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.

Contact us as soon as possible. Rental totals under $250 are eligible for a full refund when canceled at least 36 hours before the scheduled pickup or delivery time; rental totals of $250 or more require at least 7 days’ notice. Later cancellations may be eligible for store credit under the applicable reservation terms. See the Refund & Cancellation Policy for details.

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.

Scheduled delivery is available for eligible rentals and service areas when offered during booking. Availability depends on the rental type, location, schedule, and operational capacity. Scheduled self-service pickup at the confirmed pickup location remains available according to the reservation options shown.

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

Call or text 865-420-7368, email support@scratchandrent.com, or use the Contact page.

After a reservation is confirmed and required verification is complete, pickup customers receive the confirmed pickup location, access instructions, scheduled window, and return instructions. Scratch & Rent does not operate a walk-in retail storefront, and customers should arrive only during the confirmed pickup or return window.

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, which is the same condition in which the items were received. Cleaning charges may apply to items returned dirty, and repeated noncompliance may affect future rental eligibility.

Scratch & Rent provides practical, self-service rentals. Most orders are completed through scheduled pickup and return, with scheduled delivery available only for eligible orders when offered, selected, quoted, or confirmed.

Delivery is available only for eligible rentals and service areas when offered during booking. Availability depends on the rental type, location, schedule, and operational capacity. If delivery is not offered for a reservation, scheduled self-service pickup may be available.

Customers from East Tennessee, the Smokies, and surrounding areas may reserve rentals when they can use an available fulfillment option. Scheduled self-service pickup details are provided with confirmed reservations. Delivery is available only in eligible service areas shown or confirmed during booking; a listed community is not a guarantee of delivery availability.

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.

Before scheduled pickup, complete the online reservation and payment, rental agreement, and any required photo ID and selfie verification. Once the reservation is confirmed, Scratch & Rent provides the confirmed pickup location, access details, and return instructions.

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 Scratch & Rent as soon as possible if you cannot make the scheduled pickup window. We will try to accommodate a change when operationally possible, but additional fees, delays, or the applicable no-show and cancellation terms may apply.

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.

The Rental Protection Plan is an optional limited damage waiver covering qualifying accidental damage up to the plan limit. It is not insurance. The current cost, limit, exclusions, and return requirements are listed on the Rental Protection Plan page.

The confirmed pickup location depends on the rental. Exact pickup, access, and return instructions are provided only after reservation confirmation and verification and should be used only during the confirmed pickup or return window. Scratch & Rent does not operate a walk-in retail storefront.

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

Self-service pickup instructions are provided after reservation confirmation and verification. Instructions may include the confirmed pickup location, access details, timing, and return instructions.

Please follow the confirmed instructions and bring loading help when needed.

After ordering, complete the rental agreement and required documents, including photo ID and selfie verification, within the stated timeframe. Once the reservation is verified, pickup customers receive the confirmed pickup location, access details, and return instructions. Delivery customers receive or confirm the applicable delivery window and location details. Watch your email and, if you opted in, rental-related text messages for updates.

Review the product dimensions before booking and confirm that your vehicle has enough space and load capacity for the rental items.

For self-service pickup orders, customers are responsible for safely loading, securing, transporting, and returning items. Please bring help if your order includes large, heavy, or bulky items.

Rental pricing is based on a full-day reservation period, even if you plan to use an item for only a few hours. The full period provides flexibility for scheduled fulfillment, use, cleanup, and return or collection.

Items may be returned early, but the full-day rate still applies.

Because reservations may be fulfilled without a retail counter, Scratch & Rent uses a photo ID and selfie to confirm the renter’s identity, help prevent fraud, protect accounts, and administer the rental. These materials may be used for those legitimate rental-related purposes as described in the Privacy Policy.

The Rental Protection Plan is an optional limited damage waiver that covers qualifying accidental damage up to the plan limit. It is not insurance. Whether to purchase it is up to you; review the current cost, limit, exclusions, and requirements on the Rental Protection Plan page.

For self-service pickup orders, customers are responsible for loading, securing, transporting, and returning rental items. Please bring help if your order includes large, heavy, or bulky items.

If scheduled delivery is selected, quoted, or confirmed for the order, follow the delivery and return instructions provided for that order. Delivery does not include setup or indoor placement unless specifically included in the confirmed order.

Full payment confirms your reservation and removes the selected inventory from availability for other customers during those dates.

Paying at checkout secures the items for the full rental period.

Yes. Items should be returned in the same condition in which they were received.

Most dinnerware and similar items are provided in polish-ready condition. They are clean but may have minor water spots, so additional polishing may be desired before use. Return them in the same condition.

Cleaning fees may apply when items are returned dirty. Scratch & Rent is designed for practical, self-service rentals rather than full-service setup, cleaning, or event support.

For the best selection, we recommend booking at least one week in advance, especially for popular dates.

Reservations may be accepted as late as 36 hours before the rental when inventory, scheduling, and preparation time allow.

Your order is not considered verified until the required contract and identity-verification steps are complete.

If the signed documents and verification are not received within 24 hours of booking, the reservation may be canceled so the items can be made available again. Complete these steps promptly to avoid delays or cancellation.

A one-hour grace period applies to returns. After that period, late returns are charged at double the daily rate, prorated hourly or for any portion of an hour.

If a rental is not returned within a reasonable timeframe, it may be treated as unreturned property and additional financial or legal action may be taken. Follow the confirmed return deadline or contact Scratch & Rent as soon as possible if a delay occurs.

Let us know as soon as possible and we will try to correct the reservation when inventory and timing allow. Call or text 865-420-7368, email support@scratchandrent.com, or use the Contact page.

Pricing varies by item, rental period, and included services. Scratch & Rent focuses on practical self-service rentals rather than claiming to be the lowest-priced option for every item.

When comparing rentals, review the item details, reservation period, available fulfillment options, and any included services.

Scratch & Rent does not provide full-service event planning, but combination packages can provide a useful starting point and show which items work well together.

Please review product details, dimensions, rental dates, pickup or delivery instructions, and return requirements. Contact us if you have questions about a specific item or reservation.

For rental totals under $250, cancellations made at least 36 hours before the scheduled pickup or delivery time are eligible for a full refund. Rental totals of $250 or more require at least 7 days’ notice for a full refund. Later cancellations may be eligible for store credit instead of a refund under the applicable reservation terms; store credit is not guaranteed for a no-show or other stated exclusion. See the Refund & Cancellation Policy.

Availability shown for selected dates reflects the inventory currently available to reserve. You can reserve only the quantity available for those dates.

Once a reservation is completed, the selected quantity is held for that reservation period.