Need Help? FAQs
HOW DO YOUR RENTAL RATES WORK?
- WHENEVER WE SEND OUT A CONTRACT, THERE IS A MINIMUM 1 DAY RENTAL CHARGE APPLIED ON EACH ITEM. ANY ITEM WITH A HALF DAY RATE RETURNED WITHIN 4 HOURS WILL QUALIFY FOR THE HALF DAY RATE AND THE DIFFERENCE WILL BE REFUNDED. ALL CONTRACTS AND CONTRACT EXTENSIONS MUST BE PAID UP FRONT AND NOT AT THE END OF THE RENTAL/EXTENSION PERIOD.
- WE ALSO OFFER AN OVERNIGHT HALF DAY RENTAL RATE PERIOD ON ANYTHING PICKED UP AFTER 3PM AND RETURNED BY 9AM THE NEXT MORNING. ANY ITEMS WITH A TRACKED HOUR METER MUST BE RETURNED WITH LESS THAN 4 TOTAL HOURS USED.
- IF THE ITEM IS RETURNED ON TIME BUT THE ENGINE HOURS EXCEED THE 8 HOUR/DAY MARK AND ARE LESS THAN 12 TOTAL HOURS, THE ITEM WILL BE PRORATED FOR THE ADDITIONAL HOURS OVER 8.
- EXAMPLE: $80/DAY RATE WITH 10.5 TOTAL HOURS USED = $80.00 +(($80/8 HOURS = $10 PER HOUR) (10.5 TOTAL HOURS – 8 HOURS PER DAY = 2.5 HOURS EXTRA)) = $105.00 ($80 + $25 EXTRA).
- IF THE TOTAL HOURS EXCEED 12 FOR THE DAY, AN ADDITIONAL DAY CHARGE WILL BE APPLIED TO THE ITEM.
TIME OUT VS TIME USED:
- WE CHARGE FOR THE TIME AN ITEM IS OUT OF OUR STORE OR OFF OF OUR PROPERTY, NOT THE AMOUNT OF TIME IT WAS USED FOR. IF THE ITEM IS NOT HERE, WE CAN’T RENT IT, RESERVE IT, OR SERVICE IT SO WE CHARGE FOR THE TIME IT IS OUT, EVEN IF IT’S ONLY USED FOR A BRIEF PERIOD OF THE RENTAL TIMEFRAME.
- THERE WILL STILL BE A CHARGE IF THE INCORRECT TOOL FOR THE JOB WAS CHOSEN AND THE TOOL FUNCTIONS PROPERLY BUT IS NOT WORKING FOR THE APPLICATION. IF THE ROTOTILLER ISN’T POWERFUL ENOUGH, IF THE JACKHAMMER DOESN’T HAVE ENOUGH FORCE, IF THE DRAIN AUGER ISN’T LONG ENOUGH OR TOO BIG FOR THE PIPE, OR IF THE SAW BLADE DIDN’T CUT DEEP ENOUGH DOESN’T NECESARILLY MEAN THE TOOL WAS MALFUNCTIONING. THERE ARE PLENTY OF OTHER OPTIONS WE CARRY TO GET THE JOB DONE BE SURE TO ASK THE COUNTER REPRESENTATIVE WITH YOU WHAT THE BEST TOOL FOR YOUR SPECIFIC JOB.
- WHEN A TOOL IS RENTED AND EVEN LIGHTLY USED, WE STILL HAVE TO CLEAN, SERVICE, AND CHECK THE TOOL BEFORE WE RENT IT AGAIN. IF YOU NOTICE THAT THE TOOL YOU’VE RENTED ISN’T THE RIGHT TOOL FOR THE JOB, IF IT’S RETURNED WITHIN 4 HOURS IT MAY QUALIFY FOR A REDUCED HALF DAY RENTAL.
WHAT HAPPENS IF THE ITEM IS RETURNED LATE?
- WE WILL PRORATE THE RENTAL RATE OF ANY ITEM RETURNED WITHIN 4 HOURS OF THE
RETURN TIME, ANYTHING LATER IS CONSIDERED A SECOND DAY AND A FULL
ADDITIONAL DAY RATE WILL APPLY.
- EXAMPLE: $80/DAY RATE RETURNED 2.5 HOURS LATE = $80.00 +(($80/8 HOURS = $10 PER HOUR) (2.5 HOURS EXTRA)) = $105.00 ($80 + $25 EXTRA).
WHAT IS A ONE-DAY RENTAL RATE CONSIDERED?
- WE CONSIDER A ONE DAY RENTAL RATE TO BE 24 HOURS FROM WHENEVER THE ITEM WAS PICKED UP OR DELIVERED. IF THE ITEM HAS A TRACKED ENGINE HOUR METER, THE ITEM CAN BE HELD FOR 24 HOURS BUT THE ENGINE RUNNING HOURS MUST REMAIN LESS THAN 8 TOTAL HOURS TO NOT INCUR ADDITIONAL CHARGES.
WHAT IS A ONE WEEK RENTAL RATE CONSIDERED?
- A ONE WEEK RENTAL RATE IS CONSIDERED TO BE 7 DAYS OR 168 HOURS FROM WHENEVER THE ITEM WAS PICKED UP OR DELIVERED. IF THE ITEM HAS A TRACKED ENGINE HOUR METER, THE ITEM CAN BE HELD FOR 7 DAYS BUT THE ENGINE RUNNING HOURS MUST REMAIN LESS THAN 40 TOTAL HOURS TO NOT INCUR ADDITIONAL CHARGES.
- DEPENDING ON THE TYPE OF EQUIPMENT, THE WEEKLY RATE IS TYPICALLY EQUAL TO 2- 4 DAILY RATES OF WHATEVER ITEM IS BEING RENTED.
WHAT IS A ONE MONTH RENTAL RATE CONSIDERED?
- A ONE MONTH RENTAL RATE IS CONSIDERED TO BE 28 DAYS OR 672 HOURS FROM WHENEVER THE ITEM WAS PICKED UP OR DELIVERED. IF THE ITEM HAS A TRACKED ENGINE HOUR METER, THE ITEM CAN BE HELD FOR 28 DAYS BUT THE ENGINE RUNNING HOURS MUST REMAIN LESS THAN 160 TOTAL HOURS TO NOT INCUR ADDITIONAL CHARGES.
- DEPENDING ON THE TYPE OF EQUIPMENT, THE MONTHLY RATE IS TYPICALLY EQUAL TO 2-3 WEEKLY RATES OF WHATEVER ITEM IS BEING RENTED.
HOW DO RESERVATIONS WORK?
- ANY CUSTOMER LOOKING TO MAKE A RESERVATION MUST HAVE AN EXISTING ACCOUNT WITH US, WE WILL NOT RESERVE ANYTHING FOR NEW CUSTOMERS UNLESS YOU COME TO THE STOREFRONT TO SET UP YOUR ACCOUNT FIRST. WE MUST HAVE AN UPDATED DRIVERS LICENSE ON FILE IN ORDER TO TAKE PAYMENT AND WE REQUIRE A DEPOSIT TO MAKE A RESERVATION, THIS DEPOSIT WILL BE APPLIED TOWARDS PAYMENT OF YOUR CONTRACT AT THE TIME OF PICK UP. THE DEPOSIT WILL BE A PERCENTAGE UP TO 100% OF THE TOTAL AMOUNT DUE ON THE CONTRACT. ONCE THE ITEM IS RESERVED, IT IS UNAVAILABLE TO OTHER CUSTOMERS.
CAN I CANCEL A RESERVATION?
- WE REQUIRE 24 HOURS NOTICE FROM THE RESERVED PICK-UP/DELIVERY TIME TO RECEIVE A FULL REFUND FOR YOUR RESERVATION DEPOSIT. RESERVATIONS DURING PEAK SEASON (MAY-SEPTEMBER) REQUIRE 48 HOURS NOTICE FROM THE RESERVED PICK UP/DELIVERY TIME TO RECEIVE A FULL REFUND OF THE DEPOSIT. RESERVATIONS DURING THE WEEK OF MEMORIAL DAY WEEKEND AND LABOR DAY WEEKEND REQUIRE A 7 DAY CANCELLATION NOTICE FOR A FULL REFUND OF THE DEPOSIT. A CANCELLATION FEE UP TO 100% OF THE RENTAL RATE WILL BE APPLIED TO ALL CONTRACTS CANCELLED WITHIN 24 HOURS OF THE RESERVATION TIME.
- IF YOU NEED TO CANCEL DUE TO INCLEMENT WEATHER WITHIN 24 HOURS OF YOUR RESERVATION TIME, WE CAN APPLY A RAIN CHECK AND SET THE CONTRACT UP FOR ANOTHER DATE. CANCELLING A RAIN-CHECKED RESERVATION WILL RESULT IN A CANCELLATION FEE.
CAN I EXTEND MY RENTAL?
- AS LONG AS THE ITEM BEING RENTED IS NOT OVERBOOKED ON A FUTURE RESERVATION, ITEMS CAN BE EXTENDED OUT INDEFINITELY. IF THE ITEM CAN’T BE EXTENDED DUE TO ANOTHER RESERVATION AND THE ITEM IS NOT RETURNED IN TIME FOR THE NEXT RENTAL, THE CUSTOMER WILL BE CHARGED FOR THE TIME THE ITEM WAS OUT PLUS THE TOTAL CHARGE OF THE RESERVATION THAT WAS MISSED DUE TO IT NOT BEING RETURNED ON TIME. WHEN THE ITEM IS RESERVED OR BEING RENTED, IT CAN’T BE OVERBOOKED. WE ENCOURAGE CUSTOMERS WHO ARE UNSURE OF HOW LONG THEIR PROJECT WILL TAKE TO RENT THEIR EQUIPMENT OR TOOLS LONGER THAN THEY ANTICIPATE NEEDING IT. WE WILL ALWAYS REDUCE THE RENTAL RATE TO WHENEVER THE ITEM WAS RETURNED AND REFUND CUSTOMERS WHO QUALIFY FOR A REDUCED RENTAL RATE.
WHAT HAPPENS IF SOMETHING GOES WRONG WITH MY RENTAL?
- IF ANYTHING HAPPENS TO THE EQUIPMENT WHILE BEING RENTED SUCH AS IT GOING
MISSING, BREAKING, OR MALFUNCTIONING YOU MUST NOTIFY US WITHIN 30 MINUTES
OF THE OCCURRENCE. FROM THERE WE WILL USUALLY FOLLOW THESE STEPS:
- TRY TROUBLESHOOTING OVER THE PHONE WITH A TECHNICIAN OR MECHANIC. IF WE CAN’T TROUBLESHOOT OVER THE PHONE, WE CAN EITHER:
- HAVE YOU RETURN THE EQUIPMENT TO THE STORE, IF WE DETERMINE THE MACHINE WAS NOT FAULTY DUE TO OPERATOR ERROR, MISUSE, OR CUSTOMER DAMAGE THEN WE WILL SWAP YOU OUT WITH THE SAME AND/OR SIMILAR MACHINE AND RESTART YOUR TIME
- SCHEDULE YOU FOR THE NEXT AVAILABLE SERVICE CALL, IF YOU ELECT FOR THE SERVICE CALL THERE’S A CHANCE YOU WILL BE CHARGED FOR THE MILEAGE TO DRIVE TO YOUR LOCATION AND THE LABOR OF THE MECHANIC OR TECHNICIAN THAT IS SENT OUT. WE WILL BRING A REPLACEMENT PIECE OF EQUIPMENT OUT SO THE WORK WITH THE ITEM CAN CONTINUE WHILE WE DETERMINE IF THE MACHINE WAS FAULTY DUE TO GENERAL WEAR AND TEAR OR CUSTOMER MISUSE, DAMAGE OR OPERATOR ERROR. IF THE MACHINE WAS FAULTY DUE TO GENRAL WEAR AND TEAR, THE TIME WILL BE RESTARTED FROM WHEN THE REPLACEMENT EQUIPMENT ARRIVED, OR ON LONGER THAN A DAY TERM CONTRACTS AN ADDITIONAL DAY WILL BE ADDED TO THE END OF THE TERM OF THE CONTRACT AT NO COST. IF THE EQUIPMENT WAS FAULTY DUE TO OPERATOR ERROR, CUSTOMER MISUSE, OR CUSTOMER CAUSED DAMAGE, THEN A FULL RENTAL DELIVERY RATE WILL BE APPLIED TO THE CONTRACT AS WELL AS THE LABOR FOR THE TIME THE TECHNICIAN WAS DOING WORK ON SITE AND ANY TIME NEEDED TO REPAIR THE ITEM AND NO ADDITIONAL TIME WILL BE CREDITED.
- IF YOU INFORM US THAT THE MACHINE IS FAULTY BUT DON’T ELECT FOR A SERVICE CALL AND RETURN IT AT THE END OR LATER THAN YOUR RENTAL PERIOD TERM, THEN THE FULL RENTAL AMOUNT WILL BE CHARGED AND THERE WON’T BE A REDUCED RATE OR REFUND.
- IN THE CASE OF IT BEING LOST OR STOLEN YOU MUST FILE A POLICE REPORT IMMEDIATELY AND LET US KNOW AS SOON AS YOU’VE FILED THE POLICE REPORT. YOU WILL STILL BE LIABLE FOR THE REPLACEMENT OF THE EQUIPMENT IF IT CAN’T BE RECOVERED IN A TIMELY MANNER.
HOW DO DELIVERIES WORK?
- ANY CONTRACT SET UP FOR DELIVERY WILL BE STARTED ON THE TIME OF DELIVERY, THE CUSTOMER SHOULD BE PRESENT WHEN THE ITEM IS DROPPED OFF. IF THE CUSTOMER CAN’T BE THERE FOR THE DELIVERY TIME, WE CAN DROP THE EQUIPMENT OFF AND HAVE THE CUSTOMER PICK THE KEY UP AND SIGN THE CONTRACT AT THE STOREFRONT. IF THE CUSTOMER DOESN’T SIGN THE DELIVERY CONTRACT EITHER AT THE TIME OF DELIVERY OR AT THE STOREFRONT AND USES THE RENTAL WITHOUT SIGNING, THE ACCOUNT WILL BE CLOSED.
- WE WILL NOT SEND A DRIVER TO PICK UP ANYTHING UNLESS IT IS CALLED OFF RENT AND RENTAL CHARGES WILL CONTINUE TO ACCRUE UNTIL THE ITEM IS CALLED OFF RENT, EVEN IF THE SCHEDULED PICKUP/DUE TIME HAVE PASSED.
- THE CUSTOMER IS RESPONSIBLE AND LIABLE FOR ANY DAMAGES OR THEFT OF THE MACHINE UNTIL IT IS PICKED UP BY AN AUTHORIZED HARDWARE SALES AGENT, EVEN AFTER THE ITEM HAS BEEN CALLED OFF.
- IF THERE IS A GATE OR DOOR THAT CAN’T BE ACCESSED IN ORDER TO PICKUP AN ITEM AND THE DRIVER HAS TO WAIT OR SCHEDULE A TIME FOR SOMEONE TO UNLOCK IT FOR THEM THAT IS PAST THE DUE DATE, THE ITEM WILL CONTINUE TO ACCRUE CHARGES UNTIL THE ITEM CAN BE PICKED UP.
- PARTY RENTAL DELIVERIES WITH LARGE QUANTITIES OF TABLES AND CHAIRS WILL BE DROPPED OFF IN AN ENCLOSED CARGO TRAILER, OR SITUATION PERMITTING, A UTILITY TRAILER WITH A COUPLER BALL LOCK AND PARKED WHERE INSTRUCTED BY THE CUSTOMER WHERE IT CAN BE LOADED AND UNLOADED. THE TRAILER SHOULD BE CALLED OFF ONCE IT’S BEEN RELOADED BY THE CUSTOMER IN THE SAME CONFIGURATION.
HOW DO WEEKEND RATES WORK?
- ANYTHING PICKED UP ON A SATURDAY WILL HAVE A ONE DAY RENTAL RATE THAT’S DUE BACK AT 10AM ON THE FOLLOWING MONDAY MORNING. ANYTHING PICKED UP ON FRIDAY WILL HAVE A TWO-DAY RENTAL RATE DUE BACK AT 10AM ON THE FOLLOWING MONDAY MORNING. ANY ITEM WITH A HALF DAY RATE PICKED UP AFTER 3PM ON A FRIDAY AND RETURNED BY MONDAY MORNING AT 10AM WILL QUALIFY FOR A DAY AND A HALF RATE.
- WE ONLY CHARGE FOR THE DAYS THAT WE’RE OPEN BECAUSE WHEN WE’RE CLOSED ON SUNDAYS, WE CAN’T RESPOND TO ANY ISSUES UNTIL THE FOLLOWING MONDAY MORNING. IF YOU HAVE A JOB ON A TIME CRUNCH AND WANT TO COMPLETE IT OVER THE WEEKEND, WE RECOMMEND PICKING YOUR EQUIPMENT UP AND USING IT WELL BEFORE CLOSING TIME ON SATURDAY (5:15 PM) TO MAKE SURE IT’S RUNNING PROPERLY AND THE RIGHT TOOL FOR YOUR JOB.
WHO’S RESPONSIBLE FOR DAMAGED TIRES ON TRAILERS?
- IF A TRAILER TIRE GOES FLAT DURING YOUR RENTAL, TAKE IT TO A TIRE CENTER. THEY WILL ACT AS A NEUTRAL THIRD PARTY AND DETERMINE IF THE TIRE WAS FLAT DUE TO GENERAL WEAR AND TEAR OR IF THE TIRE WAS FLAT DUE TO IT BEING OVERLOADED OR PUNCTURED BY SOMETHING. IF THE TIRE IS PUNCTURED OR OVERLOADED AND NEEDS TO BE REPLACED, YOU WILL BE RESPONSIBLE FOR REPLACING THE TIRE. MOST FLAT TIRES ARE DUE TO SCREWS OR NAILS BEING RUN OVER. THIS IS USUALLY A VERY CHEAP AND FAST REPAIR THAT ANY TIRE CENTER CAN DO, SOMETIMES FOR FREE. IF THE TIRE NEEDS TO BE REPLACED AND IT’S DUE TO WEAR AND TEAR WHILE WE ARE CLOSED, KEEP THE RECEIPT FROM WHERE YOU HAD IT REPLACED AND BRING IT IN WHEN YOU RETURN IT.
CLEANING CHARGES, HOW DO THEY WORK?
- WE CHARGE A CLEANING CHARGE FOR EACH ITEM WHEN THE ITEM IS SENT OUT ON THE CONTRACT BASED ON THE AVERAGE TIME IT TAKES US TO CLEAN THAT ITEM WHEN THEY RETURN. IF THE ITEM IS RETURNED IN THE SAME CONDITION WE WILL REFUND THE CLEANING CHARGE. IF THE ITEM IS DIRTIER THAN USUAL AND IT TAKES US LONGER TO CLEAN THE ITEM THAN WHAT WAS INITIALLY CHARGED, ADDITIONAL CLEANING CHARGES AT $60/HOUR MAY APPLY.
- SOME ITEMS MAY HAVE A CLEANING DEPOSIT IN LIEU OF A CLEANING CHARGE AND THE CLEANING CHARGES WILL BE APPLIED ONCE THE ITEM IS RETURNED, AND THE REMAINDER OF THE DEPOSIT WILL BE REFUNDED.
CAN SOMEBODY ELSE PICK UP MY RENTAL FOR ME?
- YES, HOWEVER, THEIR NAME MUST BE ON YOUR LIST OF AUTHORIZED SIGNERS.
- IF YOU HAVE AN EXISTING CHARGE ACCOUNT WITH US THAN YOU CAN EITHER CALL
INTO THE OFFICE OR EMAIL ACCOUNTSRECEIVABLE@HARDWARESALES.COM TO ADD
AUTHORIZED SIGNERS ON YOUR ACCOUNT.
- THE EMAIL OR CALL MUST COME FROM AN EMAIL ADDRESS OR PHONE NUMBER ALREADY ASSOCIATED WITH YOUR ACCOUNT
- IF YOU HAVE AN EXISTING CASH ACCOUNT IN RENTALS, YOU MUST FIRST CALL IN FROM
A NUMBER ASSOCIATED WITH YOUR ACCOUNT TO UPDATE YOUR EMAIL ADDRESS IF IT’S
NOT ALREADY ON FILE. ONCE YOUR EMAIL ADDRESS IS ON FILE, YOU MUST THEN SEND
US AN EMAIL FROM THE ASSOCIATED ADDRESS AND GIVE US THE FULL NAME(S) OF
WHATEVER AUTHORIZED SIGNER(S) YOU’D LIKE TO ADD STATING THEY ARE AUTHORIZED
SIGNERS.
- YOU CAN ALSO FIND OUR AUTHORIZED RENTAL SIGNER FORM ON OUR WEBSITE IN THE DOCUMENTS PAGE. THIS CAN BE FILLED OUT AND EMAILED TO ACCOUNTSRECEIVABLE@HARDWARESALES.COM
- IF YOU ARE NEW TO TOWN OR PASSING THROUGH FOR A JOB AND YOU’RE LOOKING TO MAKE A RESERVATION AND HAVE SOMEONE ELSE PICKUP YOUR RENTAL RESERVATION FOR YOU, YOU HAVE TO ESTABLISH YOUR ACCOUNT AT THE STORE IN PERSON FIRST. YOU CAN FILL OUT OUR AUTHORIZED SIGNERS LIST
