Frequently Asked Questions and Answers

Don’t see your question answered below? Contact us and we will be happy to assist!

  • Questions about COVID-19

    Are there any risks of exposure to the COVID-19 (Coronavirus) in attending your show?

    Safety is of utmost importance and our top priority. As part of our commitment to the health and well-being of our artists, employees and audiences, we are carefully monitoring the situation and are implementing safety measures on a regular basis to prevent transmission of the disease.

    As we operate all over the world, our procedures are updated daily and are broken down into as many specific and dedicated measures for each region of the world and for each project. We are also in regular contact with local authorities and our business partners and are working in concert with them to provide a work and performance environment that meets the highest standards of health and safety in an always evolving situation.

    What are the measures taken by Cirque du Soleil Entertainment Group to protect its employees and its audience members against the Coronavirus?

    As the COVID-19 situation is evolving quickly, we are adapting and implementing safety measures on a daily basis to prevent transmission of the disease; measures that are broken down into as many specific and dedicated measures for each region of the world and for each project. These measures include, but are not limited to:

    Minute-to-minute monitoring of local public safety measures and following regulations to be applied immediately on every show;
    Employees dedicated to sanitizing have been added to already existing crew and frequency of sanitizing operations increased;
    Isolation, for at least 14 days, and close medical monitoring of employees having traveled to high risk zones;
    Monitoring of health for all employees, artists and crew on tour or at any of our offices in the world;
    Limiting physical contact from artists with public;
    Sanitizing operations onsite before, during and after performance;
    Reminders with signage about basic hygiene practices across all operations, onsite and back stage (washing hands, coughing inside your elbow, avoiding touching face)

    Collaborating daily with local authorities and our business partners and working in concert with them to provide a work and performance environment that meets the highest standards of health and safety.

    Can you assure us that no one on your staff and company has traveled and presents a risk to your spectators?

    As our shows are performed around the world, we are ensuring close monitoring of employees having traveled to high risk zones; Any person coming back from one of these regions, for professional or personal reasons, will be obligated to isolate themselves, away from the workplace, for 14 days upon their return. The Group is implementing this mandatory measure to avoid any possibility of propagating the virus to colleagues and audience members.

    The Group is following the Centers for Disease Control and Prevention travel restriction guidelines and is avoiding all non-essential travels to all high-risk areas. The company is also asking all employees to avoid these regions for personal travel.

    Will shows be cancelled? Will tour plans change?

    We continue to closely monitor the situation and assess the impacts on our touring calendar and international mobility, as we avoid high-risk areas and face border disruptions and mandatory quarantines in some parts of the world.

    We are collaborating daily with local authorities and our business partners and are working in concert with them to provide a work and performance environment that meets the highest standards of health and safety in an always evolving situation. In the event of changes in our show schedule, customers who purchased tickets will be notified by their original point of purchase. Additionally, we will be updating our website and Facebook pages should any changes occur.

    In the event of show cancellation or postponement will customers be reimbursed?

    In the eventuality of changes in our show schedule, customers who purchased tickets will be contacted directly and informed of the reimbursement or report process by their point of purchase.
    If you have a question about whether a show will be cancelled, please contact info@vstarentertainment.com

  • When will PAW Patrol Live! be near me?

    At the top left of your screen, click “Tickets” and from that page you can enter your zip code to see if any of the shows are coming to your city. New dates are being added all the time, so be sure to continue to check for updates or sign up for PAW Patrol Live! Tail Mail to receive tour announcements for your area.

  • Why isn't my city on your performance schedule?

    For the most up-to-date schedule information, visit us here. Please note that this site displays confirmed performance dates only – new cities are being added to our show schedules on a regular basis. Please sign up for PAW Patrol Live! Tail Mail to receive announcements for your city.

  • Which show is coming to my city?

    Show titles are noted next to the city & venue on the Upcoming Shows page.

  • What can I expect at a PAW Patrol Live! show?

    PAW Patrol Live! provides a unique entertainment opportunity for you and your child. As a child’s first theatrical performance, it marks the beginning of a lifelong journey of enjoying and learning through live performance. Here are a few things to remember as you plan your visit.

    • Most children are familiar with entertainment that happens on television and computer monitors. Explain that this will be different, because there will be a story happening live in front of them. The story doesn’t stop if you leave the room, but there will be a break in the middle.
    • Have fun! Sing along, dance, clap, and join in the audience participation elements. But, be safe as well as considerate to those around you. Please don’t allow your child to stand on chairs or put your child on your shoulders.

    Please also note that during the show there are flashing lights and spotlights, and there may be confetti at the end.

  • At what age do I need to purchase a ticket for my child?

    Everybody who has reached their first birthday requires a ticket. Please note, public event laws vary nationwide from county to county and some venues may require all patrons, regardless of age, to have a ticket. Please contact your local venue to confirm their specific policy.

  • How do I receive a password to purchase presale tickets?

    In order to receive a presale password, you must be registered for PAW Patrol Live! Tail Mail. To sign up, please click here and enter your information.

  • How and where can I purchase tickets?

    Click here to see our list of upcoming performances. From that page, you can view all upcoming cities. Once you find a show in your area, click on “See Tickets” for all the specific information you need to order tickets. You may also contact the venue listed for your city for more information.

    Be sure you purchase tickets only from the links on pawpatrollive.com, or through your local venue’s website. Secondhand distributors are NOT official ticketing sites. Tickets purchased through these resellers and non-official ticketing sites may not be valid. If you have questions, call your local venue’s box office. VStar Entertainment Group is not able to address or resolve any issues related to “secondary” or re-sale transactions and/or tickets.

  • How can I get the best seats?

    While “best seats” can be a subjective term, our Premium main floor seating options offer our guests the best view of the entire stage. Certain factors, such as seating capacities, fixed architecture, and/or stage size affect the sight lines in each venue. For this reason, we recommend contacting the box office at your local venue for assistance with any specific seating inquiries.

  • What is the V.I.P. (Very Important Pup) Package?

    The Very Important Pup Package features premium show seating, access to an after-show Meet & Greet photo opportunity with two PAW Patrol characters!

    V.I.P. Package purchasers should go to the check-in table prior to the event to pick up the V.I.P. information packet. Each adult and child (age 1 and up) in a group must have a V.I.P. Ticket. Patrons will be directed where to go for the after-show event. The Meet & Greet V.I.P. event will start shortly after the end of show and lasts approximately 40 minutes. Latecomers may miss the opportunity.

    Don’t forget your camera – you’ll want to capture every funny, furry moment!

    Parents, please note that our Meet & Greet characters are full-body, human costumes. They are larger in size and scale than the pups on PAW Patrol. While most children are excited to meet the characters up-close, others can feel frightened. If your child is scared or hesitant to meet the characters, we recommend moving to the back of the line; this will allow your child the extra time he/she may need to warm up to the characters and see how they interact with other children present.

    A V.I.P. ticket must be purchased by a parent/guardian along with the child’s V.I.P. ticket. Children are not allowed access without a V.I.P. paid adult. Please note, public event laws vary nationwide from county to county and some venues may require all patrons, regardless of age, to have a ticket. Please contact your local arena to confirm their specific policy.

    Upgrade to the PAWSOME V.I.P. Package* which includes:

    • All the V.I.P. Package perks
    • Upgraded front row seating
    • Exclusive PAW Patrol Live! souvenir

    *Available in select cities only.

  • How do I buy V.I.P. Tickets?

    V.I.P. Tickets are located in the first few rows of each venue. Tickets will be labeled “V.I.P.” or “P1”.

    On Ticketmaster: You can find V.I.P. by selecting them on the seat map or filtering for “Best Seats” during the seat selection process. Be sure your filter is set to include VIP tickets. If you’re experiencing issues with the Ticketmaster System, we recommend contacting their customer service line at 1 (800) 653-8000.

    Other ticketing systems: V.I.P. seats are most easily found by selecting seats on the seat map. For assistance, please contact your local venue’s box office.

    For other assistance contact VStar Entertainment at info@vstarentertainment.com

    **Please note the V.I.P. Meet & Greet cannot be purchased separately or added to previously purchased tickets.

  • Should I buy my tickets ahead of time?

    We encourage you to purchase tickets in advance to ensure the availability of the seats in the location or price level you want. However, as long as they are available, seats remain on sale until performance time.

  • How early should I arrive?

    Doors open one hour prior to showtime. Allow ample time for traffic, parking delays, and entrance to the venue. Once you arrive, you may want to take your child to the restroom and get refreshments in order to be seated and ready by show time.

  • How long is a typical performance?

    PAW Patrol Live! “Race to the Rescue” is a 75-minute production. PAW Patrol Live! “The Great Pirate Adventure” is 85 minutes. Both runtimes include a 15-minute intermission, and both shows feature a dynamic soundtrack, choreography, and dazzling lights and special effects..

  • How much do PAW Patrol Live! Tickets cost?

    Ticket prices vary depending on availability in your city and the seat location in the theater. It’s best to check current ticket prices by selecting your city on our Tickets Page.

    For assistance with ticket prices in your city contact your local venue’s box office or VStar Customer Service at info@vstarentertainment.com

  • Do you offer any special ticket pricing for large groups?

    Yes. You can obtain additional information by contacting your local venue.

  • Is there a coupon or promo offer?

    You can sign up here and we’ll keep you up-to-date with exclusive offers, special savings, advance ticket notices, and more!

    We also offer discounted tickets for active and retired members of the U.S. Military, including the National Guard, Reservists and the U.S. Coast Guard, as well as first responders including police officers, firefighters & EMTs and paramedics. The discount is only available at the box office; must show ID. Excludes Gold Circle & V.I.P. tickets.

  • Is my child old enough to see PAW Patrol Live?

    The specific appropriate age range for children is 1 to 6 but, as a live stage experience, PAW Patrol Live! is shared and enjoyed by the entire family. We love seeing children and their parents and grandparents all coming together to enjoy our productions.

  • Can I refund or exchange my tickets?

    Tickets are non-transferable and non-refundable. If a cancellation were to occur, it will be posted to our social media pages with details on exchanges or refunds.

    We are not able to refund your tickets if you forgot about and missed your chosen performance, so please be sure to keep track of the date and time you plan to attend the show.

  • Can I bring a camera?

    Yes, we wouldn’t want you to miss the opportunity to capture this special moment in a child’s life! However, professional photography and videotaping are strictly prohibited without prior written consent from VStar Entertainment Group. Even if your camera gear just appears professional, you may be asked to take it out of the performance space.

    Many of the venues we visit have their own camera policies, which their staff members must enforce. We recommend checking your local venue’s policy, too, just to be sure!

  • What is your photo consent policy?

    The PAW Patrol Live! event you attend may be professionally photographed, videotaped and recorded.

    By attending, you agree that the event for which you purchase tickets is a public event, that your appearance and actions inside and outside the venue where the event occurs are public in nature, and that you have no expectation of privacy with regard to your actions or conduct at the event. You grant permission to us to utilize your name, image, likeness, acts, poses, plays, appearance, movements, and statements in any live or recorded audio, video, or photographic display or other transmission, exhibition, publication or reproduction made of, or at, the event (regardless of whether before, during or after play or performance) for any purpose, in any manner, in any medium or context now known or hereafter developed, without further authorization from, or compensation to, you or anyone acting on your behalf.

  • Costume Policy

    In an effort to maintain a safe and family-friendly environment for all Guests, we ask that the following wardrobe guidelines be adhered to for all PAW Patrol Live! performances:

    • Masks and/or facial coverings that obscure or prevent identifying a person may not be worn by Guests 13 years of age or older (unless for medical purposes).
    • Family-friendly costumes are permitted but cannot be offensive, intrusive, violent or include any weapons that resemble or could easily be mistaken for an actual weapon.
    • Guests in-costume may not pose for pictures or sign autographs for other Guests.
    • Clothing with objectionable material, including obscene language or graphics are prohibited.
    • Clothing with multiple layers are subject to search upon entry.
    • We reserve the right to deny admission to or remove, without refund, any ticket holders wearing attire that is considered inappropriate or attire that could detract from the experience of other Guests.
  • Will there be merchandise sold at the show?

    Yes, we offer PAW Patrol Live! souvenirs for sale at our concession stands. Our offerings include character plush, an activity book/show program, light up toys, and branded keepsake items that children can enjoy as a remembrance long after the show is over. Souvenir prices range from $5 to $40.

  • Accessibility Information

    We believe in making PAW Patrol Live! an enjoyable experience for all families. To assist in making your PAW Patrol Live! experience the best it can be, here is some information about our show:

    ADA Seating: ADA seating is available at all performances – including VIP. For assistance purchasing ADA seating, please contact your local venue’s box office.

    Lights: PAW Patrol Live! features theatrical lighting that may shine into the audience.

    Sensory Provisions: Please reach out to your local venue to learn about their accommodations.

    Sound: PAW Patrol Live! has a sound level of 90dB with the occasional peak at 100dB.

    Special Effects: There is a confetti cannon used in the finale of each performance.

    Please contact your local venue to learn more about their specific services.

  • How can I become a performer in a PAW Patrol Live! production?

    For audition information, please contact our Audition Coordinator, Martha Good, at marthag@vstarentertainment.com.

  • Can the characters from PAW Patrol Live! make an appearance at my special event?

    We’re happy to hear you want PAW Patrol Live! to be a part of your event. Unfortunately, due to touring schedules and our licensing agreement PAW Patrol Live! characters cannot make private appearances.

  • Who do I contact with a question or comment about PAW Patrol Live! or tour merchandise?

    You may contact us directly by email at info@vstarentertainment.com.