FAQS

HOW DO I PLACE AN ORDER TO SMI FOR PURCHASE?

Please place your order in writing using the SMI Order Form (which can be downloaded off our website) and faxed to 416-243-7392. You may also call 416-243-9284 or email us at info@susanmurray.com.. Please note that all orders will be processed as received and all verbal orders are considered firm. If you are a new customer that has never ordered with SMI before, then a credit application will be needed before any orders can be accepted by SMI. If you are first time customers interested in our RENTAL program, then please refer to our RENTAL ORDER FORM.

WHERE DO YOU SHIP AND WITH WHOM DO YOU SHIP WITH?

Susan Murray International (SMI) and Susan Murray Rentals (SMR) ship's all over the world. In most cases we ship via UPS and other Freight Carriers. Susan Murray Rentals will usually use UPS whenever a delivery falls outside of their standard coverage area. However all shipments that are to be sent with UPS or other Freight carrying companies (other than SMI itself) will be sent on a Monday thru Friday during standard business hours.

• SMI is not responsible for late deliveries due to freight carriers.
• FOB is Toronto, Ontario.
• Shipping charges will be added to your invoice once the details of your shipment are confirmed.
• Prices and Terms are subject to change without notice.
• All pricing is for each, unless otherwise noted.
• Product sizes are for cut fabric, and finished sizes may be slightly different.
• Orders for Custom sizes and speciality designed items cannot be cancelled once in production.

WHAT IS REQUIRED FROM SMR TO SECURE A LINEN BOOKING OR A SPECIFIC DATE TO AN EVENT?

Once you have decided to book your linen rental with SMI (which we appreciate very much a 25%) deposit on your total items required (not including shipping) will be needed on a valid VISA or MASTERCARD. (Please refer to our CC Authorization form for input details). This will ensure that your linen and date get secured for your event.

DO YOUR PRICES INCLUDE DELIVERY & SHIPPING?

No. Prices reflect rental rate only. Please call our office to find out exact pricing on delivery.

CAN I ADJUST MY ORDER AND MAKE CHANGES ON YOUR RENTAL ITEMS?

All changes in QUANTITIES must be made 10 days prior to the event scheduled, and 15 days prior to events which take place outside of Toronto Ontario area. Any changes to actual fabric choices and difference in sizes originally ordered will be subject to SMI approval and availability of stock. All orders CANCELLED prior to shipment leaving our warehouse will have a NON-REFUNDABLE deposit, and all orders cancelled after shipment has left our warehouse will be subject to a 50% re-stocking fee on top of original deposit given.

DO I STILL PAY FOR LINENS THAT DON'T GET USED AND RETURNED AS RECEIVED?

We must charge for all linens that are shipped, picked up or delivered. You may always make changes to your order but in the event that you under-estimated your needs, it is always advised to order a few extra items (especially for shipped items long distance or for weekend events) which will help accommodate last minute needs.

WHEN DOES THE RENTAL PERIOD BEGIN AND END?

The rental period begins on the ship date specified in the SMI Rental Contract and ends when the items are returned to SMI. The customer agrees to return rented items on the agreed return date as specified on the SMI invoice OR to arrange for SMI to pick up rented items. SMI reserves the right to charge additional rental fees for items returned after the agreed return date.

MISSING ITEMS OR DAMAGED ITEMS UPON RECEIVING

All customers are responsible for ordered items from the time of delivery to the time of return. So it is VERY IMPORTANT that you check all items upon of receipt. Any missing items or damaged ones must be reported by calling our office at time of receipt of items.

WILL I BE CHARGED FOR DAMAGED OR MISSING ITEMS UPON RETURN

The Customer is liable for all damage, destruction, loss, or theft regardless of whether rental items were turned over to any 3rd parties including (but not limited to) caterers, set-up personnel, hotels, etc, or left with no supervision to verify. Customer liability does not change if SMI is setting up and/or taking down the rental items. SMI cannot assume any responsibility for items whenever they are not under direct control of SMI such as during the event.

WHAT DOES DAMAGE MEAN?

The customer agrees to take reasonable care to prevent mildew from forming on linens by separating damp linens, not storing damp linens in plastic bags or sealed containers, not leaving any linen in damp areas, not setting up linens where they are in constant contact with damp grass, etc. Mildew is permanent and will result in replacement charges. Wax may or may not come out in the wash; which will result in additional cleaning charges. Burn holes or other permanent damages will also result in a full replacement charge.

HOW CAN I PREVENT MISSING OR DAMAGED LINENS?

Always make sure proper care is taken when removing the linens from the table or any area of use. Watch for wooden chips or other sharp or heavy weighted objects which can cause a tear to the fine linen. Take extra care when removing lit candles and wax filled voiles, as hot wax can severely damage linens, and ignite near flammable objects. If the linens are wet, please air dry before putting in plastic bags for return. Please also make sure linens are left in a proper and secure area upon waiting of pickup or delivery.

HOW DO THE RENTAL LINENS GET SHIPPED BACK IF SMR IS NOT PICKING UP THE LINENS THEMSELVES?

Easy! When you receive your linens from SMR you will have received them with both a packing slip and a Return Label(s) (RS) from UPS. SMR will also provide you with easy to follow instructions on how to place the linens back in the totes or boxes which the linens were received in and all you need to do is call UPS for a pick on the next business day after the event. 1-800-PICK UPS.