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Frequently Asked Questions

If you cannot find the answer to your question below, call us on (800) 430-8903

When will my tickets be shipped to me, and how soon will they arrive?

Ticket delivery can vary extensively by event type, ticket and the seller. Sellers will always endeavor to ship your tickets as soon as they receive them in their office. It is worth keeping in mind that some tickets are not printed and/or distributed by event promoters until a few weeks prior to their event. Furthermore, tickets are not guaranteed to ship immediately, but will certainly be with you before the event itself. You should always contact your ticket supplier directly if you have any questions or concerns about ticket delivery.

The event is soon and I need a ticket. What can I do?

You can only access tickets the same day of an event if the tickets can be set up for local pickup, will call, or email.

"Local pickup" means that you will collect the tickets at a location local to the venue.

"Will call" means that you will collect the tickets at the box office of the venue roughly an hour before the show (or game).

"Email" means the tickets will be e-mailed to you at the seller’s discretion. Some ticket sellers even choose to send tickets via "courier" (which is very rare) or perhaps even ship the tickets (time permitting).

It is important to note that the availability of these delivery methods is at the absolute discretion of the seller. Some sellers will notate either one or all of the three methods clearly and explicitly on the ticket listing or present one or more specific options during checkout. Other sellers may default to "Near-Term Special Delivery". This means that they can likely provide tickets using one of the above three methods, but you will need to contact the seller yourself, to arrange delivery.

You might also notice some ticket listings that advertise "Last Minute Pickup" as a possible near-term delivery method during checkout. This delivery method is equivalent to local pickup and means that you'll pick up the tickets no sooner than 2 hours before the event, at an office within a few miles from the venue.

Either way, once you place a near-term order, it’s always a good idea to get in contact with the ticket seller that you purchased from to confirm the delivery process.

Will my seats be together?

All seats are guaranteed to be together unless explicitly stated otherwise in the seller notes on the ticket listing. Seats that aren't together must be advertised as being "piggybacked" or "split" above a certain purchase quantity.

Why aren't seat numbers listed for the tickets?

Ticket sellers don't advertise seat numbers publicly for various reasons. This may be to protect their privacy (if they are season ticket holders) and/or to prevent double-booking of tickets by multiple customers. Specified ticket listings (seat by seat) would result in numerous customers buying the same exact seats at the same time.

I have not received a confirmation for my ticket purchase, what should I do?

When you purchase online through this site you should receive an email within a few minutes confirming your purchase to the email address entered on the purchase page. Occasionally you may have trouble receiving this confirmation email.

The first thing to do is to check your spam box in your email in case the email has been filtered and wrongly stopped as spam, which can happen sometimes.

Second, please make sure that if you have multiple email addresses you are checking the inbox for the email address you entered on the purchase form.

If after checking these items you still have no trace of the email, but have printed a copy of the purchase screen, please check carefully that you entered the correct email address. If you have the booking reference number please fill in the contact form below to enquire about your purchase.

If you didn't make a copy of the purchase page and do not have the booking reference number then please fill in all your details and we will help re-issue a confirmation email. We ask that you check with your credit card company for the name of the merchant that has charged your card for the tickets as this will greatly speed up our ability to respond to your request.

Please make sure that you include all the relevant information in the contact form to enable us to track the bookings. Dates, number of tickets, show name, venue and your full name are essential.

What happens if my tickets are lost or stolen?

Tickets are generally one-of-a-kind, irreplaceable items that can rarely be re-accessed or re-printed. The purpose of these restrictions is to prevent ticketing fraud via multiple printings of the same ticket. If you do lose your tickets, you should nevertheless try contacting your seller asap to see if it is possibly to re-access or re-print them.

Where do the sellers get their tickets?

The sellers listing through www.theatrelandamerica.com access tickets for events in various ways. Some sellers purchase tickets through box offices (like other customers) whereas other sellers access tickets through third-party suppliers and other resellers. Many sellers even belong to special fan clubs and, as a result, have access to presale tickets that the general public does not. Sellers may also have special deals with sports teams, band managers, or event promoters.

Is my transaction safe?

www.theatrelandamerica.com is completely PCI Compliant and is tested daily for computer security. We also have the latest fraud protection technology installed in our system so as to ensure that you have a secure buying experience.

How can I contact you?

www.theatrelandamerica.com is part of the Theatreland Collection:

Theatreland Ltd
64 Kimber Street, London, SW18 4PP, United Kingdom.
Company number : 6859176
Telephone: (800) 430-8903

How are my tickets shipped?

The various sellers who list tickets on www.theatrelandamerica.com ship tickets via FedEx due to security and customer service concerns. Tickets, like money, are one-of-a-kind items that can’t often be reprinted or replaced if lost in the mail. The speedy and secure delivery provided by FedEx ensures that tickets will arrive promptly after they are shipped.

Will a signature be needed for my ticket package?

Yes, we generally expect the sellers who list tickets on our exchange to require a signature for ticket delivery. This is to ensure that the tickets are physically received by someone rather than left out in the open. You can contact your seller directly if you have concerns about the signature requirement.

Can I ship to a P.O. Box?

We require the sellers on our site to make use of FedEx for ticket shipment concerns, but FedEx can't ship to PO Boxes. So, if you have a PO box as your shipping address, your tickets will be shipped to our corporate office and then shipped out via USPS.

When will I receive my email tickets?

Some sellers may list their tickets have being available for email delivery, but this doesn’t mean that tickets will be emailed immediately. Some venues don’t electronicize tickets until closer to the event and some sellers also wait to electronicize tickets until after receiving a ticket order.

How do I access US event tickets if I’m an international customer?

There are three main ways to access event tickets for US-based events if you’re an internationalcustomer:

1) Order tickets and input a US-based shipping address: You should use this option if the event is more near-term in nature and you could potentially have the tickets shipped to a friend’s house in the US or even a hotel, prior to your arrival.

2) Order tickets marked as being available for will call, email, local pickup (etc): Tickets are onlyavailable using one of the above methods if that method is specifically advertised on the listing notes and/or during checkout.

3) Order tickets and input your home address for shipment: You should use this option if the event concerned is a while away and thus likely to ship before your travels. Please note that you can always contact your ticket supplier directly to provide an alternate (US-based) address (if needed).

Why are similar tickets different prices?

The tickets listed on our nationwide exchange are all being listed by different sellers who havedifferent perceptions about seating worth. This means that tickets in the same (or in a similar) section might well be valued differently by their sellers. For example, one seller may price tickets at $50 each and another may price similar tickets at $65 each. It’s therefore wisest for customers to buy their tickets based on the stated location rather than price.

Why can’t I purchase a certain quantity of tickets?

Sellers prefer to list tickets at least in pairs so as to increase the chance that they’ll be able to sell all the tickets in a listing. Entertainment events are social occasions that people usually attend with friends or family. Single tickets are notoriously hard to sell and so sellers try to avoid being stuck with them by buying and selling tickets in larger quantities.

What is Zone Seating?

Zone seating is a recent introduction in the secondary ticket market that borrows entertainment trends from Europe. The seating itself involves venues being geographically divided into various chunks according to a visual model. The chunks concerned are often dubbed “Zones” and randomly drawn and marked with varying creativity. (Zones could be labeled as A, B, C or GOLD, SILVER, BRONZE or any such system of categorization.) Event-goers are then given options to purchase seats based solely on their Zone location. (Some sellers will choose to specify seating location in greater detail in their ticket notes.)

What is an E-Ticket?

E-Tickets are printed on paper, unlike hard tickets which are printed on cardstock. These paper tickets will have a barcode and will be valid for entry into an event.

What is a Paperless Ticket?

Paperless tickets aren’t like traditional paper tickets and they don’t involve having a physical ticket in hand. Ticket purchases are instead associated with the credit card originally used for a ticket purchase. This credit card has to be swiped for entry into the venue. Customers access events using paperless tickets by being escorted into the event by a representative from the seller (the original purchaser of the ticket) or by being provided with the credit card used by the seller for the original ticket purchase. Either way, you must have the card; no card means no entry.

What is a Flash Ticket?

Flash tickets are a new innovation used for ticket distribution by event promoters. Event-goers with “flash” tickets access their tickets by swiping a credit card (the one used for the original ticket purchase) at a venue kiosk. This kiosk will then print out a ticket receipt that the event goer can present to venue personnel as a means to gain entry to the event. Customer should contact their seller directly with any additional questions about flash ticketing.

Do I have to pay sales tax?

Taxes on tickets vary substantially from state to state and even between localities in various states - an ever-changing situation. This means that local and/or state taxes are not calculated on our checkout page during the purchase process. Ticketing taxes are based on the location of the ticket seller supplying an order and most prevalent in Texas, Chicago, California, Michigan and Canada.

Are ticket orders charged in US dollars?

Almost all ticket orders placed through www.theatrelandamerica.com are charged in US dollars. Please note that exchange charges (if applicable) for non-US customers may apply to ticket orders placed through www.theatrelandamerica.com.

What happens if an event is postponed?

Postponed events mean that the event tickets possessed by a customer will be valid for the new date of the event concerned. Please note that event postponement does not automatically entitle you to a refund of your ticket purchase. This is even true in those rare cases when primary sources may offer refunds for postponed events. Please also note that event cancellations are considered postponements until cancellation is officially announced.

What if the event is cancelled or never occurs?

Cancelled events (including never-played sporting events) entitle customers to a full refund (minus shipping charges) of their order total. You should contact your ticket seller directly for further information about any proposed refund. Ticket sellers are the ones who charge customer credit cards and thus are responsible for refunds. Please note that some sellers may require customers to return any provided tickets before a refund is issued so do ensure you use a registered post service to do so.

Can I cancel an order after it is placed?

No. The ticket sellers who sell tickets through our nationwide exchange are not able to cancel orders and offer refunds. There is a standard all-sales-are-final policy across both the primary and secondary ticket market. The reason for this is because tickets are time sensitive items with strict limits on their value. Sellers may not be able to sell any returned tickets or may have to sell them for less money. The end result is that the ticket supplier ends up losing money as a result of the ticket return.


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