Policy

How do I contact Customer Service? In order to receive the quickest response to your customer service needs, we recommend emailing bonnarootix@musictoday.com. One of our Customer Service Representatives will respond to your email in the timeliest manner possible.

Registration & Access Codes

What can I do if I’m getting an error when trying to access the page?

• Try refreshing your browser.
• Closing the browser and opening a new one.
• Or try using a different Internet browser.

What do I do if I lose my username/password? Click the "Forgot Username/Password?" link on the account login screen. Then, enter the email address you used to set up your account. Your username and password will be emailed to you.
**Important: If you have an access code, it will not be emailed to you. If you lose your access code you may not be able to buy tickets through the fan club pre sale.

How do I create an account with my access code?
• Click the "Your Account" link in the upper right hand corner of the page.
• Create a New Account by clicking the "Continue" button in the left half of the screen.
• Create your username and enter it in the "username" field.
• Enter your email address - please enter a valid email address as your order confirmations will be sent to that address.
• Re-enter your email address for verification.
• Decide whether you wish to join the email list (if you are not on it already) by checking or un-checking the "Yes, I'd like to join the mailing list" box.
• Create a password and enter it into the "password" field.
• Confirm the password by re-entering it into the "confirm password" field.
• Important: Write down your username and password that you created with the Access Code you received and put it in a safe place - You will need your Username, Password, and Access Code when you come back to buy your tickets.
• Finally, enter the Access Code that you received into the "Access Code" field and click the "continue" button.

Why is it telling me my access code is invalid? Try entering the code again. The codes have many numbers and letters so it is easy to enter them incorrectly. Tip: the letters in the access codes are not case sensitive.

Why is it telling me that my code is already in use? Try entering the code again. The codes have many numbers and letters so it is easy to enter them incorrectly. Tip: the letters in the access codes are not case sensitive.

Delivery

When can I expect my tickets to be delivered? All tickets for the festival will be shipped on Wednesday, May 27th. THERE IS NO WILL CALL FOR THIS EVENT. Please remember to have your tickets shipped to an address where you will be in early June. Remember UPS delivers between 8AM and 5PM Monday-Friday so please provide an address where you will be during those hours. If you live outside the U.S. or Canada and are requesting tickets for the Festival, you must email bonnarootix@musictoday.com and arrange for shipment before ordering. On the day your tickets are shipped, you will be sent an e-mail including the UPS Tracking information. If you have not received your tickets within 2 Weeks of the event date please email bonnarootix@musictoday.com.

Can my tickets be sent through the regular mailing service? No, at this time UPS is the only delivery option.

What if nobody is there to receive the package? Due to the value of the packages we send out and to ensure successful delivery to you,. please make sure you give us an address where you will be during daytime hours. Many of our customer’s have their tickets shipped to their business address for this reason. If three attempts are made without success, the tickets will be returned to us. We can resend them to you for an additional ship fee of $15.00. If we need to overnight the tickets in order for you to have them by the time of the show, that fee increases to $25.00.

How can I track my package? When your package is shipped, we will send you an e-mail with the tracking number. You can click on that number and it will take you to the carrier’s website for tracking.

What if I need to change my shipping address? We are able to change your shipping address as long as your tickets have not already been shipped. Please email bonnarootix@musictoday.com to request an address change.

Where should I send my tickets? We recommend sending your tickets to your place of business if you work during the day. Please remember that UPS cannot deliver to P.O. boxes. Our carrier guarantees delivery to a business by 4:30 P.M. and to a residence by 7:00 P.M, so please keep this information in mind when choosing your shipping address. Many of our customer’s have their tickets shipped to their business address. If three attempts are made without success, the tickets will be returned to us. We can resend them to you for an additional ship fee of $15.00. If we need to overnight the tickets in order for you to have them by the time of the show, that fee increases to $25.00. THERE IS NO WILL CALL FOR THIS EVENT. We will send you an email with the UPS Tracking Information on the day your tickets are shipped.

Why do we ship 2 Day Air? Due to the value of these tickets, and the critical nature of prompt delivery, we use a service that allows both the customer and the company to track the package until it is in your hands. We will send you an email with the UPS Tracking Information on the day your tickets are shipped.

Problems

I have not seen my tickets yet, where are they? All tickets will be shipped Wednesday, May 27, 2009. If you have not received your tickets one week prior to the show date, please contact our Customer Service department at bonnarootix@musictoday.com and we will resolve this matter for you.

What should I do if I got the wrong amount of tickets? If you receive the incorrect amount of tickets you ordersed, please contact our Customer Service department immediately at bonnarootix@musictoday.com so that we may resolve this problem.

How do I cancel my order? Musictoday, LLC and the 2009 Bonnaroo Music and Arts Festival has an "all sales are final" policy. Refunds will not be issued for any reason. Guard your tickets carefully - just like cash! There will be ABSOLUTELY NO REISSUES for lost or stolen tickets!

What if the 2009 Bonnaroo Music and Arts Festival is canceled or rescheduled? In the event of a cancellation of 2009 Bonnaroo Music and Arts Festival, only the face value of the ticket will be refunded. Convenience, shipping and handling fees will not be refunded in order to cover the costs already incurred by Musictoday, LLC. If the Festival is moved to another date tickets will remain valid and refund requests will be accepted up until (and including) the revised date of the event. In the event of a cancellation or postponement we will send an e-mail to the e-mail address provided by you in the ordering process (you must provide a valid e-mail address with your order) to notify you of the event status.

Why will my order not process? The most common error occurs when entering billing and shipping information. Make sure there are no spaces and/or dashes when entering your credit card information. The delivery service we use does not deliver to P.O. Boxes. Make sure delivery information you include does not indicate a P.O. Box as the ship-to address as this can prevent an order from processing. If you still unable to place your order, please copy the error you are experiencing and email it to bonnarootix@musictoday.com.

What if I have moved since I placed my order? Since we send your ticket orders out three weeks prior to the show date, we must be contacted sometime before then in order to change the delivery address. If you contact us after your package has left our office, we can have our delivery service re-route the package, but an additional $15.00 will be charged to your account. If we need to overnight the tickets in order for you to have them by the time of the show, that fee increases to $25.00.

What if my tickets were lost or stolen? We cannot replace tickets that are lost or stolen after they have been delivered to you. Guard your tickets carefully - just like cash! There will be ABSOLUTELY NO REISSUES for lost or stolen tickets!

What level encryption does our web ticketing support? We support 128-bit encryption and higher. To check what encryption your browser supports, click on "Help" and then "About" in the navigation bar of your browser. A window will pop up indicating the encryption level supported. If your browser supports an encryption level lower than 128-bit, then upgrade your browser; most browsers allow you to upgrade for free. For Microsoft Internet Explorer, you can upgrade to the latest version for free by clicking on the website here:
http://www.microsoft.com/windows/ie/downloads/critical/ie6sp1/default.asp

What happens if I get the following error message? "No ephemeral rsa support. Your web browser only supports EXPORT cipher, can't access current secure content." To purchase tickets using our web ticketing, your browser must have 128-bit encryption. This error message indicates that your browser supports an encryption level lower than 128-bit. To check what encryption level your browser supports, click on "Help" and then "About" in the navigation bar of your browser. A window will pop up indicating the encryption level supported. If your browser supports an encryption level lower than 128-bit, then upgrade your browser; most browsers allow you to upgrade for free. For Microsoft Internet Explorer, you can upgrade to the latest version for free by clicking on the website here:
http://www.microsoft.com/windows/ie/downloads/critical/ie6sp1/default.asp

Spam and Bulk Mail Filters

AOL AOL offers antispam services that put spam in a Spam folder. Users can block specific emails by using keywords and URLs. If an email is thought to fit the description of spam using these keywords, it will be placed in a separate Spam folder. AOL customers with newer versions of the software can view the contents of the Spam folder. AOL 8 has many options for blocking SPAM. You can choose who you get email from. Options include blocking email from anyone without an AOL account to blocking all email except that which is on a specific list created by the user. If you choose strict email blocking options and a legitimate email is sent from an unexpected source, it may be blocked. For a tutorial on AOL 8 Spam blocking options, please visit http://spam.getnetwise.org/tools/aol8/

Excite If the Bulk Mail Folder is enabled by going into the Folder and clicking the "Enable" link towards the top of the page, messages that are recognized by the system to be unsolicited or commercial in nature will be delivered to that folder, instead of your Inbox. The Bulk Mail Folder will then be periodically emptied by the system. Therefore, it is possible that some legitimate email will be put into the Bulk Mail folder if it is enabled, so check there often. If a desired email is in the Bulk Mail Folder and on the Block List, click "Remove" on the block list and emails from this address in the future will be sent to the inbox.

Earthlink Earthlink uses Spaminator Software:
What happens if the Spaminator stops a legitimate email?
If the message was mistakenly classified as spam, you can send it back to your email account. To do so, click the radio button next to Resend: Send this message to my email account. Then click the Send button.
How do I read email caught in spam Storage?
1. Click on the underlined subject of any email message. This will take you to a page that displays the email in full.
2. After you have read the message you have the option to:
Delete Now (this permanently deletes the message)
Redirect (you can send this message to your email account and/or send it to the "spaminator" to determine why it was mistakenly classified as spam)
How to turn off Spaminator…
Go to the website http://spaminator.earthlink.net.
In the EarthLink Email Address field, type your entire EarthLink email address.
In the Earthlink Password field, type your password.
Click the Login button.
Click the Turn Off Spaminator button.
Bottom Line: Check Spam Folder regularly, if you find a message that is not spam, send it to the "Spaminator" to tell them it is not. If problems persist, turn off spaminator when expecting potential bulk email.

Hotmail Hotmail uses a Junk Mail Filter to examine incoming messages and automatically send e-mail it has identified as junk to your Junk Mail folder. You can choose your own level of protection: Default, Enhanced, or Exclusive. E-mail messages sent to your Junk Mail folder are automatically deleted after a specified number of days; or, if you use the Junk Mail Deletion options, you can choose to have messages deleted as soon as they are sent to the Junk Mail folder.
To set up the Junk Mail Filter, sign in to your account, click Options, and then click Junk Mail Filter under Mail Handling. You can decide the level of protection you want:
Default - This is the basic setting and is always turned on. Your Inbox will be protected on a minimal level. Generally, emails from Musictoday make it to the inbox when Hotmail is on this setting. However, still continue to monitor your "Junk Email" folder.
Enhanced - This level should catch most junk mail. Check your Junk Mail folder every week to make sure there aren't any valid e-mail messages in that folder. If you see a message that should not be in your Junk Mail folder, click This is not Junk Mail to avoid having e-mail from the same source sent to the Junk Mail folder in the future.
Exclusive - This setting is the best way to ensure that you receive no junk mail. You will only receive e-mail from people or groups in your Contacts, or on your Safe List; all other e-mail will be sent to your Junk Mail folder (with the exceptions of MSN Hotmail WebCourier subscription newsletters and MSN Hotmail Member Letters).
If you set your Junk Mail Filter option to either Enhanced or Exclusive, you can choose Junk Mail Deletion settings. On the Junk Mail Filter setting pages, under Choose what to do with your junk mail, choose Delete junk mail immediately, or Deliver to Junk Mail Folder and delete later, and then click Save Changes. If you choose to delete immediately, you may lose legitimate emails, such as confirmation emails from Musictoday.

Netzero Netzero relies on its email customers to set up filters to stop unwanted email from reaching their inbox. Users can configure the email program to filter email as it is received. In order to do this, keywords need to be identified from the unwanted emails. After this is done, Netzero will filter all mail that fits the criteria set up by the user into the Trash folder. If you choose to set up a SPAM filter, check the Trash folder regularly to make sure no legitimate email is going into it. Be extremely careful when you pick keywords from previously received unwanted email because you may unknowingly filter out important and legitimate email.

Yahoo The Yahoo! Mail system automatically filters the majority of incoming bulk or commercial email directly to your Bulk Mail folder. If you receive mail in your Bulk Mail folder that you would like in your Inbox, you can set up a filter to redirect the mail. You can find more information at filters help, http://help.yahoo.com/help/mail/manage/manage-06.html, on the yahoo website.
Non-Spam sent to Bulk Folder
Yahoo may occasionally send a message that you requested to the bulk mail folder. Therefore, it is important that you check this folder from time to time to make sure that you don't miss these messages. After 30 days, messages in the Bulk Mail folder are subject to deletion, so check regularly.
If you believe that a message delivered to your Bulk Mail folder is more appropriately delivered to your Inbox, please click on "This is not spam" in the message. The email will be automatically forwarded to a Yahoo! Customer Care associates for careful review.
If you want to avoid this completely and don't want a Bulk Mail folder, you can turn off this service by doing the following:
Click the "Mail Options" link and choose "General Preferences."
Under the Special Folders section, uncheck the box located next to "Redirect incoming unsolicited mail to the Bulk Mail folder."
Don't forget to click "Save" before you leave the page.

General Questions

What is the exchange rate for US/Canada? Ticket prices are in US Dollars. Since the US/Canada exchange rate fluctuates constantly, you will be charged the US/Canada exchange rate stated by your credit card company on that day.

What is the difference between the order/confirmation numbers? Your order number and confirmation number are one in the same.

Can I add more tickets to my order? No, all orders are final. If you need to buy more tickets to an event, you need to place a separate order.

What forms of payment do you accept? We accept Visa, MasterCard and American Express as forms of payment.

return to event listings