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Help Center - Eels Offical Online Store

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This will vary depending on your country of departure and citizenship status. Please check the individual requirements for your country of departure. Travel insurance is strongly recommended for all travellers to the USA.

What travel documents do I need, including visas/ESTA and insurance?

Eels in Vegas Travel Packages

What travel packages are available for Eels in Vegas?

What is included in each travel package?

What are the key differences between Basic, Standard and Premium packages?

How do I book a travel package and secure my place?

What payment options are available?

Are deposits required and are payment plans available?

Who is managing the travel packages and bookings?

Are flights included in the packages?

Which departure cities are available?

Can I customise flights, upgrade, or depart from a different city?

Can I extend my stay before or after the official package dates?

Which hotels are included and can I choose my hotel?

Are package prices based on twin-share accommodation?

Is single occupancy accommodation available?

Are hotel resort fees included in the price?

Is an NRL Vegas match ticket included in the package?

Where is the Eels Supporter Bay?

What is the Official Eels Fan Hub and what does it include?

How do I track my order?

Do you ship internationally?

How much does shipping cost?

How long does delivery take?

Do you offer free shipping?

How long will my delivery take?

Can I change my delivery address?

When will orders be dispatched?

What happens if my package is lost or arrives in a damaged state?

Shipping & Delivery

My order was marked delivered but it’s not here!

Order Issues

Can I edit or add anything to my order?

I am missing an item from my order, what should I do?

The item I want is sold out. Will you restock?

Can I purchase a Eels Official Store gift card?

Can I save a gift card to my Apple Wallet?

Orders Management

How do I apply promo/discount codes?

What methods of payments do you accept?

Can I use multiple promo codes on one order?

Will I be charged for international transaction fees?

Payments & Discounts

What’s your return policy?

What is your process for returns?

What if my item was faulty?

Can I exchange items I have ordered?

What is the mailing address?

Returns & Refunds

I'm having trouble logging in

How do I update my account name?

Account & Subscriptions

What does using Ticketmaster mean for me as an Eels Member?

Do I still use my Member ID to buy additional tickets?

Can I forward my ticket to someone else if I can’t attend a game?

Can I purchase accessible tickets online?

How do I access my 10% discount?

Where can I get help if I’m having trouble with my tickets?

What is the child and junior age range for tickets?

What is the family ticket policy?

How do qualify for concession tickets?

Ticketmaster Tickets

I'm an Eels member. How do i get my discount?

How do I redeem my membership voucher?

I'm a 2025 member. Can I save up my voucher code for next season?

My membership voucher code is not working, what should I do?

Is my membership login the same for the shop?

Is there a shopfront for the Eels Official Store?

How can an Eels membership be bought as a gift?

How do I join for 2026?

How will I know if I have successfully purchased my membership?

I want to purchase 2026 reserved seat membership. How do I choose my seats and when will they be allocated?

What other benefits do Members receive outside of game access?

What constitutes a family membership?

What constitutes a concession membership?

Do you accept companion cards?

What constitutes a junior membership?

I stopped being a member but want to rejoin?

Can Members sign up their friends or family?

Can I pay my membership monthly?

Can I pay for my Membership in advance if I am on a part-payment?

What is the membership rollover?

I have been overcharged.

My payment was unsuccessful. How can I fix this?

I want to keep my membership but my financial situation has changed, what can I do?

How do I opt out for the next season?

My membership tenure is incorrect, how can I change it?

I tried to contact the club and had no answer, can you please get in touch?

I want to attend the away game event in my area, how do I attend?

Where can I find the Parramatta Eels Membership Terms & Conditions and the Member Code of Conduct?

How can Members update their details?

I'm not receiving any emails from membership.

How can I provide feedback about a product?

How do I unsubscribe from your newsletter?

Can I return/alter my 2026 Membership Choice Selection after delivery?

Have a question that is not answered here?

How do I redeem my tickets if I am a Flexi or Interstate Member?

I'm having troubles logging into my membership account?

Can I attend away games with my membership

Update your payment details for your monthly membership payments

Membership Benefits

I'm a 2026 member. Can I save up my voucher code for next season?

I have multiple memberships, can I change the memberships to different names?

How do I redeem my tickets?

I hold a General Admission Membership – do I need to prebook my seating?

How can I buy extra tickets near my reserved seats?

I have not received a link to buy tickets for this weekends game?

How do I print tickets at home?

It says my tickets are unavailable for this weeks game?

Is there a discount for away games?

How do we get tickets for away games?

When do tickets for NRL go on sale?

Can I get tickets sent to my mobile?

Membership Tickets

Can I have items signed at training?

Can I write to the players and coaches?

I want something signed for my birthday, how can I do that?

I have a special request.

Special Requests

How can I make my pack choice?

When can Members expect to receive their Membership pack and Member card?

Is there a cost associated with Member pack delivery?

Do you ship overseas for members?

Do you facilitate returns?

What if my Pack is Returned to the Sender (RTS)

Member Pack Delivery

I've just purchased an Eels Digital Membership. When will I receive my Kayo One voucher code?

How do I redeem my Kayo One voucher?

I'm having trouble using Kayo and need help

Eels Digital Membership / Kayo One voucher

How many games do Members have access to in 2026?

What happens if a Member misplaces their Member card?

I cannot make the game, can someone else use my membership to attend instead?

How do I use my Full-Season Reserved Seat Membership?

How do I use my Full-Season General Admission Membership?

I hold a General Admission Flexi Membership - how do I use my Membership?

I hold a Reserved Seat Flexi Membership Package that includes 2 - 6 games access – how do I use my Membership?

How do Interstate Members receive their tickets to their Interstate game of choice?

How do BGA Premium Members receive their tickets to their 2025 home game of choice?

Membership Game Day

I require accessible seating, what do I do?

Can I reserve a seat with a GA ticket?

I want to upgrade my seating from GA or reserved.

Is my seating undercover?

I held a 2025 reserved seat Membership – will my seats be the same for the 2025 NRL Season?

Can I move my reserved seat just for one game to sit with friends/family?

What happens if the weather is bad?

Can I put my Reserved Seat up for Re-Sale?

Seating

How do I book accessible seating?

How do I purchase accessible seating and a disabled parking spot for an upcoming home game?

Do you accept Companion Cards?

Accessible Seating & Disabled Parking

How do I know if my order has been delivered, I think it might be lost!

I am missing a merchandise item, what do I do?

I have lost my ticket. What can I do?

Lost or Misplaced items

What is a PARRA Group Membership?

What benefits do I receive with a PARRA Group Membership?

Does a PARRA Group Membership include game tickets?

PARRA Group Membership

Can I take my Hospitality without food and beverages?

What are the payment choices for seat options?

What are the payment deadlines for my tickets each year?

How does parking work at Commbank Stadium?

How accessible is Commbank Stadium?

Who do I contact if I have additional questions about Parramatta Eels hospitality?

What travel documents do I need, including visas/ESTA and insurance?Updated an hour ago