Payment Process with Payment Link
All orders are required to have a valid payment method on file by 4:00 p.m., two (2) business days before delivery. Please note that orders will not be released for delivery without a valid payment method. Payments cannot be accepted by the driver at the time of delivery. If adding bank account or credit card information, please visit our Secure Pay...
What types of payment methods do you accept?
When placing your order online, the following credit cards are accepted - Visa, MasterCard, American Express, and Discover. We also accept payment via ACH, select bank information to proceed with this option. Please visit our Secure Payment Page , also referred to our Direct Payment link. That same link is available in the upper left hand corner o...
My business or event is tax-exempt. How can I reflect this on my order?
Managing Tax Exempt documents on your account is quick and easy. Once you have an approved tax document on file in the state where your event is taking place & the Tax Exempt Organization has visited the Direct Pay Screen to apply their credit card or terms for payment, the tax will be removed from your invoice. To manage tax exemptions for you...
What is your cancellation policy?
All orders are considered final after 5:00 p.m. two (2) business days before delivery. Canceling or removing items from your order the business day before delivery will incur a 100% cancellation fee. We will allow additions to existing orders the day before delivery, but they will be subject to a processing fee of $300....
Standard Rental Period and Extended Rentals
The price of our rental equipment (including all linens and napkins) includes a 7-day rental period (calculated as a "Rental Factor" and referred to on your invoice as "RF"). Should you need to keep our products / linens longer than 7 days, additional charges will apply. Rentals are charged on a weekly multiple and added to your event (ex: 8-14 days...
Do I need to clean/launder my rentals prior to pick-up?
Before we pick up your order, we ask that you remove excess debris by scraping or rinsing off any of our chinaware, glassware, silverware, trays, bowls, serving pieces, etc. Please return your rentals in the crates and racks in which they are delivered. Linens Please do not attempt to wash or dry our linens. Remove any food, menus, and favors from t...
What happens if I break or misplace something?
We charge a Damage Waiver Fee of 3.75% of your 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 Damage Waive...
What happens if I don’t use part of my rental order?
Once a rental order has been delivered, all items - whether used or not - are considered part of the final order. Even if some items go unused, they still need to be picked up, cleaned, inspected, and prepped for the next customer, which is why we are not able to offer credits for unused items. If you think there may be changes to your order, we rec...
What is your sales tax policy?
We have prepared this sales tax policy statement to explain to you when and why we collect sales tax on your purchases. IMPORTANT NOTICE: Even if we do not collect sales tax from you, you may owe sales tax on your purchase. Unless you live in Alaska, Delaware, Montana, New Hampshire, or Oregon, your state most likely requires purchasers to report an...
Can I pay by purchase order?
Purchase Order numbers can be used for reference only. Available payment options include Credit Card, ACH, and Wire Transfer (with a back up credit card & wire transfer confirmation). Credit Card and ACH payments can be made online by signing into your account or by visiting the Payment Link . The Purchase Order number can be added to an event o...
Do you have a restocking fee?
Any product removed from your order and/or reductions in the quantity requested the day before the delivery of your order will be charged a restocking fee of 100% of the rental cost of items. Any additions to your order made the day prior to delivery would incur a $300 late addition processing fee. ...
How do I view an invoice?
In order to view invoices online, you'll need to have an account with us to view your invoices. Log into My Account. Go to the Invoices section. On the Invoices page, edit the Payment Status drop down box to review ALL invoices. Below the payment status box, edit the date range for your search to review the range in which the event you are looking...
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...
What is "Alternate Billing"?
At the Checkout step – “Payment” – there are 2 options to choose from to pay for the order: Bill Me - Choose this option if you are paying for the order. Different Billing Contact (also known as Alternate Billing Contact) - Choose this option if you are having a 3rd party pay for the order. When Different Billing Contact is selected, the e-mail add...
What happens if I do not meet the order minimum?
If the order minimum is not reached, the remaining amount is added as a minimum fee to the invoice. For example: if the order minimum is $600 but the total cost of the rental products was only $300, the minimum fee applied to the invoice would be $300. The minimums are applicable to all areas within our service area . If you delivery is outside of...
Do you have an order minimum?
Yes, our minimums for all regions within our service area are as follows for 2025: January - March: $250 April - June: $600 July - August: $250 September - December: $600 If the order minimum is not reached, the remaining amount is added as a minimum fee. All other delivery/pickup, service fees, damage waiver, and sales tax are in addition to the mi...
Can I change my method of payment to a credit card after submitting my order?
If you had previously selected Alternative Billing and now wish to pay with a credit card, you can change your method of payment on our website in “My Account”. You are able to modify your payment method up to 2 business days before the delivery date. Steps to modify/update your method of payment for your order: Log into your account Click on “...
I am getting an error message, "Unable to process payment at this time". How can I pay for my order?
If you are getting this error message on our website, contact our Customer Care team via phone at 1-844-GO-HIPPO (464-4776) or Live Chat on our website. Our Live Chat is available Mondays - Fridays, 8:00 a.m. - 5:00 p.m. We will review and advise the next steps to take. ...
Setting Default Payment Methods Online
We have changed our payment processors to authorize.net, which brings enhanced security measures and improved efficiency to our online checkout process. With their advanced encryption and fraud protection, you can rest assured that your financial data is in good hands. Follow the simple instructions below to add a new credit card or bank account (AC...
What is your policy on returning products upon pick up?
We are a rental business, and the return of rentals in quality condition is expected in order to fill the next event. If rentals are not accessible on your scheduled pick-up date, and we need to return the following business day, a RePickup Fee will be assessed. If one or more products cannot be located at the scheduled pick-up location and we need...
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...