Reopen FAQ

You’ve asked, we’re answering! Here are some of the frequently asked questions regarding the Zoo’s reopening. Still don’t see what you’re looking for? Shoot us an email at info@virginiazoo.org.

TICKETS & RESERVATIONS

Can I buy tickets at the Zoo?

For a limited time, the Zoo will require ticket reservations from every guest and member who visit. Children under the age of 2 do not need a ticket or reservation. To reserve your ticket, click here.

Why do I have to buy my tickets in advance? 

To abide by regulations set by the Governor for Phase II of Virginia’s reopening, the Zoo must limit attendees to less than 50% of its capacity. In order to do this, the Zoo is instituting timed ticketing and allowing a certain number of people in per time slot. To help us abide by these regulations, we’re asking all guests to buy tickets in advance.

What reservation times are available?

Reservations will be limited and spaced 1-hour apart to allow visitors to maintain physical distance. The first group will be scheduled at 10am and the last at 3pm to allow for ample visit time. You will have one hour from the start of your reservation to enter the Zoo. Once inside the Zoo, you may stay as long as you like; the Zoo closes at 5 pm.

Can I buy a ticket over the phone?

To reserve a time slot over the phone, please call us at (757) 441-2374, ext. 0. 

Are discounts or coupons available online for admissions reservations? 

We are unable to accept coupons or honor admissions discounts at this time for online ticket reservations so we can manage the park capacity with advanced reservations.

I can no longer attend during the time slot I reserved. Can I get a refund?

To make changes to your reservations, please call us at (757) 441-2374, ext. 0.

I have an admissions ticket I purchased online 6 months ago and it says it was good for 12 months. How do I reserve my timeslot?

We can manually reserve your time slot for you, please call us at (757) 441-2374, ext. 0.

How can I upgrade my admission ticket to membership if I decide to join during my visit?

To upgrade your admission ticket to a membership, please call us at (757) 441-2374, ext. 0.

ABOUT MEMBERSHIPS & ZOO MEMBERS

Do members have to get a reservation?  

Online reservations are required for ALL guests, including members, during this time to control capacity and minimize lines.  

To reserve your tickets, click here. Choose a member date and entry window, login, enter the adults and children in your group and you will automatically get the number of free tickets covered by your membership. Upon arrival at the Zoo, you will need your photo ID and reservation confirmation (membership card). 

I need my membership cards reprinted. How do I do that if the Membership Office is closed? 

The Membership Office will not be open when the Zoo first opens and we will not be able to print physical membership cards. Prior to tickets going on sale June 16 all members will get an email with a temporary membership card that will show your new expiration date. 

Please email us at info@virginiazoo.org to receive a temporary virtual membership card via email. 

Will my expired membership card work? 

Yes, the barcode will still work and show your current membership in the system. 

Are discounts available for memberships? 

For all of our membership discounts, you can send a copy of your ID as verification to info@virginiazoo.org and your phone number. When staff are the office they will give you a call to process your membership payment over the phone.  

How can I use a gift card to purchase my membership if the Membership Office is closed? 

To use your gift card to purchase a membership, please call us at (757) 441-2374, ext. 0. 

Your system won’t recognize me as a member. How do I reserve my FREE ticket? 

Please email us at info@virginiazoo.org with your member number and correct email address so we can see what’s wrong with your account and correct any information. 

Are member swaps still happening? 

We are currently working with our swap partners to assess alternative dates as reopenings are planned. Please check the Zoo’s website as swaps will be posted to the events calendar and Member perks page.

ARRIVING TO THE ZOO

What do I need to bring? 

Ticket holders: Please bring a printed reservation confirmation or show us the emailed reservation confirmation from your mobile phone. 

Members: Please bring either your physical membership card or the temporary membership card that was emailed to you. Your reservation will be visible when we scan your card.  

When should I arrive? 

Please arrive within the 1-hour window that’s on your reservation confirmation. If you’re early, please wait in your car until your scheduled entry time.  

What if my ticket is for 1 pm and I’m running late. What do I do?  

No worries! You will have one hour from the start of your reservation to enter the Zoo. With a reservation for 1 pm, you will be allowed into the zoo up until 2 pm.

What if I want to spend longer than 2 hours at the Zoo?  

We recommend a visit of around 2 hours, but your ticket will not expire once you are inside the Zoo. You will have until 5 pm to visit, when the Zoo closes for the day.

DURING YOUR VISIT

Do I have to wear a mask? Will I be policed for improper social distancing?  

For the safety of you, all our guests, our staff, and our animals, we ask that guests, ages 10 and up, wear masks upon entering the Zoo, when indoors and when within 6 ft of Zoo staff or other guests. Children under 10 and those with medical conditions are exempt from wearing a mask. Zoo staff have marked off proper social distancing throughout the Zoo and staff and volunteers are trained in customer service and safety procedures.

What is closed? 

Indoor spaces, some exhibits and amenities are currently closed (World of Reptiles, Gift Shop, Membership Office, XaXaba Restaurant, Zoo Train). Water Plaza Fountains and Contact yards (the Zoo Farm area and Australia yard) are also closed during our first phase of reopening. Visit virginiazoo.org/reopen for the current status of exhibits and amenities.

Will the restrooms be open?

Restrooms will be open and doors will be propped open to limit contact surfaces. The Zoo’s contracted custodial team will ensure all restrooms are cleaned frequently throughout the day.

Can I come in, leave and re-enter?  

There will be no re-entry. Please plan accordingly. 

What is your cleaning regime for the public areas? 

An increased cleaning protocol has been put in place. Virginia Zoo staff, volunteers and custodial team will patrol the zoo grounds and wipe down all contact areas (e.g., handrails, benches, handles, etc.) each time they pass. Some high-touch areas have been roped off or closed and others are noted with signage.