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FAQ

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If I have a VR reservation, do I need to join the virtual queue as well?

No! Guests who have purchased VR experience tickets will not need to register in the Harry Potter New York virtual queue and may proceed to the front of the line when they arrive for entry to the store.  Please be advised only those with a valid VR booking are guaranteed entry to the store.  Our team will make every effort to accommodate other members of your group if we have the capacity available but entry cannot be guaranteed.

What is Harry Potter New York?

Harry Potter New York is the world’s only official Harry Potter flagship store in the heart of New York City’s Flatiron district offering an unforgettable, immersive experience for Wizarding World fans.

The store sets a new standard of themed shopping experiences, combining breath-taking design, exciting interactive elements and exclusive products inviting fans to experience the Wizarding World in a brand-new way. Spanning three floors and over 21,000 sq. ft., the store houses the largest collection of Harry Potter and Fantastic Beasts products under one roof.

Where is the store located?

Harry Potter New York is located at 935 Broadway with our main entrance on Fifth Avenue and 22nd street.

What does Butterbeer ice cream cost?

Butterbeer ice cream is available to purchase from Harry Potter New York’s Butterbeer Bar in a cup for $8.

What does bottled Butterbeer cost?

Bottled Butterbeer is available to purchase from Harry Potter New York’s Butterbeer Bar served in a souvenir tankard for $12. You can also purchase individual bottles in-store for $6, or a 4-pack of bottles for $16.

What does draft Butterbeer cost?

Draft Butterbeer is available to purchase from Harry Potter New York’s Butterbeer Bar for $12 in a souvenir tankard.

What if I have an allergy?

If you have any dietary restrictions, speak to an associate who will be able to provide any up to date allergy information.

Do you offer personalization services?

Yes. We are able to personalize products that we sell in-store. These items include 15 different wands, robes, notebooks, travel essentials, pens, jewelry, Tri-Wizard Jerseys, Trunks, and Acceptance Letters.

Does it cost anything to personalize these items?

Wands, robes, notebooks, travel essentials, and pens, have a personalization fee in addition to their price. Tri-Wizard Jerseys, Trunks, Acceptance Letters, and Jewelry is included in their price.

Can I bring my service animal to the store?

We welcome all service animals into our store.

Is the store wheelchair accessible?

Yes, all entrances are wheelchair accessible and are equipped with elevators to travel between floors.

How can I participate in store experiences if I have additional needs?

We have tailored elements of the store to be as accessible as possible. Our Enchanted Keys quest offers removable QR codes to scan within the Harry Potter Fan Club App for easy scanning.

Our photo ops can be tailored for wheelchair access, with an expanding door on our Ministry of Magic Phone Box and removable shoes for our Hagrid Photo Op. Our peepholes within toys are positioned at varying heights to allow everyone to be able to see our hidden families of Bowtruckles.

Our VR experiences can accommodate guests with additional needs. Please note this when booking so the team can anticipate your visit.

Walkways between fixtures are spaced to allow standard wheelchairs easy access for movement.

Do you offer additional guidance for guests with additional needs?

You can request assistance from any associate during your visit, should you need it. If you have additional questions prior to your visit, please use the Contact Us form on the Harry Potter Store website.

Do you offer shipping services?

We are able to ship purchases from the store to any address within the continental US. Unfortunately, we are unable to ship to PO Box or International addresses at this time.  Please check in-store for current pricing.

Do you have a Coat Check Service?

At this time we do not have a coat check service available, and are unable to look after any personal items during your visit.

Can I reserve an item ahead of time?

If you would like to hold an item or check availability, please use the contact us form on the website, and a member of our team will respond to you.

Can I buy online and pick-up in store?

We do not currently offer pick-up in-store services for purchases. If you would like to pay for an item ahead of time, please purchase directly through our website and this item will be delivered to the home address provided.

Do you have baby changing facilities?

All of our customer bathrooms are equipped with baby changing facilities.

Do you have a space for breastfeeding?

We can offer a private space for breastfeeding. Please speak to an associate in store for more details.

Do you offer Wi-Fi in store?

We do offer free Wi-Fi. Please connect to Harry Potter Free Wi-Fi when in-store.

Do you have phone charging facilities?

We do not currently offer phone charging facilities in store.

I lost an item, how do I check if it has been found?

We retain all lost and found items in store for a period of 30 days. To check if an item has been located, please fill in an inquiry form using the link on our website, and our team will look into this for you.

How can I contact someone at the store about a question or concern?

Please use the Contact Us link on our website to make contact with a member of the store team, who will respond to your query.

What payment methods do you accept?

We accept all major credit cards and cash in local US currency. We do not accept checks as a method of payment.

Do you sell Gift cards?

At this time, we do not sell Harry Potter New York Gift Cards.

Do you have an ATM?

We do not currently offer cash withdrawal services within the store. However, there are a number of local banks nearby offering this service.

Can I pay for an item over the phone?

Unfortunately, we can only process a card payment when physically present in the store.

Do you allow guests to bring in bags, backpacks, or suitcases?

Yes, you can bring any bag, suitcase, or stroller you’d like, as long as you keep it with you throughout your visit. We are unable to hold any bags or other items for you as you shop.

What steps are being taken to keep our guests safe?

The health and safety of our guests and employees is our highest priority. We have implemented the following processes to ensure the highest possible sanitization standards when experiencing Harry Potter VR:

  • VR Gear: Headsets, foot and hand sensors, backpacks, wands and brooms are sanitized before every use.
  • Physical Safety: We have added padded rails to our Chaos at Hogwarts experience, and VR Hosts are present and accessible in the pods for each experience.

Does Harry Potter New York require masks?

Facial coverings are optional for all guests but required for both VR experiences.

Does Harry Potter New York store require vaccinations?

Guests visiting Harry Potter New York are not required to show proof of vaccination.

Where can I purchase VR tickets?

Official tickets to Harry Potter VR experiences are only available through this website and NOT through any other retailer, reseller, or venue.  Any ticket purchased through a 3rd party is null and void and will not be accepted.

What should I wear?

Dress for adventure. Long skirts or flared pants may get tangled up and/or interfere with sensors.  For guests experiencing “Wizards Take Flight,” short skirts are not recommended. For Chaos at Hogwarts, guests will be walking around, so please wear clothing that is comfortable to move in. Guests should wear comfortable walking shoes for their experience. Bare feet, stiletto heels, open-toed shoes, backless shoes, and platform shoes over one and a half inches are not allowed in the Chaos at Hogwarts experience.

What is the virtual queue?

The virtual queue system is used to manage the capacity inside the store to avoid crowding inside and in front of the store in following with COVID-19 guidelines for health and safety.

How do I join the virtual queue?

To join the virtual queue, scan the QR code at the store with your smartphone, then fill in your group details (maximum of 6 per group).  We will send you a notification when it’s time to enter. Feel free to explore the city, you do not need to wait at the store.

Where do I find the QR code to scan?

The QR code will be displayed outside the store and available to scan once we reach capacity. Updates to wait times will be posted on our social channels, please check here for our most up-to-date timings. When our virtual queue is full, we will close the queue and turn off the QR code for the day.

What do I do when it’s my time to enter?

When it’s your time to enter the store, you will be sent a notification. Once you get the notification, you will have one hour to return to the store. When you return, go to the Pre-Entry line at the 5th Ave entrance.

Can I make a reservation or walk-up to enter the store?

You do not need a reservation to enter the store. We utilize a virtual queue system when the store reaches capacity. When the virtual queue is in use, scan the QR code located at the entrance of the store to get your place in line. You will receive a text when it is your turn to enter. This is generally during school holidays and weekends. Please check our social channels for the most up-to-date timings.

Is Butterbeer/bottled Butterbeer alcoholic?

No, both types of Butterbeer are soft drinks and can be enjoyed by those of all ages.

Is Butterbeer suitable for nut allergy sufferers?

Both draft and bottled Butterbeer are suitable for those with nut allergies.

Is this authentic Butterbeer?

Both draft and bottled Butterbeer are authentic and come from the same family of Butterbeer products.

Is Butterbeer ice cream dairy-free/vegan/vegetarian?

Butterbeer ice cream contains dairy and is not suitable for vegans.

Is the packaging recyclable?

Yes, every element of the bottled Butterbeer packaging is recyclable.

How many collectible labels are there?

There is currently one label available, hand designed by MinaLima, the Graphic Design duo on all Harry Potter and Fantastic Beasts movies. Keep an eye out for more collectible labels in the future.

How long will bottled Butterbeer keep for?

The shelf-life of Butterbeer is 12 months from bottling.

Is bottled Butterbeer available to buy online?

Bottled Butterbeer will be made available to purchase online soon, keep an eye on our social channels for updates.

How is bottled Butterbeer made?

Along with the recipe, the brewing process of Bottled Butterbeer is top secret.

Is bottled Butterbeer dairy/free/vegan/vegetarian?

Our bottled Butterbeer is vegetarian, vegan and gluten-free.

What does bottled Butterbeer taste like?

Bottled Butterbeer is a butterscotch flavored sparkling soft drink served in a glass bottle with a collectible label.

Is draft Butterbeer dairy/free/vegan/vegetarian?

Draft Butterbeer is suitable for those with gluten, wheat and nut allergies. It does, however, contain trace amounts of dairy so it is unsuitable for vegans or anyone with lactose intolerance.

What does draft Butterbeer taste like?

Draft Butterbeer is a non-alcoholic beverage reminiscent of shortbread and butterscotch with a frothy head, served in a souvenir tankard.

What will I see inside the store?

Stepping inside Harry Potter New York, you will pass under a huge model of Fawkes the Phoenix gazing down from the ceiling, created especially for Harry Potter New York.

Aspiring witches and wizards will be able to browse for Chocolate Frogs and Bertie Bott’s Every Flavor Beans in an area inspired by the whimsical surroundings of Honeydukes and stop under the Dirigible Plum tree to find your favorite magical creature plush. You’ll also be able to browse over 50 wands inspired by characters, locations and props from the Wizarding World – including special collections only available at Harry Potter New York.

Fans can visit the store’s personalization area to engrave a wand, emboss a journal or embroider a robe with your name. Don’t forget to pose for a picture with the Griffin that guards Dumbledore’s office or the Ministry of Magic phonebooth.

What are your opening hours?

We operate Monday through Saturday 9:00 AM- 9:00 PM and Sunday 9:00 AM – 7:00 PM. Any changes to this will be publicized on our social channels ahead of time.

Holidays with regular trading hours include: Martin Luther King Jr Day, President’s Day, Good Friday, Easter Sunday, Memorial Day, Juneteenth, Independence Day, Labor Day, Indigenous Peoples Day, Veterans Day.

During the months of November and December we may adjust store hours to reflect holidays and allow additional time to shop with us. This will be published on social channels ahead of time.

We will be closed on Thanksgiving and Christmas Day.

What products are available for purchase?

Alongside the main collection of Harry Potter and Fantastic Beasts products, Harry Potter New York offers a range of brand collaborations including Spirit Jerseys, Loungefly handbags, and Pottery Barn Teen, among many other fan favorites. We also offer a range of exclusives to Harry Potter New York.

Can I shop online?

Yes, a hand-selected range of products are available to purchase from the Harry Potter Shop, our UK based site.

Does the online shop sell everything that is in the store?

Harry Potter New York stocks a selection of items that are only available in-store.

What is your return policy?

We want you to be happy with your purchase. If for some reason you are not, you have 30 days from purchase to return to the store with the item and original receipt for an exchange or refund. Your refund will be issued to the original payment method as shown on your receipt.

Without a receipt, we may offer an exchange at the current selling price. Products must be returned in the original condition and packaging unless faulty.

Due to the bespoke nature of personalized items, we are only able to offer an exchange or refund in the event that an item or service is faulty.

For hygiene reasons, cosmetics, earrings, underwear, face Coverings, food, and drink items can only be exchanged or returned if faulty.

We are currently unable to accept refunds or exchanges by mail. Online returns should be returned using the instructions within your package.

What additional measures are being taken for COVID-19?

We are operating the Harry Potter VR experiences in compliance with state and local guidelines and following strict cleaning and sanitation protocols. Additional measures we are taking include:

  • Masks Required: For the time being, all guests and employees are required to wear a face mask before, during, and after experiences.
  • Staff Safety: Our show guides are required to answer a safety questionnaire each day.

Will I be paired with other guests?

Yes. If you would like to guarantee a private experience, all tickets must be purchased for your selected time slot.

Do I need to wear a face mask?

To protect yourself and others we require all guests at Harry Potter New York to wear masks at all times, including as you enter and participate in your experience with us.

How can I buy tickets?

Tickets can be purchased online or with a VR Host at Harry Potter New York.  Online booking is the best way to secure a ticket for your preferred time slot, and to ensure that you and your group can all experience Harry Potter VR together.

How far in advance can I buy tickets?

We will announce whenever new tickets go live via our website and our Harry Potter social channels (#harrypottervr and #harrypotterny), so please continue to check back regularly for upcoming availabilities.

Can I book my experiences back to back?

When scheduling multiple experiences, please ensure at least 60 minutes between your start times to allow enough time to arrive early to check in to your next experience.  When booking both experiences in one day we recommend guests begin with “Wizards Take Flight,” subject to availability.

How do I purchase tickets in-person at the store?

At Harry Potter New York, you can buy tickets with help from a VR Host who can help find the right experience and available time slot that’s best for you and your group. Tickets can be purchased for same day or for a date in the future, subject to availability. Online booking is the best way to secure a ticket for your preferred time slot, and to ensure that you and your group can all experience Harry Potter VR together.

What happens if I can no longer make my experience?

Tickets are refundable or may be exchanged up to 24 hours prior to your scheduled experience. For refund requests, please use the link provided in your confirmation email to directly manage your booking online. For exchange requests, please contact us here and we would be happy to assist you with this process, subject to availability. For ticket holders that will not be able to make their scheduled experience and the 24 hour policy has already passed, we will not be able to offer refunds.

I missed my experience start time. Can I return or exchange my tickets?

All experiences start on-time.  We will not be able to offer refunds for no-shows or late arrivals.

How do I get my customer service questions answered?

Please contact us here and we will be happy to assist you with any refund or rebooking requests.

What happens if I experience a technical glitch?

In these instances, our show guides will make every effort to accommodate an exchange of your group’s tickets to a new time slot. However, we cannot guarantee near-term availability and in some cases we may be required to offer your group a partial or full refund.

Will other members of my group without a VR ticket be allowed entry to the store?

Please be advised, only those with a valid VR booking are guaranteed entry to the store. Our team will make every effort to accommodate other members of your group if we have the capacity available but entry cannot be guaranteed.

How early should I arrive for my visit?

All group members must arrive 30 minutes before your scheduled start time to check in with a VR host in-store.  We are not able to bring you into an experience once it has begun, and cannot guarantee that we will be able to accommodate late arrivals.

What happens when I arrive?

Please see a store representative when your group arrives on-site and inform them you have a Harry Potter VR reservation. You will be asked to present your confirmation email to confirm your scheduled start time. Once inside, please be sure to check in to your experience no later than 30 minutes prior to your scheduled start time.

Can I explore the store before or after my experience?

Yes. Once your VR reservation has been confirmed and you and your group have been admitted inside, you are free to shop and explore the store at your leisure before your VR experience.  Depending on the time of your experience, you may be able to explore the store after your experience. For experiences scheduled later in the day, we recommend exploring the store prior to your experiences.

How do I check in for my experience?

Please bring your confirmation email with you when you visit. The ticket purchaser or lead guest must be present at the time of check in and will be required to present a valid form of identification.  The lead guest name may not be changed following completion of your ticket purchase.

What happens after I check in?

Once you have checked in to your scheduled time slot, you are free to explore the rest of the store but recommend that you remain close by so you don’t miss your experience start time! A few minutes prior to your departure time, a VR Host will escort your group to gear up and begin your experience.

What should I wear?

Please wear comfortable clothing, especially shoes. Please wear fully enclosed shoes for each experience.  Avoid wearing long skirts or flared pants, since they may get tangled up or interfere with sensors. For guests experiencing “Wizards Take Flight,” short skirts are not recommended.

Is there a place to store my belongings during the experience?

A storage area is available for your personal belongings during your Harry Potter VR experience. Please be advised that Harry Potter New York is not responsible for any lost or stolen items.

Can I take photos or videos during the experience

Photos and videos are not allowed inside the experience itself, but we encourage you to snap all the content you want at Harry Potter New York, in the VR waiting areas and gear-up/gear-down rooms. Remember to share on social with #harrypottervr, #harrypotterny and tag @harrypotterny!

Are these experiences suitable for kids?

The Harry Potter VR experiences can be enjoyed by guests at least 10+ years old for each experience, 54 inches tall for Wizards Take Flight, and 48 inches tall for Chaos at Hogwarts. Guests that are between 10 and 12 years old must be accompanied by an adult (18 years or older) with a paid ticket. Guests who are 13+ are able to ride without an accompanied adult.

Are the experiences wheelchair accessible?

Guests requiring a wheelchair must be able to either transfer into one of our specially equipped wheelchairs, or their personal wheelchair must fall within the following dimensions:

  • Seat dimensions: 18″W x 16″D
  • Seat height: 20″
  • Back height from seat: 15.25″
  • Width between arms: 18.25″
  • Overall dimensions: 26″W x 31.5″D x 35.25″H
  • Overall folding dimensions: 12.25″W x 30.75″D x 35.25″H

Please note that we are only able to accommodate one guest requiring a wheelchair per scheduled time slot.

Should I be concerned about motion sickness?

We utilize motion capture technology to more accurately track users in the experience with little to no latency (the feeling of being off balance). Most guests do not experience motion sickness in our experiences.

Can I participate if I’m pregnant?

We do not advise guests participate in this activity if they are pregnant.

Can I wear eyeglasses during the experience?

Yes, if you wear eyeglasses in the real world they may help you see virtual worlds too. Please note that oversized glasses may be a tight fit inside the headset and some may not fit at all.

Can I wear my hearing aids during the experience?

Yes, hearing devices can be worn under the headset earpiece.

Is closed captioning (CC) available for the experience?

Closed captioning is not available at this time.

Can I bring my service animal with me on the experience?

Service animals must be under the control of the owners at all times and must remain on a leash or in a harness.  Our employees are not able to take control of service animals. Due to the nature of the Harry Potter VR experiences, service animals are not permitted inside the experience areas.  Service animals are permitted at Harry Potter New York and in the VR waiting areas, so long as they remain under the control of the owner or a trusted member of their group.

 

Where can I experience the Harry Potter VR experiences?

The “Chaos at Hogwarts” and “Wizards Take Flight” VR experiences can only be experienced at Harry Potter New York with a reserved time slot.  Tickets may be purchased online at vr-ticketing.

What can I expect from the Harry Potter VR experiences?

On “Chaos at Hogwarts,” you and up to three guests will participate in a free roam adventure that takes you on a magical journey to Hogwarts Castle.  Guests will experience both virtual and physical elements and will be walking through a virtual Hogwarts, just as you would do in the real world. You will wear a VR headset, backpack, and hand and foot trackers, choose your own virtual avatar (and see your fellow guests), and can freely explore the experience area, immersing yourself in the Wizarding World, while casting spells with your wand and experiencing real-world special effects.

On “Wizards Take Flight,” you and up to five guests will embark on a high-flying broom adventure over the skies of London and the enchanting grounds of Hogwarts Castle.  You’ll be seated on your very own physical broom, complete with rumbling haptics, wind in your face, and real-world special effects. You will wear a VR headset and hand trackers, choose your own virtual avatar (and see your fellow guests), and grab a wand to battle attacking Death Eaters!

How long does each experience last?

Experience durations vary by experience but your full journey will last approximately 30 minutes from the beginning of your start time, including avatar selection, gear-up, and gear-down.

How many people can participate at a time?

Harry Potter VR is a social, group experience.  Up to four ticketed guests may participate in Chaos at Hogwarts and up to six ticketed guests may participate in Wizards Take Flight in a time slot. Your group may be paired with additional guests unless you have purchased all tickets for your scheduled time slot.

What gear will I be wearing?

On “Chaos at Hogwarts,” a show guide will help you gear-up in a (approximately 10lbs), hand sensors, foot sensors and a VR headset. To experience “Wizards Take Flight,” you will only need to gear-up in hand sensors and a VR headset.

What sizes are your gear and equipment?

All of our sensors, headsets, and backpacks are adjustable and designed to fit adults.

What do I need to check in for my experience?

Please bring your confirmation email with you when you visit.  The ticket purchaser or lead guest must be present at the time of check in and will be required to present a valid form of identification. This name may not be changed following completion of your ticket purchase.

Do I need to register to enter the store?

No! Guests who have purchased VR experience tickets will not need to register in the Harry Potter New York virtual queue and may proceed to the front of the line when they arrive.

What parking is available nearby?

There are public parking garages located near the store, and street parking nearby. Please follow local signage listing time limits or specific hours where you are able to park.