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PRIMESPORT FAQ’s

Who is PrimeSport?
PrimeSport is the leading global Sports Travel and Event Management company, offering tickets, corporate and fan travel packages, and hospitality events for corporations, professional sports teams and fans. Official partnerships with professional and college sports organizations include the Carolina Panthers®, Chicago Bears, New York Jets®, Seattle Seahawks®, Minnesota Vikings®, Washington Redskins®, Baltimore Ravens®, San Diego Chargers®, Sugar Bowl®, Orange Bowl®, and Rose Bowl®. The company is the official provider of hospitality programs with select NCAA Championships including the NCAA® Division I Men's Basketball Championship Tournament, NCAA Men's Final Four®, NCAA Women's Final Four®, NCAA Men's College World Series®, and NCAA Men's Frozen Four®

How do I contact PrimeSport?
PrimeSport has staff available to assist you 7 days a week. Our business hours are as follows:

  • Monday – Friday: 9:00AM – 6:00PM EST
  • Saturday: 10:00AM – 5:00PM EST
  • Sunday: 10:00AM – 5:00PM EST

Toll Free Number: 800-591-9198

How secure is my information?
All payment information is collected via our secure server. Credit card details are encrypted to keep them safe from unauthorized parties. Our web servers are protected by state of the art firewall technology to prevent hackers from accessing customer and payment details.

Your payment details will be collected on a secure page that uses SSL encryption. You will be able to independently verify this for yourself by looking for the following items:

  • You will see that during the checkout process and particularly when prompted for your credit card details, the internet addresses for those pages begin with “https://” instead of “http://”. The “s” is short for SECURE and is the standard abbreviation used on all secure websites.
  • Your web browser (Internet Explorer or Netscape) will also display a padlock or golden key ( ) along the bottom of your browser window. This means the page is secure.

General

Can I cancel my order?
No, cancelations are not permitted after an order has been placed for any reason. Once an order is placed, all sales are final. Orders are considered final once a client hits the "buy" button when they order.

Where do your tickets come from?
The tickets offered by PrimeSport come from our large network of suppliers, which include licensed ticket brokers and preferred individual sellers.

How are tickets priced?
Ticket prices are set by our suppliers. Ticket prices are influenced by the supply and demand for each event. Prices are constantly being updated by our suppliers. Prices are subject to change at any time without notice. Often, ticket prices will be ABOVE FACE VALUE. In some cases ticket prices may be below face value. Please remember that PrimeSport is an open marketplace. When you buy tickets to a game, show, or other event on PrimeSport, you're buying from a seller on the secondary market. Ultimately, supply and demand will dictate successful sale prices. In the case of popular events, with many potential buyers and few sellers, demand will drive prices up. On the other hand, tickets for an event with many sellers and few buyers will often sell below face value.

Why are similar seats priced so differently?
All listings are set by our suppliers. Each supplier sets their own price which can cause variance when listed together.

Why is there another person’s name on the tickets I received?
The tickets offered on PrimeSport come from our large network of suppliers. Often times when our supplier purchases tickets, their name (or their supplier’s name) is printed on the ticket by the box office. This does not prevent you from being able to use the ticket to gain access to the event.

Will my seats be together? If you purchase tickets from an available selection of two or more tickets, your seats will be together unless otherwise stated in the notes section. Any seat sold as a quantity of one will be by itself.


Placing Orders

What types of payment do you accept?
We accept all major credit cards: MasterCard, Visa, American Express, and Discover.

What happens after placing an order for tickets?

  1. You will receive an Order Request email acknowledging receipt of your request to place an order for the tickets you have selected. This email does not confirm or guarantee ticket availability. At this time, your credit card will only be authorized for the order amount.
  2. Once tickets are confirmed available, you will receive an Order Confirmation email acknowledging that your order has been processed. At this point, your credit card will be charged for the previously authorized amount.
  3. You will receive a final Order Shipped email acknowledging that your order has been shipped via the FedEx tracking number provided.

What is the difference between the Order Request and Order Confirmation?
An Order Request is simply the request you place for tickets you’ve found listed on our site. When you receive your Order Request email, we are acknowledging receipt of your request, but are still in the process of verifying that these specific tickets are still available. An Order Confirmation email means that the tickets have been confirmed.

How long will it take for my order to be confirmed?
Most orders are confirmed within a few hours, but we ask that you allow us 24-48 hours to process your order request.

What happens if the tickets I requested are not available? What is the “Free Upgrade Option”?
If the tickets you requested are no longer available we will make every attempt to find similar or better seats at no additional cost to the customer within the price range of your original purchase and current market value for suitable replacements at the sole discretion of PrimeSport. If a replacement ticket is found within these parameters, your order will be automatically upgraded.

If there are no tickets available in the same price range, we will notify you via phone and email. In most cases, we will be able to offer other available options to you. In some cases alternate options may not be available and your order may be subject to cancellation.

What is the processing fee?
The processing fee is the amount PrimeSport charges to cover the cost of obtaining tickets.

What do we guarantee?
We guarantee your tickets will be 100% authentic and will be delivered in time for your event. We also guarantee that the tickets you purchased will be seated together. Finally, we guarantee that the tickets you receive will be in a section and row equal to, comparable to, or better than the section and row listed in your order.


Shipping

When can I expect to receive my tickets after placing an order? Tickets will be shipped as soon as we receive them from our suppliers. In most cases, we receive and ship tickets 2-3 weeks prior to the event. Occasionally, some event tickets may not be shipped until the week of the event. Unfortunately, there is no firm guarantee as to the exact date and time tickets will be delivered other than that it will be prior to the event date. If you need the expected shipping date for your specific event, please give us a call and we can provide that information for you to the best of our knowledge. Once an order has been shipped, a confirmation will be sent via email containing a FedEx tracking number.

Why is a signature required on shipments? All orders are shipped via FedEx and will require a signature. We require a signature upon receipt to ensure that your tickets arrive safely and that their location can be tracked at any time. It is your responsibility to track your package and to arrange that someone be available to accept the package, or to contact FedEx for redelivery or pickup.

What should I do once I receive my tickets? Make sure your tickets match what you ordered. If anything is wrong, contact us within 3 days. Below are answers to some common questions regarding your tickets:

  • Are these ticket printouts OK? A supplier may have sent you printed copies of electronic tickets. Printed tickets are still 100% guaranteed, just as if you'd printed them yourself.
  • Is it OK if the ticket is printed with someone else's name? Yes. The name on the tickets does not matter, as the venue will only scan the barcodes on the tickets.
  • Is the amount I see on the ticket really the face value? You may have paid more (or less) than the face value that is printed on the ticket. Ultimately, supply and demand determines successful sale prices.
  • What if the start time on the ticket is different from my order confirmation? The event start time may have changed since the ticket was printed. Event time changes are fairly common and can be due to scheduling conflicts at the venue, television coverage, and many other reasons. It is the customer’s responsibility to confirm event times with the venue prior to attending your event. PrimeSport is not responsible for events missed because of time changes.

What if my tickets haven’t arrived? If your tickets do not arrive at least three days prior to the event, please contact us immediately. Have your order number ready and we will help you locate your tickets.

How do I change the shipping address on my order? Provided the tickets have not already shipped, you may be able to change the shipping address on your order. You may be required to fax us an authorization letter which includes a photocopy of your driver's license and credit card. Please contact us immediately to request a change of shipping address.

Rescheduled Events, Cancellations, Lost, or Stolen Tickets

Will I get a refund if my event is rescheduled, rained out, or postponed? No, you will not receive a refund nor replacement tickets, but, many times, the original ticket will be valid for entry to the rescheduled date. It is the ticketholder’s responsibility to find out the details regarding an event that is officially rescheduled, rained out, or postponed for any reason including unavoidable acts of nature.

Will I get a refund if my event is cancelled? When an event is cancelled or a contingent game is not played, we'll send you an email with information about how to receive your refund. If an event is postponed and rescheduled, your tickets are yours to use on the new date. There are no refunds for postponed or rescheduled events, partial performances, or venue, date, or time changes.

What if I lose my tickets or they are stolen? Lost or stolen tickets: (a) will not be replaced; (b) will not have location slips issued in replacement; and (c) cannot be replaced under any circumstances. In light of this, we urge you to please safeguard all tickets and handle them as you would handle cash

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