General Store Help

General StyxWorld.com Store Questions

• Why do I need an StyxWorld.com membership account to order items through the Store?
• How do I know that ordering through the StyxWorld.com Store is safe?
• How accurate are the product descriptions on the StyxWorld.com Store?
• Why do I see different prices for an item in the Store?
• How do I know if an item is available?
• My account has been terminated. Why?

Placing Your Order

• What payment methods can I use to order from the StyxWorld.com Store?
• What currencies can I shop in at the StyxWorld.com Store?
• How much will it cost to ship my order?
• Are there any taxes applied to my order?
• Will customs charges be applied to my order?
• How do I know if my order has gone through?
• Why is there a limit on certain items in my order?
• My order appears to have been cancelled. Why?
• How long will it take for my order to be delivered?

Ticket Purchasing Help

• How do I buy tickets?
• I see the tickets I want but there is no button allowing me to add them to my cart. Why?
• I ordered tickets from the StyxWorld.com Store. How will I get my tickets?
• What is “Pick Up”?
• Will I receive instructions on how to pick up my tickets?
• When I purchased my tickets, the delivery method was listed as "Mail" but I’m now told that the tickets are only available for pick up at the venue. Why?
• Do I pay for the delivery of my tickets?
• I didn’t receive my tickets. What do I do?
• Why can’t I select my seats?
• How and when will I find out where my seats are?
• Can I return or transfer my tickets to someone else?
• What happens if I purchased tickets from StyxWorld.com and the show is cancelled?
• What happens if I purchased tickets from StyxWorld.com and the show is postponed?
• I purchased a ticket package. How will I get details on that?
• Who do I contact if I have questions about my tickets?

Subscriber Help

• I am having trouble accessing the subscriber area. What do I do?
• How long does my subscription last?
• How do I renew my subscription?
• Can I get a refund on my subscription?

Troubleshooting

• I have already placed my order, but I want to make changes. Is that possible?
• Why do I see multiple charges on my credit card?
• I didn't receive my order. What happened to it?

Returns Policy

Contact Us

General StyxWorld.com Store Questions

Why do I need an StyxWorld.com membership account to order items through the Store?

Shopping at the StyxWorld.com Store is one of the many benefits offered to StyxWorld.com members. There is no cost to join and we respect our members' privacy. Once you have a membership, you can save your credit card and shipping address information to make purchasing in the StyxWorld.com Store much faster. This is handy during ticket presales.

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How do I know that ordering through the StyxWorld.com Store is safe?

We provide our customers with the most secure and reliable network services available. When you place a the StyxWorld.com Store order, your information is protected by 128-bit Secure Socket Layer (SSL) certificate encryption provided by GeoTrust.

Your transaction, including credit card information, is kept safely behind firewalls in the the StyxWorld.com Store data centre to protect against outside intrusion. The server where your information is stored is password protected to ensure security within this environment and this password is regularly changed. We take utmost care by keeping our systems up to date with the latest technology and security features to ensure that your credit card information is kept safe including adhering to the latest standards for data handling provided by Visa, MasterCard, Maestro and Solo.

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How accurate are the product descriptions on the StyxWorld.com Store?

StyxWorld.com attempts to maintain product descriptions that are as accurate as possible. Product descriptions are created using information provided by the product manufacturer such as colors, sizing and dimensions.

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Why do I see different prices for an item in the Store?

The final price of an item will be confirmed when you place your order. Your browser or Internet Service Provider (ISP) may cache the Store pages that could cause older prices to appear. The prices shown in the shopping cart and checkout pages are final.

Despite our best efforts, a small number of the items in our catalog may have incorrect pricing. If we discover an incorrect price, we will do one of the following:

• If an item's correct price is lower than our stated price, we will charge the lower amount to your credit card and ship your item
• If an item's correct price is higher than our stated price, we will either contact you for instructions before shipping or cancel your order and notify you of the cancellation

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How do I know an item is available?

The availability of items on the StyxWorld.com Store is indicated on the product page for each item. This is an estimate of how long it will take for your order to be packaged and sent to you. Orders are usually processed within two-three business days then shipped according to delivery method chosen. Exact shipping times depend on the destination and the method of shipment selected by the customer. If you ordered multiple items, and the availability of these items differ, the StyxWorld.com Store will make an effort to ship items separately, as they become available. Shipping charges for split orders will not exceed what you authorized. Split orders are only charged ONCE for shipping.

IMPORTANT NOTE: If an item becomes UNAVAILABLE by the supplier, we will contact you by email.

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I can't log into my account. Why?

There are several possible reasons that you may not be able to sign into your StyxWorld.com member account. First, check that you have entered all your information in correctly. Second, make sure that you are signed up for an StyxWorld.com member account. The StyxWorld.com mailing list and the member list are different. If you can't remember if you've signed up for a member account, please visit the Reset My Password page and request a password reset email. If you are told that no account is associated with your email address, please visit the Join page to create an account.

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My account has been terminated. Why?

StyxWorld.com may terminate your account or your use of StyxWorld.com at anytime. You are personally liable for any orders that you place or charges that you incur prior to termination. StyxWorld.com reserves the right to change, suspend or discontinue all or any aspects of the site at any time without prior notice.

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Placing Your Order

What payment methods can I use to order from the StyxWorld.com Store?

StyxWorld.com accepts Visa, MasterCard, Maestro, and Solo credit/debit cards.

See why ordering through StyxWorld.com is secure for information on our security policy.

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What currencies can I shop in at the StyxWorld.com Store?

When placing an order on StyxWorld.com, you may select toan be charged in Canadian dollars (CAD), Euros (EUR), Great Britain Pounds (GBP) or US dollars (USD). When shopping, you can select your desired currency by clicking on the currency flags.

If your credit card's issuing financial institution bills you in a different currency than the one in which your order was placed, they may convert the charge into your card's base currency. Please contact your credit card's issuing financial institution with any questions regarding currency conversions.

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How much will it cost to ship my order?

The cost of shipping your order is calculated at the time of checkout. The shipping cost is dependent on destination and quantity of the items you ordered as well as the method of delivery you selected. You will have the opportunity to review shipping charges in the checkout process, before you submit your order. Please note that we do not charge shipping on ticket purchases.

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Are there any taxes applied to my order?

The following taxes may apply to your order:

• For orders being shipped to the Canadian provinces of British Columbia, New Brunswick, Newfoundland and Labrador, Nova Scotia or Ontario, the Harmonized Sales Tax (HST) will be charged.
• For orders being shipped to the Canadian provinces of Alberta, Manitoba, Prince Edward Island, Quebec and Saskatchewan, as well as the territories of Northwest Territories, Nunavut and the Yukon, the Goods & Services Tax (GST) will be charged.
• For all other regions, no sales taxes will be applied.

NOTE: For regional events and tickets sales, taxes may be included or applied on top of the ticket price as required by the event organizer. The product page and/or the final order receipt will list the appropriate taxes applied to the ticket(s).

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Will customs charges be applied to my order?

While StyxWorld.com does not charge any custom duties on international shipments, your order may be subject to import duties and taxes. These taxes are levied once your shipment reaches its destination country.

Additional charges for customs clearance may also be incurred by the shipping carrier and passed on to you. We have no control over and cannot predict these charges. Since customs policies vary widely from country to country we recommend that you contact your local customs office if you have any additional questions.

Additionally, when ordering from StyxWorld.com, you are considered the importer of record and must comply with all laws and regulations of the country in which you are receiving the goods.

StyxWorld.com and its partners are not responsible for international taxes or levies charged for your order.

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How do I know if my order has gone through?

After you have submitted your order in the StyxWorld.com Store, a confirmation email will be sent to the email address you entered into your StyxWorld.com membership account. This email confirms the receipt of your order. The StyxWorld.com Store reserves the right to cancel or limit your order at any point, including after the order confirmation has been issued.

In the event we make a change to an order, we will notify you by contacting the email and/or billing address provided in the order.

If you do not receive a confirmation email, please check your email program's junk (SPAM) folder. If it does not appear there, please email store@StyxWorld.com to confirm your order has been processed.

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Why is there a limit on certain items in my order?

Occasionally, the StyxWorld.com Store may place limits on an order. These restrictions may extend to orders placed from the same Store Account, the same credit card, and/or orders that use the same billing and/or shipping address.

In the event we make a change to an order, we will notify you by contacting the email and/or billing address provided in the order. The StyxWorld.com Store reserves the right to limit sales to dealers.

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My order appears to have been cancelled. Why?

Occasionally, the StyxWorld.com Store may, at our own discretion, cancel an order. This cancellation may extend to orders placed from the same Store account, the same credit card, and/or orders that use the same billing and/or shipping address.

In the event we cancel an order, we will notify you by contacting the email and/or billing address provided in the order. The StyxWorld.com Store reserves the right to prohibit sales to dealers.

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How long will it take for my order to be delivered?

The amount of time it takes for your order to arrive depends on your location and the delivery method you chose when ordering. If you have specific questions about the delivery of your order, please email your name and order confirmation number to store@StyxWorld.com for assistance.

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Ticket Purchasing Help

How do I buy tickets?

To buy tickets you can simply visit the the Styxworld.com Store ticket page, select the show you're interested in seeing and make your purchase.

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I see the tickets I want to buy but there is no button allowing me to add them to my cart? Why?

It is possible that the tickets you are viewing in the store are not on sale yet or the tickets are sold out. The sale start time will be clearly listed on the product page, as will the fact that the show has sold out. If you are sure the tickets are on sale and you are not seeing the "Add to Cart" button, please email tickets@StyxWorld.com for assistance.

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I ordered tickets from the StyxWorld.com Store. How will I get my tickets?

Tickets will either be mailed or will be available for pick up at the venue. We will specify mailing or pick up instructions on the ticket page and in your order confirmation email.

Tickets that are sold as "Pick Up" are for pick up only and will not be mailed to the purchaser.

When picking up your tickets from the venue, you may be required to present proof of identification such as a government-issued photo ID (such as a driver's license), and the credit card used to purchase the tickets. We recommend you also present a copy of the order confirmation email as proof of purchase, in case there is any dispute at the venue.

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What is “Pick Up”?

We refer to your tickets being available for pick up at the venue as "Pick Up" in the StyxWorld.com Store. Tickets are to be picked up at the venue on THE DAY OF THE SHOW ONLY. Box office rules and hours may vary. You will receive an email containing pick-up instructions for your tickets within six-eight weeks of your purchase at the email account associated with your StyxWorld.com account. Please review the pick-up instructions email carefully.

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Will I receive instructions on how to pick up my tickets?

Yes, instructions will be emailed within six-eight weeks of your ticket purchase to the address you have used to create your StyxWorld.com account.

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When I purchased my tickets, the delivery method was listed as "Mail" but I’m now told that the tickets are only available for pick up at the venue. Why?

There are several reasons why we might change from mailing the tickets to you to having you pick them up at the venue. The most common reason is that there was a delay in receiving the tickets in our offices. If we feel there is not enough time to mail your tickets prior to the show, we’ll change the delivery method to ensure you have tickets in hand for the event.

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Do I pay for the delivery of my tickets?

StyxWorld.com covers all costs associated with delivering your tickets to you.

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I didn’t receive my tickets. What do I do?

First, review your receipt to confirm that your tickets were intended to be mailed to you. If your tickets were supposed to be mailed and you have not received them two weeks prior to show date, please contact help@StyxWorld.com.

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Why can’t I select my seats?

Ticket orders on StyxWorld.com are assigned on a first-come, first-served basis. This means the best seats in the house are generally assigned to the first people who purchase their tickets. To speed up your checkout process, fill out your address and payment details in the My Account section.

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How and when will I find out where my seats are?

The exact location of the seats will be emailed to you within six-eight weeks of your ticket purchase. We secure blocks of the best possible tickets to sell to the StyxWorld.com community and these seats are assigned on a first-come, first-served basis. The general section and rows of the seats will be clearly indicated on the ticket product page. The first orders placed will generally get the best seats.

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Can I return or transfer my tickets to someone else?

Unfortunately we are unable to accommodate ticket returns and transfers.

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What happens if I purchased tickets from StyxWorld.com and the show is cancelled?

In the event that a show is cancelled, we will email you and issue you a refund for the cost of your tickets plus the service charge. The ticket transaction fee is non-refundable.

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What happens if I purchased tickets from StyxWorld.com and the show is postponed?

In the event that a show is postponed and its date has changed, we will contact you via email and let you know the new details.

Generally, your original tickets will be honoured on the new date. Should you be unable to attend the new date, we will credit you the cost of your tickets plus the service charge (the ticket transaction fee is non-refundable) as long as you let us know you require a refund prior to our refund deadline date. This date will be mentioned in our email to you. If you do not inform us by the deadline, we will be unable to grant a refund. These deadlines are dictated by the venues and not by StyxWorld.com.

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I purchased a ticket package. How will I get details on that?

You will receive an email from StyxWorld.com with the complete details on your ticket package purchase including specific night of instructions, arrival time and entry information. Should you have any questions, please contact us using one of the methods outlined in the Contact Us section.

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Who do I contact if I have questions about my tickets?

If you have questions about your ticket purchase, please contact us using one of the methods outlined in the Contact Us section.

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STYX Lounge Subscription Help

I am having trouble accessing the subscriber area. What do I do?

Make sure that you are signed into your account (if you are signed in, your username will appear in the top right corner of the site). If you are signed in and still can't access the subscriber areas of the site, please email us at help@StyxWorld.com and tell us in as much detail as possible what you are experiencing. We will help you.

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How long does my subscription last?

Your subscription length depends on the length of subscription you purchased. To find out when you subscription expires, click on My Account in the top right corner of the site (it will appear beside your username). Then select Edit My Subscription, where you will see the date on which your subscription is due to expire.

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How do I renew my subscription?

To renew your subscription, simply visit the StyxWorld.com Store and purchase the subscription length of your choice. We will take care of everything from there. You should notice the expiry date in the My Account section updated within 24 hours of your purchase. If that expiry date does not change, please email us at store@StyxWorld.com.

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Can I get a refund for my subscription?

No. Subscriptions are non-refundable and non-transferable.

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Troubleshooting

I have already placed my order, but I want to make changes. Is that possible?

If you wish to make changes to an order before it has shipped, please contact us using one of the methods outlined in the Contact Us section. Since we process orders soon after they are placed in order to ship them to you as fast as possible, there is a very short window in which the orders can be modified.

Please note that requested order changes will be made at the discretion the StyxWorld.com Store. During certain periods we may not be able to make any changes in time due to the volume and nature of orders. Please ensure accuracy and completeness of your order before submitting the order in the check out process.

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Why do I see multiple charges on my credit card?

When you make any purchase online, a pre-authorization check is done with your credit card company to ensure that your card is valid and has sufficient funds to complete the transaction. This pre-authorization puts a hold on the funds required for the order you are placing. Once the StyxWorld.com Store processes your order, your card is charged one time only. If you experience difficulties ordering, and make several attempts to place your order, on occasion it is possible for a credit card company to pre-authorize your card multiple times, putting multiple holds on your card. These holds are temporary and should be released by your credit card company within two-three business days. If the hold has not been removed within 48-72 hours, please contact us at store@StyxWorld.com and we will assist you as best we can to speed up the process with your credit card company.

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I didn't receive my order. What happened to it? What do I do?

A shipment may have been returned to us as undelivered due to:

Incorrect Address
If the address that is provided during the order process is incorrect or outdated, the shipment is typically returned to us by the carrier or unintended recipient. If the package is returned to us we will contact you to refund the amount of the product excluding the shipping charges or reship your order.

Failed Delivery Attempt
Most carriers make up to three attempts to deliver a package. If the driver feels it is unsafe to leave a package they will take it to a local post office or carrier's outlet for pickup and leave a delivery notice. You must act upon this notice before the package is declared undeliverable (timeframe varies from carrier to carrier and is outlined on the delivery notice).

Refusal by Recipient
If a recipient is not expecting a shipment, they may refuse the package if they believe it was sent to them in error. In the event that you are sending a package to a recipient other than yourself, let the recipient know that a shipment is due.

When we receive a returned package that is marked as undeliverable, we issue a full refund (excluding the shipping charges). We are unable to reship orders that are returned to us as undeliverable. If you would like to purchase items that were undeliverable, you will need to place a new order.

If you suspect that your order cannot be delivered as addressed and you have not received confirmation of its return or refund after four (4) weeks from the estimated delivery date, please contact us using one of the methods outlined in the Contact Us section.

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Returns Policy

In order to keep our prices as low as possible, ALL SALES ARE FINAL! We are unable to exchange items or offer you a refund for any reason other than if the products you received are damaged, defective or incorrect.

When you place your order you are entering into a contractual agreement for your order and we will proceed with charging your indicated payment method and delivering the products and/or services.

If the product you receive is remarkably different than what was advertised on the StyxWorld.com Store please contact us using one of the methods outlined in the Contact Us section.

If you received a damaged, defective, or incorrect item we ask that you contact us using one of the methods outlined in the Contact Us section.

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Contact Us

If you have questions we are here to help! There are several ways to contact us:

• For ticket purchases: tickets@StyxWorld.com
• For Store purchases: store@StyxWorld.com
• For general questions: help@StyxWorld.com

Phone:
+1 (416) 469-9809
Please specify your name, reason for your call, order number (for store and ticket inquires), and return phone number when leaving a message.

Post:
The StyxWorld.com Store
2238 Dundas Street West
P.O. Box 59039
Toronto, Ontario
M6R 3B5
Canada

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