Important Update: The museum has a new mask policy. Learn more: Learn More
Important Update: The museum has a new mask policy. Learn more: Learn More
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FAQ

Health and Safety

What is your mask policy?

Under Marion County Order and in collaboration with an advisory council of scientists, physicians, and public health officials, the museum requires face masks for all UNVACCINATED visitors 2 years and older. We will allow for medical exceptions for children. Face coverings must cover the nose and mouth at all times.

Masks are NOT required outdoors, including in the Riley Children’s Health Sports Legends Experience®

Check out our blog for tips on how to help your child wear a mask.

Can I wear a bandana instead of a mask?
Yes, if the bandana covers both your nose and mouth it is fine.

What if I am unable to wear a mask?
Our medical advisory committee strongly recommends that everyone ages 2 and over wear a mask or face covering for the safety of our staff, volunteers, and other visitors. People who have trouble breathing or are otherwise unable to remove a face covering without help, may use a face shield in place of a mask. Face shields are available to purchase for $2 at the Box Office. We will allow medical exceptions for children.

Will you be taking temperatures?
The museum reserves the right to take the temperature of anyone entering museum property, and deny access to those with a temperature of 100.4 degrees Fahrenheit or with other COVID-19 symptoms, but in general, will not take the temperature of most people visiting the museum. 

How are you enforcing social distancing?
The museum is taking numerous measures to create an environment conducive to social distancing, including:

  • Limiting the number of people who can visit the museum to no more than 50% of maximum building capacity.
  • Adding social distancing markers and reminders in all areas.
  • Limiting the capacity of visitors within each exhibit and experience
  • Increasing spacing between exhibit components.
  • Changing all queuing to be linear (lines will not snake back and forth). Lines will be monitored by staff.
  • Limiting elevator use to one household grouping at a time.

What cleaning procedures have you implemented?
Prior to reopening the museum, GSF (an outside cleaning company) worked alongside our cleaning staff to clean and disinfect the museum from top to bottom, including carpets, walls, railings, restrooms, and exhibit components.

The museum has positioned more than 100 stations of hand sanitizer and sanitizing wipes throughout the galleries and campus so that visitors can clean and sanitize their hands and touchable surfaces to their level of comfort.

The museum is thoroughly cleaned multiple times throughout each day.

Restrooms will be cleaned and sanitized approximately every hour, in general.

What cleaning product do you use?

The museum uses Oxivir and Virex as its primary disinfectants, both of which are EPA-approved for surface disinfection of SARS-CoV-2, the coronavirus that causes COVID-19.

The museum also offers more than 100 stations of sanitizing wipes and hand sanitizer for visitor use.

Per Executive Order 20-26, here are the safeguards we have in place. 

Food, Beverages, and Shopping

Can I still buy food in the Food Court? 
Yes, the Food Court is open and ready to serve you. Please note:

  • Please use a credit or debit card for payment.
  • Staff members will assist visitors with coffee. For health and safety reasons, customers will not be able to self-serve.
  • Condiments and utensils will be individually packaged.
  • The seating capacity of the Food Court has been reduced to allow spacing of tables for social distancing.

Can I bring food for my family rather than purchase it at the museum? 
Yes, you are welcome to bring your own food. Note that eating food and consuming beverages is only allowed in the Food Court. Food should be stored in your car or locker until you are ready to consume it.

Is drinking water available? 
Yes, the museum’s bottle refill stations are open for use. They are cleaned and sanitized frequently. Please bring your own water bottle. The museum's water fountains are turned off.

What changes have been made to The Museum Store? 
The Children’s Museum Store follows the best practices and protocols of the museum, including:

  • The Museum Store has been rearranged to allow for appropriate social distancing.
  • Floor markings and signage to direct shoppers and staff.
  • The Museum Store follows capacity guidelines established by the museum.
  • High-touch areas throughout the store are cleaned frequently. Toys and other products are regularly disinfected on the floor and in the storeroom.
  • The Museum Store will limit the number of products on display. Additional products will remain in the storeroom for staff to bring out to shoppers.
  • The Museum Store will continue to gift wrap purchased items upon request.

The Experience

Have the museum’s exhibits been adapted to create a more low-touch experience? 
All exhibits will be adapted for health and safety. If you want more information about a specific exhibit, click here.

Are any museum exhibits closed? 
All of our exhibits are open and have been adapted for health and safety.

Is anything else closed or have any exhibit elements been removed?
Yes, some high-touch interactives have been removed. To learn more about each exhibit, please click here.

Are you offering anything new? 
The Children’s Museum has a number of extraordinary new experiences to offer, including:

  • The museum has increased interpretation performances and facilitator interactions throughout the day. Exciting live performances are offered hourly in the Sunburst Atrium, and in-gallery programming will be enhanced with performances that bring stories to life and Show & Tell carts managed by facilitators.
  • A new Mission: Discovery guide offers clues to discover exciting objects hidden inside each of the museum's exhibits so that families can work together to discover and learn. Download the Mission: Discovery guide before your visit, or look for it in the Visitor Map upon arrival.

Ticketing Information

Why does everyone, including museum members and Access Pass holders, need advance reservations/tickets to visit?
Advance tickets are encouraged. For public health and safety, and to comply with city and state guidelines, the museum is currently limiting admission to less than 50% of pre-COVID capacity. To monitor capacity and assure entry to all who want to visit, the museum is making tickets available by advance reservation to visitors, members, and Access Pass holders.

Do I need to make a reservation for my child under age 2?
No. Children under 2 do not need a ticket at this time.

Are the tickets for entry at a specific time?
No. Tickets are for entry on a specific date but are good for the entire day, so that you may arrive and leave when you wish.

How do I purchase/reserve a ticket?
If you are a museum member or Access Pass holder, please log in to your account, then follow the steps below. (For information on how to log in to your account, see Special Information for Members and/or Special Information for Access Pass holders.)

General admission visitors do not need to log in and can move directly to step 1.

  1. Visit the Buy Tickets page.
  2. Click on the day you wish to visit.
  3. Choose your tickets. Remember to reserve tickets for everyone in your party, including members and Access Pass holders.
  4. Click “Continue” and check out.

Popular dates, such as weekends, are expected to sell out. Sold-out dates will be indicated on the calendar. Prefer to talk to a person? Tickets can be reserved by phone daily between 9 a.m. and 5 p.m. by calling 317-334-4000. Tickets reserved online will be available electronically for a no-contact entry experience. Tickets reserved by phone will be physical tickets held for pick-up at Will Call.

How far in advance do I need to purchase tickets in order to save money?
General admission tickets will always cost more on the day of a visit, so buying at least a day in advance will always save you money. Typically, the further ahead you buy a ticket, the more you’ll save. You can save up to 25% by purchasing at least two weeks in advance.

Are there procedures in place for contactless entry to the museum?
Yes, the museum has revised the entry procedure to allow contactless entry. General admission visitors, museum members, and Access Pass holders scan their own tickets at the entry gates. Members and Access Pass holders must also present their photo ID to entry gate monitors through a clear, protective plexiglass screen.

How do I access my electronic tickets?

  1. Visit childrensmuseum.org/account.
  2. Log in using the email and password set up during your order. If you’ve forgotten your password, follow the password recovery steps.
  3. Click Order History and then View Details to your access tickets. Note: A ticket will not display for youths under age 2 included in your order.
  4. Proceed to the Entry Gate and scan the barcode for each ticket.
  5. Please have your photo ID available for Membership or Access Pass tickets.

I need another ticket but the date is sold out.
Please contact our Customer Service Center at 317-334-4000 anytime between 9 a.m. and 5 p.m. daily for assistance.

If I am sick and cannot come to the museum do I get a refund?
We understand that plans change. Tickets can be exchanged one time only as long as you request the exchange prior to 5 p.m. on the date printed on your ticket. The full value of your ticket will be applied to the purchase price of a new ticket of equal or greater value. If you choose to visit on a date that costs less, no refund will be given. To exchange your ticket, please call the museum’s Customer Service Center at 1-800-820-6214 or email customerservice@childrensmuseum.org.

Special Information for Museum Members

How did the museum handle membership expirations that occurred during the closure? 
Members with valid memberships as of March 30, 2020 were offered the option of an extension for the extent of the closure or to donate the value of the closure. Please contact the Customer Service Center at 317-334-4000 to discuss the specifics of an individual membership account.

Do I need to reserve a ticket even if I’m a museum member?
In order to maintain safe building occupancy, members are encouraged to reserve a ticket for each person in your group for the day you want to visit.

How do members reserve tickets?
To reserve tickets you must first log in to your member account. All current members that have an email address already have an online account that can be found by clicking on the person icon in the upper right corner of www.childrensmuseum.org.

If you’ve never logged in or cannot remember your password, enter the email address at which you receive weekly Member eNews and then click Forgot Password. Check your spam filter/junk emails if you don’t see the password reset email. Please do not create a new account with a new email address, as it will not contain your membership information and will not allow you to reserve members-only tickets.

When you are logged in correctly, you will see your current membership information in your profile. If your membership is not current, you will need to renew and complete the membership transaction prior to reserving your tickets. Struggling to get logged in? Give us a call anytime daily between 9 a.m. and 5 p.m. at 317-334-4000. Tickets reserved online will be available electronically for a no-contact entry experience. Tickets reserved by phone will be physical tickets held for pick-up at Will Call.

Once you are logged in, follow these steps:

  1. Visit the Buy Tickets page.
  2. Click on the day you wish to visit.
  3. Choose your tickets.
  4. Remember to reserve tickets for everyone in your party. Note: children under 2 will not be issued a ticket, but must be included in your party’s total reservation count to help monitor visitor capacity.
  5. Click “Continue” and check out.

How many tickets can I reserve as a member?
Your membership covers free admission for up to two named adults listed on your account and the dependent children under 21 living in the household. If you have a Plus Two or donor-level membership, you are allowed two free guests per visit. The online reservation system will limit your reservation to the number of people listed on your membership account. If you need to update the family members on your account, please call us at 317-334-4000 for assistance.

Special Information for Access Pass holders

How do Access Pass holders reserve tickets?
To reserve tickets you must first log in to your Access Pass account. All current Access Pass holders with an email address already have an online account that can be found by clicking on the person icon in the upper right corner of www.childrensmuseum.org.

If you’ve never logged in or cannot remember your password, enter the email address at which you receive emails from The Children's Museum and then click Forgot Password. Check your spam filter/junk emails if you don’t see the password reset email. Please do not create a new account with a new email address, as it will not contain your pass information and will not allow you to reserve tickets at your discounted price.

When you are logged in correctly, you will see your current Access Pass information in your profile. If your Access Pass is not current, you will need to re-enroll by uploading a copy of your most recent eligibility letter from a qualifying program as well as your photo ID. The renewal process can take up to five days to be approved online.

Planning a visit sooner or still struggling to log-in? Give us a call anytime daily between 9 a.m. and 5 p.m. at 317-334-4000 and we will be happy to assist you.

Once you are logged in, follow these steps:

  1. Visit the Buy Tickets page.
  2. Click on the day you wish to visit.
  3. Choose your tickets. Remember to reserve tickets for everyone in your party. Children under 2 do not need a ticket.
  4. Click “Continue” and check out.

How many tickets can I reserve at the Access Pass discount?
Your Access Pass allows discounted admission for up to two named adults listed on your account and the dependent children under 21 living in the household. The online reservation system will limit your reservation to the number of people listed on your Access Pass account. If you need to update the family members on your account, please call us at 317-334-4000 for account assistance.

I need another ticket but the date is sold out.
Please contact our Customer Service Center at 317-334-4000 for assistance.