Frequently asked questions

Our zoos are open!

As with everything right now, things are looking a little different so please read the FAQs below.
We are experiencing an extremely high volume of calls and emails at the moment so the phone wait time and email response time may be lengthy. We apologise for any inconvenience this causes.

Zoo tickets

Do I need to pre-book a ticket online?

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.

So, Zoo Members need to pre-book a ticket too?

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. 

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.

Do I have to book child tickets if they are free?

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.

I need to change my zoo tickets

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 >>

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.

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.

How far in advance are tickets released?

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.

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 $53/person ($48 for Zoo Members).

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 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.

Is everything open and running as normal?

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

Zoo

What

Status

Melbourne Zoo

Zoo tickets

Open

 

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

Open

 

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

 

Why do we still need to book tickets when restrictions and density limits have now eased?

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.

Where can I read your COVID Safe plans?

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

What measures and cleaning standards are you putting in place to keep the public safe?

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.

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.

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 $53/person ($48 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 >>
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?

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. 

Can I buy or renew my Zoo Membership at the gate?

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!

Do members still need to bring their membership cards?

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.

My Zoo Member number isn't working when I try and book 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.

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