Refund & Exchange Policies
Refunds
Exchanges
Refunds
Badge Refunds
All badge refund requests must be made by the purchaser via email to [email protected]. All badge refund requests must be submitted by June 12, 2026, at 11:59 pm Eastern. Badge refund requests will not be honored after this deadline.
Badge refund requests received before the deadline will be credited back to the original form of payment, minus administrative fees. If system credits were used to purchase the badge, the refund will be issued in system credits. System credits are non-transferable, non-refundable, do not expire, and can be used for any future Gen Con badge or event ticket purchase.
All badge refunds are subject to a $10 administrative fee per badge. However, badges refunded as system credit do not incur a fee. Gen Con will not “roll over” badges to a future convention.
Badges purchased after June 12, 2026, or on site at the convention are non-refundable and non-transferable.
Event Ticket Refund Overview
Event tickets are either paper or electronic (e-tickets). E-tickets are identified with a lightning bolt ticket stub symbol.
Customer Service manages event ticket refunds. Event Tickets are valid only for the year in which they were purchased and cannot be transferred to a future convention. Refund requests submitted by email must be made by the original purchaser. On-site at the convention, either the named attendee or the original purchaser may request a refund in person at a Customer Service kiosk.
Event ticket refunds are subject to a 5% administrative fee, while generic ticket refunds are issued as system credit only and incur no fee. System credits are non-transferable, do not expire, and can be used to purchase badges or tickets for any future Gen Con convention.
On site, Customer Service cannot process cash transactions after 9 pm nightly.
E-Ticket Refunds
E-tickets may be refunded through the Gen Con mobile app or Gen Con website up to 30 minutes before the scheduled event start time. Refunds processed through the app or website are automatically issued as system credit.
Attendees who wish to have a refund issued to the original form of payment must contact Customer Service in advance by email or in person at the convention and cannot initiate the refund through the mobile app or website.
Once a refund has been processed as system credit, it cannot be reversed or converted back to the original form of payment. After the 30-minute cutoff, e-tickets are no longer eligible for a refund.
Generic Ticket Refunds
Generic tickets are paper tickets and must be returned in person to the Customer Service desk at the convention to qualify for a refund. Refunds for generic tickets are issued as system credit to the purchaser’s account, with no administrative fee applied.
All unused generic tickets must be returned to Customer Service by Sunday at 4 pm to receive a refund.
Paper Ticket Refunds
Paper tickets may be refunded by emailing Customer Service before June 12, 2026, at 11:59 pm Eastern. Refund requests submitted by email must be made by the original purchaser.
Once printed, paper tickets must be presented in person to Customer Service at the convention to request a refund. Either the attendee named on the paper event ticket or the original purchaser can initiate a refund request at a Customer Service kiosk. However, this request must be made at least 30 minutes before the event’s scheduled start time. Refund requests submitted after the 30-minute cutoff will not be eligible for a refund.
If an event has been canceled, please see a Gen Con Event Team member at the event location for further instructions.
Exchanges
Badge Exchanges
Badge exchanges are processed during Gen Con Customer Service hours, Monday – Friday, 9:30 am – 5:00 pm Pacific (12:30 pm – 8:00 pm Eastern). Requests are processed within five business days.
To exchange a single-day badge for a 4-day badge, or vice versa, please contact Customer Service and request a refund for your existing badge. Once the refund is processed, you may purchase a different badge on the website. If your refunded badge includes event tickets for dates when the exchanged badge type does not allow access, please contact Customer Service to request a refund for the event tickets.
Badge exchange requests must be made by June 12, 2026, at 11:59 pm Eastern. After the deadline, you may exchange badges on site at the Customer Service kiosks, subject to availability.
Only the badge purchaser may request a badge exchange.
On-Site Badge Exchanges
On-site badge exchanges are managed at the Customer Service kiosks.
Badge exchanges will only be processed for the individual whose name appears on the badge being exchanged, and only if the requested badge type is available for purchase.
To complete an on-site badge exchange, you must present a valid government-issued photo ID and a current Gen Con badge.
Please note that a single-day badge cannot be upgraded to a 4-day badge if 4-day badges are sold out. To exchange a current single-day badge for another single-day badge on site, you must do so at least 1 day before your badge expires. All badge exchanges are subject to availability.
Event Ticket Exchanges
All event-specific ticket exchanges are subject to a 5% administrative fee for the total sum of tickets returned.
Generic event tickets are only refunded as system credit. System credit is non-transferable, non-refundable, does not expire, and may be used to purchase badges or event tickets for future Gen Con conventions.
E-tickets may be exchanged through the Gen Con mobile app or Gen Con website up to 30 minutes before the scheduled event start time.
Paper Event ticket exchange requests must be made by June 12, 2026, at 11:59 pm Eastern. After the deadline, you must exchange paper event tickets at the on-site Customer Service kiosks.
On-Site Event Ticket Exchanges
On-site event ticket exchanges are managed at the Customer Service kiosks.
Please note: Customer Service will not process cash transactions after 9 pm during the convention.
Event ticket exchanges will only be processed for the individual whose name appears on the event tickets being exchanged, and only if the requested event ticket is available for purchase.
To complete an on-site event ticket exchange, you must present a valid government-issued photo ID and a current Gen Con badge.
Please provide the event ticket for exchange, along with the Game ID of the ticket you wish to purchase. Event ticket exchanges must be completed at least 30 minutes before the event starts.
Lost Badges & Event Tickets
Gen Con does not replace lost, stolen, or forgotten badges or event tickets. Replacements must be purchased at full price. Please take care of your convention materials and handle them responsibly.
Attendees can check the Lost & Found inside the Gen Con Show Office, located in ICC: Room 112, for any misplaced items. Gen Con does not assume responsibility for any lost, stolen, or forgotten materials.
If the USPS confirms that your shipment is lost, we will replace your convention materials at no cost to you. Please note that Gen Con will not replace items that the USPS reports as delivered.
Contact Customer Service
For faster responses, please email [email protected].
Customer Service Hours:
Monday – Friday, 9:30 am – 5:00 pm Pacific
(12:30 pm – 8:00 pm Eastern)
📧 Email: [email protected]
📱 Call: (206) 385-1967
📫 Mailing Address:
Gen Con LLC
230 Auburn Way, Ste 1B #120
Auburn, WA 98002-5451
📍 On Site: Customer Service kiosks are located in the Wabash East Concourse inside the ICC during the convention.