Venue Policies

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 the percentage of audience capacity. The receivers we distribute most often are the stethoset variety, which includes 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 neck loops, 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.

Captioning
The Altria Theater now offers GalaPro, a new app that expands accessibility services by providing captioning to audiences at performances. The theater is excited to offer this option, free of charge, at all Broadway In Richmond performances beginning in November 2019. Use your own smart phone or small tablet and download the GalaPro app, then follow the instructions to connect to the theater's dedicated GalaPro wi-fi network at the show. A limited number of small tablets are available at 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.

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.

Sensory Inclusive Venue
Kulture City sensory bags containing special KCVIP badges, fidget toys, noise canceling headphones and other resources, are available for checkout (at no cost by leaving an ID) at our Concierge desk located in the Altria Theater Box Office Lobby.

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.

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.

Unless otherwise noted, 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 a shirt be worn at all times in the venue.

The Altria Theater Box Office – by phone or online at altriatheater.com – and etix.com are the only official retail ticket outlets for all performances at the Altria Theater.

Ticket buyers who purchase tickets from a ticket broker or any third party should be aware that the Altria Theater is unable to reprint, replace, or exchange lost or stolen tickets and is unable to contact patrons with information regarding time changes or other pertinent updates regarding the performance. Additionally, we reserve the right to revoke tickets sold by a broker or unauthorized third party. Revoked tickets are not valid for admission and are non-refundable.

To guarantee you are purchasing tickets from a legitimate and official source:

• Go to altriatheater.com or etix.com
• Call us at (800) 514-3849 or, for ADA purchases only, call (804) 592-3368
• Visit the Altria Theater Box Office, located at 6 N. Laurel Street

All guests entering Altria Theater are subject to a reasonable search, including the use of metal detectors, wanding, and bag searches. Altria Theater personnel reserve the right to deny entry of any items that may cause damage to the facility or danger/disruption to an event. 

In the event that prohibited items are revealed during a search, guests will be permitted to return to their vehicles to store the items or will have their items confiscated or disposed of properly. Altria Theater will not safeguard any personal belongings or items of any type. Guests who violate building policies or decline to be searched may be denied entry or ejected from the venue. 

See altriatheater.com/visit/prohibited-items for more information.

Banners and signs are prohibited at Altria Theater.

The Altria Theater Box Office is located at 6 N. Laurel Street, Richmond, VA 23220. To speak with a Ticketing Service Representative, call (800) 514-3849, or visit the Box Office during business hours, Monday - Friday, 10AM - 2PM. For ADA purchases only, call (804) 592-3368.

This location sells tickets to events at Altria Theater and Dominion Energy Center, located at 600 E. Grace Street. The Box Office also serves as the Will Call location on Altria Theater event days, open 2 hours prior to the start time for an event on weekends and open 10AM through the start time of an event on weekdays.

As of July 1, 2022, all transactions at Altria Theater and Dominion Energy Center will be cashless. All major credit cards and debit cards are accepted including Visa, MasterCard, American Express, Discover, and Gift Cards. Service charges apply to all orders.

Our helpful and friendly Ticketing Service Representatives are happy to assist you with your ticket purchases and answer any questions you may have about shows and events, parking, and dining in downtown Richmond.

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.

If an event at Altria Theater has been canceled, please see your original point of purchase for a full refund. Tickets charged with a credit card by phone or internet are automatically credited to the purchaser's account.

Ticket buyers who purchase tickets from a ticket broker or any third party should be aware that the Altria Theater is unable to reprint, replace, or exchange lost or stolen tickets and is unable to contact patrons with information regarding time changes or other pertinent updates regarding the performance.

For tickets purchased through a group order, please call the Group Sales Office directly for specific instructions at (804) 592-3401.

All transactions at Altria Theater are cashless. All major credit cards and debit cards are accepted including Visa, MasterCard, American Express, Discover, and Gift Cards. Service charges apply to all orders.

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, or have a different minimum age requirement. Please check the event’s ticket policies at the time of purchase.

The Altria Theater lobbies open one (1) hour prior to the start of each event unless otherwise noted. Doors to the seating area may not open until 30 minutes prior to the advertised start time of the event.

These times may vary based on the needs of a particular show, or when the lobbies are at capacity. Some patrons may be held outside of the venue if lobby capacities are met.

Etix is the AUTHORIZED TICKET SELLER for Altria Theater.

The Altria Theater Box Office – by phone or online at altriatheater.com – and etix.com are the only official retail ticket outlets for all performances at the Altria Theater.

Ticket buyers who purchase tickets from a ticket broker or any third party should be aware that the Altria Theater is unable to reprint, replace, or exchange lost or stolen tickets and is unable to contact patrons with information regarding time changes or other pertinent updates regarding the performance. Additionally, we reserve the right to revoke tickets sold by a broker or unauthorized third party. Revoked tickets are not valid for admission and are non-refundable.

To guarantee you are purchasing tickets from a legitimate and official source:

• Go to altriatheater.com or etix.com
• Call us at (800) 514-3849 or, for ADA purchases only, call (804) 592-3368
• Visit the Altria Theater Box Office, located at 6 N. Laurel Street

Once patrons have entered Altria Theater for an event, they are not allowed to leave the facility and re-enter, for security reasons. 

Emergency medical personnel are on site for most events. Please contact the nearest Altria Theater staff member, usher, or RMC Security if you are in need of medical attention.

The following behaviors or activities are grounds for eviction from 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, employees, volunteers, or performing artists
• Heckling of any kind
• The throwing of any objects or projectiles in seating areas, on stage, or any other areas
• Other conduct as deemed inappropriate by venue management

Guests who fail to abide by theater policies and state and federal law are subject to ejection from the facility. Any guest who is violating the 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.

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. Altria Theater assumes no liability for the inconvenience.

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 or visit https://www.altriatheater.com/visit/lost-and-found.

Items not claimed after 30 days will be donated to local charities or otherwise disposed.

Lost children will be taken to the Administrative Office located to the right of the Main Entrance. Please contact the nearest Altria Theater staff member, usher, or RMC Security if you have lost a member of your party.

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

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

See 'Cancellation' above for further policy information.

See our list of prohibited items here.

If duplicate tickets (two or more guests holding tickets to the same seat for the same event) are presented, patrons should immediately visit the Box Office for assistance.

Altria Theater is a smoke-free facility. Smoking and/or vaping 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 may be available for guests attending select events. 

Tickets for entry to 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 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, Etix.com. or Etix phone center at (800) 514-3849. 

Will Call tickets may be picked up 2 hours prior to the performance you are attending from the Box Office, located on W. Main Street. Purchaser must present a picture ID when picking up tickets.