Audience: Buying Brokers | Last Updated: January 26, 2026
What Is an In-Hand Date?
The In-Hand Date (IHD) is the date by which a seller has committed to delivering your tickets. Every listing on Victory Live is required to include an In-Hand Date, and sellers are held to that commitment. When you purchase tickets, the IHD is part of the binding order.
Seller Delivery Requirements
Sellers are required to deliver all tickets on or before the In-Hand Date, via the delivery method stated in the listing. Failure to do so is a violation of the Victory Live Seller Handbook.
Delivery timeframes vary by ticket format:
- eTickets (PDF) — Must be delivered within 12 hours of the In-Hand Date, or within 25% of the time remaining until event start (minimum 10 minutes), whichever is earlier
- TM Mobile / Flash Seats / Mobile Entry — Same timetable as eTickets above
- FedEx (Physical Tickets) — Must be shipped within 24 hours of the In-Hand Date; sellers are responsible for ensuring the shipment arrives before the event
- Local Pickup / Will Call — Pickup information must be provided to Victory Live within 12 hours of the In-Hand Date, or within 25% of the time remaining until event start (minimum 10 minutes), whichever is earlier
Note on "Day Of" In-Hand Dates: Victory Live generally does not honor same-day IHDs. A sale may be considered late and subject to cancellation with penalties if tickets are not delivered by the day prior to the event.
What Happens If a Seller Misses the In-Hand Date?
If a seller fails to deliver your tickets by the In-Hand Date, Victory Live will step in on your behalf. Depending on the situation, the following outcomes are possible:
1. Substitute Tickets Victory Live may procure comparable substitute tickets for you. Any substitute tickets offered must be at no additional cost to you. You are not obligated to accept a substitution — it is ultimately your decision.
- As a general rule, substitute tickets must be equal to or better than what you originally purchased.
- If substitute tickets are within the first 10 rows of the stage/field/floor, Victory Live's written approval is required before they can be delivered to you.
- Sellers may not move you from a Wheelchair/ADA seat to a non-ADA seat under any circumstances.
2. Order Cancellation & Refund If suitable substitute tickets cannot be found, or if you do not accept the substitution offered, your order will be canceled, and you will receive a full refund.
3. Seller Accountability When a seller misses an IHD, they are responsible for all costs and consequences — including the cost of sourcing substitute tickets, refunds issued to you, and any related administrative fees. Victory Live may recover these costs directly from the seller.
What To Do If Your Tickets Haven't Arrived
If your tickets have not been delivered by the In-Hand Date, contact Victory Live Support right away so we can intervene on your behalf.
Order Support
- Email: sellersupport@victorylive.com
- Phone: (972) 468-9750, Option 5
- Hours: 9:30 AM – 10:00 PM Eastern, every day
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