FAQ

r5rocks.com help

I'm having trouble logging into my account. Who can help?

Please email us here for any trouble logging in or with the website itself.

For all other questions not pertaining to the website, please email hello@r5family.com.

I need to change some account information, but I don't have access to my account.

Please email us here for any administration issues with your user account or email address.

R5 Family Meet & Greet

Where can I buy an R5Family Meet and Greet?

First access to R5Family Meet and Greets will go to registered fan club members during the pre-sale period. To join the fan club as a digital or premium member, click here.

After the pre-sale period ends, you can purchase R5 Family Meet and Greets (based on availability) in the TOUR section.

Will my meet and greet photo be displayed on the R5 website?

Please note that by participating in any meet and greet with R5, you hereby agree that your image may be used on the web for you to download your photo and/or that it maybe used for promotional purposes.

How do I get a copy of my picture with the band?

We will take the pictures with the band and you will receive an email with download information the next day. PLEASE NOTE: Only full band photos are possible.

Any questions in regards to Meet And Greet photos can be directed to hello@r5family.com.

Where do I pick up the merchandise included in my R5Family Meet and Greet?

All merchandise included in the VIP upgrade package will be fulfilled at the venue on the day of the show.

Do I need to bring anything to the venue?

You must bring a picture I.D. with you in order to gain access to the R5 Family Meet and Greet.

Am I guaranteed access to purchase an R5Family Meet and Greet ticket?

Fan Club Membership DOES NOT guarantee you a R5Family Meet & Greet ticket.

Certain events (private engagements, fairs, festivals, casinos) may not allow R5Family Meet & Greet opportunities.

Do I need to buy a ticket for the concert in addition to the Meet and Greet?

Each Fan Club Member is responsible for purchasing their own, SEPARATE admission ticket to the concert. You must have admission tickets to the venue in order to attend the Meet & Greet. Meet & Greet tickets do not give the member any special privileges towards parking, merchandise, etc.

Do minors need to be accompanied by an adult?

If you are a minor, a parent or guardian can accompany you to the R5Family Meet & Greet but they need to have a regular ticket to the concert to enter the venue and they will not receive the included merchandise items or be able to take a photo with the band.

Do R5Family Fan Club members gets special access to meet and greets?

R5Family Fan Club Members get special pre-sale access for both General Admission tickets and R5Family Meet & Greet tickets. Pre-sale access to tickets and meet and greets is available for R5Family Fan Club Members only.

What does the R5Family Meet and Greet include?

The R5Family Meet and Greet includes:

  • Sound Check Party and Q&A with the band
  • Photo with the band
  • First in-line entry to the venue
  • Limited edition R5 swag

Store

What are your return policies for physical items purchased in the online store?

The R5 Online Store does not accept exchanges. We do accept merchandise returns up to 14 days after a package has been received. If you wish to return your purchase, please let us know and we will send instructions for shipment back to us. Shipment must be returned to us in the original packaging and in the original quality it was received, and at the customer's expense. Refunds will be submitted upon receipt of merchandise in new condition; please note that shipping costs are non-refundable.

Please note that our Customer Service Agents have the right to use their professional discretion relating to refunds and returns. For all returns allow 5-7 business days for any merchandise credit to appear on your account statement.

How do I get an update on my order placed through the online store?

Shipment notices along with tracking numbers will be emailed to you when your order is sent out, and you will be able to track its progress to you via the USPS.com website. We strive to fulfill orders within 2 business days of purchase; if you have not received your shipment confirmation after 3 or 4 days, you can email us to check on the status of your order.

Do you ship orders internationally?

All physical items in our store are available to be ordered and shipped internationally. Digital download products are only available in the United States.

I have a question about the store or my purchase that is not answered here. Who should I contact?

For all PHYSICAL merchandise purchases, please contact us at r5custserv@gmail.com. Please note that this address cannot answer any questions that do not pertain to physical merchandise.

For all DIGITAL purchases, such as fan club memberships, event tickets, meet and greets, etc, please contact us at hello@r5family.com.

European Store

Where does the R5 European store ship from?

The R5 European Store ships from Germany and is operated by Starhouse Vertriebs-GmbH. You may access their privacy policy here and contact them at contact@r5rocks.eu

Is VAT Included in R5 European Store purchases?

Yes.

May I join the R5 Family Fan club through the R5 European Store?

No. The R5 Family Fan Club is only available through the main R5 join page.

I am a current member of the R5 Fan Club. Does my Fan Club discount apply to the R5 European store?

Currently the R5Family Fan Club discount does not apply to merchandise orders from the R5 European store. However, we will be adding a discount for fan club members very soon.

There is a problem with my order from the R5 European store.

For any questions regarding order status, shipping, refunds/exchanges and other questions, please contact contact@r5rocks.eu

May I still place orders and join the R5Family Fan Club through R5Rocks.com main online store for shipment from the US to international destinations?

Yes you may as long as your address is included in the list of territories to which we ship.

Will orders placed through the R5 European store display in my R5Rocks.com user dashboard?

No. Only orders placed at R5Rocks.com/store will display in your dashboard. For questions regarding orders placed through R5Rocks.eu please contact contact@r5rocks.eu

General

Do I have to pay to join the R5 community?

No, creating a profile at r5rocks.com is absolutely free! A profile will enable you to post in the community , comment on articles and galleries, add friends, share videos and photos, read the latest news, and more.

If you would like to be able to participate in member-level access such as Meet & Greets and Pre-Sale Tickets, you will need to purchase membership to R5 Fan Club.

I'm not going to get e-mailed constantly after I sign up for the newsletter am I?

We only send out about one e-mail per month updating fans across the world with new updates and shows.

I have a question that is not answered here. Who should I contact?

Email us at hello@r5family.com. Thank you.

I have a new e-mail address. How can I change my information?

Go to your profile page. Click on "User Settings." In the modal that appears, find the "Email Address" field and replace the old address with the up-to-date e-mail address you wish to use. Click "Save" in the bottom right corner to save your changes.

I have noticed an error in the content on the site? How do I tell you?

If you feel that we have listed an event, photo, attribution, or story incorrectly, please let us know. You may contact us via email at hello@r5family.com or just add a comment on the article.

Will my personal information be shared or made public to any other entities?

No, for the information you provide to r5rocks.com, you will only receive information regarding R5. You may also receive information on promotions and announcements from companies directly affiliated with r5rocks.com.

When is R5 coming to perform in my city?

The Tour Page is updated with the latest touring itinerary and is your best source of information for when and where live shows will take place. Additionally, you can sign-up for the email list to be notified when shows are coming to your area.