Frequently Asked Questions
FAQ (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 for you.
Can you deliver to my area?
Our Business is situated in Capalaba, which is in the South East Corner of Brisbane. Whilst we can deliver furniture to this area, we can also deliver to the rest of Brisbane and the Gold Coast. If you are concerned about how far we will travel, please contact us on 3343 4600 so that we can advise you accordingly. 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 This covers deliveries made within business hours, Monday to Friday. For delivery or pickup outside these hours, a surcharge will apply. If you would like a deliver/Pickup quote, or need to arrange outside-hours booking, simply give us a call on 3343 4600. 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, plus get a further 5% Discount on your order. You can find us at 12 Merritt St, Capalaba and collect any time during collection hours (Monday-Friday 1pm-5pm, Saturday 9am-12 Noon).
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?
Your Items MUST be returned before 12 Midday on the end day of your hire agreement. This allows our staff time to check each item, clean everything and get it ready for the next hire. Items must be returned during agreed drop-off times: Mon-Fri 9 - 12, Sat 9 - 12. 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 also offer delivery outside our standard operating hours (Mon-Fri 9-5) 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?
At the time of placing your order, you will be required to use a Visa or Mastercard at checkout. If collecting your order directly from our showroom, we will also require proof of identification (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. Our system will not allow a booking to be completed without full payment. Without payment, there is no guarantee that the goods will be available for your event.
When do I need to pay?
For simplicity and peace of mind, we require full payment when booking. This will finalize 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 well being. If it is lost, damaged, stolen or compromised in any way, you will incur a fee for either replacement or repair. A full list of the replacement value of all items is available at all times on request. 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 (Freeman’s) set up the equipment?
Yes, included in our delivery fee, we set up the marquee’s and sound systems. All other products we deliver and you setup, however if you do require a setup, please contact our office on 3343 4600 to arrange a quote. If you are uncertain on how to set up an item, please contact us before the event and we'd be happy to provide instructions.
What do I need to do after the event and before Freeman's collects everything?
To avoid further fees, after your event, please return all the products and equipment to the containers that they were supplied in. Place everything in one area ready for our delivery guy's to collect. Everything should be ready for them to simply load the truck. If you have not organised everything, you may be charged a fee for the dismantling and packing of all the items. This excludes our Marquees, which include the setup and take down and in the event that you have paid for the setup and takedown of your event.
I have placed my order. Is it final?
Orders are finalized 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 the goods are located beforehand. If we are unable to easily find or access the equipment, you may be charged for further days' hiring. If the items are not placed back in the containers that they were delivered in, you will be charged extra labour.
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 canceling 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 maximize the chances that 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 a booking, whether online or in store.
Are you open on a Sunday?
No, we are not open on a Sunday, that is why we have a 1 – 3day hire period. If you require goods for Saturday night, you can return them on Monday before midday.
What time can I collect my goods?
If you have items booked to collect, you may collect them after Midday on the first day of your booking, this allows for the return of items awaiting return to the warehouse and for our staff to check and clean the items. If you require your items before midday, please contact the staff on 3343 4600 to discuss the possibility of the goods been ready for your early collection.
I only need the items for one night, can I get a discount?
All of our prices have already been based on a 1 night hire, however we have extended the hire period to cover three nights for your convenience. You may return the goods before noon on any business day within your hire period.
If something is broken or missing, how do you charge me?
If an item is discovered missing or broken on its return, it will be picked up by one of the staff members who will check the return. Once reported, you will receive an email with an invoice for the missing or broken item, where you will have 24 hours to respond. After that, the credit card that you used to make the initial booking will be charged for the invoice as per the terms and conditions.
What condition are your items in?
We are a “Party and Event” Hire company, our products are in use mostly every day of the week. Our staff make every attempt to clean and check everything after every rental. If you require new products for your event, we would suggest purchasing the items brand new. However, we are constantly upgrading our stock by purchasing new items. You are most welcome to visit our showroom at 12 Merritt Street, Capalaba at any time during business hours to inspect our products should you have any concerns.
Do you Price Match?
You will find our prices very competitive, however if you do receive a quote that is cheaper than the one we have presented to you, let us know and we will do our best to accommodate you. Please be aware, that you will need to show us the written quote, and depending on the company that has issued the quote, we may not be able to help you. The reason behind this, is that there are some hire companies that work from their backyard and have a reputation for not following the Hire industry guidelines when it comes to cleaning and checking items.
Can someone pick my order up for me?
Yes, as long as the order has been booked and paid for by credit card, you may allocate someone to collect the items on your behalf. We may ask the person who you have nominated to collect your goods to produce their drivers licence for identity purposes, please make sure that they bring their drivers licence when collecting the items.
Can I state a delivery time for my order?
The busiest day for our drivers is Friday, on this day they would generally have a truckload of deliveries to do. Each run is planned by the Hire Coordinator so that the driver can be sure to get everything delivered to every customer on time. However, we do ask that if you have a special requirement, that you contact our Hire Coordinator on 3343 4600 to discuss your request. We will do everything that we can to accommodate you. The Driver will call you on the morning of your delivery to confirm your delivery and give you an approximate time frame within two hours of his expected arrival.
Got any other questions? We'd love to hear from you!