Frequently Asked Questions

Below you’ll find answers to some commonly asked questions. If you have any additional questions you don’t find answers to here, please feel free to contact us.

Placing and Managing an Order—

ο Can I view pricing online?

All of our pricing can be viewed online by creating an account with us here

ο Where can products be viewed?

We have interactive design centers that house all of our rental products. We welcome you to schedule an appointment to come and personalize your event by clicking here.

ο How do I place an order?

You can place your rental order on our website, by email, by texting, or by calling us. When placing your rental order online, a Sales Representative will follow up with you during our standard hours of 9:00 AM- 4:00PM Monday through Friday.  It is best to start a quote as early as possible in the planning process and to finalize items needed at least two weeks prior to the desired delivery date.

ο How will I know if my order is confirmed?

Rental requests will start off as price quotes. Price quotes do not hold or secure items. We can edit the quote as many times as needed until we get it the way you like it. A 75% deposit is required to secure and reserve items, and the remaining balance is due two weeks before the delivery date. If price quotes are not converted to a reservation prior to the delivery date, please expect an Expedited Next Business Day or Expedited Same Business Day Delivery charge as products in price quote status are not pulled or routed until they become a reservation.

ο Do I have to know my guest count upfront when placing an order?

The sooner you can confirm the number of guests the better. We accept changes up until the day before delivery. Any rental additions requested on the delivery date may be available for a same-day delivery charge. Please see the cancellation policy below for order reductions.

ο Do you have a minimum order requirement?

There is no rental product minimum for orders, however some of our rental products come in set rack and pack quantities.  All glassware are rented in full racks.  The size of the glass determines the number of glasses per rack.  Glasses are racked in quantities of 12, 16, 20, 25, 30, 36, or 49.  Racking ensures accurate counts in and out of the facility and also keeps the product in sanitized conditions.  All dinnerware, flatware, and napkins are rented in plastic-wrapped packs of 10's.  All chargers are wrapped in packs of 5's.

ο I don't see something on your website that I am dying to have. Can you locate it for me?

Don’t hesitate to call us or fill out the New Product Request Form when you are looking for something that is not currently shown on our website. We can check to see if we can procure the product for your special event. You may be asked to guarantee your reservation for special order items.

ο How do I get a hold of someone if I have an after-hours emergency?

If you have a rental emergency outside of our standard business hours of 9:00 AM - 4:00 PM Monday through Friday, please call our hotline number at 877.901.0000 and select option 2 to leave your important rental message. One of our team members will follow up with you.

ο How do you charge for a multi-date event?

The equipment is available for use for a 24 hour (1 event day) period at no additional cost.  We have a tiered structure for extended rental rates based on event days: 2 event days is a 1.35 rental rate; 3 to 7 days is a 1.5 rental rate; 8 to 14 days is a 2.0 rental rate; 15 to 21 days is a 2.5 rental rate; and 22 to 28 days is a 3.0 rental rate.

ο What days are you closed due to holidays so I can plan accordingly?

Event Source 2024 Holiday Observed Schedule

We will be closed on the following days:

New Year's Day: Monday, January 1st

Memorial Day: Monday, May 27th

Independence Day: Thursday, July 4th

Labor Day: Monday, September 2nd

Thanksgiving Day: Thursday, November 28th

Christmas Day: Wednesday, December 25th


Delivery and Pick Up—

ο What is your delivery and pick-up process?

Our standard freight is a lump-sum price including delivery and pick-up between the hours of 9:00 AM - 4:00 PM Monday through Friday on open business days.  This means our drivers will arrive anytime in that time range.  We also offer additional service add-ons for priority routing timed specific windows and delivery or pick-ups needed outside of our business hours. You can view our helpful reference rate sheet here.

ο Do you offer labor?

 We offer labor services for set up and breakdown for all of our products. We require a drawing or diagram layout of how you want the items placed by our drivers in advance to ensure a smooth and efficient delivery. You can view all of our labor services here.

ο How will the rentals arrive to me?

Tables and chairs arrive stacked. If you ordered Chiavari chairs, the pads will be in a separate protected box.  Dinnerware, flatware, and napkins arrive in purple crates in plastic wraps of 10’s. Chargers also arrive in purple crates, plastic-wrapped in 5’s. Glassware arrives in plastic-wrapped glass racks, and the racks will be stacked with the label of the glass style on the outer edge. Our linens arrive clean, pressed, and folded on a hanger with a size tag, and plastic-wrapped; very similar to dry cleaning. All cooking equipment arrives clean and ready to use with a product instruction sheet.

ο How do I get the rentals ready for pick-up?

Items should be at the agreed-upon pick-up location restacked in the same fashion they were dropped off in. Simply scrape off food and stack the dirty plates back in the crates, and empty out excess liquid from glassware and restack back in the racks. Soiled linen and napkins can be placed in our purple bags, and if equipment arrives in a gray tote for transport, the item must go back in our tote for pickup.

ο Do you have a Will Call pick-up option?

You can select to pick up and return your rental items from our Cleveland facility.  Will Call is located at dock door #13 on the south side of our building and is open Monday - Friday between 9:00am - 4:00pm.  Ring the door buzzer upon arrival.

ο I have an SUV, will that be big enough for my Will Call pick-up?

The rental products requested and the size of your order will depend on what size vehicle is needed.  Please reach out to your sales rep if you have specific product questions as some items require delivery service and are unavailable for customer pickup.  Ultimately you are responsible to ensure you have the proper sized vehicle along with straps, blankets, and any other tools needed to safely secure items for transport.  While we are happy to assist, it is the renter's responsibility to load and unlaod their vehicle at Will Call.

Payments and Policies—

ο What are your payment terms?

We require a 75% deposit to turn your quote into a reservation. Your final balance is due 2 weeks prior to delivery.  All orders do require a credit card authorization on file.  If your business needs net terms, a credit application can be provided upon request. Please remit payments to

JBK Group, Inc

Department 7400

PO Box 4110

Woburn, MA 01888-4110

ο What type of payment do you accept?

Our preferred method of payment is an ACH direct bank transfer.  However, we accept all major credit cards (Visa, American Express, Mastercard, and Discover) with a 3% recovery fee.  If you would like to pay by check, you must request a credit terms application. 

ο What is your cancellation policy?

You may cancel reservation orders that do not contain any specialty procured products up until seven (7) days prior to the delivery date for a full refund. Reservation contracts containing specialty procured products may still be canceled however, the rental fees associated with the specialty items are non-refundable. Cancellations or rental order reductions made within four to six (4-6) days prior to the delivery date will receive a 75% refund. Cancellations or rental order reductions made within one to three (1-3) days prior to the delivery date will receive a 50% refund. There is no refund for orders that cancel or reduce on the same day as the delivery date. 

ο Do you offer damage waiver?

We offer damage waiver which is a  service to cover equipment that is accidentally damaged during the rental period. The waiver is calculated at 12% of the rental items and is non-refundable. It does not cover loss or theft of items. Please see our Rental Terms for the full description of the damage waiver. If you opt out of the damage waiver, you will be responsible for replacement costs.


ο Can I use the same log-in information from the old website for this site?

Since our website is brand new, you will need to create a new account with us.  Create an account with us here

ο Why should I create an account on your website?

By creating an account all of our pricing can be viewed, and you can request a rental quote by placing items in your cart and checking out.   Create an account with us here

ο What is your privacy policy on your website?

Use of this site constitutes acceptance of our Privacy Policy which can be viewed here.

ο How do I create an account?

You can create an account by clicking the top right "Sign In" button, or by clicking here

ο I created an account, what do I do next?

You will receive an email to confirm your account immediately after your submission. Once you are confirmed, please visit your account to complete your profile.

ο I am having issues logging into my account. What should I do?

Please try clearing your browser cache.  For instructions on how to clear your browser cache and history In Google Chrome, please check out this LINK.   You can try using the Forgot Your Password link as well.  If you are still experiencing any difficulties, please contact us HERE

ο How do I join your email community?

Sign up here to stay on trend!

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