Below are answers to some of the most frequent questions we get asked.
If you have more questions, reach us at [email protected]
Vault and Virtual Event FAQs:
When will my order be sent out?
Shipping estimates provided by USPS or other delivery carriers are in addition to the time it takes us to process and fulfill the order.
For items from our Vault, fulfillment times may vary depending on which fulfillment location they are shipping from, and the nature of the item. (For example, custom items may take longer to fulfill versus items without customization).
For Virtual Event purchases, you can find delivery estimates in the item description. Note that these are general estimates and may vary depending on total ticket sales, the talent’s schedule, and other factors.
Once an order is ready to be shipped, you will receive a shipping confirmation via email that includes your tracking number.
If you have any questions about an order, please email [email protected] and include your order number.
How do Live Video Chats and Virtual Photo Ops work?
Video chats and photo ops will be done via Zoom, so we recommend creating a free account on your computer or downloading the Zoom app on your phone. Note that Zoom does tend to work better on a computer or tablet versus a phone, especially for non-US customers. If you want to practice using Zoom, you can join a test meeting here – https://zoom.us/test
For Photo Op fans, because the photo will be taken from the Zoom call video stream, we recommend testing your device’s camera with Zoom and making sure the lighting looks good before the session. For example, it’s best to have your primary light source either in front of you or to the side, not behind you. Play with the angle of your camera and/or adjust your position until you are happy with how everything looks. You can test this in Zoom by joining a test meeting and playing around with your setup here – https://zoom.us/test
The day and time for the session is listed on the event page for your Virtual Event.You can buy chats and photos with multiple actors, even if the day and time is the same. When we send the Zoom links and instructions, we will let you know how to complete chats and/or photo ops with multiple actors who are scheduled for the same day and time. If there are multiple actors who are having their sessions on the same day and time, we may make a slight adjustment to stagger the start times.
If you wish to have a longer chat, you may buy multiple tickets with the same celebrity to extend your chat time. As long as each ticket is purchased under the same name and email address, we will combine your chat time.
There is not a time assigned for each fan. Think of it like waiting in line for an autograph. Everyone gets in line at the same time, and everyone gets their own chat (or photo), but you may have to wait a bit for your turn in the queue.
It is important that the Zoom name matches the name we have listed for your purchase, so that the host knows who you are. We cannot let anyone into the Zoom chat who we don’t recognize from our list. If the ticket will be redeemed by a different person, or if you use a different name on Zoom, please email us with the correct Zoom name and your order number so that we can make note of this information. If you are unsure about what name you use on Zoom, sometime before the Zoom meeting, log into your Zoom account or the Zoom app to see what name is listed for your account. If the name is something generic such as “iphone” please go into your settings and update your Zoom account for the correct name.
We usually email the final chat and photo op information and instructions the night before, to the same address used to make the purchase. If you can’t find that email, make sure to check your spam, junk, or promotion folders. If you don’t receive the instructions by 2 hours before the chat session, please email [email protected]
Can I buy a recording of my Live Video Chat?
For talent who consents to having their chats recorded, you’ll have the opportunity to buy a video of your chat if you so choose. When we send out the Zoom links and instructions for the chats, we’ll include pricing information and links where to buy chat recordings (when applicable). Pricing varies depending on the celebrity.
How do I figure out what time a Live Video Chat, Virtual Photo Op, or Virtual Q&A Panel is in my time zone?
Times are listed in both Pacific (PT) and Eastern (ET) time zones. If you are in Mountain time, add 1 hour to the time listed for Pacific time (PT). If you are in Central time, add 2 hours to the time listed for Pacific time (PT).
For other time zones, you can google “What time is it right now in Los Angeles?” to find out how many hours ahead or behind Pacific time it is where you are located. For example, if google says that current LA time is 10 AM, and it is currently 6 PM where you are located, you are 8 hours ahead of Pacific time, so you would add 8 hours to the start time listed for Pacific time (PT). For fans in Europe, Asia, or Australia, this may actually be the next day for you, so make sure you know the correct date for your timezone as well.
What do I put for the Recorded Video Message instructions?
Instructions should be for what you would like the actor to say or talk about. It is a good idea to include the name of the person to whom the video should be addressed. (You may also want to include how to pronounce the name if it isn’t readily apparent from the spelling). You can either be very specific in your instructions, or just provide some general instructions/questions. Note that it is up to the actor’s discretion if there is something requested that they don’t feel comfortable recording, or to tailor the message as they see fit. There is a 250 character limit on these instructions.
How Events Work
Free Live Q&A
Interactive & moderated
Take part in free, interactive and moderated 45-minute live video Q&A’s with the casts of your favorite films and TV shows. Tune in at the Wizard World Virtual Twitch channel.
An exclusive, 2-minute private video chat with a cast member of your choice!
Signed and shipped
Includes your choice of an 8″10″ photo mailed to your address.
Your video message delivered
Get personalized messages from your favorite celebrities!