MERCHANDISENEWSLETTERFAQs


– epicenter rockers –

The cancellation of our 2020 festivals was one of the most painful experiences our company has ever faced, and it wasn’t just painful for us; it was hard on the bands, fans, partners, and vendors involved. It has become clear to us that executing Epicenter this Spring will not be possible. For a variety of reasons, we feel it is only feasible to produce a limited number of festivals in the Fall of 2021, and regrettably, Epicenter Festival will not be returning in 2021. We look forward to returning bigger and better than ever in 2022.

Full refunds will be available for all fans who have deferred, along with the option to create a credit in your Front Gate account, to be used for the 2021 DWP festival of your choice. Complete details have been emailed to all fans that deferred.

We appreciate your continued loyalty and hope to see you at another DWP festival this Fall.

With Love, 
Team DWP

2021 FAQs

WHEN WILL I RECEIVE DETAILS ON WHAT TO DO WITH MY 2020-21 PASSES?

Emails with complete details were sent out on February 3, 2021. Check your inboxes! If you did not receive an email, please read through our full FAQ’s to see if we can answer your question BELOW. If not, please send us an email at info@epicenterfestival.com.

WHAT IS THE DEADLINE TO REQUEST MY REFUND OR CREDIT?

All refunds and credits must be requested by February 26, 2021. If no request is made, your order will automatically be refunded no later than March 31, 2021.

I WANT TO LEARN MORE ABOUT THE CREDIT SYSTEM, HOW DOES IT WORK?

If you would prefer to not get a refund, you can request a credit to be created for your account for the total amount that has been paid into the 2020 festival, to be applied to the 2021 DWP festival of your choice.

If a credit is requested, on March 1, your account will be updated to reflect the credit amount that can be used for a 2021 DWP festival, and will you will also receive 10% off the retail price for your chosen event(s).

Some things to note:

  • We cannot refund a partial amount
  • If your new purchase is more than your credit amount, you will owe the difference
  • Credits are valid towards for the CURRENT retail price, less 10%
  • Credits can be split up (i.e. buy 2 LTL tickets and 1 WTR ticket) and can be used for parking, camping, etc.
  • For every festival, your option to use your credit will be cut-off 30 days before each festival occurs, or if/when the festival sells out.
  • A customer service representative will ALWAYS be available to you through the credit process

If you would like more information, you can schedule a call with our dedicated Epicenter Festival Customer Service representative, here. Alternatively, you can email info@epicenterfestival.com with your name, order ID number and phone number (in case we need to troubleshoot) with your questions regarding the credit program and our team will get back to you promptly.

HOW DO I REQUEST A CREDIT?

If you would like to request a DWP Event Credit please follow these steps:

  • Log in to your Front Gate Account
  • Select “Order History” under the “Your Account” tab in the navigation bar
  • Select “View Order Detail” on the order number you wish to have credited
  • MAKE SURE IT IS FOR YOUR 2020 ORDER, NOT A PREVIOUS YEAR’S ORDER
  • Click “Request Credit”
  • Once a request for a credit is confirmed, an Epicenter Customer Service Specialist will be in touch with you in early March to discuss your credit plan.
  • If you cannot access your Front Gate Account, please go to “Manage Order” next to the sign in section, and input your email (used at the time of purchase), along with your order number and phone number (also used at the time of purchase) and you can request your credit there.
  • If you DO NOT request a credit, or to credit your purchase for another DWP event, refunds will automatically be processed no later than March 31, 2021.

**All credits must be requested by February 26, 2021***

HOW DO I REQUEST A REFUND?

If you would like to request a full refund, please follow these steps:

  • Log in to your Front Gate Account
  • Select “Order History” under the “Your Account” tab in the navigation bar
  • Select “View Order Detail” on the order number you wish to have refunded
  • MAKE SURE IT IS FOR YOUR 2020 ORDER, NOT A PREVIOUS EVENT
  • Click “Request Refund”
  • Full refunds will be deposited to your original method of payment within 30 days of request, and/or processed no later than March 31, 2021.
  • If you cannot access your Front Gate Account, please go to “Manage Order” next to the sign in section, and input your email (used at the time of purchase), along with your order number and phone number (also used at the time of purchase) and you can request your refund there.
  • If you DO NOT request a refund, or to credit your purchase for another DWP event, refunds will automatically be processed no later than March 31, 2021.

**All refunds must be requested by February 26, 2021***

I NEED HELP AND WOULD LIKE TO TALK TO A HUMAN. WHO CAN I CALL?

Due to anticipated volume of inquiries over the next couple of weeks, please schedule a call here and a customer service representative will call you at your designated scheduled time.

HOW LONG WILL IT TAKE TO RECEIVE A REFUND?

You will be receiving an email directly from Front Gate Tickets when your refund request has been processed. Front Gate Tickets currently anticipates that it could take as little as 30 days from the date you requested your refund to be processed, but no later than March 31, 2021 back to your original method of payment. We thank you in advance for your patience.

WHAT IF I PURCHASED VIA LAYAWAY AND REQUEST A REFUND?

Please note that if you purchased your passes via our layaway plan and requested a refund, it will process in separate installments (matching your original payment amounts) back to the original payment method used for each scheduled payment. Front Gate Tickets currently anticipates that it will take as little as 30 days from the date you requested your refund, but no later than March 31, 2021, to be processed. All refunds will be applied within 7-10 business days of the first refund, for some it happens in the same days and for others it happens over a few days (depending on your financial institution). No additional funds will be pulled from your account.

I REQUESTED A REFUND, AND NOW I HAVE ZERO ORDERS IN MY ORDER HISTORY.

Once a refund request is processed, it will no longer appear in your order history. If you already requested your refund, this likely means your request has been processed.

If you have questions or concerns about this, please email your Order ID number to info@epicenterfestival.com.

WHEN WILL I RECEIVE MY REFUND?

You must request a refund by February 26, 2021. If no action is taken, refunds will automatically be processed no later than March 31, 2021. Once a refund is requested, it may take up to 30 days to be processed (but no later than March 31, 2021).

Once a refund is processed, it may take 7-10 business days to be deposited back to your original method of payment. Pending your method of payment, it could happen much quicker!

I LOST OR REPLACED MY CARD AND NEED TO UPDATE MY PAYMENT METHOD FOR A REFUND.

Unfortunately, it is a Front Gate protocol that all refunds go back to the original method of payment even if you were to update your payment information. Once your refund has been processed, please reach out to your financial institution (even if the account is closed). Our understanding is that the financial institutions will be credited and should be able to easily assist you. If you have further questions regarding this matter, we suggest reaching out to Front Gate by emailing them directly at order-support@frontgatetickets.com. Please note – Front Gate Tickets is currently not accepting phone calls at this time.

I PURCHASED INSURANCE WITH MY PASSES. AM I BETTER OFF GOING THROUGH INSURANCE FOR MY REFUND?

Front Gate has recommended to process your refund via the refund process via logging into your Front Gate account to obtain the full refund including the insurance fee that you paid. Should you decide to request a refund through the insurance company that you purchased through, they will likely keep their fee. Hope this helps in the process of your decision.

I PURCHASED VIA SEATGEEK, STUBHUB, VIAGOGOO, VIVIDSEATS, ETC. AND CAN’T GET A REFUND.

Unfortunately, our only ticketing partner is Front Gate Tickets, and we do not have any official 3rd party ticket resellers for our festival. We are not responsible for 3rd party ticket reseller refund policies.

WILL I STILL RECEIVE MY T-SHIRT?

No. If you request a refund, you will be refunded for your full purchase. If you purchased your t-shirt on a separate order, you will need to request that to be refunded as well based on the order number reflected on your purchase.

WHAT ABOUT HOTEL RESERVATIONS?

While we are unable to assist with independently reserved hotel or travel arrangements, here are some helpful tips:

  • If you booked a hotel room directly outside of the DWP provided reservation platform; please contact your hotel to address specific questions related to your reservation.
  • If you made your hotel reservation through one of our event websites, and need to cancel or modify your reservation, please e-mail those requests to support@areshotelsandtickets.com, or contact 800-559-2340, and a representative will be happy to assist you. Please be ready to provide them with your reservation #, city of reservation, and hotel property.
WILL VENDORS BE REFUNDED?

If you were a vendor confirmed to work at the festival, please email info@dwpresents.com.

I EMAILED INFO@EPICENETERFESTIVAL.COM BUT HAVEN’T RECEIVED A RESPONSE. WHAT CAN I DO?

Due to a high volume of fan inquiries, please expect a 72 hour minimum response time. We will get back to you as soon as we can!

WHY IS THE FESTIVAL NOT RETURNING?

It is evident that we won’t be able to produce a festival this Spring, so in looking ahead to Fall 2021, for a variety of reasons, we felt it was only feasible to produce a limited number of festivals in that timeframe. We will be bringing Aftershock, Welcome To Rockville and Louder Than Life back this fall as they are our longest running and most geographically diverse festivals,. Allowing us to focus on these three events gives us confidence that we can deliver an amazing festival experience to as many fans as possible, from all over the country. We hope you can join us at one of our 2021 festivals and are already looking forward to bringing Epicenter Festival back in 2022!

WILL THE FESTIVAL RETURN IN 2022?

Yes! We are laser focused on 2022 and bringing back Epicenter Festival as well as the rest of our DPW festivals plus some new additions to the family.