FAQ

How much will my shipping will be?

Shipping is based upon the total weight of your order and typically runs $0.45 and up per chair cover in one direction. Customers who choose to pick up and return their order to our Corporate Office in Michigan can avoid shipping charges. Please check with your local sales office to see if this option is available.

Where do you ship?

We can ship to all fifty states, including Hawaii and Alaska.

May I pick up my order to avoid shipping charges?

All orders are shipped from our Ferndale, Michigan location. Unless you are able to pick up in Michigan, your order will be shipped, and shipping charges will apply.

When will my order arrive?

Your order is shipped to arrive one to two days prior to your event. If you wish to guarantee earlier delivery, you may do so by paying an additional fee of 10% per day. We can ship your order up to two days early. Any earlier requests will not be honored. Do not be alarmed if part of your order arrives on one day and the rest of it arrives the next. It is very typical to part-ship in this type of business. If you provided us with an e-mail address when you placed your order, you will receive an e-mail from UPS letting you know when your items have shipped from our warehouse. They will also provide tracking numbers so that you can follow your shipment.

What do I do when I receive my order? Who installs my chair covers and puts my linens on my tables?

If your party is being held in the area of one of our offices, you can make arrangements with that office to have the chair covers and linens installed by our staff for a small fee.Otherwise many caterers, florists, wedding planners, and banquet facilitieswill provide this service for you. High school kids are always looking for some extra cash. Do not be afraid to have your wedding party help you decorate your room for your reception. There are always a few family members asking, “What can I do to help?” Put them to work, as long as they are offering. Many times you can get into your room the night before your event. Order some pizzas, grab some cold beverages and have a decorating party!

Do I need to press the chair covers and linens when I receive them?

No. The chair covers and linens are pressed prior to boxing. The chair covers will have a pressed increase on the sides of the chairs in the shape of a “Y”. This is from the chair covers going through the presses. Most round table linens will have a pressed in crease down the center of the table linen. This again, is from the press. Once you pull the chair covers and table linens out of the box they will be ready to go directly onto your tables and chairs. Additional pressing orsteaming is not necessary. We actually recommend that you do not take an iron to our linens. If the iron or steam is too hot, it will melt the linen and you will be billed for replacement fees.

How do I tie the sashes into bows?

If you can tie your shoe, you can tie a sash. Seriously, it’s that easy. If you look at the sashes when you get them, there’s a crease right in the middle of the sash where it has been folded in half. As you are wrapping the sash around the back of the chair, make sure this crease is in the middle of the back of the chair. By doing this, once you tie your bow you should end up with even tails. Please see our Gallery tab for examples of a variety of ways the sashes can be tied.

When do my rental items need to be returned?

You should schedule a PRE-PAID UPS PICK UP for the business day following your event, which in most cases is Monday. Make sure your items are ready as early at 8am, which is when UPS usually hits the road for pickups and deliveries. Follow the return procedure that was included with your shipment. UPS cannot pick up your boxes or bags without return labels. If you have misplaced your return labels, please call our office immediately.

How do I return my rental items?

Want a free option? Drop off your package at any UPS Access Point™, The UPS Store®, or other nearby location. Upon receiving your shipment, please locate your return shipping bag(s) with pre-paid return Label(s) attached. At this point, please schedule your UPS pre-paid pick up for the first business day following your event. You can schedule a UPS Ground Return Package Pick Up in one of two ways. You will need the tracking numbers from your return labels to do so:

– Schedule online at UPS Ground Package Pick Up

– Call UPS at 1-800-742-5877

After your event, remove any and all debris, wax, pins and food from your rented items. Your linens must be completely dry before boxing to avoid mildew growth. Using the return bags that were sent to you, bag the rental items.

Can I make changes to my order?

Sure, we understand that you won’t know your final counts until your RSVPs are in. We allow for quantities to be changed by 15% up or down until about 10 days before your event date. Reductions or cancellations beyond 15% are subject to a 25% restocking fee within 30 days of the event. Additions beyond 15% are always welcome, but subject to availability.

What are the deposit requirements?

In order to reserve your items, we require a $300 deposit. The deposit is applied toward the final balance of your order, but it is non-refundable in the event you decide to cancel your order. You may pay by credit card, cash, check or money order. However, we do require that all orders are held with a credit card.

When do I have to give my final count?

Final counts are due about 10 days before your event, to allow for production and shipping time as necessary. It is your responsibility to contact if changes are needed prior to shipping. Once an order has shipped, we cannot remove items or refund items not used. You may add on to orders after shipping, rush shipping fees will apply.

When is final payment due?

Final payments are required prior to shipping your order. Your final balance is based on your final order, minus your deposit. Final payments will be charged to the credit card used for your deposit 10 days prior to your event, unless we are contacted prior with a request to use a different credit card. We accept Visa, MasterCard, American Express and Discover cards. Credit cards used for final payment must match the billing/ card holder information used for the initial deposit.

Where is my order shipped to?

We can ship your order anywhere you would like within the United States. Some clients choose to ship directly to their venue, while others prefer to receive the product to their home address, or a friend or families members residence, the choice is yours! Please be aware that a signature may be required by our shipping company to receive your order. If we do not receive shipping information, your order will be shipped to your billing address.

What is required to finalize my order?

To finalize your order, please contact us about 10 days or more before your event with final numbers and changes you may require. Prior to shipping your order, we’ll need the shipping address where you would like items to arrive, we require the balance to be paid in full, and we must have a signed copy of your order on file, agreeing to our Rental Terms and Conditions.Please note that failing to provide any of the items required for finalization could delay shipping. Late finalization will result in additional/priority shipping fees.

What if I need to make changes after I have finalized my order?

If the order has shipped, we are unable to make any changes. If the order is within 10 days prior to the event, and has prepared for shipping, any changes or reductions will incur a 25% restocking fee. Additions are always welcome, based on availability, and are subject to priority shipping fees.

What if I need to add to my order after it has shipped?

We recommend that you order a few extra covers and an extra linen just in case your count goes up. It is usually less expensive to add the extra items to your order when you give your final count than it is to pay the rush fee and additional shipping charges. In the event that you need to add additional items at the eleventh hour, give our customer service department a call and they will make every effort to fill your order.

What if I need to reschedule my event?

In the event that you need to reschedule your event, please notify us immediately of the date change.

What if I need to cancel my order?

If you need to cancel your order, your deposit will not be refunded. You will be able to apply your deposit to another event if you reschedule within one year from the date your event is cancelled. If you cancel your event within 30 days of your event, you will be charged a 25% restocking fee.

May I get a quote?

If you’d like a quote, give us all at 855-B-MY-HERO and one of our design specialists with help you with all of the details. Be prepared with your event date, venue, and estimated guest count. It’s also important to let us know if your shipping location is in a different state. If phone calls aren’t your thing, that’s okay, just fill out the contact form and included the details of your event in the comments section. We’ll email you a custom quote with 48 hours, Monday through Friday.

Am I charged sales tax?

Uncle Sam only requires us to charge sales tax to customers who reside in the state of any of our offices. We currently have offices in Michigan, Georgia, Indiana, Pennsylvania, Maryland, Massachusetts, and Denver with several more offices opening in the near future.

When is my final payment due?

Your final payment is due two weeks before your event. You may pay your final balance with any major credit card, check, cash or money order. If you wish to pay by check or money order, your final payment must be received in our office three weeks prior to your event.

Will there be a surcharge?

We will be charging a 3% rental surcharge fee to cover fluctuating costs within our industry.

What size chair cover will I need?

Beware, not all chairs are created equally! To ensure you receive the correct size chair cover we need the following information: whether the chair you will be using is a metal folding chair, a wooden folding chair, or a stackable banquet chair.

Every facility classifies their chair as a standard. We encourage you to get measurements in order to determine the best fit. You will want to measure how wide the back of the chair is at its widest point and how tall the chair is from the very top of the back of the chair to the floor. Please also let us know if your chair is anything other than rounded at the top such as a square top or a chair that has “shoulders.”

We recommend ordering a sample for a small one-time rental fee. It is your responsibility to take your sample to the facility and make sure that it fits correctly on the chairs you will be using. This sample is important to ensure there will be no “surprises” when you receive your order.

What size linen do I need for my tables?

The size of the table linen you need depends on the size of the table you are using and the desired look you are trying to achieve. Check out our “Linen Size Chart” for help determining what size table linen you’ll need to create your desired look. If you need help, please call a Linen Hero at (855)269-4376 to help you choose the linen size that works best for your tables.

Do your chair covers cover chairs with arms?

Unfortunately, our chair covers are designed for armless chairs only. You can always dress up your armed chairs with sashes, which come in over a hundred colors and styles. Sometimes even the pillowcase chair cover may fit your armed chair. The best thing to do is to order a sample to see if the pillowcase cover will work for you.

Can I order full sized samples?

Chair Cover Sizing Samples:

The Linen Hero has worked at thousands of venues across the country and may know exactly what size cover you need to fit the chair at your venue. If we don’t happen to have your chair cover size is our vas data base, we highly recommend getting a sample to try on the actual chair you will be using for your event. Sizing samples can be rented for a nominal fee. Chair covers samples are intended for sizing purposes only. Please be aware that sizing samples may have marks or snags.

Note: There is no such thing as a “standard” chair, to best assist you with your chair covers size, please be prepared with the following

Round or Square Top

Stackable Banquet, or folding Chair

Height from floor to top of chair

Greatest width at the back of chair

Upon receiving your samples, please try covers on the actual chair being used for you event. Be sure to update your order with the size that best fits your chair. For sizing questions, please reference out Chair Cover Sizing Chart (link) or contact a Linen Hero at 855-B-My-Hero

Design Samples:

All items are available for sample rental. Client is responsible for rental price an round trip shipping.

Samples are full size product, for client who would like to see the actual product on a table or in their facility.

Samples can be kept for 10 days but may not be kept and used for the event.

Remember, swatches are available free of charge, and yours to keep.

Swatches are small pieces of fabric to see the actual color and texture of the item you are interested in.

What if I do not like the colors I picked?

We have hundreds of colors from which you can choose. Let us know what other color you have decided on and we can send you a couple swatches to look at. Once your actual order has shipped, we will not be able to change your order. Please make your final decisions on the type of fabric and color you want as soon as you can. Once we are 30 days from your event, inventory will be tighter and some items may not be available. So we encourage you to make your final decision as early as possible.

What colors do you have?

We have over a hundred sash colors available to match your color family. Napkins and table linens also come in a large array of colors to complement your event. Many of our chair covers are also available in a variety of colors for an additional fee. Tell us what you are looking for and we will try to help you find it! The price of the full chair cover includes any color organza sash. We also carry stretch bands and stretch satin bow bands. Bands and satin sashes can be rented with any type chair cover for an additional charge of $.50 each. We have several different types of specialty sashes that are available for an additional rental fee.

Are fabric swatches available?

We would love to send you fabric swatches of items you are interested in. All of our items are available to view online, but we also know the importance of touching and feeling the fabrics. Let us know the colors of your event and we will put together a few swatches to send to you. The swatches are free of charge and are yours to keep. Please limit your swatch needs to a reasonable number.

To request your fabric swatches, give us a call at 855-B-MY-HERO. Our Linen Heroes are always happy to help coordinate fabrics and colors for your special day! Please allow 7-10 days for delivery, via UPS. Expedited delivery options are available via UPS for a nominal fee.

What if something is damaged during my party?

The most likely causes for damages to rented linens are wax from candles, burn holes from cigarettes, cuts in table linens from unsuspecting butter knives, and mold. If you are having candles on your tables, make sure they are secure so they can’t tip over and are not placed directly on the table linen. Candles in candelabras will drip onto the table linens from above. Make sure there is something below the candle to help catch the wax. If you are allowing smoking at your event, talk to your reception site about designating a “smoking section” to avoid tiny burn holes in your rented linens which will result in replacement costs. Do not worry about a spilled glass of wine on your table linens or chair covers. Do not attempt to clean the linen because of a stain; just let it dry completely before boxing. Mold is the most common killer of linens and chair covers. It cannot be removed. The wine stain on the other hand, can be removed.

I have been charged for something that was missing, but I have found it. Now what?

As long as the item or items are returned within 30 days from your event date, we will credit you for the item returned. Any item returned beyond that time frame will be credited partially, minus any applicable late charges. We would much rather have our items back than have to charge you for them so please make sure that when you are packaging your items for return, that you are accounting for each piece that was sent to you.

What if I am missing something upon delivery?

First thing is not to panic. When you receive your items, we ask that you check your order for correct size, count and color. If there are any problems, please call us immediately so that we can help with a resolution. We understand the importance of your event and make every effort to fill your order properly. It is imperative that you call us immediately to ensure any issues are addressed in time for your event. If we need to ship a missing item, we can’t find out the day of your event!

What if I am missing something upon return?

We encourage our customers to count their items as they are boxing or bagging them up for return. That way you will know right away if you are missing something and can recover it to avoid replacement charges. If any item is not returned with your order, replacement charges will be applied. The replacement charge for chair covers, skirting or sashes is five times the cost of the rental. All other items will be charged at two and a half times the rental cost.

Many guests do not realize that you rented the sashes and even the napkins. They consider them a party favor or a small precious memento from your big day. Napkins serve as a handy little carrying case for a take-home piece of cake! Many guests will be seen dancing the night away with a sash tied around their head. Which is fine, because isn’t that what your party is about – having fun!? Just make sure you have someone at the door, such as someone from the venue, keeping an eye out for any wayward napkins or sashes that may make their way out the door so you are not billed for them after the party is over.