Frequently Asked Questions
Top Questions
Disney FAQ
Before Purchasing
After Your Purchase
Car Rental
Shipping/Delivery
Disney Hotels
Disney Hotels - Refund/Cancel/Modify
Epic Pass FAQ
Disney Genie and Genie+ Service
Who is Undercover Tourist?
Please see the About Us section.
How do I contact Undercover Tourist?
Please see the Contact Us section.
What are your cancellation / refund policies?
Your confidence in purchasing takes priority, which is why we offer a 365-day Return Policy for most tickets (see each individual ticket details for full information) and use common sense and fair practices when dealing with your cancellations & refunds. If you believe you are eligible for a refund, please contact us for further shipping instructions. Once tickets have been received and verified by Undercover Tourist, we will issue a refund back to the initial form of payment according to the terms below within 15 business days.
• If you require a refund, a fee of 5% of the total order amount will be charged to cover the delivery, handling and the processing fees associated with accepting your credit card and fulfilling the order.
• Refer to the specific ticket return policies on the ticket page to see if they qualify for the 365-day Return Policy.
• Expired tickets, or any ticket not currently sold on this site, are non-refundable.
• Walt Disney World® Resort and Disneyland® Resort tickets are refundable 365 days from order date, unless otherwise noted. Tickets may not be expired, modified or activated by entering the park. Please see specific ticket details for full eligibility.
• Many tours and activities require advanced notice for a cancelation or reservation change. Please see individual descriptions for details.
• Some exclusions and restrictions may apply. Please see individual ticket descriptions for refund/return policies.
How do I make changes to my order?
Please refer to the details on the specific ticket page to see how your ticket may be changed or upgraded. For other changes to unused and valid tickets, please Contact Us.
We are picking up our tickets at the Orlando pick-up location later than the date we gave you, is this a problem?
No, once we ship your tickets to the Orlando pick-up location, they will be held there for up to 30 days before being returned to us.
Can I return part or all of my order for a refund?
Terms can vary from product to product. Please refer to the individual ticket description for specific refund policies, then Contact Us so we can give you instructions to make the process run smoothly.
My child qualifies for a child ticket now, but will be at Adult age when we travel. Which should I order? What if they age up after we start using the ticket?
The parks look at the age of the child when he or she FIRST uses the ticket i.e. when entering the park. As long as he or she is at child age when first entering the park, then the child ticket is the best choice. If he or she will be of adult age at the time of travel, purchase an adult ticket.
Are your Disney tickets the same as we would receive from the park?
Yes, all Disney tickets shipped from Undercover Tourist are the same RFID-enabled tickets you would receive if purchased at the park. Disney E-tickets must be exchanged at guest services at the theme parks for physical tickets OR attached to a MagicBand.
Are your Disney Tickets RFID tickets?
Yes, all Disney tickets from Undercover Tourist are RFID enabled. Both physical and E-tickets can also be linked to MagicBands. You can link your tickets via the My Disney Experience app and website.
What is your Privacy Policy?
Please see our Privacy Policy section of our website.
What are your Terms & Conditions?
Please see the Terms & Conditions section of our website.
How do I make changes to my order?
Please refer to the specific ticket detail page to see if your ticket is able to be changed or upgraded with Undercover Tourist. You may also make ticket upgrades at the will call/guest relations window at Disney's Animal Kingdom® Theme Park, Disney's Hollywood Studios®, EPCOT® or Magic Kingdom® Park. However, if you make any change to your ticket through Guest Services or through My Disney Experience, you will NOT be eligible for a refund or any further changes through Undercover Tourist.
For other changes to unused and valid tickets, please Contact Us.
How do I upgrade or change a ticket?
Please refer to the specific ticket detail page to see whether your ticket can be changed or upgraded. You may also make changes through Disney directly at the will call/guest relations window at the theme park.
For Walt Disney World® Resort tickets, you may make changes at Guest Services at one of the main 4 parks e.g. Disney's Animal Kingdom® Theme Park, EPCOT®, Disney's Hollywood Studios® or Magic Kingdom® Park. However, if you make any change to your ticket through Guest Services or through My Disney Experience, your ticket will NOT be eligible for any refund or further changes through Undercover Tourist.
For other changes to unused and valid tickets, please Contact Us.
What are your cancellation / refund policies?
Your confidence in purchasing takes priority, which is why we offer a 365-day Return Policy and use common sense and fair practices when dealing with your cancellations and refunds. If you believe you are eligible for a refund, please contact us for further shipping instructions. Once tickets have been received and verified by Undercover Tourist, we will issue a refund back to the initial form of payment according to the terms below within 15 business days.
• If you require a refund - a fee of 5% of the total order amount will be charged to cover the delivery, handling and the processing fees associated with accepting your credit card and fulfilling the order.
• Please refer to the specific ticket detail page to see if your ticket qualifies for the Return Policy.
• Expired tickets, or any ticket not currently sold on this site, are non-refundable.
• Walt Disney World® Resort and Disneyland® Resort tickets are refundable 365 days from date of purchase. Tickets may not be expired, modified or activated by entering the park. Please see specific ticket details for full eligibility.
I want to return part or all of my order for a refund?
Please Contact Us before doing so and we can give you instructions to make the process run smoothly.
Will my tickets expire?
Disney Theme Park Tickets now require a start date for admission and are valid beginning on that start date through a validity window. Please see ticket detail pages for more specific information. If you are unable to use your ticket before your validity window expires, the value of your unused ticket may be used as payment for a new ticket. However, if ticket prices rise, you will be required to pay the difference before entering the park.
Are your Disney tickets RFID tickets?
Are the Disney tickets the same as we would receive from the park?
Yes, the Disney tickets mailed from Undercover Tourist are exactly the same but they cost you less and you do not have to wait in line. They are REAL tickets NOT vouchers. We also offer free shipping and excellent customer service. The Disney tickets you receive may be linked to a My Disney Experience profile.
Additionally, we offer Disney E-Tickets, which must be exchanged at guest services at the theme parks for physical tickets or be attached to a MagicBand for straight to gate access. They can be linked to a My Disney Experience profile as soon as they are processed, which may take up to 72 hours.
What is the benefit of a Disney E-ticket?
It is an alternative to a physical ticket. It offers the same functionality as a physical ticket, but it must be exchanged at the will call/guest relations window at the Walt Disney World® Resort theme parks for a physical ticket (the guest whose name is on the ticket will need to show ID) or attached to a MagicBand.
I purchased a Disney E-Ticket. How do I go straight to the gate?
In order to go straight to the gate, you will need to link this E-Ticket in My Disney Experience or use a MagicBand.
You can purchase MagicBands online ahead of time, at the Downtown Disney® Area or in the parks.
If you have not linked your E-Ticket to a MagicBand before you enter the park, you must exchange it at will call for a RFID-enabled ticket. Please allow up to 24 hours from when you place your order to exchange your ticket. The person whose name is on the order will need to be present to pick up tickets and may need to provide ID.
Do I need to purchase a MagicBand?
No, physical tickets offer the same functionality as MagicBands. But you may find that MagicBands are more convenient for entering the parks and having photos taken by PhotoPass photographers since you don't have to fumble in a backpack or pocket for tickets. Additionally, guests wearing MagicBands will find that their on-ride photos and videos at select attractions are automagically uploaded to their My Disney Experience accounts.
How do I link my E-tickets in My Disney Experience?
On the My Disney Experience website: After your log in, select My Plans from the MDE dropdown menu. Select Link Tickets under Tickets and Passes and enter your reservation number listed on the E-ticket PDF found in your Undercover Tourist account or your E-Tickets are Ready email. A list of your E-tickets will be displayed, and you can then assign the ticket/tickets to yourself, someone in your friends & family list, or a new guest.
From the My Disney Experience app: From the app, select Tickets and Passes and follow the instructions listed under Link a Ticket or Pass. You can scan the bar code on your E-ticket PDF found in your Undercover Tourist account or your E-Tickets are Ready email.
How do I link a MagicBand?
Using the website: Link your MagicBand by selecting My Profile under My Disney Experience, then selecting MagicBands & Cards. Select Link a MagicBand or Card. Then enter the ID number on the back of the MagicBand.
Using the app: Select My Profile under the main menu, then MagicBands & Cards. Select Link a MagicBand or Card and then enter the ID number on the back of the MagicBand.
How do I link my Mailed RFID tickets in My Disney Experience?
On the My Disney Experience website: After your log in, select My Plans from the MDE dropdown menu. Select Link Tickets under Tickets and Passes and enter the 12 digit code printed on the bottom lefthand corner of the RFID ticket. (You will need to scratch off the last 4 digits of the code before entering.) A list of your linked tickets will then display, and you can then assign the ticket/tickets to yourself, someone in your friends & family list, or a new guest.
From the My Disney Experience app: You can scan the QR code on the lefthand side of the RFID ticket. From the app, select Tickets and Passes and follow the instructions listed under Link a Ticket or Pass.
I am making a Disney E-ticket purchase for several families or groups who would like to pick up physical tickets at different times. What should I do?
You would need to place separate orders for each person who would like to pick up tickets if he or she plans to exchange E-Tickets for physical tickets at will call/guest relations. The person of the name listed on the E-Ticket must be present and show ID to pick up the tickets. Alternatively, you could attach your tickets to MagicBands and head straight to the gate.
What if I accidentally attach a Disney ticket or E-ticket to the wrong person? Can I reassign the ticket to someone else?
For unused tickets, you have the option of reassigning tickets that are attached to your profile or a profile you manage (such as a child). For friends and family who have their own accounts, once you assign a ticket to them, they “own” the ticket and would have the option to reassign the ticket.
I have multiple tickets in My Disney Experience. How do I know which one gets used first?
The ticket order is determined by when it was entered, with the first-entered ticket being used first. The order you see the tickets listed in on My Disney Experience is the order in which the tickets will be used.
My child is only 9, but will be 10 when we go on vacation, can I order a child ticket? What happens if they turn 10 after they have started using the ticket?
The parks look at the age of the child when he or she FIRST uses the ticket i.e. when entering the park. As long as he or she is at child age when first entering the park, then the child ticket is the best choice. If he or she will be of adult age at the time of travel, purchase an adult ticket.
You offer extra days free, are these special tickets with restrictions? Also can we buy a base ticket but hop by using up two days on the same day?
If you order a ticket with extra days free, we actually send you a regular ticket (no restrictions). For example, if you bought a MYW (5 day) - plus extra 1 day free, we really send you a regular MYW (6 day).
Sorry, you cannot use the extra days to hop between parks on the same day. If you wish to hop between parks on the same day you need to buy a ticket with the hopper option included.
Can I visit more than one park on the same day?
If you purchase a Magic Your Way Park Hopper ticket you may visit more than one park per day. Remember to get your hand stamped on the way out of each park.
I have a hopper pass left from my last vacation, it has a few days left on, can I exchange it for a new pass?
You can use the pass as credit toward buying a new pass as long as the ticket has not expired. Unless it is within 14 days of your first use of the ticket, you would have needed to purchase a No Expiration ticket. Contact the park directly.
Is there a limit to the number of tickets I can order online?
Yes, 30 Adults and 30 Child ticket per order. Contact Us if you require more.
I see dates on the back of my Disney tickets; it looks like they have expired.
I'm only going for a couple of days, so it's not worth buying a park hopper pass. I've seen passes advertised for sale that have a couple of unused days on them, should I buy one of these?
Stay away from these tickets. All passes are non-transferrable (the parks will enforce this policy), also there is no way to know for sure that there are days left on the tickets.
We are arriving at the Orlando Pick Up location later than the date we gave you, is this a problem?
No, once we ship your physical tickets to the Orlando Pick up location, they will be held there for up to 30 days before being returned to us.
Is it safe to order online?
Yes, UndercoverTourist.com is a VeriSign Secure Site - Safe & Secure with 128-bit encryption. We are fully licensed & bonded with a 'Sellers of Travel Certificate' Registration #: ST34485. This bonding protects you up to $10,000. Our business has grown through customer referrals based on price, customer service, honest prices and advice (our customer representatives do not work on commission). We also maintain good standing with the Better Business Bureau and are rated as an A+ business.
When I book a tour will I receive a ticket?
You will receive an email stating that your request has been sent to the tour operator. Once the operator has confirmed your reservation, you will receive a second email with instructions on how to redeem your tour.
Why are the tickets such good value?
We buy tickets in large volumes from our partners and we share the savings with you.
How are the Exchange Rates calculated?
Prices are based on the exchange rate for that day. Tax is INCLUDED in all of our prices and we have no hidden fees. Any purchases you make will be converted from US $ to your currency on your credit card statement. In most cases your credit card company will add an additional fee (anywhere from .5 to 5% of the purchase).
We guarantee that you will pay no more than the prices we display.
What type of payments do you accept?
We accept the following Credit/Debit Cards:
• Visa
• American Express
• MasterCard
• Discover
I've seen tickets advertised cheaper on another site. Can you match this price?
Many sites post OLD prices and only REVEAL the current price in the shopping cart, or they tack on a large shipping fee. Tax is INCLUDED in all of our prices and we have no hidden fees.
We guarantee that you will pay no more than the prices we display.
How do the Taxes & Fees work?
There are no hidden fees in our prices. We calculate any taxes due to the state where the ticket will be used and add this into the prices shown. Your ticket price will not change once it is added to the cart for check out (example: Florida entertainment sales tax is collected by us, because the tickets are actually used in Florida. The state tax of 6% and county tax that varies based on where the theme park is located are all added into the prices displayed).
Tax is INCLUDED in all of our prices and we have no hidden fees.
Is there an advantage to buying my tickets ahead of time (prior to arrival)?
Yes. When it comes to purchasing theme park tickets, your money can go a lot further with a little advance planning before you leave home.
• Save money – many parks have price increases throughout the year. Buy tickets now at the lower rate.
• Skip the Lines – Our tickets will get you straight to the gate (when available). No need to go to will call unless otherwise noted on the product description.
• Safer - leave your cash at home, by planning ahead of time!
• Budget - know your costs upfront!
Are there any concessions for senior citizens or the disabled?
At this time, none of our partners offer special pricing for disabled guests. Some partners do offer senior ticket prices. Please see the individual product description for more information.
Which tickets/tours/attractions do you sell?
We offer a wide range of products in Orlando and Southern California. Please see our city pages to view a complete product list.
Will my tickets expire?
Expiration policies vary from ticket to ticket. Please see the expiration details for the specific ticket for more information.
Can I visit more than one park on the same day?
Walt Disney World® Resort and Universal Orlando® Resort do offer park hopping or park-to-park tickets. Look for these ticket types if you would like to visit more than one park on the same day:
Disney – Park Hopper Tickets
Universal Orlando - FlexTicket or Park-to-Park Tickets
(Remember to get your hand stamped on the way out of each park)
I have a hopper pass left from my last vacation that has a few days left on it. Can I exchange it for a new pass?
You can use the pass as credit towards buying a new pass as long as the ticket has not expired. Unless it is within 14 days of your first use of the ticket, you would have needed to purchase a No Expiration ticket. Contact the park directly.
I'm only going for a couple of days, so it's not worth buying my own ticket. I've seen passes advertised that have a couple of unused days on them, should I buy one of these?
Stay away from these tickets. All passes are non-transferrable (the parks will enforce this policy), also there is no way to know for sure that there are days left on the tickets.
Is there a limit to the number of tickets I can order online?
Yes, 30 Adults and 30 Child tickets per order. Contact Contact Us if you require more.
Can I order and pay for tickets on my credit card, but have them mailed to another person, name and/or address?
Yes. However, you may be contacted by Undercover Tourist ticketing to verify the information regarding your ticket order.
My child qualifies for a child ticket now, but will be at adult age when we travel. Can I order a child ticket?
The different tour and activity providers look at the age of the child on date of attendance/entry, so you will need to purchase an adult ticket.
Do I have to pay for my 2-year-old?
For the most part, children 2 and under can enter the parks free. You would pay for children who will be age 3 and over at the time they enter the park. Please refer to the product description for specific requirements for ages 0-2.
Are you timeshare dealers?
No. You buy the tickets, and we mail them to you. No catch, no spam - just tickets at low prices with FREE shipping.
What are your cancellation / refund policies?
Your confidence in purchasing takes priority, which is why we offer a 365-day Return Policy (please see individual ticket details for full information) and use common sense and fair practices when dealing with your cancellations & refunds. If you believe you are eligible for a refund, please contact us for further shipping instructions. Once tickets have been received and verified by Undercover Tourist, we will issue a refund back to the initial form of payment according to the terms below within 15 business days.
• If you require a refund, a fee of 5% of the total order amount will be charged to cover the delivery, handling and the processing fees associated with accepting your credit card and fulfilling the order.
• Refer to the specific ticket return policies on the ticket page to see if they qualify for the 365-day Return Policy.
• Expired tickets, or any ticket not currently sold on this site, are non-refundable.
• Walt Disney World® Resort and Disneyland® Resort tickets are refundable 365 days from date of purchase. Tickets may not be expired, modified or activated by entering the park. Please see specific ticket details for full eligibility.
• Many tours and activities require advanced notice for a cancelation or reservation change. Please see individual descriptions for details.
• Some exclusions and restrictions may apply. Please see individual ticket descriptions for refund/return policies.
I think my tickets are lost in the mail. What do I do?
Please Contact Us. When you purchase tickets from our website, we will do everything we can to ensure safe delivery of your tickets. We have several security procedures in place. In the highly unlikely event that your Disney tickets are misplaced/lost/stolen during shipment/transit, your tickets can be cancelled and new ones reissued at the parks.
We deliver on our promises. This is why we are the largest website selling official theme park tickets and are officially authorized by the theme parks to sell their tickets.
I ordered my tickets, but they haven't arrived in the quoted time. Who can I contact?
This should not happen. We don't promise what we can't deliver. Please Contact Us.
Why do other sites not offer the same refund policy?
Many sites do not have official contracts with the attractions, or they do not want the hassle of accepting refunds. We are "the trusted name in attraction tickets" because of our friendly customer policies and service.
The tickets I received are not what I ordered. Who can I contact?
Please Contact Us.
What do I do if I lose my tickets while on vacation?
We keep records of all ticket serial numbers and can cancel the tickets and re-issue you new ones. If you have partially used your tickets we will work with the theme park to re-issue you your remaining days.
I am unhappy with a tour I purchased. What do I do?
Force Majeure exceptions apply:
Any failure to perform, delay, liability or damage shall be excused and the tour operator shall not be held responsible for the consequences of Acts of God, labor disputes, civil commotions, fire, weather conditions, theft, unavoidable accidents, war, acts of state or agencies thereof, or any other circumstance beyond the control of the tour operator. The Tour Operator shall not be liable should it be required to change an itinerary or other service necessary for the safety and continuation of any tour or passenger or due to unforeseen circumstances beyond the control of the Tour Operator.
The Tour Operator reserves the right to modify or change any published rate where changes or modifications have been made and are required by any entities beyond the Tour Operator's ownership or control.
How can I track/check the status of my order?
If you created and account with us, you can log in anytime to check the status of your order or you can Contact Us and we will happily give you your shipping tracking number. U.S. customers will receive a notification via email when their order has shipped. Outside of the U.S., currently there is no way for you to track the package.
How can I upgrade or change the ticket?
Please refer to the specific ticket details to see if your ticket may be upgraded or changed through Undercover Tourist.
How do I reach customer service at Undercover Tourist?
Please visit the Contact Us page on our website.
What car rental companies are available through Undercover Tourist?
Undercover Tourist researched the market for you and found the best car rental companies that offer that right balance of quality and competitive rates for families.
United States & Canada Residents Only:
Alamo, Enterprise, National
No Residency Restrictions:
Avis, Budget
Can I purchase my car rental separate from my ticket purchase?
Are there any age restrictions on car rentals?
Yes. Renters and additional authorized drivers must be twenty-five (25) years of age or older to avoid an additional charge (collected at the counter). Minimum age to rent a vehicle is 21 (except New York & Michigan mandate exceptions with a minimum age of 18 yrs). Certain specialty and larger sized vehicles may not be rented to drivers under 25.
What identification will I need to pick up my rental car?
A fully valid driver's license from the customer's country of residence is required and must be presented at time of rental (Alamo, National & Enterprise 'packaged/discounted' rentals require a license from the United States or Canada). The driver's license must be valid for the entire rental period. If you do not have a United States or Canadian driver's license, please make sure to choose an Avis or Budget car rental. A fully valid driver's license from the country of residence will still be required.
What paperwork will I need to pick up my rental car?
No paperwork is needed. Bring a valid credit card matching the name of the primary driver and a valid drivers license for the primary driver and present it at time of pick up. At the time of rental, you will be provided with a Rental Agreement. You must ensure the rental agreement and Rental Agreement addendum are kept in the vehicle at all times during the rental.
How do I pay for my car?
What types of credit cards are accepted?
Credit Cards - Undercover Tourist accepts Visa, MasterCard, American Express, and Discover credit cards.
How can I change/modify my reservation?
Please Contact Undercover Tourist to modify your reservation. All modifications must be processed through Undercover Tourist prior to your scheduled pick up date and time in order to retain your exclusive package pricing. Any changes to your reservation after pickup (including car class upgrades made at the counter) will be processed at the retail rate and paid at the counter.
Can I extend the dates of my reservation?
Prior to the pick-up date and time, please Contact Undercover Tourist to modify your reservation and lock in your savings. Undercover Tourist will charge or refund any difference in rental costs, fees and taxes at the time of modification. Alternatively, you can request a reservation extension upon arrival at the pick-up counter. The reservationist will check the available inventory to determine if your extension can be accommodated. Any additional rental costs, fees and taxes accrued at the rental counter will be charged by the reservation agent at the time of pick-up.
What do I do if I have arrived in my destination and need to upgrade my reservation?
Please proceed to the reservation desk and the agent will assist you in making modifications to your reservation. If you upgrade your rental or extend your reservation the reservation desk will collect the additional money due in full.
What do I do if I have arrived in my destination and need to downgrade my reservation?
No refunds will be granted after the reservation day and pick-up time. You may modify your car and dates of the reservation at the pick-up counter, but the Rental Agency/Undercover Tourist cannot issue refunds for downgrades/adjustments. Your voucher is prepaid and is not subject to a refund on unused voucher days.
What if I need to cancel my reservation?
The only way to guarantee a refund of your purchase is to contact Undercover Tourist directly, prior to your pick-up date and time. Cancellations will only be valid if processed through Undercover Tourist. Please do not call the car rental agency to cancel your reservation. Undercover Tourist is not aware of any modifications to your reservation unless you contact us directly. Please Contact Us to cancel your reservation.
When do I need to cancel my reservation to ensure a full refund?
Cancellation requests received prior to the pick up date and time will be processed and refunded in full. Please Contact Us to cancel your reservation.
Can I add an additional driver to my reservation?
Unless included in the rate and unless applicable law requires otherwise, rental vehicles may not be driven by anyone except additional authorized drivers as defined in the Rental Agreement. Additional authorized drivers can be added at the rental counter and additional authorized driver(s) must present a valid drivers license and meet minimum age requirements. An additional fee per day per additional authorized driver may be charged, except where state law provides otherwise.
Can I add a car seat to my reservation at a later date?
Yes. Please Contact Us to modify your reservation. Please note: An additional fee per infant/child seat may be charged for infant/child seats rented. Infant/child seats can be requested through Undercover Tourist, but no money is collected at the time of modifying the reservation. Any additional fees will be collected at the reservation pick-up counter. Available for infants and toddlers at most U.S. locations.
Am I able to add GPS to my Undercover Tourist car reservation?
Yes, GPS can be requested when booking through Undercover Tourist, but no money is collected at the time of booking. All 'additional item' fees will be collected at the rental counter at time of pick up.
Is fuel included in my purchase?
The fuel level of the vehicle at time of rental will be full. You have the option to return the vehicle with a full tank of fuel or pre-pay for a full tank of fuel at the time of rental at the rate provided at the renting location. If you select the pre-paid fuel option, no refunds will be given for unused fuel. If the car is not returned with a full tank of fuel and you have not selected the pre-paid fuel option, you will be charged to return the fuel tank to full at a rate provided at the location to which the vehicle is returned.
What type of damage protection comes with my purchase?
No insurance comes with your initial purchase, however you can add on liability protection at the time of pick-up for an additional fee.
Can I purchase protection?
Yes. you can add on protection with the reservation desk when picking up your rental vehicle.
Are Taxes and Fees included at the time of booking?
Yes. All standard taxes and fees are collected at the time of booking. Any additional insurance, add-on items or fuel purchases will be collected by the rental facility either upon return of the vehicle or at time of pick up.
Is my mileage limited? Can I drive my car outside of the State it was rented in?
Rates include unlimited mileage/kilometrage. Vehicles rented in the United States can be driven in any state in the United States (including the District of Columbia). Vehicles must be returned to the location from which they were rented unless Provider has authorized at the time of the reservation that the vehicle can be returned to a different location. Vehicles rented in Alaska must be returned to Alaska. Vehicles may not be driven into Mexico. Vehicles rented in the United States can be driven into Canada, with the exception of 12 or 15 passenger vans, but must be returned to the United States unless Renter has pre-arranged with Provider to drop the vehicle off at one of Provider's approved locations in Canada whereby a transborder fee may apply. Canadian residents renting vehicles in the United States may not drive vehicles into Canada.
Can I rent in one city and return to another?
Yes. You will book your pick up in one city and your return in another. You will be responsible for returning the car to the location of the same brand as designated at the time of the online reservation. Intercity Fees may apply and are payable to Provider by Renter at the time of rental. All one-way rentals must be booked in advance or they will be subject to a "one-way fee" determined by the rental facility where you return the vehicle.
I completed my reservation, but did not add my rental car rewards number. Can I do this online or call customer service for help?
The Undercover Tourist customer service team cannot add this number to your reservation. Please present your number at the pick-up counter and the agent may add it at that time.
Can I add on a toll pass?
Toll passes can be added on at the reservation desk at the time of pick up.
What if I have special mobility requirements?
Renters requiring mobility devices must contact 1-866-836-4092 or mobilityadministration@ehi.com prior to booking their reservation with Undercover Tourist.
What do I do if I am charged a toll or fine while driving a rental vehicle?
All fines, costs and attorneys' fees for legal violations, parking, tolls, towing and storage related to the rental vehicle or incurred by you during the rental are your responsibility and will be charged to your credit card on file with the car rental company.
Rental policies and fees.
Rental Policies, fees and surcharges are subject to change by Provider without notice and may vary by location.
How long does it take to receive my tickets?
Physical Tickets:
Regular Free Shipping
United States - 10 business days*
Austria, Australia, Belgium, Canada, Denmark, Finland, Germany, Ireland (Republic of), Italy, New Zealand, Norway, Spain, Sweden, Switzerland, United Kingdom** - 12 business days*
Express Shipping
Canada, Ireland (Rep.), Netherlands, Puerto Rico, United Kingdom, United States** - 1 to 5 business days* (varies by destination)
All orders placed after 1pm (E.S.T) will be shipped the next Business Day*. Orders after 1pm (E.S.T) on Friday (all day Saturday & Sunday) will be shipped on Monday. Undercover Tourist strives to adhere to this schedule at all times. However, we reserve the right to adjust shipping times based on seasonal demand. Please see www.undercovertourist.com for current shipping times.
We are unable to express ship to P.O. Boxes or APO/FPO addresses.
*a business day is Monday to Friday unless there is a national or bank holiday.
**Unfortunately we are unable to ship to any other countries at this time.
Do you provide Free Shipping – First Class?
Yes, regular shipping is free and available to all customers. Please see delivery options for each product as delivery options do vary.
Do you provide Express Shipping – FedEx & Priority?
Yes, simply select it in the check out process of the shopping cart. Please see delivery options for each product as they do vary
I think I need express shipping, how much does it cost and how do I order it?
Express shipping cost varies depending on the Country you need shipped to. To find out simply select it in the check out process of the shopping cart. Please see delivery options for each product as they do vary
Can I pick up my tickets in Orlando?
Yes, we offer a free Orlando Pick-Up service. Please see delivery options for each product as they do vary.
Where is the Orlando pick-up location?
You may choose to pick-up your tickets in Orlando for FREE. Located near Universal Orlando® Resort.
The UPS Store
4630 S. Kirkman Rd.
Orlando, FL 32811
Opening Hours
Mon-Fri: 8:30am - 7pm
Saturday: 8:30am - 4pm
Sunday: Closed
Please note:
- Pre-Order Only - No walk-in purchases.
- Valid ID and Credit Card are required to collect tickets. The name on both must match.
- Government issued photo ID such as Driver's License/Passport is required.
- Credit/Debit Card used for the order is required.
Does Undercover Tourist only offer Walt Disney World® Resort hotels?
View all Walt Disney World® Resort hotels
Why should I book my hotel through Undercover Tourist?
How do I reserve an accessible room?
Can I split the cost for my hotel reservation into a deposit and remaining balance?
Does Undercover Tourist offer any Disney dining plans?
Can I add a Disney dining plan to the Disney hotel reservation I made through Undercover Tourist?
I made a Disney World resort hotel reservation, but I don't see it in My Disney Experience. What do I do?
Where can I find my hotel reservation confirmation number?
Does Undercover Tourist offer additional special discounts, like military, senior rate or AAA?
What is Online Check-In?
When you use the Online Check-In service, you provide us [Disney] with the information that is typically requested at the Front Desk during the standard check-in process. When you arrive at your Disney Resort hotel, you will visit a specially designated Front Desk location where you'll be given a Welcome Folder and your MagicBands—if you did not receive your MagicBands in the mail."
If you have not already done so and it is within 60 days of your arrival date, refer to the Online Check-In link in your Undercover Tourist email and begin the check-in process in advance of your arrival using Online Check-In.
Are there discounts or special offers for senior citizens on tickets or Disney Resort hotels?
I made a hotel reservation through Undercover Tourist, but when I look for it on disneyworld.com, it’s not listed. What should I do?
My party includes 5 or more people, and we would all like to stay in one room together. What room options are available at Disney Resort hotels?
Select Disney Resort hotels offer terrific accommodations for parties of 5 Guests or more who wish to stay in the same room—including multi-room suites with many of the comforts of home in our Deluxe Villas. If budget is a priority, the Family Suites at Disney's All-Star Music Resort and Disney's Art of Animation Resort are affordable options for parties of up to 6 Guests.
Where can I find my hotel or package reservation confirmation number?
Where can I find information on vacation packages?
Do any hotels at Walt Disney World Resort offer discounts or special privileges for members of the United States military?
I need to talk to someone about my Walt Disney World Resort hotel or package reservation. Who do I call?
Can I view a hotel reservation on Disney's website that I made through Undercover Tourist?
Do any of the Moderate Resort hotels offer queen-size beds?
• Disney's Coronado Springs Resort
• Disney's Port Orleans Resort – French Quarter
• Disney's Port Orleans Resort – Riverside
• Disney's Caribbean Beach Resort (excluding the Pirate-themed rooms).
Please note that all Moderate Resort hotels—except for The Cabins at Disney's Fort Wilderness Resort—offer select rooms with a single king-size bed.
Why do you ask for the age of my children when I am shopping for hotel rooms or theme park tickets?
How do I view my existing hotel reservation?
I have a question about my Walt Disney World Resort hotel or package reservation. Do I have to go through the automated questions every time I call or can I skip directly to a person?
I've made multiple room reservations. Will I have multiple confirmation numbers?
I made a Disney hotel reservation through Undercover Tourist. Can I still use Disney's online check-in system, prior to arrival?
How do I use Disney's online check-in system?
I don't see a way to add my special request. What should I do?
I have multiple special requests. Can I prioritize them?
How can I request a refrigerator?
How many special requests can I make?
Do you accept same-day reservations?
Can I cancel my Disney reservation?
How do I cancel my Disney World resort hotel reservation?
How do I modify my Disney World resort hotel reservation?
How do I update or modify a hotel or package reservation?
I recently booked a room-only reservation. Can I upgrade my reservation to a vacation package?
*Cancellations of room-only reservations within 5 days of arrival may incur a cancellation fee.
Will I lose my dining reservations if I cancel my hotel stay?
How do I make changes to my order?
What is Disney Genie?
What are the cancellation/refund policies?
What is Disney Genie+?
I want to return part of my order for refund?
When can I purchase Disney Genie+?
Will my Pass expire?
How does Disney Genie+ work?
How do I get my Epic Pass?
Once you receive your pass in the mail, you can take this active Epic Pass hard card direct-to-lift at all Vail Resorts’ North American owned resorts, no need to stop at lift ticket window.
Which Disney World attractions are included with Disney Genie+?
Disney Genie+ Lightning Lane Selections at Magic Kingdom® Park:
- Big Thunder Mountain Railroad
- Buzz Lightyear's Space Ranger Spin® Attraction
- Dumbo the Flying Elephant
- Haunted Mansion
- “it’s a small world”
- Jungle Cruise
- Mad Tea Party
- Mickey’s PhilharMagic
- Monsters, Inc. Laugh Floor® Attraction
- Peter Pan’s Flight
- Pirates of the Caribbean
- Splash Mountain
- The Barnstormer®
- The Magic Carpets of Aladdin Attraction
- The Many Adventures of Winnie the Pooh
- Tomorrowland® Speedway
- Under the Sea ~ Journey of the Little Mermaid
Disney Genie+ Lightning Lane Selections at EPCOT®:
- Disney and Pixar Short Film Festival
- Journey Into Imagination With Figment
- Living with the Land
- Mission: SPACE® Attraction (Green)
- Mission: SPACE® Attraction (Orange)
- Soarin’
- Spaceship Earth®
- Test Track® Presented by Chevrolet
- The Seas with Nemo & Friends® Attraction
- Turtle Talk with Crush
Disney Genie+ Lightning Lane Selections at Disney's Hollywood Studios®:
- Alien Swirling Saucers
- Beauty and the Beast - Live on Stage
- Disney Jr. Dance Party
- For the First Time in Forever: A Frozen Sing-Along Celebration
- Indiana Jones™ Epic Stunt Spectacular! - Returning Dec. 19, 2021
- Millennium Falcon: Smugglers Run
- Muppet*Vision 3D
- Rock 'n Roller Coaster® Starring Aerosmith
- Slinky Dog Dash
- Star Tours
- The Twilight Zone Tower of Terror Attraction
- Toy Story Mania!® Attraction
Disney Genie+ Lightning Lane Selections at Disney's Animal Kingdom® Theme Park:
- Festival of the Lion King
- DINOSAUR Attraction
- Feathered Friends in Flight!
- It's Tough to be a Bug!® Attraction
- Kali River Rapids® Attraction
- Kilimanjaro Safaris® Expedition
- Na’vi River Journey
- The Animation Experience at Conservation Station
What if I have a child/children 4 years of age and under?
Which Disneyland attractions are included with Disney Genie+?
Disney Genie+ Lightning Lane Selections at Disneyland® Park:
- Autopia
- Big Thunder Mountain Railroad
- Buzz Lightyear Astro Blasters inspired by Disney•Pixar's Toy Story 2
- Haunted Mansion
- Indiana Jones™ Adventure ©Disney/Lucasfilm Ltd.
- “it's a small world”
- Matterhorn Bobsleds
- Millennium Falcon: Smugglers Run
- Roger Rabbit's Car Toon Spin ROGER RABBIT Character ©Disney/Ambin Entertainment, Inc.
- Space Mountain
- Splash Mountain
- Star Tours – The Adventures Continue
Disney Genie+ Lightning Lane Selections at Disney California Adventure® Park:
- Goofy's Sky School
- Grizzly River Run
- Guardians of the Galaxy – Mission: BREAKOUT!
- Incredicoaster
- Monsters, Inc. Mike & Sulley to the Rescue! inspired by Disney•Pixar's Monster's Inc.
- Soarin' Around the World
- Toy Story Midway Mania!® inspired by Disney•Pixar's Toy Story films
Are there Senior or Teen/Youth rates?
Epic Local Pass, Summit Value Pass, Tahoe Local Pass, and Tahoe Value Pass have Teen Rates. Teen = 13-18 years of age at time of purchase.
Tahoe Value Pass is the only pass with Senior Rates. Senior = 65 or older at time of purchase.
