FAQ - Frequently Asked Questions

Rentals are expected to be cleaned and returned in the same condition (excluding normal wear and tear) Rentals requiring cleaning will incur additional charges. The Rental Protection Plan does NOT cover cleaning fees.

Depends on availability, Message us at 865-420-7368 if you need to extend your reservation and we will try to accommodate. Additional charges and/or fees will apply.

No, we do not currently offer delivery. All of our rentals are self-service pickup only. You may need help loading and securing your rentals for transport. We do not assist with pickups beyond providing secure access at your scheduled pickup time.

We offer a couple different types of carpet machine cleaners and enzymes. You can find them as an add-on item during checkout.

The Rental Protection Plan costs 10% of rental fees, with a $10 minimum. This covers up to $250 in qualifying damage.

All dinnerware must be returned in nearly-ready condition. This is the same condition in which the items were received. Cleaning charges in excess of rental price will be charged for any items returned dirty and your rental account may be blocked.

We are a Do It Yourself rental company.

We serve DIYers, businesses and organizations that need rental items but do not need full service, cleaning and setup.

We do not currently offer delivery. Self-pickup is timed for your schedule and availability. No need to wait for a delivery.

We Serve East Tennessee and the Smokies area in Sevier county. Our pickup locations are in Pigeon Forge. The main areas that are convenient to pickup our rentals from include Sevierville, Pigeon Forge and Gatlinburg. Other locations that are relatively close include: Seymour, Dandridge, Kodak, Pittman Center, New Center, Knoxville, Townsend, Maryville, Newport, Cherokee, NC and a few others.

All flatware, plate ware, glasses etc are rented in “nearly-ready” condition. What does this mean? Dinnerware rentals will be clean, but not polished. There may be water marks and further polishing may be necessary.

You will need to complete:

1. Online booking with full payment

2. Sign and initial contract / damage waiver (if applicable)

3 . Submit proper photo ID and selfie (when signing contract)

Once verified your reservation will be confirmed and you will be sent pickup instructions with location and access code to your pickup facility.

The rental protection plan covers damages to rental items up to $250. This includes things like broken glasses, dents, scratches or other physical damage. Any damaged items must be returned to qualify for the damage protection. Missing items will be considered a non-return and will be charged full retail value of missing items as well as a $10 restocking fee.

Government issued PHOTO ID is required to complete your rental reservation. This can include Driver’s license, State ID, Passport or Military ID. Photo and signature on ID must match selfie and signature collected when completing your contract.

We are constantly updating our website for easier usage and accessibility. If you are having any issues using our site please Call/text (865) 420-7368 or email support@scratchandrent.com and we’ll help get things sorted.

All consumable items are property of the renter at the time of receipt. Any leftover items may be returned with the rental unit or can be kept by the renter, Any dispensing units must be returned as well (i.e. sno-cone syrup dispensers.)

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Contact us as soon as possible to let us know if you cannot make your scheduled pickup time. We will do our best to accommodate a change in schedule. Additional fees or pickup delays even beyond your late arrival may occur.

Rentals are the responsibility of the renter. We do offer a Rental Protection Plan damage waiver that coves most damage that might reasonably occur. Find out more here.

Missing items: Missing items will be charged full retail replacement value plus a $10 restocking fee. Any damaged items must be returned to qualify.

Uncleaned or improperly packed rental returns are not covered. Rental items requiring cleaning or extra repacking will be charged a fee accordingly.

Intentional vandalism or damage. is not covered.

All concessions rentals must be returned in cleaned condition. Any items returned not cleaned will incur a cleaning fee that could be in excess of the total rental amount and may result in termination of your rental account. Cleaning is not covered by Rental Protection Plan.

Our current pickup locations are in Pigeon Forge. Actual location will vary depending on rental type and quantity. Actual location will be sent 24 hours before your scheduled pickup.

All rentals are a flat daily rate, with a minimum of one day.

We use a network of local businesses and storage locations for pickups, depending on the type and size of your rental.

You’ll receive detailed pickup instructions after your contract is verified — including the exact location, access codes, and anything else you need to get in and out without confusion.

Rentals are fully self-service, so yes, you will be picking up on your own with no staff on-site. That’s by design.

Bring help if you need it. This is DIY.

There are a couple quick steps before pickup — nothing crazy, but don’t skip them.

After you place your order, you’ll get an email with links to your rental contract and required documents. You’ll need to complete those (including a photo ID and selfie) within 24 hours or you risk losing your reservation.

It’s all handled in one streamlined flow, so it doesn’t take long.

Once everything is submitted and verified, you’ll get a confirmation by email or text. After that, we’ll send your pickup details — exact location, access codes, and everything you need to grab your rental without any guesswork.

Check the product dimensions carefully before booking — that’s your best guide.

You’re responsible for making sure your vehicle can handle what you’re picking up and for loading it safely. Some items simply won’t fit in certain vehicles.

That said, a lot of our rentals can fit in a typical sedan — it just depends on the item.

You might want to leave the motorcycle at home though.

You’re getting the full 24 hours of use. Most people end up needing the flexibility anyway — events run long, pickup timing shifts, cleanup takes longer than expected.

You’re always welcome to return items early, but the full-day pricing gives you some built-in wiggle room so you’re not rushing the clock.

We keep pickup and drop-off simple and hassle-free — no counter, no waiting around.

In return, we use ID and a quick selfie to verify who’s renting the equipment. It helps prevent fraud and keeps everything accountable so we can keep the process smooth for everyone.

All images are stored securely and used solely for verification purposes.

You get easy access — we just make sure it’s going to the right person.

We are a Do-It-Yourself rental service. We provide the equipment and the access and you handle the transport and loading.

Pickup locations do not have staff on-site, so plan accordingly and bring help if you need it.

The Rental Protection Plan is an optional add-on that helps cover accidental damage during normal use.

Will you need it? Who knows — gatherings and large groups of people you may or may not like never have issues… right?

If something does go wrong, having the plan can save you from paying out of pocket for repairs or replacements. If everything goes perfectly, great — you didn’t need it.

Totally up to you. It’s there for peace of mind if you want it.

We charge the full amount upfront because you’re reserving real inventory for a specific date — once it’s booked, it’s off the market for everyone else.

And since you get the full rental period (a full 24 hours), it’s a pretty straightforward trade:
you lock it in, you get full use. Seems fair, right?

Yes — items should be returned in the same condition you received them.

Most dinnerware and similar items are provided in “polish-ready” condition. That means they’re clean, but may have minor water spots. You may want to give them a quick polish before use — and we expect them back in that same condition.

If items are returned dirty, a minimum flat cleaning fee will apply, along with per-piece charges depending on the item and how much work is involved.

We’re a DIY rental company. If you’re looking for white-glove service… we ain’t it.

We recommend booking at least a week in advance if you want the best selection — inventory can get tight on popular dates.

That said, you can book as late as 36 hours before your rental. We keep that buffer so everything can be properly inspected and ready before you get to love on it.

Your order isn’t considered verified until those steps are completed.

If we don’t receive your signed documents and verification within 24 hours of booking, your reservation may be canceled so those items can be made available again.

Quick step, but an important one — don’t skip it.

There’s a 1-hour grace period built in.

After that, late returns are charged at double the daily rate, prorated hourly (or any portion of an hour).

If a rental isn’t returned within a reasonable timeframe, it may be considered unreturned property, and additional financial or legal action may be taken.

Best move: return it on time and avoid all of that.

Just let us know as soon as possible and we’ll try to correct it on our end and get you done right. Check out our Contact Us page. We aren’t always in the “office” so messaging us at 865-420-7365 is typically the quickest way to get a response.

We’re not really trying to win on being the absolute cheapest option.

What we focus on is convenience and a slightly different (some might say quirkier) rental experience. Some items may end up cheaper depending on what they are, and some might not — it just depends.

If you’re looking for the lowest possible price at all costs, we might not always be it.
If you want something easy, flexible, and a little less cookie-cutter… that’s more our lane.

We’re a DIY rental company, so we’re not doing full-on event planning for you.

That said, we do offer combo packages that can give you a solid starting point and show what works well together.

From there, use your own brain — and if you hit a wall, use ours. We’re happy to answer questions and point you in possibly too many directions… who knows.

We get it — plans change.

For rentals under $250, you can cancel up to 36 hours before your scheduled pickup for a full refund. After that, we’ll issue a store credit instead.

For rentals over $250, we ask for at least 7 days’ notice for a full refund. Inside that window, you’ll receive a store credit.

Once your items are reserved, they’re taken out of circulation for that date — they’re not sitting around waiting for someone else. You called it, it’s yours.

What you see is what’s available — no bait-and-switch.

We track inventory in real time, so you can only reserve what actually exists, is inspected, and will be ready for your selected date.

If you want 3 of something and we only have 1 available, that’s all you can book — and it’s yours.

You can have one or you can have none… but what’s showing is what’s going.