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Frequently Asked Questions

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Do I need an ID to pick up my tickets? Do I need to bring the credit card I used to order?

Yes and the ID must match the name under which the tickets were ordered. Bringing the credit card used to order the tickets is recommended, but not required for pickup. Please be aware that we cannot release tickets to anyone whose name is not listed on the order.

What if someone else bought my tickets for me, or I need to change the name on my order?

If the tickets were purchased through AXS or at our box office, the original purchaser will need to either list your name on the order when it is placed, or contact the box office at 248-399-2980, x.13 or send an email BEFORE the listed door time for the event. After doors are open for the event, we are often unable to make any changes to existing orders.

If the tickets were purchased or won through any other ticket outlet (Stub Hub, GroundCtrl, Living Social, radio station, etc.), the original purchaser/winner must make any name changes to the order through that company. We are unable to change the name on any ticket order that did not originate from our ticketing system.

What if I can't use my tickets, and want to give them to a friend?

Hard copy tickets can be given directly to whoever will be using them, and electronic or print-at-home tickets can be forwarded by email. When forwarding tickets electronically, please inform the person who receives them that each ticket barcode is unique, and can only be used once. For will-call tickets, the original purchaser must contact our box office to change the name on the order as described above.

Please note: In the event of a problem with the ticket or the order, while we will make every effort to accommodate our patrons, the original purchaser is the only person for whom we can release or reprint the tickets.

If I can't use my tickets, can I resell them or get a refund?

Once you complete a purchase, your order cannot be refunded. All sales are final and there are no refunds or exchanges for tickets.

If you have tickets you can’t use, some events may permit you to transfer, share or even resell your tickets. Look for a Sell, Transfer or Share button next to the event in your AXS account or on the AXS app.


If an event is sold out, will you release any last minute tickets or add another show?

We do not list a show as sold out until ticket sales reach our building capacity. We do not release additional tickets on the day of the show, and do not resell tickets that have not been picked up at the door.

Scheduling additional shows is at the discretion of the touring artist, as they plan the dates for their tours well in advance of when tickets go on sale.

My ticket says General Admission; what does that mean?

If an event is listed as GA, that means general admission standing. You do not have a specific seat or section assignment, as our venue does not have permanent seating. You are not limited to one section of the theatre, nor do you need a special ticket for access to our main floor. Each show has its own specific floor plan, and they are determined by the touring artist when the event is scheduled.

My ticket says Section xx, Row xx, Seat xx; what does that mean?

You have an assigned seat for the event. That seat is reserved for you at the time of purchase, and is specific to that individual ticket. Sections A-D are located on our main floor; Sections E-F are in the balcony. Ushers will be available at all reserved seating shows to assist you in locating your seats.

I have a disability; do you offer accommodations for my needs?

It is our intent to meet and surpass our patrons' needs for ADA accommodations. From ADA specific ticket purchases to early access to the venue and an accessible seating area for each event, we strive to offer an accessible and barrier-free event experience for all patrons. If you require ADA accommodations, we ask that you contact our box office in advance of the event you are attending, so we can notify our security and house staff to anticipate your specific needs. 

Where should I park? Do you make change for the meters?

We strongly advise against meter parking, as they are heavily patrolled and enforced until midnight. We do not allow for re-entry to the venue once your ticket has been scanned, so you will be unable to deposit additional funds into a meter after you enter the venue. Our staff is also unable to make change for any patron.

We recommend parking at either of the public parking structures on Lafayette; both are within one block of the venue on either side of 4th street. The parking structures are cash only, and often charge a flat fee after 5pm. We do not offer valet parking.

Do you offer coat check?

We only offer coat check for specific shows - it is $5 per item, and space is limited.

The show I want to attend has an age restriction listed; what does that mean?

If a show is listed as xx and up, you must be that age or older than that age on the date of the show, and be prepared to show photo ID at the door. Patrons without photo ID or who do not meet the age requirement will be denied entry to the venue without refund. Exceptions are on a case-by-case basis, and at the discretion of theatre management. If you anticipate an issue with your ticket for an age restricted show, please contact our box office in advance to discuss possible solutions.

When can I line up for an event?

We do not recommend that patrons arrive more than one hour in advance of the entry time for any show, as we do not allow access to the facility before the posted door time for any reason, including use of our restrooms.

If you choose to line up well before that, you will be outdoors on a public sidewalk, and exposed to the elements, so please plan accordingly. The City of Royal Oak has the final word on use of the sidewalk, so please note that the police department may ask you to move or disperse at any time.

We do not provide supervision or chaperoning for the line at any time, and are not responsible for any articles that you may bring with you while you wait. This includes chairs, blankets, coats and any other personal property that may be left unattended.

Please be aware that other local businesses may be operating during this time, and we ask that you are respectful of their entrances and exits.

Our security staff may move or reorganize the lines at any time, to best facilitate swift and orderly entry to the venue.

My ticket says Doors at ___; what does that mean? When does the event start?

Door time is when entry to the building is allowed; most events begin 30-60 minutes after that time.

I won tickets/am on the guest list/have will-call/have fan club tickets; when can I pick them up?

Will-call tickets are available at the box office two hours before the door time listed for the event. You must have photo ID.

Contest winners can usually pick up their tickets at the box office one hour before doors. You must have photo ID. Occasionally, the tickets must be picked up at the offices of the contest sponsors - please verify with them before the day of the event.

Guest list tickets are available at the will call window at the posted door time - you will pick them up on your way into the venue, and must present photo ID.

Fan Club and other specialty tickets are available at the box office one hour before doors - please bring your confirmation email or voucher with you, and you must present photo ID.

What are the box office hours?

M-F, 12-6pm. On event days, the box office opens two hours before doors, and closes one to two hours after doors. 

Do I need to print my electronic tickets?

Electronic tickets are sent by email as a PDF attachment. If you can open the PDF on your phone, we can scan the entry barcode directly from there. Alternatively, you can use the AXS ticketing app on your smartphone to access your ticket barcode.

Can I bring my ______ into the show?

All guests entering the venue are subject to a security screening. The purpose of the inspection is to detect PROHIBITED ITEMS, which are listed below:

• Guests are prohibited from bringing weapons into the theatre. We do not provide weapon lockers and will not check in weapons. Weapons include, but are not limited to, the following: firearms, explosives, stun guns, handcuffs, brass knuckles, sticks, clubs, batons, martial arts instruments, pepper spray, tear gas, knives, projectiles of any kind, replicas of any type of weapon or any other item that could be used to inflict harm.

• No drugs, drug paraphernalia, or illegal substances of any kind.  Guests attempting to bring any illegal substances to an event will forfeit their ticket, and will be immediately ejected, and/or turned over to law enforcement

• No Excessive amounts of Prescription Drugs narcotic or non narcotic. Prescriptions Must Match I.D of the person in possession, and must be in its respective bottle.

• No Cameras of any type, along with video recording devices, audio recording devices, Go Pro cameras, monopods, tripods, and selfie sticks.  Management reserves the right to deny any electronic device at their discretion.

• No large purses over (10” x 10”), umbrella’s, backpacks, Camel-backs or Bota bags.

• No Outside food or beverage, including gum and candy.

• No Pets with the exception of service animals.

• No Stickers, Flyers, or Markers.

• No Glow sticks, drones, or laser pointers.

• No Face Masks. Masks may not be worn while in attendance of any event with the exception of Halloween.

• No Chain Wallets, spiked jewelry, or any item that can be used to disturb the peace, endanger the safety of the crowd, artist or staff and/or inflict damage upon people or property.

• No Large signs, chairs, blankets

• No Balloons, Frisbees, Balls, Hula Hoops, Spinning Poi, Stuffed Animals, or items deemed to be a projectile. 

• No Smoking of any kind (Including E-Cigs or Electronic Cigarettes) is permitted anywhere inside the venue. There is a designated smoking area outside, please ask any staff member for directions.

• A "No Re-Entry" policy is in place during all events. 

This list of prohibited items is subject to change and exception at the discretion of venue management. If you consider it a valuable and unnecessary item, we suggest you leave it at home.

Do you serve food/alcohol?

We do not serve food. We have a full service bar, and all patrons must show ID to receive a wristband to purchase alcohol.

No outside food or drink will be allowed into the theatre.

Box Office Information

The box office can be reached at (248) 399-2980 ext. 13.

Regular box office hours are Monday thru Friday, Noon to 6pm. On event days, the box office will be open a minimum of 2 hours before doors, and stay open at least 1 hour after doors. Our on-sales are Fridays at Noon.

Winners of radio station or other promotional tickets must have picture ID in the name of the order. The box office cannot make any changes to names on these tickets. Any requests for name changes to winners must be done through the radio station or organization where the tickets were won.

For paid Will Call – The name on the order (the one shown on the receipt) is the person who must be physically present to pick-up the tickets. You must have picture ID, and may need the credit card or the confirmation number as well. If you purchased the tickets for someone else to use – the name on the order must be changed in advance of doors. Even if the last name is the same – we will not release tickets to anyone other than the person listed on the receipt of the order.

Picture ID must be presented for all credit card purchases.


Do you allow refunds?

All ticket sales are final. There are NO refunds or exchanges, even due to inclement weather.  For a performance cancellation or date change, refunds are extended at the original point of purchase only.

What do I do if I lose my tickets?

When tickets are lost, stolen, or not received in the mail, patrons must contact the location of purchase to issue duplicate seating passes.

Lost and Found

For lost items, please send an email describing the item(s), where they were last seen in the venue, emails will be replied to as soon as possible.

Lost and found items will be stored for five (3) days following the event.

Items left in coat check will be stored for (3) days following the event.

The Royal Oak Music Theatre is NOT responsible for personal items left unattended.

Do children under a certain age need a ticket?

All patrons, regardless of age, are required to have a ticket in order to enter the venue.


Most events are not suitable for young children. While we believe a child should be exposed to live performances, we are mindful of other patrons’ enjoyment as well.  Therefore, we ask parental discretion in bringing small children and infants. Should a child be unable to sit quietly in his/her own seat throughout a performance, our event staff may request that the child and accompanying adult be asked to leave the theatre. 

Some events are restricted to 18 and older, or 21 and older.

Electronic Recording Equipment

The use of video or sound recording devices is prohibited.


 An ATM is located in the main theatre.


At no time will video cameras be allowed in the theatre. The still image camera policy will vary from show to show. When an artist requests a “no-camera” policy, you may not use ANY type of camera, including phones with cameras. You will be asked to return your camera to your car prior to your admittance to the theatre. Our staff is required to politely enforce this on behalf of the artist.  When cameras are allowed they are restricted to point and shoot type cameras without interchangeable lenses. No video, Single Lens Reflex (SLR), professional-grade, or cameras with zoom lenses exceeding 4x are allowed. The venue has the right to make determination on all cameras.

Cancellations / Rescheduled Performances

Programs, dates, and performance times are subject to change depending on artists’ availability. In the event a performance is cancelled or rescheduled, ticket holders can get information via phone or our website. Performance information is also sent to all local media for publicity. Management shall be required to issue a refund provided that you are given the right, within twelve months (12) of the date of the original event, to attend another scheduled performance of the same event.

Seating Charts

Our floorplan changes for most every show. Please call the box office (248-399-2980) or visit the events listing for specific seating charts.

Smoking + Vapor Devices

All smoking, including vapor devices, is strictly prohibited inside the venue. Smoking is only permitted in designated, outdoor areas. 

A ticket is a revocable license. The Royal Oak Music Theatre reserves the right to eject patrons who are disruptive or disorderly.