You will find answers to the most Frequently Asked Questions in this section. If you cannot find an answer here, please contact Customer Service.

Where can I find information of Back To The Island 2018?

Click here -

Are there triples available for BTTI 2018?

No triple occupancy rooms are available at this resort.

Is airfare included?

No, you are responsible for your own airfare.

How do we book a double room with a roommate?

You both need an account with Island Gigs and you will each be responsible for paying your portion of the room. When you book, the first person will be asked for your roommate's name then the roommate will be able to go in and pay his/her portion.

What does it mean when it says the resort is all-inclusive?

Meliá Braco Village is an ALL INCLUSIVE resort meaning that all meals (in any of the resort's many restaurants) and beverages (including all liquor, beer, wine, frozen drinks, etc), as well as premium activities, are all included in the cost of your package. .

Is there WiFi at the resort?

Yes, there is complimentary WIFI resort-wide.

Is there transportation from the airport?

Yes, there is transport to and from Montego Bay Sangster International Airport

Is there a secure place to keep valuables at the resort?

All guest rooms have an in-room electronic safe deposit box. We advise guests to place travel documents and any other valuables in this secure place.

What is the smoking policy at Meliá Braco Village?

In accordance with Jamaican law, smoking is not allowed in the rooms including balconies, restaurants, bars or public places. If you wish to smoke, Meliá Braco Village has assigned designated smoking areas throughout the resort.

If I am a vegetarian or have special dietary needs, will I have adequate options?

All of our restaurants offer spa cuisine vegetarian options and our chefs are happy to assist with options designed for your special needs.

What are the entry requirements for Jamaica?

To enter Jamaica a valid passport is required. Citizens of the U.S, the UK, Canada and other major European countries are not required to have a visa to visit Jamaica, but must present a valid passport when leaving and or re-entering their country.  All visitors are required to travel with a return ticket or onward ticket for entry into Jamaica.  Other nationalities please contact your local Jamaican embassy, Consulate or Jamaica Tourism office or visit to verify correct documentation needed.

Does every person going have to be a Fan Club member?

Back To The Island is open to Fan Club members only. Each individual attending must have a Fan Club Membership. Fan Club membership must be current, and remain so through Jan 10, 2018 for all attendees. Should you make a booking and not have a current membership by December 10th, we reserve the right to charge you for the current annual membership fee, in addition to the cost of your Back To The Island package on the credit card used for booking.

What is a Membership?

A Membership is a membership to HANSON’s Fan Club on  The membership includes exclusive access to blogs from HANSON, Pre-sales to concerts, an annual Members EP with new songs each year available only to members, Meet and Greet access, Store discounts, Access to over 40 Fan Club songs, Fan Club Forums where you get to meet other HANSON Fans and become part of the community and much more. Purchase a 1 year membership in the Store

I forgot my Password, how do I reset it?

You can reset your password by clicking on the Forgot My Password? link next to the login section anywhere in the site.  The link to reset your password will be sent to the email address on file for your account. To help ensure the delivery of the email please add email addresses from to your approved list.

When creating a new password, your password must meet our new security guidelines. In most cases, this will mean your password will be 12 - 16 characters in length using both uppercase and lowercase letter and several numbers. Use only English characters - no accents of any kind. It may take several tries before you create an acceptable password.

I just purchased my membership but I am not able to access member exclusive areas of the site, what should I do?

You will need to log out of your account, clear you web browser cache and then go back to and log back in.  If you are still having the issue please contact Customer Service.

I forgot my password and the email associated with my account has been closed. What can I do?

Unfortunately, there is nothing that can be done. Passwords are sent only to the email on file with an account for security reasons. It is your responsibility to keep your email up to date. If you have any further questions, please contact Customer Service.

I can't remember my username and the email associated with my account has been closed. What can I do?

Unfortunately, there is nothing that can be done. We cannot give out a username for security reasons. It is your responsibility to keep your email up to date.

My membership still has a month left, but I want to go ahead and renew now. Can I do that?

Yes, you may renew at any time and extend your expiration date by 1 year(365 days).

Can I change my account username?

No. Account names cannot be changed or deleted.

Where are the tour dates?

Tour dates can be found under Calendar.

I heard HANSON is playing in my city for the tour, but it's not listed. Why not? Does that mean they aren't coming?

Many times other websites will post ticketing information & concert dates before they are confirmed. It will not be posted on until it is 100% confirmed.

A local venue announced HANSON is playing soon and put tickets on sale, but still hasn't announced it. Is it safe to go ahead and buy tickets?

We STRONGLY recommend that you never purchased tickets until a show is confirmed on

What is a presale?

A presale is when a certain amount of tickets are released for Fan Club members. They can be purchased either through, or other ticket vendor's (i.e.: Ticketmaster) using an exclusive password. The presale is an apportunity for Fan Club members to purchase tickets before the general public, but there is no guarantee you will get a ticket as we cannot predict demand for a particular venue.

How do I get presale tickets?

You must be a Fan Club member to participate in presales. When presale starts, go to the Calendar section. All information needed regarding the presale will be posted at the time the sale begins. You should also check the Tour Talk forum where questions are answered concerning presales.

Why doesn't my city have a presale?

HANSON & will try to have a presale for every show possible. However, sometimes due to circumstances beyond their control, a presale isn't available.

Is there a limit to how many tickets I can buy?

There is a specified ticket limit per show, usually either 2 or 4 tickets per show, but varies according to vendor and venue.

Why are the fees on tickets so much?

We do not control any of the ticket vendors and they have the right to add whatever fees they deem reasonable. We realize this makes the overall price higher, but we have no control over those fees.

Why did I get row H in the presale when my friend got row B in the general sale?

Each venue chooses what seats they will release to the band for presale. While some venues give fan club members the best seats, other venues reserve the first few rows for radio or general sale. Unfortunately, we have no control over this. The presale simply gives you the opportunity to get in the door, not necessarily the best seat in the house.

I want to sell the tickets I got at presale because I can no longer attend a show. Is it ok to make a post on HNet to try to sell them?

You may ask other Fan Club members to buy your presale tickets only after the general sale begins and then only for the face value of the ticket. All threads to sell tickets should be placed in the Tour Talk forum.

Are we allowed to have cameras at a concert?

The only person allowed to have a pro camera is the " Reporter" or local photographers who have been granted special passes. We do allow personal cameras. This is subject to venue policy, so in some cases cameras may not be allowed.

Can I videotape the show?

ABSOLUTELY NOT - We do not allow videotaping of shows, except for or 3CG staff.

What is the Reporter?

The Reporter is a member of chosen to report every aspect of the show for The reporter gets to interview HANSON (3 - 7 questions) before the show. The interview is recorded for Fan Club members to hear at a later date.

How are Reporters chosen? will choose a random member (usually one who has never met HANSON) attending the concert to receive this honor. There are hundreds of qualified people on and they will have a hard time choosing who gets the job.

If I can't get reporter, I want a Meet & Greet, how do I get one?

Meet & Greets are chosen randomly, given to a fan that has never been able to meet the band. Go to the Calendar page, find a show you are attending and request a Meet & Greet. This will add your name to the list of those attending. The winners are chosen from this list.


I'm not very popular on the website, and don't post a lot, can I still get one?

Yes. The Meet & Greets are random and not based on popularity.

How will I know if I get one?

You will be notified by email 7 - 30 days before the show.

If I get a Meet & Greet email, is there anything I have to do other than show up?

Yes. If you receive a Meet & Greet email, you will be given very specific instructions that MUST be followed or your Meet & Greet will be forfeited.

How will I know if I get a Meet & Greet? and can I give another email to someone so I can get it sent to me at another addy?

Your Meet & Greet invitation will be sent to the email on file with your account. We suggest you clean out your mailbox and check it often during the tour. We are not responsible for lost or misdirected emails.

I got a Meet & Greet for one city and my friend got one for another city. We want to go together. So who do we contact to get that changed to the way we want it?

We are not able to make a change to the city a meet and greet is assigned to once it has been confirmed. You can't choose what city your Meet & Greet is for.

Can I trade my Meet & Greet with someone from a Meet & Greet in another city?


Can I give my Meet & Greet to someone else that I think wants it more?

No. Meet & Greets are non-transferable.

If I don't get one before the show, can I get one AT the show?

You can get a Meet & Greet at the show on rare occasions. There will be time when there is an extra spot or two and someone will come out and choose a few more people. Take your membership card with you just in case.

How many Meet & Greets are given at each show?

On the average, 5 - 10 per show including the reporter. However, remember there are other promotions that have Meet & Greets winners and the band's schedule is tight during tour so that may impact the number given to members.

Note: Pleae do not email the band members, staff or 3CG Staff concerning Meet & Greets.

What do we have to present at the will call window to get our tickets? The credit card and an ID?

Each venue is different, but most will require a photo ID such as a driver's license and the credit card with which the tickets were purchased. Check with the venue if you aren’t sure what is required to pick up your tickets.

Do I need an ID to get into a show?

We recommend that all fans attending shows carry an ID. In some states, the law requires you to show an ID to enter certain types of venues. Others require ID if the show is in any way age restricted. It's also a matter of safety should anything happen to you while at a show, the staff will need a way to ID you. Quite simply - always carry an ID.

The venue I'm going to doesn't take state IDs for identification - only driver's licenses. I do not drive and therefore don't have a license, what do I do?

In this case, call the venue and ask to speak to a manager. Explain that you do not drive and ask what form of ID would be acceptable. Some venues require a driver's license or passport for identification while others will take alternate forms of ID. Each venue can set their own policies and we have no control over their policies.

I want an item that was previously available in the store, but it isn't in the store now. What do I do?

If an item has been removed from the store, it will not usually be restocked or have additional stock available.  You can email Customer Service to request the item be restocked and if that is an option the Customer Service team will work to restock the item.  There is no guarantee that an item can be restocked.

How do I download the EP I pre-ordered?

Your download is now located in My Account

How to Download Your EP
1) Log into your Account
2) Select My Account in the header of the page
3) Select Orders in the head of the page
4) Select the order containing your EP from the list of orders
5) Select the red Download button under your EP item in your order page
6) Your EP will download as a zip file containing the songs from the EP.

If you have not yet purchased your EP you will need to purchase the EP in the store and the ep will be available for download at check out.

Please remember that you must download to the device you placed your order from.

The item I want says out of stock. Who do I contact so I'll know when more come in?

If an item is out of stock, we will try to get more as soon as possible. There is no need to contact customer service. At this time, we cannot contact you when it is available. You will need to keep checking the store for updated stock.

I've got a problem with the order I received from the store. What do I do?

Please use the appropriate form in the customer service section to notify us of any problems. Be sure to include all requested info so we may assist you better.

I got a shirt on tour and it's too small. How do I exchange it with the store?

We cannot accept returns or exchanges for anything purchased on the tour. 

What is the return and exchange policy?

With the exception of Fan Club Memberships, we offer a same item exchange or full refund within 30 days of initial purchase.  Shipping and handling charges are non-refundable except in the case of a manufacturer's defect.  For wearable’s, the item MUST be unwashed, unworn, and in brand new condition.  This is left to the discretion of staff.  For media purchases, the item must be returned in its original packaging (except for manufacturer's defect).  Refund will not be given for items that include a digital download with purchase. is not responsible for items purchased at concerts, or items lost/stolen at venues.  Fan Club Memberships are non-refundable.

In addition, if has evidence from the shipping provider that an order was delivered, is not responsible for claims that the package was not delivered. does not take out insurance with USPS on packages that are shipped.

If you have any credit card errors, such as multiple charges, please contact using our Customer Service forms directly so that we can correct the error.

I've got a problem with the order I received from the store. What do I do?

Please use the appropriate form in the customer service section to notify us of any problems. Be sure to include all requested information so we may assist you better. Exchange

Contact Customer Service to receive confirmation that your item is eligible for exchange and that the item(s) you would like in exchange is available.  Please Do Not mail an exchange to until you have received confirmation that your exchange is approved from Customer Service. Return

A returned item must be received by within 30 days of initial purchase. Contact Customer Service to receive approval before sending in your exchange. You will receive shipping information when your return is approved. In your return include your order number, reason for return/exchange, size request (if applicable), and email address in the package.  Also, write the word return or exchange on the lower left hand side of the outer packaging.

Please visit our Customer Service area for additional inquiries or concerns.

I do not live in the United States. I live in another country. Why does it take so long for my order to get to me?

Customs policies vary from one country to the next as do postal systems. Once the item has left our shipping center, we cannot control how long it will take for you to receive your international order. In addition, we cannot control whether or not the customs service in your country assesses an additional fee.

Why is the cost of international shipments more when I add a membership kit to my order?

Membership kits are shipped separately from other items within your order.  When a membership kit is added to an order the additional shipping cost for the membership kit being shipped separately will be added to your order.

I always worry a little when I shop online. Is there a privacy policy for the store?

At we are 100% committed to protecting your security and privacy.

We know that when you shop online, you want to know that your name, address, credit card details and any other information you give us is kept safe and secure, and we promise to do that.

Our complete commitment to customer service means we'll make sure you, and only you, can access your account or view your financial details.

And because we know how annoying junk mail is, we promise not to pass on your e-mail address, home address or any other details to any party.

If I think my order is lost, how long should I wait before asking to trace/replace my order?

For US orders, you will need to wait 30 days after your package is marked as shipped. For International orders, you will need to wait 60 days after your package is marked as shipped. Please remember to respond to any notifications received by your postal service/customs regarding your order. If they do not receive a response, your order may be returned to and you will be charged to reship the order.

Please note: If has evidence from the shipping provider that an order was delivered, is not responsible for claims that the package was not delivered. Additionally, if you contact us about a lost order, no action will be taken until the appropriate time period has passed.

How long does order processing take?

Order processing may take up to 10 business days.
 You will receive a shipment confirmation email at the email on your order when your order is shipped.

I looked this morning and you had the latest tour shirt. 3 hours later, the page disappeared. Why?

Sometimes, we have very limited quantities of certain items. Once they sell out, the item is removed from the store. If an item is marked "limited," it's best to order it as soon as you see it.

My kid spilled grape juice on my white tour shirt and even though I washed it, it won't come out completely. How do I get a replacement shirt?

Please refer to the store return policy. We cannot be responsible for accidents that happen with your merchandise. You will need to purchase a new shirt.

I didn't read the washing instructions and washed my shirt the wrong way. Now it shrank! How do I get a replacement?

Please refer to the store return policy. You will need to purchase a new shirt.

My confirmation number says the Post Office was notified of my order but doesn't indicate receipt. What do I do?

You don't need to do anything. If you have a tracking number, your package has been mailed. It is not unusual for the Postal Service to miss scanning some packages when shipping items out of their facility.

I haven't gotten a confirmation email or a reply from Customer Service. Why?

There could be many reasons, but the most common are the following:

  • Not including an email on your form
  • Misspelling your email on the form
  • Not adding to your white (approved) list

Note: If you use hotmail, yahoo, comcast, AOL or gmail, those services often reject or block email even when added to your white (approved) list. Be sure to check your spam folders for replies. Mail from will be the most common email you will receive regarding your order and we suggest you place it in your address book or on your approved list.

Why is shipping/handling added to my membership order?

The cost of the membership kit has stayed the same for 10 years while shipping/handling costs have increased 8 times in that period. Due to the additional costs and added features on the new, the shipping and handling is now separate.

What is a pre-order item?

A pre-order item is a product that will most likely be offered in limited quantities. To guarantee you will receive the item, you will need to pre-order by a given date as extra stock may not be available.

What is a limited edition item?

A limited edition item is a product that will be available in the store for a very limited period of time.

Fan Club Members receive points with their purchases.  Points are redeemable on your next purchase. Points cannot be used to purchase memberships or media items (CD, DVD & MP3) and are not received from the purchase of a membership or media item. Points have no cash value and will not be redeemable for cash from HANSON, or any of its subsidiaries. All points will be lost if a membership is allowed to lapse/expire. Points are given as 10 points for every dollar spent on applicable items with some items having more or less points value on an item by item basis.  Points that will be received with the purchase of an item are shown in your cart before purchase for each item in your cart.  Items that will not give points at purchase are listed as n/a under the points field in your cart.

Will my points expire?

Points do not expire unless your membership expires or lapses. Remember to keep your membership up to date or you will lose all points previously earned.

What can I use my points for?

You can use your points on any item in the store excluding the membership, CD, DVDs and MP3s and in some rare cases there may be a special item that is not eligible. You will be able to see how your points will be used for your order in the shopping cart before placing your order.

Can I use my points when I am not logged in?

No, you will need to be logged into your account to use your points.

Do I have to use all of my points at once?

If you select the apply points button at checkout all points will be used up to the amount needed to pay for the order. If you have points over the amount needed they will stay in your account for future use.

I placed an order and used my points but now I want to cancel that order, will the points be added back into my account?

Yes, you will be refunded in the manner that you paid for your order. For any amount of the order you paid on a credit card you will be refunded to your card, for any amount in points you will be given back the points to your account.

Can I transfer my points to another member?

No, points are only valid with the username that earned the points. Points are not transferable.

Can I earn points when I'm not logged in?

No. To earn points, you must be logged in to your account. If you place an order and you are not logged in, points will NOT be awarded.

Do I get points for my first order when I become a member and order additional products?

No. When you place an order for a new membership, you are not yet a member so no points are earned on the products in the first order.

Do I get points for Hanson Day purchases?

No, Hanson Day purchases are not eligible for points.

Members can receive pins from actions taken on and through at special events and shows.

Pins are not transferable or exchangeable. Pins are only available to members.

I just joined and wanted to get a few pins but have not quite figured out how to do it, what’s a good way to start?

Pins are achievable throughout the entire site, a good starter pin to get is to fill out your profile information and to make a few friends. Both of these are good ways to get you acquainted with how the pins work. See more Pins and how to achieve them in your account Pins section within your account.

My friend has a cool pin and I want one too, how do I get it?

Click on your friends pin and it will link you to what the pin is and how to achieve it.

Could customer service just give me the pin I want?

Customer service is not able to award Pins. Pins must be received through the required achievement.

I have more Pins than will fit in my display case, can I select which Pins are shown?

Yes, go to your account and select Pins from the header menu. Under Pins you can drag and drop to arrange which of your Pins are shown.

If my membership lapses for any reason, will I lose my pins?

Yes. If your membership lapses, you will lose your pins and have to start over.

Can I use html in the forums?

You will need to use the tool box provided for you. It will create all available features for you.

How do I make a signature?

Signatures are not available on our forums.

What's a PM?

PM = Private Message

Where are the forum rules?

The rules are located here.

How do I know it's really HANSON posting in the forums?

Directly under their names, there is a badge that denotes "HANSON" that only the three band members will have.

How do I know it’s really a staff member posting in the forums?

Directly under their names, there is a badge that denotes "staff" that only members of the staff will have.

How do I make a link in the forums?

You'll need to use the toolbox provided. For more details, please refer to the forum coding FAQ.

Are private messages just for Fan Club members?

Yes, private messages are a member benefit.

Is adding friends for everyone or just for Fan Club members?

Yes, adding friends is a member benefit.

What if I put a thread in the wrong forum?

Threads posted in the wrong forum will be deleted.


Links are now created within the posts. In order to make a link, you have to first write out the text for what you want the link to say. Then, highlight the entire thing. Next, click on the chain link. A box will pop up asking you to input the URL information. Now, place the URL in where it asks. Click ‘insert’ and your title should now be linked.


Bolding is made within the posts. Highlight the text you would like to be bold then click on the B button located at the top of the reply box. The text should now be bolded.


Italicizing is also made within the posts. Highlight the text you would like to be bold, then click on the I button located at the top of the reply box. The text should now be italicized.


Underlining is made within the posts. Highlight the text you would like to be bold, then click on the U button located at the top of the reply box. The text should now be underlined. is a site created for the band HANSON and their fan community.


You can email using the Customer Service section here.

Ship to’s Shipping address is:
209 N Main St.
Tulsa, OK 74103
United States of America

Please do not mail any store items to without first following the instructions in the Return Policy


We recommend all customers use the Customer Service forms for the best customer service options and the fastest response time. You can request that our customer service agents call you through the customer service form but the fastest response time will ALWAYS be through email support.

Contact Technical Support

To contact Technical Support, please use the Technical Support form.

Is the address for Take The Walk the same as


Hope From The Heartland
209 N Main St.
Tulsa, OK 74103
United States of America

How do I join the Street Team?

Click HERE and you'll see the form to join.

I want to send HANSON a letter/gift. Where can I send it?

c/o 3CG Records
209 N. Main St
Tulsa, OK 74103

Please note that Hanson's ONLY social media pages are the ones listed below. Any others claiming to be the band or a member of the band are NOT real.

Is HANSON on Facebook?


Is HANSON on Twitter?


Is HANSON on Pinterest?


Is HANSON on Google+?


Is HANSON on MySpace?


Does HANSON have a mobile app?


Does HANSON have YouTube?


Does HANSON have Instagram?


Does HANSON have Vine?