FAQs
Below is a list of frequently asked questions we have received from our patrons - if you need additional information, please call the Shubert Box Office at 203-562-5666.
What is the theatre’s policy on refunds and exchanges?
All sales are final - there are no refunds. Free ticket exchanges for another performance of the same show are offered to Broadway Series Subscribers and Donors.
Exchanges must be made at the Shubert Box Office or by mail. Original tickets must be returned at least 48 hours prior to the performance date printed on those tickets.
Single ticket purchases can be exchanged for a fee and are subject to the above conditions.
If I arrive late for a performance, will I have to wait to be seated?
Performance times are printed on all Shubert tickets - latecomers will be seated at the discretion of management.
Due to the policy of the individual show, you may be asked to wait in the lobby. You will be seated during a designated break in the performance when it will cause the least amount of disturbance to the production and patrons already seated. For your convenience, a large screen TV is available for you to view the performance while you are waiting to be seated.
What time do theatre doors open for a performance?
The main entrance doors to the lobby typically open 1 hour prior to the start of the show, the door to the theatre opens closer to showtime. Please check each show's event detail page for specifics regarding the event.
How do I print my tickets at home?
Print at home tickets will arrive in a separate email from tickets@capa.com.
You can expect the email with your print at home tickets 12 days in advance of your performance date. Please be sure to print ALL pages of the PDF if there are multiple tickets in the order.
Because the email includes the PDF attachment, it can sometimes be filtered as spam or junk - we suggest checking those folders if you do not see the email in your in box. If the email with the tickets doesn’t arrive, contact the Shubert Ticket Office at 203-562-5666 and they can re-send the email or have the tickets held at the Box Office for you.
Do I have to buy a ticket for my small child even though he/she is sitting on my lap?
Due to the fire code, ALL patrons entering the theatre must have a ticket, regardless of age.
To ensure optimum enjoyment for all patrons, we recommend that children under the age of three only atted our family-friendly shows appropriate for this age group - please refer to individual show pages for specific age recommendations.
Shubert staff reserves the right to ask any parents/guardians whose children cause disruptions during a performance to leave the theatre.
Booster seats are available on a first-come, first-served basis.
I bought tickets next to each other, but my seat numbers show they aren’t side by side!
The arrangement of numbered seats allows our ushers to identify your seating location and help seat you quickly:
LEFT AND RIGHT SECTION SEATS: seats on the right side of the theatre have even numbers, and seats on the left side have odd numbers. Although your tickets may ‘seem’ to be off by one number, they are next to each other.
CENTER SECTION SEATS: are numbered sequentially with numbers from 101 to 114.
How can I pay for tickets?
Payment can be made with VISA, MasterCard, American Express, Discover, Cash or Personal Checks.
Personal checks made payable to Shubert Theatre will be accepted up until thirty (30) days prior to the performance you are purchasing. Personal checks are not accepted for gift certificate sales.
Do you offer deals for group tickets?
Yes, discounts are available for groups. Click here to learn more about group rates or contact Azaria Samuels by email or call: 203-773-4357.
Does the theatre have an elevator?
All levels of the theatre are accessible by elevator.
Does the theatre have assisted listening devices?
Yes, infrared hearing devices are available at no charge in the main lobby at Patron Services.
Can I take pictures and video during the show?
No. Most performers and shows do not allow any recording of their performances; therefore cameras and visual and audio recorders are prohibited in the Shubert Theatre.
Do you rent your venues for shows, meetings, weddings, or parties?
YES! Please visit the venue rental page to learn more about our rental spaces.
Important information included on the back of Shubert Theatre tickets:
- Program dates and times are subject to change without notice.
- Shubert tickets may not be resold for an amount in excess of the face value of the ticket without the written consent of issuer. Ticket may not be resold within 1,500 feet from Shubert Theatre.
- Holder of ticket voluntarily assumes all riskes and danger incidental to the event for which the ticket is issued whether occurring prio to, during or after the event. Holder ot ticket is responsible for adhering to all health & safety protocols required by the venue.
- Tickets obtained from unauthorized sources may be invalid, lost, stolen, or conterfeit and if so are void.
- Complimentary tickets are not exchangeable or redeemable for any benefit offered to tickets with a dollar value.
- Unauthorized use and/or duplication of Shubert tickets, in whole or in part, without the express written permission of CAPA/Shubert Theatre or the event presenter is strictly prohibited.
- Latecomers will be seated at the discretion of management.
- Inclement weather does not affect performances.
- Photos/video/audio taken at any performance by presenter may be used for marketing purposes. Be aware that by attending an event, you consent to your likeness being used, without compensation, in any media and marketing materials for eternity, and you release CAPA/Shubert Theatre and its assigns and licensees from any liability whatsoever of any nature.
- Everyone, including children, must have a ticket to enter the theatre.
- There are no refunds or exchanges. Your ticket cannot be replaced if lost, stolen or destroyed and is valid only for the event, date and seat printed on the ticket.
To ensure a safe and enjoyable experience, the Shubert Theatre prohibits the following items:
- Outside food or beverage (including water)
- Large bags or backpacks
- Smoking (including e-cigarettes or vaporizers)
- Illegal drugs
- Weapons of any kind (including props / toys)
- Noisemakers or air horns
- Helium balloons, beach balls or other projectiles
- Animals (except trained service animals)
- Laser pointers and any items deemed dangerous or inappropriate by the theatre's management