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Frequently Asked Questions

GENERAL FAQ

The experience is located at 218 West 57th Street between Broadway & 7th Avenue.

The closest subway stops are Columbus Circle/59th St (A, B, C, D, 1, 2 trains), 57th St & 7th Ave (N, Q, R trains), 57th St & 6th Ave (F train), 53rd St & 5th Ave (E, M trains).

The experience is open 7 days a week. Mon-Fri from 10 a.m. to 8:00 p.m., and Sat-Sun from 9:00 a.m. to 8:00 p.m. (last entry at 6:30 p.m.). Occasional earlier closing times are possible due to private events.

Trolls The Experience will be open every day of the week including holidays. Last ticket sold 90 minutes before closing.

The experience is designed to take 60 to 90 minutes.

The following items will not be permitted inside the attraction: large oversized (8” x 17” x 18” ) bags/luggage; weapons of any kind; illegal substances or alcoholic beverages; tripods/monopods/selfie sticks; animals other than service animals; skateboards, roller-skates, “wheelie” shoes; outside food and beverages, laser pointers, signs, banners & flags

Complimentary coat & collapsible stroller check is available. If strollers cannot be collapsed, our cast has the right to store it in a safe outdoor area, weather permitting. Strollers in the experience would prevent a safe fire evacuation. The only strollers allowed for families with special needs (please email [email protected] with your scheduled date and time so we can better assist with your families experience when you arrive). For a more enjoyable visit, skip the stroller check line and leave your stroller at home.

Food and beverages are not allowed inside the attraction, however, there is a café located on the lobby level with grab-n-go items, including drinks, candy, etc. that you may enjoy once you have completed the experience. Additionally, Babies and younger children may use bottles and sippy cups in designated areas. Please ask a cast member when you arrive for any additional assistance.

Yes, there is a shop featuring Trolls themed merchandise available for purchase.

Guests interested in learning more about a private or social event (birthdays, etc) please contact our Trolls Group & Concierge Services by calling 833-266-5122 or emailing us at [email protected].

Trolls fans of all ages are welcome. Parents and caregivers can make the best judgment about their children’s interest and ability to enjoy visiting. Each paid ticket includes admission, scrapbook trinkets and bag, select photos, free Wifi, and memories to last a lifetime. All adults and children ages 2 and up need a ticket.

Admission is a timed-entry where your ticket is for a specific time slot allowing the management of capacity levels within the experience.  Guests are encouraged to arrive at least 15 minutes prior to their designated time slot.  Higher volume days may involve a short wait to enter. Guests may be required to wait outside of the venue before entering, although our Trolls Ambassadors will do their best to admit guests in a timely fashion.

The box office will do their best to accommodate you into the next available time slot. Due to high demand, your scheduled time slot might not be immediately available and you may have to wait until later in the day.

Yes! There will be animated, 3D and in-person Trolls at the experience.

Yes, we encourage you to take pictures and video of the experience and to share it with your friends and family.

The experience is fully accessible for the mobility impaired.  A printed set of captions for video content is available upon request.

Outside food and drink are not allowed in the experience. There is a Trolls cafe on location where guests may buy drinks and grab-n-go items.

To make a reservation for a group of 15 or more, visit our online ticketing site or contact Trolls Group & Concierge Services at 833-266-5122 or emailing us at [email protected].

Proper attire, including shoes and shirts, must be worn at all times. All of our shows and experiences offer a casual, family-oriented environment. Clothing which, by nature, exposes excessive portions of the skin or body that may be viewed as inappropriate for a family environment will not be permitted. In that spirit, we ask you to use your discretion and common sense. Costumes worn by guests 14 years of age or older are not permitted.

ECOMMERCE FAQ

All ticket purchases are final – NO EXCHANGES OR REFUNDS.

If you just purchased the ticket online, please allow a few minutes for the email to be sent to your inbox. After a few minutes, if the email has not arrived, check the Spam folder. If the receipt confirmation email is not there, it can be retrieved from the store. Click the Menu on the top left and go down to Order Lookup. From there, enter the email address and phone number used at the time of purchase and click Search. Select your order from the Order History results. Here you can view your receipt or your tickets. If you are in need of further assistance, please contact the technical support hotline at 647.351.3474 who can confirm your order details and re-send the receipt email.

If you receive an error when trying to add an item to your cart, please select the refresh icon on your screen and try again.

The billing address must be entered the same as your bank or credit card company has on file.  If you recently moved, consider trying your former address in the payment information fields.

Tickets can be printed from your computer’s printer taken straight to the entry point of the venue. You will be asked to register each ticket after the purchase is complete.

You may register each ticket by clicking on the “Register and Print” button on the order confirmation screen or your email receipt.

Tickets already marked with “Guest” do not need to be registered individually. The venue has designated these ticket types to not require registration.

If you do not know the name of the person(s) who will use the ticket(s) at time of purchase: You may wait to print order until you can properly register all the names from your email receipt.

You may select to print tickets individually, printing only the tickets you have registered with a name.

1. Tap the “Buy tickets” button on the Home Screen.

2. Tap the Menu button in the top left to see more options.

3. Select the desired tickets and quantities, confirm your total and enter your billing information. Your ticket will populate directly on your mobile device!

4. Scroll down to see each ticket barcode if you purchased multiple tickets in the same transaction.

Yes, you can retrieve the tickets from the email receipt and print them from your web browser. However, for convenience, we have afforded you the option to retrieve tickets right from your mobile device and have the barcode scanned at the entry point of the venue.

Yes, iOS6 or higher users can add ticket(s) to Apple Wallet on iPhone and iPod Touch devices, ONLY if Apple Wallet enabled tickets are in the order.

If you just completed your purchase and the barcode is on your screen, please proceed directly to the entry point of the venue to have the barcode scanned.

If the barcode is not on your screen, please select “Order Lookup” from the Menu and enter the email address and phone number used to make the purchase. Proceed to the entry point of the venue to have your barcode(s) scanned directly from your phone.

If you are experiencing technical difficulties with the Ticketing Store, contact Online Technical Support at 647.351.3474. For venue related questions, please contact the venue directly.