General Store Help


Santana Fan Club Help

General Santana Fan Club Store Questions

  1. Do I need an Santana Fan Club membership account to order items through the Store?
    If you are looking to purchase a Santana Fan Club subscription or participate in the Santana Fan Club’s exclusive ticket presales you will need to create a free, basic Santana Fan Club membership account. All other purchases can be made without an account.
  2. How do I know that ordering through the Santana Fan Club Store is safe?

    We provide our customers with the most secure and reliable network services available. When you place a Santana Fan Club order, your information is protected by 128-bit Secure Socket Layer (SSL) certificate encryption so your transaction, including credit card information, is transmitted securely to protect against outside intrusion. 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 and American Express.

  3. How accurate are the product descriptions in the Santana Fan Club Store?
    Santana Fan Club 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.
  4. 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
  5. How do I know if an item is available?

    The availability of items in the Santana Fan Club 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, Santana Fan Club 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.

  6. I can’t log into my account. Why?
    There are several possible reasons that you may not be able to sign into your Santana Fan Club membership account. First, check that you have entered all your information in correctly. Second, make sure that you are signed up for an Santana Fan Club membership account. The Santana Fan Club mailing list and the membership database are separate. If you can’t remember if you’ve signed up for a membership 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.
  7. My account has been terminated. Why?
    Santana Fan Club may terminate your account or your use of Santana Fan Club at any time. You are personally liable for any orders that you place or charges that you incur prior to termination. Santana Fan Club reserves the right to change, suspend or discontinue all or any aspects of the site at any time without prior notice.

Placing Your Order

  1. What payment methods can I use to order from the Santana Fan Club Store?

    Santana Fan Club accepts Visa, MasterCard and American Express.

  2. What currencies can I shop in at the Santana Fan Club Store?

    When placing an order in the Santana Fan Club Store, you may choose to be view browse 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. All charges will appear on your credit card statement in USD.

    If your credit card’s issuing financial institution bills you in a different currency, 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.

  3. 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.
  4. 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).

  5. Will customs charges be applied to my order?

    While the Santana Fan Club Store 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 the Santana Fan Club Store, 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.

    Santana Fan Club and its partners are not responsible for international taxes or levies charged for your order.

  6. How do I know if my order has gone through?

    After you have submitted your order in the Santana Fan Club Store, a confirmation email will be sent to the email address you entered into your Santana Fan Club membership account. This email confirms the receipt of your order. Santana Fan Club 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 fanclubstore@Santana.com to confirm your order has been processed.

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

    Occasionally, the Santana Fan Club Store may place limits on an order. These restrictions may extend to orders placed from the same membership 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 Santana Fan Club Store reserves the right to limit sales to dealers.

  8. My order appears to have been cancelled. Why?

    Occasionally, the Santana Fan Club Store may, at our own discretion, cancel an order. This cancellation may extend to orders placed from the same membership 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 Santana Fan Club Store reserves the right to prohibit sales to dealers.

  9. 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 fanclubstore@Santana.com for assistance.

Ticket Purchasing Help

  1. How do I buy tickets from Santana Fan Club?
    You must have a Santana Fan Club membership account and be logged in to that account in order to participate in our exclusive ticket presales. Click here to log in or create an account and then visit the Tour page. All active ticket presales will have buttons that say “On Sale Now”. To purchase, just click this button and select the type and quantity of tickets you would like and check out. Supernatural Subscribers receive priority seating — meaning, regardless of when they purchase, they’ll always be seated first.
  2. I ordered tickets from the Santana Fan Club. 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.

  3. What is “Pick Up”?
    We refer to your tickets being available for collection at the venue as “Pick Up”. 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 Santana Fan Club account. Please review the pick-up instructions email carefully.
  4. 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 used to purchase your tickets.
  5. 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.
  6. Do I pay for the delivery of my tickets?
    Santana Fan Club covers all costs associated with delivering your tickets to you.
  7. 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 tickets@Santana.com.
  8. Why can’t I select my seats?
    Supernatural Subscribers receive priority seating — meaning, regardless of when they purchase, they’ll always be seated first. All other Santana Fan Club ticket orders are assigned on a first-come, first-served basis.
  9. 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 Santana Fan Club members 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.
  10. Can I return or transfer my tickets to someone else?
    Unfortunately we are unable to accommodate ticket returns and 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.
  11. My order appears to have been cancelled. Why?
    Occasionally, 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 reserves the right to prohibit sales to dealers.
  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.

  14. I purchased a ticket package. How will I get details on that?
    If you have questions about your ticket purchase, please contact us using one of the methods outlined in the Contact Us section.
  15. Who do I contact if I have questions about my tickets?
    You will receive an email from Santana Fan Club 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.

Subscription Help

  1. 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 of the site). If you are signed in and still can’t access the subscriber areas of the site, please email us at fanclub@Santana.com and tell us in as much detail as possible what you are experiencing.
  2. How long does my subscription last?
    Supernatural subscriptions last for one year from the date of purchase.
  3. How do I renew my subscription?
    To renew your subscription, simply visit the Santana Fan Club Store and purchase a new Supernatural subscription. We will take care of everything from there.
  4. Can I get a refund on my subscription?
    No. Subscriptions are non-refundable and non-transferable.

Troubleshooting

  1. 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 of Santana Fan Club 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.

  2. 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 Santana Fan Club 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 fanclubstore@Santana.com and we will assist you as best we can to speed up the process with your credit card company.
  3. I didn’t receive my order. What happened to it?

    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 (time frame 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.

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 Santana Fan Club 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:

Phone:
+1 (888) 323-6927
Please specify your name, reason for your call, order number (for store and ticket inquires), and return phone number when leaving a message.

Post:
Santana Fan Club
c/o officialCOMMUNITY
2238 Dundas Street West
P.O. Box 59039
Toronto, Ontario
M6R 3B5
Canada

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