FAQ

• Log In Help
• Payment Information
• Shipping
• Material Handling
• Ordering Services
• Furnishings
• Labor and Sign Hanging

• Log In Help

  • Where can I find my login information?

    Your username and password can be found in the welcome letter e-mail for the event. You can also click the “need new login info?” link on the online ordering home page to request your login information. If you know your username and just need to reset the password you can click the link to reset your password and it will be emailed to you.

  • I can't log in, or my username or password doesn't work! Help!

    Usernames and passwords are case sensitive and must be entered in uppercase. Also, completely close out of all other browsers including the one you have open and then try to log back in. This should do the trick. If you tried both steps and you still cannot log in, click here to email our Event Services Department and we will get back to you as soon as possible.

  • I can't print the kit for my show, can you e-mail it to me?

    Yes, click here to contact our Event Services Department and we will e-mail one to you as soon as possible

  • Where do I log in to order services, collect key event info and receive last-minute updates?

    Click here to connect to the HUB, part of our “Know Before You Go” outreach.

• Payment Information

  • Which credit cards do you accept?

    We accept Visa, MasterCard and American Express.

  • Where is the Credit Card or Method of Payment Form?

    In your Exhibitor Services Manual, in the section titled Official Contractor, you will see the form called Method of Payment. Complete that form and fax or email it back to us.  Alternatively, you can enter your card information when you log into our eHUB, in our Online Ordering site.

  • Can I mail you a check?

    Absolutely! but if you are mailing it to pay for your show order, please complete that section of the Method of Payment form to let us know that you are paying by check. You will also be required to submit a credit card for your order however we will not charge the card unless check is not received before show move-in.  If you are placing your order after the Discount Deadline please ensure that your check is received before the first day of the event.

  • Can I do a wire transfer?

    Yes, but you will need to contact our Event Services Team directly to schedule your transfer.  The team will need a completed Method of Payment form to let us know that you are transferring funds and for company and event it will be applied to.*

    If you are placing your order after the Discount Deadline please ensure that your funds are received at least ten (10) business days before the first day of the event.

    *IMPORTANT: Fees apply to this service both by the transfer institution as well as from AGS.  Please ensure your funds a sufficient to cover these fees.

  • My organization is tax exempt.  How do I confirm my tax-exempt status for my event?

    This is a common question especially for NGOs, governments and other not-for-profit institutions.  When you provide AGS with your completed Method of Payment form, you will need to submit your tax exemption certificate.  You will need to submit either a valid 501(c)3 or 501(c)4 for the state in which you will be exhibiting.  That last point is very important.  Even though you may have a federal tax-exempt status, you must also be recognized as a tax-exempt organization within the state where you are exhibiting.

• Shipping

  • Is Shipping and Material Handling the same thing?

    Great question!

    The answer is no. Shipping is the movement of your materials via a freight or parcel carrier like UPS. They take your materials from their point of origin to the Advance Warehouse or directly to Show Site for delivery at the event dock.

    Material Handling is the receiving and on-site handling of your shipment. This service includes receiving and delivery of your materials to your booth space, storage of empty containers, and loading your materials on to the carrier of your choice at the close of the event. Please be sure to complete a Bill of Lading provided by AGS to ensure your freight is loaded onto the intended carrier!

  • Do I have to use the Official Show Carrier?

    The official show carrier is on-site as a convenience to exhibitors, but is by no means the only choice available. Exhibitors are welcome to use either the official carrier or an outside carrier of your choice. Rates may be negotiated in advance by calling the official show carrier directly.

  • I'm not using the Official Show Carrier...

    If freight is consigned to a carrier other than the official show carrier, that carrier must check-in at the loading dock by the time specified in the Official Show Information section of your Service Manual. Event management, AGS Expo Services and the official show carrier cannot be responsible for checking with all designated carriers.  If you have chosen a carrier other than the official show carrier, we require that your company arranges the pick-up with the chosen carrier and that someone from your company remain with the shipment until it is picked-up. We highly recommend making a reminder phone call to your carrier on the day of the requested pick-up.

  • What happens if my shipment is late getting to the warehouse?

    Shipments received after the advance receiving deadline will be assessed an off-target fee and cannot be guaranteed for advanced delivery to show site. Separate fees may apply for delivery of off-target freight.

  • What happens if my shipment arrives at the show before the posted move-in window?

    Shipments received before the posted move-in window will be assessed an off-target fee if we are on-site and capable of receiving the shipment. In the event that AGS is not present, receiving your shipment will be solely at the discretion of the facility. We strongly advise that you arrange a ‘targeted’ delivery with your carrier to ensure that the posted move-in window is not missed.

  • What is a Certified Weight Certificate and how can I obtain one?

    A Certified Weight Certificate is an official notice of the declared weight of your shipment and will be used by AGS to determine your Material Handling fee. If using a common carrier to transport your materials, we will accept the documents detailing your shipment provided by the carrier at the time the shipment is received. If you transport your materials in a Personal Vehicle or Company Truck, we require two (2) weight tickets – one declaring the weight of the vehicle when it is heavy (containing your materials) and one declaring the weight of the vehicle when it is light (your vehicle without your shipment loaded). These tickets can be obtained from a Certified Public Scale facility or Weigh Station.

  • Today is the last scheduled day of move-out but can my carrier pick-up tomorrow?

    No. Check the Shipping and Material Handling section of your Exhibitor Service Manual for the Forced Freight details (see next question to find out the definition of Forced Freight). There will be a specific time at the end of your show’s move-out where if your carrier does not check-in at the dock by that set time, your freight will be forced.

  • What is Re-Routed Freight?

    A “re-route” occurs when a carrier does not check-in at the dock for the consigned freight within the specified time frame. We want to make sure each exhibitor gets their first choice of a carrier and therefore no freight is re-routed until we must move it to complete the contracted move-out agreement between event management, the event facility and AGS Expo Services.  Your freight will either be shipped to its pre-determined location or drayed back to a local warehouse by the official show carrier, depending on the disposition checked on your Bill of Lading.  If no Bill of Lading has been provided for your shipment AGS reserves the right to re-route your materials to complete its contractual obligations for the event.  AGS assumes no liability for materials left without paperwork, a disposition or site representation, and all fees associated with this re-routed movement of materials is the sole responsibility of the exhibiting company.

  • What happens if my freight is re-routed?

    In the event that your freight is re-routed by AGS, please contact our Event Services Department during regular business hours Monday through Friday, from 8:00AM – 5:00PM at 407.292.0025 to obtain tracking and destination information.

  • What exactly does a customs broker do?

    A customs broker is a specific type of intermediary service provider designed to assist shippers with clearing goods through customs.  This is important if you are a non-US entity looking to ship materials into the United States.  Please know that though AGS is not a customs broker, we can assist with locating one should you need assistance.  Also, it is best to see if your Service Manual or Event Management group may have already specified a preferred broker.  This can speed up the process of shipping, as these pre-selected companies often better understand your event and materials.

• Material Handling

  • Is Material Handling and Shipping the same thing?

    Great question!

    The answer is no. Shipping is the movement of your materials via a freight or parcel carrier like UPS. They take your materials from their point of origin to the Advance Warehouse or directly to Show Site for delivery at the event dock.

    Material Handling is the receiving and on-site handling of your shipment. This service includes receiving and delivery of your materials to your booth space, storage of empty containers, and loading your materials on to the carrier of your choice at the close of the event. Please be sure to complete a Bill of Lading provided by AGS to ensure your freight is loaded onto the intended carrier!

  • When will my materials be delivered if I order material handling?

    Material Handling services are usually available during the first few days or show and during the move-in, move-out and Advance receiving process.  In the case of Advance Warehouse materials these shipments will be delivered to your booth space prior to your arrival on show site.  With standard shipments sent direct to show site materials will be delivered as they arrive, or within the scheduled windows for receiving, generally 8AM to 4:30PM daily.

• Ordering Services

  • Can I just order over the phone?

    We understand the Exhibitor Service Manual contains a lot of information and may seem overwhelming but we are here to help! Though you cannot place your order over the phone, you are welcome to email or call us for help.  We can tell you which forms to complete based on your needs. We kindly ask that you then complete the appropriate forms and fax or email them to our office.  Please also feel free to place your order using our Online Ordering site via the link in your Welcome Letter.

  • I submitted my order. How will I know it has been received? Now what?

    As soon as your order has been processed, usually within one (1) business day, you will receive via email a confirmation of your order which will include a detailed invoice. If by chance you don’t hear back from us, please contact our Event Services Department.

  • I made a mistake on my order, how do I change it?

    If you simply need to adjust a minor detail about a service, please give us a call.  However, if you are changing a quantity of an order or canceling something that was previously submitted, feel free to resubmit that form, note the correction and we will correct the issue.  If the change is related to an online order, just change your request at any time.  Online ordering is available to you 24/7.  However, please note that some online items can only be changed by calling our Event Services Department.

  • I’ve been out sick/on maternity leave/on vacation/abducted by aliens, or all of the above, and I just realized last week/today/tomorrow is the deadline to receive the discount!

    If you were on maternity leave or vacation, Congratulations! If you were sick or abducted by aliens, we are very sorry to hear about that and hope all is well now. As for the discount deadline, if it is today, send us your order even if it’s after our normal business hours. We will come in tomorrow and see when it arrived and charge you accordingly. If the deadline is tomorrow, you have even more time to fax or email it in! If the deadline was last week, please calculate the Standard Rates when placing your order.

  • Can I place my order now and pay for it when I get to the show?

    No. As with most vendors, we require payment in full when your order is placed. If we receive an order without payment, we will be unable to process it.

  • How do I order electrical services?

    We’re sorry, but we do not provide electrical services. See the section at the back of your Exhibitor Service Manual titled, Ancillary Services. In this section, you will find the electrical order form which you will need to send to the company/location provided.

  • Can I have a receipt for the electrical services I ordered?

    Absolutely! But you will have to call the company that provides those services, which is located on your electrical order form.

• Furnishings

  • What comes with my booth?

    Typically, your space will only include the pipe and drape surround that marks the edges of your booth space.  However, it really depends on the event.  Your Exhibitor Service Manual will give you the details for your particular show. It is under the section titled: Official Show Information and on that page under “Booth Equipment”…look about halfway down the page.

  • Do I need carpet?

    Maybe. Yes, if the exhibit hall is not carpeted. No, if the exhibit hall is carpeted. You can find that out by checking your Exhibitor Service Manual, under the section titled: Official Show Information. If you have determined you do need to order carpet, the order form is in your Exhibitor Service Manual under the section titled: Standard Furnishings. It is the first page of that section.

  • I know what I need. How do I order it?

    Online or via faxed or emailed forms, these are the only methods accepted for order submission. Your individual Welcome Letter contains your unique credentials for accessing either AGS Online Ordering or all the relevant forms via your Event Service Manual.

  • When will my materials/furnishings be delivered?

    Wait… you wanted those?!  Just kidding.  Actually, all furnishings or items ordered in advance of the first day of move-in will be delivered before you arrive. However, if you order something on show site, depending on its availability, we will make every effort to deliver those items as soon as possible. Note that some items may have to be brought in from our local warehouse which may delay your on-site order.

• Labor and Sign Hanging

  • Do I need to order labor to set-up my exhibit?

    All exhibitors are required to follow local union jurisdictions as published in the Exhibitor Service Manual. In most cities, exhibitors are allowed to set-up their own displays without assistance provided that:

    • All work is performed only by full-time employees of the exhibiting company
    • The booth is 10′ x 20′ or smaller
    • Booth installation requires no more than two people working one hour or less each
    • No power tools are used, including battery operated tools

    Consult the Official Contractor section of your Exhibitor Service Manual for detailed information about union jurisdictions affecting your show.

  • What type of labor should I order?

    This can vary from location to location based on labor union jurisdiction, but in general there are three types of labor services which exhibitors can order.

    Carpentry Labor (A.K.A. Display Labor) – This type of labor is responsible for setting-up display structures, laying carpet, packing and unpacking materials, and general assistance for set-up and dismantle in your booth space.

    Forklift Labor – This is generally employed in situations where large materials which have already been delivered to your booth space, require additional movement during set-up (e.g. Uncrating large heavy materials or bulky machines). Depending on the labor rules, this type of service can also be requested when materials are being set or mounted on low platforms. This type of labor is not required in order to receive material handling.

    Rigging Labor (includes sign hanging) – Exhibitors are required to use this type of labor when flying any items above their booth space; those items which will be suspended from rigging points or ceiling structures.

  • I would like to use a Non-official Service Contractor/Display House to set-up and/or dismantle my exhibit. What information does AGS require me to provide?

    Please complete the Notice of Intent to Use Non-official Service Contractors, which is located in the Official Service Contractor section of your Service Manual. You will also need to provide us with a copy of your Service Contractors Certificate of Liability Insurance which needs to include your company name, facility name, event name, booth number and must have AGS Expo Services listed as the Additional Insured. Both forms need to be received by the deadline listed on the Notice of Intent to Use Non-official Service Contractors Form.

  • I just realized that my company will be using a Non-official Service Contractor/Display House to set-up and dismantle my exhibit, but the deadline for submitting the Notice of Intent and insurance certificate has passed. Can I still use the Non-official Service Contractor?

    If both forms have not been received by the deadline date, your Non-official Service Contractor will only be able to supervise the work in your booth. Labor will need to be ordered through AGS Expo Services using the Labor Order Form provided in your Service Manual.