Frequently asked questions

Yes, we cannot stress this enough. Absolutely everyone, including Zoo Members and babies, needs to have a pre-booked zoo ticket before you arrive at the zoo. You will not be able to book tickets at the gate. 

Zoo Members, your tickets are free but will still need to be booked. This is so we can maintain safe physical distancing by capping numbers of all our visitors.

Yes, every single person entering our zoo, including Zoo Members of all ages (including babies!) will need to pre-book a ticket before coming. This is so we can manage visitor numbers and ensure safe physical distancing for everyone. 

It’s easy! You can book online here >>

You can book online or our Customer Engagement Team can help you book your ticket over the phone. Just give them a call on 1300 966 784 between 9am and 5pm, seven days a week, Alternatively you can email contact@zoo.org.au.

Yes, every single person in the zoo must have a prebooked ticket, including babies and Zoo Members. If you are attending on a day when children (including babies) can visit for free, please select the free child ticket option.

Please head to this webpage for more info and to request a change >> 

If you're a Zoo Member, you can let us know that you can't use your free zoo tickets anymore by filling out this webform >>

Note: if you have been instructed to self-isolate, quarantine or have been impacted by coronavirus (COVID-19) restrictions, we have options available to you. Please head to this webpage for more info >>

Don't worry, just give us a ring on 1300 966 784 between 9am-5pm and we'll be able to book your tickets over the phone. We are experiencing a high volume of calls right now so you may need to wait on the phone but our friendly Customer Engagement Team is working as fast as possible to help everyone ASAP.

Unfortunately we are operating with strict capacity limits. If the day you want to attend the zoo is showing as sold out online then no additional tickets are available and will not be available at the gate. Please do not arrive at the zoo without a prebooked zoo ticket for everyone, including babies.

Gift cards can be redeemed for tickets through our website or through the Customer Engagement Team by calling 1300 966 784. If you have purchased an open-dated zoo ticket in the past or have received a free zoo ticket, please contact the Customer Engagement Team so we can book your ticket in for a particular date.

Typically, we do release new tickets 31 days in advance for Zoo Members and visitors to book. If the date you’d like to visit is more than 31 days away, please revisit the website closer to the date you’d like to book.

No, the free safari bus at Werribee Open Range Zoo cannot be prebooked. With capacity limitations in place there may be a bit of a wait on busy days so please be patient. If you'd like a more intimate and prebooked safari experience, feel check out the Deluxe Safari Adventure which is $53/person ($48 for Zoo Members).

With restrictions easing across the state, fitted face masks are now only required to visit Lemur Island at Melbourne Zoo if you are aged eight years and above to help keep our lemurs safe. If you have booked an animal encounter at our zoos, you will be required to wear a fitted face mask for the duration of the encounter.

Due to staffing shortages, some indoor spaces may be required to close.

Although we are now able to admit more visitors to our zoos, we do still require everyone to book their ticket online, so we can ensure it is a safe and comfortable experience for all visitors on the day. We have always had a maximum capacity limit in place for each zoo, even pre-COVID-19, which helps make sure the day is as enjoyable as possible for everyone and isn’t overcrowded. Having all members and visitors book their ticket also allows us to gather contact information which could be crucial in the event that circumstances change suddenly, and we need to contact ticket purchasers quickly.

Our COVID Safe plans are found on this webpage here >>

In addition to reduced crowds and physical distancing, we have an additional cleaning schedule for surfaces and amenities at all three of our zoos and have sanitising stations around the zoo for you to clean your hands while visiting your animal friends.

Zoos Victoria zoos do not accept cash payments. If you’re keen for some retail therapy at the Zoo Shop or to buy food and drinks, you will need to use a credit or debit card.

No, visitors are not required to check in or show their vaccination status.

Absolutely. Please keep sharp knives at home and try and minimise bringing glassware, but everything else is fine to bring. If you need to pop out to your car to get your picnic at lunchtime, make sure you let our friendly gate staff know so they can let you back into the zoo as your ticket will not work once it has been scanned.

No, the free safari bus at Werribee Open Range Zoo cannot be prebooked. With capacity limitations in place there may be a bit of a wait on busy days so please be patient. If you'd like a more intimate and prebooked safari experience, feel check out the book the Deluxe Safari Adventure which is $53/person ($48 for Zoo Members).

Yes, we have wheelchairs to hire at all three of our zoos. You can request a booking for a wheelchair via these links:

Healesville Sanctuary >>
Melbourne Zoo >>
Werribee Open Range Zoo >>

Don't panic. Just let us know what you've lost and we'll let you know if it turns up. Please fill out this webform:

Healesville Sanctuary >>
Melbourne Zoo >>
Werrribee Open Range Zoo >>

Zoos Victoria zoos do not accept cash payments. If you’re keen for some retail therapy at the Zoo Shop or to buy food and drinks, you will need to use a credit or debit card.

Our catering team, like the hospitality industry across Victoria, is experiencing challenges at this time. Please bear with us. We are opening outlets and cafes when we can. To avoid disappointment or potentially long queues we suggest you consider bringing your own picnic and snacks. Thank you for your understanding. 

Yes, every single person entering our zoo, including Zoo Members of all ages (including babies!) will need to pre-book a ticket before coming. This is so we can manage visitor numbers and ensure safe physical distancing for everyone. 

This is a bit tricky because Zoo Members must pre-book zoo tickets online or via our Customer Engagement Team before you arrive at the zoo. 

• If your Zoo Membership is about to expire and you have a pre-booked zoo ticket for that day, you can renew your Zoo Membership at the gate before you come into the zoo. 
• But if your membership has expired or you haven’t been able to pre-book a zoo ticket before arriving for another reason, you’ll need to call us on 1300 966 784 to renew your membership and book a free zoo ticket online.

Don’t forget, if you’re not yet a Zoo Member and have had a wonderful day outdoors with nature at the zoo and would like to upgrade to a Zoo Membership, you can do this at the gate on your way out and we’ll deduct the cost of your zoo ticket - a bit like try before you buy!

Yes, Zoo Members will need to present both your Zoo Membership card and your pre-booked zoo ticket at the gate. If you’ve lost your Zoo Membership card, you can order a replacement card through your member portal but please ensure you have a photo ID on you when you visit so we can check your account.

Please make sure your Zoo Membership has not expired by logging in here >> and clicking 'Manage or renew membership'.

Or if it's a gift membership, you need to make sure it has been activated >>

If you're still having trouble, please call us on 1300 966 784 and we can check your account.

Yes, we just structure it a little differently. Children join for free when you purchase an adult membership, so at the membership checkout page, just make sure you select as many adults and children as there are in your family - think of it as a build-your-own family membership!

We understand the last few years have been a difficult time for many people. Please reach out to our friendly membership consultants via members@zoo.org.au to discuss your options and find a solution for you. Please ensure you include your full name and member number in your email.

For those with monthly memberships, there is a minimum twelve-month commitment meaning you are unable to cancel your membership part way through.

When your membership is up for renewal, you will be notified via email and can cancel 28 days prior via the membership dashboard accessed via our website: zoo.org.au/membership.

If your membership has renewed for another year without you realising and opting out, do not fret. We can rectify this for you and organise a refund. Please reach out to our friendly membership consultants via members@zoo.org.au. Please ensure you include your full name and member number in your email.

Our yearly and monthly memberships have a twelve-month commitment and you will be given the option to opt out of the rollover in the 28 days leading up to your membership expiry.

If you do not wish to opt in for the auto rollover you can sign up for your membership over the phone via the Customer Engagement Team on 1300 966 784 or with our friendly admission teams at any Zoos Victoria property.

If you have lost your member card that is no problem, we can organise a new one for you. Simply log in to your membership dashboard at zoo.org.au/membership to request a new card to be delivered to you.

Please be aware these cards can take a few weeks to reach you with current postal delays, so we suggest you also request a membership summary via the dashboard which can also be used as your member card.

If any of your contact details have changed including your address, please logon to your member dashboard to update them.

Please send an email to members@zoo.org.au and include your membership number and the correct names of each member.  

If you have a wonderful day out at one of our zoos and would like to sign up to become a member, we are able to deduct the cost of your ticket from your membership. You are able to do this on the day of your visit at our admission gates. Alternatively, please contact our Customer Engagement Team on 1300 966 784 within 14 days of your visit.

All members of Taronga Zoo, Western Plains Zoo, Adelaide Zoo, Monarto Zoo and Perth Zoo are entitled to reciprocal entry.

To book these tickets please contact our Customer Engagement team on 1300 966 784.

Excursions are now available to book. Please explore what's available for your year level here.