Event Policies / FAQ

PLEASE NOTE: 
Construction at 1st Avenue and I-80 Interchange (Exit 242) Construction. Please note major construction is underway at 1st Avenue & I-80 Interchange. This may cause traffic delays and please plan accordingly. More Information Here

ACCESSIBLE SEATING

Handicap accessible seating is available at various locations throughout Xtream Arena and for those ticketed events happening at GreenState Family Fieldhouse. Handicap seating is available to the patron with the disability and one guest. To purchase handicap accessible seating, please email tickets@iowaheartlanders.com for more information.

AED LOCATIONS

Xtream Arena & GreenState Family Fieldhouse is equipped with an automated external defibrillator (AED), which can save lives in the event of a sudden cardiac arrest. Exact locations of AED machines will be listed here when finalized. In the event of an emergency, please notify the nearest staff member.

ALCOHOLIC BEVERAGES

Iowa and Federal Law prohibits the sale of alcoholic beverages to persons under the age of twenty-one (21). Therefore, guests are required to show proper identification and proof of age when purchasing alcoholic beverages at Xtream Arena & GreenState Family Fieldhouse. The number of alcoholic beverages served may be limited to two drinks per person, per purchase. Management reserves the right to refuse service to guests who appear intoxicated or who are disturbing other guests. Beer sales are discontinued approximately forty-five (45) minutes before the end of the event. We encourage guests to drink responsibly and not to drive after drinking.

ANIMALS

Animals or pets of any kind are not permitted at Xtream Arena & GreenState Family Fieldhouse with the exception of trained service animals and service animals in training for guests with disabilities. Service animals must be leashed at all times unless performing a necessary task for their handler which requires the leash be removed. Handlers are responsible for cleaning up after their service animal and for any damages caused by the service animal. A guest whose service animal poses a threat to the safety of other guests and/or employees may be asked to escort the animal off the premises. In order to better accommodate guests with service animals, please notify our Guest Services department at xtreamarena@spectraxp.com.

ATMS

Currently, there are three (3) ATM machines located in the facility. Locations of these ATMs include one in the Xtream Arena Box Office Lobby, one on the north end of the main concourse next to the Guest Services booth, and one at the South Entrance Lobby of GreenState Family Fieldhouse.

BAG POLICY

Xtream Arena will implement a clear bag policy for all ticketed events.  A clear 12” x 6” x 12” bag or smaller will be permitted as well as small clutch style purses or wallets. Patrons will be asked to return any bag that does not meet this criteria to their vehicle prior to entry. Diaper bags or medical bags are allowed to exceed that size limit, but will be searched. This policy is subject to change based on a show's request. Please see image below for referene to bag policy. 

BANNERS & SIGNS

Banners and signs are permitted as long as they do not block the view of others, interfere with the event, contain advertising of any form, present a safety hazard or contain political or obscene material. Banners may not be affixed with any type of material that is permanent in nature or that alters the facility in any manner. Poles and sticks are prohibited. Building management reserves the right to remove any banner or sign. Signs may also be prohibited, if requested by the event.

CAMERAS & RECORDING DEVICES

For most events, at the request of the artists and/or leagues, small point & shoot cameras are allowed. Professional cameras (specifically cameras with professional/detachable lenses and flash) are not permitted. Xtream Arena & GreenState Family Fieldhouse reserves the right to examine and prohibit the use of any camera that conflicts with the policy set by the event. Audio recorders, video recorders and digital cameras with video capabilities are prohibited during all events.

CANCELLED OR POSTPONED EVENTS

In the event a performance is cancelled or rescheduled, information is immediately sent to the local media for distribution and placed on the Xtream Arena & GreenState Family Fieldhouse website and event phone line. We will also send an email to the database of purchasers for that event, if we have contact information. 

If an event is cancelled, refunds will be available at the original point of purchase. If the event is rescheduled, tickets purchased for the original date will be honored at the new date. In most cases, refunds will also be available at the original point of purchase up until the new date has passed. 

PLEASE NOTE: In the event of a cancellation, the paid ticket price will be refunded.* 

*Fees and charges associated with the ticket purchase may be retained. 

Tickets purchased with a credit card will be refunded to the original card used to purchase the tickets. Xtream Arena & GreenState Family Fieldhouse is not responsible for tickets purchased through unauthorized sources.

CELL PHONES

Cellular phones are permitted provided their use does not prevent other guests from enjoying the event. The use of camera and video features may be restricted if requested by the event.

EMPLOYMENT OPPORTUNITIES

To inquire about job opportunities, visit our Employment page for an up-to-date listing of available positions.

FIRST AID

The First Aid Station at Xtream Arena is located in the Box Office Lobby at the Main Entrance. In the event of an emergency, please go to the first available officer or staff member for assistance.

GUEST CONDUCT

In order to maintain a safe and enjoyable environment we ask that while visiting Xtream Arena & GreenState Family Fieldhouse, guests be courteous to those around them and abide by building policies. Guests using foul or abusive language, behaving in an unruly manner or appearing intoxicated are subject to ejection and/or arrest.

GUEST SERVICES

The Xtream Arena Guest Services station is located at the north end of the concourse. Guest Services provide guests a convenient location to obtain information, offer suggestions, voice concerns and request assistance during events.

HANDICAP PARKING

For your convenience, there are several available parking lots within walking distance of Xtream Arena & GreenState Family Fieldhouse. Accessible parking is available in all of the parking lots surrounding the Xtream Arena & GreenState Family Fieldhouse. To park in the spaces reserved for disabled guests, the vehicle must have a state issued handicapped window pass, sticker or license plate. Any customer may drop off a disabled patron at the front of Xtream Arena & GreenState Family Fieldhouse and then park the car in one of the lots and meet that person inside the venue.

HANDOUTS

The distribution of promotional items, handbills, fliers, pamphlets, printed materials, as well as the solicitation of signatures, is not permitted on Xtream Arena & GreenState Family Fieldhouse property without prior written authorization.

LOST CHILDREN OR COMPANIONS

Lost children should be escorted to the nearest officer or staff member. The lost child will be assisted at Guest Services. In the event that you become separated from your child or a member of your party, you will also want to contact the nearest officer or staff member.

LOST & FOUND

During an event, you may inquire about lost or found items at Guest Services. For inquiries following an event, please email xtreamarena@spectraxp.com.

LOST TICKETS

CASH PAYMENT: There are no instances when replacement tickets will be issued if a patron has lost their tickets. 

CREDIT CARD PAYMENT: Email xtreamarena@oakviewgroup.com or visit the Ticket Office. The following information will be required: customer’s name, date of purchase, credit card used. Once the original order has been found, replacement tickets will be printed and the original tickets will be voided. 

ONLINE TICKETING OR CHARGE BY PHONE: Please contact the Xtream Arena & GreenState Family Fieldhouse to report your tickets lost at xtreamarena@oakviewgroup.com. They will give you further instructions once you place a report with them. Any replacement tickets will only be allowed to be picked up on the event day. This is to ensure the safety of your ticket because once tickets have been replaced; no other replacements can be made. Tickets can only be picked up by the person who is listed on the account as the ticket purchaser with a valid ID and credit card used to purchase the tickets. 

*In all instances, tickets should be treated like cash. There is no guarantee on replacing tickets. Replacement tickets may be subject to a reprint fee.

MERCHANDISE

Visit iowaheartlanders.com/shop or the Heartlanders Team Store to purchase your favorite Heartlanders merchandise! 

PARKING

Parking: Parking is available in the South Parking Lot located by the Hyatt Regency Convention Center Entrance or the North Ramp located by the Hyatt Regency main entrance. All Heartlanders ticket buyers receive a parking pass for free parking to Heartlanders games. For a parking map, click here. For questions about the Heartlanders parking, please call 319-569-4625 or visit this link.

PROHIBITED ITEMS

We ask all guests to arrive early and travel light, as you may be subject to search, which includes metal-detecting hand wands upon entry. For safety reasons, prohibited items include but are not limited to:

• Alcohol, drugs, illegal substances or any paraphernalia associated with drug use
• Animals (except trained service animals and service animals in training for guests with disabilities)
• Audio/Video recorders, professional cameras, tripods
• Cans, bottles, coolers or other similar containers
• Electronic cigarettes / vape pens inside facility
• Fireworks
• Flags/Signs with poles
• iPads
• Laptop Computers
• Laser pens/pointers of any type
• Noisemakers such as air horns
• Outside food or beverages (except for medical purposes)
• Oversized bags, backpacks, duffel bag
• Pepper spray/Mace
• Strollers
• Umbrellas
• Weapons of any type, including chains, knives, firearms and spiked jewelry (including permit to carry)
• Any other item deemed unacceptable by event/building management

If an item is revealed during a search, patrons may dispose of the item or they may return the item to their vehicle. Xtream Arena & GreenState Family Fieldhouse does not safeguard any personal belongings or items of any type.

PURCHASING TICKETS

All tickets available for sale through the Xtream Arena box office may be purchased HERE. Additionally, visit Iowaheartlanders.com/tickets for more information.

RE-ENTRY

For your safety, once a person exits Xtream Arena, re-entry is strictly prohibited.

RESTROOMS

There are restrooms located throughout the Xtream Arena & GreenState Family Fieldhouse. In-arena restrooms are located on the north and south ends of the concourse. In fieldhouse restrooms are located inside team hang space in the northwest corner and near the southeast entrance. 

SECURITY MEASURES

Details to be released prior to opening.

SMOKING POLICY

Smoking, including e-cigarettes, is not permitted in all public areas at the Xtream Arena & GreenState Family Fieldhouse including the arena and concourse.

STOLEN TICKETS

A police report will be required by Xtream Arena & GreenState Family Fieldhouse Management. Tickets will be reprinted at the discretion of the Ticket Office Manager and only after verification of purchase.

SUITES

For suite rental information, visit our Premium Seating page or contact tickets@iowaheartlanders.com  

WILL CALL WINDOW

In order to pick up your tickets please bring with: 

• A government issued ID matching the name on the account, the credit card used for the purchase, and the confirmation number will be required to pick up tickets.
• Tickets will be released only to the person whose name appears on the ticket envelope.
• For event specific will call information, please see our event calendar for instructions.

*Please note: Some events have additional restrictions on picking up tickets at will call. 

For more information regarding policies, procedures, directions, parking, where to stay, area attractions, and food and beverage please visit the Plan Your Visit tab on the Xtream Arena Website. 

ECHL Fan Code of Conduct

The ECHL and its Member Teams in conjunction with Arena Security seek to establish a safe, comfortable, and enjoyable sports and entertainment experience for fans, Players, employees and guests.

a. Offensive and/or abusive language that is hurtful in nature and intended to cause offense will not be tolerated and Arena Security will remove offenders from the Arena based on their discretion.

b.  Racial Slurs are words or phrases that refer to members of racial and ethnic groups in a derogatory manner, and the ECHL has a zero tolerance policy for racial slurs or threats to Players, fans and employees. Offenders will be immediately ejected from the venue by Arena Security.

c.  Fan Signage containing offensive/abusive language, and or racial slurs or threats will be confiscated and disposed of immediately.

d.  Fans and guests will comply with requests from Arena Security regarding arena operations and emergency response procedures.

e.  Fans and guests are to consume alcoholic beverages in a responsible manner. Intervention with an impaired, intoxicated or underage guest will be handled in a prompt and safe manner by Arena Security.

f. Excessing banging on the glass will not be tolerated and abusing fans will be removed based on Arena Security discretion.

g.  Projectile objects purposely thrown at an Official, Player, Coach, other fan or onto the playing surface during gameplay shall result in the offender being immediately ejected. Items customarily thrown onto ice surface during stoppages in gameplay (i.e. hats after a hat trick, stuffed animals during Teddy Bear Toss nights, ceremonial items) are permitted at the discretion of Arena Security.

Arena staff has been trained to intervene when necessary to help ensure that the above expectations are met, and ECHL fans are encouraged to report any inappropriate behavior to the nearest usher, security guard, or arena security/guest services staff member.