Frequently Asked Questions

Click on the question to read the answer.


What happens if I lose my tickets?

If you lose your tickets or in the event that they have not arrived by mail, you can contact the Box Office and we can reprint them for you. Tickets can be reprinted at anytime, including on the day of the performance.

Is there a discount for same day tickets?

We do not offer Rush seating; however, you can check with a Box Office Representative on the day of the performance to see if there are any promotions you would be eligible for.

What if I can’t make it to the show? Can I get a refund or exchange my tickets for another date?

We do not offer refunds or cancellations, but we can exchange your tickets for another performance in the current season provided we have 24 hours notice. Please contact the Box Office and one of our representatives will be happy to assist you in rescheduling your performance. Keep in mind there is a $4.50 exchange fee per ticket and tickets are subject to the price at the time of rebooking. Members that ordered their tickets during the Early Booking Period (Nov 9 – Jan 30) will have the exchange fee waived for the first exchange. Members have access to the Early Booking Prices on their first exchange of tickets.

For example:

1. A Member booked tickets before January 31 and is now changing his tickets from a weekday Special Matinee to another weekday Special Matinee while staying within the same seating section – the Member will not pay an exchange fee (if this is their first exchange) or an additional amount for their tickets.

2. A Member is moving from a weekday Special Matinee to a weekend Matinee. The Member will pay a difference in price based on the Early Booking Pricing chart

For more information on the benefits of Membership, click here.

Are prices in Canadian or US dollars?

All prices are in Canadian dollars. We accept American money but any change will be given in Canadian dollars.

What happens if a show is sold out? Can I get on a waiting list?

If a show is sold out we suggest calling the Box Office to check availability as the performance date gets closer. Patrons are able to make exchanges right up until 24 hours before the performance so something may become available. If the show is sold out the day of the performance, a waiting list will begin at 9am at the Festival Theatre Box Office. Names will be added to the waiting list in person only. The Shaw Festival reserves the right to close the waiting list to additional names at any time. Members supporting at the Contributing level ($400-599) can add their name to the Advanced Wait List prior to the day of the performance. If seats become available, the Box Office will contact you. Unfortunately there is no guarantee that any tickets will become available for a performance.

What is a Shaw Festival Membership?

A Membership is our way of recognizing our amazing group of donors dedicated to maintaining The Shaw’s long tradition of theatrical excellence. Many of our patrons recognize that the price of a ticket doesn’t actually cover the full cost of presenting a production here at The Shaw and choose to further support the company by making an annual charitable donation. We are very grateful for this support and recognize their generosity through our Membership program which provides certain benefits, or privileges, at different levels. For more information Membership and various benefit levels, click here.

Can someone else access my account information to make changes to an order?

No. In order to access your personal ticketing account, the person attempting to make changes would need to have permission from the account holder. This is to protect your privacy and information. For further information please contact the Box Office.

I have a group of people that want to visit Shaw. Are we eligible for a discount?

If you have a group of 15 or more people, you may qualify for a group discount. Please check out Group Ticket Sales for information on pricing, packages, and how to order.


How early must I arrive?

Theatres open for matinee performances at 12pm, for evening performances at 6:30pm, and for the lunchtime performance, at 10:30am. Please arrive any time after the doors open; we encourage our patrons to arrive early to find parking, enjoy a refreshment, have something to eat and read the play’s house programme.

What should I wear to the theatre?

Casual or dress clothes are perfectly acceptable. It would be a good idea to bring a sweater or a shawl with you, in case you find the air conditioned theatres to be a bit cool.

Are children allowed in the theatre? Can my child sit on my lap?

The theatre’s policy is that tickets must be purchased for any child attending a performance, and children must be seated with a parent. Babes-in-arms are not permitted in the theatres. Please contact the Box Office and speak with one of our representatives regarding the content and length of the production to determine if it seems suitable for your child. Should your child become restless during the performance, management may ask you to leave the theatre and watch the show from the lobby monitor.

Can I text, tweet or take pictures during the show?

We ask that the audience refrain from using cell phones or any electronic devices during the performance. We happily invite you to take photos when the house lights are on – pre-show, at intermission and post-show. Feel free to share your experience using #shawfestival on social media.

Can I bring my own food and drink?

At the Festival Theatre, the lobby and outdoor seating is limited and reserved for patrons who are purchasing food and/or beverages from the bar and café. Food is not permitted in the theatres.

Can we come backstage after the show and meet the cast?

Unfortunately not. However, there are many other options available to take a behind the scenes look at the Shaw Festival. Check out the Tuesday Q & A, Continue the Conversation, Backstage Tours, Pre-Show Talks and The Theatre Package. Members can also attend the Member Post Show Receptions at the Festival Theatre.

Are the theatres wheelchair accessible?

Yes, except for the Court House Theatre. There is no elevator to the balcony at the Festival or Royal George. Please advise the Box Office representative when ordering your tickets if you, or a member of your party, will require easily accessible seating. For more information about accessibility, click here.

I am hearing-impaired. Do your theatres offer amplification?

Yes, all Shaw Festival theatres are equipped with Sennheiser Infrared Assistive Listening Systems. Assistive listening devices can be booked in advance through the Box Office for a $2 fee. Please click here to see the types of assistive listening receivers available.

Can I wear perfume or cologne to the theatre?

The Shaw Festival endeavors to make its facilities scent-free. In the interest of other patrons, we ask that you arrive perfume/cologne-free.

Can I park at the Festival Theatre? Can I reserve a spot in advance?

Parking is available at the Festival and Studio Theatres (10 Queen’s Parade) for a fee of $15 per performance. Limited parking for people with disabilities is available for the same fee. Please arrive early as spots are limited. Due to the limited number of spots, we do not offer advanced reservations for parking.

Parking for the Court House Theatre (26 Queen Street) is located in the metered parking lot accessed from Market Street via Regent Street. Parking for the Royal George Theatre (85 Queen Street) is available, metered and non-metered, on the streets surrounding the theatre. Please allow extra time to find a parking space.


How do I know that my credit card information is secure and my information is kept private?

The Shaw is PCI (Payment Card Industry) compliant; our systems protect your credit card and personal data.

Why do I need to enter my credit card number each time I order tickets? Why do I need to log in each time I order tickets?

Logging into your account is required when booking tickets online because it gives us the ability to track your orders and it prevents the creation of duplicate accounts. Your orders are tracked and placed in your account. If you ever need to access your orders to reprint or exchange tickets, we would be able to do this for you because we keep track of your orders through your account.