TDF Answers
Questions about TDF, TKTS or other transactions? Get answers in our FAQs:
Joining and Renewing
Placing Online Ticket Orders
Login Issues
Ticketing
Rules and Restrictions
Seating
Security
Technical
General
Gift Certificates
TKTS APP
Visiting The Costume Collection
Rentals
Checkout
Caring for Costumes
Returns
Misc
Most tickets are held at the box office. To pick up your tickets at the box office, you may be asked to present a copy of your order confirmation and/or a valid ID. To avoid long lines, please pick up your tickets 30 minutes prior to curtain.
Note: If you ordered tickets through a mail offer, you will receive tickets or further instructions in the mail. TAP members can refer to the show description for delivery information.
How many tickets can I purchase with my account?
Each TDF member can purchase up to nine (9) tickets per performance.
Does TDF accept phone orders?
No. Please understand that telephone orders are not possible.
Can I change something on my order/cancel my order/get an exchange or refund?
Sorry, orders cannot be changed or cancelled once they are processed. All orders are final, and there are no exchanges or refunds. Also, please understand that TDF is not responsible for changes in casting and cannot refund in such situations. Refunds are only issued if a performance is cancelled.
If I want to pay cash instead of using a credit card, how can I order tickets?
TDF is unable to accept cash payments. If you want to make cash purchases, you can purchase tickets at the theatre or at a TKTS Discount Booth.
Can someone buy tickets for a performance even though the date is not listed anymore on the TDF menu of current offerings?
If a performance is no longer listed, this means there are no more tickets available for that performance. However, please check the listings regularly, as we sometimes receive additional ticket allocations.
How far in advance can I order tickets online?
Tickets can be purchased for the performance date listed, and the dates can be as many as six weeks in advance. If there is a performance you would like to attend, it is recommended that you purchase tickets as soon as possible. Can I reserve the choices I select and come back later and find them? Ticket choices are held in the shopping cart for 30 minutes. If the tickets are not purchased within 30 minutes, they are released back in to the pool for other members to purchase.
How often is the list of current offerings updated?
The list of current offerings changes instantly throughout the day. Log in regularly to check for new performances and dates - shows can sell out quickly!
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1. Can't logon. The website responds "Please confirm your account information is correct and try again."
Translation: The email address you submitted could not be found.
Are you absolutely sure that you have correctly input your email address?
It may sound silly, but 90% of our users who complain that they can't logon have simply made a typographical error in inputting their email address.
Are you using an "auto-complete" feature? If you are accustomed to inputting only the first few letters of your email address, your computer may have "remembered" a past mistake. Take the time to enter your email address and password completely, without using this feature. Once you have successfully logged on once, the "auto-complete" feature on your computer will "remember" the correct information and have it available for you in the future.
Did you change your password? Check your email for a message with the next steps.
2. Can't logon. The website response "Please confirm your password and try again."
Translation: Your email address is valid. But, your password is not.
Are you using an "auto-complete" feature? If you are accustomed to inputting only the first few letters of your email address, your computer may have "remembered" a past mistake. Take the time to enter your email address and password completely, without using this feature. Once you have successfully logged on once, the "auto-complete" feature on your computer will "remember" the correct information and have it available for you in the future.
Did you change your password? Check your email for a message with the next steps.
3. I successfully logon, but immediately get sent back to the logon page.
Our network didn't recognize you!
If you can successfully logon, but return to the logon page when you attempt to view our current online offers, you probably don't have "cookies" enabled in your browser. "Cookies" are little bits of data that are sent to your browser in order to securely identify you as you move about our website. Normally, your browser will forward this information back to our server each time you make a request. "Cookies" do not contain any private information, and are used only to securely and safely identify your account. In most cases, "cookies" are enabled by default.
To enable "cookies", follow the instructions below for your specific internet browser. On some platforms, the location of your cookie settings may differ. Please see your browser specific documentation/help for additional assistance.
For your security, TDF highly suggests that you upgrade your browser to the most recent version of your preferred browser software. However, if you are unable to upgrade your software, follow the instructions below to enable "cookies" on your browser. Please note that some features of TDF's Online Offers may not be available to you. For assistance in upgrading, please contact your Internet Service Provider.
4. I cannot view the current list of available offers. The page appears to be loading, but is never displayed.
Translation: there is a compatibility issue.
TDF has discovered a compatibility problem with AOL for Broadband for the Macintosh. This is the only browser affected by this incompatibility. If you are experiencing this problem, please use the most recent version of Microsoft's Internet Explorer for the Macintosh, or Safari.
If you are using an alternate browser, but experience a similar problem, please report this issue to TDF's Technical Support Team.
When are my tickets mailed?
Most tickets are held at the box office. To pick up your tickets at the box office, you may be asked to present a copy of your order confirmation and/or a valid ID. To avoid long lines, please pick up your tickets 30 minutes prior to curtain. If you ordered tickets through a mail offer, tickets are mailed 7 to 10 days before the performance date you are attending. Delivery times depend on the efficiency of your local post office. Please keep a record of your order.
TDF TICKETING RULES AND RESTRICTIONS
• Once your order is submitted, it cannot be cancelled or changed.
• Depending on availability and performance type, users are permitted to order up to nine tickets per performance. After your order is submitted, you will not be able to purchase additional tickets to this performance. If available, additional tickets may be purchased from the box office at full-price.
• Handling fees are non-refundable.
• Although TDF will attempt to notify its patrons via our website of performance changes or cancellations, TDF makes no guarantees regarding the timeliness, accuracy, or reliability of information posted on our website regarding such changes.
•If, for any reason, TDF is unable to process charges against your credit card, you will be responsible for all charges associated with this your order(s).
• These services are for TDF ticket buyers only, and theatres reserve the right to require a photo ID and/or proof of purchase before releasing a member's tickets.
• Participation in TDF's ticketing programs is contingent upon compliance with all policies set forth by TDF and the individual theatres.
• Tickets will NOT be released to non-TDF members and are NOT transferable.
• Late seating is always at the discretion of the theatre's management.
• TDF is not responsible for changes in casting and cannot refund in such situations. Refunds are only issued if a performance is cancelled.
We encourage everyone to use the newest version for optimal security (upgrades are free). To Find Out the Version of Your Web Browser In the browser, click on "Help ->About ->." The browser version will be listed.
If the TDF website is displaying oddly or showing outdated information, clearing your browser's cache can help. How do I clear my browser's cache?
To Clear Your AOL 9.0 Browser Cache From the horizontal toolbar at the top of your screen, click on "Settings." A box appears called "Settings: Essentials." Click on "Internet [Web] Options." A new window will launch called "AOL Internet Properties." Click on the "General" tab. Under "Temporary Internet Files" click on the "Settings" button. On the "Settings" page, make sure "Every visit to the page" is selected. Click "OK." When you return to the '"General" tab, click on "Delete Files" to clear the cache. Click "OK."
To Clear Your Internet Explorer Cache (Windows) In the browser, click "Tools" on the menu bar. Choose "Internet Options." On the "General" tab, click "Clear History." When it asks "Delete all items in your History folder?" click "OK."
To Clear Your Internet Explorer Cache (Mac OS X) Open the Explorer menu and select "Preferences." Find the section labeled "Web Browser" and click on "Advanced." Find the section labeled "Cache" and click on the "Empty Now" button.To Clear Your Netscape Cache Launch Netscape. In the browser, click "Edit" on the menu bar. Choose "Preferences." Click on the plus sign (+) by "Advanced" and choose "Cache." Click "Clear Memory Cache" and then click "OK." Click "Clear Disk Cache" and then click "OK." Click "OK."
To Clear Your Mozilla Firefox Cache (Windows) In the browser, click "Tools" on the menu bar. Choose "Options. Select "Privacy." Choose "Cache." Choose "Clear."
To Clear Your Mozilla Firefox Cache (Mac OS X) Open the Firefox menu and select "Preferences. Click on the "Privacy" tab. Find the line labeled "Cache" and click on the "Clear" button.
Enabling cookies allows the TDF website to work best. How do I turn on cookies in my browser?
Make sure your computer is set to accept cookies before you try to make a purchase. Make sure nothing is preventing your browser from accepting cookies such as an antivirus programs or a pop-up blocker.
To Turn on Cookies in Microsoft Internet Explorer In the browser, choose "Tools." Select "Internet Options." Click the "Security" tab. Click "Internet," then "Custom Level." Scroll down to "Cookies" and choose one of the two options.
To Turn on Cookies in Netscape From the "Edit" menu, select "Preferences." Click "Advanced." Click to select the box labeled "Accept All Cookies. Click "OK."
To Turn on Cookies in Mozilla Firefox In the browser, choose "Tools" and select "Options." Click the "Privacy" tab. Expand "Cookies" menu. Check the box labeled "Allow Sites To Set Cookies." Click "OK."
I am a member of both TDF's Membership and Accessibility Programs. How do I buy tickets?
When you log in, you will automatically be taken to your accessibility membership. Here you can view offers, purchase tickets and review your order history for accessible performances only. In order to access your general TDF membership offers, click the button that reads "View General TDF Offers." Once you click the button, you will be able to view offers, purchase tickets and review your order history for your general TDF membership. When you have both membership accounts, your offers, cart and order history can only be seen separately. To return to your TDF accessibility membership account, click "View TAP Offers."
This program is part of a New York State business recovery initiative with ticket offers restricted to select groups of state-approved community organizations.
• 60 organizations have been selected to participate in the TDF Broadway Passport Series. Affiliation with one of these organizations is a prerequisite to participation.
• Once your order is submitted, it cannot be cancelled or changed.
• TDF Broadway Passport members are permitted to order up to nine tickets per performance, depending on availability and performance type. After your order is submitted, you will not be able to purchase additional tickets to the performance. If available, additional tickets may be purchased from the box office at full price.
• Although TDF will attempt to notify patrons of performance changes or cancellations on our website, we cannot guarantee the timeliness, accuracy or reliability of information posted regarding such changes.
•If, for any reason, TDF is unable to process charges against your credit card, you will be responsible for all charges associated with your order(s).
• These services are for TDF Broadway Passport members only, and theatres require a photo ID and/or proof of purchase before releasing tickets.
• Participation in TDF's ticketing programs is contingent upon compliance with all policies set forth by TDF and the individual theatres.
• Late seating is always at the discretion of the theatre's management.
• TDF is not responsible for cast changes and cannot refund in such situations. Refunds are only issued if a performance is cancelled.
• Current TDF members or participants in another TDF programs are not eligible for membership in the TDF Broadway Passport Series.
• This program is slated to run until December 2023.
• As of July 1, 2022, proof of COVID-19 vaccination and masks are not required to attend Broadway shows. Read more about Broadway's COVID-19 policies on The Broadway League's website. Please note that there is some risk of contracting COVID-19 inherent in attending performances. By purchasing tickets and attending performances, you acknowledge that inherent risk and agree that TDF bears no responsibility for any illnesses or other potential repercussions from your attendance. By purchasing tickets, you further acknowledge that the venues TDF partners with are responsible for creating and maintaining their own safety protocols, and that TDF bears no responsibility or liability for those protocols or their implementation.
What is the TKTS app?
The TKTS app is the official TDF app which features accurate, up-to-the-minute listings, of all shows available at the world famous TKTS discount booths at all locations: Times Square and Lincoln Center. In the app, you may also find detailed and theatre information, TDF Stages Magazine, and more ways to interact with TDF.
Where can I download it?
You can download the TKTS app free of charge from the iTunes App Store, the Google Play store or the Amazon App Store.
Are all the shows available at the TKTS Booths included in the TKTS app?
Yes, every show available for sale is listed in the app.
How often is the TKTS list updated?
The TKTS list reflects what's on the TKTS boards in real time and, therefore, what's for sale at the booths at any given moment. As ticket availability changes, shows will be added or removed from the boards. The TKTS app will also reflect all changes.
What devices does it work on?
The TKTS app works on iPhone, iPad and Android smartphones. We also have versions of the app available for the Android and Windows Phone platforms.
Where do I send questions and feedback about the TKTS app?
For technical support regarding the TKTS app, you may email TDF at app@tdf.org . If you have a TKTS booth related question, email us at info@tdf.org. You may also use the "Information" tab in the TKTS app to contact us.
What is "My List"?
If you would like to be notified when the show of your choice becomes available for sale at TKTS, you may add it to "My List" by touching the bell icon next to each show. You may be notified about as many shows as you would like and can manage these notifications from the "My List" tab. In order to be able to receive notifications, please make sure you've given the TKTS app permission to do so.
Where can I see the line wait time for each booth?
You can find the line wait times on the Map Screen which features the TKTS Booths' location and hours. This can be accessed by tapping the pin on the right side of the top navigation bar (Next to the search icon!). To see the approximate line wait time at each booth, tap the booth on the map. A bubble will appear above the booth with an approximate wait time. If the booth is closed, the bubble will read "Closed;" if no time has been posted during open hours, it will simply read "Open."
Please note that the stated time is an approximation in real time, and the actual line wait can fluctuate.
For the health and safety of our staff and customers, the TDF Costume Collection is reopening with the following safety protocols:
For more information or to schedule an appointment, contact us at ccreception@tdf.org or 212-989-5855. We look forward to working with you again soon!
Who can rent costumes from us?
Any organization working on a theatre, film, dance, TV or other type of artistic endeavor is eligible to rent from our Costume Collection of 85,000-plus costume pieces. Not sure if your project qualifies? Email us.
Do I need to be a TDF member to rent from the Collection?
Nope. But check out all the awesome things a TDF membership can do for your organization.
How much do rentals cost?
Regular rentals start at $130 per costume, but if you are a nonprofit organization, you qualify for a discount. Nonprofit pricing starts at $50 per costume for a one-week rental. Dry-cleaning is mandatory and costs extra. Please see our price chart or email us for specifics.
What are the dry-cleaning rules and rates?
Clients must prepay for post-rental dry-cleaning. For most items, the rate is $8 per pound. Items that require special handling (anything with suede, leather, fur, beads, sequins, etc.) are billed per piece. Don't worry, once you've chosen your costumes, we can give you a dry-cleaning estimate at Final Checkout.
Nonprofits may use a dry-cleaner of their choice, but proof of cleaning must be provided.
Can you pick out the costumes for me?
Yes. If our staff helps you pull the costumes, the fee is $26 per hour. Nonprofits receive a discount. We have additional services as well. Email us for more information, we'll be happy to discuss your options.
What forms of payment do you accept?
Cash, checks, or Visa, MasterCard and American Express. If you want to pay by purchase order or wire transfer, please email our administrator Taylor Alfano. Don't have any of those? Call us at 212.989.5855 ext. 0 to see what we can work out.
When do we need to pay for the rental?
Rentals must be paid in full for before the costumes leave our warehouse.
What happens if I rent costumes I don't need?
You can exchange costumes as many times as needed. However, in the event that you don't use everything you rent, we cannot offer a refund or credit. If you want multiple options to try on, you can take items on spec for an additional fee.
Where are you located?
We're inside the historic Kaufman Astoria Studios in Queens, NY, where lots of cool TV shows and movies are shot. Visitors must obtain a studio pass at the guard gate and come in through the main entrance at the intersection of 35th Avenue and 36th Street in Astoria. See map.
If you need the freight entrance, it's located across the street from a building called The Marx at 34-32 35th Street between 34th and 35th Avenues. See map.
What are your hours?
Weekdays from 9:00 a.m. to 5:30 p.m., excluding holidays. From Memorial Day weekend to Labor Day weekend, we close early on Fridays. Just so you don't make the trip for nothing, before you come by call 212.989.5855 ext. 0 to confirm we're open.
Which subway station is closest to you?
The M/R Steinway Street stop. Visit the MTA's site to plan your trip.
Is there parking nearby?
There is street parking in the neighborhood. There are a few privately owned lots in the area as well. See map.
Do you offer tours?
No formal ones, but you're welcome to drop by and look around when we're open.
Do I need an appointment?
Only if you want to work with one of our staff designers or need a fitting room.
I am from a nonprofit organization. How do I rent?
Start by filling out our rental form. Nonprofits get a discount upon proof of status, such as a 501c3.
I need costumes, but I'm not working with a nonprofit. How do I rent?
Anyone willing to take financial responsibility for the project can fill out our rental paperwork. Email us to discuss specifics.
Can I pull the costumes myself?
Yes! Most customers who visit our warehouse pick out their own pieces, though with 85,000-plus to choose from, it can be overwhelming. Don't come here in a rush! Costumes are organized by time period or type, not size.
Can you help me pull costumes?
Yes! For an additional fee, our staff can assist you with pulling, sizing and anything else you need. Email us for information or to schedule an appointment with one of our staff designers.
How far in advance can I rent costumes?
Nonprofits can pull costumes 56 days prior to their first performance or shoot date. For regular rentals, it's 14 days before the first performance or shoot date.
What do you recommend I bring with me to the Collection?
Your performers' measurements plus any designs or photos. We have tape measures but we encourage you to bring your own. If you are pulling a large number of costumes, bring safety pins, a Sharpie and paper/oak tags to place on garments. You can even bring rack dividers to help you organize.
Can I try on costumes?
Yes! We have two dressing rooms. They are in high demand, so you must book them in advance by calling 212.989.5855 ext. 0. No undressing in our aisles!
I can't visit the Collection. Can I still rent from you?
Yes! We offer affordable pulling services based on your needs. Call us at 212.989.5855 or email us for details.
Do you alter costumes?
Nope. But we have a vast collection, so there's a good chance you can find something that fits.
I found a costume in need of repair. Can I rent it at a discount?
Sorry, no. We suggest choosing a different item or, if your heart is set on it, repairing it yourself.
What does Final Checkout mean?
That's when all of your selections must be made and prepped for our staff to inventory before you leave with the costumes.
I'm done pulling! How long does Final Checkout take?
It can take some time. Luckily, we're located in a vibrant neighborhood, so feel free to run out to grab a bite to eat. We can call you when we're done.
I have a large order. How do I get my rental out of the building?
We can lend you a rolling laundry hamper that you can use in the freight elevator.
I need my order shipped. Can you do that?
While we cannot ship same day, we can set up a future UPS shipment either using our UPS number or yours. Just fill out this form. Please note that the shipping and handling charges are the renter's responsibility.
Can you help me load my car?
Nope, sorry. We suggest bringing a helper with you if you're dealing with a large number of items.
How are costumes packaged?
We generally bag costumes off hangers.
Can I make alterations?
Small alterations for size are acceptable, but you may not cut, dye or glue any garment. Small alterations may be kept in place, but large ones must be undone. Need more info? Email us and we'll be happy to go over specifics.
Can I use stage blood or distress costumes?
Nope. If you do anything that permanently alters a garment, we will charge you the full replacement value.
Who can drop off costumes?
Anyone as long as the individual knows the name of the person or organization listed on the rental paperwork. If you are a nonprofit and have dry-cleaned the items, you must provide a copy of the receipt as proof.
What if I need help with my large return?
We can lend you a rolling laundry hamper, but someone must come into the warehouse to get it. We cannot bring it to you.
Can we ship costumes back?
Absolutely. Be sure to fill out and include this form inside each box with your organization's name and whether or not the costumes have been dry-cleaned. If they have been dry-cleaned, you must provide a copy of the receipt as proof.
Do you sell costumes?
We have biannual bag sales. To be notified about our next one, sign up for our email list.
Are you hiring?
Job postings can be found on the Employment Opportunities page of TDF's website.
How do I become a member of TDF Accessibility Programs?
You can apply online.
If you prefer to apply by mail, you can download our application here, send a self-addressed, stamped envelope to:
TDF Accessibility Programs
520 Eighth Avenue, Suite 801
New York, NY 10018-5652
ATTN: Application
If I am already on TDF's regular membership list, can I also be an Accessibility Programs Member?
Yes, please contact tap@tdf.org on how to have a dual membership.
What if my spouse/partner is a member of the general TDF membership program?
If there is someone in your household who qualifies for general TDF membership they can have a separate account, even though the mailing address is the same. For sign-in purposes and e-correspondence there will need to be separate email addresses. Please remember that any tickets ordered through general TDF membership are always offered for seating anywhere in the theatre and we do not know in advance what seat locations we will receive for any given performance. As a result general TDF membership cannot honor any requests for special seating. Therefore, if you plan to attend the theatre with your spouse/partner, we suggest that you order tickets through your Accessibility Programs account.
What kind of proof would I need to supply to become a member of TDF Accessibility Programs?
The preferable proof of disability is a doctor's note; however, a copy of an Access-A-Ride Pass or the results of a medical test (i.e. hearing/vision) are also acceptable.
If I apply online, when do I supply proof of disability?
You have 30 days from the day you apply online to send your proof of disability.
What if my medical condition changes?
If your condition changes (i.e. you now require an aisle seat rather than general orchestra seating) please call the TAP office at 212.912.9770 ext.*381 or email us at tap@tdf.org. When emailing, please include your customer ID#.
Is there an annual fee for TDF Accessibility Programs Membership?
NO, currently there is no annual fee for this service. However, a fee may be instituted in the future.
How many tickets can I order through the Accessibility program?
You can order up to NINE (9) tickets per performance unless otherwise stated.
Will my seats always be in the orchestra if I order through the TDF Accessibility Programs Membership?
YES, orchestra seating is guaranteed for all performances.
Are tickets more expensive than those sold through TDF's general membership?
YES, the tickets are more expensive because we guarantee an orchestra seat for our Accessibility Programs Members. The cost of the tickets will be approximately 50% of the box office price for their orchestra seat.
Is there a handling fee?
YES, there is a $4.00 handling fee per order, per show (NOT PER TICKET). So, for example, if you ordered five (5) tickets for The Phantom of the Opera, you would add $4.00 to the total cost of the ticket order.
If something happens and I cannot attend a performance, would I be entitled to a refund or allowed to go to another performance?
All tickets through TDF are NON-REFUNDABLE unless a performance does not go on. However, in some cases, you may be able to "past-date" your tickets for another performance by contacting the number on the back of your tickets (usually Ticketmaster or Telecharge).
How will I receive information for upcoming shows?
Every 6 weeks, an email will be sent giving pertinent information on upcoming shows. You can also request to have a brochure mailed to you.
Members who are hard of hearing or deaf will also receive an offer for Open Captioned and Sign Language Interpreted performances online only. For members who are blind or have low vision, audio described performances are sold online only.
Once I send in my ticket request form, when can I expect to receive my tickets in the mail?
You should receive your tickets AT LEAST ONE (1) WEEK PRIOR TO THE PERFORMANCE DATE. If you do not receive your tickets by that time, please call the office at 212.912.9770 ext. *381 for assistance.
If I am ordering by mail and I give performance date options, how do I know what date my tickets will be for?
TAP always does its best to fill a customer's first choice but you will not know for sure what date has been filled until you get your tickets in the mail.
What if I'm ordering by mail and the performance(s) I request are sold out?
If your order cannot be filled, we will return your check. TDF will never partially fill an order. For example, if you send in a check for 4 tickets and only 2 tickets are available, your check and order will be returned to you.
What if my tickets are lost in the mail or I misplace them?
Our accessibility department keeps a record of all seat locations. If your tickets are lost, please call (212) 912-9770 ext. 381 A.S.A.P. We will then fax or email you a "lost ticket form". You will then take the "Lost Ticket Form" with you to the box office on the day of the performance.
Can I order tickets online?
YES
To order online from your computer:
o Go to the TDF website at tdf.org.
o Click on "TDF Login" (top right).
o Put in your email address where indicated.
o Add your password.
o Click "log in" and the page will open up to your current listing of shows.
o Click on the title of the show you wish to purchase and follow ordering instructions.
o You will get an immediate confirmation of your purchase, if tickets are available.
I can't login. What is the problem?
Your email might not be registered with TDF Accessibility Programs Membership or your account may be inactive. If you are having trouble please email tap@tdf.org for further assistance.
I have not been getting offers in the mail. Why?
We update the mailing list frequently, so if you have not ordered tickets in the past 2 years, your account may be inactive. To get back on the mailing list, please email tap@tdf.org and include your member I.D. # if you have it. If you do not have your I.D. # please include the complete name the membership was under, along with your current mailing address.
What are TDF's business hours?
MONDAY - FRIDAY, 10:00 AM - 6:00 PM
TDF CLOSES AT 3:00 PM ON FRIDAYS IN THE SUMMER (JUNE 1 - AUG. 31)
How can I contact your department?
VOICE PHONE: 212.912.9770 ext. *381
Email: tap@tdf.org
Fax: 212.768.1563 ATTN: TDF Accessibility Programs
Mail:
TDF Accessibility Programs
520 Eighth Avenue, Suite 801
New York, NY 10018