Ticket & Performance Policies

Thank you for taking the time to read our ticketing and performance policies. These policies are intended to create a positive experience for all of our patrons. If you have a question about one of our policies, please contact the Box Office to speak to a patron services representative at 519-672-8800 or email boxoffice [at] grandtheatre.com (boxoffice[at]grandtheatre[dot]com)

Ticket Policies

All orders are subject to credit card approval and billing address verification. Please adhere to published ticket limits.

Ticket prices include both HST and a $3 Capital Improvement Fund fee. This fee assists improvement and maintenance of the Grand Theatre’s infrastructure, facilities, and services. The fee is applied to each ticket purchased, and is non-refundable.

A $4 handling fee will be applied to all online and phone orders (this fee is per order, not per ticket). This fee will be waived for any orders completed in-person at the Box Office.

The Grand Theatre reserves the right to change ticket prices at any given time.

Ticket Refunds and Exchanges

There are no refunds issued for single tickets. Patrons may exchange tickets for another remaining performance before 5pm on the day before their scheduled performance. Single ticket buyers will incur a $3 exchange fee. Subscribers may exchange their tickets at no cost. If purchased tickets cannot be used, they may be returned for a tax receipt providing they are cancelled before 5pm on the day of the performance.

Lost Tickets

Misplaced tickets can be reprinted at the box office ahead of your performance with proof of purchase. Please visit the Box Office during regular hours or call ahead at 519-672-8800 before pick-up.

Ticket Delivery

Tickets can be picked up in person or mailed to your address. Tickets purchased online can be delivered as a PDF file attached to an email. Please note, if the performance you will attend is within a few days of the booking date, there may be insufficient time to receive your tickets by mail, and this option will no longer be available.

The Grand Theatre reserves the right to change ticket prices at any given time.

Discounts and Promotions

Occasional discounts and promotional offers on single tickets will not apply to previously purchased tickets.


By purchasing a ticket to a Grand Theatre event, you are consenting to receive Grand Theatre communications (phone, mail, email), unless otherwise requested in your account.

Performance Policies

Late Seating Policy

Patrons who arrive late will be seated at the discretion of the Front of House Manager. Latecomers may not be seated in their assigned seats until an appropriate time in the performance, or intermission. Until they are seated, latecomers may view productions on the monitor screen located in the main lobby.

Show Advisories

Programming, casting, and dates are subject to change.

Any show advisories pertaining to strong subject matter will be posted on our website.

If you have questions about content, age recommendations or stage effects such as lighting or fog, please contact the Box Office at 519-672-8800.

Fragrance Policy

Please be mindful about using fragrances on the day of your performance, as some patrons have severe allergies to scented products.

Recording and Electronic Devices

We request that all electronic devices be turned off for the duration of the performance. If you are concerned about missing an important or emergency call, please leave your name, device, and seat location with the Front of House Manager to alert you if necessary.

No photography or video recording is permitted in the theatre. Please visit our website or social media pages to access photos or videos relating to our productions.

No Babes in Arms

The Grand Theatre welcomes young children to age-appropriate performances, however, please note that babes in arms will not be admitted into the theatre. Please contact the Box Office at 519-672-8800 for more specific age recommendations.


Your attendance and use of a ticket at a Grand Theatre event serves as permission for the use of your image to appear in photographs and videos taken by the Grand Theatre in public areas of the building.