What are your hours of operation?
Our office hours are 9am to 5pm Monday to Friday.
How do I request a quote?
Is there a minimum order?
Yes, our minimum order is $250+gst including delivery and damage waiver fees Monday to Saturday and $350+gst on Sundays.
What is the hire period?
The prices shown on our website are based on a 24-hour hire period (1 day). You can hire out our products for longer. Please contact our Sales team to arrange a quote.
Is delivery, set up and pick up included in the hire price?
No. The delivery set up and pick up are an additional cost that varies depending on each individual order. The fee is determined by the items and quantities on the order, the delivery location, access, dates and times of the event and includes one staff member.
What are additional labour fees?
The additional labour fee is charged when hire items require more than one person to set up due to the size and weight of the items, difficult access etc. Rates may vary depending on the order and the amount of labour that is required for the included items.
What is the ‘Damage Waiver Fee’ and is it refundable?
The damage waiver is an industry standard of the items hired value, which is added to all orders. This damage waiver covers all costs associated with normal wear and tear to the equipment and does not cover missing or damaged items. It’s not refundable.
Can the hire items be set up outdoors?
If the hire items are required outdoors, our set up team will check the forecast for rain or strong winds and will determine if it’s safe to do so. We require an indoor alternative option in case of inclement weather.
What time will my delivery arrive?
Our operations team will call you within the week of the event and require a two hour delivery window. Any delivery that requires less than a two hour window may incur an additional fee.
Can I arrange an ‘after hours’ delivery or collection?
Yes, The Big Letter Co. is operational 7 days a week and offers a 24 hour service. Our standard delivery hours are 7am to 6pm Monday to Saturday and 9am til 5pm Sundays. If you require delivery or collection outside our normal delivery hours, you will incur an additional fee. Please speak to our sales team for a quote.
How do I confirm and pay for my quote?
Once you are happy with your quote, please accept quote online. Our sales team will then email you a booking form to complete and return. Once you submit your completed form, you’ll be issued with an invoice. A 30% deposit is required to confirm your order and the remaining balance due 7 days prior to the event. The Big Letter Co. accepts payment via bank transfer, MasterCard, Visa and Amex. Credit card surcharges apply.
Can I collect my order directly from your warehouse to save on delivery costs?
Pick up is only available on selected items including our 60cm Classic range letters and Easels. We require a completed booking form and a security bond to secure the items. The bond will be refunded after the items are returned in good working order. Full payment is required prior to pick up or upon pick up. Please ensure that you arrange to collect your order in a covered vehicle. We also require a photocopy of your driver’s license.
What is your refund policy?
If your booking is cancelled 28 days or more before the event date, The Big Letter Co. will make a full refund of any hire fees paid minus the 30% deposit paid. Bookings cancelled or item quantities reduced 27 days or less before the event date will forfeit between 50% and 100% of the total hire fee depending on the time of year. Credit may be offered to the hirer if the owner feels it’s appropriate which will be valid for 6 months from the original hire date. Bookings cancelled or item quantities reduced within 7 days of the event date will forfeit 100% of the total hire fee.
Do you service interstate?
We are a Melbourne based company however we have partners in Sydney, Queensland, Perth and Adelaide who we can recommend. They may not stock all the same items.
Do you sell the letters?
Yes, we sell wholesale light up letters in bulk and occasionally sell them in smaller quantities nationally. Contact our sales team who will be able to add you to a waitlist for smaller orders or assist further with large orders. We also sell polystyrene cut letters in Melbourne.