FAQ

If you require additional information regarding the venue please contact the venue directly. If you require information about your VIP EVENT please contact FanExperience at 1-877-944-5144. The venue information can be found on the purchase page for your event.

Frequently Asked Questions about FanExperience services and purchasing packages with us:

  1. Purchasing Packages
  2. Package Pricing and Taxes
  3. The VIP Event
  4. Package Delivery and Pick-up
  5. Refunds/Exchange Policy
  6. Troubleshooting
  7. FanExperience's Policy on Storing Personal Information
  8. Logging in to FanExperience / Forgot your Username or Password

1. Purchasing Packages

Can I purchase packages over the phone if I call the FanExperience customer service number?

Yes, you are able to order packages over the phone. Please contact us at: Canada/US 1-877-944-5144 or International 1-416-718-6551 to place your order over the phone.

What shipping charges will I pay?

Shipping varies for every VIP package and will depend on the items being shipped and where they are being shipped to. Many packages do not require any shipping. Details will be provided at the time of purchase. If you have questions about shipping please contact us by email at info@fanexperience.ca.

What should I do if I did not receive my order confirmation email?

Please first check your spam folder and ensure that info@fanexperience.ca is on your safe senders list. If the order confirmation is still not found please contact us at info@fanexperience.ca and we will resend the confirmation email to the email address originally provided upon purchase.

What should I do if I want to purchase accessible seating?

First you must purchase a package containing a regular ticket so that you don't miss out. Then immediately contact us at info@fanexperience.ca and we will work with the venue to have your package switched to accessible seating. Again, you must have purchased a package containing a regular ticket prior to contacting us about accessible seating.

What forms of payment are accepted by FanExperience.ca?

We accept Visa, MasterCard, American Express and Visa Debit.

What are your business hours?

Our business hours are 11:00AM to 5:00PM (EST) Monday to Friday.

What should I do if I am trying to purchase tickets online and I am receiving error messages?

Try to open the on-sale page in a new browser window. Ensure that you are using the newest version of your internet browser (e.g., Internet Explorer, Mozilla Firefox, Chrome). If this does not fix the problem, please contact us at info@fanexperience.ca.

When/how do I find out where my seats are?

The general seating type and area of available tickets will be indicated in the package description for your show. In cases where your exact seat location cannot be provided at the point of purchase, your seat location will be printed on your tickets when you receive them.

How are seats assigned?

In cases where your exact seat location cannot be provided at the point of purchase, your seat location is determined based on when you placed your order – first come, first served!

My friend ordered separately, can we be seated together?

We can only guarantee that packages purchased under one order number will be seated together.

Where can I find my order number?

Your order number can be found in your order confirmation email that is sent out immediately after the completion of your purchase. If you are unable to locate your confirmation email or your order number, you can find the order number by logging in to your FanExperience account or you can contact us at info@fanexperience.ca.

Do I need identification?

In most cases your VIP sign-in and package pick-up are completed using photo ID and event number unless otherwise stated. Please check the ticket details on the purchase page for your particular show. The ID must match the name used for the account. We do suggest you bring a form of photo ID with you in case it is requested by the venue / event management.

2. Package Pricing and Taxes

Taxes

Any applicable taxes are displayed separately from the VIP package price (when applicable).

Convenience Fee

Where applicable, FanExperience's Convenience Fee is charged on orders placed for event packages. These fees cover the cost to fulfill your package when you purchase through the internet. This fee includes things such as processing your order, tracking and inventory control, assuring all items are valid and not oversold, and the secure web site. These costs, as well as overhead, make up the cost of the Convenience Fee.

How much is the Convenience Fee?

This will vary depending on the event, the package price, and the delivery method chosen. FanExperience prides itself in providing the most cost-effective method to sell and purchase event packages. Our Convenience Fee(s), where they apply, are designed to directly reflect the cost of doing business.

How is the Convenience Fee determined?

A convenience fee, where applicable, is added to the event packaged purchased. It is considered a convenience fee because it allows you to purchase your package without driving or waiting in line, and your event ticket is in your hand within minutes of completing the online purchase. Convenience fees are most often set by FanExperience in agreement with the promoter or venue.

Why is there a time limit when purchasing packages?

When you are purchasing packages online, you are holding inventory which means no one else can purchase those packages unless you release them. Due to high demand, we have implemented a time limit during the checkout process. Each checkout page is assigned a different time limit depending on the type of information we need from you. If you exceed the posted time on the page, the packages you are holding are released for others to purchase. This gives as many people as possible the chance to order packages.

3. The VIP Event

I bought a VIP package that comes with a VIP Meet & Greet and/or Early Entry. How does that work?

Your VIP Meet & Greet instructions containing this information will be emailed to you two weeks prior to the event.

I received my Meet & Greet/Early Entry instructions and it outlines that I need to show photo ID at the venue. Do my guests need to show their photo ID too?

It is possible that the venue will require that everyone has ID to gain entry, but for the purposes of the VIP event, only the purchaser needs to present ID to ensure access for all members of the party. We recommend that everyone attending has their photo ID.

Can I bring _____ to get signed by the band or my own camera to take pictures?

Each artist has very different rules governing these elements. FanExperience will outline this information for you in your VIP/Meet & Greet instructions email. You will receive this email two weeks prior to the show.

What do I do if I haven't received any additional instructions two weeks prior to the show?

Please check your spam folder and add info@fanexperience.ca to your safe senders list. If you are still unable to find the additional instructions, please contact us at info@fanexperience.ca.

What do I do if I arrive late?

VIP times are specified in your VIP instructions. You must be at the event at the specified time. If you know ahead of time that you will have difficulty arriving at the specified time, please let FanExperience know at least one working day before the date of your show. We CANNOT guarantee entry for latecomers.

When will I receive my VIP package items?

The product purchase page outlines the delivery method for the VIP package items. Dependent on the method of delivery you select, it will determine when you should receive said items.

Where can I find venue address and contact information?

The venue for each show is listed on the purchase page for your event. Please visit the venue website directly for location and directions.

VIP photos were part of the package I purchased. Where can I find these?

Photo set-up and delivery method is different for each event. The process is outlined in your VIP instructions as are the rules regarding your own camera use.

4. Package Delivery and Pick-up

How do I get my tickets that are included in my VIP package?

If your package includes a ticket, the ticket delivery method is outlined on the product page during the purchase process of your package. If you are unsure, please contact us at info@fanexperience.ca. Further information about ticket pick-up where applicable will be included with your VIP instructions two weeks prior to the event.

Where do I pick up my tickets?

The delivery method for packages that include tickets is described during the purchase process. If you require further information please contact us at info@fanexperience.ca.

The package I purchased includes tickets that are set up as Will-Call pick-up. How do I pick them up?

Will-Call is the same as Box Office pick-up. You will be required to present your order number and photo ID to claim your entry at the venue box office or will-call window. Please arrive with all members of your party as all tickets in your order will be left under the name provided for your order.

5. Refunds/Exchange Policy

What if my event is cancelled or postponed?

If an event is canceled or postponed, you will be advised via email what the process is for either receiving a transfer to a new date, receiving a refund or receiving a credit for your package(s) as applicable.

I made an error on my purchase. How can I update/make changes to my order?

Mistakes happen. You can make changes to your order information using your FanExperience account, or by contacting us at info@fanexperience.ca.

I accidentally bought a VIP package for the wrong date/city. Is there a way to exchange them?

We ask that you double-check your order during the check-out process prior to completing your purchase as all sales are final under our terms and conditions. We are unable to exchange them for another date.

I would like to cancel my order. Is this possible?

You will not be able to cancel your order as all sales are final under our terms and conditions.

If I am unable to attend the show, can I get a refund?

It is our policy that all sales are final under our terms and conditions and no refund will be processed after purchase.

I can no longer attend the show. Can I get a refund / exchange for another date?

Refunds and exchanges are not available as all sales are final under our terms and conditions.

6. Troubleshooting

What if I do not receive my package confirmation via email?

Contact FanExperience's Customer Care Centre:
Toll-Free (North America): 1-877-944-5144
info@fanexperience.ca

What if I can't print my package confirmation?

In general you will not need to bring a printed confirmation to the venue as your VIP check-in is completed using your order number and photo ID. However if you do wish to print the confirmation, please check to make sure that you have Adobe Acrobat Reader 4.0 or higher.

What if I think my order did not go through?

DO NOT PLACE ANOTHER ORDER. When you click "Process Transaction", your credit card information is sent to our Merchant Approval Centre. Even if your browser displays an error message, it is possible that your transaction was still approved. Contact FanExperience's Customer Care Centre and we can advise you on the status of your order. Toll-Free (North America): 1-877-944-5144

7. FanExperience's Policy on Storing Personal Information

We collect only what we need to process your order and contact you in the event of any event changes or cancellations. Your name, address, email address and a daytime phone number are required for these purposes. We protect your personal information carefully and NEVER sell your information to any other companies. Your credit card/debit card information is never stored on FanExperience's systems at any time for any reason.

8. Logging in to FanExperience / Forgot your Username or Password

Your Username and Password will be sent to your email address after you make your first purchase with FanExperience. If you forget your password, visit www.fanexperience.ca and use the "Forgot Password" function.

If you are still having problems, please contact our Customer Care Centre:
Toll-Free (North America): 1-877-944-5144
info@fanexperience.ca


Customer Service Hours:

Monday - Friday, 11:00AM - 5:00PM (EST)
Toll-Free (North America): 1-877-944-5144
info@fanexperience.ca

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