How can I get in contact with the Customer Service department?

You can reach our customer service department by e-mail or telephone. We are available to answer phone calls during our normal business hours (Monday – Friday; 9am – 6pm CST). If it is outside of business hours, you can send an e-mail to: stores@allaccesstoday.com

How long will it take to get my order?

The delivery of your order depends on the availability of the product ordered and the method of shipment. All orders (excluding pre-orders) are immediately sent to the shipping department and processed.

I entered the shipping address incorrectly or ordered the wrong item. What do I do now?

Since all orders are immediately sent to the shipping department and processed, we cannot stop the order. If you contact us immediately after placing the order, at 1-866-ALL-ACCE(ss), we will try to modify the order before it ships. However, if the order has already been shipped, we will be unable to modify the order.

I changed my mind, and wish to cancel my order. How can I do that?

All orders (excluding pre-orders) are immediately sent to the shipping department and processed. As a result, you will not be able to cancel the order before it ships out. Once the order has been shipped, it cannot be cancelled and you will need to follow the procedures for a return.

I ordered a pre-order item along with other merchandise. Why haven’t I received anything?

Unfortunately, we cannot ship multiple packages. Any items ordered with a pre-sale will not ship until the pre-sale release date.

I ordered a pre-order, but it is not scheduled to release for awhile. Why was I already charged?

To secure your item, our system automatically charges your card. In purchasing a pre-order, the item is held for you. We do our best to get you the item by the release date, but that is not always guaranteed. The item will ship on or around the release date.

How do I return products for a refund?

Please refer to the return/exchange policy listed in the terms and conditions. We will be happy to return or exchange any items that have not been washed or worn within 30 days of purchase. We cannot accept returns or exchanges of opened media products (CDs, DVDs or videos).

My card keeps getting declined. What is going on?

There are 2 main reasons that your card would be declined:

1. AVS Mismatch – The system did not match the credit card address to the address entered. Make sure you typed the billing information in the correct area, and you entered the address exactly as it appears on your credit card bill.

2. Transaction Declined – The bank has declined the card. Either there is a hold on the card or insufficient funds. Please contact your back for more information.

Why do I need to create a log in and password?

For your convenience, the system will save your order history, primary billing, and primary shipping address. Your credit card information is secure, and is not saved.

When will my charge be processed?

When you make a purchase, the charge is processed immediately. Depending on the financial institution, charges can take up to 3-5 business days to appear on your account. Note: All prices are in US Dollars unless otherwise specified.

General Ticketing Questions

What does "Will-Call" mean?

Will-Call tickets can NOT be printed and must be picked at the venue the day of the show. You will need a photo ID to pick up "Will-Call" tickets.

When will my tickets be delivered?

First double check your receipt, we will still include your billing/shipping address on your receipt if they are Will-Call (non-deliverable) or eTickets (print-at-home).

If you actually ordered delivery tickets, your tickets will ship at the latest TWO WEEKS prior to the concert date of the tickets. When tickets are mailed, they are sent via UPS or FedEx and you should receive a tracking number to your email on the order. This email may end up in your junk/spam mail.

Since we use UPS/FedEx we can NOT ship to PO Boxes. In the case that you do enter a PO Box, one of our representatives will contact you for a different address.

Can I change the way I receive my tickets (i.e. Will-Call, Delivery, eTickets)?

Unfortunately, certain venues only offer certain types of tickets (i.e. Will-Call only, eTickets, etc) so we are only able to offer what is requested by the venue.

We realize that your plans can change last minute, and although we do not offer refunds or exchanges, we can do Address or Name changes. Please contact us for these Change forms.

Is it better if I order my tickets over the phone with a customer service representative rather than do it myself online?

Although our customer service team loves talking with our customers, we cannot get you better tickets than if you ordered online from your own computer

Getting better seats, depends on the other customers ordering at the same time. If a person that may have better seats than you, leaves their computer unattended and it "times out" their checkout session, those tickets are then released back so you (or anyone else ordering) can purchase them.

For Fan Club pre-sales, our team needs to verify that callers are in fact Fan Club members, this can take longer than if you logged into your Fan Club website and clicked the pre-sale link.

For all other questions please email support@allaccesstoday.com

VIP Questions

I bought my VIP Package for my child (or my friend), how do I get the name changed?

Contact vip@allaccesstoday.com for a name change form to change the name on the VIP Pre-Party Passes (if applicable). If you purchased through Ticketmaster, you will also need to put in a request at vip.tickets@ticketmaster.com to change the name on the actual tickets since all VIP tickets are will call through Ticketmaster. You will need to do BOTH, before the name change can be processed. Please Note: Name changes will not be processed within 7 days of a show. While we will do our best to work with our customers, We never can guarantee that a venue will allow a name change. It is strictly up to the venue.

I’m arriving late and will miss the VIP Pre-Party. How do I get my tickets?

All tickets will be at the will call box office. You just stop by there and show a valid Photo ID to collect the tickets when you arrive.

I didn’t get the email with my party details, fan club activation code, etc?

Please first check your junk mail as it is common for our emails to go to your junk folder. If you still cannot find it, please contact vip@allaccesstoday.com with your order # and we will resend these items to you. Codes are usually sent out 10-15 days after you purchased and Party Details are sent out 3-5 days prior to your show.

Can I get a refund on my VIP Package?

VIP Packages are non-refundable. Depending on the situation we will always try to do our best to work with our customers to find an alternate solution. Please contact vip@allaccesstoday.com for further information.

My VIP tickets are will call. Why can’t I get them before the show?

Because most of our VIP Packages for our clients involve a VIP Pre-Show Party, we ask that the tickets be will call. This allows for no issues of fans losing their tickets and being delayed attending the VIP Party. It also allows us to control making sure that the tickets are not scalped.

I can’t go to the concert anymore, Can I resell my VIP Package?

Normally VIP Packages are non-transferable. We always work with our customers to find an alternate solution. If you do sell your VIP Package, you will need to prove that you sold it for less than or equal to what you paid for the VIP Package in order to do a transfer. All transfers must be done at least 1 week in advance of a show. No name changes will be accepted within 7 days of a show.

Please contact vip@allaccesstoday.com with any further questions or call: 512-302-4000 and ask to speak to someone about VIP Packages.

General Questions

For all questions please email support@allaccesstoday.com.

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