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Frequently Asked Questions

Frequently Asked Questions

Order Process, Bond & Payment, Instructions & Support

Can I see the equipment before I make a booking?

Yes, we have two showrooms open to the public, where you can view most of our hire equipment on display, and speak with an experienced staff member for advice, quotes and booking enquiries. You can find addresses for our showrooms on the following page: http://www.hireking.com.au/storelocations/

How do I get a quote?

The easiest way to get a quote is to submit a quote request through our website, www.hireking.com.au. Here you can browse all of our hire equipment, add items to your quote basket, and provide us with details about your event including the date and location and any relevant comments. When you have submitted your request through the website we will check to see if any package discounts apply, and reply with an email quote - usually within 1 business day. No payment is required when you submit a quote request.

Please try to include as much information as possible when you submit a quote request: the more accurate the quantities and delivery details are, the more accurate your quote will be.

You are also welcome to come into one of our showrooms to view the equipment and get a quote in store. We are happy to provide quotes over the phone, please note that during peak times in store we may not be able to answer calls.

Are there any package discounts?

When you browse our website you will see some quantity discounts available when you order several of the same item for your event. Some additional package discounts may apply for large orders (usually >$500). We will check for available discounts when you have submitted your quote request and include them in the quoted price.

At Hire King we are happy to offer some price matching if you can find the exact same product for the same price in the Perth Metropolitan area. In order for us to do a price match we will need to see the competitor’s quote and product.

What is included in the hire fee?

The hire fee includes the cost for hiring the equipment for one night of hire. If you are hiring equipment from Saturday to Monday we will only charge for one night of hire over this period. The hire fee does not include delivery or set up, with the exception of our Slushie Machine and Wine Barrel hire.


How do I make a booking?

Once you have been through the quote process, we are able to confirm your booking by collecting a few details from you. This can be done as part of the email quote process, in store, or over the phone. Once we have all of the relevant details, we will email you a copy of the invoice for your hire including instructions for making payments. Occasionally this email may go to your junk folder if you haven’t received emails from us before.

Why do I have to pay a deposit?

When we email your invoice, or make a booking in store, we will ask you to pay a deposit of $50 or 25% of the hire fee (whichever is greater) within a week of the invoice being created, or less time if the hire date is within the same week. This deposit is applied directly to your hire fee, and means that we will reserve the equipment for you, and ensure it is cleaned, tested and compiled in the right location for you to collect when the date of hire arrives. If this deposit hasn’t been made your booking is not confirmed, and your equipment may not be ready for you on the day when it is needed.

How does the bond work?

With most of our equipment, we hold a refundable bond to insure against damage to the equipment, and lost or stolen equipment. If you are collecting your equipment from one of our stores, this bond can be settled on the day you collect your equipment. If we are delivering your equipment, the bond needs to be paid before the equipment leaves our store. There are three ways the bond can be provided:

Pre-authorisation on a credit card - similar to when you check into a hotel, this transaction puts a hold on the bond amount in your account, which automatically drops off after a period of time (usually 4-5 business days). During the hold you will not be able to access these funds. If for any reason we needed to keep part of all of the bond we would inform you of the transaction and charge the funds from this held amount.

Eftpos - the bond is taken as a charge on a card (debit or credit), and then refunded to the same card when the equipment has been returned to our store and checked or tested.   

Cash - the bond is paid in cash and then refunded in cash when the equipment has been returned to our store and checked or tested. Please note that if your equipment is being delivered we do not accept or return a cash bond at the time of delivery/pick up. In this case the bond would need to be paid in store before the date of delivery and collected after the date of pick up.

Whilst it is a rare occurrence, some reasons why part or all of your bond might not be refunded include:

-The equipment was returned in a dirty condition and required extra labor hours for cleaning.
-The equipment was returned broken, not in working order or missing parts.

-The equipment was returned significantly late.

-In the case of a dance floor, the dance floor was not returned in the same configuration it was provided in.

The amount for the refundable bond will vary depending on the equipment required, and will be quoted along with your hire fee.

When do I need to make my final payments?

Once you have paid the confirmation deposit, final payments do not need to be made until the week of your event, although you are welcome to make them earlier if that is more convenient for you.

If we are delivering the equipment, full payment of the hire fee, delivery fee, set up fee, and bond needs to be made before the day of delivery.

If you are picking up the equipment yourself, the balance owing and the bond can be paid on the day of pick up.


What is the minimum hire period?

The minimum period for which you can be charged is one night of hire. We do not charge less for same day pickup and return.

What is the minimum hire fee?

If booking Linen/Lycra without any other hire equipment the minimum order value is $50. If booking white bistro chairs without any other equipment the minimum order is 20 chairs, $40 total. For all other equipment we have a minimum order value of $30.

Is there a cancellation fee?

A $50 admin fee applies to all bookings that are cancelled more than 14 days before the hire date. If you cancel your booking within 14 days of the hire date the cancellation fee is 50% of the hire fee or $50, whichever is higher. Bookings cancelled within 24 hours of the hire date or no shows will be charged 100% of the hire charges.

Delivery, Collection & Setup

When and where do I collect the equipment from?

Usually, unless specified otherwise in the booking process, your equipment can be picked up on the day of your event, and returned the following day by 12PM. If your event is on a Saturday or Sunday, the equipment can be collected on Saturday morning and returned on Monday morning for only one night of hire charge.

When you submit your quote request you will be asked to nominate which store you would prefer to pick up the equipment from, and your booking will be made accordingly. You can nominate to pick up from our Canning Vale store or our Balcatta store.

If you are collecting the equipment yourself, you will need to ensure that your vehicle is a suitable size for the equipment, and have adequate padding and strapping for protecting and securing the equipment during transport.

How much is delivery and pick up?

At Hire King we can offer a delivery and pick up service for orders over $200. We try to keep our delivery fee to a minimum. Factors which influence the delivery fee include delivery location, delivery time and the size of the order. Standard deliveries and pickups on week days start from $60 ($30 each way) and can be much higher for very large deliveries, deliveries outside the metropolitan area, and after-hours deliveries.

What is included in the standard delivery and pickup charges?

Our standard delivery charges cover delivery anytime between 9AM-4PM on a weekday, and pick up anytime between 9AM-4PM on the following weekday. On the day of delivery/pick up we will give you a call approximately 30 minutes before we are due to arrive to let you know we are on our way.

We will deliver the equipment at ground level, within 10 metres of the closest parking access point for our vehicle. The equipment will be unloaded and stacked neatly.

Extra charges may apply:

- If the equipment needs to be transported more than 10 metres from the access point for our van.

- If we need to take the equipment up steps or stairs, or in an elevator.

- If the equipment needs to transported along a steep ascent or descent.

- If the equipment needs to be delivered or collected outside of our regular business hours (on a Sunday, or late at night).

- If you require an exact time for delivery and pick up rather that our standard anytime between 9AM-4PM delivery window.
- If the equipment is not packed up ready to be collected in the pick up location when we arrive to collect.


Please note that if we are not booked to set up the equipment and our delivery team is asked to set up on arrival, the team may refuse to set up, or you will be charged a setup fee.

Set up

Will you help to set up my equipment?

We do offer a set up service for some orders. This service is provided at a cost separate to delivery. The set up fee will depend on factors such as quantity and type of equipment, location (ie. whether the equipment needs to be transported a long way from the access point for our vehicle), number of team members required for setup, and required set up/pack down times.

Is the equipment difficult to set up?

Most of our equipment is very simple to set up. The majority of our customers set up the equipment themselves. In the case of our audiovisual equipment and dance floor, where there are a few steps involved in setup, we provide a set of clear comprehensive written instructions and verbal instruction in store when you pick up the equipment. We also provide several assistance phone numbers you can call if you are having difficulty setting up your equipment.

Insurance

Is the equipment insured?

Our equipment is not insured once hired out. You are responsible for any damage or loss to the equipment.

Do you have public liability insurance?

We hold public liability insurance of up to $20 million. A certificate of currency can be provided to corporations or government organisations who require this.

Instructions and support

Does the equipment come with instructions?

Most of our equipment is very simple to set up, and any questions about how to use it can be answered in store when you receive the equipment or at delivery. In the case of our more involved equipment such as our sound systems and dance floor, we provide a set of clear comprehensive written instructions when you receive your equipment.

What do I do if I’m having difficulty setting up my equipment?

If you are setting up for your event and having difficulty we have three phone numbers you can call for assistance. If you’re having difficulty during business hours you can give us a call on the shop number. If you’re stuck after business hours there are two after hours assistance numbers on your invoice which you can call. We are usually able to coach you through any set up difficulties quickly and easily over the phone.

Returns, Faulty equipment, damages, breakages and lost equipment

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

If you notice a fault in the equipment which will prevent you from being able to use it as intended, please call one of our after hours numbers immediately. We will do our best to replace the equipment before your event, or if it is unable to be fixed we will refund the hire fee for that piece of equipment.

If we have already coached you through the troubleshooting process over the phone, and arrive to find that one of our instructions was not followed correctly and the equipment is in working condition, there may be a call out fee.

Please do not wait until the day of return/pick up to inform us of problems with the equipment. Refunds/credits will not be provided for non-functioning equipment that is not reported immediately.

What will happen if the equipment is damaged during the course of my event?

Whilst the equipment is with you at your event, you are responsible for making sure it is used safely and looked after. If the equipment is used in a negligent or improper manner other than that for which is was intended and the equipment is lost or damaged, or returned in an unclean condition, you will be liable for the lost or damaged equipment or the cleaning charges involved. When the equipment is returned to the store it will be tested and checked. You are welcome to stay for the testing of the equipment.


If I hire linen or lycra covers, do I need to launder it?

The hire fee for all our linen and lycra products is inclusive of a laundry charge. You can return the linen or lycra as is. A damage charge will only be charged if there are tears, burns, candle wax or pen/ink marks.