Exchanges or Upgrades
Lost Badges & Event Tickets
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For badges rolled over from 2020:
If you currently have a badge but either cannot or choose not to attend the 2021 convention, you have the following options by emailing [email protected] before June 25, 2021:
*Badges purchased in 2021 are not eligible for rollover, but can be refunded until July 30, 2021.
For badges purchased in 2021:
All badge refund requests must be made by the end of day on July 30, 2021 at 11:59 pm (Eastern). Absolutely no badge cancellation requests will be honored after July 30, 2021 at 11:59 pm (Eastern).
Refund requests received prior to the deadline will be issued a refund and credited back to the original credit card or system credit used for purchase, less any administrative fees. System credit is non-transferable, non-refundable, and never expires.
All badge, event, and generic ticket refunds are subject to a 5% administrative fee for the total sum of tickets refunded. There are no exceptions.
All refund requests must be made by the purchaser by email to [email protected] Refund requests must include the first and last name of the attendee, Gen Con account number, and email address associated with the account. Badge types and Game IDs, along with a description of the items to be refunded is greatly appreciated (i.e. a 4-Day badge and eight generic tickets, or three Saturday badges and three True Dungeon tickets, Game ID#________).
Convention event ticket refunds will be managed by Customer Service and will only be refunded to the person whose name is on the ticket or to the original purchaser. All tickets are only good for the year that they were purchased.
Gen Con Online Event Ticket Refund Policy
Gen Con Online attendees can refund their own
electronic ticket(s) from their “My Transactions” page up to 30 minutes prior
to the start of their event.
If you have technical issues and are not able
to participate in a Gen Con Online event, email [email protected] within 15
minutes of the start of the event to request a refund. Include Event ID, your
Account ID, and the specific technical issue.
If you have a GM no-show for a Gen Con Online
event you are registered for, email [email protected] within 15
minutes of the start time of the event, with Event ID and Account ID, to
request a refund.
If the event does not run because of technical
issues on the GM’s part, or because not enough people showed to run the event,
request a refund from the EO directly, which they should process by EOD. If the
GM does not, email [email protected] with
the Event ID and your Account ID, and the specifics of the issue, to request a
Requests for Gen Con Online ticket refunds must
be sent to [email protected] no later than
Monday, September 20, at 12 pm EDT; requests received after that time will not be
*For on-site refunds, please visit the Customer Service kiosk.
Only event tickets can be refunded on site. Badges purchases are non-refundable and non-transferable.
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*For on-site exchanges, please visit the Customer Service kiosk.
If an event has been canceled, please see the area Hall Captain for further instructions. No refunds will be given for canceled events without a stamp or signature from the Hall Captain. The last day to receive a ticket refund is 4:00 pm, Sunday, September 19, 2021, at the Customer Service kiosks.
We cannot replace lost, stolen, or forgotten badges and/or event tickets. Please be responsible with your convention materials. Lost, stolen, or forgotten items must be repurchased at full cost. It is recommended you check with the Gen Con Show Office in room 112 of the convention center to see if your materials have been turned in to Lost & Found. Gen Con LLC assumes no responsibility for lost, stolen, or forgotten materials.
If your shipment is confirmed to be lost during shipment by the USPS, we will replace your convention materials at no cost to you. Please note that we can not replace items that the USPS shows as being delivered.
Due to increased call volume and limited resources at this time, you will get a faster response by emailing us with customer service inquiries.
All badge refund requests must be sent by email.
If you are requesting a refund, please include the Gen Con ID number for the account used to purchase the badge(s) (find it next to your name on your account), the name on the badge(s) to be refunded, and the type of refund you are requesting (to your credit card minus the return fee, or to system credit with no fee). If you are rolling your 2020 badge over to the 2021, you do not need to email us. They will automatically be rolled over!
If you have any inquiries regarding our Refund, Exchange, or Cancellation Policies, please call our office at (206) 385-1967 or email us at [email protected]. Customer Service hours are Monday – Friday, 9:30 am – 5:00 pm (Pacific), 12:30 pm – 8:00 pm (Eastern). All refund or exchange requests must be received in writing (email, fax, or mail). See information above for details on how to request a refund.
During the convention, all inquiries can be made at the Customer Service kiosks onsite.
Gen Con’s mailing address is:
120 Lakeside Avenue, #100
Seattle, WA 98122