Frequently asked questions

We're looking forward to seeing you at our zoos soon! Below are our most frequently asked questions.

Zoo tickets

Do I need to pre-book a ticket online?
We recommend all non-zoo members, including babies, need to have a pre-booked zoo ticket before you arrive at the zoo to avoid missing out on entry. 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.
Do I have to book child tickets if they are free?
We recommended, all non-zoo members, including babies, have a pre-booked zoo ticket before they arrive at the zoo to ensure entry. 
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 four 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 free tickets. 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.

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.

Trail of the Elephants: viewing our Asian Elephants

Vale Man Jai
It is with great sadness that we announce the passing of much-loved Asian Elephant, Man Jai.
Nine-year-old Man Jai developed an acute onset of the incurable disease Elephant Endotheliotropic Herpesvirus (EEHV) earlier this week. His keepers, who monitor the herd closely and frequently for signs of this disease, noticed swelling in his neck and uncharacteristic lethargy. Man Jai was immediately tested by Melbourne Zoo veterinarians for EEHV, with blood tests confirming a positive diagnosis and urgent anti-viral treatment administered. However, despite Melbourne Zoo's veterinary and keeper expertise, and around-the-clock care, Man Jai tragically lost his life to the virus in the early hours of this morning.
Most Asian Elephants naturally carry one or more of these EEHV viruses and often these viruses lie dormant with no symptoms. However, occasionally these dormant infections can reactivate and cause severe disease, which is extremely difficult to treat and is usually fatal in young Asian Elephants.
Man Jai was incredibly loved by his keepers and the herd, in particular, his sidekick and friend, the herd's older male, Luk Chai. We will fondly remember their special bond, splashing in the pool and sliding down mud mounds together. Man Jai would always brighten our day and make all who saw him smile. He will be deeply missed by all who loved him.
Is Elephant Endotheliotropic Herpesvirus (EEHV) preventable and treatable?

Melbourne Zoo takes the health of the herd extremely seriously, particularly as the possibility of EEHV outbreaks has the potential to affect all the elephants under the age of 15

Prevention and monitoring for EEHV is critical as currently there is no vaccine or medication effective in preventing EEHV disease, only treatments to minimise the symptoms.

Melbourne Zoo’s elephants are closely monitored by keepers observing for any deviation from the calf’s normal appetite, gait, sleep pattern, and body temperature and activity levels. Each adult herd member also has weekly blood tests to detect any evidence of the presence of EEHVs. In the event of any evidence of EEHV, treatment is implemented immediately, as was the case with Man Jai as soon as EEHV was confirmedHowever, at present, drug treatment is effective in only around 20% - 30% of cases, as the disease can progress very rapidly. For most animals who develop the disease, it is fatal. 

When is the elephant herd moving to Werribee Open Range Zoo?

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

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?

We are a cashless zoo. We accept card and digital payments at all four Zoos Victoria zoos, being Melbourne Zoo, Kyabram Fauna Park, Werribee Open Range Zoo and Healesville Sanctuary. Our staff will ask if you can pay via card, however we don’t want to exclude any customers who are unable to pay by card and only have cash, so will accept cash at some outlets by exception. Please do consider this when visiting us!

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?
Zoo Members do not 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 download your digital card straight to your Apple or Google wallet through your member portal. You can also order a replacement card here, but please 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!

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 download your digital card straight to your Apple or Google wallet, so you always have it handy!

You can also request a new card to be delivered to you, but 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.

Please provide your valid membership card and photo id to the admissions staff at the gate of the zoo you are visiting. 

I hold a Victorian Carer Card (We Care), am I eligible for a discount?

Yes, you can purchase a membership at the discounted senior rate. To secure your membership, 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 >>

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.

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 >>