FAQ
Where are you located?
200 W. Second Street
Pomona, CA 91766
Information Line: (909) 865-3802
We are approximately 25 miles East of Los Angeles and 20 miles West of Riverside.
Can I buy tickets in person?
Tickets can be purchased at The Glass House Box Office on show nights, as long as, the show is not sold out.
Will call tickets purchased online can only be picked up at The Glass House box office on the day of the concert. The box office opens an hour before doors and is located on the Eastern side of the venue off of Thomas Street.
Is there re-entry?
Yes.
Do I have to check my bag?
For the safety and security of our guests and staff, we allow moderately sized purses. No backpacks are allowed. The bags are not required to be clear, but will be searched by security prior to entering the venue.
I can’t make it to the show, can I get a refund?
All ticket sales are final, and event details – such as lineup, start time, set times, and stage – are subject to change without notice, due to circumstances outside our control.
But sometimes the show can’t go on. In the event of a postponement, ticket-holders will be given the option to either (a) keep their ticket to be honored at the rescheduled date, or (b) to claim a full refund. Please keep an eye out for an email from us if your event has been postponed.
In the event of a full cancellation, refunds will be processed automatically – please allow 5 to 10 business days for your refund to process.
Do you offer accessibility options at the venue?
Yes! To the best of our ability, the venue staff are here to help. Please make security aware if you require ada seating. Please note that the area is first come first serve, and only one guest may accompany you to the area. In the event that the area is full with people requiring it, your guest may be asked to watch from the normal viewing area.
The glass house is fully wheelchair accessible.
Are your events rain or shine?
All events at the glass house are rain or shine.
On the day
Two hours before the event begins, you’ll be able to activate your ticket in the app and generate your unique qr code.
Just follow these steps:
1. Open the dice app. Tap the ticket icon at the bottom of the screen.
2. Choose the event.
3. Tap activate qr code.
Once you activate your ticket, you will no longer be able to send it to a friend.
If you bought tickets for a group and you’re arriving together, you can show everyone’s tickets on your device to the door staff.
What to do if you can’t make the show?
We’ve all been there – you’ve double-booked yourself, you’re unwell and can’t make it, or you’ve got another commitment. It happens. But a change of plans doesn’t mean your ticket has to go to waste. Here’s what you can do:
Offer your ticket to another fan
We believe tickets belong in the hands of fans, and that they should only ever be sold for a fair price. That’s why we have the waiting list: if you can’t make it to a sold-out event, you can add your ticket to the queue to be purchased by another fan. If the ticket is sold, you’ll get your money back – no drama, no rip-offs.
There are a few conditions, though. Not every show will have the waiting list function switched on (that’s up to the event organisers, not dice), and tickets can only be added to the waiting list after a show sells out. On top of that – and this is important – you’ll only get your money back if another fan buys your ticket.
Learn more about how the waiting list works.
Transfer your ticket to a friend
If a friend is keen to attend an event you can’t make, you can transfer your ticket to them quickly and securely within the app. Just make sure you have their number saved in your phone, and that they have a dice account registered with that number.
After you transfer the ticket, it will be stored within the dice app on your friend’s phone – there’s no fiddling with name changes, emailing pdfs, or sending across screenshots. It’s just another way we make sure tickets don’t fall into the wrong hands.
The whole process takes seconds, here’s a step-by-step breakdown.
Can I just get a refund?
Buying a ticket to a live event is similar to booking a flight, in the sense that it’s very rare you can get a refund just because you change your mind, or your circumstances change.
At dice, you’re always entitled to a refund if an event you have tickets for is cancelled or rescheduled; if the event organiser gives us explicit instructions to refund you; or if another fan buys your ticket through the waiting list. In each of these scenarios, we’ll refund the full cost to your original payment method, and the money should hit your account in five to 10 working days.
But if you decide you don’t want to go to an event anymore, or something gets in the way of you attending, we’re afraid we won’t be able to offer you a refund
