100% Buyer Guarantee
Every order placed through StubOrder is backed by a 100% money-back guarantee. Tickets are listed by vetted professional sellers held to superior-service standards, and the four promises below apply to every ticket ordered through the marketplace. If your experience falls short of them, you get your money back.
Your tickets are legitimate and valid for entry
Every ticket sold through StubOrder is guaranteed to be authentic and valid for entry to the event or amenity it covers, such as parking. If the venue says there is a problem with your tickets, contact your ticket seller immediately. To complete a refund you will need evidence of the problem from the venue if the seller cannot resolve it on the spot: a letter from the venue, or even a short email identifiably from venue personnel confirming the tickets would not scan, is enough. That evidence is what allows the refund to be recovered from your ticket seller.
You get the seats you ordered, or better
Sellers are required to provide the seating they advertise, or seating that is equal or superior. A seller who must make a significant change to the section or row of an order is expected to contact you proactively to confirm it. If you receive a substitution you are unhappy with, contact us immediately at tickets@stuborder.com and we will investigate on your behalf to find a resolution that works for you and the seller.
Your tickets arrive before the event
Physical ticket deliveries go to the shipping address entered at checkout, and tickets are guaranteed to ship in time for at least one delivery attempt to be completed before the event. Please be available to receive the package when the delivery attempt is made. In the rare case tickets are not shipped or delivered in time for the event, compensation is coordinated with the ticket seller on your behalf.
If an event is permanently cancelled, you are refunded
When an event is permanently cancelled, the ticket order is refunded in full, excluding delivery fees, in coordination with the selling broker. For hard-stock tickets the seller may require the tickets to be returned before the refund is issued.
Making a claim
Email tickets@stuborder.com with your order number and a short description of the problem. For validity issues, include the evidence from the venue described above. You can read more about how ordering works on the How it works page.
Frequently asked questions
What does the StubOrder 100% guarantee cover?
Four things on every order: your tickets are legitimate and valid for entry, you receive the seats you ordered or better ones, your tickets arrive in time for the event, and you receive a refund if the event is permanently cancelled. If your order falls short of these promises, you are covered by a 100% money-back guarantee.
What if the venue says my tickets are not valid?
Contact your ticket seller immediately. To process the refund, evidence of the problem from the venue is required, such as a short letter or an email from venue personnel confirming the tickets would not scan. That evidence is what allows the refund to be recovered from the seller.
Do I get a refund if my event is cancelled?
Yes. If an event is permanently cancelled, the ticket order is refunded in full, excluding delivery fees. For physical hard-stock tickets, the seller may ask you to return the tickets before the refund is issued.
Who do I contact about a guarantee claim?
Email tickets@stuborder.com with your order number and what happened, and our team will investigate with the seller on your behalf.