Frequently asked questions

Our zoos will reopen on 26 October, 2021.

In line with the Victorian Government's Roadmap out of restrictions, Healesville Sanctuary, Melbourne Zoo and Werribee Open Range Zoo will reopen with very limited capacity from 26 October, 2021. Please visit www.coronavirus.vic.gov.au for the latest information.

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

Face masks and physical distancing – what are the rules?
As directed by the Victorian Government, 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, 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

Closed

 

Indoor habitats and indoor play spaces

Closed

 

Food and cafes

Closed

 

Zoo Shop

Closed

 

Keeper talks

Closed

 

Carousel

Closed

 

Encounters

Closed

 

Roar N Snore Camp

Closed

     
 

 

 

Healesville Sanctuary

Zoo tickets

Closed.

 

Indoor habitats

Closed

 

Indoor play spaces

Closed

 

Spirits of the Sky

Closed

 

Food and cafes

Closed

 

Zoo Shop

Closed

 

Creek play

Closed

 

Playgrounds

Closed

 

Drinking fountains

Closed

 

Keeper talks

Closed

 

Encounters

Closed

 

 

 

Werribee Open Range Zoo

Zoo tickets

Closed
 

Indoor habitats and indoor play spaces

Closed

 

Food and cafes

Closed

 

Zoo Shop

Closed

 

Safari bus – day sessions

Closed

 

Playgrounds

Closed

 

Keeper Talks

Closed

 

Encounters

Closed

 

Slumber Safari Camp

Closed

 

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.

Will I need to be vaccinated to visit the zoo?

Yes, if you are aged 16 or over. On 20 September, as part of Victoria’s Roadmap, the Victorian Premier confirmed that once 70% of people 16 years and over are fully vaccinated against COVID-19, anticipated to occur on 26 October, our zoos can reopen at 25% capacity. Visitors aged 16 years and over must be fully vaccinated. This is still subject to Public Health considerations of epidemiology at the time. This is a legal requirement under the Health Directions as endorsed by the Chief Health Officer in order to protect the health and safety of Victorians.

How will you be checking if we are vaccinated or not?

The safety and health of our visitors, staff and animals are paramount, we want to ensure we make visiting the zoo as safe and stress-free as possible. We ask that visitors please have their digital COVID-19 vaccine certificate ready prior to their visit. Instructions for how to set these up can be found here. This will be checked upon entry to each of our three zoos, and we thank you in advance for your patience and understanding if this slows your admission into the zoo.

If vaccinations are mandatory for entry to the zoo, but I have a valid exemption for medical reasons, can I still visit?

If you can demonstrate that you have a valid exemption from being vaccinated, for example by providing a medical certificate from an authorised medical practitioner, you will be able to visit our zoos and you will need to present your certificate upon entry.  

Why do I need to show proof that I’ve checked in and proof of vaccination?

Proof of check-in and vaccination is likely to be a requirement for businesses re-opening at the 70% double dose vaccination thresholds outlined in the Roadmap to Deliver the National Plan. The confirmation screen shows a green tick to show that you’ve checked in, your name and the words ‘valid certificate’. Businesses can’t keep or store this information. Children over 16 years old must be fully vaccinated to enter venues, except those with medical exemptions. Children under 16 years old do not need to be vaccinated but must be accompanied by fully vaccinated adults.

How will you be managing travel restrictions and people travelling further than 25kms to the zoo?

We won’t be checking ID, but all visitors and members are required to adhere to the directions issued by Victoria’s Chief Health Officer, including travel restrictions. We will be checking you have a ticket, making sure people check-in, and ensuring people have proof of vaccination status.

Will I need to check into the zoo? Will my children need to check in if they are not vaccinated?

Yes, you will still need to check into the zoo on arrival by using the Victorian Government QR code service. We ask that you please check in your children with you even if they are not vaccinated.

How will you be checking children’s ages for vaccination requirements?

We won’t be checking all children’s ages, however, it’s recommended that teenagers bring ID or proof of age if they look 16 and over, but are in fact under 16.

Coronavirus (COVID-19) changes and restrictions

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

Closed

 

Indoor habitats and indoor play spaces

Closed

 

Food and cafes

Closed

 

Zoo Shop

Closed

 

Keeper talks

Closed

 

Carousel

Closed

 

Encounters

 

Closed

 

Roar N Snore Camp

Closed

 

 

 

     

Healesville Sanctuary

Zoo tickets

Closed

 

Indoor habitats

Closed

 

Indoor play spaces

Closed

 

Spirits of the Sky

Closed

 

Food and cafes

Closed

 

Zoo Shop

Closed

 

Creek play

Closed

 

Playgrounds

Closed

 

Drinking fountains

Closed

 

Keeper talks

Closed

 

Encounters

Closed

 

 

 

Werribee Open Range Zoo

Zoo tickets

Closed

 

Indoor habitats and indoor play spaces

Closed

 

Food and cafes

Closed

 

Zoo Shop

Closed

 

Safari bus – day sessions

Closed

 

Playgrounds

Closed

 

Keeper Talks

 

Closed

 

Encounters

Closed

 

Slumber Safari Camp

Closed

 

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.

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

Excursions - can I bring my students to the zoo?

We are currently not be re-booking or booking schools for excursions. Please check back on our website for updates on when onsite excursions will return.

In the meantime, experience zoo education with our Digital Programs.