2019-2020 Season Ticket Orders

1) What is the quickest way to request a refund, exchange, or donation?

The quickest way to request a refund, exchange or donation is to email customer service at bostaff@vastage.org or call the Box Office team at 757.627.1234 with the full name of the person who purchased the tickets as well as notating how you would like them to be processed.

2) I have changed my mind on what I would like to do with my tickets, what can I do?

If you have already reached out to us and we have refunded or donated your tickets, we are unable to change that request at this time. However, if you asked us to put your money towards a credit toward next season, we are able to adjust that to either be a refund or a donation.

3) What happens if I requested an exchange for the 2020-21 season and my requested performance is canceled or adjusted?

If anything in the new season is canceled, our Box Office team will reach out to discuss your options. Most customers decide to exchange into another performance or donate their tickets, and of course we will refund your tickets if nothing else works out in your schedule.

4) Are you rescheduling this season's postponed shows?

We are examining how we can integrate The Hobbit and Cat on a Hot Tin Roof in our upcoming programming. We will update you as more information is confirmed.

5) Is there a deadline for requesting a refund, donation, or exchange for a cancelled concert?

We are asking that all customers reach out to us as soon as possible to ensure the needs of our customers are met. Please connect with us by or before June 30th.

6) Did you get my request for a refund, exchange, or donation?

During a busy week, it may take a few days to receive a confirmation from the Box Office. You will receive a phone call or email from them when your request has been processed.

7) I filled out the online form, but I did not get a confirmation, did you get my request for a refund, donation, or exchange? 

The online google form that we provided unfortunately doesn’t automatically send a confirmation of your request back to you, but once processed we will confirm directly. If you still haven’t heard from us you can let us know by emailing bostaff@vastage.org and we can look into the status of your order.

8) Will I be contacted when my refund, donation, or exchange is processed? 

Yes, we will be emailing you if we have an email on file with a confirmation. Please reach out to us directly if you want to check in on the status of your tickets.

Memberships 

1) I mailed my membership renewal, did you receive it? 

Yes – a staff member has been checking our mail periodically and we are processing these as they are received. If you haven’t received your subscription confirmation, please let us know and we can take care of your order. 

2) Can I get a refund for my 2020-21 membership? 

We are planning on presenting our season, so we aren’t granting refunds at this time for anything that hasn’t been cancelled. If this changes, we will of course be reaching out directly through email and refunds will be an option for any performances affected. 

3) What is the deadline for membership renewals? 

Currently we are asking all customers that would like to renew their membership to please do so by June 30, 2020. We have extended our initial deadline by five weeks from the original date of May 20, 2020. If you are unable to resubscribe by that time, we will do our best to seat you as close as possible to your original seats. 

4) Has the membership renewal date been extended? 

Yes, due to the circumstances we've extended the renewal date to June 30, 2020. 

5) What if I want to keep my seats but don’t want to renew my membership this year? 

If you are unable to attend this upcoming season but would like to keep your fixed seat for the 2021-22 season, we will do our best to reseat you as close as possible to your original seats.

 

2020-2021 Season Productions & Tickets 

1) Will there be changes to the 2020-21 season? 

We are currently reviewing the season and will connect with you shortly. 

2) Will there be a 2020-21 season? 

Yes, we are currently planning on presenting our 2020-21 season. There is a possibility there will be slight alterations to the season depending on what government recommendations are as we get closer to the fall. 

3) Will the 2020-21 season start on time? 

We are currently reviewing the season and will connect with you shortly. If there are any changes to that and you have purchased tickets, we will be contacting you by email and our website will also have the latest updates. 

4) When will season tickets be on sale?

They are on sale now! Contact our Box Office to purchase your membership today.

 

Social Distancing/Safety 

1) What social distancing practices will VSC implement for public safety for the 2020-2021 season? 

We remain in close contact with the State and City Departments of Health. The health, safety and comfort of our patrons, staff and visiting artists are our top priority. We are consulting experts in the field of public health and safety as well as infectious diseases experts to develop a comprehensive plan adhering to CDC guidelines for reopening. 

2) Will the seating for the upcoming season be changed?

Possibly, if social distancing precautions are still in effect when we open, we will adjust any tickets and seats to reflect those recommendations. If you are affected by these seat adjustments, we will communicate this change with you. Any updates on this specifically will be communicated as we learn more. 

We will do our best to keep the seats that you love for your subscribed performances and regret if we have to make changes that aren’t satisfactory to you. We are not at a place yet where we know what specifically we will be implementing but we need to consider the public health of all visitors to the Wells Theatre.

 

General Questions 

1) Where are you? 

The VSC staff is working remotely at this time and taking calls and answering customer service requests from home. This may cause some delays in answering your requests and we appreciate your patience as we navigate this difficult time.

2) Is the Box Office open? 

The physical box office is not open at this time and will be closed until we reopen at a later date when it is safe for our customers. Our team is still available during our regular Box Office hours through email and phone.

3) Why aren't you answering my calls? 

Customer service has limited staff at this time, if you call us during regular business hours (Monday through Friday from 10AM to 5PM) please leave a message and we will be sure to get back in touch with you as soon as possible. The quickest way to let us know what to do with your tickets is to email us directly at bostaff@vastage.org. 

4) Why didn't you answer my emails? 

Customer service has limited staff at this time. During business hours (Monday through Friday from 11AM to 5PM) we try to return all emails and calls, so we appreciate your patience.





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