Subscriber FAQs


When will I get my tickets?
All subscription tickets for Mainstage shows are mailed out mid-to-late August. Any subscriptions ordered after this time take 7-10 business days to mail out.

All subscription tickets for Independence Studio on 3 shows are mailed out mid-to-late October. Any subscriptions ordered after this time take 7-10 business days to mail out.

All subscription tickets for Kids Series shows are mailed out early-to-mid November. Any subscriptions ordered after this time take 7-10 business days to mail out.

How do I exchange my tickets?

Only subscribers may exchange tickets for another performance of the same production, subject to availability. Comparable seating cannot be guaranteed. Tickets must be exchanged no later than 24 hours prior to a performance date. Tickets cannot be exchanged on the day of a performance or after a performance has occurred.

To exchange by phone: Call Phone Charge at 215-574- 3550 ext. 2, 10am – 10pm, 7 days a week, starting August 10 and throughout the season. All exchange fees are charged at the time you make your exchange.

Please note: There is a convenience fee of $4.00 per ticket for all telephone exchanges in addition to any applicable upgrade fees (listed below).

To help us provide you with the best possible service, please have your subscriber account number, your current tickets, your preferred exchange dates and a calendar in front of you when you call.

To exchange in person: Bring your tickets to the box office during regular box office hours. There is no convenience fee for exchanges done at the box office; applicable upgrade fees will be charged.

To exchange by mail: Mail your original tickets with a note including your name, subscriber account number, a first AND second choice performance date to be exchanged into and a daytime telephone number (where we can reach you if we have questions). Please be sure to include a method of payment for any applicable upgrade fees. If you would like your new tickets mailed to you, please enclose a self-addressed, stamped envelope and allow 10 days prior to your performance date for processing. If you would like you rnew tickets held at the box office, please allow 7 days for processing.

Mail your original tickets and information to:
Walnut Street Theatre
ATTN: Ticket Exchange
825 Walnut Street
Philadelphia, PA 19107

Exchange Upgrade Fees: There are NO exchange fees if you exchange your tickets for the same section and same series at the box office, subject to availability. This is a FREE service for our subscribers only.

Please note: The actual discounted price you paid per show is printed on your ticket. If you exchange tickets into a different performance that is higher priced, your exchange upgrade fee will be only the difference in the price. Review the dates on the schedule in this handbook. The last two columns will show your discount subscription price. Senior/Youth Discount and College Discount are not valid for any Friday or Saturday Evenings or Sunday Matinees.

Once you have exchanged your original tickets, they are immediately resold to someone else. The barcode on your original ticket becomes invalid and you will be issued new tickets with a valid barcode. Please do not arrive at the theatre on your original performance date after doing a ticket exchange; your original seats will not be available. Replacement tickets with a valid barcode are honored over original tickets that you exchanged.

Can I get extra tickets near my season seats?
Thank you for wanting to share Walnut Street Theatre's productions with your family and friends! Because we have over 50,000 subscribers it is not always possible to purchase additional tickets near your assigned subscription seats. However, one of the best ways to make sure you are seated with additional seats for a particular show is to exchange your subscription tickets into a performance that has larger groupings of available seats. For example, if you have two subscription seats and wish to bring two friends to Mel Brooks' The Producers, ask a ticket sales representative to look for a performance of Mel Brooks' The Producers that has four seats together available for sale; you can then exchange your two seats into that performance and purchase the additional two seats.

Can I get a refund if I can't make my performance?
There are no refunds for missed performances. If you will be unable to attend your scheduled performance or believe inclement weather may prevent you from attending your scheduled performance, please be sure to exchange your tickets at least 24 hours in advance (see “How do I exchange my tickets?” for more information). Your tickets are void and cannot be exchanged once your performance has occurred.

If you will be unable to use or exchange your tickets, you may return them to the theatre as a tax-deductible donation. To donate your tickets, call Subscriber Services at 215-574-3550, ext. 6 by noon of the day of your performance; on Saturday or Sunday, call 215-574-3550 ext. 1; or mail your tickets 10 days prior to your performance to Subscriber Services, Walnut Street Theatre, 825 Walnut Street, Philadelphia, PA 19107. We will issue a written acknowledgement of your contribution equal to the value of your subscription ticket price.

What should I do if I've misplaced my tickets?
If you lose or misplace your tickets, please call Subscriber Services at 215-574-3550 ext. 6 before your performance date and we will be happy to provide replacements. Replacement tickets will be mailed to you or held at the box office. On Saturdays or Sundays, please call 215-574-3550 ext. 1 to arrange a replacement.

What are the Box Office hours?
Monday: 10am - 6pm
Tuesday - Saturday: 10am - 6pm on non performance dates; 10am – intermission on performance dates.
Sunday: Closed on non-performance dates; 12pm - intermission on performance dates.
Please note, the box office staff cannot sell tickets to future performances or exchange tickets during the 30 minutes prior to a performance. The box office is available for all services during intermission. To avoid standing in line to exchange tickets, we suggest that you visit us during non-performance hours or take advantage of our convenient mail or phone exchange services.

How early can I pick up my tickets at Will Call?
You may pick up your tickets any time that is convenient for you during box office hours. The box office is open Monday–Saturday beginning at 10am, and on Sunday show days beginning at 12pm. To avoid waiting in line, we suggest you pick up your tickets at least one hour prior to your performance.

When does the lobby open for a performance?
The lobby is open one hour prior to each performance. You are welcome to visit our lobby bars or Barrymore's Café during this time.

Where is convenient parking located?
View our parking locations map.

Are there elevators in the theatres?
Yes there is an elevator up to the mezzanine level and the Independence Studio on 3.

Is there a lost and found at the theatre?
Yes. If you misplace an item at the theatre, feel free to call 215-574-3550, ext. 1 and inquire if it has been found. Lost items are kept by the theatre for the remainder of the season.

How do I change my address or email address?
You can update your information by contacting the Subscriber Services office at 215-574-3550 ext. 6, Monday – Friday, from 10am – 4pm. You can also use your subscriber account number and password to access your subscription account online.

What if I am late for the show?
The theatre is open 60 minutes prior to each Mainstage performance. Please allow ample time for driving, dining, and parking when attending your performance. Latecomers will be seated at the discretion of management in order to prevent a disruption of performance already in progress. In most cases, if you are late you will be asked to sit in the first available seat until intermission. After intermission, latecomers can claim their original seats. Please arrive on time.

How should I dress to come to the Walnut?
We have no formal dress code, but semi-casual attire is suggested.

Can I bring my camera?
The taking of photographs or the use of any recording devices is strictly prohibited by law.

Does my young child need a ticket for the show?
Yes. Every person attending a show at the Walnut must have a ticket. Our productions are not recommended for children under 3 years old.