Koala sitting in a tree enjoying eucalyptus leaves looking at camera

Frequently asked questions

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

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!

Do I need to pre-book a ticket online?
We encourage you to pre-book your tickets, however you can still purchase tickets at each property.
Do I have to book child tickets if they are free?
We encourage you to pre-book any tickets for children under 16, however you can still purchase free tickets at each property.
I have a Companion Card, how do I book my tickets?

You can use your utlise you Companion Card when you purchase your tickets at each property.

You can also 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.

I need to change my zoo tickets

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

Alternatively, you can contact our Customer Engagement team on 1300 966 784 between 9am and 5pm, seven days a week or via email at contact@zoo.org.au

I'm having trouble booking my ticket online

Feel free to give us a call on 1300 966 784 between 9am and 5pm and we can process your booking over the phone.

Alternatively, we do have tickets available at the Zoo, please note that our tickets are subject to availability so we recommend booking in advance to avoid disappointment.

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 or by emailing contact@zoo.org.au. 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.

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.

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 >>

The elephant move

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 rolled over and you would like to cancel your membership, please reach out to our Customer Engagement Team to discuss your options.

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.

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.

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.

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.

Werribee Open Range Zoo

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 $60/person ($54 for Zoo Members).