FAQs | Open By Surprise

EVENT FREQUENTLY ASKED QUESTIONS

DO YOU OFFER VENUE RENTAL?

At this current time we do not offer venue rental. Those choose to book Open By Surprise Event & Design will have the option to book with one of our preferred vendors.

DO YOU OFFER EVENT PACKAGES?

Open By Surprise Event & Design currently doesn’t offer event packages for booked events. Open By Surprise Events are based off the client’s budget, must have, and wants. However, we do offer exclusive pricing on custom products to potential clients that book us for full events.

DO YOU OFFER PAYMENT PLANS FOR EVENTS?

YES! Open By Surprise Event & Design does offer payment plans for booked and eligible events. We recommend booking at least 3 months in advance to avoid paying full balance for events booked less then 3 months.

DO YOU CHARGE FOR CONSULTATIONS?

We currently offer 30 minute in-person or on call consultation. Consultation fee goes towards the event service if potential client(s) wish to proceed on with oDOEr service. If the potential client(s) wishes not to proceed on with our services, the consultation fee (retainer) is non-refundable.

WHAT IS YOUR PLANNER FEE?

Our planner fee will be discussed during consultations.

DO YOU REQUIRE A RUSH FEE FOR EVENTS?

Clients that book less than 2 weeks will have to pay for expedited services and payment must be paid in full. However, we do not encourage our clients to go this route due to availability, vendor’s availability, and production due to what your event could look like if booked in advance. We recommend booking at least 3 months in advance to avoid additional fees.

DO YOU CHARGE FOR DELIVERY?

Yes, we charge a deliver fee, which will be included in the invoice /quote.

WHAT IS PIPE AND DRAPE? WHAT DOES IT INCLUDE?

Pipe and drape are heavy backdrop stands that includes colored drapes (curtains) to complement the overall design look.

CAN I BOOK YOUR COMPANY FOR OUTDOOR EVENTS

When booking outdoor events please be sure to be prepared for table and chair rental as our company currently doesn't provide them. Please keep in mind with outdoor events the weather may affect the outcome of your event. If bad weather permits the week of your event, we encourage our potential clients to have a second location in place for indoor. We will do our best to help accommodate changes in location, but you must let us know at least 3 days in advance. If bad weather permits day of the event, once we are at location for setup, we will not be able to fully execute the event and no refunds will be granted. Client will have the option for one day reschedule within the calendar year. DESIGN FREQUENTLY ASKED QUESTIONS

WHAT IS THE TURNAROUND TIME ON CUSTOM PRODUCTS?

Our turnaround time is 4-7 business days not including weekends.

DO YOU OFFER RUSH SHIPPING ON CUSTOMS?

YES! We offer 1- day overnight shipping and 2-day shipped. (NOT INCLUDING CUSTOM FLOOR WRAPS) If you need your order rushed please email us at openbysurprise@gmail.com along with your order number and which shipping you would like. Custom Floor Wraps are shipped at their standard shipping process of 4-7 business days.

WHEN WILL I RECIEVE MY DESIGN PROOF?

Please allow at least 24-48 hours for your design proof. All designs will be emailed.

HOW MANY REVISIONS WILL I RECIEVE?

All custom products will receive 3 revisions that includes image and text placement, any additional revisions will result in $20 fee per edit.

WHAT TYPE OF PHOTO DO YOU RECOMMEND?

We recommend our customers and potential clients to send high quality and professional photos for a better design execution. This will prevent blurry and pixelated photo.

WHAT IF I DON'T HAVE PROFESSIONAL PHOTOS?

If you do not have professional photos, we highly recommend that your photo quality should at least be 200DPI. Anything less than 200DPI will result in blurry and pixelated photos and Open By Surprise Event & Design will not be held responsible. If you are not sure of your photo quality please send us a photo(s) based on the type of product and size needed to openbysurprise@gmail.com before making any purchases on our website. We will then take a look at your photo and let you know what we think is best.

CAN YOU DO ANY THEME ?

YES! We can custom design any theme and color that fit your event needs.

HOW LONG DO YOU KEEP DESIGNS?

Approved designs are kelp for at least 10 days before discard.

HOW DO I GO ABOUT INVOICES THAT I RECIEVE?

Customers and clients that receive invoices must pay their invoices within 24hrs along with any information regarding your custom product(s). We asked that if you are not 100% ready to pay please do not request an invoice to be sent. Failure to make payment within 24hrs will result in a cancellation.

HOW CAN WE SPEAK TO SOMEONE?

All communication for orders will only be done via email. In order to communicate efficiently regarding your order please email us at openbysurprise@gmail.com with your order number attached. If for any reason we need to speak with you about your order please include a phone number in the email.