Frequently Asked Questions

Most Asked Customer Questions
Why Choose TicketRunner.ca?
I bought some tickets, when will I receive them?
The price listed on my tickets is different than the price I paid, why is this?
Tickets are listed in USD, what gives?
What are the different shipping options?
My event is today! Can I still order tickets for it?
When I buy tickets from your website will they be side-by-side?
How am I guaranteed the tickets I receive will be real?
My tickets aren't the correct section and/or row, what's up?

Delivery Questions
Why is FedEx used to ship your tickets?
I want to ship my tickets to a different address than my shipping address how do I do this?
After making my purchase how do I track my tickets?
I live overseas, can I still get tickets shipped here?
Can my shipping be combined on multiple orders?

Direct Ticket Questions
Why is my ticket printed out on a piece of paper?
I have received incorrect tickets from the seller, Help!
What can I do if I lose my tickets?
I've ordered the wrong tickets, is there anything I can do?

Ticket Listing Questions
Is there a way to tell if the tickets are partial or obstructed view, before purchasing?
The quantity of tickets that I want to buy is not available! Why not?
What is all of this stuff about zone and category seating that I see listed?
What is a flash ticket?
What is a paperless ticket?
I can't understand the seller notes on the listing.

Pricing, Fees, Refunds and Cost of Ticket Questions
Why is a service fee charged? How much is it?
I see basically the same tickets listed at various prices, what gives?
Do prices go down/up as the event gets closer?
Can I negotiate with the prices?
Can I be refunded?

Other Issues and Concerns
How do I know if my order went through?
My event is cancelled! What happens now?
My event is postponed! What happens now?
Is the Ticketrunner website secure?
Do they allow alcohol at the venue, can I bring a camera, where do I park, are seats handicap accessible…ect.

 

I bought some tickets, when will I receive them?
After you make a purchase your ticket seller will be in contact will you about when they will be shipped and when you will receive the tickets. Please take note that sometimes tickets will not be received until a few days before or even on the day of the event, as your seller may not have the tickets ready to ship until that time. However, be assured that your tickets are guaranteed with our full refund policy to arrive to you prior to the event.
If you are overly concerned about the status of your tickets or when they will be delivered please contact your ticket seller. (The contact information for your seller will be given out immediately after you place an order in the email summary you will receive)

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Why choose TicketRunner.ca?
We here at Ticketrunner provide a secure place for fans to purchase premium tickets to live events worldwide from trusted ticket brokers. It is our promise to you, our customers, to provide you with the confidence in knowing that when you buy from Ticketrunner.ca you will always be secure in your purchase. We at Ticketrunner are also fans and we pride ourselves in being able to provide people with a wide variety of tickets to events all across the globe.

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The price listed on my tickets is different than the price I paid, why is this?
Ticketrunner is a worldwide network where licensed companies can register to sell their tickets to various events worldwide. We here at Ticketrunner do not personally buy the tickets, nor do we set the prices of said tickets. Therefore the prices listed on our site will reflect what the ticket reseller feels the ticket is worth. Please not that the markup of tickets in the secondary ticket market are not standardized and as such tickets prices as compared to the "face value" of the tickets can vary greatly. Prices may be above or below of what is actually printed on the tickets.

Often times our ticket prices can go well below face value as well. This can be seen at recent Summer concerts, such as Rihanna, Muse and Tom Petty, which saw tickets drop to prices of 25% of face value or less in some cases. Also a quick view at the Calgary Flames tickets this year and you will see that many tickets are listed at prices of $10 or less, wel below the face value of the tickets!

Please note that often times the sellers themselves will have incurred many fees in order to obtain the tickets. (Sellers will often pay above face value to gain access to tickets through paying memberships to join fan clubs for access to tickets, buying tickets from other sellers at a markup, ect.) It is the reseller that sets the prices of the tickets, not Ticketrunner. Ticketrunner is here to provide the convenience for its customers to buy tickets right up until the day of the event, compared to having to wait in line months before the actual event to obtain tickets.

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What are the different shipping options?
Glad you asked, here they are:

Standard Delivery – 15$ Tickets are shipped via standard Fedex delivery

Express Delivery – 25$ Tickets are shipped via express Fedex delivery

International Express Delivery – 40$ The ticket seller resides outside of the Country, tickets will be shipped through express international Fedex delivery

Near-term Special Delivery – 15$ Your event is too close to have the tickets mailed, so tickets will be received through one of the following: Ticketfast e-mail tickets, couriered to you, through local pick up or through pick-up at the will call window at the venue. Please contact your seller after purchasing for an explanation of how to receive your tickets if they have not already explained so in the ticket listing comments.

E-mail – 7.50$ The seller has setup email delivery and you will receive your tickets through email.
Note: Sometimes sellers have multiple ways of sending tickets, thus contact your seller after purchasing tickets if you would like to inquire if receiving tickets in a different manner is possible.

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Tickets are listed in USD, what gives?
We wish it were different too, but unfortunately the industry standard for the secondary ticket market is in USD. The reason being simply because brokers all across North America sell tickets for Canadian events, and to keep things simple, they use USD as currency across the board. Also, most broker websites are US based. We do however TRY to charge in Canadian funds whenever possible, as the only ones who truly make money on currency exchange are the credit card companies.

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My event is today! Can I still order tickets for it?
Yes you can! Your tickets will be received through near-term delivery. Please note: If this is right before the event, that you should contact your seller after purchasing. Immediately after purchasing a confirmation email with their contact information will be delivered to you. Also if the method of ticket delivery is not specifically listed in the comments be prepared to obtain the tickets through any of the following: Local Pick-up, e-mail, at the will call window, couriered to you.

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When I buy tickets from your website will they be side-by-side?
Unless it is specifically noted in the comments of the ticket listing all tickets purchased will be together side-by-side. If tickets are listed as "piggybacked" it means that the seats will be in front and behind of each other. Also tickets listed in multiple rows are not guaranteed to be together. (Ie: if tickets are listed as: Sections 101, Rows 12-10)

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How am I guaranteed the tickets I receive will be real?
Great question!
At Ticketrunner all tickets are guaranteed to be real, arrive before the event and be at least as good as the seats you ordered. This is all backed by our 100% worry-free guarantee.

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My tickets aren't the correct section and/or row, what's up?
It sounds as if you may have received what the ticket industry refers to as: "alternate tickets". Why did this happen? Often times ticket sellers may list their tickets through many different selling mediums. Sometimes the exact tickets that you purchased have been already sold and the seller is no longer in possession of these tickets. Although this does not happen all that often, it can as sales can almost be simultaneous at times online. In these cases the seller now has 2 orders to fill and only one set of tickets. What happens here is that the seller sends the set of tickets on a first come first serve basis (ie: whoever sent the order in first will receive these tickets). The seller will then fill the 2nd order with tickets that are deemed as good as or better than the tickets that were originally ordered.
Note that alternative tickets are backed by our 100% worry-free guarantee and will only be acceptable if they are provided at no additional cost to the buyer and if the tickets are of equal or greater value than the original purchase. Most customers are happy with the new tickets that they receive (usually they are upgrades!), however if you have concerns about the alternate tickets please contact your seller in order to have the situation rectified. If after contacting them a resolution has not been obtained feel free to contact us here at Ticketrunner and we do our best to resolve the situation! \

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Why is FedEx used to ship your tickets?
We here at Ticketrunner feel that FedEx allows the most protection and security in the transfer of tickets from seller to buyer. Time and security are a concern for our customers, as well as our sellers, and using FedEx ensures that your tickets will arrive promptly. Also with FedEx a signature is required at pickup. This guarantees that the tickets are received for the intended recipient.

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I want to ship my tickets to a different address than my shipping address how do I do this?
After you order your tickets you will notice a box that is automatically checked that says: "Use my billing address as my shipping address". To ship your tickets to a different address simple uncheck this box and fill out your shipping information to direct the seller where to send the tickets.

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After making my purchase how do I track my tickets?
Easy! After a tracking number is generated by the seller and the tickets are shipped you will receive a FedEx tracking number from us through email. The tracking number can then be entered into the FedEx website and you can track your tickets from there!

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I live overseas, can I still get tickets shipped here?
This can vary from seller to seller. Basically if you see a country listed in the checkout then the seller will be able to ship tickets to that area. If not, then you are probably out of luck, but don't fret just yet. Try looking for a different set of tickets to the event as all sellers have different specifications on where they can and cannot ship.

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Can my shipping be combined on multiple orders?
Unfortunately no, as many different licensed ticket companies sell on Ticketrunner, chances are tickets will be shipped out from various places. However, if by chance you order 2 sets of tickets from the same company you can contact them to see if it is possible to combine the shipping. Keep in mind that it is at the sole discretion of the seller to determine if this is possible or not, it is not at the responsibility of Ticketrunner.

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Why is my ticket printed out on a piece of paper?
You have received what the ticket industry refers to as a "paper ticket". This is opposed to "hard tickets", which you would normally receive. You don't need to worry, as these tickets are just as valid as regular hard tickets. Paper tickets may come in many different forms, such as Ticketfast tickets or e-tickets.

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I have received incorrect tickets from the seller, Help!
The first thing you should do is ensure that you have not received "Alternate Tickets". If this is not the case and you have genuinely received incorrect tickets (extremely rare!) then you should contact the ticket seller immediately for resolution. If problems still persist do not hesitate in contacting Ticketrunner, as we will help and rectify the situation.

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What can I do if I lose my tickets?
We are sorry, but there is little that we can do here at Ticketrunner. Tickets are usually one-of-a-kind, irreplaceable items, that cannot always be reprinted or replaced once distributed. The only recommendation that we can give is to contact the ticket seller to see if it is possible to replace the tickets. This is not always possible, so be sure to keep tabs on your tickets after you receive them!!

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I've ordered the wrong tickets, is there anything I can do?
We are sorry, but no, all sales are final. It is industry standard that all sales are final and cannot be cancelled. You could try contacting the ticket seller immediately to see if more suitable tickets or a refund can be obtained, but please keep in mind that they are under no obligation to do so. Be sure to check over your order carefully before placing it because all sales are FINAL!

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Is there a way to tell if the tickets are partial or obstructed view, before purchasing?
Yes of course! All of our sellers are required to mark if the tickets are partial or obstructed view in the comments section of the ticket listing. Please note that it is the venue that deems whether the view is obstructed or not.

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The quantity of tickets that I want to buy is not available! Why not?
Keep in mind that the tickets on our website are listed by hundreds of different licensed sellers. These sellers may only have a specific available quantity of tickets in a section or row. Also keep in mind that when selling tickets people usually do not want to sell their tickets in a manner that will leave one solitary ticket left, as most of these events are social events. That is why you will see tickets more often available in pairs or in fours, however sometimes you will be able to find an "odd" number of tickets.

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What is all of this stuff about zone and category seating that I see listed?
A new phenomenon is that some venues are selling tickets for the venues in chunks, instead of specific seats. If, for example, you see tickets listed as Zone: B, Row 2 or Category: A, Row: 5 means that the tickets can be anywhere in the listed category of zone along the listed row.

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What is a flash ticket?
Flash tickets are a new technology in the ticket industry. Basically when someone purchases a ticket they will be required to swipe the credit card that they used to make the purchase at the venue. This means that when you purchase a flash ticket from our site a "gift credit card" will be sent. Simply swipe the card when at the venue and you'll receive your tickets! Please note that you will be unable to use the credit card for any other purchases than the event.

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What is a paperless ticket?
When a 'paperless' ticket is bought from our site the seller will accompany you to the event. The seller must do this, as entry will only be permitted when his credit card is swiped at the venue.

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I can't understand the seller notes on the listing.
If you are unable to understand something that is listed on our site, please do not hesitate in contacting us, either through email, or by calling our toll free number.

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Why is a service fee charged? How much is it?
The service fee is an integral part of our operations. Without it Ticketrunner would not exist, as the cost of buying the ticket goes directly to the ticket seller. The fee is needed for funding our operations. Our service fee is 15%, which is very competitive in the industry and lower than most of our competitors. The service fee goes towards: the technological system on our website, which connects you to sellers around the globe, towards our vast support team with toll free number, the maintenance of the Ticketrunner website, the security and fraud protection of our customers as well as many other things!

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I see basically the same tickets listed at various prices, what gives?
The tickets listed on our site are from licensed sellers all over the world. It is at the discretion of the seller to price the tickets at what they think they will sell at. It is for this reason why you can see great disparity between the prices of what may be similar seats.

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Do prices go down/up as the event gets closer?
That depends…our sellers are constantly changing their prices to compete in a volatile market. This means when demand is exceedingly high or supply is low ticket prices will rise and vice versa. From our experience ticket prices do tend to drop a bit right before the event, but it is not always the case.

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Can I negotiate with the prices?
Sorry, but no, it is at the discretion of our licensed sellers to set the prices of their tickets, and all prices are firm.

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Can I be refunded?
All sales on our site are final. However, if you feel that your seller has broken the terms of agreement or has not delivered what was purchased prior to the event please do not hesitate in contacting our customer support team as you are backed by our 100% worry-free guarantee.

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How do I know if my order went through?
Please remember that the ticket seller must confirm the order before is has been accepted. Typically the seller will send you an email within 24 hours after you place the order. Be sure to check your junk mail folder! If you are concerned about the status of your order you can do the following 3 things:

• Contact your seller directly and ask about the status of your order. Their contact information will be sent immediately to you after an order is placed through an email summary from us.
• Contact us and check up on your order status.
• Lastly, you could check the MyTicketTracker here. You will be able to find the pin# from the email summary we sent you immediately after the purchase was placed.

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My event is cancelled! What happens now?
Contact your ticket seller and they will refund the purchase of your ticket (minus applicable shipping charges). If you were sent a hard copy ticket you may have to return it to them before receiving a refund, upon receiving the tickets you will be refunded, guaranteed!

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My event is postponed! What happens now?
The tickets you purchased will be valid for the date of the event's postponement. You should contact your ticket seller to ensure that the tickets you have are still valid and that new ones do not have to be issued. Please note that a postponed event does not entitle the buyer to a refund.

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Is the Ticketrunner website secure?
Absolutely 100%! We are PCI compliant and have the latest fraud protection technology integrated into our website. You will notice that when proceeding to the checkout page, the URL will change to a completely secure internet connection. Rest assured that you can input your information without fear as it is completely safe and protected.

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Do they allow alcohol at the venue, can I bring a camera, where do I park, are seats handicap accessible…ect.
We are sorry, but we do not know the answers to these questions. Please contact the venue your event is at to find out the answer to most of these questions.

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To learn more about TicketRunner.ca, you may visit our About Us page, and to learn about how we keep your information safe when you shop with us, visit Our 100% Guarantee page. For more information please refer to the TicketRunner Terms and Policies of the purchase agreement.

If you can't find the answer you're looking for, our customer service representatives would be happy to help you out. You may contact us by phone 7 days a week from 7AM - 1AM EST at 1-866-459-9233.