FAQS

GENERAL INFOFAQ | DIRECTIONS & PARKING |  LODGING | HISTORY | TECH INFO

(updated 4.15.22)

HEALTH AND SAFETY

WHAT IS THE ORPHEUM’S CURRENT POLICY REGARDING COVID-19?

Our venue will continue to ensure we are meeting or exceeding the latest guidelines from local government and public health officials as regulations continue to evolve. Please be sure to check the specific event page for the latest entry requirement details ahead of arriving to the venue for your show. Ticket purchasers will also receive direct emails with important information leading up to the show. Please note that requirements and venue protocols (such as masking, testing and vaccination) are subject to change, so be sure to check back closer to your event date for the latest information.

BOX OFFICE  TICKETS

HOW CAN I BUY TICKETS IN PERSON WITHOUT SERVICE FEES?

You can purchase tickets for shows at The Sylvee, Majestic Theatre, High Noon Saloon, and Orpheum Theater in person at The Sylvee box office during the below hours.  A $2 per ticket fee may still apply for tickets purchased in person at The Sylvee box office.

THE SYLVEE BOX OFFICE HOURS
Wednesday, Friday, and Saturdays: 10AM – 3PM
+ Event days 2 hours prior to showtime – headlining act goes on stage

COLISEUM BOX OFFICE HOURS
Fridays: 10AM – 3PM
+ Event days 2 hours prior to showtime – headlining act goes on stage

WHAT’S THE DEAL WITH MOBILE AND DIGITAL TICKETS? AM I STILL ABLE TO GET A PHYSICAL TICKET?

We are moving towards strictly digital tickets along with a lot of the music industry.

Each digital ticket will have a scannable barcode that can also be added to your smartphone’s wallet in advance so you don’t have to worry about poor cell service. NOTE: Your barcode includes technology to protect it, so you won’t be able to use screenshots or print outs. A short video tutorial can be found here

CAN I PURCHASE TICKETS AT THE BOX OFFICE DURING THE PRESALE WITH THE CODE?

Presales that happen before the general onsale are available online only.

DO YOU HAVE ADA AREAS / SELL ADA TICKETS?

Yes.  Accessible seating is available online through Ticketmaster by clicking the ADA filter on the ticket page or at The Sylvee Box Office.  If you need assistance you can call our box office at 608-709-8157 or email info@thesylvee.com.  Please find venue staff if you need assistance day of show.

MY TICKETS ARE AT WILL CALL, WHAT SHOULD I BRING TO PICK THEM UP?

All guests picking up tickets at Will Call must show a photo ID, credit card used to purchase the tickets, and ticket confirmation number. Will Call tickets can only be picked up the night of the event.

MY FRIEND HAS TICKETS AT WILL CALL, BUT CAN’T MAKE IT. CAN I PICK UP THEIR TICKETS?

We are only allowed to distribute tickets to the ticket purchaser or winner directly. The box office cannot transfer the names on tickets purchased through third party sites, tickets won through giveaways, or any names on a guest list. To transfer a name on any of these orders please log into your Ticketmaster app or contact the point of purchase directly.

I PURCHASED VIP TICKETS THAT INCLUDE EARLY ENTRY.  WHAT TIME SHOULD I ARRIVE?

Generally, artists have a team that handles their VIP program and will send out the timeline of events the week of the show.  If you feel you didn’t receive this email please check your purchase confirmation email for a customer service contact to get more info.

WHAT ARE PLATINUM TICKETS?

Platinum Tickets are tickets that are dynamically priced up and down based on demand.  Platinum Tickets are not part of VIP packages – they are tickets only.

I THINK I’M ON THE GUEST LIST?

Artist guest lists are usually at the box office about a half hour before doors open on the day of the show. To redeem your tickets, please present your valid Photo ID. To avoid any confusion, we recommend double checking with your contact the day before the show to eliminate any miscommunication the night of.

CAN I REFUND MY TICKETS?

All ticket sales are final. Tickets will only be refunded if an event is canceled. Show times and support acts are subject to change without notice. In the event that a show is canceled, refunds are available at the point of purchase. For online purchases, refunds will be issued automatically to the card on which the tickets were purchased.

I WANT TO BRING MY CHILD TO A SHOW.  DO THEY NEED A TICKET?

Our policy is children age 2 and under in arms do not need a ticket. Occasionally specific shows might have their individual policies which would supersede our venue policy.  These instances would be indicated on the ticket link.  We also strongly recommend a form of protective ear covers to protect your kiddo’s sensitive ears. If you have any further questions on this, please contact info@thesylvee.com.

I HAVE A SPECIFIC QUESTION ABOUT MY TICKET – WHO CAN I CONTACT?

For specific ticking needs (ie transfers, lost receipts, to purchase ADA tickets, etc) please contact our box office during their business hours at 608-709-8157 or email info@thesylvee.com.

I SEE TICKETS FOR SALE ON THIS WEIRD WEBSITE. WILL THOSE WORK?

The only authorized source for online ticket sales is Ticketmaster.com which can be accessed through our website. Any other website, secondary ticket agency, or ticket broker is not a verified ticketing agent. Tickets purchased from an unauthorized website may be counterfeit, stolen, or otherwise void and may not be valid for admission to the event.

 

GIFT CARDSMERCH

DO YOU SELL GIFT CARDS? WHAT CAN I USE MY GIFT CARD FOR?

You can purchase gift cards in person at our box office during their business hours or on our website’s
Merch Store.

Gift cards are redeemable in person at the box office for concert tickets to shows at all of our venues in town – The Sylvee, Majestic Theatre, and High Noon Saloon. You can also use them for beverages and venue merch at the show.

 

PLANNING YOUR VISIT

WHAT BASIC INFORMATION SHOULD I BE AWARE OF BEFORE COMING INTO THE VENUE?

Please arrive early to the venue to allow enough time for you and your guests to move through the queue and enter the venue.
Prior to entering the venue, guests will be searched (wand or walk through metal detection and/or pat-downs) to ensure that none of the restricted items enters the building.
We suggest you leave valuable and unnecessary items at home.
You may be asked to empty your pockets of all items so that they can be examined.
All alcohol and narcotic laws will be strictly enforced.
We reserve the right to refuse entry to anyone. If you see something that concerns you, please say something to our management or security so we can ensure the best experience possible.

CAN I BRING MY BAG TO THE SHOW?

Small personal clutches / purses / fanny packs (max size 12″x 6″) or clear plastic / vinyl / PVC bags (max size 12″ x 12″ x 6″) are the only carry-in bags that are allowed.  We encourage you to pack light with only the necessities to make the entry process as smooth as possible.  Exceptions will be made for necessary medical equipment and bags for nursing mothers.

WHAT FORMS OF PAYMENT DO YOU ACCEPT?

We are a cashless facility meaning that we are unable to accept cash as a form of payment. 

  • Our Box Office, Coat Check, and Venue Merch will only accept credit and debit. 
  • Our Bars will only accept credit, debit, Apple Pay, and Google Pay. 

Please note that artist merchandise sales are separate and may still accept cash. 

WHAT TIME DO DOORS OPEN?

As a general rule, doors open for the show an hour and a half before the advertised show time. Occasionally an artist will need extra time for set-up and sound check, and this could briefly delay the time we open the doors. Please check the event listing for door times for each specific show.

WHAT IS NOT ALLOWED IN THE VENUE?

No guns, knives, weapons, pepper spray, projectiles of any kind, or any other item that could be used to inflict harm.
No replica weapons.
No drugs, drug paraphernalia or illegal substances of any kind.
No outside food or drinks – cans, bottles or coolers.  This also includes empty water bottles.
No personal video cameras, Go-Pros, selfie sticks, drones, masks or laser pointers.
No professional audio, video, or audio recording equipment – (including detachable lenses, tripods, zooms or commercial use rigs)
No unsealed liquids or gels of any kind.
No jewelry or clothing that could inflict harm.
No large bags over (10″ x 10″), backpacks, Camelbacks or Bota bags.
No stuffed animals, toys, lawn furniture, fireworks, or umbrellas.
This list of prohibited items is not inclusive and subject to change at the discretion of venue management and security.

Zero Tolerance for Drug Use or Possession
The use or possession of any illegal drugs will not be tolerated anywhere inside or outside the venue and will be cause for ejection without refund.

CAN I BRING A CAMERA TO THE SHOW?

Patrons are allowed to bring in a SMALL personal camera. Professional cameras, or anything with a detachable lens is not allowed without a photo pass from the artist. Please note that permission to take photos is at the discretion of the artist. Video recording is not permitted. Cell phone usage and any photography is strictly prohibited at all comedy performances.

CAN I SMOKE / VAPE IN THE VENUE?

No, smoking / vaping is not permitted in the venue; however, a designated smoking section is available outside.

WHERE ARE YOU LOCATED?

The Orpheum is located in downtown Madison, WI at 216 State Street. We are just a couple minutes walk from Capitol Square

WHERE CAN I PARK?

There is a parking garage directly behind our building with entrances on W. Johnson, N. Carroll, and W. Dayton Streets.  You can visit the City of Madison Parking Utility website for a list of all downtown parking garages and lots.

ARE YOUR SHOWS ASSIGNED SEATING?

Seating varies by show, but in general a majority of our shows are reserved seating.  Some shows may be general admission with a standing room pit in front of the stage.  Please see the ticketing site for the specific show for more information.

DO YOU HAVE A COAT CHECK?

No, there is not a coat check.

CAN I BRING A POSTER TUBE IN THE VENUE?

Yes.

DO YOU HAVE AN AGE RESTRICTION?

Most of our performances are all ages, unless otherwise noted. Please check our calendar or call the box office for age restrictions on specific performances.

IS THERE AN ATM AVAILABLE?

Yes!

DO YOU HAVE A LOST AND FOUND?

If you left an item at The Orpheum please call our box office at 608-709-8157 during their business hours and they can check to see if it was turned in.  Items are kept in the venue for 2 weeks after the event and then donated to local charity.

DO YOU SERVE FOOD?

No, we do not, but there are several restaurants very close by on State Street and around the Capitol Square.

IF I LEAVE CAN I COME BACK IN?

Re-entry is not permitted.

SAFETY AND MEDICAL

The Orpheum is dedicated to providing a safe environment. Public and private security will be present throughout the entire event. The Security Staff will be available to assist your needs including any medical requests.

 

RENTING THE ORPHEUM

IS THE ORPHEUM AVAILABLE FOR SPECIAL EVENTS?

Yes, we would love to host your event! Wedding receptions, high school proms, business events, holiday parties – you name it! The Orpheum is a beautiful space for many special occasions. Please visit our Venue Rental Page for more information.

 

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