Please note, information on FAQs is subject to change.

Q: Does this package have a minimum age? 

A: Most shows are open to guests of all ages. However, the age policy varies with each venue. You can typically find the age policy via the “more information” button on the ticketing page, but if it is not there, you may also refer to the venue’s website for details regarding your specific event.

Q: Can I acquire Accessible Seating as part of a VIP program?  

A: Most venues offer accessible seating areas to accommodate their guests. Availability and type of accessible seating tickets will vary based on each venue’s policies and/or the type of event taking place. If you would like to inquire about accessible seating as part of a VIP program, please contact the venues box office directly to receive more information on possible locations.  

Q: Can I purchase a VIP Package at the Box Office? 

A: No, VIP Packages will not be available for purchase at the Box Office. You must purchase online ahead of time. 

Q: When can I check in as a VIP guest? 

A: While the exact time varies with each show, VIP check-in will generally occur about 1-3 hours before the main show starts. We will provide the specific times and check-in location for your show in our informational email about 2-3 days before the concert. Please refer to those confirmed times when sent to you. The email will come from [email protected]. Be sure to check your spam folder! If you have not received this email within 24 hours of your show please contact us directly.  

Q: Where will I receive my tickets? 

A: During the purchase process, you will have the option of choosing to have your tickets shipped or emailed to you before the show or pick them up at Will Call. If you choose to have your tickets shipped or emailed to you in advance, you will still need to check in with us at the event to ensure you get to take advantage of all the perks that come with your package! If you choose to pick up your tickets at Will Call, please be sure to stop by the venue box office to retrieve your tickets prior to meeting us at VIP Check-in. As it gets closer to the event the ticket purchaser will receive an informational email including the exact time and location for VIP check-in. Please bring valid photo identification, and stay tuned for that email! 

Q: Will my merchandise be shipped to me directly or picked up on-site? 

A: Merchandise distribution varies by tour. The informational email sent prior to your tour date will note whether merchandise is to be picked up on-site or shipped directly to guests. If your merchandise is being shipped, you will receive an email with merchandise redemption codes to redeem your merch packages. If you purchased your VIP package from Ticketmaster, you should have received an email with instructions on how to place an order by redeeming unique code(s). Please be sure to check your junk/spam folder for this email and look for [email protected] as the sender. If your purchase was NOT from Ticketmaster, you will receive a separate email from "[email protected]” in the upcoming days with instructions and code(s). Your merchandise is not guaranteed to arrive prior to the show and is not needed to take advantage of any other VIP elements included in your package. 

Q: If I’m unable to make it to VIP Check-in during check-in hours, and my merchandise was provided on site (not shipped directly) how can I receive my merchandise? 

A: All merchandise must be redeemed on site at our VIP Check-in. Unfortunately, we are unable to ship out any merchandise post-event. 

Q: My package includes a t-shirt, what sizes do you offer? 

A: Our t-shirts are unisex. Sizing typically ranges from S to XXL.  

Q: Is there a secure space where I can leave my merchandise during the show? 

A: Once you receive everything at check-in, you may have the opportunity to bring the items back to your car before entering the concert venue. We cannot guarantee this, though, as it ultimately depends on the venues re-entry policy.  

Q: Can I upgrade to a VIP package if I already purchased a regular ticket? 

A: Our ability to upgrade depends on a few different factors – availability, the venue, and date of contact – but please reach out to our guest services team at [email protected] to inquire about any upgrade availability, and we’d be happy to discuss your options with you!

Q: What currency will I be charged in?

A: For VIP upgrades, all package prices will be in USD. If you are purchasing a full ticket package, please refer to the ticket agency for more information. 

Q: The people attending the concert with me may be arriving late. How would they get their tickets, merchandise, etc.? 

A: The original purchaser will check in for all package materials, and he/she will then be able to distribute accordingly. Thus, we advise for your whole party to come to VIP check-in at the same time to make it quick and easy. 

Q: I purchased a package as a gift, but I will not be in attendance. How can my friend and family member pick up their ticket on my behalf? 

A: You can do what is called an alternate pick-up! Simply provide the new guest with a photocopy of your photo ID, and a note authorizing the new guest to check in for your order. These items can be digital copies or photos on a cellphone. As long as the new guest has these items, in addition to the show ticket(s), they will be able to check-in for the order without you being present. Please note that the informational email regarding check-in (and any additional email correspondence from us) is sent to purchasers only, so you will need to forward any emails to the new guest. 

Q: What is an on-site VIP host?  

A: The on-site VIP host is an extension of our Guest Services team. They will be available for any questions or concerns that may arise during the VIP program. 

Q: What if I change my mind and don’t want my package? 

A: All packages are non-refundable. Please refer to the Purchase Policy for complete details.