What states do we service?
Our standard delivery area includes the following states in the Northeast and Mid-Atlantic Regions: New York New Jersey Connecticut Pennsylvania Delaware Washington, D.C. Maryland Virginia Massachusetts Rhode Island However, we are proud to have supported events from Miami to Vermont and beyond. For more information on our nationwide delivery servic...
Transportation Fees
We have standard delivery and pick-up charges that apply to all orders. Refer to our listing of typical delivery/pick-up and processing fees that may be associated with an event. Orders that require more complex delivery and pick-up arrangements, or arrangements outside our standard business day, will incur additional charges. View our fees page f...
What other fees may apply to my order?
Your order may incur additional service fees if our delivery/pick-up teams are required to use stairs, delivery/pick-up is delayed due to the event, if there is a large distance between the truck and delivery location, or if it requires additional labor or services. For more information on these fees, please contact Customer Service at 1.844.GO.HIPP...
I’d like different parts of my order to deliver to different locations on-site (i.e. one part delivered to the ballroom, another part delivered to the kitchen, etc.). How can I note this on my order?
You’ll love our Drop Zone feature! Drop Zones are defined as "a specific area at one address where a portion of an order will be placed." On the cart page, you can find a section "Manage Drop Zones & Tags." There, you can add, edit, or remove your Drop Zones. There can be up to 10 drop zones added. You can assign Drop Zones to products from the ...
I’d like different parts of my order to deliver to different addresses (i.e. to my commissary). How can I note this on my order?
Our website supports commissary deliveries. You can add your commissary's address to your account profile on the Administration page. You can then select a section of your order to be delivered to your commissary, and picked up with the rest of the rentals....
Do you set up and break down the rental products?
Our delivery/pick-up teams will set up and break down several of our rental products at no additional charge including: specialty tables bars cooking equipment dance floors staging platforms pipe and drape metro furniture somerset furniture Setup can be done at the time of delivery only. We can also provide chair unbagging/bagging, chair setup and b...
Can I pick up my rental order from your warehouse?
We do not offer customers the ability to pick up and drop off at our warehouses. You can view available dates for our drivers to deliver and pick up using our calendar on our website or going through the checkout. At the top right corner of our website, select the event date and location (in the gray block). Click edit, then the date and the calen...
Do you charge a Damage Waiver Fee?
Yes, we charge a Damage Waiver Fee of 3.75% of your gross rental order. The Damage Waiver Fee covers rental items that have minor damages caused by normal wear and tear usage our products may endure during your event. Examples of normal wear and tear may include broken glassware or chinaware, stained linen, dented trays, or scratched flatware. The ...
How do I find out an ETA for my delivery and pick-up?
To find out the estimated time of arrival, contact our Customer Service team on the day of delivery or pick-up. Our truck routes are created the night before the day of your delivery or pick-up date. Our Customer Care team is available Monday - Friday, 8 am - 5 pm. Phone: 1-844-GO-HIPPO (464-4776) Text messaging: 201-727-4700 Live Chat on our websi...
Next Day Emergency Order (New Event)
If we have the capacity, we will process a Next Day Delivery Emergency Order (New Event) for a fee plus the cost of the rentals, transportation fee, damage waiver, and tax. You can start your order on the website. When you are ready to submit your order, contact our Customer Care via phone at 1-844-GO-HIPPO (464-4776) or Live Chat on our website to...
Same Day Emergency Order (New Event)
If we have the capacity, we will process a Same Day Emergency Order (New Event) for a fee plus the rental and delivery costs. Please note, that you cannot place a Same Day Emergency Order online as we must check with our operations team to see if we can accommodate such requests....
How do I know when you're available to deliver and pick up my rental?
Knowing your delivery and pick-up dates are a key aspect of renting products from any event rental company. With us, you are able to see when we're available to deliver and pick up your order on our website in real-time prior to checking out your rental order. This is also a useful guide to determine how far ahead you need to place your order. Be su...
Arrival Time Vs. Delivery/Pick-up Window
When choosing a delivery or pick-up window, please be aware that we arrive at any time during that window. The window of time does not include the time to complete the delivery or pick-up. After your order is submitted, you may contact our Customer Care team if your delivery or pick-up can be completed by a specific time. Additional fees may apply i...
What are Stair Charges?
If your location is only accessible by stairs or the item(s) you are ordering does not fit in the elevator, your event may be assessed Stair Charges. We define a flight of stairs as "landing to landing." Example: In a location in which we need to travel up the stairs to the first landing to make the delivery, the order will include 1 flight of sta...
Do you deliver to beaches?
While we are able to deliver to beaches, we do not transport the rentals onto the beach. Clients are responsible to: meet our delivery team at the parking lot and transport the rentals onto the beach meet our pick-up team at the parking lot with all the rental items Clients should check with the local municipality about the permit process as well...
What happens if a product belonging to another company is sent back with the rentals?
If you believe a product from another company may have been returned to us by mistake, contact us with your event number. Please provide a detailed description of the item(s), including quantity, markings (such as company stamp or barcode), color, shape, size, etc. Pictures are also very helpful. Mixing rentals or using personal items along with r...