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Ordering, Payment, Terms, Cancellation, Methods, Timelines

Welcome to MassageTableRentals.com, a NaperMed Company! We want to offer a few guidelines to our rental customers. We are here to help with your event, and to provide you with high quality, well-maintained rentals delivered on time to your venue. The following guidelines address common questions about the rental process, and includes rental for every type of product, including tables, chairs, chaises, stools, etc.


Service Standards at MassageTableRentals.com - MassageSupplier.com

We strive for best in class, hospitality level service, including the following support steps for your orders:

1. Timely tracking information for all shipments

2. Courier services to special locations, including indoor and outdoor venues in most US locations. We also provide support to assist you with special request details when managing security at events, white glove setup when available, notifications, changes, handling bad weather or other problems, and other courier communcations and support services.

3. Multiple warehouses in the USA, which allows us to ship equipment to anywhere in the lower 48 United States in 2-3 business days.  We ship during our regular business hours of 8 am - 2 pm Monday - Friday.

4. Online ordering, with a history of invoices, printable PDF format invoices, tracking, and order notes and updates.

5. Free online quotes and rates. Use our shopping cart ""Get a Quote"" tool, 24 hours a day, 7 days a week, 365 days per year.  We also use this tool to get you pricing when you call us to get information or place a phone order.  Our website serves as our live ordering tool for both our customers and our customer service team. We get up to the date rates from FedEx using our website tool, to help you save on shipping.

6. Help, using instructions on the packages and also via email, when you are ready to return your rental.  We often schedule pickups for the return, and can assist you with getting the boxes back into the FedEx system. We will alert you if a box is not picked up, and ask you for confirmation that the packages are ready and labeled if required.  It's our goal to help you achieve a smooth and successful event or rental activity, and impress you with our service as well as our high quality, well-maintained rental equipment.

7. A 9-point inspection and cleaning process after each rental, allowing you to trust that the equipment you are renting is well maintained for your event.  If you do experience a quality problem, we will do our best to support your needs and make it right.

When to Order – First Come, First Served

We rent on a first come, first served basis. The earlier you order, the earlier we put your order on our warehouse calendar, and plan around it. All orders that come after yours are subject to availability, based on the date of  your order. We do not reserve equipment for a possible order, but do reserve equipment for a paid order. Many of our customers order weeks and months prior to the event, so they have their order in the system and on our shipping calendar. This ensures we have the equipment they need ready well in advance.  We do have a large stock of equipment, but it is possible for your first choice equipment type to run out of stock. The earlier you order, the better your chances that you will receive the equipment you prefer for your event. Keep in mind that the larger, more costly tables to rent are also more costly to ship as you consider your event budget.  

Rental Orders placed after 12 pm Central Standard Time will be charged a Same Day Rush Fee if the order needs same day shipping during our regular business hours 9 am - 5 pm Monday - Thursday, 9 am to 12 pm on Fridays.  
 

Ship To Addresses

Please check your order again to ensure the Ship To address is complete (includes a contact person, has an apartment or Suite number, if applicable, accurate address numbers, etc.)  Please also be SURE that the notes in the gift messages box with any special notes are correct (if applicable).  These are critical details to ensuring you have no problems once the order is processed, and that your needs are met at your event.  

Apartments, Suites or Unattended Delivery Addresses

If you are delivering to a location with a doorman, apartment, or other security concern, keep in mind that the carrier may not leave a package at a door if it is not secure.  You will want to confirm that a specific delivery day is planned on your order when someone is available to receive our rental items that have a high dollar value when shipped.  If you need to pick up at a FedEx hold location because no one is available to receive your package at an apartment, for example, please let us know as soon as possible.  Once your order ships, it is difficult to change the delivery information reliably, and additional fees will apply if the address is changed or undeliverable.  Let us know if you need any help! 

Changes to Rental Orders 

We can accomodate changes to a rental order placed in our system before 12 pm Central Standard Time. For an order change after 12 pm CST or an order that has already shipped you will need to use the FedEx Special shipping services located here https://massagetablerentals.com/fedex-special-services.html .

If you change or correct an address that a shipment is going to after it has shipped from our warehouse, we are happy to order the change from FedEx.  However, once the  packages are in transit, even if you are charged and pay for the change, the guarantee that the packages will deliver on time is no longer valid.  It is FedEx's policy that a change in address can delay a shipment 24-48 hours, and this may affect whether the equipment arrives on time for your event.  If the equipment does not arrive in time after you make the change, we are not able to refund any rental or shipping fees. This is because we filled the order correctly and shipped the equipment as ordered.

While we realize this may be inconvenient for our customers and do not want them to be unhappy, once we release the shipment, we have a limited amount of control over the outcome. 

If the equipment is refused at the event site, the renter will still be responsible for the shipping and rental charges.  

If you lose a box or a label provided inside the box, we can assist you with a new label, but we cannot provide a new box.  There are fees for shipping back without a box, detailed here: https://massagetablerentals.com/fedex-special-services.html .

We will provide a label for you at no charge, but keep in mind that this may delay your return and make it subject to additional rental charges.

If you miss a pickup, making the equipment unavailable or not labeled for delivery, you will also be responsible for rent.  For more details on this, we recommend you review the Rental Agreement.

In case of undelivered order by the carrier, we will process a refund decreased by shipment fees and administrative fee of $50.00. Carriers don't have service guaranteed during COVID.

 

Cancellation Policy for Rental Orders

Orders of 1-4 Rental Items

For orders of 1 to 4 rental items, can be canceled if it has not yet shipped.  However, once the equipment is handed off to the carrier, we can not stop the shipment.  Since the equipment arrives 1-2 days prior to the rental day, it will ship 2-7 days prior to the event. Check the order processing notes put into your order to identify the shipping and arrival dates planned for your rental.  Since we are not a walk-in rental service for most of our orders, and we ship the equipment you rent, these orders cannot be canceled once they leave the warehouse.

Orders cancelled prior to shipment or after shipping out are subject to a $50 administrative cancellation fee for 1-4 rental units once the order is in our system.  We work closely with you, our warehouses and the carriers to manage the preparation of your order for event delivery.  We strive to deliver good service, and appreciate your help in planning a smooth and organized delivery and return.   Orders already shipped and cancelled are charged one rental day to cover all fulfillment labor costs. The cancellation fee also applies to external services.  

Orders of 5 or More Rental Items

Orders cancelled prior to shipment are subject to a 20% administrative cancellation fee, which covers processing time from our team and payment processing fees. The cancellation fee also applies to external services.  

For orders of 5 or more tables, we plan for 1 preparatory day in the warehouse, a pickup day by the carrier, and 2-3 days in transit. The equipment also needs to arrive 1-2 days prior to the rental day for volume orders.  For orders of 5 or more tables, please provide 7 days notice. For orders of 15 or more tables, please provide 14 days notice. We work closely with you and FedEx or the courier service and plan carefully as we manage the preparation of your order for event delivery.  We strive to deliver good service, and appreciate your help in planning a smooth and organized delivery and return. 

Add-On Orders - Adding More Rental Pieces to an Existing Order

Adding additional rental units to the first order is common and easy to do. We can create an add-on order for additional equipment once your primary order is in the system.  For example, if your first order is #100000333, we can use a later order number to add more tables to the original order number 100000333, and increase the quantity of rental units.  You will have two invoices for your event, but the add-on order ensures you get all the equipment you need added to an earlier paid reservation, and the warehouse preparation is already occurring.

Reducing the quantity of rental units for your order, also known as Partial Cancellation, requires notice to us prior to shipping your order to avoid fees.  If the order ships out at the originally ordered volume, the order can no longer be reduced. 

Payment Methods and Terms

We do not ship rental orders of less than $10,000 without payment prior to the order shipping.  We can accept a purchase order to confirm the event details, but we cannot ship the rental until the rental fees are paid. If your order is over $10,000 and you are ordering from an established institution, we may be able to approve terms for the rental payment.   We would need a plan for the security deposit in place as well, including the use of a

credit card, or a check for the deposit amount. Please Contact Us if you need help with a rental order that may be more than $10,000 in total.  

All orders are placed on our website, so the person placing the order receives an immediate record of the order number and order details. To retrieve an invoice, simply log in to www.massagetablerentals.com and view your order history.  Look for the button to view the order as a PDF to print your invoice.

Paying with Credit Cards

We accept Visa, MasterCard, Discover, and American Express.  When using these forms of payment, the order payment is processed live as you place your order.  If there is a problem with the payment, the system may decline the card.  If so, please check with your card issuer (your bank) to resolve any possible causes for the processing error.  If we can assist you, please Contact Us.

Paying with Debit Cards

We accept debit cards in our system, and they process like a regular credit card.  We cannot tell when a card is a debit or credit card - it all looks like a credit card to us.  When using debit as your form of payment, the order payment is processed live as you place your order.  For rental orders, that means that you will see what looks like a charge for the rental and shipping amount, showing as a total on the bottom of the order. You will also probably see the security deposit appear as a charge on your card.  Our system charges your credit line for the security deposit. Using a debit card for payment of rental orders may be inconvenient for some customers, as it ties up actual cash for the security deposit. 

Paying by Check

If you would like to pay by check, we are happy to accept this form of payment.  Your check payment needs to arrive before you rental order ships.  You can place the order yourself online, which helps ensure accuracy.  Also, one of our team members can place the order via the massagetablerentals.com website.

You will receive an email copy of your order, including the address to send your payment to.  Please reference the order number on your check.  

We strongly suggest that you provide a ""backup"" credit card for your file also.  This allows us to authorize the security deposit amount against the card on file.  The credit card also provides a backup form of payment should the check not arrive on time. You may also opt to pay the deposit with a check, which we will then deposit here, and refund once the equipment is returned and inspected. We issue deposit refunds when the refund was paid by check in 1-10 days after the equipment is received back and inspected by the warehouse.

 

Security Deposits

We use a security deposit to cover possible loss, damage or missing parts if your equipment returns missing or broken.  We need to replace broken or missing items quickly, so we can fill other customer's rental orders.  Security deposits are required per piece as follows:

Exam Table Rental: $300

Midsize Aluminum Massage Table Rental: $350

Premium Flat Table Rental: $400

Premium Incline Table Rental: $499

Premium Massage Chair Rental: $399

Economy Massage Chair Rental: $350

 

You may provide a check or a credit card for the security deposit. Checks are deposited by us, and refunded back by check after the rental is received back and inspected.  Credit cards are charged for the deposit amount, and refunded in full upon return. Security deposits can be used to settle final charges, such as lost parts, late rental returns, or damage created by the renter. If you don't purchase shipping insurance and the carrier damaged the equipment, you may also be responsible for charges to repair or replace broken items not covered by the carrier.  

Thank you for choosing MassageTableRentals.com! If we can help you further, please call us at 800-687-5199, or Contact Us. We look forward to working with you!