Frequently Asked Questions

Welcome to the Susan and Phil Hammer Theatre Center! Our goal is for every person to enjoy an outstanding experience. Below are answers to frequently asked questions.

PLANNING YOUR VISIT:

When is the Box Office open?

  • Our Box Office is open Tuesday–Friday, 1–5 pm, plus 30 minutes before most events.

 

When should I get there?

  • All events at the Hammer Theatre are anticipated to begin promptly on time. Please arrive at least 30 minutes prior to the start of the performance.

 

When can I enter the theatre?

  • Usually, doors into the building will open 1 hour prior to the performance start time, and doors into the theatre will open 30 minutes prior.

 

Will I still be able to purchase tickets/see the show if I am late?

  • We strive to begin our performances on time. To avoid disturbing both the actors and other patrons, late seating is at the discretion of the House Manager. You may be asked to wait in the lobby or in alternative seating. Late seating after curtain time could be as late as intermission. For sold-out shows, you may want to contact the Box Office if tickets are still available. We encourage patrons to arrive at the theatre early.

 

Is food allowed inside the theatre?

  • Concessions are available for purchase at most performances. Items purchased at our concessions counter may be enjoyed inside the auditorium. Outside food and beverages are only allowed in the lobby area. Water bottles with secure lids are always allowed inside.

 

Are there booster seats available?

  • Yes. If you or a family member have difficulty seeing above taller patrons seated in front of you, there are booster seats available on a first-come, first-served basis. Ask an Usher or House Manager for assistance.

 

Will event programs be available?

  • Program availability can vary by the specific show or event. While many events provide a program, it’s not guaranteed. When they are available, you will most often find one of the following formats:

 

    • Printed Copy: A traditional physical program handed out near the entrance or from an usher.
    • Digital Version: Increasingly common, many events are opting for a digital program that can be accessed by scanning a QR code with your mobile device, displayed prominently at the venue.
The dark blue structure of the front of hammer theatre, a light post placed in front. In the right corner is an icon of theatre masks
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TICKETING:

How is the ticketing be handled?

  • In-person sales are processed with credit cards, Apple Pay, and cash.

 

  • Tickets purchased online are delivered via email (no printed tickets). Tickets purchased at the box office the day of the event are printed.

 

  • Contact information is collected for all ticket transactions to help with possible future contact tracing.

 

  • The refund and exchange policy has been expanded to be more flexible—contact the Box Office for assistance if you feel unwell.

 

Are there extra charges to buy tickets online?

  • There are no additional fees when purchasing tickets online. However, all tickets purchased either online, at the Box Office window, or over the phone have a 10% service fee and a $2 Capital Fund Fee, which goes right back into upkeep of the beautiful facility. Tickets can be purchased online here.

 

Are there any student or group discounts?

  • Group Ticket Discounts, SJSU student discounts, and other special discounts may be offered for some performances; inquire at the Box Office for more information.

 

Do my children need thier own ticket?

  • All patrons, regardless of age, must have a ticket to enter the theater, by order of the Fire Marshal. LAP PASSES for young children are sometimes available for certain performances. You must purchase either a lap pass or a full ticket for them to enter the theatre. Inquire at Box Office for additional information.

 

  • Although the Hammer Theatre often presents family shows geared toward children of all ages, we do not recommend live theatre for infants or toddlers.

 

Can I get my ticket refunded if I can’t attend?

  • Unless told otherwise by a Hammer staff member, consider all sales final, no refunds or exchanges.

 

Can I exchange my ticket?

  • Exchange policies vary and are set by the presenter of each event.

 

Will Will-Call services be available?

  • Will-Call services are no longer offered.

 

Will I be able to choose my seat?

  • Seating assignments are determined for each event and are either Assigned Seating, which allows you to choose your seat location at the time of purchase, or General Admission, with seating determined upon arrival, first-come, first-served.

 

Will there be staff/volunteers to help me find my seat?

  • Ushers will be available at auditorium doors to guide patrons, assist, and enforce protocols.

CLEANING & HEALTH SAFETY:

COVID-19

  • Face masks are encouraged but not required

 

  • Proof of vaccination is NOT required

 

Touchless Features

  • Hammer Theatre only uses mobile tickets.

 

  • All Box Office and concessions transactions provide a tap-to-pay option.

 

Cleaning Standards

  • Hand sanitizer stations and masks are available at all entry and exit points (doors, elevators, etc)

 

  • Auditoriums are cleaned and sanitized following every performance.

 

  • Hammer staff performs ongoing spot cleaning on high-touch surfaces.

 

  • The building is cleaned and sanitized every night.

 

  • Please stay home if you don’t feel well and cannot attribute symptoms to another known cause, such as allergies or a pre-existing condition. We are happy to exchange or refund your tickets due to illness.

 

SAFETY PROTOCOLS ARE SUBJECT TO CHANGE

ACCORDING TO PUBLIC HEALTH ORDERS.

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