13th Floor Jacksonville Help

Tickets

I Arrived on the Wrong Date — What to Do — Your ticket is valid only for the date and time slot on your confirmation. (Tenant-wide)
Can I Cancel My Tickets? — All ticket sales are final and cannot be cancelled for a refund.
Are There Discounts for Children? — No — all tickets are the same price regardless of age.
How Do I Print My Tickets? — You do not need to print your tickets — the QR code in your confirmation email can be scanned directly from your phone.
Do You Offer Refunds or Exchanges? — All sales are final — refunds are not available.
Are Group Discounts Available? — Yes, group discounts are available — visit the Group Rates page on the website for details and pricing.
How Do I Use Promo Codes or Redeem Ticket Vouchers? — Promo codes and vouchers are applied at checkout under Discount Codes on the billing page.
How Do I Upgrade My Tickets? — Tickets can be upgraded through the manage order link in your confirmation email.
How Do I Change the Entry Time of My Tickets? — Entry times can be changed through the order lookup link in your confirmation email.
Can I Reschedule My Tickets? — Tickets can be rescheduled by locating your order online and clicking the reschedule button.
How Do I Redeem My Costco Voucher Codes? — Costco vouchers are redeemed at checkout by adding Fast Pass tickets equal to twice the number of vouchers, then applying the voucher codes.
What Time Are You Open? — Hours of operation vary by date — visit the ticketing calendar to see available dates and event times for the current season.
How Much Does It Cost? — Ticket prices are dynamic and vary by date, time slot, and availability — check the ticketing calendar for current pricing.

Who Should Attend

Is there a minimum age requirement? — There is no minimum age requirement, but the experience is not recommended for small children, toddlers, or babies. Guests aged 12+ are suggested. (Tenant-wide)
Is your haunted house accessible? — 13th Floor Jacksonville is accessible and offers bypasses for dark or confined sections — ask the Safety & Surveillance team upon arrival.
Is there a minimum age requirement? — There is no minimum age requirement, but the experience is not recommended for small children, toddlers, or babies. Guests aged 12+ are suggested.
Can I go through if I am pregnant? — Attending the event is not recommended during pregnancy. Guests with questions should consult their healthcare provider.
If I have asthma, can I go through? — Guests with asthma are advised not to attend due to heavy fog use throughout the attraction.

Miscellaneous

Do You Accept Credit Cards? — Yes — Visa, Mastercard, Discover, and American Express are accepted.
Are weapons allowed? — No weapons of any kind are allowed on the premises.
How do I apply for a job? — Job applications for 13th Floor Jacksonville can be submitted online through the link on their website.
How can I receive discounts and promotions? — Sign up for the Fright Club to receive exclusive pre-sale access, special offers, and member rewards.
Is it the same this year? — 13th Floor Jacksonville updates its characters and attractions every year — the experience changes annually.

The Day Of

What can I do if I am running late to for my time slot? — Guests who are running late can reschedule their tickets directly from their confirmation email.
What should I wear to the haunt? — What guests should wear for a comfortable and policy-compliant experience at 13th Floor Jacksonville.
Can we be denied access? — 13th Floor Jacksonville reserves the right to refuse entry to any guest for any reason.
Can I wear a costume? — Costumes are welcome, but full-face masks, full face makeup that obscures identity, and props of any kind are not allowed.
Are you open if it’s raining? — 13th Floor Jacksonville operates rain or shine — the haunted house is indoors, but portions of the queue may be outdoors.
Is there security? — All guests must pass through a security screening before entering — arrive early to allow time for the process.
Will the actors touch us? — Actors will not touch guests, and guests are asked not to touch the actors.
Can we take photos/videos inside? — Photography and videography are strictly prohibited inside the attraction.
Do you have a lot of strobe lights? — 13th Floor Jacksonville features extensive strobe lighting and fog effects throughout — guests with certain health conditions are advised not to attend.
Can we go through again? — General admission tickets are single use. A VIP Platinum ticket option is available for guests who want to go through more than once.
Can I bring my bag into the haunt? — Only small bags and clutches up to 4.5"×6.5" are allowed inside. Larger bags should be left in your vehicle.
If I get too scared, what do I do? — Guests who become too frightened can find the nearest actor, who will escort them safely out of the attraction.
How long is the wait in line? — Wait times vary by date — September and weekdays are typically short, while October weekends near Halloween can be significantly longer.
Do you charge for parking? — Free street parking is available surrounding the haunt. Guests needing accessible parking should contact 13th Floor Jacksonville directly.
Do you accept cash? — 13th Floor Jacksonville is a cashless event — cash is not accepted on-site.
Is the waiting area inside or outside? — The queue area is both indoor and outdoor — the attraction operates rain or shine, so guests should dress for outdoor conditions.

13th Floor Jacksonville Help

Tickets

Managing Your Order

Event Day

Buying Tickets

Who Should Attend

Miscellaneous

The Day Of