FAQs Archive | Houle Games & Entertainment

Q: What is the policy for damaged/lost equipment?

All damage or loss of equipment once delivered or picked up is the responsibility of the renter. The renter will be charged full replacement cost whether loss or damage is accidental or willful, excepting reasonable wear and tear and any damage or loss of equipment by Houle Games & Entertainment Ltd. No alteration or attachments to any supplied equipment can be made including signs and any tape or glue products.

Q: Why are there 2 sets of dimensions for each item?

The sizes of our items are shown when set up, and also when packed up

Q: Can I change the date of my event after I have made a reservation?

Once a booking has been made, any deposit made towards an invoice is non-refundable. It cannot be transferred to another date, and the customer will forfeit their deposit.

Q: When will I receive confirmation of my delivery and strike times?

You will receive an email with the details around your delivery and strike, along with the contact information for the delivery driver(s) that will be servicing your event approximately 3-5 days prior to your event date.

Q: Does delivery, setup and strike take place during the scheduled event hours?

No, the delivery, setup and strike will take place outside of your event's runtime.

Q: When will my delivery take place?

Delivery times are determined the week of your event. If a specific time is required, please indicate this when submitting your quote. Additional charges will apply.

Q: Why is my quote different from the prices listed on the website?

There are several factors that could cause your quote to be higher than the prices posted on our website. The first is that the event is scheduled to take place over the weekend or between 12:00 AM - 6:59 AM. In these cases, there will be a premium added to all rental fees. For Casino events, there is a surcharge added to events that are considered to be "out of town"