SHN: Frequently Asked Questions


		Subscriber FAQs When will I get my tickets? How do I exchange my tickets? Can I exchange one show for another? Can I exchange my tickets at any theatre? Do exchanges really need to be sent via certified mail? Can I get extra tickets near my season seats? Can I get a refund, if I can’t make my performance? What is ‘First Access’ ticketing? What should I do if I’ve misplaced my tickets? What are the Box Office hours? Do the Box Offices have direct phone numbers? How early can I pick up my tickets at Will Call? Can I buy a subscription at the Box Office? Will there be a smaller subscription package or musicals only package available? Why are so many shows often clumped together? Are the shows appropriate for children? Where is parking for the theatres? Are there elevators in the theatres? Is there a lost and found at the theatre? Will BART still be running when the show is over? How can I tell what my dates will be for future shows? How do I change my address or email address? Why did we receive preview tickets for a pre-Broadway show? What is ticket forwarding? What are the fees for fowarding tickets? How do I forward a ticket? What if the recipient cannot attend the event? What if I forwarded my tickets to a wrong e-mail address? What if I forwarded the wrong event or wrong seats? What is the deadline for forwarding tickets? What if the event is rescheduled or cancelled? Why are some tickets not available for forwarding? How do I know the forwarded tickets have been used? When will I get my tickets? Tickets are generally mailed 4 – 6 weeks prior to each performance. Whenever possible, multiple shows will be mailed together. How do I exchange my tickets? By mail—once you’ve received your tickets, send them to the address listed on the exchange card enclosed with the tickets. Please include a self-addressed, stamped envelope. You may send tickets for more than one show in the same envelope. Tickets must be received at least 24 hours prior to the ticketed performance date. Please allow at least 10 business days for your tickets to reach us and, for your protection, use certified mail; keep a receipt for your records. By overnight mail—send your tickets to: Best of Broadway Ticket Office • 1182 Market Street, Suite 200• San Francisco, CA 94102. Overnight mail is accepted M - F only. The Ticket Office must receive tickets at least 24 hours prior to the ticketed performance date. For weekend performances, overnight mail must be received by Friday at 5pm. In person—Only at the Orpheum Theatre Box Office,1192 Market Street at 8th. Box Office hours are M – S, 10am to 6pm. You must bring tickets to the Box Office at least 24 hours prior to the ticketed performance date. If you have any questions, please call us at 415-551-2050, M - F, 9am to 5pm. Can I exchange one show for another? All Subscribers may exchange tickets once within the same show. Sorry, we are unable to exchange one show for another show. Can I exchange my tickets at any theatre? Actually, no. You must exchange them at the Orpheum Theatre, M – F, 10am-6 pm. Do exchanges really need to be sent via certified mail? Unfortunately, lost tickets cannot be exchanged, so we recommend that you use a trackable mail service in the event your tickets don’t arrive at the Box Office. Can I get extra tickets near my season seats? Yes. Once you receive your subscription tickets, you may either call us at 415-551-2050 or purchase additional tickets at the Orpheum Theatre, at the Box Office price. If there are no seats near or next to your subscription locations, we can help you select others. Can I get a refund, if I can’t make my performance? You may always exchange your tickets for another performance of the same show, however there are no refunds on single events. Exchanges must made at least 24 hours in advance. What is ‘First Access’ ticketing? For productions that are not part of the subscription season package, you have first chance to purchase tickets before the general public. This benefit is for subscribers only. What should I do if I’ve misplaced my tickets? Don’t panic. Just call us at 415-551-2050 and we’ll have replacement tickets waiting for you at the Box Office on the day of your performance. What are the Box Office hours? They vary by theatre and show. Please check our Box Office information, or call 415-551-2000 for recorded information. Do the Box Offices have direct phone numbers? No they don’t. If you’re calling about a previous problem, please contact the our office at 415 551-2050. How early can I pick up my tickets at Will Call? You can pick them up two hours prior to curtain. Can I buy a subscription at the Box Office? No, but they are available here or through our office by calling 415-551-2050. Will there be a smaller subscription package or musicals only package available? Possibly. Once we have completed our full subscription campaign, we may offer smaller packages. If so, we will post them here, or call us at 415 551 2050 to inquire. Why are so many shows often clumped together? Well, it is a challenge running three theatres. While we strive to spread productions evenly over the course of a year, we are sometimes subject to the pre-set touring schedules of national productions. It’s either, take them when they can play San Francisco or not take them at all. We are hoping you’d rather have the chance to see them. Are the shows appropriate for children? The Broadway shows presented by SHN are generally intended for adults. Those musicals identified as suitable for children will be advertised as such, although parents should decide whether a show is appropriate for their children. As a courtesy to others in the audience, children under five (including babes in arms) will not be admitted to the theatre. Where is parking for the theatres? View each theatre's QuickGuide for parking information and maps: Curran Golden Gate Orpheum Are there elevators in the theatres? There are no elevators to the upper levels of the Curran, Golden Gate, and Orpheum Theatres. If you can’t do stairs, please inquire about Main Floor Seating. Is there a lost and found at the theatre? Not specifically in each theatre. Please call 415-551-2000, and press 7 to leave detailed information and we will get back to you. Will BART still be running when the show is over? Most productions start at 8pm and are over by 11pm, and BART usually runs until midnight. For a specific train schedule, check www.bart.gov. How can I tell what my dates will be for future shows? There are numerous factors that affect the subscription schedule for upcoming shows. Your best bet is to give us a call at 415-551-2050 and, if we’ve been able to set the dates, we’ll be happy to let you know in advance of mailing your tickets. How do I change my address or email address? Please call us at 415-551-2050 or fax your old address and new information to our office at 213-382-8347. Why did we receive preview tickets for a pre-Broadway show? We at SHN bring a number of pre-Broadway premieres to San Francisco, meaning the show plays here before going to Broadway. This also means that the show will be in development from the first performance to the final performance. Essentially, the entire engagement is a preview before going to New York. The distinction between "previews" for a pre-Broadway show in San Francisco is that these are performances presented before the press attends. The press reviews are not reviews of the finished production, but rather a peek into the show at a certain point in its development. Whether subscribers attend a pre-Broadway shows at the first performance or the last, they will see a show that is changing constantly. That being said, Subscribers are the only patrons with ticket exchange privileges. If you would rather attend a performance after the local press opening, you can exchange your tickets by calling the subscription office. What is ticket forwarding? Now, SHN Season Ticket Holders can e-mail their tickets to friends, family, clients, or anyone else. Once the recipient receives his or her tickets by e-mail, the recipient can print his or her ticketFast®-generated tickets from any standard printer. (Note: Once a ticket has been forwarded, the original season ticket will no longer be valid.) What are the fees for fowarding tickets? When you forward tickets, there may be per ticket charges for authentication and ticketFast® delivery. Any such fees will be displayed during the forwarding process. How do I forward a ticket? The My SHN Account allows you to e-mail tickets to virtually anyone! Using ticketFast® technology and Adobe Acrobat Reader 4.0 (free), the recipient can print a forwarded ticket from any standard printer. Log in to My SHN and click into the Manage Tickets area. Select the performance and tickets you would like to forward and click "Forward." Enter the recipient information. Click "Continue." Verify the recipient information and enter your billing information if necessary. Click "E-mail Tickets." What if the recipient cannot attend the event? If you forwarded a ticket with our service, your original season ticket is no longer valid. At this point, the ticket is in electronic form and the recipient can return it to you via e-mail. What if I forwarded my tickets to a wrong e-mail address? Since your original tickets are no longer valid, please ask the recipient to return the e-mail with the PDF attachment back to you. If this is not possible, contact customer service at 415-551-2050 with the account number and forwarding transaction number. What if I forwarded the wrong event or wrong seats? Since your original tickets are no longer valid, please ask the recipient to return the e-mail with the PDF attachment back to you. If this is not possible, contact customer service at 415-551-2050 with the account number and forwarding transaction number. What is the deadline for forwarding tickets? Tickets must be forwarded at least 1 minute prior to the start of the event. What if the event is rescheduled or cancelled? If the event is rescheduled, the party to whom the ticket was forwarded retains the ticket and there is no refund. There is no refund for any fees associated with the forwarding transaction. Why are some tickets not available for forwarding? There are several reasons why some tickets are not available for forwarding: The event has passed or is less than 1 minute away. Only barcoded tickets can be forwarded. The ticket(s) have not been paid for. Tickets are not available for forwarding due to certain venue restrictions. How do I know the forwarded tickets have been used? Select "view history" on the Ticket Management page to see this information after an event has passed. Back to main FAQs page