SANDBOX VR FAQ

Terms:

• To redeem your free Premium Weapon or Armor in the Deadwood Series Experiences, you must have received a Reward email or a Reward card by playing Deadwood PHOBIA. If you haven’t received either, please visit sandboxvr.com and make a reservation for Deadwood PHOBIA.

• Reward emails and Reward Cards are valid only at Sandbox VR corporate-operated stores. Must present Reward Emails and Rewards Cards in advance of playing the session during check in. Subject to availability. If you have a Reward email or Reward card, present it to our Guest Experience Guide on your next visit to a participating Sandbox VR store prior to check-in. This applies to all US stores, excluding St. Petersburg, Paramus, and Woodbridge.

• Duplicated or altered vouchers will not be accepted. Vouchers cannot be sold, bartered, redeemed for cash or exchanged for any time other than the list items on the card. Voucher expiration date is noted directly on the voucher. Voucher has no cash value (except as required by law) and may be subject to change.

For Premium Weapons Upgrades:

• Valid for each guest presenting upgrade email or card; maximum of 2 weapon upgrades within the same session on a first-come, first-served basis subject to availability. Please note if more than two qualified players in the same session wish to redeem or purchase weapons, we will handle requests on a first-come, first-served basis, determined by check-in time.

For Slayer Armor Upgrades: 

• Valid only when playing the Deadwood PHOBIA Experience. We support a maximum of six qualified players per session. Please note that armor redemption is not available in Deadwood Valley or Deadwood Mansion Experiences.

In case of any disputes, Sandbox VR reserves the right to decide whether to offer or deny redemption to Reward email/card holders. The rules above are subject to change.

In short, everyone can see each other as they would in real life. We use real-time motion capture technology that's used for creating movies and games. Our motion capture cameras track your entire body in real time and allows you to see precisely where everyone else is, along with their movements. They just won't look like their normal human selves ;)

Additionally, there are clear boundaries to prevent you from exiting the game area. As long as you pay attention and follow the in-game instructions, it will be safe for you.

We clean and disinfect all equipment after every use, including the masks on our headsets, headset lenses, haptic vests, and props. Our disinfectants are also qualified for use against COVID-19 (coronavirus disease 2019) by the U.S. Environmental Protection Agency (EPA). Sanitizing our equipment and facilities is always a standard procedure as health, safety, and cleanliness is a priority.

While we can’t 100% guarantee it, we've designed our experiences to be very different from other VR experiences you may have tried before: it’s room scale, you can freely move around, and we track your entire body. Motion sickness is caused by a difference between your actual and perceived motion. Because our motion capture technology tracks you in real-time, your real movements translate to your perceived movements. Many of our guests who have had motion sickness in other VR experiences do not experience it at Sandbox VR.

Our prices are $39 per person on weekdays* (Monday - Thursday) and $49 per person on weekends (Friday - Sunday) for each experience. Your mixed reality videos showing your group outside and inside VR are included free of charge!

*Weekday pricing subject to change due to peak periods.

Interested in extending your playtime in VR?

Give us a call to discuss "Back to Back" bookings. Play any 2 games for a discounted rate on the second booking (subject to availability.)

Please call the store if you have any questions on back to back pricing.

Cancellation policy

• Cancellations at least 72 hours before your scheduled booking will be issued a full refund to the original payment method or a gift voucher to be applied to a future booking

• Cancellations between 24-72 hours of your booking, you will be charged a $39 fee with the balance of your payment issued to a gift voucher to be applied to a future booking

• Cancellations less than 24 hours in advance will not be refunded

Please call the store directly to reschedule your booking. The store may be closed if there are extreme weather conditions. If that is the case, a representative from our Guest Services team will reach out to you to reschedule.

Sandbox VR reserves the right to change the Terms and Conditions without notice. Risk of loss passes to the purchaser of the E-Gift Card upon electronic transmission of the E-Gift Card to the recipient. Sandbox VR prohibits copying or duplications of Sandbox VR E-Gift Cards. Not refundable nor redeemable for cash except to the extent required by law. Sandbox VR E-Gift Cards are not for resale and Sandbox VR reserves the right not to honor E-gift Cards Purchased from third-party sources. Sandbox VR is not responsible for lost, stolen or misused E-Gift Card codes. E-Gift Cards are redeemable at the monetary value.

• For E-Gift Card, all Sales are Final. Gift cards are nonrefundable. Lost, misplaced or stolen gift cards are non-refundable, replaceable, nor valid. Gift cards are redeemable at the monetary value.

• For Booking, please reach out to the store directly for refund cases. You could find our contact details from https://sandboxvr.com/location

If you'd like us to help book a group of more than 6 people, let us know on our Private Events page. You can also make special requests there. Please feel free to connect with the store directly by phone with any questions. Phone numbers can be found on Yelp, Google, and the location page at SandboxVR.com

Yes. Gift cards can be purchased via our website and at select locations.

Cancellation policy

• Cancellations at least 72 hours before your scheduled booking will be issued a full refund to the original payment method or a gift voucher to be applied to a future booking

• Cancellations between 24-72 hours of your booking, you will be charged a $50 fee with the balance of your payment issued to a gift certificate to be applied to a future booking

• Cancellations less than 24 hours in advance or no shows on the day of will not be refunded

• Changes to the booking are not guaranteed and are subject to availability of the requested time change. Please reach out to the store directly for opportunities to make changes to your booking.

We only accept payment via credit card as our stores do not have cash on-site. 

Yes! We always include videos showing your team inside VR during gameplay. Our staff would also be happy to take pictures and record extra videos of you during your session. Don't forget to join thousands of other guests who've tagged us on social media! Use @sandboxvr and #sandboxvr

Yes! Our Guest Service Team can support during the hours of 5AM PST to 5PM PST. You can reach them by calling 888-499-SBVR (888-499-7287).

We are open 7 days a week. Please see the hours below for our locations (Subject to change). Please reach out to your intended store by phone to verify hours:

• Monday-Thursday 10am-10pm*

• Friday-Sunday 10am-11pm*

*Las Vegas is open until Midnight daily

At least 2 and up to 6 guests play together. When you book your experience, the maximum number of players that can play in a given room will be indicated during the booking process. 

All Sandbox VR games are specifically designed to be social experiences, and playing  in groups adds to the fun and excitement.

For groups larger than 6, please see our Parties & Events page. We host many private events, from birthday and bachelorette parties to corporate offsites, and work with a range of budgets and group sizes. 

Currently, all experiences except UFL are offered in English, Cantonese, Mandarin, German, French, Spanish, Dutch and Arabic. UFL is only available in English, Cantonese and Mandarin.

The default language is currently set to English.

Yes! We would love for you to share your experience with your friends and loved ones. You can ask your host to take photos and videos of you during the session. There are props at the lobby for photo-taking purposes before and after session.

We make our own experiences. Some of them are games, others will be adventures, they’ll all be as fun to play as they are to watch. With Sandbox VR, you’re not just transported into new worlds – we want to give you the chance to become the characters in these worlds. That’s something you can’t do anywhere else!

We recommend booking your experience online to secure your reservation. We do accept walk-ins based on availability and only accept payment via credit card. 

In your Sandbox VR account, you are able to view all records of your previous bookings.

You must check in at the store with the store host(ess) 15-30 minutes prior to your booking time. We cannot start until your whole party is present. Please account for traffic, parking, and time it takes to walk to store from parking when planning arrival. We have a strict 5 minute grace period policy for your reservation.

• Guests who arrive less than 5 minutes late for the booking time, the experience will be shortened

• To ensure our other guest booking are not impacted, any tardiness beyond 5 minutes will result in a cancellation of your booking, a $50 fee and the rest of your initial payment will be issued to a voucher that can be applied to a future booking

• No-shows will incur automatic cancellation of your booking and forfeiture of payment

It’s the closest thing to the “holodeck” that exists. We combine motion capture with the latest in VR hardware to create the best VR experience on the planet. It’s very different from VR experiences you might have tried at home or at other places. That makes it a real challenge to explain. The only way to truly understand it is to try it for yourself.

We recommend that you dress in light, comfortable clothing. This is an active experience, so wear something that won’t restrict your ability to move around the space.

We do not necessarily have a size limit, our haptic vests are adjustable, up to 50 inches. Also, we do not recommend this experience to pregnant women or those with heart conditions.

For guests under 18 years old, a parent/guardian must be physically present in the store during the session to sign a minor waiver form.

Member discounts can’t be combined with other promotions unless specifically stated.

We’ll email a reminder before your 6-month term ends and before any changes required by law. Month-to-month continues automatically each month until you cancel.

Pausing isn’t available. You can switch plans at the end of your current billing cycle (6-month plan changes are available after the initial term).

Single-player play is available by joining an existing public session. Private sessions require at least one additional paid ticket unless covered by Bring-a-Friend on the 6-month plan.

The pass is valid Monday–Friday during regular business hours. Weekends, holidays, and posted blackout dates are excluded.

Your pass is valid only at the location where you enrolled (your “Home Location”) and can’t be transferred or shared.

Only with the 6-month plan. You may bring one guest free per visit, subject to availability at your Home Location.

Cancel online via our cancellation portal or email Sandbox VR. Please submit at least five (5) days before your next billing date to avoid another charge.

After your initial 6 months, your membership continues month-to-month at the then-current rate unless you cancel.

Month-to-month: Yes—cancellations take effect at the end of your current billing cycle.

6-month: You can’t cancel during the initial 6-month term. After that, you can cancel anytime, effective at the end of your billing cycle.

Use the standard booking flow on sandboxvr.com At checkout, enter the same email address you used for your membership. Your eligible weekday sessions will automatically be recognized and the discount will be deducted from your booking.

Month-to-month: $74.99/month plus applicable taxes.

6-month commitment: $54.99/month plus applicable taxes, billed monthly for 6 months.

Both plans include unlimited weekday play (Monday–Friday) at your Home Location, up to two sessions per day (subject to availability), 20% off party & event bookings, and 15% off food & beverage. Only the 6-month plan includes Bring-a-Friend Free (one guest per visit).