# FAQ - Frequently Asked Questions > Current live-source Markdown companion; consult the canonical page if this snapshot becomes stale. Canonical URL: https://scratchandrent.com/faq-about/ Live source captured: 2026-09-16T17:51:43.198126+00:00 Status: synchronized from current live public source; no identified owner-rule drift This local candidate is not deployed. The canonical live page controls if it changes after the capture time. ## Captured page content What Makes Scratch & Rent Different Scratch & Rent offers practical online rentals for events, projects, gatherings, and everyday needs. Our inventory includes items with a range of styles and ages, including newer, vintage, and intentionally mismatched pieces. Every rental is inspected between reservations and is expected to be fully functional for its intended purpose. Product descriptions and photos help customers choose items that fit their needs. Most rentals are handled through scheduled self-service pickup and return. Scheduled delivery may be available for eligible rentals and service areas when offered, selected, quoted, or confirmed. Scratch & Rent does not operate a walk-in retail storefront. Visit [How It Works](https://scratchandrent.com/llms/pages/how-it-works.md) for the current process. Review the frequently asked questions below. If you are ready to browse, explore our [full rental catalog](https://scratchandrent.com/llms/pages/shop.md), [event equipment rentals](https://scratchandrent.com/llms/pages/event-equipment.md), [table and chair rentals](https://scratchandrent.com/llms/pages/tables-and-chairs.md), or [concession equipment rentals](https://scratchandrent.com/llms/pages/concessions.md). ## FAQ - Frequently Asked Questions ## Are there cleaning fees? 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. ## Can I cancel or change my reservation? 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](https://scratchandrent.com/llms/pages/refund-and-cancellation-policy.md) for details. ## Can I extend my rental period? 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. ## Do you offer delivery? 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. ## Do you provide carpet cleaner solution for your Carpet machine rentals? We offer a couple different types of carpet machine cleaners and enzymes. You can find them as an add-on item during checkout. ## How do I contact you? Call or text [865-420-7368](tel:+18654207368), email [support@scratchandrent.com](mailto:support@scratchandrent.com), or use the [Contact page](https://scratchandrent.com/llms/pages/contact.md). ## How does the self-service pickup work? 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. ## How much does the Rental Protection Plan cost? The Rental Protection Plan costs 10% of the rental-product subtotal only, with no minimum fee. This covers up to $250 in qualifying damage; see the full Rental Protection Plan for coverage and exclusions. ## In what condition must these items be returned? 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. ## Is delivery available? 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. ## What areas do you serve? 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. ## What condition are these items in before renting? 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. ## What do I need to complete before pickup? 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. ## What does the Rental Protection Plan include? 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. ## What ID is accepted? 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. ## What if I am having trouble navigating your site or completing my order? 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. ## What if I have leftover consumable items like popcorn bags? 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.) ## What if I miss my pickup window? 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. ## What if something is damaged or missing? 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.](https://scratchandrent.com/llms/pages/rental-protection-plan.md) ## What is NOT covered by the rental protection plan? 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. ## What is the cleaning policy for concessions items? 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. ## What is the Rental Protection Plan (RPP)? 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](https://scratchandrent.com/llms/pages/rental-protection-plan.md). ## Where is the pickup location? 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. ## How are rentals priced? Is it hourly or daily? Rental charges use the applicable daily pricing, with a one-billable-day minimum charge. This is separate from the scheduled rental window: paying for one billable day does not create a mandatory 24-hour possession period. ## How does scheduled self-service pickup work? 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. ## What happens after I place an order? Do I just show up? 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. ## What kind of vehicle is appropriate for my rental? 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. ## Why am I paying for a full day if I only need it for a few hours? A one-billable-day minimum charge applies even if you need an item for only a few hours. The scheduled rental window is when you may possess the equipment; billable duration is how rental charges are calculated. Paying for one billable day does not extend possession until 24 hours after pickup. Return the item at the confirmed scheduled return time. Items returned early are still charged for the applicable billable duration. ## Why do you need my ID and a selfie? 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](https://scratchandrent.com/llms/pages/privacy-policy.md). ## What is the Rental Protection Plan, and do I actually need it? 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](https://scratchandrent.com/llms/pages/rental-protection-plan.md). ## Who is responsible for loading and transporting pickup orders? 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. ## Why do I have to pay the full amount upfront? 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. ## Do I need to clean items before returning them? 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. ## How far in advance should I book? For the best selection, we recommend booking roughly one week in advance, especially for popular dates. Short-notice future bookings may be accepted when the date is offered online and Scratch & Rent has fulfillment capacity. Same-day online booking is not available; same-day requests require a phone call and manual approval. ## What happens if I don’t complete the contract or ID verification? Required contracts, paperwork, and verification should be completed immediately after order confirmation and must be completed no later than 12 hours after confirmation or before scheduled fulfillment, whichever comes first. Failure to complete them may result in cancellation. If a first verification attempt fails, Scratch & Rent may issue a replacement package. The replacement package must be completed within 12 hours of receipt. The reservation is cancelled if that package is not completed within 12 hours of receipt or if the second verification attempt fails. ## What happens if I return items late? Customers must return rental items at the confirmed scheduled return time. A one-hour grace period applies. After the grace period, late charges are calculated at (the daily rental rate ÷ 24) × 2 per chargeable late hour. Chargeable late duration is rounded down to the nearest 15-minute interval. An extension must be requested separately, depends on availability, and may incur additional normal rental charges. Contact Scratch & Rent as soon as possible if a delay occurs. ## What if I book something and then realize I picked the wrong item? 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](tel:+18654207368), email [support@scratchandrent.com](mailto:support@scratchandrent.com), or use the [Contact page](https://scratchandrent.com/llms/pages/contact.md). ## How do your prices compare with other rental companies? 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. ## Can Scratch & Rent help me choose rental items? 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. ## What if I have to cancel my 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](https://scratchandrent.com/llms/pages/refund-and-cancellation-policy.md). ## Is online rental availability current? 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. ## Browse our Rental Categories ## Related Rental Categories [Event Setup & Party Equipment Rentals](https://scratchandrent.com/llms/pages/event-setup-equipment.md) [Food Service, Beverage & Catering Equipment Rentals](https://scratchandrent.com/llms/pages/food-service-beverage.md)