Frequently Asked Questions

On Location has staff available to assist you 7 days a week. Our business hours are as follows:
Monday – Friday: 9:00AM – 7:00PM EST
Saturday: 10:00AM – 5:00PM EST
Sunday: 10:00AM – 5:00PM EST
Toll Free Number: 1.800.591.9198

All payment information is collected via our secure server. Credit card details are encrypted to keep them safe from unauthorized parties. Our web servers are protected by state of the art firewall technology to prevent hackers from accessing customer and payment details.

Your payment details will be collected on a secure page that uses SSL encryption. You will be able to independently verify this for yourself by looking for the following items:

You will see that during the checkout process and particularly when prompted for your credit card details, the internet addresses for those pages begin with “https://” instead of “http://”. The “s” is short for SECURE and is the standard abbreviation used on all secure websites.
Your web browser (Internet Explorer or Netscape) will also display a padlock or golden key ( ) along the bottom of your browser window. This means the page is secure.

If you use assistive technology (such as a Braille reader, a screen reader, or TTY) and the format of any material on this Web site interferes with your ability to access information, please contact us at accessibility@onlocationexp.com. To enable us to respond in a manner most helpful to you, please indicate the nature of your accessibility problem, the preferred format in which to receive the material, the Web address of the requested material, and your contact information.

We accept all major credit cards: MasterCard, Visa, American Express, and Discover.

You will receive an Order Request email acknowledging receipt of your request to place an order for the tickets you have selected. This email does not confirm or guarantee ticket availability. At this time, your credit card will only be authorized for the order amount.
Once tickets are confirmed available, you will receive an Order Confirmation email acknowledging that your order has been processed. At this point, your credit card will be charged for the previously authorized amount.
You will receive a final Order Shipped email acknowledging that your order has been shipped via the UPS tracking number provided.

If the tickets you requested are no longer available we will make every attempt to find similar or better seats at no additional cost to the customer within the price range of your original purchase and current market value for suitable replacements at the sole discretion of On Location. If a replacement ticket is found within these parameters, your order will be automatically upgraded.

If there are no tickets available in the same price range, we will notify you via phone and email. In most cases, we will be able to offer other available options to you. In some cases alternate options may not be available and your order may be subject to cancellation.