Updated: August 15, 2018

Creation Entertainment's

SUPERNATURAL OFFICIAL CONVENTIONS FAQ

What You Should Know & FAQ

FOR CONVENTION, TICKET OR GENERAL QUESTIONS
Check this list for answers to your questions. If you can't find the answer here, send an email to customer.service@creationent.com Our office is open Monday thru Friday, 9am - 4:30pm Pacific Time

TICKETS SENT VIA EMAIL
Please note that tickets are delivered to you via e-mail in PDF format which you should print out and bring with you to convention registration. Most customers receive their PDF tickets within 3-5 business days of having placed their order. During extra busy times it might take a bit longer to get your PDF tickets.

TICKETS ARE NON-REFUNDABLE
All tickets are non-refundable as stated on the website and before you check out. You can, however, sell or give your ticket to someone else. If you do, you just forward them the etickets. Once you give the eticket to another person, they become the customer and have the right to reserve the same seat for next year if that type of ticket is applicable and re-ups are done at that particular event. If you miss a scheduled photo op or autograph as printed on the schedule Creation Entertainment is not responsible for a refund for that missed event.

PLEASE READ THE CONVENTION WEBSITE
Please read the convention website completely before ordering tickets. Be sure of which day a guest is doing photo ops/autographs before purchasing your admission tickets.

I CAN'T FIND MY ETICKET
If you need your ticket resent, please contact customer.service@creationent.com -- include your order number if you have it.

ARE PHOTO OPS INCLUDED IN MY PACKAGE
What’s listed in the package is included. If something isn’t listed, it isn’t part of the package. Photo ops aren’t listed, therefore, they’re not included and need to be purchased separately online or at the convention if not sold out.

WHAT AUTOGRAPHS ARE INCLUDED IN MY PACKAGE
Any autographs not listed in the package description need to be purchased separately.

HOW MANY FANS CAN BE IN ONE PICTURE?
At the request of many of our celebrities we limit the number of patrons in a picture with a celebrity to FOUR PEOPLE. There are absolutely NO exceptions to this rule, unfortunately. Two fans can be in a photo op for the price of one photo op ticket. For four customers, you would need two photo op tickets.

What happens if I wear my glasses during the photo op?
Eyeglass glare is sometimes unavoidable. If you choose to leave your glasses on, please be aware that glare may occur and retakes are not possible due to eyeglass glare.

I DIDN'T PICK UP MY PHOTO OP PICTURE AT THE CONVENTION
You can find the information here about how to get your photo op picture: http://www.creationent.com/past_photo_ops.htm Photos go online 2 weeks and 2 days after the convention.

NEED ADMISSION TICKET TO USE PHOTO OP/AUTOGRAPH TICKET
Photo Op and Autograph tickets do not include admission to the convention. You must have an admission ticket for the day the photo op/autograph takes place in order to use the photo op/autograph ticket(s).

HOW CAN I USE MY PHOTO OP PICTURE?
Please be aware you cannot use photo op pictures in any printed book or material. It is posted on the Creation website and information that is distributed at the convention. That includes reposting other fan photos online promoting any book or material."

DON'T NEED DAYTIME TIX FOR NIGHTTIME SHOW
You do not need a daytime convention ticket in order to attend the nighttime show. Just the nighttime show ticket.

HOW ARE AUTOS/PHOTO OPS DONE
For some of the actors, you will be called up in batches for the photo ops based on the “seq” number on your eticket. For other actors, it will be first come first serve. It will be noted on the schedule.
For the autograph sessions, the gold, silver and copper package people are called up row by row. After they are done, the single-day ticket holders are called up by the “seq” number on their eticket.

KARAOKE
The karaoke is free to all. You do not need any convention ticket in order to attend the karaoke. We do, however, have a few criteria to submit a song request:

1. First and Last names are required for sign-up
2. One Entry per person (whether a group or solo)
3. Four people max on any entry
4. Upbeat songs are suggested!

WHEN WILL TICKETS FOR A CERTAIN SHOW BE RELEASED
There’s no set schedule for the release of tickets. If you’re on Creation’s email list -- http://www.creationent.com/email.htm -- you’ll get an announcement when the website goes up and we start selling tickets. Checking our home page frequently, following us on Twitter and joining our Facebook page is recommended as well.

WHEN WILL OTHER LEVELS OF TICKETING BE RELEASED
There’s no set schedule for the release of tickets. If you’re on Creation’s email list -- http://www.creationent.com/email.htm -- we will, to the best of our ability, send out an announcement each time a new ticket bracket becomes available. Checking our home page frequently, following us on Twitter and joining our Facebook page is recommended as well.

MEET AND GREET AND BACKSTAGE VIP TICKET AUCTIONS
Meet and Greet tickets are done via auctions on the website here http://www.creationent.com/auctions/index.asp
We try to auction off these special events roughly 2-4 weeks prior to a convention although that is a generality and not always the case.
If you are not already on the mailing list, please join so that if we send an announcement email that the sale has started, you would be notified.
Again, we try our best to send that announcement, but that not always the case so also check the website periodically.

I AM MISSING ONE OF MY TICKETS
All tickets ordered together should be in the same pdf file. Please scroll down to see if the other tickets are there.

TICKET DOESN'T HAVE MY NAME ON IT
Once you give the eticket to another person, they become the customer. Doesn’t matter whose name is on it.

CAN I BUY TICKETS AT THE DOOR
I always tell people that if it would ruin their weekend to miss a particular admission, autograph or photo op ticket, then buy it ahead of time. Or if someone’s autographs or photo ops are listed as “limited,” then buy that ahead of time as well. If neither of those rules applies, then you can wait and buy later. However we can never guarantee that a certain ticket won’t sell out before the show.

CHILDREN PRICES
6 and under are free with proof of age, but they do need to sit on your lap. 7 and up need to have an admission ticket. We don't have special children's prices for 7 and up.

DO I NEED A TICKET TO ATTEND WITH MY CHILD
Everyone attending the convention needs an admission ticket. In order to sit together, you'd both have to have the same package or single-day ticket. Some parents buy a general admission package or single-day ticket for themselves. The parent would be sitting in the general admission section, but close enough that you can stand up and wave to each other.

PREFERRED VS GA SEAT
A preferred seat is a numbered seat that is yours all day. You pick the seat when you place the order. A general admission seat is an unnumbered seat in the general admission section. If you get up to go do something, when you come back you would sit in the same area, not necessarily the same seat.

BUYING SECONDHAND TICKETS
We do strongly suggest that our customers do not buy secondhand tickets and buy only from the Creation website. We’ve had customers purchase tickets from other “customers” and when they arrive they find those tickets have already been scanned or are counterfeit. In those cases we cannot accommodate the person who is not the first one in with a scannable ticket.

LINK FOR TICKET ORDERING PROBLEMS/PASSWORD NOT WORKING
Please try the suggestions on this page http://www.creationent.com/ordering-problems.htm

AGE LIMIT TO ATTEND THE SHOW
There is no age limit for any of the events at the convention. If alcoholic beverages are sold at any of the parties at the show, underage customers will only be served soft drinks. Some of our guests tend to be a bit off color in their humor. It is up to the parents to determine if this is acceptable for their child to hear.
Some of our guests, particularly at the Supernatural events, tend to be a bit off color in their remarks. It is up to the parents of younger adults to determine if this is acceptable for their child to hear. One guest, Sebastian Roche, who appears at both Supernatural and The Vampire Diaries Conventions is more off color than others and we note that his presentations are not recommended for younger fans.

CAN I TAKE A PICTURE DURING THE AUTOGRAPH OR PHOTO OP SESSIONS
Personal photography is not allowed during the autograph or photo op sessions.

SCHEDULE
Shows start about 10 or 11 in the morning and run till about 6 or 7 at night. But they can start earlier and/or end later if necessary to accommodate an actor’s schedule for autographing and photo ops. The hour-by-hour schedule is posted on the convention website late in the afternoon (California time) on the Wednesday before the convention.

WHEN IS THE ACTOR APPEARING ON STAGE/DOING PHOTO OPS/AUTOGRAPHS
The day each actor is appearing is listed next to their photo below the Special Guests banner on the website. The day they are doing their photo ops/autographs is listed under the Autographs and Photo Ops banners in the ticket section of the website.

REGISTRATION
Most often we do pre-registration the night before the convention starts. It is not a necessity, just a convenience, and it gets weekend admission package goers their credentials, printed schedule, options to get any autograph and photo op tickets still available, and first crack at the dealers room.
If you don't do pre-registration or have single-day tickets, you can register any time Friday, Saturday or Sunday that registration is open. The times will be listed on the online schedule.

HOW CAN I FIND OUT ABOUT UPCOMING SHOWS
If you’re on Creation’s email lists -- http://www.creationent.com/email.htm -- you’ll get an email newsletter when new shows are announced. Checking our home page frequently, following us on Twitter and joining our Facebook page is recommended as well. The links are on our home page -- https://www.creationent.com/ -- in the Social Media drop-down menu.

WHAT GOES ON AT A CONVENTION
The admission ticket gives you a seat in the theatre and access into the show all day long. There are 2 rooms. The theatre where the Q&A sessions go on with all the actors appearing that day, music videos, contests, etc. Then there is the dealers room where they sell t-shirts, photos, mugs, etc.

CAN I STAND ONLINE WITH MY CHILD
Parents with young children can stand on line together to get autographs/photo ops. Please talk with the volunteers in charge of the line. Sometimes when it starts to get too crowded, they have to ask folks not going to be in the photo to stand away from the line. But we're very conscious of parents and kids.

WRISTBANDS
When you turn in the ticket, we put a wristband on the customer. The wristband cannot be taken off and given to someone else.

WHEN ARE YOU GOING TO COME TO MY CITY
If you’re on Creation’s email lists --http://www.creationent.com/email.htm -- you’ll get an announcement when new shows are announced. Checking our home page frequently, following us on Twitter and joining our Supernatural Facebook page is recommended as well.

WHEELCHAIRS
If you're buying a reserved seat, you would choose an aisle seat and we would remove the chair so you could use that spot. The same would apply if you buy GA tickets. Just mention when you check in that one person is in a wheelchair and we'd have one of our staff go with you into the theatre and make that arrangement in the GA section.

CAN'T STAND ON LINES
Please talk to any of our staff/volunteers at registration when you first check in and also if/when any lines are involved with anything you do starting from when you arrive at the show to check in for the first time. They will help you with any lines.

ACCESSIBILILTY
Inquiries involving sign language interpreters for deaf fans, and those with physical challenges. Please contact us four weeks prior to an event and note that we must see a copy of a purchased ticket for the event in order to set up the accommodations. Please write to: zack.kauffman@creationent.com

HARASSMENT AT EVENTS
Creation does not tolerate any forms of harassment or bullying at its events. We operate our events under the philosophy of one of our mentors, Gene Roddenberry, who expressed hope that the future would fulfill his hope for tolerance, acceptance of differences, and inclusion of all. The company’s complete policy is stated on each schedule of events that is handed out at each convention.

GUEST CANCELLATIONS
All convention contracts allow celebrities to cancel if filming or other work arises, or, of course, if illness occurs. When you purchase a ticket you are purchasing a ticket to an event not an appearance of a particular guest, so in the rare occasion that a guest cancels Creation is only responsible for the refund (if you wish) or exchange for separate tickets for that guests’ autograph, photo op, or duo photo ops in which they are included. If their signature is part of a ticket package Creation will do its best to offer other guests’ autograph(s) instead, or offer pre-signed celebrity autographs, but as cancellations often occur at the last minute, Creation is not obligated to do so.

SERVICE FEE
There is a service (handling) fee of $8.50 per ticket that applies to all tickets bought online.
Service fees for ticketing are charged by all ticketing agencies and we try to keep ours below the industry norm (Ticketmaster is far higher than ours which is one reason we handle the process internally rather than going with an outside company).
We don't care for the charges ourselves when we go to concerts or other shows but it is a necessity for promoters to have these fees in order to pay for all the expenses of putting on an event, particularly with the ever-increasing costs of booking celebrities, airfares, venues, insurances, staffing, etc.
The charges are visible and labeled S&H before orders are placed of course.

WEAPONS POLICY
Creation and the hotel would prefer that you not bring any weapons to the show. There has been a lot going on in this country and we'd all feel more comfortable if there weren't any weapons, even fake ones, at our shows. Hope you can understand.
If you want to use it in a photo op/autograph, you can leave it in your room/car until it's time for the photo op/autograph. Then go get it for the picture/autograph and return it to your room/car after the picture/autograph is over.
If you want to use it in the costume contest, you can leave it in your room/car until it's time for the contest. Then go get it for the contest and return it to your room/car after the contest is over.