Frequently Asked Questions

Find answers to frequently asked questions about First Avenue.

Merchandise

Please note that all sales are final.

I pre-ordered merch from your online store, how long will it take to arrive?

There are a number of factors, especially if you ordered multiple pre-order items, as we might not receive all items from manufacturers at the same time, and we are shipping complete orders only at this time. We are estimating two-four weeks for items to become in-stock, and we’ll ship complete orders as soon as possible. Due to COVID-19 and the Stay At Home order, we have been exercising caution and limiting the number of staff onsite in our small merch production space. We are shipping items weekly, but there is a delay due to the current circumstances. If you placed an order and you see it listed as “complete” in our system, that means we’re aware of the order, but it does not mean the order has shipped. If you place an order with no pre-order items, and you haven’t received it within ten days, please email info@first-avenue.com.

Damaged or Defective Item?

Damaged or defective items may be returned or exchanged by emailing info@first-avenue.com within seven (7) days of receipt. Please include your order number and a photo of the damaged or defective item. Upon receipt, we will ship out a replacement item if available. If a replacement item is not available, we will offer an alternative, or refund the purchase price of that item.

What if I received the wrong item?

In the unlikely event you received the wrong item, please contact us at info@first-avenue.com with the following information to ensure that we can get this resolved for you quickly & efficiently:

  • Your order number
  • The name of the item you did not receive
  • The name of the item you received in its place
  • A clear photograph of the item you have received

Once we’ve received the above info, our merch team will get this sorted for you as soon as possible.

All claims for orders arriving with a missing or incorrect item must be made within seven (7) days of delivery.

Refunds or Exchanges

At this time, we only exchange items if they are damaged. If you need to exchange a damaged item for the same item, please send us an email (info@first-avenue.com) including your order number and a photo of the damaged item. Upon receipt, we will ship out a replacement item if available. If a replacement item is not available, we will offer an alternative, or refund the purchase price of that item.

What if I ordered the wrong size?

Online store sales are final. Due to the general nature of the pandemic, we do not have staff in the club and cannot resell mailed-in merchandise. If you ordered the incorrect size, a solution could be ordering the correct size and giving the other as a sweet gift!

When will my merch order ship?

If your item is a pre-order item, please check our website to verify when we anticipate this item will be in stock. Once in stock, we will ship items in the order that all orders for that item were received. You will receive an email once your order has shipped.

Please note: If you purchase items that are currently in-stock, along with pre-order items, your entire order will be shipped together. You may place two separate orders if you’d like your in-stock items to arrive earlier.

All shipping takes approximately one week once your order is placed due to limited COVID-19 staffing precautions.

Tracking Your Merch Order

You will receive an email when your package has been shipped. First Avenue proudly uses the United States Postal Service for all shipping within the United States. Your shipping information will include a tracking number for USPS.

Lost or Stolen Packages

First Avenue is not responsible for lost or stolen packages confirmed to be delivered to the address entered for an order. Upon inquiry, First Avenue will confirm delivery to the address provided, date of delivery, and tracking information from the shipping carrier for the customer to investigate.

Other Terms

  • Gift cards are non-returnable
  • Masks are final sale and are not eligible for returns and exchanges
  • “Tip Jar” donations are non-refundable
  • Sale items cannot be returned or exchanged

Tickets

How can I buy tickets to First Avenue events?

You can purchase First Avenue tickets in several ways:

  • ONLINE: Click on a “Buy Tickets” button in the Shows calendar or on individual event pages on this website or any associated venue websites (see links at the top of the page, above the menu).
  • THE DEPOT (*temporarily closed): Located next door to the 7th St Entry, The Depot Tavern is open 11:00 a.m.–1:00 a.m. Sunday–Thursday; 10:00 a.m.–2:00 a.m. Friday; 11:00 a.m.–2:00 a.m. Saturday. Tickets can be purchased at the bar ticket window. (These physical tickets have a reduced service fee per ticket: $2.50.)

Your website has a Buy Tickets button, but when I click to purchase tickets I see “no inventory available”. Is this a glitch or is the show sold out?

If you’re seeing this message it means tickets are already on sale, however all available inventory has been sold.

If you’re still looking for tickets, you can check the AXS Official Resale page. This is the best and only verified marketplace where fans can connect to buy and sell tickets. If the Verified Resale page is also showing no available inventory, please check back as resale tickets may become available at a later date. Availability will vary by performance, and ticket prices may exceed face value.

I’m unable to use my concert tickets for some reason, so can I get a refund?

No. All ticket purchases are final and non-refundable. More info at the question below.

How does COVID-19 affect my ticket purchase?

Due to COVID-19 many shows are postponing, rescheduling, or canceling. We will inform all ticket holders via email of any event updates. You can also reference our website and Facebook events for up-to-date show information.

  • If a show is postponed and a new date has yet to be announced, please hang on to your ticket and we will send you additional information as soon as it is available. Your ticket will remain valid for the new date.
  • If a show has been rescheduled, and you cannot make the new date, please reach out to etix at support.etix.com or 1-800-514-3849.
  • If a show is canceled, you will be notified and given refund information via email.

For up-to-date show information, visit our calendar HERE.

Age Restrictions

Can I attend an event at First Avenue, 7th St Entry, Fine Line, or Palace Theatre that is listed as 18+ if I’m under 18 years of age?

Underage persons can only attend age-limited events at the above venues if they are accompanied by their own parent, or legal guardian in addition to proof of guardianship. Parents will not be able to consume alcoholic beverages during the event. A ticket is required for all persons 2 years of age or older.

Can I attend an event at the Turf Club that is listed as 21+ if I’m under 21 years of age?

Unfortunately, no. Persons under the age of 21 may not attend 21+ events at the Turf Club.

Could an older sibling, relative, or friend’s parent accompany?

Unfortunately, no. Underage persons can only attend age-limited events at the above venues if they are accompanied by their own parent, or legal guardian in addition to proof of guardianship.

What if my 18th or 21st birthday is only in xxx days/months?

Nope. This is a steadfast policy and we allow for no exceptions.

Why is a show 18+?

Age limitations are determined by a variety of factors, but are usually decided by the performer’s management.

General Questions

What is First Avenue’s camera policy?

Our standard policy allows cell phones and small point and shoot cameras only (no detachable lenses).

Flash photography is not permitted.

This policy may change depending on the performer or at the discretion of management.

What is First Avenue’s recording policy?

Our standard policy does not allow video or audio recording at our events.

This policy may change depending on the performer or at the discretion of management.

What if I left an item in coat check, forgot to close my tab, or lost an item at first avenue?

Contact us in the office Monday through Friday 10:00 a.m.–6:00 p.m. at 612-338-8388 so we can verify that we have your item and arrange a time for pickup.

Any items left in coat check or lost and found over 30 days will be donated.

Does First Avenue offer seating?

First Avenue, 7th St Entry, Turf Club, and Fine Line are primarily general admission, standing room only venues. Limited seating is available on a first-come, first-served basis at First Avenue, 7th St Entry, and Turf Club. The Fine Line offers very limited reserved seats, available for purchase (inclusive of a ticket) to a variety of shows. If you need medical seating, another entry in this section provides instructions.

Tables located on the balcony level at First Avenue are reserved for First Avenue Members and guests of the club.

The Fitzgerald Theater is a fully seated, reserved venue with 2 balconies.

The Palace Theatre has a General Admission Standing Room Only floor – there are no seats in this section. The Loge and Balcony sections at the Palace contain fully reserved seating. The Loge refers to the first 5 rows in the Balcony.

Please refer to an event’s specific ticketing page for more information on seating availability, selection, and pricing.

Can I bring my bag to a show?

You may bring a small bag with you to most of our shows. This policy may change depending on the performer or at the discretion of management.

Large bags, including messenger bags and backpacks, must be left at coat check.

All bags may be checked for free.

What is First Avenue’s Membership program?

Get the inside track as a First Avenue Member. Visit membership.first-avenue.com to purchase or learn more.

I’m going to a show, but have a condition / injury / handicap that requires special consideration. What should I do?

All venues owned and operated by First Avenue are wheelchair accessible. Depending on the venue, our ADA policy differs. See below for venue-specific instructions.

If you are attending a show at First Avenue, 7th St Entry, Turf Club, or Fine Line, contact us in the office Monday through Friday 10:00 a.m.–6:00 p.m. at 612-338-8388 or email info@first-avenue.com about making necessary accommodations.

If you are attending a show at Palace Theatre, Fitzgerald Theater, or an outdoor event at Surly Brewing Festival Field, ADA accommodations can be made by purchasing ADA Accessible tickets by following the “Buy Tickets” button on our websites. Patrons requiring accessible seating are able to purchase a ticket for themselves, plus up to three ticketed companions.

Prohibited items?

First Avenue Productions is committed to providing a respectful and inclusive environment that is free from harassment and discrimination. The Company prohibits employees and patrons from wearing or displaying, while on company property, any text or symbols that are designed to, or have the effect of, harassing, demeaning, intimidating, or threatening any person or persons. Such symbols include, but are not limited to, the Confederate flag.

Weapons?

First Avenue & 7th St Entry BANS GUNS on the premises. No weapons of any kind will be allowed on the premises.

AXS Mobile ID

What is AXS Mobile ID?

AXS Mobile ID is digital ticketing technology that provides the flexibility and convenience of safely and securely managing tickets online or in the AXS mobile app and is the preferred admission method for the venue. It eliminates paper tickets and allows you to enter the venue with your AXS Mobile ID and manage your tickets digitally. AXS Mobile ID gives you the ability to transfer, sell and buy seats through an official marketplace endorsed by the venue.

Why did the First Avenue decide to use AXS Mobile ID?

AXS Mobile ID allows for convenience, flexibility and security. Fans can manage tickets digitally, transfer or sell tickets when needed (if applicable), and remain assured that all tickets are authentic and secure. The move to AXS Mobile ID is designed to put tickets in the hands of fans, reduce ticket scalping from unauthorized resale sites & ensure that we know who is coming to the show.

How do I create an AXS account?

Upon purchasing tickets, your AXS tickets will be automatically added to your existing AXS account. If you do not currently have an AXS account you will be instructed to create one during your purchase. You can also create an account without purchasing tickets by going to AXS.com and enter some very basic account information.  After completing the account information, you may buy, sell or manage any seats in your account.

How do I get into the venue?

AXS Mobile ID via the AXS app is the only form of entry, but if you don’t have access to a smartphone, you may use the credit card you used to purchase the tickets.

  1. Get the AXS app if you haven’t already
  2. Open the App and sign in to see your tickets.
  3. Show the ticket in the App at the entrance and get them scanned to enter.
  4. Enjoy the event!

Bought tickets for a group? Make sure everyone enters together OR transfer tickets to friends before the event & have them follow the steps above to enter the venue.

What if my guests arrive at different times?

Many fans find it best to TRANSFER the seats to their guests prior to the event. This way your guests will be able to enter when they arrive using their own AXS Mobile ID.

Can I transfer my tickets?

A ticket transfer allows you to digitally give each guest in your party their own ticket via AXS Mobile ID. With seat transfers, you no longer need to worry about delivering the paper tickets to them in advance or meeting them outside of the gates to walk in together. There is no fee for transferring seats and you are allowed unlimited transfers.

 

Your guests will need to create an AXS account to receive tickets. Guests can transfer the tickets back to you if they can’t attend or you can cancel the transfer if they have yet to set up their AXS account. If they already have an AXS account set up the tickets will go in their account automatically.

Here’s how it works:

  1. Click the Transfer button next to the event in your AXS account.
  2. Select the tickets to transfer and enter the recipient’s information.
  3. On the review page, click the Transfer button to send the tickets.

The recipient will get an email about the transfer, and they’ll need to create an AXS account (if they don’t have one yet) to complete the transfer. After that, the tickets will be theirs to use with the AXS app.

How will I know if my transfer was successful?

Review your transfer history within the AXS app by clicking on MY EVENTS and selecting TRANSFERRED. You may also review your transfers and purchase history at AXS.com.

How do I accept Transferred Tickets?

If you already have an AXS account, the tickets will be transferred to your account automatically. Otherwise, you’ll get an email letting you know you need to create an AXS account to claim the tickets. Just follow the simple steps to make the tickets officially yours.

Once I have downloaded the AXS App and AXS account, do I have to accept the transfer every time?

Nope. Once you have an account, seats transferred to you will be accepted by your account automatically (no need to accept them manually).

Can seats be transferred to someone who doesn’t have an AXS account?

Yep! They’ll just have to create an AXS account to claim their tickets. They’ll also need to get the AXS app. When it’s time for the event, they can open the app to show their tickets on their phone.

Can I cancel a transfer?

It depends. If your friend already has an AXS account, the tickets will be transferred instantaneously. Otherwise you have until your friend creates an account to cancel the transfer. Remember, your friends can always transfer tickets back to you.

What if I need to sell my tickets?

AXS Official Resale is the best way to sell your seats because it is the official marketplace endorsed by the venue. Tickets purchased through unofficial sources (such as Craigslist, StubHub, etc.) may not be valid.

Here’s how it works:

  1. Click the Sell button next to the event in your AXS Account.
  2. Select the tickets to sell, and then set your price and selling options.
  3. On the Review page, click the List Tickets button to finish.

When your tickets sell, you’ll receive an email informing you of the sale. The tickets will be delivered to the buyer automatically. You’ll be able to transfer money to your bank from your account on AXS.com.

How do I know if I can sell my tickets?

If you see a Sell button next to your tickets in your account, you can sell them! It’s up to the promoter, artist, or team if you can sell tickets or not.

When I sell tickets, do I have to deal with the buyer?

Never. AXS handles payment and delivery so buyers and sellers never interact with each other. Buyers get tickets delivered straight to their AXS accounts, and sellers get paid by direct deposit.

When does a ticket listing expire?

It’s up to you! When listing tickets, you decide how long your listing will be available for others to buy. Generally, these are your options:

  • One Day from Now
  • One Week from Now
  • One Day Before Event
  • One Hour Before Start Time
  • At Event Start Time
  • One Hour After Event Start Time

Remember, you can remove your listing at any time (as long as tickets haven’t sold).

How do I remove a listing?

Just follow these steps:

  1. Sign into your AXS Account and click Listings
  2. Choose a listing and click Retract
  3. Click yes, retract now.

And you’re done! Your tickets will no longer be listed for others to buy.

What is AXS Official Resale and where do the tickets come from?

AXS Official Resale is the safe and easy way to buy and sell tickets with other fans. When fans have tickets they can’t use, they list them for other fans to buy. Buyers get 100% valid and authentic tickets delivered straight to their AXS accounts, and sellers get paid by direct deposit. If available, you’ll see the option to get tickets with AXS Official Resale on the event page.

When I buy resale tickets, do I have to deal with the seller?

Never. AXS handles payment and delivery so buyers and sellers never interact with each other. Buyers get tickets delivered straight to their AXS accounts, and sellers get paid by direct deposit.

What if a show is sold out?

As long as there are people who have tickets to sell, AXS Official resale is the best & safest place to find tickets and the only verified marketplace where fans can connect to buy and sell tickets.