Frequently Asked Questions

Question not answered here? Email us at contactus@smash.org.au or use this online form.

At the convention, our Information Desks can help you with:

Lost and Found
General enquiries
If you don’t feel safe inside the convention.

General Enquiries

What is SMASH!?

SMASH! stands for the Sydney Manga and Anime Show and is a Japanese pop culture convention that is devoted to artists, creators and fans alike. Our primary focus is to allow fans to meet and interact with other like-minded people, show off their own creative talents, buy anime and manga related goods and celebrate their fandom in a social environment.

Where is SMASH! 2017?

SMASH! is still at Rosehill Gardens, home to one of the most famous racecourses in Australia.

Why did you change venues for SMASH! 2014 & 2015?

We sadly had to say goodbye to the Sydney Convention and Exhibition Centre which was our home from 2011-2013 because it’s been closed for redevelopment.

Prior to that SMASH! has also been held at Town Hall and the UNSW Roundhouse, but we moved due to SMASH!’s steady growth in popularity over the years.

When does SMASH! 2017 open and close?

SMASH! 2017 will be on Saturday 19 and Sunday 20 August. Opening and closing times will be announced at a later date.

What public transport is available to/from the show?

You can get to SMASH! 2017 by bus and train. You can see more information on our transport page.

Am I too young or too old to enter SMASH!?

You are never too young or too old to enter SMASH! However, persons aged 12 or under are required to attend with a parent or guardian. Children aged 7 or under may enter free with a paying adult.

My question hasn’t been answered here!

Drop us a line at contactus@smash.org.au and we’ll be happy to help.

Tickets

How can I buy tickets to SMASH!? What types of tickets do you have and how much are they?

In the lead-up to the convention, we will be selling advance tickets online or at one of our pop-up booths. Advance ticket prices are:

Saturday: $40
Sunday: $35
Weekend: $55

Saturday Night Bundle (Saturday and After Hours ticket): $60
Weekend bundle: (Saturday, Sunday and After Hours ticket): $75

Online sales will close shortly before the convention.

If you miss out on advance tickets, don’t worry! You will still be able to purchase tickets from the venue on the day! On-the-day ticket prices are:

Saturday: $45
Sunday: $40
Weekend: $60

When do online ticket sales open?

Online ticket sales will open on Wednesday April 26th at 00:00, Sydney time (+10:00). If you aren’t able to purchase your tickets online, don’t worry! We’ll be selling tickets at our pop-up booths in the lead up to the convention (TBA). Be sure to check out and like our Facebook page for details to avoid missing out!

When do online ticket sales close?

Online ticket sales are expected to close on Monday August 7 at 23:59, Sydney time (+10:00).

Can I bring a carer with me? Do you accept Companion Cards?

Not to worry – if you hold a current and valid Companion Card, your carer may accompany you on the day for free! On the day, show your ticket and Companion Card to our staff, we’ll give your carer a pass and you’ll be good to go!

What payment methods are accepted on the day?

We accept both cash and EFTPOS (includes debit, credit and PayPass).

Can I bring an assistance animal?

Yes, bringing a registered service animal is fine! You may be asked to produce a registration certificate for the animal on request.

Why are you more expensive compared to previous years?

While purchasing tickets, you may have noticed that we have had to unfortunately increase our prices this year. Although we have endeavoured to keep our prices the same since moving to Rosehill Gardens in 2014, costs have constantly been on the rise and additional expenditure related to maintaining our status as a NPO has regrettably led to this outcome. This minimal increase in price will allow us to cover these expenses, as well as enable us to continue delivering you awesome content and events that we can all be proud of. We deeply apologise for any inconveniences or grievances this may have caused and thank you for all your support and patronage!

What are the train travel conditions mentioned on my ticket? Do I need to tap on or off with my Opal card?

If you are using an Opal card and have your paper advance ticket, you do not need to tap on or off at your train station or at Rosehill. Simply flash your SMASH! paper ticket at the wide gates at attended stations for return travel on Sydney Trains and NSW TrainLink services.

Protip: If you’re buying tickets on the day, tap off at Rosehill station. You can board the T6 Carlingford Line train back home without tapping on - just flash your ticket at the wide gates when you arrive at your station. Your train trip home’s on us!

SMASH! ticketholders are entitled to return travel on Sydney Trains and NSW TrainLink Intercity non-booked services to and from the venue on the day(s) that their tickets are valid in the area bounded by Bomaderry (Nowra), Goulburn, Bathurst, Dungog and Scone. If you are travelling to and from Domestic or International Airport stations, you will need to pay an additional station access fee.

Your ticket does not include travel on buses, ferries or other private operators to and from the venue (eg Metrobuses).

Do you do any special discounts for bulk purchases of tickets?

Unfortunately we do not offer discounts on any of our tickets.

I have a convention ticket-related question that isn’t on here!

No worries! Drop us a line at tickets@smash.org.au and we’ll do our best to help you out.

Advanced Tickets

What payment methods do you accept online?

You can purchase tickets online using your credit or debit VISA or Mastercard.

Why do you need all my details?

If there’s a problem with your order and we can’t reach you by email, we’ll attempt to contact you by phone or post. If you do forget your ticket or it doesn’t work on the day, we can check your ID and sort things out for you!

I’m from overseas, do I use my home address?

Yes - please enter your home residential address, so if you lose your ticket we can verify your purchase.

I want to buy lots of tickets. Do I have to fill out the form lots of times?

You only need to fill out your details on one order and then you can add tickets with your friends’ names and pay once. We’ll send you an email with all your tickets attached.
Please check that you add the names of all the people you’re ordering tickets for. Unfortunately we are unable to offer group discounts on any of our tickets.

How will I get my tickets?

After we’ve processed your payment, you will receive an email containing all your tickets. Simply print out all pages and bring them with you to the convention.
Everybody now - download, print, bring!

If I buy tickets for other people, does everyone need to arrive at the convention at the same time as well?

Nope! Each person you order a ticket for will have their own personalised ticket. You could, for example, send your ticket PDF file to your friend, who can print their own ticket.

Can I scan my ticket barcode on my smartphone?

We strongly recommend you print out your ticket. The future may be here but some technology is still behind and barcodes are the worst offenders. Please print your ticket!

I lost my ticket email! Can you please send me another?

Certainly! Go to the {Lost Ticket Form} and fill in your email so we can send you another copy. Remember to check your spam/junk mail folder, just in case!

I’ve bought my tickets online but I haven’t received them.

Check your spam/junk mail folder, just in case the email with your tickets ended up there!
If you can’t find it, please fill in the Lost Ticket Form so we can resend your tickets.

If that doesn’t work, let us know by submitting a support request or emailing us at tickets@smash.org.au.

Can I upgrade my pre-purchased ticket?

You may choose to upgrade your SMASH! ticket before online sales close on Monday, August 7th. We cannot generate upgrades after this date so please be speedy.

The following upgrades are allowed:
Sunday ($30.00) to Saturday ($40.00)
Sunday ($30.00) to Weekend ($55.00)
Saturday ($40.00) to Weekend ($55.00)
Saturday ($40.00) to Saturday+After Hours($60.00)
Weekend ($55.00) to Two Day+After Hours($75.00)

Downgrades and exchanges are generally not allowed under our {Ticketing Policy}. (see below) Please consider your purchase carefully.

Refunds, Changes and Exchanges

One of my friends can’t make it. Can I give the ticket to another friend?/I can’t make it. Can I let someone else use my ticket?

Sure thing! If you ordered the ticket, check your inbox for your ticket order email and click the link. You’ll be taken to your order page so you can change the names on your tickets. You can change the names on your ticket at no extra cost. Note: This will no longer be available after ticketing closes.

What is your policy on refunds?

SMASH! does not generally offer refunds on ticket purchases. Read our ticketing policy below.

Refunds, including ticket downgrades to cheaper ticket types, are generally not permitted except in exceptional circumstances. Such requests must be made to tickets@smash.org.au no later than 23:59, Thursday August 17, 2017. Refunds will not be offered during the course of the convention.

Our policy is guided by the Live Performance Australia’s Ticketing Code of Practice. Read the consumer code here.

If I have already purchased a Two Day pass, is it possible to downgrade my purchase to a one day pass and vice versa?

Downgrades are generally not permitted except in exceptional circumstances, in line with our refund policy. Think carefully when you order or upgrade to a Two Day ticket - the process cannot be reversed.

If I decide during the convention that I want to attend more or less days, what can I do?

Refunds, exchanges or upgrades will not be offered during the course of the convention.

I have a convention ticket-related question that isn’t on here!

No worries! Drop us a line at tickets@smash.org.au and we’ll do our best to help you out. We will try our best to respond in a timely manner.

On The Day - SMASH!

When do gates open?

Gates to the venue will open on both days at 8am. However, doors will open at 9am.

When do gates close?

Gates will officially close at 6pm on Saturday and 5pm on Sunday.
Attendees will be asked to make their way out of the venue at this time, except those attending the Anniversary event on Saturday night.

Where are the entrances?

SMASH! has two entrances: Might & Power (http://bit.ly/1UMDMjx) and Railway (http://bit.ly/1pW8lWn). The Might & Power entrance is accessible via Rosehill Gardens “P1” carpark located on Grand Avenue while the Railway entrance is accessible via Rosehill station or the “P3” carpark.

How do I enter the convention?

You can enter the convention with your printed advance ticket or paper ticket provided to you when purchasing on the day.

To enter the convention, simply scan the barcode on your paper ticket at the turnstiles. Once you’re through, please take a lanyard that will allow you re-entry into the convention if you leave. Please keep both your paper ticket and lanyard on you at all times as proof of purchase!

What if I want to leave and then come back in?

No problem! As long as you keep your lanyard on you, you’re free to enter and re-enter the convention at any time your ticket is valid! Please keep your paper ticket with you as proof of purchase.

What if I lose my lanyard?

Don’t worry! Head over to the help desk at one of our entrances and our friendly crew will be able to help you from there.

Events

Will certain events be occurring?

At this point of time, SMASH! is still planning lots and lots of fun events for the big day! Keep your eyes on our Facebook and Website because we’ll be announcing events as soon as they’re ready!

Vendors

I want to join the Artist Circle, be an Exhibitor or have a Community Club table. Where do I apply?

Exhibitor applications, Artists’ Circle applications and Community Clubs applications are now open. Find more information at http://www.smash.org.au/vendors and click on the appropriate links to see the application forms.

Do the exhibitors at SMASH! sell fake figurines, toys, DVDs, CDs, etc?

The selling of bootleg and illegal merchandise at the Convention is prohibited. We conduct thorough bootleg inspections before the event to make sure that no exhibitors sells these items and our attendees can be sure to purchase authentic products.

Cosplay Enquiries

What is Cosplay?

Cosplay is the abbreviated form of “Costume Play’. It is the act of dressing up as your favourite character from an anime, manga or video game and showing the community your passion for the particular character or series.

Are there any Cosplay restrictions?

Public exposure of genitalia, buttocks or breasts (in the case of women) are not permitted. SMASH Inc reserves the right to deem a costume you are wearing unacceptable and request you make modifications as necessary. Please visit our Code of Conduct for more information.

Can I bring weapons as props?

Of course! However you are not allowed to bring weapons that are metal of any kind, firearms and explosives, just to name a few. Additionally, props that are over 1.2 metres (120 centimetres) in length may still be brought to the Convention and used during the Cosplay Competition, but cannot be carried during the normal course of the convention.

Further information on what you are allowed to bring and what SMASH Inc defines a weapon as being can be found in our Code of Conduct under ‘Weapons and Props Policy’.

SMASH! After Hours Party

What is the Night Event?

Saturday, August 19th after the convention wraps up for the day. The event will start at 7pm and run till 10pm, consisting of live music, performances, cosplay, gaming and more!

How can I get tickets for the Night Event and how much are they? Can anyone attend?

Everyone is welcome to come join the fun during SMASH! Afterhours

Advance tickets for the event are only available as part of a bundle:

Saturday and Afterhours Bundle: $60

Weekend and Afterhours Bundle: $75

Tickets may be available on the day depending on ticket availability.

Are companion cards allowed?

When do the gates open for the Night Event?

Gates will open from 5pm to purchase or collect your pass. If however you have a SMASH! 2017 Saturday pass you may enter the venue from 7:30am with other SMASH! 2017 attendees.

What do I do once I receive my Night Event ticket?

After the convention doors close at 6pm on Saturday 19th of August, simply present your SMASH! Afterhours Ticket to the Wristband exchange booth (located in front of the JR Fleming Entrance) to receive a wristband that will grant you entry to the event. Please keep your paper ticket on you and wear your wristband at all times as proof of purchase.

What happens if I lose my Lanyard?

Don’t worry! Head over to the lanyard exchange booth at the entrance and our friendly crew will be able to help you from there.

What are the age restrictions for the Night Event?

There are no age restrictions regarding entry to the SMASH! Afterhours event. However, ID is required for the purchase of alcoholic beverages.

Is there free train travel included with my Night Event ticket?

Unfortunately, SMASH! Afterhours tickets do not include free train travel to and from the venue on Sydney trains and NSW Trainlink Intercity non-booked services.

I have an Night Event related question that isn’t on here!