Frequently Asked Questions
If you have any questions not included below, please don't hesitate to get in touch. Our friendly team would be happy to clarify and ensure a smooth, transparent hiring process.
Can you deliver to my area?
If you are within the greater Brisbane region: absolutely! We deliver as far South as Ormeau, West to Ipswich, East to Redland Bay and North to Albany Creek. For regions beyond this, please contact our office for a quote on (07) 3343 4600. Alternatively, we offer quick and easy personal pick-up from our Capalaba showroom.
If unsure about your eligibility, or if special delivery arrangements are required, simply contact us to see if and how we can help!
How much is delivery and pickup?
Delivery costs are determined based on the driving distance from our warehouse in Capalaba, Brisbane. This is calculated automatically at checkout when you enter your postcode. If in doubt, you can easily test this out with your order
For orders over $500, delivery and pickup (within trading hours) is provided free.
This covers deliveries made within business hours and Saturday mornings. For delivery or pickup outside these hours, a surcharge will apply.
If you would like a deliver quote, or need to arrange arrange outside-hours booking, simply give us a call. We'll be happy to help!
Can I collect the items from your store?
Certainly! this is a great way to save on pickup and delivery fees.
You can find us at 12 Merritt St, Capalaba and collect any time during collection hours (Monday-Friday 1pm-5pm, Saturday 9am-1pm).
I'd rather not order online. Can I arrange my order another way?
Not a problem! Just call (07) 3343 4600, email email@example.com, or stop by our showroom for a chat at 12 Merritt St, Capalaba.
What time do I need to return my items?
Items must be returned during agreed drop-off times: Mon-Fri 9am-noon, Sat 9am-1pm.
If an item is not returned before the agreed-upon times, you may be charged for an extra night.
Can you deliver for weekend events?
We can deliver on the Friday or Saturday morning before your weekend event.
While we can also offer delivery outside our standard operating hours (Mon-Fri 9-5, Sat 9-1) please note that this may involve additional delivery charges. Contact us today to discuss your schedule - we'll be happy to work around your requirements in any way possible!
Are your website prices current?
Absolutely. Any future price changes will immediately be displayed on the website.
What will I need to provide when hiring?
Besides payment, we also require your credit card details as a standard security measure. Your card will not be charged unless replacement, repair, cleaning or late fees are needed.
If picking up directly from our showroom, we will also require proof of address (such as a driver's license).
Do I need to pay a booking deposit?
In order to confirm your booking, payment must be made in full. Without payment, there is no guarantee that the goods will be avaialable for your event.
When do I need to pay?
For simplicity and peace of mind, we strongly recommend paying on ordering. This will finalise the order and guarantee you the booking.
Do I need to clean items before returning?
Yes, you must rinse and wipe off any dirtied items. To avoid potential cleaning fees, we strongly recommend returning everything in the state you received it.
What happens if an item is lost or damaged?
Between receiving the item and returning it, you have full responsibility over its wellbeing.
If it is lost, damaged, stolen or compromised in any way, you will incur a fee for either replacement or repair. The replacement fee is set at four times the daily rental cost of the goods. All breakages, lost items, and equipment that requires cleaning will be charged to your credit card as specified in the terms and conditions.
Replacement costs will vary from item to item. If you are worried about potential replacement fees, we recommend discussing concerns with our team before hiring.
Can you (Freemans) set up the equipment?
We can happily set up marquees and sound equipment. Setup of all other items are your responsibility.
If uncertain on how to set up an item, please contact us before the event and we'd be happy to provide instructions.
I have placed my order. Is it final?
Orders are finalised once full payment is received and confirmed by our team.
If paying online via credit card, you will be able to lock this in instantly and automatically.
Do I need to be present when you pick up after the event?
We are happy to make alternative arrangements, but please make sure to clearly communicate where and how we can find it beforehand. If we are unable to easily find or access the equipment, you may be charged for further days' hiring.
Can you provide items not listed on your website?
It's important to us that your hire process is kept as easy as possible. In the instance we can offer most of the items you need, but not all, we may able to track the missing items down for you. Please contact us to discuss your needs!
Can I inspect these items in person before I hire?
Visitors are welcome at our showroom any time during business hours. We'd be happy to show you anything currently on hand, free of obligation or sales pressure.
While we go out of our way to ensure our items meet the highest possible standards, we strongly recommend inspecting everything on collection or delivery. This will help ensure any concerns are immediately addressed to everybody's full satisfaction.
Can I cancel my order?
We understand that situations and events change, and will be happy to help. Please contact us ASAP to arrange a cancellation.
Please note: if cancelling a confirmed, paid booking within 7 days of the event, you will incur a non-refundable 50% charge.
Can I change my order?
Yes, but please do this as soon as possible to maximise the chances we can help.
Changes made within 48 hours of the hiring date will incur a 5% administration charge and are subject to the required items been available at the time of making the change.
What forms of payment do you take?
We only accept Mastercard and Visa card when making an online or phone booking. If ordering at the showroom, we will accept Visa and Mastercards as well as cash. When paying by cash, we will still require a credit card to process as a pre authorised bond.
Got any other questions? We'd love to hear from you!