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FAN FAQ

>> frequently asked questions <<

tickets

  • When will I receive my tickets?
    Generally you will receive your tickets 7–10 days prior to any event. If your tickets are for a show in the US, you be notified via email once your tickets have been mailed. If you have not received your tickets within five business days of your event please contact us or call 212-420-8500 (for US shows) or +442079385536 (for UK/EU shows) for automated instructions.

    PLEASE CALL OR EMAIL NO LATER THAN 2 BUSINESS DAYS BEFORE YOUR EVENT TO ALERT US THAT YOUR TICKETS ARE MISSING. IF YOUR EVENT IS ON A FRIDAY, SATURDAY, OR SUNDAY, PLEASE CONTACT US NO LATER THAN THE THURSDAY BEFORE THAT WEEKEND. IN ORDER TO GUARANTEE ENTRY TO YOUR SHOW YOU MUST CONTACT PRIOR TO THE DAY OF YOUR SHOW.

    PLEASE CALL OR EMAIL NO LATER THAN 2 BUSINESS DAYS BEFORE YOUR EVENT TO ALERT US THAT YOUR TICKETS ARE MISSING. IF YOUR EVENT IS ON A FRIDAY, SATURDAY, OR SUNDAY, PLEASE CONTACT US NO LATER THAN THE THURSDAY BEFORE THAT WEEKEND. IN ORDER TO GUARANTEE ENTRY TO YOUR SHOW YOU MUST CONTACT PRIOR TO THE DAY OF YOUR SHOW.

  • How are tickets shipped?
    Tickets are shipped via first class mail. Please be on the lookout for a plain white envelope with a New York City return address.
  • Why does it take so long to receive my tickets?
    A presale must be closed and off sale before the tickets are sent from the promoter to Artist Arena. Once we receive the tickets, they are mailed to you right away.
  • My tickets were set up as Will Call. What do I need to pick them up?
    Will call tickets are available at the venue’s box office an hour before doors open on the day of the event. You need to have a copy of your ticket purchase confirmation email and a valid photo ID to pick them up. Tickets designated as Will Call method of delivery will only be able to be picked up by the person WHOSE NAME IS ON THE ORDER. Pick–up name changes will NOT be permitted. If you are purchasing tickets for someone other than yourself, THAT PERSON’S NAME must be entered as the BILLING Information of your order at the time of purchase.
  • I did not receive my order confirmation email. What should I do?
    Please make sure you enter a VALID EMAIL ADDRESS when placing your order. Check your spam or junk email folder. If you can still not find your confirmation please contact us. Your email confirmation will be re–sent to you.
  • The event is listed as "Presale Sold Out". Does this mean there are no tickets left for the show?
    No, this does not mean the entire show is sold out. This means that Artist Arena has no more presale tickets left to sell. Please check with the venue’s website or Ticketmaster for tickets to the general public on sale.
  • Can I cancel my order?
    You may not cancel your order. All sales are final. There are no refunds or exchanges for any reason.
  • If I call the Artist Arena customer service number can I purchase tickets over the phone?
    Sorry, Artist Arena does not sell tickets via phone. You must purchase tickets online.
  • Can you help me locate the venue where my show is being held?
    Artist Arena only sells pre-sale tickets. We are not the venue. For directions to the show please contact the venue directly or visit the venue’s website.
  • How do I purchase accessible seating?
    If you require Accessible Seating, please purchase Non-Accessible tickets in the quantity and pricing that you would like. After you have purchased your tickets, please fill out this form and a representative will contact you to coordinate transferring the purchased locations to Accessible Seats.

    PLEASE NOTE: ADA requests can be accommodated during active pre sale period. Once the presale period has ended, please purchase accessible seating tickets through the on-sale venue ticketing site.

    *Active pre sale period expires once general on sale begins

    *Please remember to first purchase Non-Accessible tickets in the quantity and pricing that you would like and then contact us.

  • What forms of payment do you accept?
    We accept MasterCard, Visa, & American Express.
  • What are your business hours?
    Our office is open Monday through Friday between 10:00 am and 6:00 pm Eastern Standard Time. If you are trying to contact us after hours, please leave a message or contact us and your call will be returned the next business day.
  • I am trying to purchase tickets online and receiving errors. What do I do?
    Please make sure you are using the most up–to–date version of Internet Explorer or Mozilla Firefox. You may need to clear your internet cookies and cache and restart your browser.

    vip packages

    fan club

    • When will I receive my membership package
      If your membership level includes a premium item, the average time it takes a member to receive their membership package is 6 - 8 weeks.
    • Am I able to cancel my membership for a refund?
      Unfortunately there are no refunds offered for previously accrued charges, as details are stated at the time of registration into the fan club.

      As stated in our terms of use: "Except to the extent applicable law provides otherwise, all sales through the Site are final, and all charges from those sales are nonrefundable, except as otherwise expressly set forth in this Agreement. We or our third party designees may automatically process charges against your selected payment method on the receipt page. We or our third party designees will inform you if all or any portion of your order is canceled or if additional or different information is required to accept your order.”

    • Can I pay for my membership with a check or money order?
      At this time, our fan clubs are accepting only credit card payments (Visa, Mastercard and American Express) and Paypal for membership dues.
    • How do I contact the Fan Club Support Staff?
      Please click here to contact the fan club support staff. Please be sure to include details of the specific fan club you are a member of.

    Redemptions: Music Product

    If you purchased a ticket bundle that included a physical or digital music product, you should receive an email within 7 – 10 business days that will include redemption instructions. If you do not receive this email after 12 business days, please contact customer service with your name, order number, email and the date you placed your order.

    Digital Redemptions

    • How do I download and play my digital music?

      1. Click the Download Link Once your order has been completed, you will be sent to the order confirmation page. Below your Order Confirmation number, you will see a Downloads section, and a link to "Click to Download". Clicking this link will download the Zip folder onto your computer. This may take a few minutes to finish (or longer for a Video or HD file).

      2. Unzip Once the download has completed, located the folder on your computer (Most likely this will automatically go into your Downloads folder if you don't choose a different destination). Note: this is a Zip file that will need to be unzipped. If you don't have the software for this, you can download WinZIP or 7-Zip for Windows, or Zipeg for Mac. On a PC: You can right-click on the Zip folder, choose extract all. Or open in your Unzip utility.

      3. Play You can Double click the Song(s) to open in your default music program (iTunes or Windows Media Player). You can also open the program and drag the tracks in to play them or add to your library. If you purchased a HD or Flac download, iTunes and Windows Media Player do not support this format. We recommend VLC Player, which supports all music and video file formats.

    • What if my download link doesn't work?
      Please reach out to Customer Service through our Contact Us section on the artists’ store page, or email the customer service team here, and we will make sure you get your music as soon as possible!

      Please Note: if you ordered a product with a future release date, you will not receive the download link immediately. You will receive an email with the download link on the release date. You can see the Release Date on your order confirmation.

    • Can I download directly onto my handheld device (such as iPhone or blackberry)?
      Unfortunately, at this time we do not support this download option. You will need to download your tracks onto a computer and import them onto your handheld device. Consult the FAQ's above for your specific device for help on importing the tracks.

      For an iPhone, iPad, or iPod: You can first download the music to your computer, open the MP3's in iTunes, then sync the device with your computer to add the music.

    • What if I forget to click the Download Now button right after I complete my order?
      Unfortunately, at this time we do not support this download option. You will need to download your tracks onto a computer and import them onto your handheld device. Consult the FAQ's above for your specific device for help on importing the tracks. You will receive an e-mail order confirmation that will have a link.
    • What if my download process is interrupted?
      If the track download is interrupted for any reason (i.e. knocked offline, hit wrong button), you can return to the original Download Now link and start the process over.

      CD / Physical Redemptions

      Please Note: if you ordered a product with a future release date, you will not receive the product immediately. You will receive your product on or around the release date. You can see the Release Date on your order confirmation. If redeeming a physical music product / CD following the album’s release date, please allow 7 - 10 days for delivery.

      • Q: What if I receive more than one code in my redemption email? How can I claim multiple CDs?
        Depending on the offer, you may be entitled to redeem one (1) music product for EACH ticket / bundle offer. If that’s the case, you will receive the appropriate number of codes in your redemption instructions email. You can redeem up to 4 codes at once by clicking “Add Another Code” on the offer redemption page. Please note that multiple CDs requested on this page must all ship to the same address, but you can also forward any of your codes to your friends so that they may redeem a CD and have it shipped directly. Each code can only be used once.
      • What if my bundle CD arrives damaged?

        If you have received damaged, defective or incorrectly shipped merchandise, please return the product within 30 days of receipt following the Return/Exchange Instructions below. We will gladly replace the merchandise without additional charge, or provide you with a full refund.


        Please include the following with your return:
        Your mailing address
        Your phone number
        Order confirmation number
        What you are returning and why
        How you would like us to handle your return or exchange

        We highly recommend that the items be returned to us using a mail service which provides tracking or insurance.


        Mail to:
        Artist Arena c/o Cinram
        ATTN: Returns Door #1
        437 New Sanford Rd.
        La Vergne, TN 37086

        Once your return has been received by us, we will exchange your item or credit your credit card accordingly (depending on the terms of the original transaction). Please allow 3-4 weeks for your return to be processed.

        Non-Returnable Items


        Unfortunately, we cannot accept returns on the following items:
        Any apparel item that has obvious signs of use
        Any CDs or vinyl records that have been opened (taken out of its plastic wrap) unless it is defective
        Downloadable media or software products (except if you’ve accidentally purchased multiple downloads of the same product)
        Any item that is not in its original condition, is damaged, or is missing parts for reasons not due to our error
        Any product missing the serial number or UPC
        "Final Sale" items
      contact

      We're looking forward to hearing from you!

      If you have a question about ticketing or VIP package purchases, album bundles, store purchases or fan club memberships, please check out our faq.