Frequently Asked Questions (FAQs)

Have a question about any stage of the rental process? Here are the answers to our customers’ most frequent questions.

Making A Reservation

What type of identification is required for rental?

We require a valid state-issued driver’s license or a government-issued photo ID card with a street address on it.

What payment methods do you accept?

We gladly accept all major credit and debit cards like VISA, AMEX, MasterCard, and Discover. Pretty much any credit or debit card is accepted as long as it isn’t a type of prepaid account.

Unfortunately, we do not accept Paypal, Venmo, direct funds transfer, or personal checks at this time.

What if I don’t know exactly what I need?

Please call or email us for help! After asking a few questions to understand your needs and budget, we can make equipment recommendations that best fit your requirements. Our number one priority is to make sure your event is a success!

I don’t see what I am looking for on your website. Does this mean you do not have it?

For the sake of simplicity, we only list our most commonly rented items on our website. Feel free to call us at 253.200.3452 or contact us and we will be happy to assist!

Billing

Do you require a security deposit?

In most cases, no. Occasionally, we aren’t able to gather enough information to properly verify an order, and we may ask for a security deposit in those circumstances. Also, in rare cases, because of the high value of the equipment, we may ask for a deposit for certain items if you cannot secure independent insurance coverage.

If we decide a security deposit is necessary, we will always contact you and ask your permission before we accept the order and proceed with the deposit.

For 99.9% of orders, no deposit is ever necessary.

If I end my rental early, can I receive a refund?

Unfortunately, there are no refunds for rental terms that end early, for for unused equipment.

When do you charge my credit card?

Your credit card will be charged twice: upon confirmation of your rental order; and seven days prior to your delivery date (our standard balance due date).

What is your policy on cancellations?

There is no penalty if you give more than sevens days notice prior to the scheduled delivery date.

However, if seven days notice has not been given prior to the scheduled delivery date, no refunds will be issued and you will be assessed a 100% cancellation charge if the balance is past due.

As a reminder, there is no refund of the 33% non-refundable deposit required to secure your reservation.

Delivery/Pickup

When will Delivery and Pickup occur?

Prior to confirming your rental reservation, we will give you the confirmed times that we are scheduling your rental delivery and pickup for. We make every effort to schedule your delivery and pickup for your preferred time windows, but ultimately, we have the final determination in what time we can deliver and pickup. If you cannot accommodate these times, please cancel the order prior to confirmation and the temporary authorization on your card will be released.

What if I need my order delivered and/or picked up outside of your normal delivery/pickup hours?

Please contact us to receive authorization in advance. We will do our best to accommodate within our internal staff calendar, but we cannot guarantee we will authorize it.

What if I need to change my scheduled Delivery and/or Pickup time after the order has been confirmed?

Contact us for approval. Depending on that day’s schedule, we may or may not be able to accommodate, but will make our best effort to accommodate your change request. Until you have received written authorization of the change, your original times will remain effective.

Does someone need to be present at the premises for Delivery to occur?

Yes. If you are unable to be present at your delivery venue at the confirmed time, you must have an authorized person on-site. We must be notified of who the authorized contact is – there’s a form for that! – at least 72 hours in advance of your scheduled Delivery date. If no one is present at the time of delivery, we will charge a “Wait Time” fee until you, or your authorized contact, is present and signs for the delivery.

Will the driver contact me when they are on their way?

Yes! If you have granted us permission to text you, an automated text to your cell phone will be sent when our driver leaves for your Delivery location.

Can I pay the driver when my order is delivered?

No. All balances due must be paid seven days in advance of your scheduled Delivery date.

Will the driver show me how to set it up and/or operate the equipment?

If you have booked our Setup service, then of course! However, if you have not booked our Setup service, it may not be possible – our drivers operate on very strict timeframes, and depending on their schedules, they may not have time to walk you through the set-up process. However, we are more than happy to assist you with set-up over the phone at any time. Over time, we plan on filming setup tutorial videos of our most commonly rented items to our website. Check the respective product page or our blog for those videos, as they are published.

Equipment Problems

Is the equipment in good condition?

All of our equipment is bought new and sold once the condition become less than acceptable for professional use. Before and after each rental we check each item visually and test it for performance. We guarantee the equipment will function as it should.

Our items are used regularly so there will probably be some minor exterior scuff marks, scratches, etc. As long as it performs as expected and there isn’t any major cosmetic issues, each item in our inventory remains in service.

Can you guarantee the equipment will work as promised?

We wish we could, but sadly, we can’t. We can promise that we will do everything we can to make sure the equipment is working. We will inspect the equipment both when it returns from its prior rental, and before it goes out on your rental. We will clean it thoroughly. We will check off all the items that should be included in the rental. We will pack it securely.

Even with all these precautions, stuff still happens. A box can be jarred during transit hard enough to break something inside. An internal component we can’t check eventually wears out and dies during your rental. Occasionally, we can even make a mistake and forget to include something, although it is really rare. In these cases, we will do everything we can to make it right as quickly as we can.

But allow us to assure you this: out of the thousands of orders we’ve taken, we can count on one hand how many times these situations have occurred. We want you to rent with confidence.

What happens if I have a problem with the equipment at my event?

Call us immediately. If outside of office hours, call our emergency line. In most cases, it is something we can walk you through and resolve over the phone. In a rare case we need to come out to fix something, we’ll have someone dispatched as soon as possible.

NOTE: In the event the cause of the problem is user error or lack of knowledge of the equipment, we will charge our A/V Tech fee at the hourly rate of $90/hour, with a one hour minimum. If the error is a technical malfunction or our fault, there is no charge.

Other Questions

What if I want to rent for more than 14 days?

We offer extended rentals and leases up to 3 months. Please contact us and we’ll be happy to work with you.

What if I want something you don’t carry?

Please email us. If we have two or three requests for an item, we’re likely to add it. Also if you want an item for an extended lease we will almost certainly be able to a accommodate you.

We need a go-to audio-visual rental company for a number of meetings every month. Do you have corporate accounts and discounted pricing?

PLAY provides audio/visual/lighting rental services to a number of corporate, venue and customers on a monthly basis. We do offer tiered discounts for high volume rental customers, as well as customized packaging.

Do you sell used equipment?

Not formally on our website. If we do sell equipment, it is usually on local listing services.

Do you repair equipment?

We do not, but we can put you in touch with those that do.

Have a question that isn’t asked here? Please ask us!