Frequently Asked Questions
Q: I forgot my password. What should I do?
A: If you forgot your password, click here to enter the email address that you used to create your FandangoVIP account and a temporary password will be sent to your email address. Once you click the 'SEND EMAIL' button, your password will be emailed to that address.
Q: Can I check-out as a guest?
A: No, FanShop doesn’t currently support guest checkout. You can checkout using a FandangoVIP account. Register for a FandangoVIP account here.
Q: I'm looking for a specific item, but I no longer see it online. Can I still get it?
A: If an item isn't pictured online, it’s not available at this time. But we may be able to find out if it's coming back soon. Just click here and select "General Product Questions" from the email options. Include the item name, description and SKU number (if you have it). We'll find out if, and when, it's coming back!
Q: How can I join the FanShop team?
A: Interested in joining our team of movie superfans? Great! Please visit http://www.fandango.com/careers for open positions.
Q: What if I need to change my order after I hit "Submit"?
A: Made a mistake on your order? It happens to the best of us! Please email us here to revise your order. If the order hasn't been processed for shipping, we should be able to modify it for you. Please note that we can’t modify your order once it’s shipped. However, we do offer exchanges on some items. Check out our policy here.
Q: How do I know if my order went through?
A: You should receive an order number via email as soon as your order has been processed. Make sure you click the "Submit" button only once to avoid duplicate orders or charges.
Q: Why haven't I received an email regarding my order?
A: If you haven’t received an email regarding your order, we may have an outdated email address on file or it might have hit your SPAM folder. Make sure to keep your user information current and try turning off any spam blockers that may be preventing our messages from getting to you.
Q: How do I return or exchange something in my order?
A: We don’t accept returns but we do accept exchanges! Click here for instructions and to view our Exchange Policy. We must receive all exchanges, including the replacement of missing or damaged items, within 30 days of the date your order shipped.
Q: What do I do if something in my order is damaged or missing?
Q: Can I back-order an item that is sold out?
A: No, but there’s a chance that the sold out product may be reordered in the near future. If there's a product you really want, send us an email by clicking here and selecting "Product Questions" from the email options. Include the item name, description and SKU number (if you have it). We'll let you know if, and when, it's coming back!
Q: Why doesn't the FedEx website recognize the tracking number of an order I placed?
A: Your tracking number won’t be recognized by FedEx.com until their tracking system is updated to include your order, which takes approximately 24 hours after your order has shipped. Try tracking your package again the following day and follow it to your front door.
Q: Can I order by telephone?
A: Sorry, all orders must be placed via our website.
Q: Does FanShop ship internationally?
A: No, FanShop doesn’t ship internationally.
Q: When will I receive my order?
A: Orders typically take 1-2 business days to process, regardless of the shipping method used. Orders are shipped Monday through Friday. We may need to email you if there is an issue with your order, so please keep your email address and account information updated.
Q: Does FanShop offer gift boxes or gift wrapping?
A: We may offer gift boxes during the holiday season. If available, just add them to your order when you're checking out. We will select the appropriate size and number for your order. Unfortunately, we do not offer gift wrapping at this time.
Q: What types of payment do you accept?
A: We accept MasterCard, Visa, Discover, American Express and ATM/debit cards with the Visa or MasterCard logo. We’re unable to accept PayPal, Fandango Gift Cards, single-use credit cards, or any other payment methods.
Q: Why does my bank statement show two entries for the same order? Was I charged twice?
A: If you pay for your order with a debit card, your bank statement might show two entries at the same time, a pre-authorization and the final sale. The pre-authorization hold should fall off within a few days, depending on your bank's policies. This hold allows us to verify that funds are available so we can start processing your order. Unfortunately, the pre-authorization hold and final charge aren't combined into one single transaction when you complete a transaction with a debit card.
Q: Do I have to pay tax on my purchase?
A: Yes. Sales tax is calculated according to the state and county tax laws where the order is being shipped. The tax shown online is only a quote and may differ slightly from the total charged, usually by no more than a few cents.