Frequently Asked Questions
Artist Questions
Site Feedback and Comments
General Site
Artist Questions
Can I meet Mario Frangoulis?
As you can imagine, Mario Frangoulis has a very busy schedule. Although he would love to meet with everyone individually, that is just not possible. We hope you understand.
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Is Mario Frangoulis coming to my town?
All of Mario Frangoulis's confirmed dates will appear on the Tour page . If you haven't already, you may also want to sign up to the mailing list as most dates and all Best Seats presale information will be announced through the newsletter. If you have heard about a date that does not appear in the Tour page, please email us at help@MarioFrangoulis.com to see if that date is confirmed.
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Can I mail something to Mario Frangoulis?
Although you can mail letters to us here at MarioFrangoulis.com, we are unable to guarantee that your letter will reach Mario Frangoulis. And while the kindness and thoughtfulness of those sending gifts are very much appreciated, please don't send Mario Frangoulis any gifts through the mail.
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I have written a song for Mario Frangoulis, how do I send it to him?
We are so glad to hear that Mario Frangoulis has inspired you to write your own songs; please keep up the hard work. However, due to the demands on Mario Frangoulis's schedule, and the volume of inquiries we receive, we regret that we are unable to accept musical submissions.
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Can I send Mario Frangoulis a gift, song or other item in the mail?
If you do send a gift, letter, song or other item to Mario Frangoulis via the postal address associated with MarioFrangoulis.com we cannot guarantee that we'll be able to acknowledge receipt of your item or correspondence. However, we try to acknowledge receipt of all electronic correspondence in a timely fashion. In some cases, due to the overwhelming volume of email that Mario Frangoulis receives, it can sometimes take longer than we'd like to respond to community members but we do our very best to get back to everyone, so please be patient.
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Will Mario Frangoulis play my private function?
Although Mario Frangoulis is flattered by requests from the community to play private functions, unfortunately due to the extremely hectic nature of his touring and recording schedule, Mario Frangoulis is unable to be booked for private performances.
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Will Mario Frangoulis dedicate a song or deliver a personal message at a concert?
As you can imagine each performance that Mario Frangoulis gives is an extremely busy, complicated and unpredictable affair. Because of this, we are simply unable to arrange for song dedications or "shout outs" during performance. We hope that you understand.
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Can I request an autograph through MarioFrangoulis.com?
Although this is a service that we would love to be able to offer the community in the future, at this time we are unable to provide autographed pictures, merchandise or arrange to have an item signed by Mario Frangoulis. Please be sure to join the MarioFrangoulis.com mailing list because if this policy changes, we will be sure to make an announcement in an edition of our newsletter.
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Site Technical Support, Feedback and Comments
How do I get technical support for the site?
Having trouble with the site? Let us know, in as much detail as possible, what you are experiencing by emailing help@MarioFrangoulis.com. We'll get back to you as quickly as we can to assist you. The more detail you provide us (such as your operating system and the browser you are using), the quicker we'll be able to determine what is causing you trouble.
If you are experiencing technical difficulties with MarioFrangoulis.com such as getting an error page or are unable to make a purchase in our Store please try the following prior to emailing help@MarioFrangoulis.com:
- Update your computer by downloading the latest Windows updates
- Update your browser to its most recent release. Please note: Internet Explorer and FireFox are the most preferred browsers when visiting MarioFrangoulis.com or shopping in our Store
- Clear your computers cache/browsing history
- Reboot your computer
If you are getting a specific error message, please be sure to make note of this in your email. Also, if you are able to attach a screenshot of the problem page with your message, this can also help expedite the trouble shooting process.
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Where should I send my feedback or comments about the site?
We love to hear your feedback and ideas for the site. Send us an email at help@MarioFrangoulis.com with anything you'd like to share.
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General Site
Why is Flash and JavaScript required for this site?
Users will need to have Flash JavaScript enabled on their computer to enjoy the enriched content on MarioFrangoulis.com to the fullest. Flash JavaScript can be found in our interactive photo galleries, video and audio players and the MarioFrangoulis.com Store. Download the latest Flash player here. Find out how to enable Javascript in your browser here.
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General Store Help
General MarioFrangoulis.com Store Questions
Placing Your Order
Ticket Purchasing Help
Troubleshooting
General MarioFrangoulis.com Store Questions
Why do I need an MarioFrangoulis.com membership account to order items through the Store?
Shopping at the MarioFrangoulis.com Store is one of the many benefits offered to MarioFrangoulis.com members. There is no cost to join and we respect our members' privacy. Once you have a membership, you can save your credit card and shipping address information to make purchasing in the MarioFrangoulis.com Store much faster. This is handy during ticket presales.
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How do I know that ordering through MarioFrangoulis.com is safe?
We provide our customers with the most secure and reliable network services available. When you place a MarioFrangoulis.com order, your information is protected by 128-bit Secure Socket Layer (SSL) certificate encryption provided by GeoTrust.
Your transaction, including credit card information, is kept safely behind firewalls in the MarioFrangoulis.com data centre to protect against outside intrusion. The server where your information is stored is password protected to ensure security within this environment andthis password is regularly changed. We take utmost care by keeping our systems up to date with the latest technology and security features to ensure that your credit card information is kept safe including adhering to the latest standards for data handling provided by Visa, MasterCard, Maestro and Solo.
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How accurate are the product descriptions on MarioFrangoulis.com?
MarioFrangoulis.com attempts to maintain product descriptions that are as accurate as possible. Product descriptions are created using information provided by the product manufacturer such as colours, sizing and dimensions.
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Why do I see different prices for an item in the Store?
The final price of an item will be confirmed when you place your order. Your browser or Internet Service Provider (ISP) may cache the Store pages which could cause older prices to appear. The prices shown in the shopping cart and checkout pages are final.
Despite our best efforts, a small number of the items in our catalog may have incorrect pricing. If we discover an incorrect price, we will do one of the following:
- If an item's correct price is lower than our stated price, we will charge the lower amount to your credit card and ship your item
- If an item's correct price is higher than our stated price, we will either contact you for instructions before shipping or cancel your order and notify you of the cancellation
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How do I know an item is available?
The availability of items on MarioFrangoulis.com is indicated on the product page for each item. This is an estimate of how long it will take for your order to be packaged and sent to you. Orders are usually processed within 2-3 business days then shipped according to delivery method chosen. Exact shipping times depend on the destination and the method of shipment selected by the customer. If you ordered multiple items, and the availability of these items differ, MarioFrangoulis.com will make an effort to ship items separately, as they become available. Shipping charges for split orders will not exceed what you authorized. Split orders are only charged ONCE for shipping.
IMPORTANT NOTE: If an item becomes UNAVAILABLE by the supplier, we will contact you by email.
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I can't log into my account. Why?
There are several possible reasons that you may not be able to sign into your MarioFrangoulis.com member account. First, check that you have entered all your information in correctly. Second, make sure that you are signed up for an MarioFrangoulis.com member account. The MarioFrangoulis.com mailing list and the member list are different. If you can't remember if you've signed up for a member account, please visit the Forgot Your Password page and request a password reset email. If you are told that no account is associated with your email address, please visit the Join page to create an account.
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My account has been terminated. Why?
MarioFrangoulis.com may terminate your account or your use of MarioFrangoulis.com at anytime. You are personally liable for any orders that you place or charges that you incur prior to termination. MarioFrangoulis.com reserves the right to change, suspend or discontinue all or any aspects of the site at any time without prior notice.
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Placing Your Order
What payment methods can I use to order from the MarioFrangoulis.com Store?
MarioFrangoulis.com accepts Visa, MasterCard, Maestro, and Solo credit/debit cards.
See why ordering through MarioFrangoulis.com is secure for information on our security policy.
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What currencies can I shop in at the MarioFrangoulis.com Store?
When placing an order on MarioFrangoulis.com, you may select to be charged in Canadian dollars (CAD), Euros (EUR), Great Britain Pounds (GBP) or US dollars (USD). When shopping, you can select your desired currency by clicking on the currency flags.
If your credit card's issuing financial institution bills you in a different currency than the one in which your order was placed, they may convert the charge into your card's base currency. Please contact your credit card's issuing financial institution with any questions regarding currency conversions.
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How much will it cost to ship my order?
The cost of shipping your order is calculated at the time of checkout. The shipping cost is dependent on destination and quantity of the items you ordered as well as the method of delivery you selected. You will have the opportunity to review shipping charges in the checkout process, before you submit your order.
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Are there any taxes applied to my order?
The following taxes may apply to your order:
- For orders being shipped to Canada, the Goods & Services Tax (GST) will be charged
- For orders being shipped specifically to the Canadian province of Ontario, the Provincial Sales Tax (PST) will be charged
- For all other regions, no sales taxes will be applied
NOTE: For regional events and tickets sales, taxes may be included or applied on top of the ticket price as required by the event organizer. The product page and/or the final order receipt will list the appropriate taxes applied to the ticket(s).
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Will customs charges be applied to my order?
While MarioFrangoulis.com does not charge any custom duties on international shipments, your order may be subject to import duties and taxes. These taxes are levied once your shipment reaches its destination country.
Additional charges for customs clearance may also be incurred by the shipping carrier and passed on to you. We have no control over and cannot predict these charges. Since customs policies vary widely from country to country we recommend that you contact your local customs office if you have any additional questions.
Additionally, when ordering from MarioFrangoulis.com, you are considered the importer of record and must comply with all laws and regulations of the country in which you are receiving the goods.
MarioFrangoulis.com and its partners are not responsible for international taxes or levies charged for your order.
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How do I know if my order has gone through?
After you have submitted your order in the MarioFrangoulis.com Store, a confirmation email will be sent to the email address you entered into your MarioFrangoulis.com membership account. This email confirms the receipt of your order. MarioFrangoulis.com reserves the right to cancel or limit your order at any point, including after the order confirmation has been issued.
In the event we make a change to an order, we will notify you by contacting the email and/or billing address provided in the order.
If you do not receive a confirmation email, please check your email program's junk (SPAM) folder. If it does not appear there, please email store@MarioFrangoulis.com to confirm your order has been processed.
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Why is there a limit on certain items in my order?
Occasionally, MarioFrangoulis.com may place limits on an order. These restrictions may extend to orders placed from the same Store Account, the same credit card, and/or orders that use the same billing and/or shipping address.
In the event we make a change to an order, we will notify you by contacting the email and/or billing address provided in the order. The MarioFrangoulis.com Store reserves the right to limit sales to dealers.
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My order appears to have been cancelled. Why?
Occasionally, MarioFrangoulis.com may, at our own discretion, cancel an order. This cancellation may extend to orders placed from the same Store account, the same credit card, and/or orders that use the same billing and/or shipping address.
In the event we cancel an order, we will notify you by contacting the email and/or billing address provided in the order. The MarioFrangoulis.com Store reserves the right to prohibit sales to dealers.
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How long will it take for my order to be delivered?
The amount of time it takes for your order to arrive depends on your location and the delivery method you chose when ordering. If you have specific questions about the delivery of your order, please email your name and order confirmation number to store@MarioFrangoulis.com for assistance.
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Ticket Purchasing Help
How do I buy tickets?
The only thing you need to participate in MarioFrangoulis.com presales is a MarioFrangoulis.com member account. There is no cost to join and we respect our members' privacy.
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Do I need a promotional code to buy tickets?
No. The only thing you need to participate in MarioFrangoulis.com presales is a MarioFrangoulis.com member account. There is no cost to join and we respect our members' privacy.
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I see the tickets I want to buy but there is no button allowing me to add them to my cart? Why?
It is possible that the tickets you are viewing in the store are not on sale yet or the tickets are sold out. The sale start time will be clearly listed on the product page, as will the fact that the show has sold out. If you are sure the tickets are on sale and you are not seeing the "Add to Cart" button, please email tickets@MarioFrangoulis.com for assistance.
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I ordered tickets from the MarioFrangoulis.com Store. How will I get my tickets?
Tickets will either be mailed or will be available for pick-up at the venue's Will Call office. We will specify mailing or pick up instructions on the ticket page and in your order confirmation email.
Tickets that are sold as "Will Call" are for pick up only and will not be mailed to the purchaser.
While picking up your Will Call ticket(s), you may be required to present proof of identification such as a government-issued photo ID (such as a driver's license), and the credit card used to purchase the tickets. We recommend you also present a copy of the order confirmation email as proof of purchase, in case there is any dispute at the venue.
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What is Will Call?
"Will Call" is generally a dedicated window at the Box Office where people pick up their tickets. Will Call and box offices vary greatly from event to event. Some open an hour prior to event/show time, while others are open during regular business hours allowing tickets to be picked up prior to the show. You will receive an email within three weeks of your purchase at the email account you provided when purchasing with specific pick-up instructions for your tickets. Please review the pick-up instructions email carefully.
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How and when will I receive my Will Call instructions?
Your Will Call pick-up instructions will be emailed to the address you have used to create your store account within three weeks of your ticket purchase.
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I didn't receive my tickets. What do I do?
First, review your receipt to confirm that your tickets were intended to be mailed to you. If your tickets were supposed to be mailed and you have not received them two weeks prior to show date, please contact help@MarioFrangoulis.com.
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How and when will I know where my seats are?
The exact location of the seats will be emailed to you within three weeks of your ticket purchase. We secure blocks of the best possible tickets to sell to the MarioFrangoulis.com community and these seats are assigned on a first come first serve basis. The general section and rows of the seats will be clearly indicated on the ticket product page. The first orders placed will generally get the best seats.
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Why can't I select my seats?
Ticket orders on MarioFrangoulis.com are assigned on a first come, first served basis. This means the best seats in the house are generally assigned to the first people that purchase their tickets. To improve the processing speed of your transaction during ticket sales, utilise the express checkout settings in the My Account section.
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How and when will I find out where my seats are?
The exact location of the seats will be emailed to you within three weeks of your ticket purchase. We secure blocks of the best possible tickets to sell to the MarioFrangoulis.com community and these seats are assigned on a first come first serve basis. The general section and rows of the seats will be clearly indicated on the ticket product page. The first orders placed will generally get the best seats.
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Can I return or transfer my tickets to someone else?
Unfortunately we are unable to accommodate ticket returns and transfers.
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What happens if the event I have purchased tickets for is either cancelled or postponed?
In the event of cancellation or postponement of a performance, you will be contacted by email with instructions from the MarioFrangoulis.com team.
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I purchased a ticket package. How will I get details on that?
You will receive an email from MarioFrangoulis.com with the complete details on your ticket package purchase including specific night of instructions, arrival time and entry information. Should you have any questions, please contact us using one of the methods outlined in the Contact Us section.
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Who do I contact if I have questions about my tickets?
If you have questions about your ticket purchase, please contact us using one of the methods outlined in the Contact Us section.
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Troubleshooting
I have already placed my order, but I want to make changes. Is that possible?
If you wish to make changes to an order before it has shipped, please contact us using one of the methods outlined in the Contact Us section. Since we process orders soon after they are placed in order to ship them to you as fast as possible, there is a very short window in which the orders can be modified.
Please note that requested order changes will be made at the discretion MarioFrangoulis.com. During certain periods we may not be able to make any changes in time due to the volume and nature of orders. Please ensure accuracy and completeness of your order before submitting the order in the check out process.
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Why do I see multiple charges on my credit card?
When you make any purchase online, a pre-authorization check is done with your credit card company to ensure that your card is valid and has sufficient funds to complete the transaction. This pre-authorization puts a hold on the funds required for the order you are placing. Once MarioFrangoulis.com processes your order, your card is charged one time only. If you experience difficulties ordering, and make several attempts to place your order, on occasion it is possible for a credit card company to pre-authorize your card multiple times, putting multiple holds on your card. These holds are temporary and should be released by your credit card company within 2-3 business days. If the hold has not been removed within 48-72 hours, please contact us at store@MarioFrangoulis.com and we will assist you as best we can to speed up the process with your credit card company.
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I didn't receive my order. What happened to it? What do I do?
A shipment may have been returned to us as undelivered due to:
Incorrect Address
If the address that is provided during the order process is incorrect or outdated, the shipment is typically returned to us by the carrier or unintended recipient. If the package is returned to us we will contact you to refund the amount of the product excluding the shipping charges or reship your order.
Failed Delivery Attempt
Most carriers make up to three attempts to deliver a package. If the driver feels it is unsafe to leave a package they will take it to a local post office or carrier's outlet for pickup and leave a delivery notice. You must act upon this notice before the package is declared undeliverable (timeframe varies from carrier to carrier and is outlined on the delivery notice).
Refusal by Recipient
If a recipient is not expecting a shipment, they may refuse the package if they believe it was sent to them in error. In the event that you are sending a package to a recipient other than yourself, let the recipient know that a shipment is due.
When we receive a returned package that is marked as undeliverable, we issue a full refund (excluding the shipping charges). We are unable to reship orders that are returned to us as undeliverable. If you would like to purchase items that were undeliverable, you will need to place a new order.
If you suspect that your order cannot be delivered as addressed and you have not received confirmation of its return or refund after four (4) weeks from the estimated delivery date, please contact us using one of the methods outlined in the Contact Us section.
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Returns Policy
In order to keep our prices as low as possible, ALL SALES ARE FINAL! We are unable to exchange items or offer you a refund for any reason other than if the products you received are damaged, defective or incorrect.
When you place your order you are entering into a contractual agreement for your order and we will proceed with charging your indicated payment method and delivering the products and/or services.
If the product you receive is remarkably different than what was advertised on MarioFrangoulis.com please contact us using one of the methods outlined in the Contact Us section.
If you received a damaged, defective, or incorrect item we ask that you contact us using one of the methods outlined in the Contact Us section.
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If you have questions we are here to help! There are several ways to contact us:
Phone:
+1 (416) 469-9809
Please specify your name, reason for your call, order number (for store and ticket inquires), and return phone number when leaving a message.
Post:
MarioFrangoulis.com
2238 Dundas Street West
P.O. Box 59039
Toronto, Ontario
M6R 3B5
Canada
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