A-Z Guide

Accessibility Information

Animals
Trained service animals are permitted to assist guests inside the Altria Theater. If special accommodations are required for your service animal, please notify us at the time of ticket purchase or by calling (804) 592-3384. Guests bringing in service animals may not take up additional seats unless a ticket has been purchased for the adjacent seat, but may request accessible seating. All other animals are prohibited.

Assisted Listening Devices
Assistive listening devices are available upon request from the Concierge Desk located in the Box Office Lobby on Main Street. A valid driver’s license or photo ID will be requested as a deposit for the equipment. We offer two types of receivers, and stock enough of each type to meet ADA requirements according to percentage of audience capacity. The receivers we distribute most often are the stethoset variety, which include integrated earbud-style transducers, and are worn like a stethoscope. We also offer pendant or necklace receivers, which come on their own lanyard and feature a 3.5mm (1/8") connector, which is the standard headphone connection found on smartphones, ipods, ADA ATM cash machines, etc. We can provide these pendant receivers with inductive neckloops, which allow compatibility with T-Coil hearing aids. These receivers are also compatible with cochlear implants featuring 3.5mm Direct Audio Input, personal headphones, or any other device which has a 3.5mm audio input.

Elevators
The Altria Theater has two (2) public elevator, located to the right and left in the main lobby. This elevator provides access to all levels and is staffed by an attendant for all public performances.

Interpreter Services
ASL interpreters are available by contacting the Altria Theater offices at (804) 592-3368 at least 3 weeks prior to the event for which the services are needed. Interpreter expenses are the responsibility of the show or the promoter.

Tickets
Individuals who contact the Altria Theater regarding the purchase of tickets for wheelchair accessible and/or companion seats for reasons relating to a disability will be informed of all available such seating that has not been sold at that time and will be given first preference for such tickets. Individuals can also purchase ADA seats online at Etix.com.

Tickets for wheelchair accessible and/or companion seating will not be sold to any person, except a person requesting such seats for reasons relating to a disability, until all other seats in that ticket category have been sold.

Alcoholic Beverages

Virginia state law prohibits the sale of alcoholic beverages to persons under the age of 21. Therefore, guests will be required to show proper identification and proof of age when buying alcoholic beverages. Please remember that it is illegal to drive under the influence of an intoxicant or to consume alcoholic beverages while driving.

Guests in the building identified as being under the age of 21 and in possession of alcohol will be taken to the Security Office and their parents or guardians will be notified for proper advisement. Individuals may be turned over to the Richmond Police Department as deemed necessary.

Attire

Unless otherwise noted, the Altria Theater does not have a formal dress code. You will see a broad range of dress at our shows, from elegant evening wear to casual attire. We suggest you dress to feel comfortable about your appearance and in keeping with the type of event you are attending. We request that shoes and shirt be worn at all times in the venue.

Bag Check, Inspection and Searches

All guests entering Altria Theater may be subjected to a voluntary bag or clothing search. The search is voluntary because the guest can refuse; however, the refusing guest WILL NOT be permitted entry to the event. If contraband is found during a search, the guest will be asked to return it to their vehicle or discard it.

Banner/Sign Policy

Banners and signs are not allowed in the Altria Theater.

Box Office/Box Office Hours

Tickets may be purchased in person at the Altria Theater Box Office. The ticket office accepts cash, American Express, Discover, Visa and MasterCard. The new interior box office is located on Main Street just west of the intersection of Laurel Street.

Box Office Hours
Non-Event Days
Monday through Friday, 10AM – 5PM
Saturday and Sunday, Closed.

Event Days
Monday through Friday, 10AM to approximately 1 hour past event start time.
Saturday and Sunday, 4 hours prior to approximately 1 hour past event start time.

Camera Policy

The permitted use of cameras varies by event. However, cameras with professional lenses, detachable lenses or detachable flashes are prohibited from the Altria Theater. Use of video cameras, audio recording devices and digital cameras in video mode is strictly prohibited in the theater. The use of any of these items will result in confiscation and possible ejection from the facility. These are general rules and can be overridden based on a specific request from the attraction or promoter.

Cancellations

If an event at the Altria Theater has been cancelled, please take the tickets to the place of purchase for a full refund. Tickets charged with a credit card by phone or internet are automatically credited to the purchaser's account. For tickets purchased through a group order, please call the Group Sales Office directly for specific instructions at (804) 592-3401.

Catering & Concessions

Savor_Logo_PMS1665Orange.jpgSavor...Richmond is the exclusive concessionaire for the Altria Theater and offers a variety of concessions options at our events. Please refrain from bringing outside food and drink into the facility. The consumption of food and beverages inside the theater varies by event. Please inquire at time of purchase.

Cellular Phones & Watch Alarms

As a courtesy to all patrons, please turn these units to non-audible mode or off and do not text during the performance.

Directions

Please see our Directions & Parking page for detailed directions to the facility.

Doors Opening

The Altria Theater lobby opens one (1) hour prior to the start of the event. Seating is available starting ½ hour prior to the event. These times may vary based on the needs of a particular show. As a general rule, most shows adhere to this schedule.

Etix

etix_vector_logo_RGB.jpgTickets for all Altria Theater events can be purchased online at www.etix.com or through phone charge at (800) 514-3849 (ETIX).

Etix.com is the OFFICIAL TICKETING PROVIDER for Altria Theater and Richmond CenterStage. Tickets purchased from other sources may be 1) more expensive, 2) invalid and 3) ineligible for assistance. Altria Theater and Richmond CenterStage are not responsible for tickets purchased from other sources.

First Aid

Emergency medical personnel are on site for most events. Please contact the nearest Event Staff member or Security if you are in need of medical attention.

Group Sales

Some shows offer group sales discounts. For more information please see our Group Tickets page.

Guest Conduct

The following behavior or activities are grounds for eviction from the Altria Theater:

Use of profanity or unacceptable language of any type.
Possession of illegal or unauthorized items inside the theater.
Unacceptable or indecent dress.
Damaging or the intent to damage property of the Altria Theater.
Failure to obey or follow Altria Theater smoking policies.
Use of illegal substances or drugs.
Public drunkenness.
Entering or attempting to enter any “off limits” areas
Participating in a fight.
Verbally abusing, threatening or intimidating other guests or employees.
The throwing of any objects or projectiles in seating areas, on stage or any other areas.

Guests who fail to abide by theater policies, state and federal law are subject to ejection from the facility. Any guest who is violating policy will be asked to correct their behavior and, if they fail to do so in a timely fashion, will be ejected. Individuals who have been ejected must vacate the property or be subject to arrest on trespassing charges.
 

Late Arrival

To cause the least disruption, patrons who have not entered the theater when the performance begins may be asked to wait in the lobby until an appropriate break in the performance. Latecomers, as well as those who leave the theater anytime during the performance, may be assisted to alternate seats by the House Manager at an appropriate interval and may take their assigned seats at intermission. The Altria Theater assumes no liability for inconvenience.

Lost and Found

Lost and found items are taken to the Concierge Desk located in the Box Office Lobby on Main Street. To locate a lost item, please call (804) 592-3368. Items not claimed after 30 days will be donated to local charities or otherwise disposed.

Lost Children

Lost children will be taken to the Administrative Office located to the right of the Main Entrance. Guests looking for their lost child should report directly to the nearest Altria Theater staff member for assistance.

On-Site Vending

Non-licensed vending on the Altria Theater’s property, including the resale of event tickets is prohibited. Management will not permit vending, soliciting, collecting contributions for any purpose whatsoever or distributing of unauthorized handbills on the premises.

Parking

Please see our Directions & Parking page for information on parking options near the Altria Theater.

Prohibited Items

The following items are not permitted in the Altria Theater:

Large bags, backpacks or boxes
Food (with the exception of those having a food allergy) or beverages, including alcohol
Cans, bottles, coolers or other similar containers
Video cameras or audio recorders
Laser pens or laser products
Noise making devices (horns, whistles etc.)
Projectiles (including Frisbees and beach balls)
Banners and signs
Stickers of any kind
Skateboards, skates (roller or in-line), or scooters
Firearms or weapons of any kind
Sticks or poles
Knives, chains or clubs
Illegal drugs or substances
Fireworks or any other incendiary device
Umbrellas (non-retractable)
Strollers (must remain in the lobby)
Any other item deemed unacceptable by Altria Theater management

Altria Theater management reserves the right to make the final determination on prohibited items. The Altria Theater is NOT responsible for items left behind, lost, stolen or damaged. Possession of prohibited items may be grounds for ejection from the property. Items confiscated at entry will not be returned.
 

Restrooms

Restrooms are ADA accessible and are located on all levels.

Smoking Policy

The Altria Theater is a smoke-free facility. Smoking is not allowed in public areas of the theater by any guest or employee. This applies to dressing rooms, production offices(s) and backstage areas. A designated smoking area is available for guests outside in the alley off Laurel Street.

Ticket Policies

Cancellations
If an event at the Altria Theater has been cancelled, please take the tickets to the place of purchase for a full refund. Tickets charged with a credit card by phone or internets are automatically credited to the purchaser's account. For tickets purchased through a group order, please call the Group Sales Office directly for specific instructions at (804) 592-3401.

Charity Ticket Requests
Interested organizations must provide a letter on official letterhead to the Sales & Marketing Department with a specific show request. Donation requests should be forwarded to the Sales & Marketing Department at 601 E Leigh Street, Richmond, VA 23219. Not all requests can be filled; however, group discounts are available in certain cases.

Child Entry Policy
Children up to 24 months of age who do not occupy a seat may enter the building without a ticket for most events. PLEASE NOTE: Some events will require all attendees regardless of age to present a ticket for entry. Please check the event’s ticket policies at the time of purchase.

Duplicate Tickets
If duplicate tickets (two or more guests holding tickets to the same seat for the same event) are presented, immediately contact an Event Staff member.

Refunds and Exchange Policies
All ticket purchases are final, no refunds or exchanges except in the case of an event cancellation.

Revocable License
Tickets for entry to the Altria Theater are a revocable license and entry may be refused due to inappropriate attire, disorderly conduct, intoxication, etc. Guests who fail to abide by policies, state or federal laws are subject to ejection and arrest.

Ticket Reselling
Guests may not re-sell tickets at any price on Altria Theater’s property. To avoid problems with counterfeit, stolen, void or other invalid tickets, tickets should only be purchased from an authorized provider: Altria Theater Box Office, Richmond CenterStage Box Office, Etix.com or Etix phone center at (800) 514-3849.
 

Exit and Re-Entry

Once patrons have entered the Altria Theater for an event, they are not allowed to leave the facility and re-enter, for security reasons. A designated smoking area will be available during events.

Will Call

Tickets may be picked up at the Altria Theater Box Office anytime during normal business hours. On event days, the Will Call window opens with the Box Office.

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