Hulu Theater at Madison Square Garden | FAQs

Hulu Theater FAQs

Whether it’s your first or 50th time at the Hulu Theater at Madison Square Garden taking in a sporting or entertainment event, you’re bound to be in need of a few recommendations to ensure you have the most epic experience possible. These tips are sure to make your visit with us unforgettable.

If there are any comments you’d like to share regarding your experience, before, during or after an event, please call our Guest Relations Department at 212.465.6225 or email

Event Status Update

Impacted Events & Current Closures

Please visit our event status page for a current list of events at the Hulu Theater at Madison Square Garden that have been impacted. Please note that our Box Office is currently closed.

Postponed & Rescheduled Events

We are working diligently to reschedule as many events as possible for dates in the future. Tickets will be valid for newly rescheduled dates once they have been determined.

Cancelled Events

For events that cannot be rescheduled, tickets that were ordered online or over the phone with Ticketmaster will be automatically refunded to the original purchaser’s credit card. Our Box Office is currently closed.  For any questions regarding refunds for tickets bought through the Box Office, please call 212-465-6225.


Alcohol Serving and Consumption

For most of our events at the Hulu Theater at Madison Square Garden, alcoholic beverages are available for purchase. Hulu Theater at MSG staff is trained in the nationally recognized T.E.A.M. (Techniques for Effective Alcohol Management) Training program for responsible alcohol management. Alcohol sales will be limited per customer per transaction, based on the event. All guests may be required to show ID to purchase alcohol. Guests are not permitted to bring in alcoholic beverages from outside and may not leave with alcohol purchased inside the Hulu Theater at MSG. Management reserves the right to refuse the sale of alcohol to any guest.

Please be aware that it is the policy of The Madison Square Garden Company to require all guests who appear to be forty (40) years of age or younger to present a valid form of ID with proof of age in order to purchase alcoholic beverages at the Hulu Theater at Madison Square Garden. Pursuant to applicable State law, we accept only the following forms of identification:

  • A valid driver’s license or non-driver identification card issued by the United States Government, a State Government, Commonwealth, Possession or Territory of the United States or a Provincial Government of Canada
  • A valid passport
  • A valid U.S. military ID


We love animals as much as you do, however, only service animals are permitted inside the Hulu Theater at Madison Square Garden. Please visit our Disabled Services Page for our rules and regulations.

Bag Policy

To help ensure that everybody can enjoy an unforgettable and safe experience, we strongly discourage guests from bringing unnecessary bags, particularly backpacks, into our venues. All bags will be subject to thorough screening, including the use of x-ray screening where available, which can delay entry. Guests who do not have a bag can take advantage of our No Bag Express Lines.


We want you to be able to re-live the epic experiences you have at our venues, however, camera equipment can get in the way of your fellow fan’s enjoyment.

To respect all our guest’s experiences, video cameras, monopods, tripods, selfie sticks, audio recording devices and professional cameras (those including telephoto or zoom lenses) will not be permitted inside the Hulu Theater at Madison Square Garden.

There are also instances when the artist prefers to perform in a phone-free environment; meaning cellphones, smart watches, cameras and recording devices will be prohibited.

Code of Conduct

  • Guests shall be respectful of others around them.
  • Guests shall avoid blocking the view of other guests.
  • During some concerts, the artists may request that guests be permitted to stand immediately in front of their seats during the entirety of the performance. On those occasions, standing guests shall continue to be respectful of others around them and avoid blocking the view of other guests.
  • Guests shall not interfere with the event, the performers or the athletes in any way.
  • Guests shall refrain from using foul/offensive language, fighting, obscene gestures, throwing objects and engaging in other behavior detrimental to the experience of other guests.
  • Guests shall not stand on seats or any other building structure.
  • Guests shall not block the aisles.
  • Guests shall not occupy a seat or remain in an area for which they do not possess a valid ticket and shall provide their ticket upon request.
  • As required by the City of New York, guests shall not smoke anywhere in our facilities.
  • Guests who consume alcoholic beverages shall do so in a responsible manner.
  • Guests are encouraged to report inappropriate or offensive behavior to an Usher, Security Officer or Guest Experience Representative.
  • Guests shall comply with requests from arena staff regarding arena operational and emergency procedures.

The Hulu Theater at Madison Square Garden Staff has been trained to intervene when deemed necessary and to use their best discretion to help ensure that guests who ignore the Code of Conduct do not interfere with other guests’ ability to enjoy an event. Guests who violate the Code of Conduct may be subject to ejection without refund and, to the extent their conduct constitutes a violation of law, may be subject to arrest. We thank you for your cooperation.

Disabled Services

Meeting the needs of our guests with disabilities at the Hulu Theater at Madison Square Garden is a never-ending commitment—we want to make your visit with us an enjoyable and unforgettable experience. Please visit our Disabled Services page for a full range of our accommodations, programs and policies.

Emergency, In Case Of

The Hulu Theater at Madison Square Garden is committed to providing a safe and enjoyable atmosphere for all our guests. If there is an emergency, you can either call the security office at 212.465.6299 or the event manager’s office at 212.465.6292.


Baby changing facilities. The restrooms in the lobby are equipped with a baby changing station.

Strollers. You are more than welcome to bring your child to the Hulu Theater at Madison Square Garden in a stroller; however, please understand that these strollers must be collapsible and fit comfortably under your seat. We also provide a complimentary stroller check for select events.

Nursing mothers. A mother may nurse her little one in any public location where she is comfortable and authorized to be (breast pumps are permitted). Nursing mothers seeking more discreet accommodations are welcome to use the family restrooms.

First Aid

The safety and well-being of our guests is very important to us—if you begin to feel ill or find that you require medical assistance, please see an usher immediately.

The Hulu Theater at Madison Square Garden is equipped with Automatic External Defibrillators (AED) which are located throughout the building. Designated employees, including our medical staff, have been properly trained and certified to use AEDs.


The distribution of promotional items, flyers, handbills or printed materials is not permitted without written permission of the Hulu Theater at Madison Square Garden. In addition, vending, peddling or product sampling is not allowed.

Lost and Found

Whether you misplaced something before, during or after an event, we’re here to help. If you’ve lost something, please contact our security office at 212.465.6299 or speak with an usher or guest experience representative for further assistance.


Find parking for your event through ParkWhiz, the Official Parking App of the Hulu Theater at Madison Square Garden, and book your space today. Click here to explore nearby garage and lot locations.

Prohibited Items

In addition to the above mentioned items, there are a few things that are not permitted inside the Hulu Theater at Madison Square Garden:

  • Weapons/Firearms/Knives
  • Laser Pens
  • Pepper Spray/Mace
  • Signs and Banners
  • Alcohol
  • Selfie Sticks
  • Video Cameras/Recording Devices
  • Outside Food & Beverages
  • Glass, Cans, Aluminum Bottles
  • Hoverboards/Skateboards


At MSG, we place the safety and security of our guests above all else. For that reason, we continuously assess and upgrade security measures across all of our venues, including the recent introduction of more rigorous bag screenings.

Please plan ahead and allow yourself enough time to pass through security. Thank you in advance for helping us create a safe environment for you and our guests.


In compliance with New York City regulations, there is no smoking, including electronic cigarettes, permitted anywhere in the Hulu Theater at Madison Square Garden. This policy is strictly enforced. Violation of this regulation is grounds for ejection.


Box office. The Box Office is open Monday–Saturday from 10 a.m. to 6 p.m. EST (hours subject to change). If your event takes place on Sunday, the Box Office will open at 12 p.m. or 90 minutes before the event start time. On the first day of sale, tickets for concerts are not sold at the Box Office and may only be purchased on Ticketmaster, the official ticket resale marketplace of the Hulu Theater at Madison Square Garden (convenience fees apply).

Children’s tickets. If you’re taking your little one who has reached their second birthday to an event at the Hulu Theater at Madison Square Garden they are required to have a ticket. Note, for certain family events, children who have reached their first birthday require a ticket. Any child attending without a ticket under these policies may not occupy their own separate seat and must sit on a parent or guardian’s lap.

Lost or stolen tickets. If you’ve lost your tickets or they’ve been stolen before your event takes place, please return to your point of purchase for assistance.

Ticket resales. Please note that New York law prohibits the resale of tickets within 1,500 feet from the Hulu Theater at Madison Square Garden. Unlawful resale can be punishable by fine and/or imprisonment.

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