Why Haven't My Tickets Been Delivered Yet?
We understand the excitement of an upcoming event — and we know waiting for your tickets can feel stressful. This article explains how ticket delivery timing works and what to expect.
Delivery Is Based on Your In-Hand Date
When you completed your purchase, an In-Hand Date was displayed on the listing as well as your order confirmation. This is the date your seller is contractually required to deliver your tickets — not necessarily the date delivery will happen.
Sellers have until 8:00 PM EST on the In-Hand Date to fulfill your order. As long as delivery occurs by that deadline, the order is considered on track.
Tip: You can find your In-Hand Date on your original order confirmation email or in your account order history.
Can I Request Earlier Delivery?
We completely understand wanting your tickets in hand as soon as possible. However, sellers are not obligated to deliver tickets before the In-Hand Date agreed to at the time of purchase.
Early delivery depends on factors outside the seller's control, including:
- When the venue releases tickets — many venues don't release tickets until close to the event date
- When transfers are enabled by the primary ticketing platform (e.g., Ticketmaster, AXS)
- Sellers purchased from other B2B marketplaces and are waiting for fulfillment
Submitting a request for early delivery does not change the seller's contractual delivery deadline. The In-Hand Date on your order remains the binding timeline.
What If My In-Hand Date Is the Same Day as the Event?
If your In-Hand Date matches the event date, delivery is expected by 8:00 PM EST the day before the event, unless there is a documented delay caused by the venue or primary ticketing platform.
Known delays may include:
- Tickets not yet released by the venue
- Transfer restrictions from the primary ticketing provider
- Mobile-only tickets with delayed transfer windows
If one of these delays applies to your order, delivery may occur after 8:00 PM EST on the In-Hand Date — but your tickets and event entry remain guaranteed.
What Happens If Tickets Aren't Delivered on Time?
If your tickets are not delivered by the applicable deadline, our team will step in immediately to make it right. Resolution options include:
- Securing comparable replacement tickets, or
- Issuing a full refund if a suitable replacement is not available
Key Reminders
- The In-Hand Date is not the event date — it is the seller's delivery deadline.
- Delivery timing is governed by the In-Hand Date shown on your order at the time of purchase.
- Your event entry is guaranteed once tickets are properly delivered.
- Early delivery requests cannot override the seller's contractual timeline.
If your In-Hand Date has passed and you have not received your tickets, please contact our support team immediately so we can assist you.
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