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Frequently Asked Questions

If you don’t see an answer to your question in our FAQs, please contact us.

Show Night

What time should we arrive?

The Genesee Theatre opens approximately 90 minutes prior to all performances. The Box Office is open two hours prior to every performance in addition to our regular hours.

What is the bag policy?

Backpacks and bags larger than 12" x 6" x 12" are not permitted in the auditorium. All bags are subject to search.

What is the smoking/vaping policy?

Smoking, vaping, and electronic smoking are not allowed inside any part of The Genesee Theatre.

What can’t we bring inside Genesee Theatre?

Weapons, laser pens, signs, banners, oversized bags, outside food and beverages are prohibited.

When attending a performance, please turn off all cell phones, pagers, and beeping watches.

Is food and beverage offered?

Full bar service and packaged snacks are available in our lounges. We do not serve hot food.

What is the photo policy?

Photos may be taken inside the lobby areas of The Genesee Theatre; however, cameras and recording devices are not permitted inside the auditorium unless specified by production. Professional cameras and recording devices are not permitted inside the theatre without a Press Pass. For press inquiries, please contact


Beside the Box Office, where can I order tickets?

Tickets for the Genesee Theatre are available at all Ticketmaster sources, including online at and by calling The Genesee Theatre Box Office. Additional fees may apply.

Online Ordering:

Ticketmaster is our only authorized online ticket seller. Visit our Upcoming Events page and click on the show of your choice for a show description. If the show is on sale, a “Buy Tickets” icon link will appear—click it to order tickets through Ticketmaster. Tickets can be ordered 24 hours a day, 7 days a week. Additional Fees/Service Charges may apply.

Note: Tickets purchased from third-party sites like Vivid Seats and Seat Geek cannot be verified by The Genesee Theatre Box Office. We are unable to assist with issues with these transactions. 


Tickets can be purchased by calling The Genesee Theatre Box Office at 847-263-6300 during Box Office hours listed above. Additional fees/Service charges may apply. 

What is the best way to avoid additional fees when ordering tickets?

The least expensive way to order tickets for Genesee Theatre events is to order in person from the ticket office. 

Can we turn in our tickets for resale?

The ticket office is not permitted to refund, resell or exchange tickets. All sales are final. Exceptions are made for canceled and rescheduled shows.

Do I need to purchase a ticket for my infant or child?

Unless otherwise stated, everyone, regardless of age, must have a ticket to be admitted into the theatre. Children aged 2 years and younger are not permitted into the theatre unless attending a show intended for children. If you have questions regarding the age appropriateness of any show, please call the Box Office at 847-263-6300. 

What options do you have for accessible seating or ADA guests?

Accessible seating is available on each price level. Tickets for these areas can be purchased through the box office and must be requested at the time of purchase to guarantee availability. It is the policy of the Genesee that only one attendant may accompany the guest requiring seating in the designated, accessible area. Other members of that party must sit in an adjacent area.

Guests may be dropped off at the Clayton Street entrance.

An elevator is available for easy access to the balcony.

Please call the Box Office at (847) 263-6300 to discuss your needs. 


What should I do if a show I have tickets for is canceled?

Refunds are available at the point of purchase. If your tickets were purchased on Ticketmaster, refunds will be automatically issued. Additional assistance is available at the Box Office.

Note: Ticketmaster is our only verified online seller. Tickets purchased from third-party sites like Vivid Seats and Seat Geek cannot be verified by The Genesee Theatre Box Office. We are unable to assist with issues with these transactions. 

What is the refund policy?

All sales at The Genesee Theatre are final. Exceptions are made for Canceled and Rescheduled shows. 

1) I have a ticket to a show that has been rescheduled. What should I do?

Please hold on to your ticket until the new date is announced. If your show has been rescheduled and you can attend the new date, no action is required. Your ticket will automatically transfer.

If you would like to request a refund, please contact the point of purchase. You have 90 days after the new date is announced OR two weeks prior to the new show date (whichever is sooner) to request your refund.

If you purchased your ticket anywhere other than The Genesee Box Office or Ticketmaster, please contact the point of purchase regarding their refund policy. 

2) How will I know when my show is rescheduled?

Ticket holders are sent a notification via e-mail. Updates are also posted on our website and social pages. Follow us on Facebook and visit to receive our e-mails.

3) I bought my ticket on or Ticketmaster. How do I request a refund?

Tickets purchased through the Genesee website are Ticketmaster purchases. The most efficient way to request a refund for a rescheduled show is through the Ticketmaster app. On the bottom of the “My Tickets” page you will see an option to “Request a Refund.” You will receive a refund to the original method of payment within 30 days.

4) I am not the original buyer of my tickets. How do I request a refund?

If tickets were transferred to you from the original buyer, the tickets will need to be transferred back to the original buyer for the refund to be processed.

More information is available here:

5) I bought my ticket through Stubhub, Vividseats, or a similar resale site. Do I still get a refund?

Please contact the point of purchase directly regarding their refund policy. We are unable to assist with these purchases as these sites are not directly affiliated with the Genesee Theatre.

5) I still have questions. Who should I contact?

If you have a question or comment, please contact If you have a ticket issue that is not addressed on this page, please write to  or call 847-263-6300.


What is a presale? Tickets are on sale now but I cannot buy. Why not?

Presales allow our subscribers the opportunity to purchase tickets before they go on sale to the general public. In order to participate, a special code is required. To sign up for our pre-sale list, click here.

Gift Certificates

Do you sell gift certificates?

Gift certificates are available by calling or visiting the Box Office. Gift certificates can be mailed to you; however, the recipient will need to redeem the certificates in person.


Can I schedule a tour of the Genesee Theatre?

Tours are available by appointment. Call to reserve space as group size is limited. To schedule a tour, please call 847-782-2366 or email


Friends of The Genesee

We donated/bought naming rights to a seat, how do we find it?

Guests interested in finding out where their sponsored seat is located, please call 847-782-2366 or email the Friends of the Genesee Theatre.