Forms & FAQs
Frequently Asked Questions
How do I open up an account and rent props?
Step 1. Fill out our New Account Application form with your production company info.
Step 2. Once a $2,000 security deposit has been secured, please deliver it to our accounting department. We accept cheque, cash, direct deposits, e-transfers or wire transfers.
Step 3. Sign up on our website so you can view and track your rentals.
Step 4. You can now start pulling rental items for your show.
How do weekly rentals work?
Most props are rented on a weekly basis(*). The rental period begins on the day of pick up and continues for seven days. We allow you one extra “grace” day to return your props.
For example, if you were to pick up your order on a Tuesday, your props would be due back on the following Monday. The following Tuesday would be considered your “grace” day. If the props were not returned by 5 p.m. on Tuesday, you would then be charged for an additional week.
One day rentals
*Certain select props are rented on a daily basis. In this case, we allow you a day of “travel” before the actual rental day, the rental day or day that the prop “plays”, followed by another day of “travel” for the return. All one day rentals in our warehouse are marked with a ONE DAY RENTAL tag, as well as noted on those item pages on our website.
Do you give discounts to long term/run of show rentals?
Yes, we do but this needs to be arranged before the rental leaves the warehouse. Please don't call the accounting department after the fact to request a long-term rental price.
Productions longer than 10 weeks, if stated prior to initial rental pick up, may negotiate a further discount.
A completed purchase order, or a valid purchase order number may be required for certain accounts, or on individual orders.
What forms of payment do you accept?
We accept cheques, cash, or e-transfers. Unfortunately, at this time we are unable to accept credit cards.
Invoices not paid within thirty (30) days will be subject to a 1.5% late fee for each month the invoice is outstanding.
Do you have a minimum order policy?
Yes, there is a minimum order amount of $75.00 CND.
How many items can I put on hold?
We kindly request that you be reasonable and only pull items you feel confident you will end up renting. You can have them on hold for 48 hours, beyond this, you will be charged a full rental rate of one week.
Can I take out show and tell items?
Yes, a maximum of 10 items may be taken out for show and tell or spec for 24 hours. Items not returned within this 24-hour period will be billed in full for a period of one (1) week.
I can’t make it into the shop, can you pull items for me?
Due to limited resources we are not able to pull orders for our clients.
What about Reserved or Cancelled Orders?
A 25% restocking fee (handling charge) will be assessed if an order is cancelled after it has been pulled, photographed and placed in the shipping dock for pick-up.
Do you own the clearances on your items?
No. They will need to be cleared with your clearance department.
Are all of your props online?
No, only about 10% of our stock is on-line. Whatever is not online can be viewed in person. Come visit us!
What is the rental period?
All rentals and charges are for a period of one (1) week [seven (7) days]. The day the items are picked up is the first day of the rental. At the end of the seventh day, we allow you one extra “grace” day to return your props.
For instance, if you were to pick up your order on a Tuesday, your props would be due back on the following Monday. The following Tuesday would be considered your “grace” day. If the props were not returned by 5 p.m. on Tuesday, you would then be charged for an additional week. Additional weeks are billed at the rate of 50% of the first week rental.
Can I paint or modify the props?
NO! Not unless given explicit permission from the manager.
One of the props broke on set, what do I do?
Contact our Returns Department about the prop. They will advise you about your options to repair, replace, and rebuy. We do charge for damaged and lost props.
How do I know if I returned everything?
Go to your Empire account and check to see the status of your orders. Please allow for a restocking period of 48 hours before it will be reflected on your account.
How do I close out my account?
If all items are returned with no loss or damage, and all invoices have been paid in full, we will return your deposit and close the account. If you do have lost or damaged items an L&D (loss and damage) invoice will be issued. Once that is paid along with all other outstanding invoices, we will be able to release your deposit cheque and close the account. Our returns and accounting department will need 48 hours turnaround from the time the last rental item has been returned before they can release the damage deposit cheque.
Any more questions?
Just give us a call at (604) 336-2887 or contact us.