In Wonderland FAQ Page
Frequently Asked Questions (FAQ)
How early should I arrive for my show or event?
Doors are typically opened 1 hour prior to each event and we recommend that you do not arrive earlier than this time. As your event gets closer, we will email you with more detail about what you can expect when you arrive, so make sure to keep an eye on your inbox and feel free to contact our Box Office with any questions.
Where do I park and how much does it cost?
City of Richmond pay parking lot at Gateway Theatre
Cost: $2.75 per hour
$5.50 per 3 hours for Gateway Theatre patrons
Select the Gateway Theatre option on the parking meter
FREE from 9pm to 7am
Cash & Credit Cards Accepted
How do I get to Gateway via transit?
Canada Line: Richmond-Brighouse Station
Bus: 401 & 407
For specific directions, visit Translink's trip planning website.
Can I buy tickets in person?
Yes! Our Box Office is now open for in person purchases and the hours of operation are Monday to Saturday, 12pm – 5pm. Please note that we do not accept cash payments, so make sure you have your debit or credit card handy.
You can also contact our Box Office team by emailing firstname.lastname@example.org or calling 604.270.1812.
Will tickets be made available day-of?
Advance tickets are available for purchase online via this website.
If there are any remaining tickets, they will be made available for purchase at the door prior to each performance of In Wonderland.
I'm a past subscriber, can I book my favourite seats?
To accommodate reduced capacity and safe distancing between groups in the theatre, the seat you usually sit in may be unavailable. Please purchase tickets as soon as you are able to choose seats from the largest selection available.
I bought tickets online, how do I receive my tickets?
If you indicated that you would like to have your tickets mailed to you we will have them in the post within 1-2 business days – please note that we do not mail tickets within 14 days of an event.
Alternatively, you can pick your tickets up in person at our Box Office.
Can I exchange my tickets for a different date?
Requests for ticket exchanges will be received up to 48 hours prior to the event or performance you have tickets for.
Do you provide refunds?
If you have purchased tickets to an in person event but are no longer able to attend due to illness you can request a full refund, provided you contact us at least two hours prior to your event.
For more information on refunds please contact our Box Office via email@example.com or 604.270.1812.
Can I purchase a ticket as a gift?
We’re not currently able to offer gift passes for purchase, but you can certainly purchase some tickets on behalf of someone else. Get in touch with our Box Office team and we’ll get your gift purchase sorted!
What if I lose my tickets?
In some cases, tickets to reserved seating events can be reissued. If you need some help with lost tickets, please contact our Box Office for assistance.
Do you have a group price?
You bet! We have discount rates available for groups of 6 or more. Unfortunately, these aren’t available online, so you’ll need to contact our Box Office to place your group booking.
Can I bring children?
Absolutely! Children of all ages are welcome to attend, provided you have purchased a ticket for them. However, you should use your discretion as all children must be able to sit through the show or event without disturbing performers or patrons and some of our programming might not be suitable for your child.
If you’re looking for some guidance around whether to bring your child, please reach out to our Box Office via firstname.lastname@example.org or 604.270.1812.
What if I arrive after the performance or event has started?
If you have tickets to an event in our Mainstage theatre we will do our best to get you seated at the soonest opportunity but, in order to make sure we don’t disrupt the event, we may need to seat you at the back of the theatre.
Do you have accessible seating?
Yes. Our Mainstage theatre features 8 wheelchair accessible seats and these can be booked using our online ticketing system or by contacting our Box Office.
If you have any accessibility needs you’d like to bring to our attention, please contact our Box Office via email@example.com or 604.270.1812.
How do I find my seat?
Once you arrive, our team of Front of House staff and volunteer ushers will guide you to your seat.
Will refreshments or snacks be available?
As part of our COVID safety precautions, the concession will remain closed for the time being and we will not have any food or refreshments available for purchase.