FAQ

Can I trust TicketCity?
Is my information secure when I order?
Can I get tickets for events not listed on your website?
Can I cancel my order?
Will my seats be together?
Why are seat numbers not revealed?
Do children need tickets?
What forms of payment do you accept?
When does TicketCity email order information?
What if I receive an error after placing an order?
Will I get a refund if my event cancels or reschedules?
Will I get a refund when games (that are part of a series) are not played?
 

How do you ship the tickets?
How do I track my order?
What are your shipping rates?
Can I change the Shipping Address on my order?
Are tickets shipped the same day I order them?
Why can’t you ship to a P.O. Box?
 

Is the price I pay the same as the price on the ticket?
Who decides the price on the tickets?
How many rows are in each section?
What am I allowed to and not allowed to bring into the venue?
When do gates open?
Where do you get your tickets?
Where are you located?
How do I unsubscribe from TicketCity Newsletters?

Q. Can I trust TicketCity?
A. You can definitely trust TicketCity! We have been in business since 1990 and have served over 100,000 clients. We are a highly reputable company in good standing with the Better Business Bureau (BBB).

Q. Is my information secure when I order?
A. We use 128-bit encryption and Secure Socket Layer (SSL) technology to protect your personal information when you order online. We are also a member of McAfee’s HackerSafe program to further protect you from Identity Theft and Credit Card Fraud.

Q. Can I get tickets for events not listed on your website?
A. Yes, contact us to request tickets for any event not listed on our website.

Q. Can I cancel my order?
A. No, you cannot cancel your order. All sales are final; there are no refunds, cancellations or exchanges.

Q. Will my seats be together?
A. Yes. If you purchased tickets from the same line item, your tickets will be together unless otherwise stated in the Notes field.

Q. Why are seat numbers not revealed?
A. Not revealing seat numbers is a ticket industry standard to protect the identity of our suppliers.

Q. Do children need tickets?
A. Most events require everyone to have a ticket to enter. There are some exceptions for small children (under 2 years old), but you need to check the venue’s official policy for that event. Visit the official venue website or contact your TicketCity Sales Associate.

Q. What forms of payment do you accept?
A. We accept all major credit cards and debit cards: Visa, MasterCard, American Express and Discover. You can also pay with cash, money order or wire us the money. We accept checks from select corporate clients.

Q. When does TicketCity email order information?
A. You should receive an email immediately after you place your order online with the details of that order. If you do not receive that email, please check the spam folder on your email account or contact us.

Q. What if I receive an error after placing an order?
A. If you receive an error when ordering online make sure you filled out all of the required fields on our checkout page. There will be a red error message next to any fields that are incorrect. It also might be necessary for you to contact your credit card company to make sure you are providing the billing address that they have on-file for your credit card. If an error persists, please contact us to complete your order.

Q. Will I get a refund if my event cancels or reschedules?
A. If an event completely cancels and is not rescheduled, you will receive a credit for the total of your order, less shipping costs.* You must return your tickets within seven (7) days to receive a refund, and all ticket returns need to include a package tracking number so they can be tracked.

If part of an event is cancelled, credits or refunds will not be issued. We do not provide credits or refunds under the following circumstances that are beyond our control: event postponement, performer or lineup changes, rescheduling or time changes due to weather, illness, construction, or any other abnormal conditions or developments.

*Purchases for the Masters Golf Tournament will be issued a TicketCity credit for the amount of purchase in the event of cancellation. Purchases for the US Open tennis tournament will be issued a refund equal to the face value of the tickets purchased in the event of cancellation.

Q. Will I get a refund when games (that are part of a series) are not played?
A. Yes, you will receive a full refund if the game is not played, although you will need to return the tickets to us. Contact us with your invoice number to request your refund and allow seven (7) business days for it to process. [Example: You get a refund when you buy Game 7 of the World Series, and one of the teams wins the series in 5 games.]

Q. How do you ship the tickets?
A. We ship tickets via FedEx. Your tickets will be shipped to you via the method you selected as soon as they are available. FedEx does not deliver to P.O. boxes, so please provide a physical street address where someone will be available to receive the package. Make sure to include your name and the company name if you are shipping to your business address.

Q. How do I track my order?
A. To track your order, sign into your TicketCity account.  Here you will be able to track your FedEx order directly from our site.

Q. What are your shipping rates?
A. Our shipping rates and estimated arrival times are listed on our Shipping Information page; contact FedEx to verify the proper arrival times in your zip code.
 

Q. Can I change the Shipping Address on my order?
A. Yes, but you may be required to fax us an authorization letter which includes a photocopy of your driver's license and credit card.

Q. Are tickets shipped the same day I order them?
A. Your tickets will be shipped to you via the method you selected as soon as they are available. Tickets are typically shipped within one (1) business day of when the order was placed. Marketplace Tickets will ship from our supplier typically within one (1) business day after your order was confirmed. Certain tickets cannot ship to you until they are printed and delivered to us. Tickets for an event several months in the future are likely to ship once your event is closer.

Q. Why can't you ship to a P.O. Box?
A. We ship tickets via FedEx. FedEx does not deliver to P.O. boxes, so please provide a physical street address where someone will be available to receive the package.

Q. Is the price I pay the same as the price on the ticket?
A. Probably not because we are a ticket broker that sells seats at market value not face value. Face value is the price printed on the ticket; market value is determined by the supply and demand for a particular event. It might be higher, lower or the same as face value.

Q. Who decides the price on the tickets?
A. Our ticket prices are influenced by the supply and demand for an event, so prices are constantly being updated on our site and are subject to change at any time without notice.

Q. How many rows are in each section?
A. Every venue is unique, so the number of rows varies by location. Contact the venue directly for details.

Q. What am I allowed to and not allowed to bring into the venue?
A. Each venue maintains their own set of rules; for a list of prohibited items please check the venue’s official website.

Q. When do gates open?
A. Every venue is operated differently. Check the time on the week of your event. We recommend you to arrive at least one hour before the event starts to accommodate ample time for parking and seating arrangements.

Q. Where do you get your tickets?
A. Our tickets come from a variety of places; season ticket purchases, individual fans, other ticket brokers and the event box office. All of our tickets are acquired through the same channels available to any person who wants to buy tickets; and our years of experience are how we are able to offer the best tickets.

Q. Where are you located?
A. Our main office is located within the United States in Austin, Texas at 5912 Balcones Drive, Suite 102, Austin, Texas 78731. We also open ticket pickup offices at our big events.
 

Q. How do I unsubscribe from TicketCity Newsletters?
A. You can opt out of our email subscription any time, just email Unsubscribe@TicketCity.com with your email address, first name and last name.