FAQ

SMG Experience

What's the difference between SMG and other movie theaters?

SMG combines first-run movies, alternate and family programming, with in-theater dining from an extensive American Grill menu and full-service bar. At the push of a button, place your order with an SMG team member directly from your seat and have your food and beverages delivered before and during the show.


How does SMG work? Do I have to arrive early to order?

Enjoying SMG is easy. Here are some helpful tips on how to SMG: Purchase tickets online or at the theater. We encourage guests to arrive 15-20 minutes prior to show time. If seating hasn't begun for your movie, please enjoy a cocktail or non-alcoholic beverage from our lobby bar until seating is announced. Once seated, service is available by pushing your Service Button, conveniently located at every seat, table or counter. Our team is trained to deliver your order to your seat without compromising your viewing experience or interrupting other guests. You can order from our menu as much and as often as you like anytime throughout the movie. Towards the end of the movie, we will drop your check for payment. Enjoy your show!


What types of seating options are available?

SMG provides four different types of seating for your experience (not all seating styles are available at each location). Table A and B seats share a table surface that offer either a desk style chair or stationary chair option. Counter-top seats share a counter space for all parties on that row and offer a desk style chair option. The lounge seat with a tray table is a stationary chair that include a built-in tray table as well as a more expansive seating area. The reclining lounge seat with a tray table is a stationary chair that include a built-in tray table and the ability to power recline your chair. A matter of personal preference, all four seating options provide an exceptional dining and viewing experience.


What do you mean by 100% reserved seating? How does it work? Can I skip the Box Office?

Reserved Seating allows you to pick specific seating locations for your desired movie and show time. You can purchase your favorite seats at every SMG location online, at a theater kiosk, or at the box office. You can purchase online and ensure you get the best seats available and never show up to a sold out show. If you purchase online, you can take the confirmation to the self-service kiosks machine any time before the show to retrieve your tickets. If you are experiencing problems while purchasing, contact Guest Services by clicking here. Please select Guest Services from the dropdown. A representative will contact you back as soon as possible.


SHOWTIMES, HOURS OF OPERATION & SUPPORT

When does SMG publish movie listings and show times?

Movie listings and show times for all SMG locations are posted in full schedule every Tuesday evening for the upcoming weekend through the following Thursday. The only exception to this rule would be for Federal Holidays that fall on Monday. In that case, the show times would be posted on Wednesday. Please note: Some films have advance ticketing available for purchase online and in-theater up to several weeks in advance of opening. You can see what movie titles are available for advanced purchase through the Movies page. Movie titles and show times are subject to change. Our web site is the most accurate website for show time information. We recommend to check the listings on the day you plan to see the movie.


I don’t see the date I want, are you closed?

We are open 365 days a year, unless an unforeseen situation does not allow us to be open. Each location’s box office opens 1 hour prior to the start of the first show for each day.


I was overcharged on my bill in the store. How do I resolve my billing issue?

If you believe an error was made, contact Guest Services by clicking here. Please select Guest Services from the dropdown. Let us know the date of your visit, the amount in question, last four digits on the card, and any additional information that will help resolve the charge. A manager will respond within 24 hours of receipt. In the event of an oversight, SMG will promptly refund your money for the amount in question.


I left something behind at theater. Is there a lost and found?

If you believe you left an item at one of our theaters, contact Guest Services by clicking here. Please select Guest Services from the dropdown. A manager will return inquiry within 24 hours of receipt. SMG is not responsible for lost or stolen items.


TICKETING

How do I purchase tickets for a movie?

Ticketing is available online, at a theater kiosk, or at the Box Office. We do not sell tickets by phone at this time. Theater hours vary by time of year but always open at least one hour prior to the first show time of the day. You can purchase tickets in advance on our web site directly from the home screen in the “Quick Ticket” section (located directly below the picture banner), the movies tab, or the location tab. Select your location, date, film, and time from one of these areas and proceed forward following the select/next step button. Select your ticket type. After selecting your ticket types, you will select seats. Proceed forward with confirming order and purchasing tickets. You will receive a confirmation number. This confirmation number can be used to print the tickets at the box office or the kiosks located in the lobby.


What are the different ticket types available at SMG?

SMG offers different ticket types for all of our locations. Children tickets are ages 2 – 12 years old. Adult tickets are ages 13 – 64 years old. Senior tickets are ages 65+ years old. SMG offers discount ticket types to military personnel and to students above the age of 13 who have valid military/school IDs. For a limited time, SMG is offering discount tickets on Tuesday. Tuesday ticket prices are $5 for all movies all day long except 3D movies which are $8. SMG For more information regarding ticket types, please visit our ticket prices and policy page .


What's a Non-peak, Peak, and Matinee ticket type?

Non-peak ticket pricing refers to show times available for sale Monday-Thursday. Peak ticketing is for show times Friday-Sunday, plus midnight screenings, public holidays and early film openings (unless otherwise noted). A Matinee ticket is for show times beginning before a specific time (each location varies). Please visit our ticket prices and policy page for more information.


I have not received a confirmation email, help?

Undeliverable email confirmations to our customers can occur from time-to-time for a host of reasons. One common reason this happens is the system routes the email directly to your junk email folder. Please check your junk folder as your first step. If you didn't receive an email confirmation, you can confirm your order through the confirm purchase page. If you do not see your confirmation in our system, please contact us through our web site. Please Note: If you received a confirmation, you can retrieve your tickets with the confirmation or the credit card used either at the box office or one of the kiosks in the lobby.


I received an error message during my transaction and it appears that I was charged, help?

If you received an error message during your transaction, it is unlikely you were charged. Your bank can authorize funds which may appear as a temporary charge but the amount pending will not post to your account. In the event that you are experiencing an issue online, SMG recommends clearing your cache and browser history before attempting your purchase again. Please note: the seats you selected may appear as sold. Our ticketing system will hold seats for approx. 12 minutes before they are available again for purchase. If problems continue, contact Guest Services by clicking here. Please select Guest Services from the dropdown. A representative will contact you back as soon as possible.


My card keeps declining, what is up?

As a continual effort to provide our guests with a safe and secure payment platform, we require address verification for all transactions processed online. More often than not, the billing information is incorrect causing a decline in our system. Please make sure your zip code matches the credit or debit card being used. If problems continue, contact Guest Services by clicking here. Please select Guest Services from the dropdown. A representative will contact you as soon as possible.


I have multiple charges on my card from a ticket purchase, help?

From time to time, we receive inquiries from guests who attempt to place an order online and their card was declined or an error occurred which results in a pending charge. Your bank may authorize a pending charge which unfortunately we cannot remove nor can we call in on your behalf as the credit card companies will not share account information with non-account holders such as the merchant. This charge should drop off your account within 2-5 business days. If multiple charges do posts to your account, please contact Guest Services by clicking here. We will resolve the issue as best as we possible can.


How do I refund my tickets?

Tickets purchased on studiomoviegrill.com can be refunded up to 1 hour prior to the listed show time for up to 9 tickets. You can refund your transaction by going to the help page of the web site. Please make sure that you enter the email address and the full credit /debit card number that was used for the order. Transactions made with a gift card must be refunded at the box office. Refunds of online tickets purchased with 10 or more guests are only available at the box office up 1 hour prior to show time. Tickets purchased using third party services such as Fandango, ATOM Tickets, and MovieTicket.com can be exchanged for another movie at the box office up to 1 hour prior to show time. No refunds are available for tickets purchased through third party services. Please note: the refunding tool will process a refund on the whole confirmation. Partial refunds can be done up to 1 hour prior to the start time of the movie. If you are experiencing issues, contact Guest Services by clicking here. Please select Guest Services from the dropdown. A representative will contact you back as soon as possible.


I need to make a change to my online ticket order. What do I do?

All ticket sales online can only be changed at the box office. If you are unable to come to the box office and are looking to change seats, show times, movie or location, you must refund the original order and repurchase tickets for the new selection. Please see above question for help on how to refund an order online.


I received a text message and I did not purchase tickets?

As part of the continued development of the site, we've added a text message option to the checkout process. While this is rare, sometimes a guest may enter the wrong phone number. Please check your card statement to ensure that you were not charged. If you were fraudulently charged, please contact your financial institution immediately.


My gift card is not processing on the web site, help?

You will enter the 19 digit serial number into the payment information at the end of the ticketing purchase. Do not put spacing between the numbers and you are not required to put the 4 digit pin number in this box. Please note: Unfortunately, our current online system does not support split payments. If the ticket value exceeds the value of the gift card, then the payment will not process. Multiple transactions might be required to complete the order. You can always use the gift card for any purchase including food and beverage.


Can I purchase group tickets for a specific movie?

Yes. If you plan to bring a group of 20 people or less, ensure your seats are together by purchasing your tickets either online or at the box office. If your group is larger than 20 people, or you require a private theater for your party, you can request information through our events page . Allow 24-48 hours for a response.


Why do you charge a convenience fee online?

To guarantee you are able to reserve your seats and do not get sold out, we offer the convenience of purchasing tickets online. To ensure we are able to maintain this service, we charge a small fee per ticket. The charge per ticket is displayed on the review order page. To avoid this fee, please visit our box office or kiosks at the facility to purchase your tickets.


PROMO & COUPON CODES

How do I redeem a promo code online?

Please review your code to ensure it can be used online and for the film you are looking to go to. Some discounts cannot be redeemed online. If applicable, choose your film, location and show time. At the ticketing section, enter your promo code. Click the submit button. A promo ticket option will appear below if your code is recognized. This code acts as your ticket so you do not need to select another ticket ticket type. You can adjust the quantity of the code, if applicable. If you have multiple codes, repeat this step. Complete your purchase by selecting your seats and finalize the transaction on the payment page. Redeem your tickets at the box office by using your QR code, confirmation number, or credit card used.


How are theater passes and discounted tickets redeemed?

Redemption varies based on the type of pass or discounted ticket being used. Please review all fine print before using a pass. Unless otherwise noted, SMG passes and discounted tickets do not include food or beverage. 3D movies have a 3D Experience Charge. This charge also applies to all coupons and passes being used for any 3D movie. Please review your pass or discounted ticket carefully for details specific to product offering, rules for redemption and expiration date. If movie pass states not valid for movies marked on the No Pass List, make sure to review this list located on the help page .


My promo code is not working, why?

Please read through any fine print and restrictions that may apply for the code you are attempting to use. Some codes may have restrictions on when they can be used or a specific film. If your code contains letters from the alphabet, be sure you're choosing a film that is not marked as 'no pass’ on our site. Also double check you have entered the promo code correctly. Paper passes can only be redeemed at the box office. If these tips do not help, contact Guest Services by clicking here. Please select Guest Services from the dropdown. A representative will contact you back as soon as possible.


If expired, can I still use my 3rd party promo code?

If you have an expired 3rd party promo code, it will need to be redeemed at the box office only. If it is valid, the expired 3rd party promo code can be redeemed for the value paid on another adult ticket.


If expired, can I still use my SMG Guest Pass?

If expired, all SMG printed passes cease to obtain any value past the expiration date. We are unable to replace or exchange expired passes due to our licensing agreements with the film studios. No exceptions are given for expired passes that were not used.


PARKING TIPS (LOCATION SPECIFIC)

EpiCentre

SMG will validate parking tickets for up to 4 hours in the self-parking area of the EpiCentre parking deck for guests of Studio Movie Grill only. We are unable to validate valet parking at this time. This parking area can be accessed from Trade or 4th Streets. Please note: EpiCentre parking attendants may request payment prior to entry on certain evenings without advance warning. SMG is unable to provide cash payment to patrons who have prepaid so please inquire with the parking attendants prior to utilizing the EpiCentre garage.


Upper Darby

SMG Upper Darby offers free parking available in the parking lot located off of Chestnut Street between S 69th Street and Heather Road. The parking lot is located behind the theater itself. Please note: Upper Darby parking attendants may request payment prior to entry on certain evenings without advance warning. SMG is unable to provide cash payment to patrons who have prepaid so please inquire with the parking attendants prior to utilizing the parking garage behind the facility.


MISCELLANEOUS

Is there a minimum purchase required during the show?

No, a minimum purchase is not required. However, when a guest requests in-theater service from our staff, a $4.00 minimum purchase is required. This policy is put into place to ensure our staff is being compensated for their hard work. If you do not wish to purchase food or beverage, complimentary water is available at the bar. Please ask your server for more details.


What is an advance screening?

An Advance Screening is an opportunity to see a movie before its release. SMG hosts Advance Screenings for film studios periodically throughout the year at most locations. To receive these and other exclusive offers, join our email club! If you are in receipt of an invitation, please print the invitation and pay close attention to the details on the pass. Seats are not guaranteed and auditoriums are intentionally over-booked to ensure maximum occupancy.


Where can I purchase gift cards?

Gift Cards can be purchased either online on our web site or at the box office. Gift Cards can carry any amount between $10 and $500 on a card. Gift cards purchased online can be mailed or emailed to the person receiving the gift card. For more information regarding gift cards, contact Guest Services by clicking here. Please select Guest Services from the dropdown. A representative will contact you back as soon as possible.


I need assistance with my gift card order?

If you have any questions or concerns, you may contact us directly via email at StudioMovieGrillgiftcardsupport@cashstar.com or by phone at 844-237-8096 from 8:00 AM to 8:00 PM EST, seven days a week or click here . A Gift Card Customer Support Representative will contact you to resolve.


What’s the difference between a Gold Ticket and a Gift Card?

SMG Gold Tickets are discounted tickets good for movie admission only and are available for $6.25 each. You must order a minimum of 20 Gold Tickets at a time. SMG Gift Cards are good for movie tickets, food and beverage at any SMG location and are available either at the box office or online. Gold Tickets are only available for purchase online and Studio Restrictions may apply. For bulk orders, please request information through our events page . Allow up to 24 hours for a response.


Who can I speak with to book a special event or movie party?

Special Events Sales Managers are onsite at every SMG location and available to assist with planning your next party or event. SMG theaters support corporate functions with ease hosting over 1,500 events per year for some of the largest companies and organizations in the country. SMG also encourages movie parties for birthdays, school and organization events, and special functions. For more information on SMG Corporate Sales and Special Events please request information through our events page . Allow 24-48 hours to respond.


How do I subscribe to your theater emails?

To join our email club, go to the bottom of the Home Page. You'll receive a confirmation email to the email address provided during sign-up. Please follow the link to finish the registration process. Theater emails are sent every Thursday and include movie listings and show times, special offers, and advance ticketing for upcoming movies at SMG. You’ll also periodically receive special ticket offers and exclusive invitations to advance screenings.

Refund Ticket Purchase

Are you sure you want to refund this ticket purchase?

Refund Cancel

Oops, we've encountered a problem!

We're sorry, there was a problem with our system: [return the ajax error message]. Please go back and try what you were doing again.

Ok

Something's up with that promo code...

Please try these steps to resolve the problem.

  1. Double check your entry for accuracy.
  2. Restrictions may apply or your promo code may be redeemable at the Box Office only.
  3. Clear your cache and restart the session.
Ok

Something's up with that food bundle selection...

Please try your selection again.

Ok

Uh, oh – time's up!

Please go back and re-select your seats.

Ok

Something's up with that card...

There was an error processing your order: [return the error message]. Please go back and try again.

Ok

Something's up with that gift card...

There was an error processing your order: [return the error message]. Please go back and try again.

Ok

Uh, oh! Login failed!

Either the username or password you entered is invalid. Please go back and try again.

Ok

Oh, no! Login failed!

Please re-enter your email address and password to try again. Alternatively, you may checkout as a guest.

Ok

The seat picker works best in landscape mode. Please rotate your phone!