A-Z Guide

Accessibility Information

Trained service animals are permitted to assist guests inside the Dominion Energy Center. If special accommodations are required for your service animal, please notify us at the time of ticket purchase or by calling (804) 592-3330. Guests bringing in service animals may not take up additional seats unless a ticket has been purchased for the adjacent seat but may request accessible seating. All other animals are prohibited.

Assisted Listening Devices
Assistive listening devices are available upon request from the Concierge Desk located to the left of the Main Entrance to Carpenter Theatre. A valid driver’s license or photo ID will be requested as a deposit for the equipment.

The Dominion Energy Center has three (3) public elevators: one (1) located to the left of the Main Entrance next to the Concierge Desk and two (2) located on the far side of the Lobby opposite the restrooms. These elevators provide access to all levels and are staffed by an attendant for all public performances.

Interpreter Services
ASL interpreters are available by contacting the Dominion Energy Center offices at 804-592-3330 at least 2 weeks prior to the event for which the services are needed. Interpreter expenses are the responsibility of the show or the promoter.

Individuals who contact the Dominion Energy Center regarding the purchase of tickets for wheelchair accessible and/or companion seats for reasons relating to a disability will be informed of all available such seating that has not been sold at that time and will be given first preference for such tickets. Individuals can also purchase online via Etix.com.

Tickets for wheelchair accessible and/or companion seating will not be sold to any person, except a person requesting such seats for reasons relating to a disability, until all other seats in that ticket category have been sold.

Alcoholic Beverages

Virginia state law prohibits the sale of alcoholic beverages to persons under the age of 21. Therefore, guests will be required to show proper identification and proof of age when buying alcoholic beverages. Please remember that it is illegal to drive under the influence of an intoxicant or to consume alcoholic beverages while driving.


Unless otherwise noted, the Dominion Energy Center does not have a formal dress code. You will see a broad range of dress at our shows, from elegant evening wear to casual attire. We suggest you dress to feel comfortable about your appearance and in keeping with the type of event you are attending. We request that shoes and shirt be worn at all times in the venue.

Bag Check, Inspection and Searches

All guests entering the Dominion Energy Center may be subjected to a voluntary bag or clothing search. The search is voluntary because the guest can refuse; however, the refusing guest WILL NOT be permitted entry to the event. If contraband is found during a search, the guest will be asked to return it to their vehicle or discard it.

Banner/Sign Policy

Banners and signs are not allowed in Dominion Energy Center.

Box Office/Box Office Hours

Tickets may be purchased in person at the Dominion Energy Center Box Office. The ticket office accepts cash, American Express, Discover, Visa and MasterCard. The box office is located inside the building on 6th Street near the intersection of Grace Street. For performances in Gottwald Playhouse and Rhythm Hall, a satellite box office will open two (2) hours before performances at the Grace Street Entrance.


Box Office Hours


The Dominion Energy Center box office is open 2 hours prior to showtime. Patrons can also visit the Altria Theater box office Monday - Friday between 10AM - 2PM, , or contact Etix at (800) 514-ETIX.

Camera Policy

The permitted use of cameras varies by event. However, cameras with professional lenses, detachable lenses or detachable flashes are prohibited from the Dominion Energy Center. Use of video cameras, audio recording devices and digital cameras in video mode is strictly prohibited in the theater. The use of any of these items will result in confiscation and possible ejection from the facility. These are general rules and can be overridden based on a specific request from the attraction or promoter.


If an event at the Dominion Energy Center has been canceled, please take the tickets to the place of purchase for a full refund. Tickets charged with a credit card by phone or internet are automatically credited to the purchaser's account. For tickets purchased through a group order, please call the Group Sales Office directly for specific instructions at (804) 592-3401.

Cashless Box Office

As of July 1, 2022, all transactions at Altria Theater and Dominion Energy Center will be cashless. All major credit cards and debit cards are accepted including Visa, MasterCard, American Express, Discover, and Gift Cards. Service charges apply to all orders.

Catering & Concessions

SAVOR... Richmond is the exclusive concessionaire for the Dominion Energy Center and offers a variety of concessions options at our events. Please refrain from bringing outside food and drink into the facility. The consumption of food and beverages inside the theater varies by event. Please inquire at time of purchase.

Cellular Phones & Watch Alarms

As a courtesy to all patrons, please turn these units to the non-audible mode or off and do not text during the performance.


Please see our Directions page for detailed directions to the facility.

Doors Opening

The Dominion Energy Center lobby opens one (1) hour prior to the start of the event. Seating is available starting ½ hour prior to the event. These times may vary based on the needs of a particular show. As a general rule, most shows adhere to this schedule.


Tickets for all Dominion Energy Center events can be purchased online at www.etix.com or through phone charge at (800) 514-3849 (ETIX). Additional fees apply.

First Aid

Emergency medical personnel are on site for most events. Please contact the nearest Event Staff member or Security if you are in need of medical attention.

Group Sales

Some shows offer group sales discounts. For more information please contact our Group Sales office at (804) 592-3401 or bgroupsales@smgrichmond.com.

Guest Conduct

The following behavior or activities are grounds for eviction from the Dominion Energy Center :

  • Use of profanity or unacceptable language of any type.
  • Possession of illegal or unauthorized items inside the theater.
  • Unacceptable or indecent dress.
  • Damaging or the intent to damage property of the Dominion Energy Center.
  • Failure to obey or follow Dominion Energy Center smoking policies.
  • Use of illegal substances or drugs.
  • Public drunkenness.
  • Entering or attempting to enter any “off limits” areas such as stage area, backstage etc.
  • Participating in a fight.
  • Verbally abusing, threatening or intimidating other guests or employees.
  • The throwing of any objects or projectiles in seating areas, on stage or any other areas.

Guests who fail to abide by theater policies, state and federal law are subject to ejection from the facility. Any guest who is violating the policy will be asked to correct their behavior and, if they fail to do so in a timely fashion, will be ejected. Individuals who have been ejected must vacate the property or be subject to arrest on trespassing charges.

Late Arrival

To cause the least disruption, patrons who have not entered the theater when the performance begins may be asked to wait in the lobby and watch the performance on monitors until an appropriate break in the performance. Latecomers, as well as those who leave the theater anytime during the performance, may be assisted to alternate seats by the House Manager at an appropriate interval and may take their assigned seats at intermission. Dominion Energy Center assumes no liability for the inconvenience.

Lost & Found

Lost and found items are taken to the Concierge Desk located to the left of the Main Entrance. To locate a lost item, please call (804) 592-3330. Items not claimed after 30 days will be donated to local charities or otherwise disposed of.

Lost Children

Lost children will be taken to the Concierge Desk located to the left of the Main Entrance. Guests looking for their lost child should report directly to the nearest Dominion Energy Center staff member for assistance.

On-Site Vending

Non-licensed vending on the Dominion Energy Center property, including the resale of event tickets, is prohibited. Management will not permit vending, soliciting, collecting contributions for any purpose whatsoever or distributing of unauthorized handbills on the premises.


Please see our Parking page for information on parking options near the Dominion Energy Center.

Prohibited Items

The following items are not permitted in Dominion Energy Center:

  • Large bags (max 12”x6”x12”)  
  • Backpacks or boxes
  • Food (with the exception of those having a food allergy), or beverages including alcohol
  • Cans, bottles, coolers or other similar containers
  • Video cameras or audio recorders
  • Laser pens or laser products
  • Noise making devices (horns, whistles etc.)
  • Projectiles (including Frisbees and beach balls)
  • Banners and signs
  • Stickers of any kind
  • Skateboards, skates (roller or in-line), or scooters
  • Sticks or poles
  • Illegal drugs or substances
  • Fireworks or any other incendiary device
  • Umbrellas (non-retractable)
  • Strollers (must remain in the lobby)
  • Firearms, illegal weapons of any kind or any item that can be construed as a weapon
  • Any other item deemed unacceptable by Dominion Arts Center management

Dominion Energy Center management reserves the right to make the final determination on prohibited items. Dominion Energy Center is NOT responsible for items left behind, lost, stolen or damaged. Possession of prohibited items may be grounds for ejection from the property. Items confiscated at entry will not be returned.

Smoking Policy

The Dominion Energy Center is a smoke-free facility. Smoking is not allowed in public areas of the theater by any guest or employee. This applies to dressing rooms, production offices(s) and backstage areas. A smoking area is available for patrons outside under the marquee at 6th and Grace Streets.

Ticket Policies

If an event at the Dominion Energy Center has been cancelled, please take the tickets to the place of purchase for a full refund. Tickets charged with a credit card by phone or internet are automatically credited to the purchaser's account. For tickets purchased through a group order, please call the Group Sales Office directly for specific instructions at (804) 592-3401.

Charity Ticket Requests
Interested organizations must provide a letter on official letterhead to the Marketing Department with a specific show request. Donation requests should be forwarded to the Marketing Department at 601 E Leigh Street, Richmond, VA 23219. Not all requests can be filled; however, group discounts are available in certain cases.

Child Entry Policy
Children up to 24 months of age who do not occupy a seat may enter the building without a ticket for most events. PLEASE NOTE: Some events will require all attendees regardless of age to present a ticket for entry. Please check the event’s ticket policies at the time of purchase.

Duplicate Tickets
If duplicate tickets (two or more guests holding tickets to the same seat for the same event) are presented, immediately contact an Event Staff member.

Refunds and Exchange Policies
All ticket purchases are final, no refunds or exchanges except in the case of an event cancellation.

Revocable License
Tickets for entry to the Dominion Energy Center are a revocable license and entry may be refused due to inappropriate attire, disorderly conduct, intoxication, etc. Guests who fail to abide by policies, state or federal laws are subject to ejection and arrest.

Ticket Reselling
Guests may not re-sell tickets at any price on the Dominion Energy Center property. To avoid problems with counterfeit, stolen, void or other invalid tickets, tickets should only be purchased from an authorized provider: the Dominion Energy Center Box Office, Altria Theater Box Office, Etix.com or Etix phone center at (800) 514-ETIX (3849)

Will Call

Tickets may be picked up at the Dominion Energy Center Box Office anytime during normal business hours. An exception is tickets purchased through Groupon, in which case the tickets will be available for pick up only two hours before the performance. On event days, Will Call will be located either in the kiosk on the outside of the building at 6th and Grace or inside at the Box Office.