FAQs

FAQ – DeKalb County Tickets

DeKalb County Tickets is a centralized ticketing system designed to make it easy, convenient and affordable for local organizations, community groups, patrons and performers to sell or purchase tickets for numerous area events, performances, festivals and theatrical productions – all with one click on www.dekalbcountytickets.com.

Is it safe to purchase your tickets online?

Yes.  Our ticketing site is protected by a company called GeoTrust.  When you reach the page requesting payment information, you will see that the web address begins with “https:\\”, which indicates a secure site.

What do you do with the personal information of mine that you collect?

We only ask you for the information needed to process your order and contact you in the event of any event changes or cancellations. Your first and last name, address, email address, and a primary phone number are required for these purposes. We protect your personal information carefully and do not sell your information to other companies. Please note that the promoter of the event you purchase tickets for may also be given your contact information if necessary. However, no payment information is ever provided to the promoter.

What does Will Call mean?

Will Call is an alternative to receiving your tickets in the mail. It simply means that you will pick up your tickets at the box office usually within an hour prior to show time on the day of the event.  You typically must show a photo ID to claim your tickets.

Are tickets refundable?

No.  Your ticket purchase is final once you’ve completed your order.

What is the difference between General Admission and Reserved Seating?

Reserved seating means that the tickets you purchase to an event provide admission to the event and guarantee you a specific seat in the venue.  General Admission seating means that you have a ticket to be admitted to an event and have your choice of where to sit or there is no seating for that event.  It does not guarantee you an exact seat in the venue.  For the best selection of seats, we recommend you arrive early.

How does online seat selection work?

You have the opportunity on reserved seating events to select your exact seat. (Note: Should you wish, you may select QuickPick, which will select the best available seats for you.)

After you select your event, click Buy Tickets and follow these simple steps to choose your exact seat:

  1. Look for the Seat Map under the Select Your Own Seats heading.
  2. Hold your mouse over the section you would like to sit in. The number of seats available in that section will appear. Click on your selected section.
  3. A new page will appear with a graph showing each seat in your section. Simply select the seat(s) you prefer with a click of the mouse to place the seats on hold (indicated with a check mark).
  4. When you are done selecting your seats, click on Reserve Selected Seats at the bottom of the seating graph.
  5. A new page will show your ticket selection, with complete and detailed pricing for your review. Check all dates, event details, and seating selections carefully and then click on either Checkout or Continue Shopping, should you wish to purchase more tickets.

Why are some events only General Admission?

Some venues holding events are not equipped for reserved seating, which requires numbering seats and careful planning. Outdoor festival or amphitheater seating also does not normally allow for reserved seating.

What happens if I forget my password?

First, select the option to have your password hint sent to your email address. If you still cannot remember, email us and we will reset your password and send it to you.

How safe is it to have my tickets mailed to me?

Tickets are mailed First Class, USPS, in plain white envelopes to the address you enter when purchasing. The United States Post Office does not take responsibility for lost or damaged first class mail. They state about First Class Mail delivery:

  • Estimated delivery time is one to three days.
  • Estimated delivery time begins on the date postmarked.
  • Not a guaranteed service (no refunds). Delivery by a specific date at a specific time is not available.
  • Mailing standards are based on distance.

Most tickets are delivered by the Post Office with no problems. You can assist the delivery by carefully entering and reviewing the address information when you purchase.

Why are fees added onto the price of the ticket?

The base price of the ticket covers only the cost of admittance to the event. It does not include:

  • Printing of tickets
  • Ticket distribution (online, charge by phone, outlets)
  • Processing your ticket order
  • Tracking and inventory control, assuring your ticket will be valid and not oversold
  • Box office services
  • Will call delivery
  • Postage, envelopes, and other delivery costs
  • Box office personnel and customer service on your order
  • A secure website, credit card processing, and merchant fees

Ticket fees bring your ticket to you and cover these costs.

What is a convenience fee and how is it set?

A convenience fee is normally added to any ticket not purchased at the Box Office or venue. It is considered a “Convenience” fee because it allows you to purchase a ticket without driving or waiting in line, and in many cases, your tickets are delivered to your home.

How do I arrange to sell tickets to my event through dekalbcountytickets.com?

Please send an email to info@egyptiantheatre.org and we’ll be happy to assist you.  The setup is very simple and our fees are extremely low.  Our goal is to make it easy for you to sell your tickets online.

Are ADA Services available?

Most venues provide seating for persons who require ADA seating, with companion seating if necessary.  All venues are required to have ADA accessible bathrooms.  When ordering tickets, please let the venue know in advance that ADA seating is required for an event.  The ADA defines a service animal as any guide dog, signal dog, or other animal individually trained to provide assistance to an individual with a disability.

Airports

The DeKalb area is serviced by three major airports: O’Hare International Airport, Midway International Airport and Rockford International Airport.  The DeKalb Municipal Airport can accommodate private planes.

Aisles

For safety and as a courtesy to other patrons, please do not sit or stand in the aisles. Aisles should be kept clear at all times. We ask that you comply with these policies. Any patron not in compliance is subject to ejection.

Box Office Hours

  • The Box Office is located at 135 N. 2nd Street in Downtown DeKalb, IL 60115
  • Tuesdays 2pm-6pm
  • Thursdays 11am-3pm

Cameras

Video cameras, monopods, tripods, audio recording devices and cameras with telephoto or zoom lenses, including SLRs, are typically not permitted for most events.  For each event this decision is made by the producer or promoter typically because of strict copyright laws or for the safety of performers.  This policy will be strictly enforced.  Please check with the box office to see what is allowed for any specific event.

Concessions

Outside food or drink is usually not permitted at most venues.  A concession stand may be available for particular shows or events depending on the venue.

Doors Open

  • Check your ticket for details on when doors open for your event.

Exchanges

There are no exchanges or refunds given.

Lost and Found

If you’ve misplaced an item while you’re in a particular venue, please check with that venue to locate the lost and found item.

Mailed Tickets

If your tickets are to be mailed, you should receive them within a reasonable amount of time, generally 7 to 10 business days from purchase. If you do not, please contact DeKalb County Tickets no later than 24 hours before the day of a performance to insure proper attention.

Parking

Please refer to the event venue’s website for more information.

Payment Types Accepted

Box office: We accept cash, Visa, MasterCard, and Discover credit cards/debit cards.
Checks made payable to DeKalb County Tickets with a driver’s license are accepted at the box office.

Refunds

All sales are final. No requests for cancellations or refunds are accepted.  In the event that a performance is either cancelled or postponed, the venue will make every effort to contact every patron via e-mail, time permitting.  Refunds on tickets purchased are made for a cancelled or postponed event only. In all instances when a ticket is refunded, only the cost of the ticket is refunded. Please also see “Exchanges”.

Resale Tickets

DeKalb County Tickets can only provide customer care and service for tickets purchased through it or its affiliates. Tickets that have been purchased via resale cannot be guaranteed nor provided any type of customer service since that sale will not be in our system.

Smoking

By law, smoking in all areas of public buildings is prohibited. You may smoke outside at least 15 ft. away from all entrances to the building; however, you must retain your ticket for admittance back into the building.  Check with specific venue for any other regulations.

Tickets

Tickets can be ordered online or purchased over the phone by calling 815-758-1225.  Tickets can also be purchased during box office hours, held at will call, mailed, or printed at home.

Weather

Most venues rarely cancel or postpone events due to inclement weather. Please be advised that tickets for all events are sold on a non-refundable and non-exchangeable basis. This stipulation is clearly marked on each ticket. Should a decision be made to cancel or postpone an event, this information will be posted, as soon as we receive it, on www.dekalbcountytickets.com, as well as on our main information telephone line at 815-758-1225. Please continue to check our website and call our main information telephone line for the latest, up-to-the-minute information.

Will Call

If your tickets are to be “held at will call”, they will be at the venue will call table at the time of the performance. You MUST have a photo ID or the credit card you used to purchase the tickets in order to pick them up.  The signer of the credit card used for the purchase will be required to sign for the tickets in order to pick them up.

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