Frequently asked questions

Our zoos are open.

Our zoos will reopen on Wednesday, 28 July 2021.

In light of the Victorian Government’s latest announcement, Healesville Sanctuary, Melbourne Zoo and Werribee Open Range Zoo will reopen from Wednesday, 28 July.

Please visit www.coronavirus.vic.gov.au for the latest information.  

As directed by the Victorian Government, from 11.59pm Tuesday 27 July 2021, everyone aged 12 and above will be required to wear a fitted face mask both indoors and outdoors at our zoos.

As with everything right now, things are looking a little different so please read the FAQs below.

Coronavirus (COVID-19) changes and restrictions

What is the update for zoo visitors who have been impacted by border restrictions?

The Victorian Government has enacted new measures in relation to coronavirus (COVID-19) and interstate travellers. In all instances, please follow the advice on the Department of Health and Human Services website and directions of Victoria’s Chief Health Officer in regards to quarantine and movement around Victoria.

 

In addition we ask the following:

 

·     Red zone: if you have travelled from a red zone in the past 14 days, you are not permitted to enter our zoos. If you have already booked zoo tickets, please email us at contact@zoo.org.au with your Reservation ID and we will cancel and refund your ticket(s).

 

·     Orange zone: if you have travelled from an orange zone in the past 14 days, please delay your trip to the zoo. If you have already booked zoo tickets, please email us at contact@zoo.org.au with your Reservation ID and we will cancel and refund your ticket(s).

 

·     Green zone: if you have travelled from a green zone in the past 14 days, you are welcome to visit our zoos. We understand that your plans may have been disrupted and if you now need to cancel your tickets, please email us at contact@zoo.org.au with your Reservation ID and we will cancel and refund your ticket(s).

 

·     If you were planning on visiting the zoo with friends or relatives from a red or orange zone who can no longer attend the zoo and you now wish to cancel your tickets, please email us at contact@zoo.org.au with your Reservation ID and we will cancel and refund your ticket(s).

 

Note: we are experiencing a high volume of calls and emails right now. We’re doing our best to respond to everyone as quickly as possible but we may take a few days to reply to your email or you may experience a wait time on the phone. We appreciate your patience as we work through this busy time. Refunds may take up to 14 business days to appear on your bank statement.

Face masks and physical distancing – what are the rules?
As directed by the Victorian Government, from 11.59pm Tuesday 27 July 2021, everyone aged 12 and above will be required to wear a fitted face mask both indoors and outdoors, including at our zoos.

In addition, below are the rules you must also follow both inside our zoos and outside of them.

  1. As directed by the Victorian Government, from 11.59pm Tuesday 27 July 2021, everyone aged 12 and above will be required to wear a fitted face mask both indoors and outdoors, including at our zoos.
  2. Face masks must be worn on public transport, this includes the safari bus at Werribee Open Range Zoo.

We’ve come a long way in the past few months so let’s keep it up!

Is everything open and running as normal?

No, not at this stage. The animals are excited to see you again but some things are different for public safety reasons.

Zoo

What

Status

Melbourne Zoo

Zoo tickets

Open, book online.

 

Indoor habitats and indoor play spaces

Open, with density limits. 

 

Food and cafes

Open, with density limits.

 

Zoo Shop

Open, with density limits.

 

Keeper talks

Running

 

Carousel

Closed

 

Encounters

Running

 

Roar N Snore Camp

Running, with density limits.

     
 

 

 

Healesville Sanctuary

Zoo tickets

Open, book online.

 

Indoor habitats

Open, with density limits. 

 

Indoor play spaces

Open, with density limits. 

 

Spirits of the Sky

Running, with density limits. 

 

Food and cafes

Open, with density limits. 

 

Zoo Shop

Open, with density limits. 

 

Creek play

Closed

 

Playgrounds

Open

 

Drinking fountains

Closed

 

Keeper talks

Running. 

 

Encounters

Running, with density limits. 

 

 

 

Werribee Open Range Zoo

Zoo tickets

Open, book online. 
 

Indoor habitats and indoor play spaces

Open, with density limits. 

 

Food and cafes

Open, with density limits. 

 

Zoo Shop

Open, with density limits. 

 

Safari bus – day sessions

Running

 

Playgrounds

Open

 

Keeper Talks

Running

 

Encounters

Running, with density limits.

 

Slumber Safari Camp

Running, with density limits.

 

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, physical distancing and compulsory face masks on the safari bus, 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 animals 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.

Do I need to use the Services Victoria app when visiting the zoo?

Yes. As required by the Victorian Government, all visitors will need to register to visit Melbourne Zoo, Werribee Open Range Zoo and Healesville Sanctuary upon arrival for contact tracing purposes.

You will be able to register via the Services Victoria app QR code at the entrance of each zoo. Admission staff will be available to help you register if needed.

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?

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, for contact tracing purposes 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

While we don't offer refunds on zoo tickets, we can swap your tickets to use on a different day if you give us 48 hours notice. 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 book the Deluxe Safari Adventure which is $50/person ($45 for Zoo Members).

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 $50/person ($45 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 >>

What's open and closed at the zoo at the moment?

 

Zoo

What

Status

Melbourne Zoo

Zoo tickets

Open, book online.

 

Indoor habitats and indoor play spaces

Open, with density limits.

 

Food and cafes

Open, with density limits.

 

Zoo Shop

Open, with density limits.

 

Keeper talks

Running

 

Carousel

Closed

 

Encounters

 

Running, with density limits.

 

Roar N Snore Camp

Running, with density limits.

 

 

 

     

Healesville Sanctuary

Zoo tickets

Open, book online.

 

Indoor habitats

Open, with density limits. 

 

Indoor play spaces

Open, with density limits. 

 

Spirits of the Sky

Running, with density limits. 

 

Food and cafes

Open, with density limits. 

 

Zoo Shop

Open, with density limits. 

 

Creek play

Closed

 

Playgrounds

Open

 

Drinking fountains

Closed

 

Keeper talks

Running

 

Encounters

Running,  with density limits. 

 

 

 

Werribee Open Range Zoo

Zoo tickets

Open, book online.

 

Indoor habitats and indoor play spaces

Open, with density limits. 

 

Food and cafes

Open, with density limits. 

 

Zoo Shop

Open, with density limits. 

 

Safari bus – day sessions

Running

 

Playgrounds

Open

 

Keeper Talks

 

Running

 

Encounters

Running, with density limits. 

 

Slumber Safari Camp

Running, with density limits. 

 

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 >>

What is the free safari bus timetable at Werribee Open Range Zoo?

The free safari bus departs at regular intervals on weekends, public holidays and school holidays after the zoo opens, and from 10.30am on weekdays.

Weekday bus schedule (outside of school holidays and public holidays)
10.30am
11.30am
12.30pm
1.30pm
2.30pm
3.40pm

On weekdays outside of school holidays and public holidays the Junior Safari Bus also departs at 10am. Head here for more info >>

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.

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!

Excursions