Frequently Asked Questions (FAQ) – Certified
How early should I arrive?
Our lobby doors will be open one hour prior to each performance and audience seating will commence around 15 minutes prior to each performance. We recommend that you arrive no later than 15 minutes prior to show time to ensure you have enough time to find parking, collect any tickets required and find your seat.
Where do I park and how much does it cost?
City of Richmond pay parking lot at Gateway Theatre
Cost: $2.75 per hour
$5.50 per 3 hours for Gateway Theatre patrons
Select the Gateway Theatre option on the parking meter
FREE from 9pm to 7am
Cash & Credit Cards Accepted
How do I get to Gateway via transit?
Canada Line: Richmond-Brighouse Station
Bus: 401 & 407
For specific directions, visit Translink's trip planning website.
Can I buy tickets in person?
Yes! Our Box Office is open for in person purchases and the hours of operation are Monday to Saturday, 12pm – 5pm. Please note that we do not accept cash payments, so make sure you have your debit or credit card handy.
You can also contact our Box Office team by emailing firstname.lastname@example.org or calling 604.270.1812.
Will tickets be made available day-of?
Advance tickets are available for purchase online via this website.
If there are any remaining tickets, they will be made available for purchase at the door one hour prior to each performance.
I'm a past subscriber, can I book my favourite seats?
Due to our COVID safety measures we have implemented a revised, socially distanced seating layout and it may not be possible for you to book your favourite seat.
Do you have a group price?
We do not have group rates available for Certified.
Do you have a student rate?
Yes, we have a student rush tickets for $20. On the day of the performance, tickets will be $20 and available online for purchase. To pick-up your tickets, head to will-call before the show and present your valid student ID.
I bought tickets online, how do I receive my tickets?
If you indicated that you would like to have your tickets mailed to you we will have them in the post within 1-2 business days – please note that we do not mail tickets within 14 days of an event.
Alternatively, you can pick your tickets up in person at our Box Office.
Can I exchange my tickets for a different date?
Requests for ticket exchanges will be received up to 48 hours prior to the event.
Do you provide refunds?
If you have purchased tickets to Certified but are no longer able to attend due to illness you can request a full refund, provided you contact us at least two hours prior to your timeslot.
For more information on refunds please contact our Box Office via email@example.com or 604.270.1812.
Can I purchase a ticket as a gift?
We’re not currently able to offer gift passes for purchase, but you can certainly purchase some tickets on behalf of someone else. Get in touch with our Box Office team and we’ll get your gift purchase sorted!
What if I lose my tickets?
In some cases lost tickets may be reissued. Please contact our Box Office for assistance with any lost tickets.
Can I bring children?
As Certified features some mature subject matter, the show is not suitable for children under the age of 14.
If you’re looking for some guidance around whether to bring your child, please reach out to our Box Office via firstname.lastname@example.org or 604.270.1812.
What if I arrive after the show has started?
Don’t worry! Performances of Certified will be conducted in an ‘open environment’ and patrons will be able to enter and exit the venue as needed throughout the performance.
What is an ‘open environment’?
An ‘open environment’ is where audience members can be relaxed and be their natural selves. In an open environment, you can come in and out of the studio, move around and fidget, and generally do what you need to do to feel comfortable in the space. There is also a ‘chill-out’ zone available in the lobby available for those who might need to take a break from an overstimulating environment.
Why are all performances for Certified in an ‘open environment’?
We want everyone to feel safe and welcomed when coming to see the show. We recognize that traditional theatre etiquette can be too restrictive for many people. An ‘open environment’ relieves you of the expectation that you must stay seated, stay in the theatre the whole show, or stay completely silent.
Will an ‘open environment’ take away from the magic of theatre?
No. When focused on a performance, most people will block out background noise, particularly when they know why it’s happening. In an ‘open environment,’ we hope you will feel more at ease, less anxious, and/or better able to enjoy the show better.
Will you provide a visual story for Certified?
At this point, we are unable to provide a visual story for this event.
Is Certified Wheelchair Accessible?
You bet! The entire venue is wheelchair accessible and we have designated accessible seating available within the performance space.
If you have any accessibility needs you’d like to bring to our attention, please contact our Box Office via email@example.com or 604.270.1812.
Will refreshments or snacks be available?
As part of our COVID safety procedures, the concession will remain closed for the time being and we will not have any food or refreshments available for purchase.