HOME
MY WISH LIST
 
 
 
 

FREQUENTLY ASKED QUESTIONS

If you do not see your question answered below or you need additional information, please feel free to contact us via phone or email.

ORDER PLACEMENT
How much do your rental linens cost?
Our pricing is is determined by the size and fabric of each linen or accessory. We encourage you to consult with our professional sales staff to obtain a full quote for your event. Our consultants are available Monday-Friday from 9:00AM until 5:00PM PST. Pricing inquiries are welcome by phone, fax, or email.

Please note that all rental prices are subject to the taxes applicable in the state to which your linen order is shipped.

Does your pricing include shipping costs?
Shipping costs are charged in addition to the actual rental costs, based on FedEx Express Saver (3-day) shipping or UPS Ground, provided that your order is shipped within the continental United States and confirmed at least five business days prior to the delivery date. Expedited shipping services are available upon request. A handling charge will be applied to all mailed packages using a commercial shipper. Please consult one of our professional sales staff for international shipping information.

Delivery charges apply for linens delivered by Napa Valley Linens trucks or messenger service, which is available to the San Francisco Bay Area. Please call our sales office to determine the delivery fee for your location.

Shipping, handling and delivery charges are included on the final invoice.

How do I place an order?
You may place an order by phone, fax, or email. Our order form can be found here. Phone: 510-788-4551
Fax: 510-788-4238
Email: nvloffice@nvlinens.com

Once we receive your request, we will send you a preliminary Purchase Order to reserve your linens. We make every effort to ensure that your requests are accurately represented in the preliminary PO; however, it is ultimately your obligation to ensure that the preliminary order you receive is correct. Please review your preliminary PO closely and and once you receive it, please sign and fax it back to 510-788-4328. In order to finalize your rental order, we require a 50% deposit for the linen rental. You can pay by check or credit card (we accept American Express, Mastercard, and Visa).

Is there a minimum amount to place an order?
We do not have a minimum order! We are happy to work with you on an order of any size.

How do I confirm an order?
To confirm an order and place linens on hold, we require a 50% deposit to be made by credit card or check. This 50% deposit is nonrefundable.

 
CUSTOM ORDERS
What is your custom order policy?
We purchase fabrics from the US textile market as well as textile markets in Asia, India, and Europe so that we can have access to fabrics that are not commonly available. We look forward to providing our clients with unique linens that are designed specifically for your event. We require an appropriate lead time for all custom orders. For specific terms and conditions, please consult with our professional sales staff, who will gladly help you with any questions you might have!

Can I cancel or make reductions to my custom order?
Because we order fabric specifically for each custom order, all cancellations and reductions are subject to a full custom rental fee once the custom order is confirmed.
 
PAYMENT POLICIES
What are your payment policies?
We accept deposits and payments by cash, check, or credit card (American Express, Visa, or MasterCard). A $25 fee is applied for returned checks. Customers must indicate the final linen count 10 days prior to the event date at which time a final invoice with the balance due will be provided. Full payment is due prior to delivery or shipment.

All orders require a valid credit card authorization on file, including orders paid for by check.

What is your deposit policy?
We require a 50% nonrefundable deposit to reserve the linens for the dates indicated in your contract. This payment can be paid by check or credit card.

If the initial payment is made by check, we do still require a valid credit card to be put on file.

Do I have to pay for linens I don't use?
We charge the full rental price on every linen in a completed order. If the order has been cancelled or partially cancelled before shipment or delivery, cancellation fees may apply.

Although it is an additional expense, most of our customers believe that it is good strategy to order a small amount of extra linen in case of last minute additions or unexpected accidents on site that render some linen unusable.
 
CANCELLATION/RETURN POLICIES
What is your change/cancellation policy?
Additions to an order may be made at any time, but additional charges may apply if expedited shipping is required. Reductions to or cancellation of the final count (i.e. less than 10 business days prior to the event) are subject to a charge equal to 50% of the full rental fee. Reductions or cancellations within 48 hours of the shipment date are subject to the full rental fee (excluding shipping charges).

Custom orders that are cancelled or reduced are subject to the full custom rental fee.
 
DELIVERY, RETURNS & SHIPPING
What parts of the country do you ship to?
We deliver to the San Francisco Bay Area and ship nationwide.

When will my order ship and when can I expect to receive it?
If your linens are delivered by a Napa Valley truck or a messenger, delivery will take place by the date and time indicated on your Rental Contract. If your linens are delivered through a shipping service such as FedEx or UPS, we ship by the shipping date and time indicated on your Rental Contract. Shipments usually arrive at your shipping address two days prior to your event.

How does the return process work?
If your linens are delivered or picked up by a Napa Valley truck or a messenger, delivery and pick up will take place by the dates and times indicated in your Rental Contract.

If your linens are delivered or picked up using a shipping service such as FedEx or UPS, you are required to return the linens using the same method you received them on the first business day after your event.

All linens should be returned dry to avoid mold damage. Make sure to remove any food or floral debris. Never place used linens in plastic bags - please use the laundry bags provided with your order. Have the linen properly counted and packaged. Use the return labels and forms provided with your shipment and call the shipper to schedule the pick up or drop the linens at the nearest FedEx or UPS office.

We open and inspect all linen when returned, and damaged items are subject to additional charges at their replacement cost.

May I combine different orders in the same return package?
We ask that clients do not combine different linen orders in the same return package, as it is very difficult to reconcile which linen should be applied to which order when it is being checked in. If our Return Service Department is unable to apply returned items to the original orders shipped, you may end up being billed for the discrepancies.

How do I handle damp or wet linens after an event?
If some linens have become damp or wet during an event, please let the cloths air-dry before you pack them in the return bags. This will help avoid mildew and other damage to the table linen, which could result in additional charges.

What happens if my linens are not returned on time?
Linens that are not returned back by the due date accrue a late return charge equal to 25% of the rental charge per day. If your linens are picked up by a Napa Valley truck or a messenger, pick up will take place at the dates and times indicated in your Rental Contract. Any delay to the date and time of pick up that you have not requested is our responsibility and you do not incur any late charge. If your linens are picked up through a shipping service such as FedEx or UPS, linens must be sent back on the first business day following the event. The shipper’s date/time stamp will be used as the reference to determine whether you are responsible for late return, so that you never incur any charge due to the shipper’s operations.
 
DAMAGE OR LOSS
What happens if linens are lost or damaged?
We count and inspect all linen at the time of pick up or as soon as the linens are returned by the shipper. We charge the replacement cost of all missing or damaged beyond recovery items. Damages include but are not limited to: burns, tears, bleach, mold, excessive wax from candles, or anything that results in permanent damage to a linen. All damaged linens remain the property of NV Linens. Those charges are in addition to the original rental charges and billed separately.

How are replacement fees calculated?
Replacement cost is the cost to Napa Valley Linens to physically replace the item, not the item retail sale price. Consequently, damaged linens must be returned to Napa Valley Linens and do not become your property after payment of the replacement cost fees.

Replacement is usually 3 times the rental cost of the linens, chair covers, chair ties, chair backs or napkins. However, replacement cost may be higher, based on the actual cost of the fabric.
 
MISCELLANEOUS QUESTIONS
What size linen do I need?
Our table chart will help you determine which linen size is right for your table. You can also call us at (510) 788-4551 and our professional sales staff will gladly help you. We can also make custom size linens for your event upon request. Please see the Custom Orders section for more.

How can I get design help if you do not have a representative in my area?
If you have already selected a designer to help you with your event, we will gladly coordinate with them to select the perfect linens for your event. We also work with many trade professionals, event sites, event planners, florists, and caterers across the nation. Call us at 510-788-4551 and we will be happy to recommend a trade professional to best suit your needs!

Do you provide sample linens for a mock-up table?
Yes! It’s a great idea to see how all of your elements come together on your table. We are happy to provide only charge shipping and handling costs. We request that you return the linens on loan within 7 days of receiving them. Sample linens that are returned used or are kept beyond 7 days will be charged as a rental. Sample linens that are not returned within 21 days will be charged the full replacement cost of the linen.

Do you have a catalog, swatch book, or samples I can order?
Our full linen collection is viewable through our website, our showroom, and our swatch collection. Our full swatch collection is available for $150.00 and contains all the swatches from our current collection.
 
 
1315 63rd Street, Emeryville, CA 94608 Phone: 510.788.4551 Fax: 510.788.4238 info@nvlinens.com