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Tickets, Purchases and Refunds FAQ

Tickets, Purchases and Refunds

How do I purchase tickets?

Online: Once you have decided on a theatre and movie, select the show date and time you wish to attend. There may be more than one available ticket type. Select the number of tickets you need for each ticket type and select "Add Tickets to Cart." If the showtime you’ve selected is reserved seating, you’ll next select your seats. Once your tickets (and seats if applicable) have been selected, please verify that all information (theatre location, date and time) is correct in the Shopping Cart. After verifying all ticket details, you can enter your payment information, or sign in to select a saved payment method, and click “Complete Purchase.”

Theatre: Tickets can be purchased directly at the local theatre once the showtimes are available to purchase. You can purchase the tickets at the theatre through the kiosk or directly at the box office.

How do I pick up the tickets I purchased online?

Skip the line! Present your ticket confirmation barcode directly to the ticket podium for expedited service at the theatre!

Want to pick up your tickets? Visit the theatre box office or kiosk to print your tickets.

- Kiosk - Scan your confirmation barcode or enter your confirmation number to print your tickets.

- Theatre Box Office - Present your confirmation email (on your smartphone or printed out), confirmation number, or barcode to receive your tickets.

How do I purchase advance tickets?

From the menu at the top of the website, click "Movies" and then the "Coming Soon" tab. Find the movie you want and click “Details.” Locate the theatre you wish to attend. Click the date from the date tabs or calendar. All dates with showtimes available for purchase will be listed in the date picked. For most theatres this will typically be approximately 4 to 9 days in advance. For special showings, tickets may be available at least a month or more in advance. We try to post the most accurate showtimes as soon as they are available.

Why is a convenience fee added to the price of each ticket?

In order to provide this convenient online service, we add a minimal charge as a convenience fee. By purchasing tickets online in advance, you are guaranteed a seat and avoid a sold-out showing.

PLEASE NOTE: Convenience fees are non-refundable.

Once I purchase a ticket, how do I get refunds or make changes to my order?

Ticket purchases are only valid for the location and film that is printed on the confirmation page or printed tickets.

Self-Service Refunds on cinemark.com:

If you purchased your tickets while signed in to your Cinemark account, you can perform a self-service refund any time before the showtime. The purchasing credit card information will be required for confirmation in order to complete the self-service refund. To refund your tickets, sign in to your account on cinemark.com and view your upcoming tickets within your account. Find the tickets which you wish to refund, and select “Request Refund.” Enter your card information for confirmation and follow the instructions to refund your tickets to the original payment method(s). Once the showtime for the ticket has passed, tickets are not refundable via the self-service option on cinemark.com.

Refund or exchanges at the theatre's box office:

Tickets may be exchanged or refunded at the theatre's box office any time on or before the original date of the ticket. To exchange cinemark.com ticket purchases at the theatre, the credit card or gift card used in the online purchase must be presented at the box office. To refund cinemark.com ticket purchases at the theatre (minus the service charge), the confirmation number and credit card or gift card used in the online purchase must be presented at the box office to process a refund. Once the original date of the ticket has passed, tickets are not refundable.

In the unusual situation that a show is cancelled, you will be entitled to a refund for the full purchase price of your tickets, including any service charges. If you have any questions, please visit our Contact Us page and submit a request.

Is it safe to order tickets over the Internet?

When you place an order, the information that you provide us is sent via a secure connection so that it cannot be read as it travels over the Internet. Once your information arrives at cinemark.com, it is carefully stored and protected from unauthorized access.

How can I find other theatres near my home?

From the menu at the top of the website, click “Theatres.” A list of nearby theatres will be displayed based on your past theatre selections and/or searches. To search a different area, click “Change Location” and either enter a ZIP code, or click “Browse theatres by market area.”

How many days in advance are showtimes available?

The movie schedule is made on a week to week basis and show times usually are not finalized until Tuesday evening or Wednesday morning at most theatre locations. This is due to the film department negotiating with the studios on how many prints need to be at each location for the films playing. The local theatre will have the most up to date information for when tickets will be available to purchase online. Cinemark.com has the most up-to-the-minute showtime information once available. We suggest that you double check the listing on the day you plan to see the movie.

How do I locate the ticket prices?

Every theatre location has different prices for certain days, times, special events, and ticket types. To view ticket types and prices, select your desired showtime from any theatre or movie page. The ticket types and prices will be listed in the ticket selection area for your chosen showtime.

How do I use Cinemark passes or platinum supersavers?

Guest passes, rainchecks, platinum supersavers, or other passes can only be redeemed at the local theatre and not online. Only credit cards and Cinemark gift cards can be used to make a purchase online. Platinum supersavers are valid for one general admission. Additional premiums may be applied for specially priced films and/or events which are priced higher than normal box office ticket pricing. To purchase advance tickets with a pass, simply go to the local box office once the tickets are on sale. The box office employee will be able to assist you in ringing up your tickets with the pass you provide them.

What is the refund policy for Fandango purchases?

Tickets that were purchased through Fandango and not Cinemark.com must be refunded through Fandango. To receive a refund from Fandango, please contact them at least 2 hours before your movie showtime at 1-866-857-5191 or request a refund through Fandango’s customer service form. If you have any further questions regarding Fandango policies and procedures, please visit the Fandango customer service FAQ for more information.

What is Cinemark Weekly Email?

Cinemark Weekly Email is a free email service providing:

  • Discounts and values at your preferred Cinemark Theatre:
    Free Weekly Coupons via email with a new offer each week
    Contests, promotions, and exclusive offers
  • Info for featured films including:
    Now Playing, Coming Soon, CinéArts, Cinemark XD, and IMAX
  • Advance tickets, special events, concerts, and live broadcasts:
    MET Opera, Fight Nights, and more

Cinemark Weekly Email messages are sent once weekly on Wednesdays. If there are early movie openings on Wednesdays, email messages will be delivered on Tuesdays. Weekly emails may arrive earlier than usual due to holidays, early movie opening, or other promotional information. Films are subject to change without notice. Please check the cinemark.com website or call the theatre for current information. You may subscribe to email delivery for multiple theatres. If you wish to unsubscribe or to manage your email subscriptions, sign in to your Cinemark account to view your Email Subscriptions, or click the link at the bottom of your Cinemark Weekly Email.

Weekly Coupons: Each coupon is valid for one use. Email address, coupon code and barcode must be visible. One coupon per person per visit. Free offers can be upgraded to larger sizes by paying the difference. No cash value or exchanges. Not valid with any other coupon or offer. Not valid for resale.

To redeem, you can either print the coupon and bring it to the concession stand, or show the concession stand cashier your coupon with coupon code displayed on your smartphone. Weekly Email Coupons are available in HTML email format only. We are not able to provide a text based Weekly Email coupon at this time.

Please Note: If you are using an email-filtering software, you may be unable to receive Cinemark Weekly Email. This may inhibit our ability to send emails and/or reply to your requests for assistance. To ensure our emails reach your inbox, add email@theatreinfo.cinemark.com to your address book.

What is Cinemark's age break for a child?

A child is considered age 1 - 11 years old.

What is Cinemark's age break for a senior citizen?

A senior citizen is considered to be 62 years old and up.

What is Digital Cinema, and is Digital Cinema better than film?

Digital cinema encompasses every aspect of the movie making process, from production and post-production to distribution and projection. Post-production houses have been using digital equipment to edit and master movies and animation for some time. Digital Cinema is flexible in that any movie can be shown, whether 2D or 3D.

A digitally produced or digitally converted movie can be distributed to theaters via satellite, physical media, or fiber optic networks. The digitized movie is stored by a computer/server which "serves" it to a digital projector for each screening of the movie.

For millions of moviegoers worldwide and leading directors including George Lucas and Steven Soderbergh, the answer is an unqualified "yes." When you see a movie digitally, you see that movie the way its creators intended you to see it: with incredible clarity and detail. In a range of up to 35 trillion colors. And whether you're catching that movie on opening night or months after, it will always look its best, because digital movies are immune to the scratches, fading, pops and jitter that film is prone to with repeated screenings. That's why directors love digital cinema: it ensures that their creation will be reproduced with total fidelity at every screening.

What is Cinemark's R-Rating policy?

Cinemark supports and enforces the MPAA (Motion Picture Association of America) / CARA (Classification And Rating Administration) ratings system. You must be at least 17 years of age (18 in some states) or have your parent accompany you to view the movie. Valid ID's will be required to attend R-Rated movies, and will be checked at the theatre.

Additionally, so that R-Rated movies may be enjoyed in a more adult atmosphere, children under age 6 will not be admitted to any R-Rated feature after 6:00 PM.

How do I contact Cinemark?

If you have questions or comments please visit our Contact Us page and submit a request.