Frequently asked questions

We are experiencing a high volume of calls and emails at the moment so the phone wait time and email response time may be lengthy so please read our FAQs below.

Zoo tickets

Do I need to pre-book a ticket online?
All non-zoo members, including babies, need to have a pre-booked zoo ticket before you arrive at the zoo. You will not be able to book tickets at the gate. You can book online here >>
Zoo Members, you no longer need to pre-book your zoo ticket as you have guaranteed entry to the zoo but you do need to scan your member card at the gate. If you are attending with non-members, please make sure they pre-book their zoo tickets online in advance.

Please note that tickets for Kyabram Fauna Park cannot currently be booked online and can only be purchased at the gate.

Do I have to book child tickets if they are free?
Yes, all non-zoo members, including babies, need to have a pre-booked zoo ticket before they arrive at the zoo. You will not be able to book tickets at the gate, this includes free children.
Do Zoo Members need to pre-book a ticket too?

No, Zoo Members no longer need to book their zoo tickets, you can simply scan your membership card at the gate. You have guaranteed entry to the three zoos.

I have a Companion Card, how do I book my tickets?

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.

How much are tickets to Kyabram Fauna Park and why are they a different cost to the other zoos?

We are honouring the current price of Kyabram Fauna Park tickets for the moment, however we are now introducing “Kids Visit Free” so children under 16 can visit free on weekends, public holidays and Victoria school holidays, which is funded by the Victorian Government. The current prices are listed on this webpage >>

I need to change my zoo tickets

You can change your ticket date or cancel your ticket. Modify your booking here

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 modify your booking here or contact our Customer Engagement team on contact@zoo.org.au

I'm having trouble booking my ticket online

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.

Please note that tickets for Kyabram Fauna Park cannot currently be booked online and can only be purchased at the gate.

The day I want to attend is sold out, can I get a ticket at the gate?

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.

Zoo Members can still visit the zoo on a day that shows as sold out by scanning their membership card at the zoo.

I have a prepaid zoo ticket, gift card or free zoo ticket. How do I book?

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.

Do I need to book tickets for the safari bus?

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 $56/person ($50 for Zoo Members).

Does "Kids Visit Free” apply at Kyabram Fauna Park too?

Yes! Thanks to the Victorian State Government, kids under 16 can now visit Kyabram Fauna Park for free on weekends, public holidays and Victorian school holidays. Please note that tickets for Kyabram Fauna Park cannot currently be booked online and can only be purchased at the gate.

Asian Elephant Calf Viewing

When can I see the calf?

Not at the moment. First-time mum-to-be, Mali, is now in the early stages of labour so she will be having some quiet time away from public view with the support of her mother, Dokkoon, who is also mother to Melbourne Zoo’s week-old calf.

While we all await the news of a second elephant calf, unfortunately, this means our Zoo Members and visitors will not be able to see the first-born elephant calf for the time being. We thank you for your understanding while we allow privacy and care for Mali and the herd during this time.

 

How will Melbourne Zoo manage crowds?

Our wonderful staff at Melbourne Zoo will be managing the crowds during peak periods, such as weekends and school holidays. Be prepared to experience crowds and wait times. We appreciate your patience and kindness towards our zoo staff during this busy and exciting time.

If I come to Melbourne Zoo, will I definitely see the calf?

No. The calf and herd may need some private time, away from crowds. For this reason, the Trail of the Elephants may close at any time throughout the day, with little or no notice. Be prepared that you may miss out on seeing them while you’re at Melbourne Zoo. We thank you for your understanding while we care for the little one and ask you to come back another time.

Do you have room for these calves at Melbourne Zoo?

All three pregnancies were carefully planned and the environment the calves will spend their first few years in will meet all their needs. Melbourne Zoo's expert Trail of the Elephants team will constantly review the Zoo's elephant habitats as the calves grow and develop ahead of the herd's move to the brand new Werribee Open Range Zoo elephant home in 2024. 

When is the herd moving to Werribee?

The entire herd will move to their brand new, purpose-built home at Werribee Open Range Zoo in 2024.

What does your partnership with Fauna and Flora International involve?

Zoos Victoria has an international partnership with Fauna and Flora International (FFI), who met a rigorous selection criteria based on their ability to demonstrate measurable outcomes for humans and wildlife alike through their work.

FFI is embarking on extensive work in the field to help better understand human-elephant conflict. They will also survey across Nghe An Province, of which Pu Mat National Park is part, to establish known numbers of elephants in this wild region, which is one of the three priorities in Vietnam’s national elephant strategy.

In addition to this partnership, our team of welfare specialists and elephant care experts have significantly advanced knowledge in the care of this species and future partnerships are being explored for us to have the opportunity to share these insights and resources, in order to improve welfare standards for elephants in human care globally.  

Coronavirus (COVID-19) changes and restrictions

Face masks and physical distancing – what are the rules?

With restrictions easing across the state, fitted face masks are now only required for those aged eight and above in two instances. This is to keep our animals safe as they can catch COVID-19 too!

  1. If you attend the Crazy About Cats keeper talk at Werribee Open Range Zoo
  2. If you have booked an animal encounter at our zoos
Is everything open and running as normal?

 

Zoo

What

Status

Melbourne Zoo

Zoo habitats

Open*
*Trail of the Elephants partially closed

 

Indoor habitats and indoor play spaces

Open

 

Food and cafes

Open

 

Zoo Shop

Open

 

Keeper talks

Running

 

Carousel

Open

 

Encounters

Some running. Check this page for more info

 

Roar N Snore Camp

Running

 

 

 

Healesville Sanctuary

Zoo tickets

Open

 

Indoor habitats

Open

 

Indoor play spaces

Open

 

Spirits of the Sky

Open

 

Food and cafes

Open

 

Zoo Shop

Open 

 

Creek play

Closed due to cold weather until further notice

 

Playgrounds

Open

 

Drinking fountains

Open

 

Keeper talks

Running

 

Encounters

Some running. Check this page for more info

 

Outdoor playgrounds

Open

Werribee Open Range Zoo

Zoo tickets

Open
 

Indoor habitats and indoor play spaces

Open

 

Food and cafes

Open

 

Zoo Shop

Open

 

Safari bus – day sessions

Open

 

Playgrounds

Open

 

Keeper Talks

Running

 

Encounters

Some running. Check this page for more info

 

Slumber Safari Camp

Open

Kyabram Fauna Park

Zoo tickets

Open - please buy them at the gate. No tickets available online

 

Reptile House

Closed

 

Cafe

Open

 

Zoo Shop

Open

 

Keeper Talks

 Running

 

Encounters

Some running. Check this page for more info.

 

Where can I read your COVID Safe plans?

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

Do the zoos accept cash?

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.

Will you be checking our COVID-19 vaccination status?

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

Kyabram Fauna Park

What is Kyabram Fauna Park?

Kyabram Fauna Park is a much-loved zoo with beautiful wildlife, wetlands and extensive grounds. Across 55 hectares, Kyabram Fauna Park is home to more than 600 animals and has been actively involved in the management of wildlife conservation programs since 1979.  

How do I get to Kyabram Fauna Park?

It depends on where you live but head to this webpage for more information. From Melbourne, it’s a two-and-a-half hour drive, and just 30 minutes from either Echuca and Shepparton.

Will "Kids Visit Free” apply at Kyabram Fauna Park too?

Yes! Thanks to the Victorian State Government, kids under 16 can now visit Kyabram Fauna Park for free on weekends, public holidays and Victorian school holidays. Please note that tickets for Kyabram Fauna Park cannot currently be booked online and can only be purchased at the gate.

How much are tickets to Kyabram Fauna Park and why are they a different cost to the other zoos?

We are honouring the current price of Kyabram Fauna Park tickets for the moment, however we are now introducing “Kids Visit Free” so children under 16 can visit free on weekends, public holidays and Victoria school holidays, which is funded by the Victorian Government. The current prices are listed on this webpage.

Please note that tickets for Kyabram Fauna Park cannot currently be booked online and can only be purchased at the gate.

Why can’t I book a ticket to Kyabram Fauna Park online?

We’re doing things one step at a time at the moment and our first priority was to officially add Kyabram Fauna Park to the Zoos Victoria family. Now that this is done, we’ll begin to work on things like making Kyabram Fauna Park tickets available to purchase online. In the meantime, you can buy your tickets at the gate or ,if you’re a Zoos Victoria Member, just show your membership card to be scanned.

What kind of animals does Kyabram Fauna Park have?

Kyabram Fauna Park is home to more than 600 local Australian animals – everything from koalas, dingoes and kangaroos. It also recently had a mob of Meerkats join the zoo.

Why has Kyabram Fauna Park joined Zoos Victoria?

Kyabram Fauna Park was located on freehold land owned by Campaspe Shire Council and Crown land (State Government) managed by the Kyabram Fauna Park Committee of Management (CoM ). The CoM was appointed on an interim basis from July 2018.  The primary focus of the CoM was to reset the operations of the Fauna Park, develop a vision for the future of the Park and evaluate options for future governance of the Park to ensure long-term sustainability.  

Following a review, it was recommended that Zoos Victoria is best placed to manage the site into the future due to its close alignment with the zoo’s operations and conservation goals. Zoos Victoria’s positive reputation for managing wonderful facilities will be a big drawcard to bring more visitors to the zoo and the region. This will ensure the Park is financially sustainable into the longterm.

Can I still take my school students on an excursion to Kyabram Fauna Park?

Schools and education are a critical part of the role of both Zoos Victoria and Kyabram Fauna Park. For the moment, the Kyabram Fauna Park education programs will remain as they are and can be booked by visiting this webpage >>

I’m a Zoos Victoria Member, can I now visit Kyabram Fauna Park too?

Yes! Kyabram Fauna Park is now part of the Zoos Victoria family and that means you can visit Kyabram Fauna Park the same way you visit your other zoos – just show your membership card at the gate.

I’m a Kyabram Fauna Park Member, can I now visit the other zoos too?

Yes! Kyabram Fauna Park Members are now Zoos Victoria Members which means you can visit all four zoos by simply showing your membership card at the gate. For more information about this transition visit this webpage >>

Visiting the zoo

Can I bring my own food or picnic to the zoo?

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.

Do I need to prebook the free safari bus?

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 $56/person ($50 for Zoo Members).

Can I hire a wheelchair?

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 >>

I lost something at the 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 >>
Kyabram Fauna Park >>

Melbourne Zoo >>
Werrribee Open Range Zoo >>

Do the zoos accept cash?

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.

Can I purchase food and beverages at the zoo?

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. 

Zoo Members

 

Do Zoo Members need to prebook tickets?
No, from August 1 2022 Zoo Members no longer need to pre-book their zoo ticket as you have guaranteed entry to the zoos, but you do need to scan your member card at the gate.
Can I buy or renew my Zoo Membership at the gate?

Yes, you can renew your Zoo Membership at the gate.

And 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!

Do members still need to bring their membership cards?

Yes, Zoo Members will need to present their Zoo Membership card at the gate for entry. 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.

My Zoo Member number isn't working online

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.

Do you have family memberships?

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!

I was unable to use my membership due to lockdowns am I able to get an extension?

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.

How do I cancel my membership?

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.

My membership has renewed and I do not want another year of membership. How do I cancel and get my money back?

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.

Why do I have to sign up to an ‘auto rollover membership’?

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.

I have lost my member card how do I order a new one?

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.

More information for Kyabram Fauna Park Members

Welcome to the Zoos Victoria family! You can find more information about your new Zoos Victoria Membership here >>

My contact details have changed, how do I update them?

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

My name is misspelt on my member card, how do I get this changed?

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

I have purchased a ticket to visit the zoo and now wish to become a Zoos Victoria Member, can I have the cost of my ticket deducted?

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.

I am a member of an interstate zoo, do I receive free entry to your zoos?

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

Excursions - can I bring my students to the zoo?

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

Can I take my school students on an excursion to Kyabram Fauna Park?

Schools and education are a critical part of the role of both Zoos Victoria and Kyabram Fauna Park. For the moment, the Kyabram Fauna Park education programs will remain as they are and can be booked by visiting this webpage >>

Foot and Mouth Disease FAQs

Why are there changes to the zoo at the moment because of Foot and Mouth Disease?

As you have no doubt seen in the news, there is an ongoing Foot and Mouth Disease (FMD) outbreak in Indonesia that has the potential to spread to the animals and wildlife in Australia. Due to this, Zoos Victoria has enacted new procedures as a precaution, to protect the precious wildlife that call our zoos home. Although the risk of FMD being detected in Australia is low, the impact on hoof stock animals (excluding horses) is high, so we are being particularly vigilant. 

In the event of an outbreak in Australia, we will be following the advice of the Department of Agriculture and Chief Veterinary Officer to ensure the safety of the animals and wildlife at our zoos.

What are we doing to minimise the risk of a Foot and Mouth Disease outbreak at our zoos?

There are a few things we are doing to keep our animals safe. All zoo keepers and other staff have new procedures in place to ensure that soil from outside of our zoos isn’t brought into any of the susceptible animals’ habitats. 

Can I visit the zoo if I’ve recently been to Indonesia?

We ask that any Zoo Members or visitors who have recently been to Indonesia to please wait at least 48 hours since they returned to Australia before visiting the zoo. This will not be mandated so we ask you to follow this in good faith. The risk of contamination at this point remains low but if there’s one thing we’ve all learnt in the past few years it’s that diseases can spread quickly and the last thing we want to do is put any of our animals at risk. 

Can I visit the zoo if I live with livestock, excluding horses?

At the moment we are asking (but not mandating) those who live with livestock, excluding horses, to please delay their visit to the zoo while we work through the expert advice regarding FMD. This request is to protect both your animals and those that live at our zoos. If you do choose to visit the zoo, please ensure you don’t wear shoes or clothing that you have worn whilst around livestock.

What encounters aren’t currently running?

As part of the procedures in place to protect the precious wildlife that call our zoos home, we are limiting contact between people and animals that are susceptible to FMD as well as encounters where people walk through animal habitats. These include: 

Melbourne Zoo 

  • Giraffes 
  • Elephants 
  • Kangaroos 

 Healesville Sanctuary 

  • Kangaroos 

 Werribee Open Range Zoo 

  • Giraffes 

If you have booked an encounter with one of the animals listed above between now and August 7, you will automatically be issued a refund. You do not need to contact us to arrange a refund, unless you would also like to cancel your zoo tickets for that day. If this is the case, please go to this webpage or call us on 1300 966 784. Please note that general admission still remains valid, only the relevant encounter will be cancelled.