Frequently Asked Questions

• I was unable to find the answer to my question in the FAQ, how do I contact TicketRiver for additional information?

  TicketRiver is focused on you, the customer. We want to make it easy for you to communicate with us. One of the best ways to do that is by using the Ask a Question Form. It's quick, and more importantly, it is sure to reach us.

  CUSTOMER SUPPORT:
  support@ticketriver.com.au or 1 800 796 003

  MAILING ADDRESS:
  TicketRiver
  97 Tope Street
  South Melbourne
  Victoria
  3205
  

• Do you give a discount to non-profit organisations?

  Unfortunately, we do not offer a nonprofit or NGO discount at this time. We strive to offer some of the lowest prices on all of our products to all organisations.

• How much will it cost to ship my order and how long will it take?

  Shipping costs vary depending on the weight of the order and which shipping method you choose. To view a price for each shipping option, add the item to your shopping cart. When you are viewing the item in your shopping cart there is a box directly under the contents of your cart that asks for a post code to estimate shipping. Enter your post code and hit the button and the page will then generate a popup window that displays the different shipping options and costs. This tool is also available on the different product pages next to the field that allows you to select quantity.

• How do I track my order through shipping?

  To track the Australian Post shipping information for your order, simply visit our web site, http://www.ticketriver.com.au, and log into your account. On the right hand portion of the screen there is a box titled, "Track My Packages," this box will have links to your orders that have been shipped and can be tracked through Australian Post.

  Your account page also contains information about previous orders and the dates that orders shipped from our facility.

• Is it possible to have my order shipped to an address that is outside of Australia?

  Yes, we currently ship to New Zealand from Australia. In the near future, we will add other South Pacific and Southeast Asia countries.

• Can I cancel an order after it has been placed?

  Orders can be cancelled by calling our Customer Support Staff at 1 800 796 003. If the order has not been processed we will generally cancel the order and issue a full refund.

  At TicketRiver, each order is prepared and custom printed specifically for each individual customer. Unfortunately, we cannot reuse product that is cancelled while being processed. If we have started processing your order, we will need to charge for materials and processing. However, we will refund you for any costs (e.g. shipping) which we have not yet incurred.

• What ticket stocks are suitable for printing raffle tickets and other tickets that require a stub?

  All of the ticket stocks offered on TicketRiver are quality card stocks suitable for printing tickets with stubs. The paper that is used in most office applications is 75 gsm-120 gsm. In comparison, the medium weight ticket stock that we offer is a 175 gsm paper for coloured stock, and is the approximate weight of a business card. The 165 gsm is considered a heavy card stock and is offered in white, with a smooth matte finish or semi-gloss.

• Is online credit or debit card payment the only method of payment you offer?

  As of right now, we only accept payment with credit or debit cards. If you are more comfortable purchasing over the phone with your credit or debit card, please call us at 1 800 796 003.

• How will I receive my order?

  The box we send to you will contain your purchase along with the receipt which lists all of the contents of the package.

  Printed tickets are shipped in stacks with a cover sheet on top that lists the ticket numbers in the stack. Ticket stacks will also have a rubber band holding the tickets in place to prevent the tickets from becoming uncoallated. Lastly, we pack each box with recycled shipping material to prevent shifting and hence damage to your products.

• How do I contact the CEO of TicketRiver directly?

  To contact our CEO, Lance Trebesch, please send an email directly to lance@ticketriver.com.au. Please do not change the subject line as this will help ensure that your message is not caught by our spam filters.

  No one else will see your email. We value the thoughts of our customers so please do not hesitate to let us know what we could be doing to serve you better. Thank you for taking the time to contact us.

• Does TicketRiver print or sell roll tickets?

  TicketRiver does not offer roll tickets of the type that are often seen at carnivals or other events. We do sell customised tickets with or without a stub that can either be pre-separated or perforated between the tickets for the customer to separate. Examples of the types of tickets that we sell can be found both in our quick ticket library and in our collection of ticket samples.

• How can I change my billing or shipping address?

  Right now there are two ways; call 1 800 796 003 or send us an email indicating such at support@ticketriver.com.au. If it's urgent, we suggest you call us immediately, but if you prefer to send an email to support, please put 'Urgent Address Change' on the subject line.

  There is a $3.35 nonrefundable charge for changing the shipping address after an order has been placed.

• Can I get my tickets stapled?

  Absolutely. We do offer stapling. The maximum amount we can offer is 10 per book.

  Processing times for tickets with stapling:
  1 - 1000 tickets; 1 business day to process
  1001 - 5,000 tickets; 2 business day to process.
  5,001 - 10,000 tickets; 3 business days to process.
  10,001 - 25,000 tickets; 4 business days to process.
  25,001 - 50,000 tickets; 6 business days to process.
  50,001 - 75,000 tickets; 8 business days to process.
  75,001 - 100,000 tickets; 12 business days to process.
  100,000 + tickets; 15 business days to process.

• Once I have input my information my template, how do I submit my order?

  After your template information is correct, and you have chosen your paper type, stapling options, and quantity, click on the continue option at the bottom of the page. This will show you a proof of your ticket. After viewing your proof, please read and click the disclaimer and add it to your cart. Click continue and this will guide you through the shipping, billing and checkout page.

  You will be prompted to set up an account (if you are a new customer) or to sign into your existing account.

  An automated email order confirmation will be sent to the email address you have in your account.

• Can I place a reorder of the same ticket with some changes?

  Yes. Simply click on "My Account" and go to your history. Find the ticket you would like to reorder and click on it. There will be an option button to reorder. When you click reorder, this will take you to the page where your information was originally typed in and will allow you to make any edits before adding item to your cart.