2019-20 NHL Season Update: Frequently Asked Questions

(Information updated on June 16, 2020 at 12 p.m.)

Have the Sharks five remaining games for the 2019-20 season been canceled?

Yes, as of May 26, 2020 the National Hockey League announced a Return to Play Plan comprised of only 24 teams, with the intention of awarding a Stanley Cup Champion later this summer. Under that plan, the remainder of the Sharks 2019-20 regular season will not be played and remaining games are effectively canceled. Sharks Sports & Entertainment is offering ticket holders flexibility regarding the funds they have committed for the five canceled home games.

What are my options for the five canceled 2019-20 home games?

Sharks ticket holders may do the following with funds they have on balance from 2019-20 canceled home games:

• Apply the funds towards their 2020-21 Sharks365 membership.
• Apply funds towards a non-refundable deposit for a partial-season plan, group outing or single event suite rental for the 2020-21 season.
• Convert the funds to account credit to be used for 2020-21 season.
• Opt for a refund. All refunds will be applied to the original form of payment.

What is my deadline to decide on the funds?

The deadline to submit your refund request is Wednesday, July 15, 2020 at 5 p.m. If no request is submitted, the funds will be converted to account credit to use towards a future Sharks ticket plan or individual game tickets.

Why aren't I receiving a refund or credit for games I have resold via Ticket Exchange?

Any tickets resold via Ticket Exchange are ineligible for a refund because you have already collected payment from Ticket Exchange at the time of the resale transaction(s).

What if I added or returned tickets through the Sharks365 Ticket Trade Program to the impacted games?

Sharks365 members who returned tickets via the Ticket Trade Program and had a remaining balance as of March 12, 2020 will have access to these funds. Those accounts with eligible funds may:

Bonus credits allocated to accounts by SSE will not be eligible for credit, deposit, and/or refund. The deadline to submit your refund request is Wednesday, July 15, 2020, at 5 p.m. If no request is submitted, the funds will be converted to account credit.

If I select a credit for 2020-21, how will my credit be applied?

Credit will be applied to your overall membership and is designed to reduce your monthly payments evenly.

If you had a 2019-20 Sharks Partial Plan, Group Tickets or Single-Game Suite Rental, you may roll your credit into a $50 non-refundable deposit towards the 2020-21 season. Any additional funds will remain on the account.

If I select a refund, when will I receive it?

Please allow for 15 business days from your request. It is suggested to allow 1-2 billing cycles for the amount to appear on your credit/debit card statement.

What if I paid with a check, ACH or cash?

All check, ACH or cash payments will be refunded in the form of a check made payable to the primary account holder. As with credit and/or debit card refunds, we anticipate the checks being issued within 15 business days of receiving the refund request.

What if I sold or purchased tickets through a resale site other than NHL TicketExchange. Will I receive a refund?

Any transactions conducted through a third-party website, e.g., StubHub, SeatGeek, Gametime, Vivid Seats, etc. will be managed according to their company's policies and handled directly through their customer service teams.

What if I purchased a ticket through Ticketmaster?

All fans who purchased tickets directly from Ticketmaster should request their refund through TicketMaster. For more information on their cancellation/refund policy, click here.

What if I forwarded tickets to someone else?

All ticket forwards will be cancelled once an account is credited or a refund is requested to ensure that the credit or refund issued to the primary account holder is for the total monies paid for all five games.

Why are payments for the 2020-21 season still being made?

The National Hockey League has indicated that the 2020-21 season is intended to be played in its entirety. In order to keep the continuity of Sharks365 members' desired payment plan structure, all payments for the 2020-21 season will be processed on the date agreed upon during the renewal process. Should anyone need flexibility in your payment structure, please reach out to your Account Executive to discuss options.

How can I help support part-time event staff?

Thank you for asking! For full details on how you can help provide a tax-free grant to help our part-time event staff in need, please click here.

Please note, donations made to the Sharks COVID-19 Relief Fund will be matched by Sharks ownership!

Will the Solar4America Ice at San Jose, Solar4America Ice at Fremont and/or Oakland Ice Center continue to operate?

Solar4America Ice at San Jose will reopen on a very limited basis on June 15. The Oakland Ice Center and Solar4America Ice at Fremont will reopen under the same restrictions beginning June 22. We are scheduled to reopen for more complete programming during Phase 3 of California's reopen plan. We appreciate our customers' patience and understanding as we move forward on a week by week basis.