FAQ

COVID-19 FAQ’s

IF I NEED TO CANCEL MY EVENT DUE TO COVID-19 RESTRICTIONS, WHAT IS YOUR CANCELLATION POLICY?
Our customers and client relationships are the most important components of our company and what we do. We understand that we are all mitigating the impacts of this current health situation and the concerns that follow. If you are able to postpone your event, this is preferred when possible. We will do our best to accommodate your new date as event equipment is reserved on a first come, first served basis. If cancellation becomes inevitable, please know that we will assess each individual event on a case by case basis and will do our best to work with you, as our partner, to come up with the best solution for both parties. In the meantime, please take the time to review the current cancellation policy for our organization:

FLEXX Cancellation Policy

  • If items are cancelled less than 15 days before the date of delivery or customer pick-up, a 35% cancellation charge will apply (excluding: tenting and tent décor).
  • If items are cancelled less than 5 days before the date of delivery or customer pick-up, a 100% cancellation charge will apply.
  • If any tenting and tent décor items are cancelled within 60-31 days before the date of delivery or customer pick-up, a 50% cancellation charge will apply.
  • If any tenting and tent décor items are cancelled within 30 days before the date of delivery or customer pick-up, a 100% cancellation charge will apply.
  • Cancellations made after the delivery of your rentals, installation of equipment, or pick-up of your rentals at our showroom will forfeit all payments.
  • Any cancelled event in the year 2021 will still be subject to FLEXX Production's written Cancellation Policy. A minimum of 15% will be NON-REFUNDABLE under cancellation for any reason (including, but not limited to, COVID-19, Acts of God, etc).

Please contact your event specialist with any further questions.

 

AM I ABLE TO SCHEDULE AN APPOINTMENT TO VISIT YOUR SHOWROOM TO VIEW PRODUCT IN PERSON?

Yes! Our showroom is open Monday-Friday from 9:00am-3:30pm for scheduled appointments. It is thoroughly cleaned on a daily basis as well as after each appointment. Additionally, an electrostatic sprayer is used daily and after each meeting to disinfect the showroom, and any product touched is taken to the warehouse to be cleaned. Meetings will be limited to two visitors at a time, and all participants are required to wear a mask. We have masks available for use at the front office desk along with gloves and hand sanitizer if desired. We request that all participants maintain social distance practices of 6’ apart during these meetings for everyone’s safety. Additionally, employees’ temperatures are taken daily and anyone with a fever or exhibiting any other COVID-19 related symptoms is sent home immediately upon arrival.

Give us a call at 970-223-1195 to schedule your appointment.

 

AM I ABLE TO SCHEDULE AN EVENT SPECIALIST TO VISIT MY VENUE/PROPERTY TO PERFORM A SITE VISIT FOR MY EVENT?
Yes. FLEXX employees are required to wear a mask when conducting an out of office site check. Again, we request that all participants maintain social distance practices of 6’ apart while in the proximity of others on site. We also encourage our employees to use hand sanitizer when arriving at a destination (prior to placing gloves on if applicable) and when departing a meeting (after gloves are removed if applicable).

 

WHAT MEASURES ARE BEING TAKEN TO ENSURE SATINTIZED, CLEAN PRODUCT?
All product is sanitized prior to delivery or client will-call pick-up:

  • Prepped chairs are stacked and wrapped in plastic.
  • Tables are sanitized and stacked in delivery or will-call prep zones.
  • Linens are cleaned, pressed, placed on hangers, and wrapped in a plastic bag.
  • All china and glassware is processed, polished, and placed in proper racks wrapped in a plastic bag. Please note that it is the client’s responsibility to safely set up all linen, china, glassware, and flatware product.


WHAT ARE YOUR SAFETY PRACTICES FOR DELIVERIES AND PICK-UPS?
Any technician on a job site is required to wear a face mask when interacting with a client. Gloves are also provided by FLEXX if desired. Masks are required at all times when present on a university campus or property. Hand sanitizer will be on stock in each vehicle, and employees are asked to utilize when getting out of a vehicle to enter a job site and when getting back in the vehicle upon leaving a job site. Clorox wipes will also be available to wipe down vehicle interiors after their use each day.

Prior to our pick-up, the client is responsible for restacking chairs and tables in situations where this labor service has not been secured through FLEXX staff. Additionally, the client is responsible for collecting all linens and placing in designated FLEXX linen bags and for clearing all plates and glassware of food and drink and placing back in their respective racks. Product unloaded at the facility from a FLEXX pick-up is immediately sanitized before being restocked to areas that host other sanitized product.

When applicable, product collected from a high risk project site is left in the FLEXX vehicle for 48 hours prior to unloading back into the facility. In situations where this cannot be done, an electrostatic sprayer will be used to disinfect the product prior to unload. High risk is defined as those sites being used specifically for COVID-19 testing or that anticipate the maximum allowed participants per the state’s health requirements.

COVID-19 testing sites require additional precaution upon uninstall:

  • Prior to technician arrival, any product on these sites will be asked to be up for at least 48 hours after its use to allow time for decontamination. Sites that do not have flexibility for this time frame will be required to have professional decontamination completed prior to FLEXX staff arrival.
  • Masks and gloves required at all times.
  • This product is required to remain in the truck for 48 hours to air out prior to unloading and cleaning.


WHAT ARE YOUR PROCEDURES FOR CUSTOMER WILL-CALL PICK-UP AND RETURN ORDERS?
FLEXX facility doors are locked at all times. Clients are required to pass a health survey prior to entering the facility if entrance is necessary. Simply ring the doorbell or call our office for approved entrance. Payments will be asked to be made over the phone prior to your arrival so the handling of money does not have to take place in the facility. Upon pick-up and return, please call the office phone number (970-223-1195) and one of our event specialists will provide instructions in regards to which dock door to park at. FLEXX employees are required to wear a mask at all times while interacting with clients; gloves are also available if desired. Sanitized pens will be available for your use to sign contracts and pick-up forms. Product unloaded at the facility from a will-call return order is immediately sanitized before being returned to FLEXX stock.

 

If you have any additional questions about our current safety procedures, please contact us today at 970-223-1195 or info@flexxproductions.com.

 

GENERAL FAQ'S

WHAT ARE YOUR STORE HOURS?
Monday - Friday: 9:00am-4:00pm
Saturday - Sunday: Closed

 

WHERE IS FLEXX PRODUCTIONS LOCATED?
We are located at 1833 East Harmony Road Unit 19 in Fort Collins, Colorado. Contact us for specific directions.

 

WHAT ARE YOUR TERMS AND CONDITIONS?
Please contact your event specialist for a current copy of our Terms and Conditions.

 

HOW FAR IN ADVANCE DO I NEED TO BOOK?
The sooner, the better. This helps ensure the availability of your rentals. Once the rentals are reserved for your event, party or wedding, you are guaranteed that equipment. Orders may be changed up to two weeks (ten business days) before your event. Orders that need to be changed after this deadline could be subject to a stocking/restocking fee. Contact us for more information or to discuss your booking details.

 

CAN I MAKE ADJUSTMENTS TO MY RESERVATION ONCE PRODUCT IS BOOKED?
Yes! We understand how guest counts can fluctuate and that event needs may change. We are able to make small item rental changes to your order up to two weeks (ten business days) out from your delivery or will call pickup date. Additions made to orders within that time period are subject to product availability, and reduced quantities or removed items are subject to cancellation fees.

 

DO YOU DONATE PARTY RENTALS, TENT RENTALS, OR EVENT RENTALS TO NON-PROFITS?
Yes we do! To apply for a donation please click here to download a donation request form.


WHAT IS THE DAMAGE WAIVER?
FLEXX Productions offers an optional damage waiver which covers replacement costs. The damage waiver is 10% of the rental cost total. By paying this, you are covering any accidental damage that may occur to a rental item while it is in your possession. Examples include: broken glassware, chipped china, or a tear or stain in a linen. However, any damage due to negligence is not covered by damage waiver. This would include wax burn holes in a linen, wind damage to umbrellas left up in a storm, or torn tent canvas due to not removing built up snow/water over an event. The purpose of the damage waiver is to protect the client from accidents or unforeseen circumstances. You may choose to decline the damage waiver and assume all responsibility for rental equipment and be billed out accordingly for any damages incurred during the rental period. Current replacement rates and charges can be obtained from your event specialist. To opt out of the damage waiver, we request documentation of the following: 1) Signed copy of our Damage Waiver Release Form provided by FLEXX Productions management, 2) A copy of your organization's certificate of liability insurance (COI) with coverage up to $1 million, and 3) Name on the reservation must match the name on the COI.

 

EVENT EMERGENCY INFO
If you discover a missing or damaged rental item, notify us immediately. We will note it on your contract. Lessee is responsible for equipment from the time rented to time returned. All equipment should be stored in a protected area. We do charge for missing, broken, damaged and stolen items. If you have a problem with the equipment, please call us. Our emergency number is 970-631-8170.