KWtickets FAQ

Frequently Asked Questions for KWtickets

Ticketing and Box Office Information

You may purchase a ticket online, by calling 519 578 1570 (Toll free 1 800 265 8977), or in person at the KWtickets Box Office located at 101 Queen Street North, Kitchener.

The Box Office is open Monday – Saturday, 10AM-6PM.

During the summer (from July 2 to Labour Day), the Box Office will be open Monday – Friday, 10AM-5PM.

Online or phone orders are processed using a Visa, Mastercard, Discover Card or American Express. In person at the Box Office, we accept major credit cards, debit, cash payments, or for performances taking place at Centre In The Square, we accept our gift certificates. We do not accept cheques for regular ticket sales.

Unless otherwise stated, any applicable taxes are already included in the value of the ticket.

General Admission refers to seating or standing areas that are occupied on a first-come, first-served basis, and do not have assigned or reserved seating.

KWtickets offers various means of delivering tickets to our customers and these vary depending on the venue, the location of the venue, and how much time is left before the event. The per-order delivery charge varies depending on the delivery method that you select.

  • Print At Home – FREE
  • Mobile Delivery – FREE
  • KWtickets Box Office Pickup – FREE
  • Mail – $2.95

If you selected Will Call pick up, your tickets will be available at the KWtickets Box Office during operating hours (see “What are your Box Office hours?”). If you purchased tickets to a performance at a venue other than Centre In The Square, your tickets will be available at KWtickets until the day of the show, at which time they will be at the venue hosting the performance. Please bring a piece of photo identification and the credit card on which you made the purchase.

Tickets are usually mailed within 7-10 days. If it has been more than 3 weeks since you ordered your tickets, call us and an agent will be happy to help you. At times, due to large volumes of tickets and/or holidays, delays do occur. If you have additional questions, feel free to contact us.

During an on-sale there can be large volumes of people trying to purchase tickets at the same time. We do our best to accommodate everyone.

A show may be sold out shortly after an on sale due to a pre-sale. Many organizers, promoters and artists have fan clubs that give their fan club members access to tickets before the public on sale.

There are often a small amount of seats released in the weeks leading up to the show or on the day of the show. To inquire about seat releases to sold out shows, you can contact or call the Box Office.

If your tickets are lost we will gladly arrange for a replacement. Simply bring photo identification and the credit card you used to purchase the tickets to the KWtickets Box Office.

Online Ticket Purchases

You should only be purchasing your tickets from KWtickets. Tickets resold or purchased through unauthorized service providers are subject to cancellation and purchasers may be denied access to the event.

To ensure that everyone has the opportunity to sit with their group members, our online seat map does not allow for seat selections that would leave a single seat gap. To prevent that error, please select seats that do not leave a single seat empty.

If you are still having trouble selecting your seats, you can always visit or call the Box Office at 519 578 1570.

During an on-sale, there may be many people in our system either purchasing or looking at tickets at the same time. When people are looking for tickets, the system reserves those seats for an allocated amount of time. If they decide they do not want those tickets or if they time-out, then those tickets will be released back into the system for others to purchase.

Having a ticket limit ensures fairness to all those buying tickets. The ticket limit applies per account, billing address, and/or credit card.

When tickets are assigned, the system holds them for you for 12 minutes. When you time out, those tickets are released back into the system, for other internet users to purchase.

Therefore, you may not be able to get the exact tickets back because other users may now be looking at those tickets. You can start a new search where you can look at new seats. The time limit is in place to ensure fairness to all consumers.

To speed up your ticket purchase we recommend pre-registering an account and keeping your account password handy.

Doing this may expedite the ordering process and it is recommended, however it is not required.

NOTE: If you do not set-up an account prior, there is a 8-minute time frame in which you must select your seats, set up your account and finalize payment.

No, you do not have to do this. You are able to create accounts without entering a credit card; however, entering your credit card information into your account does make the purchase faster because you will not have to enter in your credit card information during the actual purchase of your tickets.

If you have both an existing Box Office account, which would have been created by ordering tickets over the phone or in person, and an online account, you can link these accounts to join them together as one account.

By clicking on the “Link Your Ticket” button, you will be prompted to enter your online account number and your PIN. You can obtain your PIN by calling the Box Office on 519 578 1570.

If the Print at Home option has been chosen and you do not have your tickets, you can log in to your account and edit your email address to resend your tickets.

You can also visit the KWtickets Box Office, or the venue where your performance is being held, to have your tickets printed. If picking up on the evening of the performance, please arrive at least 30 minutes prior to showtime and present a piece of photo identification, as well as the credit card on which you used to make your purchase.

For a comprehensive FAQ for performances taking place at Centre In The Square, click here.