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Empire Theatres

Frequently Asked Questions

General Inquiries

 

Q. Where can I view a list of theatre locations?

  • You can view your theatre showtimes by choosing Theatre Showtimes from the black menu bar at the top of each page. You will be prompted to choose your province, then the theatre(s) of your choice. Your theatre preferences can be saved by signing up for Empire Insider.
  • You can view a list of theatre locations by visiting our Contact Your Theatre link located in the site map at the bottom of each page.

Q. Are you open on holidays?

Q. What is your refund/exchange policy?

  • Refunds or exchanges cam be made within the first 30 minutes of a performance with the exception of online purchases. All refunds must be done via the initial purchase method (i.e. if purchased with debit, ticket must be refunded through debit).
  • Online Ticketing purchases are a final sale. Tickets purchased online are not eligible for refunds or exchanges. Please make sure to double-check and verify the title, time and theatre for the movie you choose to see.

Q. Where can I read about Empire Theatres promotions?

  • All of our promotions can be found within our "What not to miss" section (located on each page)

Q. Do you have a lost and found?

  • Contact your theatre to inquire about any items you may have left behind while visiting our complex.

Q. How do I reset my preferences, change password, or update my account on my Empire Insider account?

  • On the top of each page where you sign into your Empire Theatres account, there is a link called "Your account". This link brings you to your account preferences where you can reset or change as desired. Choose "Edit" to update account, and click "save changes" at the bottom of the page.
  • If you have forgotten your username or password, choose "Forget Password" from the top of the page near the log-in box. This will send an email to your registered address with your username, and a link to choose a new password. Old or forgotten passwords cannot be retrieved.

Movies, Showtimes and Ratings

 

Q. How can I find additional information for an upcoming or currently playing movie?

  • To view the release date or any additional information (including synopsis, running time, user reviews and other extras) regarding an upcoming film, please visit our Coming Soon page.
  • To view addition information for movies that are currently in theatres, visit our Now Playing page and select your film title.

Q. If I have a question or comment about a film rating, who can I contact?

  • To view film rating categories for all regions visit our Film Classifications page.
  • Questions or comments regarding a particular film's rating can be directed to:

            Alberta: http://www.albertafilmratings.ca/

            British Columbia: http://www.bcfilmclass.com/

            Manitoba: http://www.gov.mb.ca/chc/mfcb/class.html

            Ontario: http://www.ofrb.gov.on.ca/english/page6.htm

            Maritimes: http://www.gov.ns.ca/lwd/agd/film/ratingguidelines.asp

  • As Newfoundland and Labrador do not have their own Film Classification Board, please visit the Maritimes link for information

Q. Why is a movie advertised at my theatre, but did not play there?

  • Due to print and screen availability, not all films will open in all theatres. To see if a film is currently playing at your location, visit our Now Playing page and choose the film title, or our Theatre Showtimes page to choose your province for a complete movie and showtime listing.

Tickets, Express Tickets and Pricing

 

Q. How do I purchase tickets online, and where do I pick them up?

  • To purchase tickets online click anywhere within our site that says "Buy Tickets" or where you see this symbol:
    Buy Tickets Online
  • Online tickets can be purchased using Interac Online, Empire Theatres Gift Cards, Mastercard, Visa and American Express
  • Please remember that online ticket purchases hold your tickets at the box office, but do not guarantee seat placement. Be sure to arrive early to get the seat of your choice.
  • Online Ticketing purchases are a final sale. Tickets purchased online are not eligible for refunds or exchanges. Please make sure to double-check and verify the title, time and theatre for the movie you choose to see.
  • Tickets purchased online must be picked up at the theatre the tickets were purchased for.

Q. I have questions regarding my Express Tickets purchase - where do I go?

Q. Can I purchase tickets in advance for an upcoming film?

  • Yes, each Wednesday, tickets for the upcoming Friday to Thursday schedule are available for purchase. These tickets can be purchased at the box office, Automated Box Office machines and online.
  • For some films, advance tickets may go on sale as soon as 2 weeks prior to the release date. For updates on advance sales sign up for the Empire Insider newsletter.

Q. Where can I find my theatres ticket prices/ admission? What are the age groups for the different price categories?

  • Your theatre's ticket prices can be found on your theatre's information page by choosing your province, then location from our theatre listings page.
  • The age groups for all locations are as follows

            Children = Ages 3 to 13 years

            Youth = Ages 14 to 17 years

            Adult = Ages 18 to 64 years

            Senior = Ages 65 years plus

  • ID may have to be shown for particular films to ensure the correct price category is purchased and that the customer is eligible to see the selected film based on the film's rating.  View our Film Classifications for more information.

Q. What is RealD 3D Pricing?

  • For locations that have RealD 3D capabilities, there is a RealD 3D pricing category. To view theatres with RealD 3D and their pricing, visit our RealD 3D page. 

Q. Some films are listed as "No Passes Accepted" for a short period of time - what does this mean? Can I use my Empire Gift Card?

  • From time to time a film is listed as no passes accepted for a short period - please refer to the terms and conditions on your voucher to ensure that it is valid for the film of your choice.
  • Yes, your Empire Gift Card is valid for any film at any time, with no expiry and can be used for all films that are pass restricted.

Q. Can I purchase or reserve tickets over the phone?

  • While purchases cannot be made via phone, tickets can be purchase at the theatre box office, Automated Box Office, and online.


Empire Mobile

 

Q. Can I access Empire Theatres on my mobile device?

Newsletters and Subscriptions

 

Q. Why should I sign up for The Empire Insider Newsletter? How can I register?

  • The Empire Insider Newsletter is your personal connection to Empire Theatres. Included is weekly information on new releases and showtimes, Top 5 movies of the week, and the scoop on programs and special events happening at an Empire Theatres location near you.
  • The Empire Insider Newsletter also allows you to sign up for email updates for many Empire Programs such as Empire Reel Babies and Empire Events that include Metropolitan Opera and WWE as well as a variety of others.
  • You can register by visiting the link in the top right corner of each page within our site, or jump to our online sign-up form.

Q. How do I unsubscribe?

  • You can unsubscribe from a newsletter by clicking on the link within the email that was sent to your inbox.
  • You can also update your account by choosing "Your Account" from the red Log-In box at the top of each page. Within the "Edit" tab, you can add or remove yourself from newsletters.

Empire Programs

 

Q. Where can I find birthday party information? Can I book in advance?

Q. How come my party can't be confirmed until the Tuesday before my party date?

  • Because theatres receive their film titles and showtimes weekly, they cannot confirm party showtimes until these have been programmed into their system. The theatre will contact you once their showtimes have been confirmed.

Q. Where can I find more information regarding your Empire Reel Babies program?

Q. What are Empire Events? How can I get more information?

  • Empire Events are live performances shown on our six-story screens! These events include the Metropolitan Opera, WWE and a variety of other shows.
  • To receive more information regarding any one of our Empire Events, sign up to receive email updates for your chosen events.

Q. How do I request a sponsorship or donation from Empire Theatres?

  • Since 1978, Empire Theatres has been a proud supporter of various community groups on a national, regional, and local scale. We take pride in giving back to our communities through donations, sponsorships, and event participation. Visit our Sponsorship & Donation page to apply online.

  • Due to the large number of requests we receive, we are unable to provide individual status updates. A confirmation that your submission has been received will be sent to your email address once you have completed the application form and submitted it. While we acknowledge the hard work of great organizations across the country we, unfortunately, will not be able to respond to every request and therefore only those applications that have been approved will be contacted.

Empire Gift Cards

 

Q. Where can I get additional information regarding expiry, card balances, registering my Empire Gift card and other information? 

Q. Where can I purchase Empire Gift Cards?

  • Empire Theatres Gift Cards can be purchased at any Empire Theatres location. For your convenience, Empire Theatres Gift Cards are also available in $10 & $25 denominations at  Safeway, Sobeys, Avondale, Esso, Macs, Petro Canada and Quickie Foods. Please check the Gift Card Malls in these locations. Lawton’s Pharmacy has $10 and $20 Empire Theatres Gift Cards available for purchase.
  • Empire Theatres Gift Cards can be purchase using cash, debit or credit at the theatre/store locations.
  • EmpireTheatres Gift Cards are non-refundable.

Q. Are Empire Theatres Gift Cards refundable?

  • No, our Empire Theatres Gift Cards are non-refundable once purchased.

Refreshments

 

Q. Where can I see information regarding ingredients of refreshment items in case of allergies?

  • Each theatre location will have a list of ingredients for all refreshment items sold. Please feel free to ask any one of our employees for a list of ingredients of a particular item.

Q. What additional food offerings are at my theatre?

  • Each theatre's information page lists the food offerings available at that location. View your theatre's page by choosing your province, then location.

Q. Where can I get nutritional information for refreshment items?

  • Nutritional Information can be requested by contacting us through our online form.

Theatre Rentals

 

Q. Where can I get more information regarding theatre rentals?

  • If you are looking to book a fundraiser, visit our Fundraising page
  • If you are looking to book a corporate or private screening visit our Corporate Sales page.

Q. Who can I contact to book a rental?

Corporate Sales

 

Q. Does Empire Theatres offer corporate products?

Q. Who do I contact to advertise in-theatre? To advertise online?

  • To advertise in-theatre, which could include full motion advertising, digital preshow, posters, etc., or online, visit our Advertise With Empire page located within Corporate Sales.

 

 

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