Frequently Asked Questions

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Q: What fare items are available from Shop.SEPTA?
A:
You can purchase Monthly Passes, Tokens, Train Tickets, 1-Day Convenience Passes, and 1-Day Independence Passes through this online service. Monthly passes are available for the upcoming month through 11:59pm EST on the 14th day of the prior month. At 12:00am on the 15th the next month’s passes will go on sale. For example, a January pass may be ordered on Shop.SEPTA through December 14th at 11:59pm. At 12:00am on the 15th, February’s passes will go on sale. Tokens are available in the 5-pack configuration and may only be purchased in quantities of 50 (10- 5 packs), 100 (20- 5 packs), and 500 (100- 5 packs). 1-Day Convenience Passes may be purchased as a single pass or in bulk orders of 100. A discount will apply to all bulk purchases. 1-Day Independence Passes may be purchased as a single pass or in bulk orders of 50 or 100. A discount will apply to all bulk purchases. 1-Day Family Independent Passes may be purchased as a single pass or in bulk orders of 20

Q: Can I return an online order?
A:
Monthly Passes can be returned.  Refund amounts will be determined by the postmark date on your return envelope and will be granted based on the following scale:
  • Monthly Passes 
    • Postmarked prior to the 1st day of the month 100%
    • Postmarked from the 1st-10th days 50%
    • Postmarked from the 11th-20th days 25%
    • After the 20th day, no refund
  • Tokens and 1-Day Convenience or Independence Passes are not refundable.
  • Transit Store retail merchandise may be returned in its original packaging within 45 days from the date of purchase.
  • Train Tickets are refundable for 180 days from date of purchase. Senior Ten Trip tickets are refundable up to one year from date of purchase.
Mail refund request, for items purchased online, to:

SEPTA Sales Department
attn: Online Sales
1234 Market St. 9th Fl
Philadelphia PA 19107

Customers are responsible for the cost of postage for any items returned. SEPTA recommends sending returns by certified mail, as items lost in transit are not refundable.

Q: Security and Privacy
A:
SEPTA is committed to respecting the online privacy and security of its website visitors.  Please review our Privacy statement for complete details

Q: How can I pay for online orders?
A:
Payment can only be made using a valid U.S. registered  Discover, American Express, Visa, MasterCard or a Pre-Tax Transportation Benefit card.   Checks, money orders or telephone orders are not accepted.

Q: Who do I contact if I have a problem?
A:
Please contact us by e-mail at TransitStore@septa.org if you have a problem or question about an online order.


Customer Service Agents are available to help plan your travel route by calling (215) 580-7800

Q: What is a Pre-Tax Transportation Card?
A:
Pre-Tax Transportation Benefit Cards are issued by Employers enrolled in third-party pre-tax benefit programs.  When an employee elects to enroll in a pre-tax program through their employer, a portion of their earning are withheld on a pre-tax basis. Transportation Benefit Cards can only be used towards the purchase of fare instruments. 

Q: Will I be charged sales tax on items purchased?
A:

 
There is no sales tax on items shipped outside of the vendor’s state, so as a Pennsylvania merchant, if we’re shipping items to your home in New Jersey, we will not charge you tax. In Pennsylvania there is no tax on clothing.

Taxable items will be charged as follows:
8% on items shipped to any address in Philadelphia
6% on items shipped to any address in PA, but outside of Philadelphia

Q: When will my credit card be billed?
A:
Payments are submitted for authorization prior to your order being placed.  On the NEW Shop.SEPTA site (January 2017) your order will be approved or declined prior to your order being confirmed.

Q: Can I have my order sent to a Post Office Box?
A:

Orders can be sent to a Post Office Box, however any order requiring signature, i.e.token orders, high-end merchandise, or bulk orders of merchandise, must be shipped to an actual street address.

Note: We often get requests for UPS to deliver at a certain time, call before delivering, leave the package in the garage, leave the package with a neighbor, etc. We aren't able to pass on these, or other specific delivery instructions to UPS.

Note: If an order is deemed undeliverables, as addressed by the customer, UPS will make every reasonable effort to find the correct address and deliver the shipment. Any charges billed to SEPTA for address changes, address corrections, or packages deemed undeliverables will be passed on to the customer.


Q: How long will it take to receive my online order?
A:
Orders consisting of train tickets, One Day Convenience/Independence passes, tokens, or retail merchandise should arrive within 7-10 business days of placing your order. Monthly Pass orders sent via USPS will ship no later than the 21st of the month, and should arrive within 5-7 business days. Larger bulk orders of Monthly Passes shipped via UPS can ship up to two days before the start of the valid month.

Q: Will I receive an order confirmation?
A:
A confirmation of your order will be sent to your e-mail address on the date of the transaction.

Q: Is there a Pass that will enable me to travel everywhere SEPTA goes?
A:
For the rider who wants complete freedom to travel for one price, the SEPTA Anywhere Pass is your monthly passport to our five-county service region.

Q: Which fare option provides the best value to ride SEPTA?
A:
SEPTA offers many fare payment choices. The most expensive way to ride is to pay cash for each trip, but even the occasional rider can achieve savings by purchasing round-trip tickets or using tokens. Riders who commute on SEPTA service 4 or more days per week can earn significant discounts by purchasing a weekly or monthly pass. Using a pass can speed your trip. There’s no fumbling for exact change and with one swipe you can board a bus, trolley, or subway for unlimited rides throughout the valid area for the pass you’re using. Now the rewards for being a SEPTA pass holder are even greater with the SEPTA Pass Perks program. Dozens of great places all over the region are offering pass holders special discounts and incentives. Visit the Pass Perks website at www.iseptaphilly.com/passperks and discover a world of great deals at area restaurants, museums, theaters, sporting events, and much more.