Forms & FAQs

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Frequently Asked Questions

How do weekly rentals work?

Our props are rented on a weekly basis. The rental period begins on the day of pick-up and continues for seven days plus one additional “grace” day.

For example, if you were to pick up your order on a Monday, your props would be due back on the following Monday. Sunday being the 7th day, Monday would be considered your “grace” day.

If the props are not returned by 4:30 p.m. on the day your order is due, you will be charged for an additional week’s rental.

We are sorry, but we do not offer weekend or one day rental discounts.

For C.O.D. accounts we require:

1. A Certificate of Insurance (as per the coverages specified in the Surface Surface Rental Agreement)
2. A completed C.O.D. Account Application
3. A completed Credit Card Authorization form
4. A signed Rental Agreement

Can my production get extended rental discounts?

We offer extended rental discounts to our customers. Extended rental discounts will be applied as follows:

Can items be taken on "memo"?

We do not allow items to be taken free of charge “on memo”.

How many items can I hold?

We do not have a strict number limit on items to be held, however we ask that you let us know as soon as you can of any items we may release and please only hold items you feel are likely to be approved for your set. We will require your contact information, hold date, and length of rental in order to hold an item for you.

What happens if I have an early return?

Rentals are billed in their entirety during the first week of the rental. Please make the confirmed rental period from ship to return clear so we can bill correctly. We do not give refunds if the props are returned early.

When can I send our truck to pick up?

We will not pack up an order until we have verbal or written confirmation. Please make sure you send us an email or give us a call to confirm your order. All pick ups and returns MUST be scheduled as we are only open by appointment.

At the time of confirmation, we can give you an estimate of when your order will be ready for pick up. Please allow enough time for us to prepare your order, order readiness will depend on how busy we are. We cannot guarantee "rush orders".

Are there requirements for transport?

Some of our surfaces are listed as HEAVY. These items require 2 people for pick up and return. It is encouraged to have a hand truck for easy pick up and return. We do have a gated back alley behind our building for vehicles to pull into for easy loading. We will schedule these details when you confirm your order.

Please be mindful of how you are transporting items. We appreciate tying heavy surfaces into all production vehicles with ratchet straps to help keep items from damaging en route. If surfaces are being stacked in a personal car, please be advised of overloading weight on fragile surfaces as they may damage or crack.

What if loss or damage occurs?

Renter assumes full responsibility for all lost or damaged items including during transport at a value assessed by Surface Surface. If loss of or damage to an item occurs in transit or on set, please contact us immediately, we will assist you to find a substitute, if needed. Please return all parts and pieces of damaged items to us, even if the item appears to be destroyed.

Please be cautious of putting food, liquid, oil, or other adhesives directly on surfaces as they may cause damage. Items that come back beyond normal wear and tear will incur a cleaning or repair fee if it can be salvaged. A replacement fee will be charged if the item is beyond repair. Please note, if a replacement fees is charged, items are still property of Surface Surface and cannot be kept by the renter. These terms are non-negotiable.

Unreturned or lost moving blankets and packing materials will also be billed for replacement if not returned in full with the order.

Can I paint, stain, or modify items?

We do have a 'Paintables' section for surfaces that can be painted. Any other modification to these surfaces must be cleared or a replacement fee will be charged. All other rented items are to come back in their original condition and cannot be modified in any way unless written confirmation is given by Surface Surface.

What happens if I cancel an order after confirmation?

Any cancellations after confirmation will be billed the full amount.

Do you charge credit / debit card processing fees?

Yes, we charge a 3.2% processing fee. Canceled orders and requests to change payment after a card is charged will also incur a 3.2% processing fee.

What happens if my truck is late or my shoot dates have been postponed?

If we are not notified of your schedule change, all items that sit on our dock for more than 24 hours past the scheduled pick-up date are subject to being put back out on the floor. Orders that are delayed longer than 2 weeks after they have been packed will incur a 50% restocking fee.

We understand changes in your production schedule. Please just let us know so we can work with you.

What happens if the items rented are never on camera / used?

All items that have left our studio are considered “rented” merchandise, and therefore billed accordingly.

How do I close out my account?

All rentals are subject to check in. We will determine if there is any damage or loss as soon as possible. Please have a member of your department contact us to make sure your invoices have been paid in full and that there are no outstanding items or damage. Extended rental charges will accrue on missing items until your rental is closed out and all outstanding items and loss/damage issues are resolved.

Any more questions?

Just give us a call at (213)282-4228 or contact us.