit will be charged to the card and then refunded within four (4) business days of return and inspection of rentals. The security deposit is used to cover any damaged, destroyed or lost item costs and a full/partial release is issued after rental items have been picked-up/returned and inspected. If the damages or lost item(s) costs exceed the security deposit held, we will charge the extra amount to your credit card. We will always issue an invoice for any damages or lost item charges. 

A quote is only a price guarantee for up to 30 days from quote date. A quote is not considered a confirmed reservation of your items yet. 

Bookings of $100 or less, and bookings made 5 days or less before your delivery/self pick-up date require full payment and a signed contract to confirm reservation.

Bookings over $100 and 6 days or more before your delivery/self pick-up date require 50% non-refundable booking deposit and a signed contract to confirm reservation.

Orders are considered final and all balances are due 5 days prior to scheduled delivery/self pick-up date, at which time acceptance of any additional changes are solely at our discretion and may incur an extra charge of $100. Orders not confirmed and paid for in full 5 days prior to the scheduled delivery or pickup date are subject to automatic cancellation without notice.

We accept all major credit cards, including Visa, Mastercard, and American Express. For your convenience, we can send a payment request through our online booking system, allowing you to make payments easily from the comfort of your own device.

The security deposit will be placed as a hold on your credit card on the day of your pick-up or delivery. If you haven’t used a credit card for any prior payments and we don’t have one on file, we require you to provide your credit card information at least 5 days before your pick-up or delivery date.

We also accept cash and e-transfers.* HST applies on cash payments. E-transfers can be sent to [email protected] with the password set to your booking number.  

*Security deposits are only accepted on a credit card whether you pay for your rentals through e-transfer or cash.

Yes, we refer to this as self-pick up and self-return.

Self-pick up and return is available Mon-Fri at a scheduled time between 9am - 5pm. Self-returns are due back by 11:30am on return date unless otherwise agreed upon.

Please ensure you have a proper sized vehicle and any help necessary. We do not load/unload or secure your rental items inside your vehicle. 

Also, please ensure to show up at the scheduled times listed on your contract/invoice unless otherwise agreed upon. We are a small business with limited manpower and may have other deliveries and pick ups we have to be on time for. A late fee charge may apply. 

We can deliver in the Simcoe County and GTA areas. This includes Barrie, Wasaga Beach, Newmarket, Bradford, Aurora, Shelburne, Orangeville, Bolton, Brampton, Markham, Concord, North York, Toronto, Mississauga, Etobicoke + more.

Our base service fees include delivery, pickup, setup, and teardown between 9:00 AM and 6:00 PM, Monday–Friday.

Each service is quoted individually and may vary based on factors such as distance, travel time, manpower, vehicle size, delivery windows, weekday vs. weekend service, setup/teardown requirements, and seasonality.

Delivery & Pickup Time Windows

Base pricing includes a 4-hour delivery and pickup window.

You may upgrade to a 2-hour window or an exact time for an additional fee. A specific delivery and pickup time is assigned and confirmed during the week of your event. We schedule as close as possible to your preferred time within the selected window—upgraded windows guarantee your scheduled time falls within that window. Wider time windows allow us to optimize routes to fit all deliveries and pickup's.

Full Service (Setup & Teardown)

When Full Service is selected, delivery and pickup timing fees are included in the setup and teardown service. Only the applicable Setup & Teardown Service Extras will apply; delivery and pickup extras will not be charged separately.

Delivery Service (delivery or pickup) Extras  (Extras applying to both, delivery and pick up, are charged twice.)

• 2-hour delivery or pickup window: $50
• Exact-time delivery or pickup: $80
• Weekend delivery or pickup: $125
• Before 9:00 AM: $120
• Between 6:00 PM – 10:00 PM: $80
• After 10:00 PM: $120

Full Service (setup or teardown) Extras  (Extras applying to both, setup and teardown, are charged twice.)

• 2-hour delivery or pickup window: $50
• Exact-time window: $80
• Weekend: $170
• Before 9:00 AM: $170
• Between 6:00 PM – 10:00 PM: $120
• Teardown after 10:00 PM: $230
  (Setup services are not offered after 10:00 PM.)

No, client is responsible for setting up and coordinating with the venue all delivery and pickup times and requirements. If we are unable to complete our delivery or pick-up at time/address provided by client due to refusal or miscommunication with venue, extra charges will apply for every 15 minutes we need to wait or we may have to leave if we have another delivery that day and cannot guarantee we will return. 

Our delivery and pickup fees are based on delivery to a location within approximately 50 ft (15 m) of where our vehicle can safely park, with easy, ground-level access.

For residential properties, standard delivery includes unloading to the driveway, garage, front porch, or another agreed-upon location with clear and accessible pathways. Backyard delivery is available when access is reasonable and within the standard delivery distance.

For event venues, standard delivery includes delivery to the main hall or designated loading area with easy, ground-level access.

The Client is responsible for notifying White Willow Event Rentals of any access conditions that may impact delivery or pickup at least 8 days prior to the scheduled service date.

Additional charges may apply where access requires additional labour, time, equipment, or staffing. This includes, but is not limited to, delivery or pickup locations beyond 50 ft from our vehicle, stairs, steps, uphill or steep terrain, uneven or irregular surfaces, narrow or obstructed gates or pathways, gravel, sand, dirt, grass, mud, multiple-level setups or teardowns, long distances between parking and the delivery location, difficult driveways, restricted parking, vehicle clearance limitations, or any other conditions that make delivery or pickup more challenging. This list is not exhaustive.

If we are not made aware of access requirements in advance and additional time is required beyond the scheduled delivery or pickup window, White Willow Event Rentals reserves the right to apply additional charges and/or adjust the service schedule as required. If unforeseen access issues prevent our team from completing the delivery or pickup within the available timeframe and impact subsequent scheduled services, additional fees may apply.

• Standard self pick-ups and returns are available Monday to Friday, 9:00 AM – 5:00 PM.

• All pick-up and return times must be scheduled in advance to ensure staff availability and that your order is prepared.

• Early or late pick-ups/returns outside regular hours may be accommodated by prior agreement only and may be subject to an additional fee.

• Self-Returns are due back by 11:30 AM on return date, unless otherwise agreed on at the time of booking.

Return Responsibility

• Items must be returned on time to avoid late fees and to ensure we can clean, process, and prepare inventory for upcoming events.

• Late returns may impact other clients’ rentals. If items are not returned by the agreed-upon time, a late return fee or additional rental day charge may apply.

• Customers are responsible for ensuring that all items listed on the rental contract are returned together.

We schedule your pick-up and return based on the time and window you selected during booking to ensure a smooth process. As a small business with limited manpower, we carefully coordinate our schedule to accommodate all clients' pick-ups and deliveries.

If you're unable to make your scheduled time, please let us know in advance so we can reschedule. Without prior notice, we cannot guarantee that someone will be available to release or receive your items if you're late. Please also note that you will be charged extra day after your missed return time for the first 2 days and after 2 days the items will be considered lost or stolen. Late pick up may also incur a $20 late fee if we have to reschedule.

Yes, in-fact we encourage our clients or their agent to inspect and sign-off on the items during self pick-up or delivery. During delivery, in the event no one is on site to verify equipment and/or set up instructions the delivery team will leave the equipment and it will be accepted “as is”. No changes, equipment exchanges, or refunds of set up fees will be granted after our team leaves the delivery site. 

While you are not required to wash our rentals, we do ask that all items are returned in a condition that allows us to properly inspect and prepare them for the next rental.

Dishware: Dishware does not need to be washed; however, all plates, bowls, and serving pieces must be scraped free of all food and debris before being returned. Dishware is provided in milk crates. Please keep the bags inside the crates and repackage all dishware in the same manner it was received.

Flatware: Flatware does not need to be washed but must be rinsed to remove any food or residue before being placed back into the provided container.

Glassware: All glassware must be emptied of any remaining drinks and returned free of liquid before being repackaged.

Linens: Please DO NOT wash our linens. All food, debris, and loose items should be shaken off before returning linens. If linens become wet or have spilled drinks, please allow them to fully dry before packaging to prevent mold or mildew. Please note that stains, wax, or other substances that cannot be removed through normal cleaning may result in replacement charges. Linens that become moldy due to being returned damp or improperly packaged or stained with candle wax are considered non-salvageable and replacement costs will apply.

- Do not use our rental items near campfires, fireworks or sparklers. 

- Candle wax on linens will incur an extra cleaning charge. 

- Some of our items are not to be used outdoors and any damages will incur a cleaning or damage fee.