NEED TO KNOW > Frequently Asked Questions
- How do I purchase tickets for an event?
- Is there a ticket limit?
- What if I lose or cannot print my tickets?
- Tickets for the show I want to see JUST went on sale and there are no tickets available via STGpresents.org. How can that be?
- I bought a ticket off a website I thought was yours. How can I tell if the ticket is valid?
- My order timed out! How can I speed up the online order process?
- I am online trying to buy tickets to a show. Why do I get the message "This event is currently not available for sale online"?
- Can you explain the online ticket fees?
- Why shouldn’t I buy tickets from brokers or ticket scalpers?
- Can I buy tickets to other venues’ shows at The Paramount Theatre box office?
- When do tickets go on sale?
- How much are tickets and what seats are available?
- Can I buy tickets at the door on the day of the event?
- Can I upgrade to Club seating?
- Why do some concerts have the first 10 or 20 rows held for will-call pick up?
- The artist’s website says they are playing at your theatre but you don’t have them on the calendar?
- Can I get a refund or exchange my tickets?
- Does my child need a ticket?
- What is a presale? How do I participate?
- Are there discounts to any shows?
- How do I subscribe or find out more about your current season offerings?
- Do you have “rush” tickets for shows at your theatres?
- When can I pick up my Will Call tickets?
- Can I leave tickets at Will Call for a friend to pick up?
- I chose Print at Home/Digital Delivery during my Ticketmaster purchase process. What do I do now?
- PARAMOUNT, NEPTUNE & MOORE THEATRES:
- GETTING TO THE THEATRES
- INSIDE OUR VENUES
- Is there bar service at The Paramount, Neptune or Moore Theatre?
- Are bars always open before a show? For how long?
- Can you bring bottled water into the building? Can you take food or drinks from the bar into the theatre(s)? What food is available for purchase?
- Is there a coat check at The Paramount, Neptune or Moore Theatre? Can I leave my backpack / luggage there?
- Do you have a bag policy at The Paramount, Moore and Neptune Theatres?
- What is The Paramount Club?
- May I bring my camera to the theatre?
- Do you have binoculars?
- I lost an item at a show. How do I retrieve it?
- Where can I pick up my item(s) from Lost & Found?
- What should I wear to a theatre performance?
- How can our babysitter reach us?
- Are there restaurants within walking distance of your theatres?
- Can I bring a sign into the theatre(s)?
- Can I smoke in the theatre(s)?
- Do The Paramount, Moore and/or Neptune Theatres have any policies regarding concealed weapons?
- My band would be a great opener – how do you pick the openers for shows at The Paramount / Neptune / Moore?
- I want to get in touch with an artist. Can you help me?
- Does STG rent its venues to candidates running for or in elected office?
- OUTSIDE VENUES:
Have a question for us that we didn’t answer? Let us know:
Q: How do I purchase tickets for an event?
If an event is at The Paramount, Neptune or Moore Theatre, advance tickets can be purchased in person at The Paramount Box Office (located at 9th Avenue and Pine Street in downtown Seattle) Monday through Friday from 10 am to 6 pm. Box offices at all 3 venues are open 90 minutes prior to show time.
You can check ticket prices, availability, and purchase tickets by clicking the Get Tickets links throughout our website.
Please note that additional fees apply to online purchases through Ticketmaster and are not charged when you visit us in person. Our box offices are a walkup service only and do not sell tickets by phone or have access to information on ticket availability by phone.
Q: Is there a ticket limit?
For most events we enforce an 8 ticket limit on full price tickets. Many events have a group discount; learn more on our Group Sales page. If ticket limits are not adhered to, STG has the right to cancel your entire ticket order and may restrict ticket purchases in the future.
Q: What if I lose or cannot print my tickets?
Please call ahead if you have any trouble with your tickets. If you purchased your tickets online or by phone through Ticketmaster you can reach customer service at 800-653-8000. Please be aware that there is a $10.00 fee for tickets reprinted at the box office window. You can avoid this fee by arranging replacements in advance.
Q: Tickets for the show I want to see JUST went on sale and there are no tickets available via STGpresents.org. How can that be?
This could happen for a variety of reasons. The show may be a subscription performance with early sales and/or legitimately be sold out due to high popularity and thus high volume of patron transactions. In other cases, third party ticket sellers, often referred to as scalpers, may be using a technology known as BOTS. This BOT technology allows for high-speed transactions to essentially monopolize ticket inventory, keeping you from having adequate access and allowing the ticket sellers to resell at prices that are higher than face value. STG works with Ticketmaster, our official ticket partner, to combat this activity to the best of our ability. Our transition to Ticketmaster as our official ticketing vendor increases our confidence in delivering greater patron service, security, and a reduction in the instances of ticket scams. Ticketmaster has taken on the challenge of assuring that patrons receive authentic tickets at intended prices.
Q: I bought a ticket off a website I thought was yours. How can I tell if the ticket is valid?
There is no guarantee that a ticket is valid when you purchase it from a third party. STG only guarantees tickets purchased from the official ticket vendors listed on the show pages of our website or at our venue box offices.
Q: My order timed out! How can I speed up the online order process?
Ticketmaster can register your contact and billing information in advance to streamline the sales process. We recommend that you do this since many high-demand events sell out in minutes.
Q: I am online trying to buy tickets to a show. Why do I get the message "This event is currently not available for sale online"?
If the event you are requesting is not currently available online, it might not be on sale to the public yet, or it might be disabled for online sales on day of show (typically 4 hours prior to the performance) at which point any remaining inventory can be purchased in-person at the venue box office window during walk up hours (Monday - Friday 10 am - 6 pm at the Paramount, plus 90 minutes prior to show time at the Paramount, Moore, and Neptune).
Q: Can you explain online ticket fees?
STG ticketing fees are comparable to most venues of the same size and complexity. We know that fees often feel exorbitant, however, we are consistently working with our ticketing partner to assure that our fee structure is fair.
STG online and phone ticketing fees consist of the following:
*$0 fee for “Print at Home” – many venues charge fees to print your own tickets at home but STG does not.
*$2.25 - $25 for USA mail delivery options
*Per ticket service charge – a portion supports STG's mission to make performances and arts education in the Pacific Northwest enriching, while keeping Seattle's historic Paramount, Moore, and Neptune Theatres healthy and vibrant. A portion of the fee is retained by Ticketmaster for their services.
*Per Order Fee – this covers direct costs of fulfillment (order verification, web/phone support, printing/mailing costs)
*Facility Fee – this theatre maintenance fee fully supports the portion of our mission that addresses the health of our three historic theatres. This fee is charged when purchasing in person, by phone, or online.
STG box office fees:
The online ticketing fees do not apply to tickets purchased in person at our box offices. The Facility Fee is the only fee charged at the box office. The Paramount Box Office is open Monday - Friday 10 am - 6 pm and 90 minutes prior to every show. The Moore and Neptune Box Offices open 90 minutes prior to every show.
Q: Why shouldn’t I buy tickets from brokers or ticket scalpers?
Official sources for tickets to events at The Paramount, Moore and Neptune Theatres include: official ticket vendors found on www.stgpresents.org and the box offices located at the Paramount, Moore and Neptune Theatres. Tickets purchased from sources other than these could be fraudulent, counterfeit, or otherwise unusable for admittance. Tickets may not be resold on the premises, including the exterior area around either theatre.
Q: Can I buy tickets to other venues’ shows at The Paramount Theatre box office?
Moore and Neptune tickets are available for advance purchase at the Paramount during daytime hours (Monday through Friday 10 am to 6 pm). However, tickets to events outside of our three core venues are generally not available for purchase at our box offices. For tickets to other venues, please visit the show page on our website or visit the website of the venue you are interested in.
Q: When do tickets go on sale?
Tickets are typically available to purchase beginning four to six weeks prior to an event. However, each event is unique and on sale dates vary from one show to another. The best way to receive advance notice of upcoming events, on sale information, and special promotions is to sign up for our weekly eNews. Click here to subscribe. Please note, although every effort is made to notify our email subscribers of upcoming on sales, we are not always given enough notice with which to do this, so you may not receive notification in advance of every on sale.
Online, you can check prices and availability by clicking the Get Tickets link for the event in which you are interested in on our various show pages. You can check seat availability by selecting the price and section in which you are interested. You then have the option of canceling or proceeding with the order, once specific seat locations are quoted.
By phone, please call 800-982-2787. When calling, be sure to listen to and follow the prompts carefully to receive the information you need. A Ticketmaster representative is able to quote prices and seat availability for any event, even if you choose not to purchase the tickets at that time.
Q: Can I buy tickets at the door on the day of the event?
Yes. If there are still tickets available to purchase on the day of the event, you may purchase them in person at the box office. Some shows sell very quickly and do not always have tickets available on the day of the show, so we suggest you call Ticketmaster at 800-845-3000 to check availability prior to making the trip.
The Paramount, Moore, and Neptune box offices all open 90 minutes prior to every performance.
Please visit the websites of other venues for their policies on purchasing tickets at the door on the day of the event.
Q: Can I upgrade to Club seating?
Paramount Club tickets are only available via membership packages. For more information, click here. For active members, all tickets changes must be made during standard business hours as Club staff are not in the office on the weekends.
Moore & Neptune Club tickets are only available via membership packages. For more information, click here.
Q: Why do some concerts have the first 10 or 20 rows held for will-call pick up?
At the artist's request, the first 10-20 rows of the main floor may be restricted to night-of-show Box Office Will Call pickup only. This is to help prevent reselling and ensure that ticket buyers can access these seats directly from the venue at the original price offered. Restrictions include:
- The original purchaser must claim the tickets in person on the night of show, starting 90 minutes prior to show time. Please bring your confirmation number, a photo I.D., and the credit card used for purchase.
- No advance pick up.
- No name changes.
- No third parties may pick up the tickets on your behalf (sorry, this includes friends and relatives).
These restrictions are necessary to ensure that true fans have access to these seats at the original price offered.
Q: The artist’s website says they are playing at your theatre but you don’t have them on the calendar?
Often, artists release their tour schedules before the booking process has been completed with the venues. The best way to receive advance notice of on sale dates is to join our weekly on sale email list. You will get one email a week with information about upcoming events and special discounts. Click here to subscribe. Please note, although every effort is made to notify our email subscribers of upcoming on sales, we are not always given enough notice with which to do this, so you may not receive notification in advance of every on sale.
Q: Can I get a refund or exchange my tickets?
Only qualifying season subscription tickets can be exchanged into another performance of the same show. (Exchange procedure outlined in the STG subscriber handbook.)
All other tickets are purchased on a no refunds, exchanges, or cancellations basis and are only usable for the day, date and time selected at the time of purchase.
Q: Does my child need a ticket?
Unless otherwise noted, everyone requires a ticket regardless of age. Babes in arms are not allowed, and children under four years of age are discouraged. Some of these policies may differ for events that are specifically geared toward children. Ask a ticket agent or check the show page for that event. Some events offer discounts for children, so as you order, be sure to ask. For events geared toward children at The Paramount Theatre, booster seats are available on a first-come, first-served basis.
Q: What is a presale? How do I participate or get a coupon code / password?
Presales and coupon codes / passwords are distributed by invitation only via the Internet. STG distributes presale information when applicable in our weekly email to opt-in subscribers - information below. Other presales are created through other organizations; i.e. fan clubs, radio stations, producers or promoters of a particular show or production, etc. Emails are sent to those meant to participate, providing a password or promotional code to be entered when purchasing tickets, prior to the public on sale date. The theatre does not have access to these passwords distributed by other organizations for their internet presales.
Our weekly STG eNews frequently lists presales for select shows, but we do not have any information beforehand if that will be the case. Please click here to join and automatically receive the most recent edition of eNews.
Q: Are there discounts to any shows?
The availability of discounts is determined by the individual producers and presenters. Discounts, if offered, are not applicable or retroactive to previously sold tickets.
Q: How do I subscribe or find out more about your current season offerings?
Click here for information on all shows and subscription options offered in our current season.
Q: Do you have ‘rush’ tickets for shows at your theatres?
Each production or show that comes to our theatres is unique and offers different prices and discounts, if any. Generally, the only ‘rush’ tickets offered are for students with valid student ID, and are only offered for arts event (not concerts). Typically, it is not determined if a student rush discount is available until shortly before the first performance. Please feel free to call our information line at 206-682-1414 for more information.
Q: When can I pick up my Will Call tickets?
The Will Call window opens 90 minutes prior to each show at the Paramount, Moore and Neptune. Be sure to bring photo ID, the credit card that was used to purchase the tickets, and your Ticketmaster order number, as any or all of these may be required for ticket pick up.
Q: Can I leave tickets at Will Call for a friend to pick up?
Sorry, for liability reasons we are no longer able to accept third party will call drop offs at the box office window. If you need to change the name on your order please contact your point of purchase to make arrangements in advance.
Q: I chose Print at Home / Digital Delivery during my Ticketmaster purchase process. What do I do now?
If you chose Print at Home, please be sure to print out the entirely of the attachment that you receive from Ticketmaster, not just your confirmation page. Printed tickets must be full size (8.5" x 11") and clear. Take note: low toner levels can cause printed tickets to be unreadable. If you chose Digital Delivery, please be aware that your Ticketmaster credentials (log-in info and password) will be needed for access.
Q: How do I learn more about the education programs that STG offers?
Visit the Education section of our website for a description of program opportunities for a range of ages. Some programs are free and open to the public, some are included with the price of a ticket and some are targeted for a specific group (such as a school or community center). The Education section of our website also describes an opportunity for low-income social service organizations or youth arts organizations to apply for the Theatre Access Program which provides subsidized tickets.
PARAMOUNT, NEPTUNE AND MOORE THEATRES:
Getting to The Theatres
Q: How do I get to the Paramount, Neptune and Moore Theatres?
The Paramount Theatre is located on the corner of 9th Avenue and Pine Street in downtown Seattle, one block North of the Washington State Convention Center, and directly across the street from the Convention Place Metro Tunnel entrance. For directions to the area, click here.
The Neptune Theatre is located at N.E. 45th Street and Brooklyn Avenue in Seattle's University District, just around the corner from the Varsity Theatre. For directions, click here.
The Moore Theatre is located on the corner of 2nd Avenue and Virginia Street in downtown Seattle, two blocks north of the Pike Place Market. For directions to the area, click here.
Q: Where can I park near The Paramount, Neptune or Moore Theatres?
The Paramount Theatre does not have its own parking lot. There is a loading zone on 9th Avenue and Pine to drop off passengers. There are several pay lots in the area as well as metered street parking (after 8pm and Sundays are free). There are also multi-level garages at The Grand Hyatt’s 7th and Pike Street Garage, The Washington State Convention Center and in Pacific Place Mall.
The Neptune Theatre does not have its own parking lot. There are several pay lots in the area as well as metered street parking (after 8pm and Sundays are free). Please read all parking signs carefully! Cars parked west of the Neptune Theatre on Brooklyn Ave NE, in the Production Loading Area, may be towed at Owner’s expense.
The Moore Theatre does not have its own parking lot. There is a loading zone right in front of the theatre’s main doors to drop off passengers. There are several pay lots in the area as well as metered street parking (after 6pm and Sundays are free). There is a multi-level garage at 3rd and Stewart and parking at Imperial Parking (next to Bed, Bath & Beyond) between Virginia & Stewart at 4th Avenue. Cost varies depending on the individual lot and you will want to refer to the attendant for lot closure times.
Q: How long are the performances?
The length of performances differs dramatically. Typically, we are aware of the approximate run times for Broadway performances several weeks in advance; usually from 90 – 180 minutes. We do our best to include approximate run times on the related show pages on our website.
Please note that the times given to us are an estimate provided by the production, based upon the best information available in advance of the performance and are subject to change.
Please feel free to call our information line at 206-682-1414, Monday through Friday from 9:00 am to 5:00 pm for more information.
PARAMOUNT, NEPTUNE AND MOORE THEATRES:
Inside the Venues
Q: Is there bar service at The Paramount, Neptune or Moore Theatre? Are the bars always open before a show? For how long?
Bars in The Paramount and Moore Theatres are open for most performances one hour prior to the show and close at the start of the performance. They are open during intermissions.
The bar at The Neptune Theatre remains open throughout the duration of the performance.
Q: Can you bring bottled water into the buildings? Can you take food or drinks from the bar into the theatre(s)? What food is available for purchase?
No outside food or drink are allowed at The Paramount, Neptune or Moore Theatres. Food is available for purchase on a show by show basis – please see our Concessions page for more details. Full service bars are open for most performances. Our 21+ patrons can now consume alcoholic beverages inside the Paramount and Moore Theatres during most performances, as indicated in the Know Before You Go email sent the week of the performance. If you choose to do so, you must purchase an official beverage cup sold at the bar. Cups are yours to keep and you can bring them with you when you return for future performances. Please be sure to have ID ready when you approach the bar for purchase.
Q: Is there a coat check at The Paramount, Neptune or Moore Theatre? Can I leave my backpack / luggage there?
There is a coat check available at The Paramount Theatre for Broadway performances only. The coat check is located on the second floor of the theatre, and you can check your backpacks or luggage there.
The definition of a bag includes, but is not limited to, purses, tote bags, duffel bags, suitcases, knapsacks, backpacks, packages, cartons including wrapped presents, paper sacks, briefcases, portfolio cases, binocular cases, camera equipment cases, and any other type of device or vessel used for carrying or concealing items. Should any patron have a medical necessity for use of a bag that is outside of the previously described size and items, theater staff should be contacted in advance to make special arrangements.
Q: What is The Paramount Club?
The Paramount Club is an exclusive membership program with access to the best seats at The Paramount, which are unavailable to the public. Benefits of being a member of The Paramount Club include VIP private theatre entrance, access to the members-only Paramount Club lounge with private restrooms, coat check and personal bar service, and more. Learn more about The Paramount Club here.
Q: May I bring my camera to the theatre?
The taking of any pictures or any recording of performances is strictly prohibited in the theatre. This includes cell phone photography. For most rock concerts, large bags, backpacks, wallet chains and other similar personal items are not permitted.
Q: Do you have binoculars?
For events at The Paramount Theatre, binoculars are available for rental for $5.00. Our ushers would be happy to direct you to The Friends of The Paramount booth in the lobby for more information or rental. You are welcome to bring your own, if you prefer.
Q: I lost an item at a show. How do I retrieve it?
While at a performance, please contact an usher for assistance. If you realize you lost an item after leaving The Paramount, Moore or Neptune Theatre, please fill out our lost & found form here or call our administrative offices at 206.467.5510 during business hours, Monday through Friday from 9:00 am to 5:00 pm for assistance.
Q: Where can I pick up my item(s) from Lost & Found?
Lost & Found items are kept at the reception desk of our administrative offices, located next door to The Paramount Theatre. The reception desk is open Monday through Friday from 9:00 am to 5:00 pm. Before stopping by, please either fill out this form or call 206.467.5510 to find out if we have your item(s).
Q: What should I wear to a theatre performance?
Going to the theatre is often a special occasion for our guests and they frequently enjoy dressing up. For some that may mean a business suit/sport jacket or nice dress, and then for others it may mean a clean pair of jeans and a polo shirt. This is Seattle, and our audiences tend to be less formal than might be expected in other cities. We would suggest dressing as if you were going out to a nice dinner.
Q: How can our babysitter reach us?
There is no paging system at either The Paramount, Neptune or Moore Theatres. While cellular phones must be silenced during performances, they are the best way for you to be contacted directly, so please feel free to bring them and to check your messages during a break or intermission.
Q: Are there restaurants within walking distance of your theatres?
There are a wide variety of restaurants nearby. Click here for information on options near The Paramount Theatre. Click here for information on options near The Moore Theatre. Click here for information on options near The Neptune Theatre.
Q: Do The Paramount, Moore and/or Neptune Theatres have any policies regarding concealed weapons?
Weapons are not allowed at STG Theatres, regardless of any licenses or permits. This includes fire arms, pepper spray, tasers, knives and other threatening objects of any kind (determined at the discretion of our security staff.) Patrons who attempt to bring such items into our venues will be asked to return them to their vehicle. STG will not hold or be responsible for any such items. Unattended items left outside the facility doors will be discarded to ensure patron safety.
Q: My band would be a great opener – how can I open for a show at The Paramount / Neptune / Moore?
Most bands tour with their own openers, and we at STG typically have no control over the openers that come through our venues.
Q: Does STG rent its venues to candidates running for or in elected office?
Seattle Theatre Group® does rent its venues to candidates running for or in public office for campaign events and beyond. As a matter of policy, Seattle Theatre Group® does not endorse candidates and the rental use of our facilities is not an act of endorsement.
Q: What do you offer for hearing impaired and deaf patrons?
We offer Open Captioning and American Sign Language interpretation for select performances. Please click here for more information on these performances. Our TTY ticket line is 888-331-6774.
Sennheiser Digital RF signal transmission listening devices are available to rent free of charge at The Paramount, Moore and Neptune Theatres for events on a first come, first serve basis. We carry two models:
- The HDE2020-D-II, which is a one-piece with earpieces, worn to amplify the show feed.
- The EK 2020-D-II, which can be used with personal headphones/earbuds or an induction neck loop for transmitting sound to hearing aids equipped with a T-coil. Please speak to your Audiologist on how to use the T-coil system.
To rent a listening device at the Paramount, please visit The Friends booth, located just inside the main lobby of the theatre. For Moore or Neptune shows, please locate an usher for assistance.
Q: How do I purchase wheelchair accessible tickets?
The Paramount, Moore, and Neptune Theatres are wheelchair accessible on the orchestra level. There is no elevator in any of our theatres, but The Neptune does have ramps to the front of the balcony. Each of our accessible seat locations is slightly elevated and houses an easily removable, armless freestanding chair. These chairs are for patrons with mobility impairments and their companions. If you require the space for a wheelchair, an usher will remove the freestanding chair when you arrive.
Accessible seating can be purchased in person, by phone, or online via individual show ticket links. To purchase wheelchair accessible seating, order by phone at 800-982-2787 or online. You may also purchase tickets in person at The Paramount Theatre box office. For General Admission performances, patrons needing accessible accommodations should purchase standard General Admission tickets. When you arrive at the show, you will have priority access to accessible sections. Ushers will be available to assist. For detailed ticket purchasing information, go to Ways to Purchase.
Q: Do you have accommodations for patrons with physical challenges?
The Paramount Theatre has accessible seating, ADA restrooms and a Sennheiser infrared audio assistance system with induction loops. You will want to ask an usher to direct you to our Friends Booth for a hearing device (at no charge) once you arrive at the theatre. Additionally, Open Captioning and American Sign Language interpretation is available for select performances.
Q: What does it mean when STG presents a show at a venue other than The Paramount, Neptune or Moore? Can I buy tickets to these shows at The Paramount, Neptune and Moore box offices?
Check the individual show pages for the performances you are interested in to learn how to purchase tickets – ticketing may vary from artist to artist!