Policies

Emergencies

We encourage our patrons to report emergencies, safety hazards, and any other concerns to our ushers, Patron Services team members, or House Manager. During performances, the House Manager is located in the theatre lobby. To reach House Management at any time call: 865.974.8287.

Before you leave for your night at the theatre, be sure to leave the name your tickets are under, your seat number, and the House Manager phone number (865-974-8287) with the babysitter or loved one just in case you need to be reached during a performance.

Inclement Weather

In rare instances, inclement weather may cause us to cancel a performance.  If that happens, we will attempt to announce via local media outlets, through social media, on our website homepage, and by recording an announcement on the Box Office phone at 865.974.5161. If a show is cancelled due to inclement weather, exchanges (see exchange policy) will be accommodated the next business day waiving the per ticket fee.

Late Seating

Late Seating: Evening shows begin promptly at 7:30pm and matinees at 2:00pm. We encourage you to arrive by 7:00pm for evening performances, and 1:30pm for matinees. Seats are guaranteed until show time.

For your safety and to avoid disturbing other patrons, latecomers will be seated at the discretion of the House Manager and may be placed in alternative seating. In rare instances, show conditions can prevent us from admitting audience members until intermission. We encourage all patrons to arrive early to ensure seating and a prompt start time.

Lost & Found

Clarence Brown staff check our facilities nightly for any items that might have been left behind.  To inquire about a lost item, please contact the Box Office.  Be sure to give us a description of the lost item, let us know when and where you think you lost it, and provide us with contact information so that we can get back in touch with you.  Items left in our Lost & Found more than 30 days will be discarded.

Severe Weather

Our staff monitors the weather so that you don’t have to!  Should a watch or warning be issued while you’re with us, we’ll make announcements as appropriate to keep you informed.

Sold-Out

Performances are defined as “sold-out” when there are no open seats remaining in the ticketing system. Sold Out performances will have a Waiting List (see below).

Ticket Donations

Season ticket holders unable to attend a performance may donate their ticket(s) by contacting the box office at least 24 hours prior to the performance. A voucher documenting the amount of this donation will be sent in the mail.

Ticket Insurance (Lost Tickets)

All tickets ordered in advance come with free ticket insurance. If your tickets are lost or stolen, simply notify the Box Office. New tickets will be printed and the old ones will be cancelled so that nobody else can use them. ID may be required.

Title and Scheduling Changes

We make every attempt to adhere to the production schedule described in our season brochure; however, we reserve the right to make title and schedule changes due to any circumstances that may arise. Refunds will not be issued due to a change in a production’s title or performance schedule. 

Waiting List

A first-come-first-served waiting list will begin forty-five minutes prior to curtain (or as required) for sold-out performances. Should seating become available through ticket donations, release of house seats, or other means, these seats will be released to patrons based on the order of the waiting list. Wait-listed patrons may be seated as latecomers.

Will Call

For the Mainstage and Carousel Theatres, Will Call is located at the Box Office in the Main Lobby of the Clarence Brown. Will Call for Lab Theatre productions is located at the Desk in the Lobby of the Lab Theatre.

Tickets must be picked up from Will Call at least five minutes prior to show time. Tickets remaining at that time will be released to accommodate customers on the Waiting List.p>p>