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Frequently Asked Questions (FAQs)
Chances are, the question you are thinking of asking is answered right here…
Customer service and sales can be reached Monday – Friday 8:30 am – 4:30 pm and Saturday – Sunday 10 am – 2 pm. Because we operate with a small team, not all phone calls or emails can be responded to right away. We may be with a customer, cleaning equipment, delivering, or tending to our own family. Please allow two business days for a return phone call or email. If you require a quicker response time, please mark your email URGENT.
The online booking system for all non-full-service rentals offers the ability to book packages up to 48 hours in advance. For last-minute bookings, please call or email (marked URGENT) and we will always try to accommodate you.
For full-service and delivery rentals, we advise customers to book at least 4 weeks in advance – especially if you have a specific play package in mind. However, even if your party is just a few days away, we are always happy to check our availability for you.
I've rented play equipment from another company before and it was dirty on delivery. Are your playgrounds and play spaces clean?
Absolutely! After each rental, we inspect clean, and sanitize every piece of play equipment, including the washing and sanitization of every ball in our ball pits! Our large cleaning facility allows us to utilise proper systems and equipment to maintain and clean each and every item. After all, we coined the phrase “We dream of hygiene!”
Our Portable Playground can accommodate up to 20 children, depending on age and size. The playground is well suited to have a mix of ages (best for ages 2 – 8 years) playing at the same time as long as some discretion is used by the older kids and an adult supervises the play.
For all other rentals (Rollers, Mini Rollers, Ball Pits & Combinations), the timeframe is specified at the point of booking.
With Calgary and the surrounding area being so large, when we deliver, set up / take down, and collect when it is less than 4 hours, it restricts the number of other bookings that can be taken across the city when returning 2-3 hours after setting up. For this reason, there is no reduction in cost for shorter rental periods.
There is a late collection fee of $75 for collections between 7 pm – 9 pm. There is a $100 charge for collection between 9 – 10 pm. We will not collect past 10 pm. For in-home personal rentals, we can sometimes return the following day for collection at a $75 charge.
The Portable Playground can be set up in most double-sized garages and requires 14 x 17 feet, or (weather permitting) on most driveways. We cannot set up the portable playground inside the home or in the backyard.
Our soft play packages are very versatile in the types of spaces we can set them up. We have options ranging from 70 sq/ft to 700+ sq/ft. We can help you choose the most suitable package for your space through the booking process.
All play equipment requires a flat, clean surface for setting up. Short grass, patio, and pavement are most suitable. The area cannot have any dips or bumps and cannot be sloped (very slight sloping is okay).
We are not able to set up on dirt or gravel and the area must be free of dirt, debris, and dust. The person or organisation renting the equipment is responsible for clearing the area BEFORE we arrive with the equipment. All areas should be inspected for sticks, dog poop, sharp items like broken glass, and stones. Areas like driveways, garage floors, or other hard services should be well-swept before we arrive for delivery.
Setting up in city parks is outside of the scope of our general set-up. However, in some cases, we can still provide a play space to park locations. There is an additional consultation and set-up fee for this service starting at $50. Additional charges will also be applied for access and parking challenges. You are also required to have an indoor alternative space available in case of un-forecast weather changes.
The city will often require you to obtain a special permit. It is the renter’s sole responsibility to obtain the correct permits and permissions for your location. Your permit or proof of booking your space is required no later than the morning of your event. If you do not secure the correct permissions and we are unable to set up when we arrive no refunds will be issued.
- $40+ For full-service deliveries further south in the SE or SW past Lake Bonavista and outside of the city limits.
- $30 + The distance from the unloading area to the set up area is further than a standard in-home set up. Determined on a case-by-case scenario
- $30+ Unpaved pathways or where access cannot be made with our moving carts
- $30+ Outdoor set up – we are required to use ground sheets and fencing
- $30+ Buildings with stairs, elevators, corridors, or difficult unloading areas
- $30+ Condo Building function rooms
- $50+ Set up / take down of a package that is priced for customer pick up / delivery-only
- $75 Pick up between 7 – 9 pm
- $100 Pick up between 9 -10 pm (no pick up past 10 pm)
- $75 Pick up the following day (for in-home rentals only and subject to availability)
- $90+ Starting price for deliveries for pick up rentals where vehicle size doesn’t allow transport. Add additional $30 for downtown core deliveries
- $50+ For public park set ups (there is additional consultation time and access challenges)
- $$$ – Any lost, stolen, or damged equipment will be charged at a cost deemed most appropriate by Sprog & Sprocket
- $$$ – Please see Changes, Cancellation & Bad Weather Policy
- $$$ – TBC for any rental that is for a school, charity event, corporate event, event planners, or any other non-personal rental
Our smaller pick-up packages have been designed with customer collection in mind and for this reason, have a different delivery fee schedule. We will quote you at the time of booking in this scenario. Please note that delivery and/or pick-up of these packages are considered on an ad-hoc basis subject to our availability and delivery schedule.
- The distance from the unloading area to the set up area is further than a standard in-home set up (Starting at $30)
- Outdoor set up (Starting at $30 – we are required to use ground sheets and fencing) – For more info, please see “What type of surface can the play equipment be set up on?”
- Buildings with stairs, elevators, corridors, or difficult unloading areas (Starting at $30)
- Unpaved pathways or where we cannot utilise our moving carts (Starting at $30)
- Condo Building function rooms (Starting at $30)
We will discuss your set up scenario when finalizing the booking and can then advise on any additional fees.
In the event you have arranged for a pick-up package to be delivered, set-up/take down is NOT included in the price and remains the responsibility of the renter. Set up / take down may be added and starts at $50
Yes, you or an elected replacement must be there during delivery and collection. For full-service packages, when we arrive to set up your play equipment you will need to show us where you would like it set up. We will also go through the basic safety rules so you can enjoy your equipment safely.
You are responsible for all equipment from arrival time until the equipment is loaded back into our delivery vehicle.
If the renter is not available at the pick-up/delivery times we will require the cell phone number of the person who will be on-site; you or your elected replacement must answer the phone during the delivery and pickup windows.
Pick-Up Your Play Equipment
- We have two sizes of ball pits. The junior ball pit will fit in a small SUV or family-sized vehicle. The full-size ball pits have been designed to fit into the back of most full-size minivans, 1/2 ton trucks with crew cabs, and some large-sized 7 seat SUV’s.
- Our pick-up soft play packages such as the Mini Rollers and Rollers will also fit into the types of vehicles mentioned above.
- We will ask for your vehicle make and model at the point of booking to help you assess the suitability of your vehicle for your preferred rental. However, it remains the sole responsibility of the renter to ensure the space in the vehicle is adequate at the time of collection.
Once the vehicle is in place, we will check your order with you and then make sure the vehicle is prepared properly before loading. All seats behind the driver will be required to be folded / removed (unless otherwise agreed at booking). For pick up trucks, the cargo space should be empty of any obstructions and swept of dirt, dust, snow and all any screws, nails tools, etc removed.
For pick up trucks we always utilise as much cab space as possible to ensure the equipment stays safely loaded and dry. If the truck box is not covered with a box cover or topper – a waterproof tarp, and straps are needed. We can loan these if you do not have them available.
In some cases, two vehicles are needed, and we can advise on the best way to utilise the space in this scenario prior to arrival.
For Saturday rentals, you can pick up on either Friday 12 – 2 pm or Saturday 8 – 9 am. The return window for Saturday-only rentals is Sunday morning 8 – 9 am.
For Sunday rentals, you can pick up Sunday 8 – 9 am. The return window for Sunday is Monday 9 -11 am.
For full-weekend rentals, you can pick up on either Friday 12 – 2 pm or Saturday 8 – 9 am. The return window for full-weekend rentals is Monday morning 9 – 11 am.
For midweek rentals (Monday – Friday) and longer, you can pick up on Monday 9 – 11 am and return Friday 12 -2 pm.
We may be able to offer some flexibility in pick up / return windows. Our times are scheduled around delivery windows and so are offered as a most likely scenario. Please ask us if you require any special accommodation. Additional charges may apply.
Payments & Deposits
We accept e-transfer, Visa, Mastercard, cash, & company cheques (for corporate and fundraising events only). Please note that Visa and Mastercard payments will incur a 3.4% surcharge.
For rentals valued over $500, or in the scenario where you financially cannot commit the full rental value at the time of booking, an exception may be allowed to provide a part payment (minimum payment $200). The final balance payment will be required before the equipment is either loaded into your vehicle or we leave to deliver the equipment.
For full-service rentals (Nippers, Sprockets, Rascals & custom packages), payment-in-full is required at the point of booking. For rentals valued over $500, or in the scenario where you financially cannot commit the full rental value at the time of booking, an exception may be allowed to provide a part payment (minimum payment $200). The final balance payment will be required before we leave to deliver the equipment.
For corporate and public events, we will discuss payment during the booking / consultation process.
Do you have any questions about payments? Please email email@example.com or call (403) 719-7776
Changes, Cancellations & Bad Weather Policy
You can change your date without penalty up to a week before your event. You can move your event to any day within 6 months of your original booking (subject to availability).
No changes can be made within 7 days of your event (*see exception under our bad weather policy.*)
Cancellations can be made up to 30 days before your event without charges or penalty – a full refund will be given.
Cancellations made between 14-30 days before your event will result in a cancellation/admin fee of $50.
Cancellations within 14 days of your event will result in a cancellation fee of $100. Same-day cancellations are charged at $200 or the full rental cost if the value is under $200.
We are happy to reschedule your booking for a future date at no additional cost in the event of bad weather or illness. Please see our bad weather policy.
In cases of rain, snow, or excessive heat, we cannot set up any of our play equipment outside. For temperatures above 25 degrees, the equipment is required to be set up indoors or under shade.
If your booking is for an outdoor party or event at a time of year when rain, snow, or hail could be encountered (let’s face it, almost every month in YYC!), you must have a back-up indoor location planned. Failure to do so and in the event the rental has to be canceled, a $200 cancellation fee will apply.
It is the renter’s responsibility to make sure all pathways to the setup area (whether inside or outdoors) are fully cleared of snow and obstructions. No refunds can be given if a delivery has to be abandoned because of poor access.
Please keep an eye on the weather in the days leading up to your event. If it looks like the weather could cause a problem with your rental, please contact us on (403) 719-7776 and we will happily reschedule and transfer your booking to another day or come up with an alternative indoor plan (depending on equipment and delivery availability).
Staying Safe on the Play Equipment
And here are the answers to questions you never even knew you needed…
Booking Support, Custom Orders, and General Contact
We may be new to the Calgary party rental scene – but Sprog & Sprocket brings you the best in kids entertainment!
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