Santana Fan Club Help


Frequently Asked Questions

Artist Questions

  1. Can I meet Carlos Santana?
    As you can imagine, Carlos has a very busy schedule. Although he would love to meet with everyone individually, that is just not possible. We hope you understand.
  2. Is Carlos Santana coming to my town?
    All of Carlos Santana’s confirmed dates will appear on the Tour page . If you haven’t already, you may also want to sign up to the Santana Fan Club mailing list as most dates and all Best Seats presale information will be announced through the newsletter. If you have heard about a date that does not appear in the Tour page, please email us at tickets@Santana.com to see if that date is confirmed.
  3. Can I mail something to Carlos Santana?
    Although you can mail letters to us here at Santana Fan Club, we are unable to guarantee that your letter will reach Carlos Santana. And while the kindness and thoughtfulness of those sending gifts are very much appreciated, please don’t send Carlos Santana any gifts through the mail.
  4. I have written a song for Carlos Santana, how do I send it to him?
    We are so glad to hear that Carlos Santana has inspired you to write your own songs; please keep up the hard work. However, due to the demands on Carlos Santana’s schedule, and the volume of inquiries we receive, we regret that we are unable to accept musical submissions.
  5. Can I send Carlos Santana a gift or letter in the mail?
    If you do send a gift, letter, song or other item to Carlos Santana via the postal address associated with Santana Fan Club we cannot guarantee that we’ll be able to acknowledge receipt of your item or correspondence. However, we try to acknowledge receipt of all electronic correspondence in a timely fashion. In some cases, due to the overwhelming volume of email that Carlos Santana receives, it can sometimes take longer than we’d like to respond to community members but we do our very best to get back to everyone, so please be patient.
  6. Will Carlos Santana play my private function?
    Although Carlos Santana is flattered by requests from the community to play private functions, unfortunately due to the extremely hectic nature of his touring and recording schedule, Carlos Santana is unable to be booked for private performances.
  7. Will Carlos Santana dedicate a song or deliver a personal message at a concert?
    As you can imagine each performance that Carlos Santana gives is an extremely busy, complicated and unpredictable affair. Because of this, we are simply unable to arrange for song dedications or “shout outs” during performance. We hope that you understand.
  8. Can I request an autograph through Santana Fan Club?
    Although this is a service that we would love to be able to offer the community in the future, at this time we are unable to provide autographed pictures, merchandise or arrange to have an item signed by Carlos Santana. Please be sure to join the Santana Fan Club mailing list because if this policy changes, we will be sure to make an announcement in an edition of our newsletter.

Membership

  1. What is the difference between a Subscription and a Membership?
    A subscription grants priority seating in our Best Seats ticket presales along with access to subscriber-only content sections of the site. A membership is only required as a prerequisite to becoming a Subscriber.
  2. Why should I sign up for a Santana Fan Club membership?
    A membership is only required if you intend on becoming a Santana Fan Club Supernatural Subscriber
  3. How much is a membership?
    Santana Fan Club membership is free.
  4. How long does my Santana Fan Club membership last?
    There is no expiry on your Santana Fan Club membership.
  5. How can I change the email address in my account?
    Clicking on the “My Account” link located at the top right of the site will take you to a page where you can access the Edit My Password and Email Address page. Once here, enter in your new email address in place of your old one, enter in your password for security reasons and then click “Submit”.
  6. How do I reset my Santana Fan Club password?
    If you have forgotten or would like to change your Santana Fan Club password, please visit the Reset My Password page and submit your email address. You’ll be emailed a link to a page that will allow you to change your password. This link is time sensitive so please be sure to click it and reset your password within a few hours of submitting your “Reset My Password” request or it will expire and you will be required to restart the process. For your security, the password reset system on Santana Fan Club is completely automated. Our customer service representatives are unable reset your password for you, so you must follow this procedure if you forget your password. If you no longer have access to the email address you used to create your account, please email fanclub@Santana.com.
  7. I’m signed up for Santana Fan Club newsletters. Does that mean I am a member?
    No. The Santana Fan Club mailing list and the Santana Fan Club membership list are different lists. You are only signed up as a member if you have filled out the form on the Join page.

Store Help

General Store

  1. What is the Santana Fan Club Store return 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 SantanaFanClub.com 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.

  2. What countries does the Santana Fan Club Store ship to?

    We ship to the following countries:

    Australia, Austria, Belgium, Canada, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Iceland, Ireland, Israel, Italy, Japan, Latvia, Lithuania, Luxembourg, Malta, The Netherlands, Norway, New Zealand, Poland, Portugal, Slovakia, Slovenia, South Africa, Spain, Sweden, Switzerland, USA , Vatican City

  3. What browser does the Santana Fan Club Store work best in?

    We recommend that you use the latest version of Chrome, Firefox or Internet Explorer to make your Santana Fan Club ticket, merchandise or subscription purchase.

    NOTE: Santana Fan Club and its associated stores are not compatible with Internet Explorer 6 or earlier or any version of Internet Explorer used on the Windows XP operating system. If you are using Windows XP, please browse the site using either Firefox or Chrome.

Ticket Presales

  1. I am a Santana Fan Club Supernatural Subscriber, how do I receive priority seating in your Best Seats ticket presales?
    If you are a Santana Fan Club Supernatural Subscriber, receiving priority seating in our presales is easy. Simply complete your ticket purchase in our Santana Fan Club Ticket Store using the email address associated with your Santana Fan Club membership account and we’ll take care of the rest!
  2. What is “Pick Up”?
    We refer to your tickets being available for pick up at the venue as “Pick Up” in the Santana Fan Club Ticket 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 SantanaFanClub.com ticket purchase. Please review the pick-up instructions email carefully.
  3. When will I get my Carlos Santana tickets?
    If your tickets are being mailed, they should arrive no later than two weeks prior to the show date. If you have not received your tickets within that timeframe, review your receipt to confirm that your tickets were intended to be mailed to you. If they were, please contact tickets@Santana.com.
  4. Why am I unable to pick my seats?
    Ticket orders on Santana Fan Club are assigned on a first-come, first-served basis with our Supernatural Subscribers receiving priority seating. Your seat location will reflect where you were in queue when purchasing your tickets. If you are interested in receiving priority seating in our ticket presales visit the Santana Fan Club Store and purchase a Supernatural Subscription today!
  5. When will I know where I am sitting?
    You will receive an email detailing the location of your seats within six-eight weeks of your ticket purchase. The general section/area of the seats you have purchased can be found on the ticket Store page and on your confirmation email.
  6. How will I get my Carlos Santana 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.
  7. What happens if my tickets don’t arrive?
    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 tickets@Santana.com.
  8. My order appears to have been cancelled. Why?
    Occasionally, the Santana Fan Club may, at our own discretion, cancel an order. This cancellation may extend to orders placed from the same IP address, 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 ticket transaction fee is non-refundable. Santana Fan Club.com reserves the right to prohibit sales to dealers.
  9. Can I transfer my tickets to someone else?
    Unfortunately we are unable to accommodate ticket transfers. If you are buying pick-up tickets as a gift for someone else, please include the name of the person on the Ticket Pick-up Name page that will appear during the checkout process. If the gift recipient’s name is not indicated at time of purchase, tickets cannot be transferred at a later time.
  10. Can I get a refund on tickets I have purchased through Santana Fan Club?
    Unfortunately we are unable to accommodate ticket refunds.
  11. Can I exchange tickets I have purchased through Santana Fan Club for a different show?
    Unfortunately we are unable to accommodate ticket exchanges.
  12. What happens if I purchased tickets from Santana Fan Club 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.
  13. What happens if I purchased tickets from Santana Fan Club 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 Santana Fan Club.

Site Feedback and Comments

  1. How do I get technical support for the site?

    Having trouble with the site? Let us know, in as much detail as possible, what you are experiencing by emailing fanclub@Santana.com. We’ll get back to you as quickly as we can to assist you. The more detail you provide us (such as your operating system and the browser you are using), the quicker we’ll be able to determine what is causing you trouble.

    If you are experiencing technical difficulties with Santana Fan Club such as getting an error page or are unable to make a purchase in our Store please try the following prior to emailing fanclubstore@Santana.com:

    • Update your computer by downloading the latest Windows updates
    • Update your browser to its most recent release. Please note: Internet Explorer 7 or higher on Windows Vista and higher, FireFox and Chrome are the most preferred browsers when visiting SantanaFanClub.com and its associated stores. NOTE: SantanaFanClub.com and its associated stores are not compatible with Internet Explorer 6 or earlier or any version of Internet Explorer used on the Windows XP operating system. If you are using Windows XP, please browse the site using either Firefox or Chrome.
    • Clear your computers cache/browsing history
    • Reboot your computer

    If you are getting a specific error message, please be sure to make note of this in your email. Also, if you are able to attach a screenshot of the problem page with your message, this can also help expedite the trouble shooting process.

  2. Where should I send my feedback or comments about the site?
    We love to hear your feedback and ideas for the site. Send us an email at fanclub@Santanab.com with anything you’d like to share.
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