QDo I need a credit card to purchase tickets? What other payment plans do you offer?

AIn creating a PayPal account you can deposit money directly into it or link it to your chequing account. This way you have the ability to pay for your Shambhala ticket directly through your personal bank account, eliminating the need for a credit card.

QWhat if I don’t want to set up a PayPal account? Can I purchase with my credit card?

A All orders need to be placed through your PayPal account. You can still use your credit card to order – simply set up your paypal account, register your credit card with it, and set it as your default method of payment. Alternatively you can purchase a ticket at one of our retail locations.

QI placed two orders by mistake! What do I do?

A No worries, just email us at sales@shambhalamusicfestival.com and let us know what happened. Normally we do not authorize refunds, but if you pressed the button twice or if the computer messed up, we will look into your case individually. You must let us know, otherwise we will not know that something is wrong.

QCan I purchase a ticket for a friend?

A With the new ordering system through PayPal, tickets can only be sent only to the person who placed the order at the address that they have associated with their PayPal account. Through PayPal you have the option to send money to anyone via their email address, and it may be easier to have the person who is using the ticket making the purchase. Alternatively you can purchase the ticket under your information and give it your friend after you have received it in the mail.

QSo I can’t use someone else’s credit card to make a purchase?

A No you cannot. As you must use your PayPal account to purchase, and all your credit and/or banking information needs to be verified prior to purchase, PayPal will deny your order if something seems out of place. If an unauthorized payment is made from your account then PayPal will reimburse you within ten business days while the investigation ensues.

QI just placed my order and don’t know if it went through. How can I check?

A You should have received transaction receipt email right away in your email inbox. Please check for that. Alternatively, you can check your PayPal/credit/debit account balance.

QI didn’t receive a confirmation email but my account was charged.

A You may have entered your email wrong in your PayPal account. Double check that, and if there is no indication of it going through then please email us right away with your full name and we can look into what happened.

QI want to purchase a ticket from someone I found online. Is this safe? Can Shambhala help me find a legitimate ticket?

A Shambhala does not take responsibility for tickets sold through 3rd parties, and cannot gaurantee the validity of these tickets. It is up to you to protect yourself the fraud. We recommend the following:

• See what information the seller will give you. They should be able to send you a copy of the transaction receipt so that you know the order is legitimate, or be able to tell you the store they bought it in.
• Be cautious when purchasing tickets through Craigslist or Kijiji or any classefieds other website. This is historically where most of the scams happen. Other options: We have a Ticket Trading Post on our website’s forums (you will need to sign up for an account if you don’t have one already), or you can try the Shambhala Facebook page / event page.
• We cannot offer any advice on the exchange of tickets / money, except that, if at all possible MEET UP IN PERSON to do the exchange. We have heard stories of both ticket sellers and ticket buyers being scammed by sending money in advance of receiving tickets, and vice versa. Trust your intuition – if it doesn’t feel right, don’t do it.
• If you are purchasing a “Will Call” ticket, then there are certain pieces of identification that you will require from the person you are purchasing from in order to pick up the ticket. Please see “How do I pick up my ticket from ‘Will Call’” in the Will Call section below.

Once again, Shambhala does not guarantee the validity of any tickets purchased privately, and does not assume any responsibility for scams nor reimburse those unfortunate people who are taken advantage of. We love you all and urge you take the proper steps to keep yourselves safe from fraud!

QWhere do I find tickets?

A Tickets are available through our website or at one of our retail locations across Alberta and British Columbia. Orders online must be placed via a PayPal account. If you don’t already have a PayPal account, you can easily set one up at www.paypal.com.

QI can’t find a ticket with early entry on it, are they for sale?

A No – early entry fees are collected at the gate depending on when you arrive.

Early entry days are Wednesday August 8th and Thursday August 9th. Gates open at 8 am on Wednesday. Each early entry fee is in effect for a full 24 hrs (8am-8am). General admission begins Friday, August 10th at 8am. Early entry fees are as follows: Wednesday, $60 per person; Thursday, $30 per person.

QWill there be tickets available at the door??

A

Very unlikely. Shambala 2011 sold out of tickets on May 26th, and we anticipate an early sell out date this year as well!

QHow do I know my ticket is valid?

A By purchasing your ticket from our online store, or an authorized Shambhala ticket retailer. Validity of tickets purchased from 3rd parties can not be garuanteed. In purchasing from a 3rd party, you assume the risk of the ticket being invalid.  Shambhala does not provide validation of tickets, nor do we release any information pertaining to the order.

QWill I get to keep my ticket?

A YES! Once we’ve scanned your ticket, it will be returned to you.

QI can’t make it to the festival, can I return my ticket for a refund?

A Shambhala does not authorize refunds for tickets – you will have to sell it privately. Please note that it is our policy not to refund tickets except under extenuating circumstances (emergency or catastrophe). We will need the full details of what happened. All cases are addressed individually. Please email sales@shambhalamusicfestival.com if you feel your situation qualifies.

QWhat if my ticket is destroyed or lost?

A Unfortunately we cannot replace or reimburse lost or stolen tickets. The ticket belongs to you and is your responsibility to protect.

In order to get into the festival, you will need to purchase a new ticket through our website or at an authorized ticket retailer.

If your ticket is destroyed, please let us know. We look into these situations individually. We will need you to send (what remains of) your ticket back into us for review. While we cannot guarantee a refund, we may be able to issue a replacement (in exceptional situations).

QCan I leave a ticket at the gate for a friend?

A

Yes. There is a $15 fee (at the festival) to register a ticket at Will Call. You must provide the name of the person who will be picking up the ticket as it appears on their ID. Please see the Will Call section below for details on how to pick up a Will Call ticket.

QWill you ship my ticket if I live in the US or in another country?

A Any ticket order that does not have a Canadian shipping address address will be held at ‘Will Call’. To claim your ticket, you must present government issued photo ID, a second supporting piece of ID, as well as a copy of the purchase receipt.

All Int’l orders will still incur the shipping fee, which will cover the cost of Will Call administration.

If you have any further questions about claiming Will Call tickets, please email sales@shambhalamusicfestival.com.

QWhen will I get my tickets?

A

Please allow 8-10 weeks for shipping on the first round of 2012 tickets, available Oct 21, 2011.

In the first 24 hours of sales, 1000′s of tickets are sold. Naturally, it will take a couple weeks to catch up with the orders. We also experience these kinds of delays when we sell out of a tier of tickets, and more sales than usual go through. We will keep you updated on our progress via Facebook. Please be patient! Our dear Ticket Admin processes orders as quickly as she can.

Under normal circumstances, tickets will generally take up to 2-3 weeks for delivery.

You will receive your tracking number in your account when your order is shipped, so you can keep an eye on it!

QWhat if I don’t receive my tickets within three weeks of ordering them? Can I track my ticket?

A Check the tracking # for your order in your PayPal account, and input that # on the Canada Post website. To receive registered mail, you must sign for your package/letter. If you are not home when they attempt delivery, they will leave you with a “parcel pick-up card”.

If you do not claim your order within ten days, Canada Post will return it to us. If this happens, you will need to pay the  $11+HST shipping charge  in order for us to send it back to you.

If the tracking is unclear or you think your order is already on its way back to us, email sales@shambhalamusicfestival.com.

QI'm afraid of losing my ticket. Can I register my order at will call before it is sent?

A

YES! Yes you can! Email sales@shambhalamusicfestival.com immediately after placing your order to have it registered for will call! Pls note – if you order has already been shipped, you will have to wait until it is sent back to us by Canada Post in order to register it for will call. You will also have to pay the $11+HST S/H charge to have it registered when it comes back to us.

QCan my shipping address be different from where I live or can I have my friend sign for it?

A

In order to receive your ticket, your address must be current; or if you move frequently, enter a more permanent address that you have access to, like your parent’s house.

If you want your roommate or your parent to sign for your ticket, make sure they know to expect your order!!! Orders that are refused will come back to our office and you will have to pay the reshipment fee to get it back out to you! 

QCan I have my ticket sent to a PO Box? How will I know that it’s there?

A Yes. You should receive a parcel pick up notice in your box when your order arrives. Keep in mind that your tracking number is available in your PayPal account so you can watch your order’s progress. The post office will keep your order for about 10-15 days before sending it back to our office.

QI entered my address wrong and didn’t realize until after my order went through. What do I do?

A It is important that you email or call us right away and tell us what address change needs to be made. We will have to charge you the reshipment fee if your order comes back to us. Please call/email us right away if you notice an error so we can get it to you the first time around!

QI had a ticket shipped to me, but I haven’t received it / I had a ticket shipped to me, but it’s been returned, what do I do now?

A There may have been an issue during shipping (maybe a wrong address, or you didn’t go sign for it in time), but if you check the tracking available through your PayPal account, you may be able to find some more information.

If your order has been sent back to the office then you will have to pay the reshipment fee to have it sent out again, or to register it for the will call service. You will need to contact ticket administration regarding reshipment. To pay the reshipment fee, email sales@shambhalamusicfestival.com and we will send you a money request through PayPal – and it is up to you to pay this in a timely fashion. Only after the transaction goes through will your order be reshipped. Keep in mind we will not reship tickets after July 1st, after which tickets will be held at ‘Will Call’.

QCan I order a ticket now and pick it up at the festival? / What is Will Call?

A Yes. This service is called Will Call. All International orders are automatically placed at “Will Call’. If you live in Canada and would like to register your ticket for Will Call, please contact us at sales@shambhalamusicfestival.com as soon as your order is placed.

Will Call means that you will be picking up your ticket at the Reception building when you arrive. Will Call orders will still incur the shipping fee, which will cover the cost of Will Call administration. If your ticket has already been shipped once (and has been returned to us) you may register it for Will Call, but you will have to pay the service fee to register it.

QHow do I pick up my ticket from Will Call?

A To pick up your Will Call ticket you’ll need:

• Your valid government issued photo ID
• A second supporting piece of ID, like a credit, health card, passport, etc; anything with your name and signature or a photo
• A copy of the transaction receipt

QCan my friend pick up a ticket under my name from Will Call? OR What if I sell my Will Call ticket?

A

Whoever is picking up the ticket must have:

• A photocopy of the valid gov’t issued photo ID belonging to the person who placed the order
• A signed note granting permission to have someone else pick up the ticket from the person who placed the order, stating the name of the person to pick up the ticket
• A copy of the transaction receipt
• Their own valid government issued photo ID and a second supporting piece of ID

This can all be put together on one document to present at the “will call” window.

If the person picking up the ticket does not have this information, tickets will not be released to them and they may not be able to get through the gate.