Before you book
Rental Questions, Answered
Pick-ups, returns, handling and billing. If your question isn’t here, email us — we answer any day of the week.
Handling How should we pack the artwork for its return?
Never use bubble wrap The plastic melts onto the surface of the artwork and the damage cannot be reversed. This is the one rule we ask you to remember above all the others.
- Tags stay attached. Every item comes back with its original Act One Art tag still on it.
- Wall art: clean packing paper. Wrap each piece individually in clean sheets of packing paper and secure it with a short strip of tape, roughly two to four inches. Nothing longer, and nothing across the face of the work.
- Props, mobiles, 3-D models and sculptures: original packaging. These must come back in the packaging they arrived in. No exceptions.
Also printed on your runsheet — the same instructions go out with every booking, so whoever is carrying the artwork has them in hand.
Pick-up & drop-off Is it okay to be late for a pick-up or a drop-off?
No — we have zero tolerance for lateness.
Pick-ups and drop-offs must happen at the agreed time. Please plan your runs around the appointment rather than the other way round; every slot is booked against somebody else’s production.
Arriving late without notice is treated more seriously than arriving late. Where a pick-up or drop-off is missed and no advance warning has been given, Act One Art may cancel the order at its discretion, and the usual cancellation terms may apply.
A text twenty minutes before you arrive is all it takes to avoid this — and it is required for every pick-up and drop-off in any case.
Pick-up & drop-off Can I send a 3-ton or 5-ton truck to pick up or drop off the artwork?
No. Panel vans, or smaller vehicles, only. Our Toronto location is a residential address, and city and condo by-laws mean anything larger than a panel van will be turned away at the entrance.
Handling Can I add or replace existing glass with non-glare glass?
Yes, as long as you return the original piece of glass with the artwork.
Rental terms How do weekly rentals work?
- Pickup MondayMust be returned the following Monday, before 12:00pm.
- Pickup WednesdayMust be returned the following Wednesday, before 12:00pm.
- Pickup FridayMust be returned the following Friday, before 12:00pm.
If artwork is not returned before 12:00pm on the day your order is due, you will be charged for an additional one week’s rental.
Please note — we do not rent for a period of less than one week.
Pick-up & drop-off How far in advance must I schedule an appointment?
We require appointments to be booked a minimum of 24 hours in advance, and a text twenty minutes before you arrive on the day.
Pick-up & drop-off You only collect on Monday, Wednesday and Friday — can I still reach you the rest of the week?
Any day. Those three mornings are when artwork physically moves — they are not our opening hours. We take bookings and answer questions seven days a week.
So if you need something for Wednesday morning and it is Tuesday afternoon, get in touch. You will not be left stranded waiting for a collection day.
Rental terms Can I “try out” the artwork before renting it?
We are sorry, however, due to high demand, we do not offer “try outs.”
Every artwork page carries photographs of each piece with its exact measurements, and a printable runsheet, so you can plan the wall before you book.
Orders & billing What happens if I cancel an order after confirmation?
Confirmed orders which are cancelled after being pulled and packed are subject to a 25% cancellation fee on the order total.
Orders & billing How do I pay?
By cheque only, made payable to Act One Art. There is no checkout and no card processing anywhere on this site.
You send a Set List as a Hold Request, we confirm what is free on your dates, and an invoice follows by email once the booking is approved.
Orders & billing How do I close my account with Act One Art?
All rentals are subject to check in. We will determine if there is any damage and invoice accordingly. Extended rental charges will accrue on missing items until your rentals are returned and all loss and damage issues are resolved. Lost or stolen artwork will be billed to production as per our discretion. Please ensure all invoices are paid in full.
Contact us should you have any questions. We’re happy to help!
Talk to a human
Still need a hand?
Tell us the dates and the room you’re dressing and we’ll tell you what’s free. No checkout, no card — you send a Set List, we invoice after.