Frequently Asked Questions
Quick answers about our rentals, entertainment, and custom experiences.
Booking & Availability
We recommend booking as early as possible, especially for weddings, holidays, and busy event weekends, since popular items can book up quickly. That said, we’re always happy to help with last-minute events when availability allows. Your reservation is officially secured once we receive and confirm the $100 non-refundable deposit.
Yes. We have a $75 minimum order for all rentals. Feel free to reach out if you have questions about your event—we’re happy to help!
No. Items cannot be held without payment. A $100 non-refundable deposit is required to reserve your date and equipment.
Absolutely. One of our coordinators can visit your venue to confirm measurements and logistics. Site visits may be subject to availability and additional fees. Please contact us to discuss your event details and determine if a site visit is recommended.
Yes, you can add items to your order as long as they’re available. Additional items must be requested at least 48 hours prior to event, confirmed before your event and will require updated pricing or payment.
At this time, we only provide service within Clark County, Nevada. We’re unable to service out-of-state events. Please see our zip code list located here: https://surrealmemories.com/about
Yes, multi-day rentals may be available depending on the items and event details. Additional fees may apply. Please contact us to discuss your event timeline and availability.
If your venue or event location requires a permit for equipment delivery or setup, the Client is responsible for obtaining the permit. A copy of the permit must be provided to us at least 48 hours before the event to avoid delays or cancellation.
Cancellations & Changes
Cancellations 48+ hours before the event forfeit the $100 deposit and include a $50 fee; additional payments are refunded. Cancellations under 48 hours forfeit the deposit, cancellation fee, and delivery fee.
Yes. One date change is allowed, subject to availability. Your deposit may be applied to the new date.
If weather stops delivery before items leave us, you may reschedule or receive a refund minus the deposit. Once delivered or set up, refunds aren’t available due to weather.
To remove items, please contact us as soon as possible before your event. Item removals are subject to availability, timing, and may affect pricing or refunds as outlined in our Refund Policy and Master Rental Agreement.
No, we do not offer event cancellation insurance. We recommend clients consider purchasing event insurance through a third-party provider for added protection.
No refunds are provided for early teardown, unused rental time, or events that end sooner than scheduled.
Contact us directly. Approved refunds are processed per our Refund Policy and issued within 5–7 business days.
Delivery & Pickup
We charge a flat $100 delivery and pickup fee within Clark County, Nevada and all zip codes listed here: https://surrealmemories.com/about
At this time, we do not offer will-call or customer pickup. All rentals include delivery and pickup by our team.
After-hours delivery may be available upon request and is subject to availability and additional fees. Please contact us to discuss your event needs.
Delivery times are scheduled in advance and provided as a time window rather than an exact arrival time. A 15-minute grace period is included, and delays beyond that may result in waiting fees.
Yes, our team handles setup and teardown for rented items when included in your booking. A setup fee of $50 must be selected when booking.
Please let us know in advance if your venue has stairs or limited access. Additional labor fees may apply, and advance notice helps us plan delivery and setup smoothly.
Yes. An authorized adult (18+) must be present at pickup to sign for the return of the equipment.
Entertainment Services
DJ set lengths vary based on your event package and booking details. Most sets are booked in time blocks, and additional hours can be added if needed. Please contact us to customize the timing for your event. Most DJ bookings are 4 hours.
Yes, custom songs may be available upon request. Requests must be made in advance and are subject to approval, preparation time, and additional fees. Minimum two weeks prior to event for preparation.
Photo booths do not include an on-site attendant during the event. Our team will handle setup and breakdown and will show the client how to operate the photo booth before the event begins. However, our photobooths are very easy to operate and self sustaining
More on this later...
Yes. Microphones will be available once our entertainment packages are fully set up—coming soon! Please check back or contact us for updates.
Space requirements vary depending on the size of the band and equipment. Detailed space guidelines will be available once our live entertainment packages are finalized—coming soon!
Our DJs cover a wide range of genres and styles. A full list of specialties will be available once our DJ and entertainment packages officially launch—coming soon!
Equipment & Technical
Yes. Our photo booths are Wi-Fi enabled and also include a cellular connection, ensuring smooth operation without lag or connectivity issues.
We do not offer printers at this time. Instead, we provide a secure, link- and passcode-protected online gallery where you can view and download all photos from your event.
Yes. Our speakers will include stands and necessary cables once our entertainment packages are fully available—coming soon!
Yes. Once our DJ entertainment packages are fully set up, you’ll be able to play your own playlist, and our DJ can also mix it for your event.
We will be offering one standard dance floor size. Full details and dimensions will be available when this option officially launches—coming soon!
Not at this time. Generators will be available once our entertainment packages are fully set up—coming soon!
Yes. When booking our entertainment packages (once available), a team member will be onsite to monitor equipment and assist as needed during your event.
Insurance & Damage
Yes. Surreal Memories LLC is fully insured for event rentals and services.
Once equipment is delivered, the Client is responsible for it until pickup. If an item is damaged beyond normal wear and tear, repair or replacement costs may apply as outlined in our Master Rental Agreement.
At this time, we do not offer damage waivers. Clients are responsible for damage, loss, or theft as outlined in our Master Rental Agreement.
Once we offer centerpieces that contain glass, a $75 security deposit will be required in addition to the standard $100 reservation deposit.
Clients are responsible for obtaining any required permits or approvals for tents or equipment placement. We’re happy to provide details about the equipment to help with the permit process if needed.
Once equipment is delivered, the Client is responsible for it until pickup. In the event of theft, the Client may be responsible for the replacement cost as outlined in our Master Rental Agreement.
Yes. A certificate of insurance naming your venue as additional insured can be provided upon request. Please let us know your venue’s requirements in advance so we can arrange it.
Payments & Deposits
We accept all major credit cards and debit cards.
Yes. A $100 non-refundable deposit is required to reserve your event date and equipment.
At this time, we do not offer payment plans. Full payment is required according to the timeline outlined in your booking agreement.
es. Sales tax, delivery fees, and setup fees (if included) are automatically calculated and shown on the booking page before you complete your reservation.
A security deposit is not required for most rentals. If your order includes items with glass (such as centerpieces, once available), an additional $75 security deposit will apply on top of the standard $100 reservation deposit.
No. Full payment must be completed at least 48 hours before the event to confirm your booking.
No. We do not charge additional card processing fees.
Setup & Breakdown
Photo booth setup typically takes about 20 minutes. Setup time for tables and chairs depends on the quantity ordered and event layout.
No. Our team handles teardown and pickup. A $50 setup and teardown fee applies unless otherwise noted in your booking.
Power requirements vary depending on the lighting setup. Most lighting can be powered by a standard electrical outlet. Once our lighting services are available, we’ll confirm exact power needs based on your equipment and event details.
Yes. We’re happy to coordinate directly with your venue regarding delivery, setup, access, and timing. Just provide us with their contact information, and we’ll handle the communication to help your event run smoothly.
Yes. Extension cords and gaff tape are provided as needed with applicable rentals.
Yes. Our setup staff typically wear uniforms, unless you prefer our team to be dressed to match your event or occasion.
We’ll do our best to accommodate small changes onsite when possible. Larger layout changes may not be guaranteed and could result in additional labor fees or delays.