FAQ
FAQ
When purchasing you can provide the name of the person who is going to attend VIP (will call name) by adding his or her name to the order notes section. Please note that a photo ID is required for check-in. Name edits after an order has been placed are not allowed.
WHAT IS AN UPGRADE?
A VIP Upgrade gives you the option to purchase a VIP experience after you’ve purchased a CONCERT ticket from an official ticketing vendor (Adventures in Wonderland does not sell CONCERT tickets separate from VIP ticket bundles). Upgrades do not include a ticket to the show.
If you upgrade on our website, you must already have a concert ticket from an official ticketing vendor. Please note that we are unable to make changes or upgrade a VIP package if you purchased your VIP Package on a platform outside of thirtysecondstomars.com. We are only able to upgrade packages purchased directly on our site (thirtysecondstomars.com). However, VIP Packages purchased on a payment plan that has not been paid off yet cannot be upgraded or edited.
WHAT ARE THE DIFFERENCES BETWEEN THE PACKAGES?
Each package and its inclusions can be found on their respective links.
WHY HAS MY PACKAGE PRICE CHANGED?
Based on demand, pricing of some packages may change without notice.
ARE ADVENTURES IN WONDERLAND VIP PACKAGES LIMITED?
Yes, all VIP packages are limited and may sell out.
WHAT IS VIP CONCIERGE?
VIP Concierge is the on site host who greets the VIPs, answers any questions, and makes sure everyone is having a great time.
CAN I ATTEND THE VIP PROGRAM WITHOUT HAVING A CONCERT TICKET?
You MUST have a concert ticket to attend an Adventures In Wonderland VIP program. All VIP packages state whether a concert ticket is or is not included prior to purchase. If your VIP package does not include a concert ticket you must purchase one separately from an official ticketing vendor.
WHAT TYPE OF PAYMENT METHODS DO YOU ACCEPT?
We accept all major credit and debit cards (Visa, Mastercard, American Express, Discover) unfortunately we have no other payment methods at the moment. In case we are able to do on site sales we will announce it before the show.
CAN I PAY IN A DIFFERENT CURRENCY?
Yes, your credit card provider will automatically convert the equal amount of your preferred currency to the currency listed on our website for your VIP package of interest. Please contact your credit card provider for assistance on conversion rate and fees for international transactions.
IF I DON’T HAVE A CREDIT CARD, CAN I RESERVE A PACKAGE TO BUY AT THE VENUE ON THE SHOW DAY?
We cannot take reservations for VIP packages. Based on availability, there may be VIP packages offered to purchase at the venue on the show day, but they cannot be reserved in advance. You can find updates and notifications about availability on our socials and website!
I MADE A TYPO IN MY EMAIL ADDRESS AT CHECKOUT. HOW CAN I GET MY ORDER CONFIRMATION?
Please contact our customer support info@adventuresinwonderland.com with your order number and we will update your email address and resend the order confirmation to you.
I HAVE NOT RECEIVED MY ORDER CONFIRMATION WITH THE ORDER NUMBER (PURCHASE RECEIPT), WHAT DO I DO?
Please also check your spam folder, if it is not there contact info@adventuresinwonderland.com with your order number (if applicable) for assistance. Only you may be aware of any problems that may occur during the purchase process. We will not be responsible for losses (monetary or otherwise) if you assume that an order was not placed because you failed to receive confirmation.
DO YOU SHIP MY VIP PACKAGE TO MY HOME ADDRESS?
No, Adventures in Wonderland packages are Will Call only, unless stated otherwise. This means you will collect your VIP package on the day of the show at VIP check-in.
WHAT DO I NEED TO COLLECT MY VIP PACKAGE?
You will need to show your photo ID and the receipt/order confirmation with the order number.
WHAT IS WILL CALL NAME?
The Will Call Name is the full first and surname as shown on the photo ID of the person who will be checking in at the VIP event on the day of the event. This person must bring the receipt to check in along with their own form of photo identification. A photo ID can be a passport, driver’s license, school ID, or any official documentation with the person’s full name and photo. The Will Call Name must match the name on the photo ID. You will collect your VIP package on the day of the show at VIP check-in. There’ll be no shipping to your home address.
CAN I CHANGE THE WILL CALL NAME POST-PURCHASE?
No, Will Call Name edits will not be accepted.
CAN I BUY A VIP PACKAGE FOR SOMEONE ELSE?
Yes, please add the participant’s full name to the order comments section. The participant will need to show his / her photo ID and the receipt with the order number on the day of the show. Will call name edits cannot be made afterwards.
CAN I EXCHANGE MY TICKETS FOR ANOTHER SHOW DATE?
Adventures In Wonderland packages are non-exchangeable, non-refundable and non-transferable.
CAN I CANCEL OR REFUND MY TICKET PURCHASE?
Adventures In Wonderland packages are non-refundable.
IF I CAN NO LONGER ATTEND, MAY I THEN CANCEL MY PACKAGE AND/OR GET A REFUND?
No, Adventures In Wonderland packages are non-refundable.
I HAVE A QUESTION ABOUT ACCESSIBILITY OR NEED ASSISTANCE. HOW CAN I CONTACT YOU?
Please contact our customer service support at info@adventuresinwonderland.com with your questions and we will do our best to accommodate your needs.
WHEN WILL I GET MORE DETAILS IN REGARDS TO MY VIP EVENT?
We will be sending out an instructional email 3-5 days before the show. It will include information such as where to meet, what time, etc. Make sure to check your inbox AND spam folders. Be on the lookout for more information at that time. Check-in details will also be posted on our website on the day of the show. You will need to show your receipt / order confirmation and your photo ID to check in with us and to collect your VIP package on site. Tip: Add confirmation@adventuresinwonderland.com to your contacts.
MY VIP EVENT IS IN LESS THAN 3 DAYS, WHERE IS MY CHECK-IN EMAIL?
If you haven’t received your check-in instructions three days before the show, please send an email to confirmation@adventuresinwonderland.com with your order number, city where you’re attending, full name, and let us know you are missing the instructions. We will email you the instructions before the day of the show. Check-in details will also be posted on our website on the day of the show.
AT WHAT TIME WILL THE VIP EVENT TAKE PLACE?
Schedules are usually confirmed 3-5 days before the show. As soon as all details for your event are confirmed you will get an email from us with the check-in details. VIP Check-in may occur prior to public door time, please plan on early arrival to the venue. Exit and re-entry of the venue may not be available due to security protocols and regulations. Please make sure that you are willing and able to arrive early and / or stay after the show before purchasing your VIP Package.
ARE YOU GOING TO CALL ME?
Most communications will be by email. Please be sure you are checking your email inbox and spam folder closer to show day regularly.
IF I HAVE SIDE STAGE ACCESS, DO I HAVE TO WATCH FROM THE SIDE STAGE? WHERE ELSE CAN I WATCH?
You will have the option of sitting in your assigned seat or watching from the side of the stage. Please note: You cannot switch between the two locations, nor can you watch any artists/bands from the side of the stage other than the one you have purchased VIP for.
HOW DO I GET MY PHOTO?
A link containing your professional photos are emailed within 72 hours of an event, accompanied by a password for photo access. Tip: Add confirmation@adventuresinwonderland.com to your address book to ensure the email does not fall into your spam folder.
CAN I USE MY PHONE AND/ OR CAMERA DURING VIP?
Personal cameras are not allowed during the VIP program unless stated otherwise. VIP concierge will notify you when phone cameras are permitted during the VIP experience. Personal cameras and phones may be prohibited at all other times.
CAN I GIVE GIFTS TO THE ARTIST/BAND?
Due to security precautions we will no longer be accepting gifts of any sort for the band or crew, so please DO NOT BRING ANYTHING. We know it’s been an important way you’ve shown your love and appreciation, but your safety and the safety of the band is priority to us. We thank you for your support and understanding.
MY VIP MERCHANDISE WAS LOST/STOLEN/DAMAGED. CAN I HAVE A REPLACEMENT MAILED TO ME?
Adventures In Wonderland is not responsible for lost, stolen, or damaged merchandise.
I HAVE A QUESTION THAT WAS NOT LISTED ON HERE OR NEED ASSISTANCE. HOW CAN I CONTACT YOU?
You can contact our customer email support at info@adventuresinwonderland.com. Customer support hours are Monday – Friday from 9AM to 6 PM PST. We are located in California, USA.