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.
No, cancelations are not permitted after an order has been placed for any reason. Once an order is placed, all sales are final. Orders are considered final once a client hits the 'Submit' button when they order.
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. We also accept PayPal on most orders.
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.
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.
An Order Request is simply the request you place for tickets you’ve found listed on our site. When you receive your Order Request email, we are acknowledging receipt of your request, but are still in the process of verifying that these specific tickets are still available. An Order Confirmation email means that the tickets have been confirmed.
Most orders are confirmed within a few hours, but we ask that you allow us 24-48 hours to process your order request. If the event is day of or within 48 hours, your order will be a priority and confirmed shortly after submitted.
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.
We guarantee your tickets will be 100% authentic and will be delivered in time for your event. We also guarantee that the tickets you purchased will be seated together. Finally, we guarantee that the tickets you receive will be in a section and row equal to, comparable to, or better than the section and row listed in your order.
Tickets will be shipped two weeks prior to your event. We will contact you via email in advance of ticket shipment.
All orders are shipped via UPS or Federal Express and will require a signature. We require a signature upon receipt to ensure that your tickets arrive safely and that their location can be tracked at any time. It is your responsibility to track your package and to arrange that someone be available to accept the package, or to contact the designated carrier for redelivery or pickup.
- Make sure your tickets match what you ordered. If anything is wrong, contact us within 3 days. Below are answers to some common questions regarding your tickets:
- A) Are these ticket printouts OK?
- A supplier may have sent you printed copies of electronic tickets. Printed tickets are still 100% guaranteed, just as if you'd printed them yourself.
- B) Is it OK if the ticket is printed with someone else's name?
- Yes. The name on the tickets does not matter, as the venue will only scan the barcodes on the tickets.
- C) Is the amount I see on the ticket really the face value?
- You may have paid more (or less) than the face value that is printed on the ticket. Ultimately, supply and demand determines successful sale prices.
- D) What if the start time on the ticket is different from my order confirmation?
- The event start time may have changed since the ticket was printed. Event time changes are fairly common and can be due to scheduling conflicts at the venue, television coverage, and many other reasons. It is the customer’s responsibility to confirm event times with the venue prior to attending your event. On Location is not responsible for events missed because of time changes.
If your tickets do not arrive at least three days prior to the event, please contact us immediately. Have your order number ready and we will help you locate your tickets.
Provided the tickets have not already shipped, you may be able to change the shipping address on your order. You may be required to fax us an authorization letter which includes a photocopy of your driver's license and credit card. Please contact us immediately to request a change of shipping address.
No, you will not receive a refund nor replacement tickets, but, many times, the original ticket will be valid for entry to the rescheduled date. It is the ticketholder’s responsibility to find out the details regarding an event that is officially rescheduled, rained out, or postponed for any reason including unavoidable acts of nature.
If you purchased event or travel insurance through Allianz Partners, visit their website for more information about submitting a claim. Also visit Allianz Partners’ event ticket FAQs page for assistance with your ticket package and the travel insurance FAQs page if you purchased a hotel or travel package.
If you purchased event or travel insurance through Allianz Partners, visit their website for more information about submitting a claim. Also visit Allianz Partners’ event ticket FAQs page for assistance with your ticket package and the travel insurance FAQs page if you purchased a hotel or travel package.
After the event has been officially cancelled, you will receive notification on how to obtain your refund should you be entitled to one. Please refer to our Purchase Policy for more information concerning refunds.
If you purchased event or travel insurance through Allianz Partners, visit their website for more information about submitting a claim. Also visit Allianz Partners’ event ticket FAQs page for assistance with your ticket package and the travel insurance FAQs page if you purchased a hotel or travel package.
If you purchased event or travel insurance through Allianz Partners, visit their website for more information about submitting a claim. Also visit Allianz Partners’ event ticket FAQs page for assistance with your ticket package and the travel insurance FAQs page if you purchased a hotel or travel package.
Lost or stolen tickets: (a) will not be replaced; (b) will not have location slips issued in replacement; and (c) cannot be replaced under any circumstances. In light of this, we urge you to please safeguard all tickets and handle them as you would handle cash.
If you purchased event or travel insurance through Allianz Partners, visit their website for more information about submitting a claim. Also visit Allianz Partners’ event ticket FAQs page for assistance with your ticket package and the travel insurance FAQs page if you purchased a hotel or travel package.
If you purchased event or travel insurance through Allianz Partners, visit their website for more information about submitting a claim. Also visit Allianz Partners’ event ticket FAQs page for assistance with your ticket package and the travel insurance FAQs page if you purchased a hotel or travel package.