We recommend you make your reservation at least one month in advance for best selection. However, we will do our best to work with you and can take most although not all (tents depending on size will need 4-5 days in advance notice) reservations up until the very day of your party/event.
I AM READY TO MAKE A RESERVATION. HOW DO I GO ABOUT PLACING AN ORDER?
Great! You may contact us through our contact form, email, phone or place a request through our store. We take orders 24/7
DO I NEED TO CLEAN THE RENTALS BEFORE I RETURN THEM?
If you rented linens, under no circumstances should you wash or dry them. If linens become wet while in your possession, please allow them to air dry. Bounce houses and concessions may be wiped if needed. You will not be charged a fee for regular use of equipment unless we deem the equipment was deliverately mistreated. For example if we find food or drink residue or stains in bounce houses since we do not allow them inside.
IS A DEPOSIT REQUIRED?
Yes. A 50% minimum deposit is required for all reservations. Linens require a non-refundable full payment to reserve.
CAN I MAKE EDITS TO MY ORDER WITHOUT BEING PENALIZED?
Of course! We recognize that guest counts are likely to fluctuate as the event date approaches. We encourage you to make a “best guess” estimate when placing your original reservation and make adjustments as you become aware they’re needed. Final edits should be made a minimum of two business days prior to the delivery date. Once preparation has begun on your order, changes may be subject to an additional fee. For tents additions made before noon on the day before delivery are welcome, subject to availability. If an order is canceled, your reservation fee will not be refunded. Please be aware that putting up a tent takes time and labor. That is why we reserve the right to charge you up to the full rental price of the tent if and when a tent must be tacken down and re-installed.
WHAT IF I HAVE TO CANCEL MY RESERVATION?
During uncertain weather conditions, if Customer agrees to keep the unit for the term of the rental agreement and it begins to rain and storm after unit is delivered and set up, there will be no refunds, rain checks, or concessions. There will also be no refunds if we have to remove a rental piece or shut down an event early due to unsafe conditions, including but not limited to occurrence of inclement weather.Cancellations for inflatables (not weather related) that are within two (2) days of the reservation will be charged a $100.00 fee. There is no charge if you need to reschedule; the sooner we are made aware of your re-scheduling need, the more flexible we can be. 2 Froggy Jumps reserves the right to cancel any reservation or portion of a reservation due to inclement weather, unsafe, unclean, or for areas deemed unfit for proper use, or for any other situation that the company may deem to be dangerous or which may jeopardize participant safety in any way, or any use which we may deem is not in the best interest of our company.
Inclement Weather cancellations do not incur a fee; however the customer must call to cancel and it may only be done within one day of the event and must be before the driver arrives. We do not accept weather cancellations for cold cloudy days with 40% or less chance of scattered showers unless it’s below 40°F or actively raining in your area 2 hours before your rental period.
Linen reservations must be prepaid in advance at the time of your reservation and reservation fees are non-refundable. Cancellations more than seven (7) calendar days prior to the event may require a restocking fee of up to 50% of the reservation total. Cancellations within seven (7) days prior to the event will result in no refund. Linens must be returned dry, free of debris, and free of damage.
When you reserve a tent and any accessories, we immediately remove them from our inventory and we plan the installation. This equipment and time are committed to you and your event only! Therefore, any cancellation received within 14 days of the installation date will be charged 50% of the total rental order. Please understand that once installation has finalized NO REFUND WILL BE GIVEN SINCE SETUP HAS ALREADY TACKEN PLACE!
DO YOU DELIVER?
Yes! We deliver just about anywhere. Delivery in Belvidere Illinois and Poplar Grove is free of charge. For other cities please contact us to provide you with a quote.
DO YOU OFFER CUSTOMER PICK-UP?
Absolutely. Please keep in mind the size of your vehicle when placing your order as most vehicles will not accommodate banquet tables longer than 60″. Certain items do require our professional team to deliver and set-up – examples include bounce houses and water slides.
WHAT TIME WILL MY RENTAL ARRIVE?
Delivery/pick-up schedules cannot be completed accurately until all orders are finalized and therefore are not attempted until the afternoon of the preceding day. Unfortunately, even after we stop accepting orders, late changes to existing orders and other unexpected events such as traffic and bad weather can cause delays or even a shuffling of the delivery schedule. You may call our office at any time on the day of delivery and we will make a sincere effort to estimate the time of our arrival based on the information that is available at the time of your call. We do our best to get you a time that you will be happy with.
For tents we usually schedule transport 4 to 5 days before the event and we will contact the designated onsite person to make the arrangements you requested. Please note we seldom have the ability to provide delivery or pickup at a specific hour. Our policy is to provide the best service to all and on occasion, special circumstances will require additional time at a site. Therefore, we promise morning or afternoon delivery or pickup. Transportation fees are determined by delivery type, order size and zip code. Standard pricing includes delivery and pickup via level portage not over 50 feet from our truck(s). If access to the installation site is more difficult, additional labor charges will be assessed after our site inspection.
DO I HAVE TO BE HOME WHEN YOU DELIVER OR PICK-UP MY RENTALS?
Yes. We need you to tell us where equipment needs to be set-up and you must also sign paperwork. However, if for some reason you cannot be home arrangements can be made but you must let us know AT LEAST 2 days BEFORE your rental date.
DOES YOUR DELIVERY FEE INCLUDE SET-UP AND TEAR-DOWN?
Set-up and tear down are included for inflatables and tents. However this includes only installation over a flat, grassy surface that is accessible to our trucks during our normal installation schedule. Some installations may require additional fees based on a variety of site-specific factors. Please be aware that the first step our crews take installing a tent is to spread it flat on the ground in the area where it will be erected and the same applies to inflatables. It is important that the client has cleared the area of obstructions before we arrive onsite. Post-event, the tent must be totally empty before we can take it down and inflatables must be empty of personal items. If our crew has to clear the site before setup or take down, additional labor fees will be applied due to the additional time and delay. Please NOTE we reserve the right to charge you up to the full rental price of the tent if and when a tent must be tacken down and re-installed. Tables and chairs are typically delivered neatly stacked and must be re-stacked at pickup unless otherwise arranged with us. The standard delivery fee includes placing the stacked equipment within 50 level feet of our truck(s). Additional services including further transport, setup or breakdown with re-stacking are available for an additional, site-specific fee.
HOW DO I GET IN TOUCH WITH YOU AFTER HOURS IF I HAVE AN EMERGENCY RELATED TO MY EVENT?
If an emergency concerning your existing rental order arises during non-business hours, someone on our staff is only a phone call away. Call our main line at 815-505-3359. Please leave a message if no one picks up. We will get back to you as quickly as possible to resolve the problem. If the emergency is lifethreatning please call 911.
WHAT HAPPENS IF WE DAMAGE A PIECE OF RENTAL EQUIPMENT WHILE IT IS IN OUR POSSESSION?
After the rentals are returned to our warehouse, we will count in and check your order. You will be charged replacement cost for anything that is broken or missing. We do allow our customers a reasonable amount of time to find missing items as they often reappear.
That said, security of the rental equipment is your responsibility! Equipment must be protected from theft and weather-related damage while in your possesion.
DO I GET MY MONEY BACK IF I DO NOT USE THE EQUIPMENT?
Unfortunately, no. Once our equipment leaves the warehouse we are not able to rent the items to other customers. Therefore once the items are in your possession, you must pay for them.
WHAT ARE YOUR PAYMENT OPTIONS?
We accept cash, checks, cards and invoice payments. We take any US-issued and most internationally-issued magstripe or chip cards bearing a Visa, MasterCard, American Express, Discover, JCB, or UnionPay logo. Card payments will be charged a 3% convenience fee.
WHEN IS PAYMENT DUE?
Deposit is due immediantly upon placing a reservation. Resting balance is due no later than at time of setup. Please be aware that a minimum one day notice is required for all card and invoice payments.