FAQ
ORDER PLACEMENT
How can I get in touch with Over The Top?
- Reach us by phone at (800)-582-1031 or 954-424-0076 weekdays between 9 a.m – 5 p.m. EST.
- Make an appointment at one of our showrooms! We’ve got locations in Fort Lauderdale and Orlando.
- Email us at info@ottrl.com.
- If this is a linen emergency, call us at (800)-582-1031 for support after business hours.
How do I place an order?
You can place your order over the phone, through our website, or in person at our showroom during your appointment. Our Event Consultants are available weekdays 9 a.m. – 5 p.m. EST to help you place your order.
You can also submit your order via email to info@ottrl.com.
We require an electronic signature and a 50% deposit to reserve linens. Once we receive the signed contract and credit card authorization, your linens will be reserved and you’ll be on your way to a memorable event!
How do I know what size linens I need?
Size matters! Our Event Consultants have tons of experience with sizing and will be happy to assist with measurements and ensure you order the linen sizes you need. You can also refer to our Linen Size Guide.
May I change my order?
Things change.
We’ll do our best to accommodate changes to orders that haven’t shipped. This may result in additional shipping/delivery fees.
Feel free to add to your order at any time; we’ll be happy to include more linens.
If you are reducing your order, please submit your change no later than 3 days prior to shipment or delivery of the product.
How do I order custom linens?
So you want us to sew for you? Great!
We love creating unique, custom-designed linens with your favorite fabrics and designs. Just give us adequate lead time for production.
We need a signed contract and we take payment upfront for made-to-order linens. Since they’ll be made just for you, we won’t be able to cancel or refund once you’ve placed an order.
Do you take last-minute orders or last-minute order updates?
Yes!
If we’ve got the items in stock, we’ll send them same-day shipping (for orders received by 12 p.m. EST) or next-day UPS and FedEx.
We also offer airline shipping if it’s available in your area.
Expedited shipping fees apply.
If you’re a licensed pilot, feel free to fly in and pick them up yourself, then there’s no shipping fee.
Is there a minimum order?
No!
Just because your gathering is small and intimate, doesn’t mean it can’t be fabulous!
You can rent as much or little as you need, but we do rent napkins in sets of 10.
Is there a damage waiver or an insurance option?
Of course!
You have the option to sign up for a liability release for any accidental damage to rented items.
It is available for 7% of the total rental amount (excluding tax and delivery/shipping fees) and it’s non-refundable, even if there is no damage. It provides you the peace-of-mind to enjoy your event.
Missing items or gross negligence is not covered by the policy. A rate of three times the rental rate will be charged for missing items.
If you’ve got a rowdy guest list, this is a great idea!
Can I contact Over The Top if there’s an emergency?
If it’s a linen emergency, absolutely! Reach us 24/7 at our emergency line: (800)-582-1031.
For all other emergencies, call 911.
DELIVERY & PICK-UP
How will I receive my order?
We offer delivery and pick-up service for local linen orders with our OTT vans for a fee.
All other orders will be shipped via UPS Ground or UPS expedited services.
When will I receive my linen order?
We know you’re excited to set up for your event, so we aim to deliver your linens a little early.
We plan for your linens to arrive two days before the event if we’re shipping them.
For local orders, we’ll deliver one to two days before your event.
Sometimes weather or holiday delays occur for orders sent through UPS. We’ll work with UPS to find out the status of your shipment and keep you in the loop.
What if my order is delayed?
Don’t panic!
As soon as we ship your linens, you’ll receive a tracking number from UPS via email. Just contact UPS (1-800-742-5877) for delivery status updates and other info regarding your delivery.
We cannot assume responsibility for delays due to weather or mishandling of packages caused by UPS.
Do you offer install/remove services?
Yes, in our South Florida area.
We will install and/or remove linens before and after your event.
We do charge for the additional labor.
May I pick up and return linens myself?
Absolutely! You can pick up and return your linens to either of our warehouses (Fort Lauderdale and Orlando) on weekdays 9 – 5 p.m. EST.
You can pick up your linens up to two days before your event.
When do I return my rental linens?
Please return your linens no more than two business days after your event.
If you’re returning them directly, you can bring them to our Fort Lauderdale or Orlando warehouses on weekdays 9-5 p.m. EST. (Also, bring photos of the event if you’d like; we’d love to see it)!
If you’re shipping the linens back, please have them in transit no more than two business days after the event date.
Need extra time? No problem! Call our offices at (800)-582-1031 and let us know. Additional fees may apply.
SAMPLES
May I request a fabric swatch?
Please do!
We know it can be hard to choose from so many fabrics and we’re happy to send up to 8 fabric swatches at no charge so you can select the perfect one!
Need more than 8? No problem. We’ll send as many as you want! The first 8 are on us. After that, there’s a fee of $1 per swatch.
We’ll mail your swatches via USPS. Submit your request on our website, over the phone, or via email.
May I request a sample linen?
Sure! Lots of event planners (and brides!) want to see a linen sample before their event.
We’ll be happy to send a full-size sample so you can take a look. Our normal rental rate, shipping and taxes will apply.
May I visit your showroom?
Absolutely! We can’t wait to see you and hear all about your event!
Just call us at (800)-582-1031 to set up an appointment at our Fort Lauderdale or Orlando showrooms.
PAYMENTS & POLICIES
What are the terms of payment?
A deposit of 50% is required to reserve all items. The remaining amount due must be paid at least five business days before linens leave our warehouse.
We accept all major credit cards. We are unable to accept cash or checks.
What is your cancellation policy?
Cancellations or adjustments may be made two business days prior to your order leaving our warehouse.
Cancellations made less than two business days before leaving our warehouse will be charged a 25% restocking fee.
Custom linen orders are non-refundable.
Do I still have to pay for unused linens?
Yes.
You’re responsible for all items once they leave our warehouse, even if you haven’t used them. That’s because we won’t be able to rent them to other clients if you’ve got them in your possession. But, an extra linen could be a good thing because then you can invite a few more guests!
What are the shipping costs?
We ship through UPS ground shipping. We’ll include the round-trip shipping rate on your rental quote.
Shipping rates are based on volume and destination.
Need your linens fast? Let us know and we can discuss expedited shipping options.
RETURNS
How do I return the linens after my event?
We make it easy to return your linens with UPS prepaid return labels which come attached to your duffle bags.
Just place linens into the Over The Top black duffle bags that were sent with your order and make sure UPS can access them on pickup.
To schedule a pick-up, contact UPS at l-800-742-5877 with your tracking number in hand and they can schedule a pick-up of the duffle bags. You may also drop the bags at a UPS location if you like. No later than two business days after your event. (www.theupsstore.com/tools/find-a-store.)
How do I pack and return linens after my event?
We make returns as easy as possible. Just shake them out to remove food, crumbs, etc., and place the linens in the black Over The Top return duffle bag.
If linens are wet, please let them air-dry before placing them in the duffle bag so they do not mildew. If you need extra time to allow linens to dry, please let us know.
What if I received stained or damaged linens?
Before shipment, each linen passes through a quality control test, so it’s unlikely that you’ll receive a stained or damaged linen.
If you do, call our office at (800)-582-1031 and let us know immediately if your linens arrive damaged or stained. We’ll do everything we can to replace them before the event or offer a credit.
Unfortunately, we can’t offer credit or reimbursement for linens that arrived damaged if we don’t find out until after the event.
May I return multiple orders together in one shipment?
We make it easy to return your orders separately with prepaid UPS labels and Over The Top duffle bags, so there’s no need to send them in one shipment. Plus, the shipment fees are included on your invoice.
Just pack bags evenly and distribute the product among the duffle bags. That’s what they are for!
Should I wash or dry clean the linens before I send them back?
Please no!
Great news: Linen laundering is already included in your rental rate since we know things can get a little messy at parties and events.
We take care of each of our products in particular ways, since laundering velvet, sequins, and fashionable fabrics all require a different approach. Just ship back the linens post-party, and we’ll launder.
What if a linen was damaged during my event?
We’ve seen it all and we know that spills and snags happen. Food and wine stains are common, and they are no match for our thorough cleaning procedures.
If a linen is truly beyond repair, or simply cannot be laundered, we will assess a replacement fee. This could include cuts, tears, burns, wax, mildew, etc.
If you’re worried that linens may get damaged, consider taking the damage waiver with your contract.
What if I lose my UPS return label?
If you lose your return UPS labels, give us a call at (800)-582-1031.
What if I lose the shipping duffel bags?
Give us a call at (800)-582-1031 and we’ll explain how to return the linens.
There will be a $195 replacement charge per missing bag.
What if I do not return my order on time?
Give us a call at (800)-582-1031 and let us know.
Orders that are returned late are subject to additional fees.
Whatever happens, don’t panic! Enjoy your event. Afterward, we’ll work together to make sure everything gets squared away.