FAQ

FAQ

SMASH! On the Day

What is SMASH!?

SMASH! Sydney Manga and Anime Show is an annual Japanese popular culture convention held in Sydney, Australia. SMASH Inc, is a registered non-profit volunteer-run association this means we are truly run by fans for fans.

When is SMASH! 2019?

SMASH! 2019 will be on Saturday 13 July & Sunday 14 July 2019.

Where is SMASH! 2019?

SMASH! 2019 will be held at the ICC Sydney Exhibition Centre. It is located in the heart of Darling Harbour at 14 Darling Dr, Sydney NSW Australia 2000.

How do I get to SMASH! 2019?

There are various public and private transport options as well as car parking facilities at ICC Sydney and the surrounding area. For more information, please refer to our page: Getting to ICC Sydney.

When are your opening hours?

The opening hours for SMASH! 2019 will be as follows:

Saturday 13th July
  • Opening time for presales ticket holders: 9:00am
  • Opening time for those buying on-the-day: 9:30am
  • Closing time: 6pm
Sunday 14th July
  • Opening time for presales ticket holders: 9:00am
  • Opening time for those buying on-the-day: 9:30am
  • Closing time: 5pm

Attendees who have purchased their tickets prior to the convention (either online or at one of our pop-up booths) will be let into the venue half an hour earlier than those buying at the door!

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.

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

If you hold a current and valid Companion Card, your carer may accompany you on the day for free! On the day, please show both your ticket and Companion Card to our staff, and we’ll provide your carer with a free pass. If you are purchasing a ticket online or at one of our pre-convention pop-up booths,only purchase a ticket for yourself!

Can I bring an assistance animal?

Yes, bringing a registered service animal is fine! Please note that you may be asked to produce a registration certificate for your animal so please bring your certification with you.

Do you have pensioners, child or concession tickets?

At SMASH!, prices for all ticket types are the same for all attendees regardless of age. However, if you have a current and valid Companion Card and/or plan on bringing small children to the convention, please see our friendly staff on the day and we will try to sort something out for you!

Do tickets include free travel on public transport?

Unfortunately, your ticket does not include free travel on public transport to and from the venue.

ONLINE SALES

When do online ticket sales open?

Sunday, 31st March 2019 10AM (AEST)

When do online ticket sales close?

Sunday, 30th June 2019 11:59PM (AEST)

Are there any advantages to pre-purchasing a ticket?

Pre-purchase tickets holders not only get to benefit from a reduced ticket price, but they also gain access to the convention 30 minutes earlier than those purchasing tickets on the day.

What payment methods do you accept online?

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

If you wish to pay via cash, please keep an eye out on our social media for our pop-up booths for alternative payment options.

What ticket should I buy? Single day or the Weekend bundle?

We would highly recommend the Weekend ticket in case you miss out on some of our more popular events and activities, such as our guest signings, panels, and of course, Maid Cafe!

If you only wish to attend one day of the Convention, you are more than welcome to purchase a single Saturday or Sunday general admission ticket. Please bear in mind that your tickets will only allow entry to the Convention for the dates specified.

Please keep your Weekend ticket PDF handy as it will be required for entry on both days!

Why do you charge a ticket handling fee?

As SMASH! is a not-for-profit organisation which is organised by a great team of volunteers, by the fans for the fans, the handling fee allows us to provide online booking services so you can secure your ticket online before the convention. Without this fee the cost would be passed onto other areas of the convention and limit the large amount of completely free content that SMASH! has on offer.

Why do I need to provide my details to place an order?

Your details will allow us to issue your ticket and receipts correctly. If there's a problem with your order, it will also help us verify your identity. 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! Please ensure you use your full legal name and double check for spelling mistakes!

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?

We are introducing an account system this year. Once you create an account, you will be able to purchase multiple tickets in one order! Your order will also be saved under your account and can be reviewed at any time, so we highly recommend creating an account to save your purchases.

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.

If you choose to check out as a Guest, you will be required to create a new order for each ticket you wish to buy.

How will I get my tickets?

After we have processed your payment successfully, you will receive a confirmation email outlining your order number and total amount paid.

Your tickets will be sent to your email at a later date closer to SMASH! 2019. We will make an announcement on our social media accounts when this happens. Once you receive your tickets, simply print out all pages and bring them with you to the Convention. Please note that processing times on tickets can take some time so you may not receive your ticket immediately when we make the announcement.

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

Nope! Each person you order a ticket for will have their own personalised ticket. You could, for example, send your friends’ ticket PDF file to them who can print their own ticket and meet them inside the Convention if you are making separate ways to the venue.

Can I scan my ticket barcode on my mobile device?

To avoid any delays or issues, we strongly recommend you to print out your ticket. Otherwise, please kindly turn up your mobile device screen brightness to help us with the scanning.

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

Once tickets are sent out, you will also be able to download them from your SMASH! account page.

If you checked-out as guest, you will need to contact our team to get a new ticket issued to you.

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

After we have processed your payment successfully, you will receive a confirmation email outlining your order number and total amount paid.

Your tickets will be sent to your email at a later date closer to SMASH! 2019. We will make an announcement on our social media accounts when this happens. Once you receive your tickets, simply print out all pages and bring them with you to the Convention. Please note that processing times on tickets can take some time so you may not receive your ticket immediately when we make the announcement.

Can I upgrade my pre-purchased ticket?

We are currently working on improving our ticketing system to provide more features for 2019. Please bear with us and we will make an announcement on our social media when features become available.

Downgrades and exchanges are generally not allowed under our Ticketing Policy. Please consider your purchase carefully.

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?

We are currently working on improving our ticketing system to provide more features for 2019. Please bear with us and we will make an announcement on our social media when features become available.

Do you offer special discounts or deals for groups?

At SMASH!, prices for all ticket types are the same for all attendees whether they are purchasing tickets together or individually. However, please ensure the details and tickets for each member of your group are correct before purchasing in the event that there is a problem with your order!

What is your policy on refunds?

SMASH! does not generally offer refunds on ticket purchases. Please read our Ticketing Policy.

Guest Signings

Do I have to pay for signings?

Autographs are free!

However due to high demand and time constraints we cannot guarantee that all attendees will be able to receive an autograph from a particular guest. You must obtain a signing wristband(s) for each session. These are distributed on a first-come, first served basis from 9AM at the signing area.

The number of signings performed by the guest is up to the guest's discretion.

Announcements will be made on the day to alert you of any guest signings schedule updates. Please follow instructions of the SMASH! staff in charge of the guest signings area at all times!

How do I get my signing wristband?

On the day, there will be a designated guest signings area where you will need to visit to obtain your wristband. The wristbands are given out on a first come first serve basis so make sure you get there early! Each wristband can only be used for its specific signing time slot and cannot be transferred.

Photography & Videos

Can I take photos and videos at SMASH!?

Yes! You can take photos and videos at SMASH! just like every other year. This means that photography and videography on Levels 3, 4 & 5 and the Event Deck of the ICC Sydney Exhibition Centre are welcomed and encouraged.

Please note that photos and videos are NOT permitted in certain areas such as the Maid Cafe, VIP areas, and Workshop rooms, as well as STAFF ONLY and back of house areas.

As a courtesy, please remember to ask for cosplayers’ permission before you take a photo or video of them!

If you are taking photos and videos at Tumbalong Park or any area outside the ICC building you will need to get a free permit from the City of Sydney Council through the link below or you may be asked to move on by Council Rangers:

Filming & Photography permits

What defines professional grade photography?

For the purpose of the convention, equipment that is approximately 1.2 metres or longer in length (e.g. stands, tripods) are considered to be professional grade photography equipment and should be checked in at the Cosplay Check-In Booth when inside the convention for the safety of others. Please be rest assured that you will be able to retrieve your professional equipment at any time that you wish to take photos or videos within the hallways of Level 3, 4 & 5 and on the Event Deck. However, they will need to be checked in again when returning into the exhibition halls.

As a general rule of thumb, anything other than a quick selfie is considered to be professional grade photography.

Please note that inside SMASH! convention areas professional photography is allowed and encouraged. However, if you obstruct the flow of traffic by stopping and setting up a shot at any time, you will be asked to move along.

Is professional grade photography or videography allowed in areas outside of the convention?

Since SMASH! 2019 only encompasses levels 3, 4 & 5 and the Event Deck, levels 1 and 2 are strictly off-limits and you will be asked to leave by Security Officers within these areas.

If you are stopping and setting up a shot with a model or group of people outside of ICC Sydney, you will need a permit from the City of Sydney or you may be asked to move on by Council Rangers.

Please note that under no circumstances will a Security Officer or Council Ranger confiscate your camera or equipment.

For further questions, please kindly contact City of Sydney and/or Property NSW directly

Do I need public liability insurance to apply for a photography pass?

Public liability insurance is only to protect small businesses in the case that a member of the public is hurt or injured while the business is providing services which should not be necessary for most attendees. However, if you do intend to perform photography or videography outside of the convention, you may need to as part of the City of Sydney filming and photography permit application.

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.

Do I have to come in cosplay?

Cosplay is not mandatory. Whether you’re dressed casually or in cosplay, all we ask you enjoy yourself at SMASH!

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 page for more information.

Can I bring weapons as props?

Weapons are not acceptable within the Convention. Please see our Props Policy for details on what is and isn’t allowed.

Can I bring X into the convention?

Any prop that is greater than 1.2m in length or a piece of a cosplay or costume that exceeds a 50cm radius around the body (wings, body armour, etc.) will need to be taken off and checked-in at the Cosplay Check-In Booth for the safety of others.

Collapsible props will be measured at their full length and may be allowed into the venue on the condition that it is not opened indoors. Please note that this is largely dependent on the individual characteristics of the prop

Please see our Props Policy for details on what is and isn’t allowed.

This policy is only applicable within the premises of the Convention. If you chose to stay outside the venue buildings, the ‘1.2m prop length rule’ and the ’50cm body radius rule’ will not apply. Once you enter exhibition halls, the above mentioned rules will apply.

I have a prop that can shoot X projectile, eg a toy gun or a bow as part of my cosplay, can I bring it into the convention?

Items that shoot a projectile, for example toy guns, must have both an orange tip and have their projectiles removed upon entry. Depending on the toy or prop gun itself, it may need to be checked-in.

Will there be a cloak room or anywhere I can drop my luggage?

SMASH! Will not be providing a cloak room. The Prop Check-in Desk is for Cosplay Props ONLY. We will not be taking in suitcases, prams, bags or any other personal items on the day of the event.

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 this website because we’ll be announcing events as soon as they’re ready!

Are the events free?

Most of our events are covered by the cost of your ticket! Any event which has additional costs on top of your SMASH! ticket purchase will be advertised as such.

VENDOR Enquiries

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

Applications for vendors will opening and closing at different times in the lead up to the convention. Please check out Get Involved Page for more details on individual applications.

When will I be notified of whether or not I got accepted?

Artist market response emails will be sent out no later than early April, you will be getting an email whether or not you got accepted into the SMASH! 2019 artist market.

How many chairs/tables will I get?

Please check the Artist Market page for this information.

How many artist passes will I get?

Please check the Artist Market page for this information.

Will I need to provide my own high-vis during setup and packup?

Yes! SMASH! will not be providing high-vis vests for artists before or after the convention.

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 sell these items and our attendees can be sure to purchase authentic products.

VOLUNTEER Enquiries

How will I know I have been accepted into volunteering for SMASH!?

Registration for 2018 on-the-day volunteers (SMASH! Crew) have now closed.

If you have applied but have not heard back, please send an Volunteer Enquiry via our Contact page(link).

If you have just missed out this year, we encourage you to check back early next year for 2019 applications!

What is the minimum age to volunteer at SMASH!?

At the time of your application, you must be 16 years or older to volunteer. The exception to this is for Maid Cafe, where you have to be 18 years or older at the time of your application to volunteer. If you are under the age of 18, you will need parental consent to participate at SMASH!.

Is food and drink provided?

All volunteers are provided with lunch and water on Saturday and Sunday of the SMASH! convention. We will try our best to cater to any dietary requirements but please remember to tell us in your application.

Do we get breaks? I want my break at a specific time, is this possible?

YES! We all need breaks during the day and we will try our best to cater to time specific breaks. However, with a large volume of volunteers to consider, options may be restricted.

Do I have to volunteer both days? Can I volunteer with my friend?

You do not have to volunteer for both days and you are welcome to apply with your friend. We want you to enjoy the convention as much as you can, however please understand that there are many different tasks on the day and there is no guarantee that both you and your friend will be accepted together in the same section.

I live interstate. Can I still volunteer?

We accept volunteers based on their applications as long as you are currently living in Australia.

I can’t speak English too well. Can I still volunteer?

We welcome everyone! Your selection is based on how well you respond to the questions on the form, so please take your time filling it out.

Can I volunteer and cosplay at the same time?

Definitely! All volunteers have the option to cosplay so long as it does not interfere with your assigned role.

Do I get paid during the event?

SMASH! is a non-profit organisation run by fans for fans! No volunteers receive monetary compensation. We are all volunteers, even the President and the Chairperson!

Can I get a guest signing done on the day?

Every volunteer is allocated breaks and you are more than welcome to attend any scheduled events or signings during that time but there is no expectation that volunteers will be able to obtain a guest signing by volunteering at SMASH!.

Are there any requirements to become a SMASH! volunteer?

At the time of your application, you must be 16 years or older to volunteer. The exception to this is for Maid Cafe, where you have to be 18 years or older at the time of your application to volunteer. If you are under the age of 18, you will need parental consent to participate at SMASH!. You must also be currently living in Australia.

I've never had any work or volunteer experience. Can I still apply?

You can apply to being a SMASH! volunteer without any experience. We are looking for fun and responsible people to join our ranks.

Are there any benefits for becoming a SMASH! volunteer?

As a SMASH! volunteer, you will be entitled to free entry for both days, food and water, as well as being presented with a SMASH! Volunteer Certificate upon completion of your volunteer duties. We often invite volunteers to do more for the organisation and encourage them to apply to be permanent staff members so that they can contribute in more ways for next year’s convention!

So Training Day is compulsory – if I do not attend the compulsory training, what happens then?

We will provide you with all essential training. The training days are compulsory. If you can not attend the training days and do not provide us with an adequate reason, we will unfortunately have to discontinue your status as a SMASH! volunteer.

Can I choose which department I wish to volunteer in?

You can select your preferences to the department you wish to volunteer for. However, keep in mind that with so many volunteers, you may not be allocated to your first preference, in which case you’d be allocated to your second, or third. Your allocation is dependent on our volunteer requirements.

I want to clarify a personal problem. Who do I contact?

Feel free to contact via ourContact page. We are here to answer any and all questions you have about cats and of course volunteering.

What jobs am I expected to do on the day?

Volunteers will be assigned to a department during the convention. Volunteer duties vary from department to department. Please visit our Volunteer page for further information regarding each department.

I LOVE ANISONG Concert

How much do tickets cost?

If you wanted the best seats to view the concert and a special limited event, limited VIP passes will be available for $225*. The Anisong General and Weekend Bundle is also available for $105*. Otherwise, if you’re after the concert only, tickets are available for $55* (*does not include handling fee of 2%)

Where is the concert?

The concert will be held at the Darling Harbour Theatre, located in the same vicinity! Look for the signs and ushers if you’re already there.

How old do I have to be to attend?

The SMASH! hosted I LOVE ANISONG concert is open to all ages. However while persons under 16 are allowed to attend they will require the presence of a guardian with a valid ticket.

Will there be another next year?

In future years SMASH! hopes to continually deliver offerings with a greater emphasis on music in its range.

Can I bring food/water into the venue?

We kindly ask that all food and drinks be consumed prior to entering the ICC grounds.

Who will be performing? Will there be any more performers coming?

To check out the artists for the I LOVE ANISONG event and find out about them please head to https://smash.org.au/anisong/. Follow our Facebook page for the latest announcements too!

Can I suggest an artist?

SMASH! would love to receive feedback and suggestions from its fans. If you have any suggestions or requests on who you’d like to see at future events please submit a survey form, which we’ll be more than happy to read.

When does the concert start?

The concert is scheduled to start at approximately 19:00. The doors will open from 18:00.

What are the differences between the tickets?

The VIP Experience bundle includes entry to SMASH! convention on both Saturday & Sunday as well as extras such as intimate exclusive VIP Event with the guests, as well as the best seats to view the concert.

The Anisong General and Weekend Bundle will also include access to both days of the SMASH! event and designated seating, while Anisong General Seating will only allow you access to the concert itself with designated seating.

Note: VIP Addon bundle includes VIP perks, such as the VIP Event and front row seating at the concert, but does not include entry to SMASH! Convention.

Will there be anywhere to store my items?

Yes, the Cloak Room on the Ground Floor of Convention Centre building will be open during and after the Anisong concert.

Will they sign my stuff? Do I have to buy merch?

Your VIP package includes a free signed item from the artist of your signing session. Unfortunately, there will be no opportunities to have your personal items signed.

Can I throw things at the stage?

As a courtesy to our artists SMASH! asks concert patrons to refrain from behaviour that may impede the concert experience for others. As such SMASH! will not be allowing objects to be thrown onto the stage and reserves the right to eject persons from the premises if it poses a danger to artists or fellow patrons.

Where do I wait in line?

There will be a number of queuing points on the day for the I LOVE ANISONG concert. The first of these being at the wristband exchange which will have separate lines for each of the three ticket classes, so make sure you are queued in the correct line. The second queuing area will be located inside the exhibition hall itself and will be divided by ticket class. At both locations staff will be present to assist customers with the process.

Where are the toilets?

There will be toilets located on each floor of Darling Harbour Theatre and it’s surroundings. Look for the signage or ask staff for the closest one to you.

When can I get into the venue?

The venue doors are scheduled to open at 18.00. Patrons can start lining up from 15:00 and ticket sales will be available throughout the day. Ticket scanning starts from 16:00.

When can I leave the venue?

Concert attendees are allowed to leave the concert area at any time. Please have your ticket information with you to ensure a smoother re-entry.

Disabled access?

The ICC is fully equipped to cater for anyone requiring extra assistance. Feel free to reach out to any staff and they will be glad to help! Please note that Companions will still be required to purchase a ticket for the concert.

When do doors open?

The venue doors are scheduled to open at 18.00 beginning with VIP entries!

Can I dress in costume?

While SMASH! would normally ask to it’s patrons to dress in costume without much thought, we advise customers to consider that in a concert setting you will most likely become hot. That’s to say we welcome you coming in costume but be wary and stay hydrated!

If I stay back, can I meet the performers?

Whilst SMASH! encourages fans to show their support and dedication to the artists, we’ll be asking patrons to exit the premises after the event is finished. The VIP packages can offer you exclusive access to special events related to the artists before the concert only.

Can I buy tickets on the day?

Tickets, especially those with allocated seating, are strictly limited so be sure to buy your tickets earlier to avoid disappointment! Better seating locations will also be allocated on a first come first served basis.

I've lost my concert ticket on the day? What do I do?

If you’ve lost your ticket on the day of the event please approach concert staff who will verify your order electronically. Be sure to carry identification with you on the day so we can identify you to your ticket.

Will I be able to take any photographs or recordings?

SMASH! will not be allowing customers to take photographs or recordings as per the request of our artists. SMASH! staff will be policing this on the day so we ask patrons to respect the artists wishes.

Can I bring my prop along?

Any props displaying rude of profane material will be confiscated, as will any other props not conforming to SMASH!’s code of conduct. Please note that by purchasing I Love Anisong Tickets, you agree to the following terms and conditions – All oversized items will need to be cloaked on ground floor of convention centre building.

Can I wave lightsticks?

Yes, attendees will be allowed and are encouraged to wave lightsticks at the concert. If you have the VIP package we’ll even prepare one for you!

How will I get my ticket?

You will be emailed your PDF ticket with allocated seating and any additional information such as VIP events for VIP ticket holders in the few weeks leading to the event. Don’t worry! it’s coming. Please do note that seat allocations are automatic and will priorities those who buy their tickets first.

Where do I go for the VIP event?

Please refer to your ticket PDF emailed to you for the most accurate information, and way to redeem VIP event sessions.

Will there be an encore?

Unfortunately SMASH! is under strict provisions to have the event end on time. As such there will not be an encore performance.

Where can I buy tickets?

You can buy tickets at https://tickets.smash.org.au/.

Can I get a refund?

SMASH! does not generally offer ticket refunds except in exceptional circumstances. To initiate this process and see whether you qualify please contact us at https://smash.org.au/contact/.

What can I bring into the concert?

While water and personal items are allowed inside, we would like to ask for food to be consumed prior to entering. Large items must be stored in the Cloak Room on the Ground Floor. All rules which apply to the SMASH! convention also apply to the concert. To read more on the rules governing the convention please visit Anisong Terms & Conditions

Do I have to print out my ticket?

Our scanners will be able to scan your barcode displayed from your digital device. However, it wouldn’t hurt to have a paper copy with you on the day in case!

Can I join the VIP sessions if there is room?

We are expecting full capacity for VIP events so we will not be catering for those not part of the VIP Package. We highly suggest purchasing the VIP Package to avoid disappointment.

I'd like to change/upgrade my ticket. What do I do?

Customers may upgrade their ticket up until the close of presale tickets. We have prepared a step by step guide on how to upgrade your tickets.

After, SMASH! allows customers to change the name to be printed on the ticket but not their ticket type. To change your name please contact us.

When will the concert end?

The concert is scheduled to end at approximately 22:00.

Will there be first aid?

In the event that your injured during the concert approach the nearest staff member, who will be be able contact persons qualified in first-aid to help.

I am an exhibitor and was wondering if it is possible to get an Anisong VIP pass without the cost of the SMASH weekend ticket?

Of course! We have created a new VIP ticket category just for you! You must ensure that you are available for the VIP events held on Saturday afternoon, to attend them. We understand that you may have other schedules, but we are not able to change the VIP session schedules once they are finalised.

My question hasn’t been answered.

We’d be happy to help!

Get in touch via our Contact page and we’ll do our best to assist you.