FAQ


When purchasing from the Adventures In Wonderland website you can include a Will Call name for VIP pick up. Name edits cannot be made after an order has been placed.


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.


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.


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 receive updates and notifications about availability on our ​Facebook​ and Twitter!


Why has my package price changed?

Based on demand, pricing of some packages may change without notice.


What are the differences between the packages?

Each package and its inclusions can be found on their respective links for any artist or band.


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.


When will I receive my ticket and merchandise?

Our VIP packages are not mailed out before the show unless otherwise noted on the website. Any VIP merchandise included in a package will be picked up at VIP check-in on the day of the event. To check in, you will need an email receipt (with Order ID) and a photo ID matching the name provided on Will Call.


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.


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 bands is priority to us. We thank you for your support and understanding.


How do I get my meet and greet photo?

A link containing your meet and greet 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.


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, driving 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.


Can I buy a VIP package for someone else?

Yes, please add the participant’s full name to the WILL CALL 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 change the Will Call Name post-purchase?

No, Will Call Name edits will not be accepted.


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.


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 and posted on our ​Twitter​ page 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 info@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 and posted on our ​Twitter​ page on the day of the show.


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 does Will Call mean?

Will Call means 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.


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 at the moment. In case we are able to do on site sales we will announce it before the show. Follow us on Twitter to receive notifications.


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.


What is the AIW Concierge?

The Adventures In Wonderland Concierge is the on site host who greets the VIPs, answers any questions, and makes sure everyone is having a great time.


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.


What if I am unable to arrive at the designated check in site by the time specified?

Unfortunately, if you are unable to arrive at the designated check in site by the time specified in the check in email, we cannot guarantee your participation in VIP. Per our policy, no refunds will be available if you are unable to attend.


I purchased a VIP package and can no longer attend, can I get a refund?

No, Adventures In Wonderland packages are non-refundable.


Can I use my phone and/ or camera during VIP?

Personal cameras and phones are not allowed out during the VIP program unless stated otherwise.


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.


Do I need to sign up with an account to purchase Adventures in Wonderland items?

We highly recommend creating an account beforehand for a faster checkout process. You will also be able to update your personal information and check your order history. You can sign up here: https://www.adventuresinwonderland.com/users/sign_up


I made a typo in my email address at checkout. How can I get my order confirmation?

If you have created an Adventures in Wonderland account, please go to YOUR ​ACCOUNT​ to edit your email preference. From there, please contact our customer support info@adventuresinwonderland.com ​with your order number and we can resend the order confirmation to you.


How much time do I have before my cart expires?

You will have 15 minutes to review your order and to checkout. After that your cart expires and you will lose the items you had in your cart.


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 or give us a call at +1 (323) 845 9470. Customer support hours are Monday - Friday from 9AM to 6 PM PST. We are located in California, USA.


Are Adventures in Wonderland VIP packages limited?

Yes, all VIP packages are limited and may sell out.


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.