FAQBelow are our most frequently asked questions. They are broken down into four categories: General, Tickets, Theatres, and Shows. If the answer you're looking for isn't listed, please contact SHN Audience Services at 888-746-1799 or send an email to email@example.com.
SHN stands for Shorenstein Hays Nederlander. SHN owns and operates the Golden Gate and Orpheum Theatres and is the pre-eminent theatrical entertainment company in San Francisco.
We consistently deliver the ultimate theatrical experience to San Francisco, presenting new works, pre-Broadway productions, open-ended engagements, and hits fresh from Broadway stages.
Anything in regards to tickets or general information about our theatres and shows can be addressed over the phone by calling SHN Audience Services at 888-746-1799 or emailing us at firstname.lastname@example.org.
All feedback can be sent to email@example.com.
For more information, please call the SHN Memberships Department at 888-746-1799 (option 2) or send an email to firstname.lastname@example.org. SHN Memberships Department hours are Monday-Saturday from 10:00am-5:30pm.
Box Office hours vary per show. Sometimes, our theatres are "dark" for an extended period, meaning no productions are scheduled. Please check here or call SHN Audience Services at 888-746-1799 for more details.
Yes, you can purchase tickets to any of our shows at any open SHN Theatre Box Office, regardless if the show you want to watch isn’t playing at that particular theatre. Our Box Offices are only open when a show is in production, so make sure to check the Box Office hours by calling SHN Audience Services at 888-746-1799 or checking online by clicking here.
It’s best to buy your ticket as far in advance as possible to ensure the best seats. However, if available, you may purchase tickets up to 2 hours prior to curtain online at shnsf.com, and until curtain time at the Box Office or over the phone with SHN Audience Services at 888-746-1799.
Ticket prices vary per show and are subject to change due to dynamic pricing and other factors. As a presenter of Broadway shows that are touring the nation, we do not have complete control over the pricing of our engagements. Under the Shows tab, you can check individual show pages for the latest ticketing information or by calling SHN Audience Services at 888-746-1799.
Ticket prices are subject to a per ticket fee. A per order fee applies to all internet and phone orders. A delivery fee applies to all internet and phone orders except internet orders delivered by email. The per order fee and delivery fee do not apply to Box Office purchases.
Dynamic pricing is time-based pricing and applies based on demand. Purchase early to lock in prices and seats.
You can pick up Will Call tickets directly at the Box Office only 2 hours prior to curtain on the day of the performance.
SHN Golden Gate – Located inside the lobby to the right of the doors.
SHN Orpheum – Located in the entrance way to the right of the theatre.
No, all sales are final. Be sure to check the following information before completing your purchase: show title, day, date, time of performance, and number of tickets.
Yes. At our theatres the right side is even-numbered and the left side is odd-numbered, with a few exceptions. The only sections that are consecutive are the center of the Balcony at the SHN Orpheum and the center sections of the Orchestra and Mezzanine at the SHN Golden Gate.
Student and senior discounts may be available on some, but not all shows. Under the Shows tab, you can check individual show pages for the latest ticketing information or by calling SHN Audience Services at 888-746-1799. To keep up to date on discounts and special offers, follow us on Facebook, Twitter, and Instagram or sign up for our SHNews email list on the home page.
Rush and Lottery may be available on some, but not all shows. Under the Shows tab, you can check individual show pages for the latest ticketing information or by calling SHN Audience Services at 888-746-1799. When possible and appropriate, we may advertise special discounts available to the general public. These decisions are often last-minute, so to keep up to date on discounts and special offers, follow us on Facebook, Twitter, and Instagram or sign up for our SHNews email list on the home page.
If you bought directly through SHN, we will have a record of your transaction. In response to an increasing number of duplicate and/or fraudulent tickets showing up at the theatre at performance time, we have implemented new policies and procedures. Tickets that have not been received for any reason (including lost or stolen) will be held at Will Call under the original account-holder name and may be picked up with valid photo ID beginning 2 hours prior to curtain time on the day of performance ONLY. No exceptions. The ticket purchaser should call SHN Audience Services at 888-746-1799.
Be wary of buying tickets from any third party website. SHN has no way of validating or replacing tickets that have been purchased through any website other than shnsf.com. We cannot seat or refund you for an invalidated ticket.
Yes, we do. You can purchase an SHN gift card at any SHN Theatre Box Office, over the phone with SHN Audience Services at 888-746-1799, or online on our Gift Cards page. Our gift cards never expire and are good for any show at any SHN Theatre.
Please note: Our gift cards are not show/theatre specific, meaning you cannot buy a gift card as a guarantee hold of tickets for a particular show. If you would like to purchase a specific show as a gift, you will have to buy tickets to that show to guarantee seats. We advise checking the availability of the person you are gifting to before completing the purchase.
Yes, our scanners do have the capacity to scan barcodes from electronic devices such as smart phones or tablets.
SHN does not mail ticket orders internationally. All orders placed with an international mailing address will be held at will call for pick-up 2 hours prior to the scheduled performance.
SHN Golden Gate – Located at 1 Taylor St., San Francisco, CA 94102 (at the intersection of Golden Gate Ave. and Market St. and 6th. St.).
SHN Orpheum – Located at 1192 Market St., San Francisco, CA 94102 (off the corner of Market St. and Hyde St./8th St.).
Please see our Plan Your Visit page for directions and transportation options.
Absolutely. Both of our theatres have wheelchair accessible locations on the Orchestra level where patrons may remain in their wheelchairs. Each patron who requires a wheelchair accessible seat may purchase up to 3 additional contiguous seats, in the wheelchair accessible section, for their companion(s) if they are available at the time of purchase; these may be purchased at the ADA price (lowest regular price for the performance being purchased). There are 2 areas that are wheelchair accessible:
SHN Golden Gate – Integrated Row H has spaces for wheelchairs and fixed theatre seats for companions, and Platform Row ZZ (in the rear of Orchestra) has spaces for wheelchairs and movable hardback chairs for companions.
SHN Orpheum – Integrated Row R has spaces for wheelchairs and fixed theatre seats for companions, and Platform Row CC (in the rear of Orchestra) has spaces for wheelchairs and movable hardback chairs for companions.
Wheelchair accessible tickets are available online at shnsf.com, by calling SHN Audience Services at 888-746-1799, or at any open SHN Theatre Box Office.
Yes. Please note that there aren’t any elevators to service the upper levels of the theatres. Patrons who are unable to climb stairs may purchase Limited Mobility Orchestra seats. For Limited Mobility patrons, 2 tickets may be purchased at the ADA price (lowest regular price for the performance being purchased) – one for the Limited Mobility patron, plus one companion. Patrons with walkers, crutches, or similar mobility devices will have these items taken to the lobby by an usher to comply with local fire code regulations. At the end of the performance, an usher will return the device to the guest. For shows with an intermission, the device will be returned upon request for the intermission period. For more information on Limited Mobility seating, call SHN Audience Services at 888-746-1799.
Our restrooms are located at the following areas of each theatre:
SHN Golden Gate – The men's and women’s rooms are on both sides of the lobby on the Orchestra level, downstairs on both sides in the basement level, across from the bar on the Mezzanine level, and in the lobby on the Balcony level. Accessible restrooms are on the Orchestra level, across from Door 3.
SHN Orpheum – The largest main restrooms for men and women are located in the basement level. As you enter the front doors from the street, you will find a staircase to your right or an elevator to your left (next to the entrance of the VIP Room) which will take you to these restrooms. Both are fully accessible for wheelchair patrons. On the Mezzanine level, there is a women's room in the corner of the lobby just past the windows. On the Balcony level, there is a women's room in the corner of the lobby just past the windows, and a men's room just to the left before you enter the auditorium.
Please consider that lines can be long to the restrooms during intermission, so plan accordingly.
Street parking is limited (meters run Mon-Sat until 6pm), but there are many public parking garages and lots in the area by both of our theatres. View our Plan Your Visit page for more details.
Please be aware that during the holidays, parking is tight; we suggest using public transportation from Thanksgiving through New Year's Day.
Yes. They are located at the following areas of each theatre:
SHN Golden Gate – The white zone is at Golden Gate Ave. and Taylor St. in front of the theatre.
SHN Orpheum – The white zone on the east side of Hyde St. before it intersects with Market St. The main theatre entrance is a short walk around the corner.
We recommend the following for public transportation:
SHN Golden Gate – For BART/Muni, get off at the Civic Center Station. All BART lines, except the Fremont/Richmond train, will stop at this station. Walk two blocks east on Market St. towards 7th St. The theatre will be to your left. For Muni Metro, take lines J, K, L, M, N, and T. The closest Muni bus lines are 5, 16X, 71, and 71L. From the Powell St. Station, walk two blocks west on Market St. towards 6th St. The theatre will be to your right.
SHN Orpheum – For BART/Muni, get off at the Civic Center Station. All BART lines, except the Fremont/Richmond train, will stop at this station. For Muni Metro, take lines J, K, L, M, N, and T. For Muni buses, use lines 5, 6, 9, 19, 21, and 71. Use the Market Hyde staircase and the theatre will be there to your right.
A coat check or storage area is unavailable at any of our theatres. All bags will be inspected upon arrival. Luggage, shopping bags and other large packages that will not fit comfortably with you at your seat will not be checked or allowed inside the theatre. For your convenience, please make other arrangements for these items before arriving. There will be no refunds or other accommodations for these issues. Do not leave your personal bags (purses, backpacks) unattended while in the theatre.
We only offer light snacks and drinks for purchase. For those 21 years and older, we also have a bar available at our theatres to purchase alcoholic beverages.
Only bottled water and drinks in an official SHN tumbler are allowed inside the theatre. Food and beverages in open cups may not be taken to your seat.
There are many restaurants located near our theatres. Please visit our Plan Your Visit page for a list of suggestions and our partnerships.
Please call Lost & Found at 415-551-2000 (press 5) or email email@example.com with a description of your lost item and the location of where you might have lost it.
We provide booster cushions free of charge for audience members who may have difficulty seeing above taller patrons seated in front of them. Each theatre is equipped with a limited number of booster cushions which are available on a first come, first serve basis.
No pets, companion animals or emotional support animals are allowed in the theatres nor adjoining buildings or rooms. The only exceptions are service animals (dogs only) accompanying patrons with disabilities.
By going to the Shows tab, you will find that each show has its own individual page telling you more about it and linking you to the show’s official website. There may also be production photos and video available depending on the show.
The lobby doors usually open 45 minutes prior to curtain; the House opens 30 minutes prior to curtain. Traffic and parking can be unpredictable, we recommend to plan on arriving early to assure a relaxed and enjoyable experience.
Performances start promptly on time. Latecomers will be seated at the discretion of the SHN staff.
No. You are not allowed to take photos during the performance. Due to union and copyright agreements, the use of cameras/picture phones (with or without flash) or any other recording device is strictly prohibited. Violators are subject to confiscation of film, tape, disc, cards, etc., ejection from the theatre, and financial damages. For your protection, all recording devices should be placed in a pocket or purse (and kept there) when in the theatre.
Cell phones and other electronic equipment can be used prior to the show, during intermission, and after the shows. Once the production begins, please remember to turn off all devices so that you don’t disrupt the performance or your fellow patrons.
Unless otherwise noted, children under 5, including babes in arms, are not allowed in the theatre. Each show has its own age recommendation and parental guidance listed on the show page. Please consult this information when deciding if a performance is appropriate for your child.
There is no specific dress code; however, you are welcome to dress in a way that captures the spirit of the occasion.
Yes, we have infrared listening headsets available free of charge on a first come, first serve basis. They are available at a kiosk in all of our theatre lobbies:
SHN Golden Gate – To the left, next to the “Enter Left” staircase in the lobby.
SHN Orpheum – To the left, inside of the main lobby.
One piece of ID with a current address (driver's license, state ID) is required as deposit for one headset; additional headsets for the same individual require one of the following credit cards: VISA, MasterCard, American Express, or Discover Card.
Yes, we do. As dates are confirmed, details will be listed on the ADA Info page.
Although animals are not permitted in the theatre, an exception is made for guide dogs and other service animals. Please inform an SHN Audience Services representative if any accommodations are required by calling 888-746-1799 or sending an email to firstname.lastname@example.org.
Following the performance, some actors from the show may be available to sign autographs and sometimes even pose for photos at the Stage Door. Ask an usher for directions to the Stage Door.
Previews are public performances of a show before the official press opening. They’re typically done for the cast and crew to get used to the venue and make adjustments as needed. Tickets for these shows are often discounted.