What happens if I lose my ticket?

If you lose your tickets or in the event that they have not arrived by email, you can contact the Box Office and we can resend them to you. Tickets can be reprinted at any time, including on the day of the performance.

What if I can’t make it to the show? Can I get a refund or exchange my tickets for another date?

If you cannot make the performance you can exchange your tickets for another performance or if you cannot reschedule a refund will be made to your original payment method.

My ticket is $0, is it any different from the $10 or $60 ticket?

No. All tickets are treated the same at Factory regardless of the price point they’ve been purchased at. Our new sliding scale ticket model allows audiences to select whichever price point they’re comfortable with to experience theatre at Factory.

I paid the highest price point for my ticket, can I get a charitable tax receipt?

No. Our tickets are not tax deductible.

Can I give my ticket to someone else?

Tickets to Factory productions are non-transferable. If you can no longer make the performance, please get in touch with our Box Office staff to arrange for an exchange or a refund.

At the Theatre

How early must I arrive?

Due to the extra time needed for COVID health and safety measures, we ask that you show up at least 15 minutes before the start of the performance. If you want to show up earlier, patrons will be let into the theatre to find and save their seats starting 30 minutes before the performance.

Are seats assigned?

Unless otherwise indicated, all Factory productions are General Admission.

Where do I pick up my tickets?

If you selected Will Call on your order, your tickets will be available for pick up at the Factory Theatre Box Office approx. 2 hours prior to the show.

If you selected E-Tickets, please ensure to either print off your tickets or be ready to show them on a mobile device.

Why can’t I be seated late?

Unfortunately, no latecomers will be admitted to our theatre. Seating latecomers can be both disruptive to the actors and to the other patrons. We please ask that you arrive on time for the start of the show.

Can I tweet, text, and take pictures during the show?

No photography or video is permitted inside the theatre. We ask that once you take your seat to ensure your mobile device and other noise-making electronics are turned OFF.

Can I bring my own food or drink?

In accordance with Factory’s COVID-19 safety protocols, food and drink is not permitted inside the theatre or in our lobby bar area for the time being.

Can we come backstage after the show and meet the cast?

Unfortunately not. However, there are many other options available to take a behind the scenes look at Factory’s productions. Please contact our Box Office staff for more information on post-show discussions with our casts and other immersive opportunities.

Are your theatres wheelchair accessible?

Yes. Our Mainspace Theatre (which is accessed via our lobby elevator) is able to accommodate up to 4 wheelchairs. Our Studio Theatre is able to accommodate up to 6 wheelchairs. Please advise the Box Office representative when ordering your tickets if you, or a member of your party, has concerns about accessibility. You can also find more information about accessing our theatre spaces here.