L.O.L. Surprise! Live 2021 VIP FAQ’s

Please note, information on FAQs is subject to change. 

Using this site – ADA Accessibility 

If you use assistive technology (such as a Braille reader, a screen reader, or TTY) and the format of any material on this Web site interferes with your ability to access information, please contact us at accessibility@cidentertainment.com. To enable us to respond in a manner most helpful to you, please indicate the nature of your accessibility problem, the preferred format in which to receive the material, the Web address of the requested material, and your contact information. 

Q: How should I place my order? Can I order over the phone? 

A: We are unable to process any orders over the phone and therefore all packages must be purchased online. You should click the purchase button on our website next to the date you are interested in attending. You will then be directed to another site to make your order – the ticketing agent of the venue. 

Q: Can I acquire Accessible Seating as part of the Party Pass program? 

A: Most venues offer accessible seating areas to accommodate their guests. Availability and type of accessible seating tickets will vary based on each venue’s policies and/or the type of event taking place. If you would like to inquire about accessible seating as part of a the Party Pass program, please reach out to us at guestservices@cidentertainment.com or 888-805-8930 immediately after purchase. We will go over any available options. 

Q: Does this package have a minimum age? 

A: Most shows are open to guests of all ages. However, the age policy varies with each venue. You can typically find the age policy via the “more information” button on the ticketing page, but if it is not there, you may also refer to the venue’s website for details regarding your specific event. 

Q: Will I need a Party Pass ticket to accompany my child into the program? 

A: Yes, all guests attending will be required to have a Party Pass ticket.  

Q: What steps are you taking regarding COVID-19? Will there be a mask policy, or a social distancing policy? 

A: We abide in large part by the venue’s own health and safety policies. Please refer to the venue’s website for specific policies that may be implemented during your show date. Please note: best practices and guidelines from local authorities and the CDC are likely to continue to evolve over the coming months. 

Q: I purchased a package as a gift, but I will not be in attendance. How can my friend and family member pick up their ticket on my behalf? 

A: You can do what is called an alternate pick-up! Simply provide the new guest with: 

• A photocopy of your photo ID 
• A photocopy of the credit card used during the purchase process 
• A note authorizing the new guest to check in for your order.  

These items can be digital copies or photos on a cellphone. As long as the new guest has these items, in addition to the show ticket(s), he/she will be able to check-in for the order without you being present. Please note that the informational email regarding check-in (and any additional email correspondence from us) is sent to purchasers only, so you will need to forward any emails to the new guest.
 

Q: What is a Premium Reserved ticket and where will it be located? 

A: A Premium Reserved ticket is a seated ticket. The location of your Premium Reserved seat may vary by venue. During the purchase process, you will see the location of your Premium Reserved seat prior to completing the order.  

Q: Can I purchase a Party Pass Package at the Box Office? 

A: No, Party Pass Packages will not be available for purchase at the Box Office. You must purchase online ahead of time. 

Q: Where will I receive my tickets? 

A: During the purchase process, you will have the option of selecting your ticket delivery method. If you choose to have your tickets shipped or emailed to you in advance, you will still need to check in with us at the event to ensure you get to take advantage of all the perks that come with your package! If you choose to pick up your tickets at Will Call, please be sure to stop by the venue box office to retrieve your tickets prior to meeting us at check-in. As it gets closer to the event, the purchaser will receive an informational email including the exact time and location for check-in. Please bring valid photo identification and stay tuned for that email! 

Q: When can I check in as a Party Pass guest? 

A: While the exact time varies with each show, Party Pass check-in will generally occur about 2 hours before doors open to the public. We will provide the specific times and check-in location for your show in our informational email that will be sent about one week before the concert. Please refer to those confirmed times when sent to you! 

Q: If I’m unable to make it to the Party Pass Check-in during check-in hours, how can I receive my merchandise? 

A: For merchandise distributed at the show, the pre-show Party Pass details email sent prior to the show date will note when and where to claim your package. If you do not collect your items during the check-in hours listed in the informational email, we are unable to mail the items after the show. 

Q: Is parking included? 

A: Parking is not included with this package, but parking may be available at the concert venue. Please refer to the venue’s website for more information regarding parking. 

Q: Is there a secure space where I can leave my merchandise during the show? 

A: Once you receive everything at check-in, you may have the opportunity to bring the items back to your car before entering the concert venue. We cannot guarantee this, though, as it ultimately depends on venue security prerogatives. 

Q: When will the pre-show party take place? 

A: More specific times and locations will be announced in the informational email we will send to you about a week before the event. 

Q: Can I upgrade to a Party Pass package if I already purchased a regular ticket? 

A: Our ability to upgrade depends on a few different factors – availability, the venue, and date of contact – but please reach out to our guest services team at 888-805-8930 to inquire about any upgrade availability, and we’d be happy to discuss your options with you! 

Q: The people attending the event with me may be arriving late. How would they get their tickets, merchandise, etc.? 

A: The original purchaser will check in for all package materials, and he/she will then be able to distribute accordingly. Thus, we advise for your whole party to come to check-in at the same time to make it quick and easy. 

Q: Can I use my CID package for a contest/giveaway or to promote my website/product/event? 

A: No. CID Entertainment’s trademarks, intellectual property, tickets and other offerings may NOT be used for advertising, promotions, auctions, contests, sweepstakes or any commercial purpose, without express written consent from CID and its partners. Please see our purchase policy for more detail.  

Q: What if I change my mind and don’t want my package? 

A: All packages are non-refundable. Please refer to the Purchase Policy for complete details. 

Q: Am I going to have an amazing time? 

A: ABSOLUTELY!