Frequently Asked Questions (FAQs)
We hope you find this helpful. These are common questions we receive from our members. For general Zoo FAQs, please click here.
A new Webstore was activated in late October. The Zoo will be hosting two (2) webstores for a short period of time while we make a full transition to the new store. When you wish to purchase tickets or memberships, you can visit this page to see what product is offered on which store. The Online Store buttons on the website will direct you as will clues inside the two stores. Let us know what you think or issues that you encounter. New always means adjustments...
- Mobile Ticket Platform: The new site
does not currently feature a mobile ticketing platform. You can always bring
up the main store on your phone, but it is not responsive automatically to
- Key feature: you will be asked to login each time you make a purchase tickets much like other e-commerce sites. This allows the system to know if you are current member or not and to provide automatic discounts, renewal options, viewable history and so on. We dol not store credit card numbers for security reasons.
Hot Tip: Members SHOULD login with their current or even previous member number to quickly access their membership information (selecting NEW REGISTRATION requires username and passwords to be used). You can change some profile information like email, phone number and address but need to call the Zoo for other changes.
Non-members should do a New Registration (Tip: use your email for the username so you can remember it and you won't have to search for an unused user name) There is a password reset feature if you need it.
NOW AVAILABLE! Virtual Membership Card App!
A new app for your iPhone/Android device has been released and you can now download the app and store your membership details electronically. This is a free app that allows us to scan and verify your membership barcode from your mobile device. All you need to do is go to the Apple App Store or Google Play Store and download the free Louisville Zoo membership app. Details here...
Where is the Membership Office? Membership Gazebo?
Our Office is in the Administration Building located to the right of the ticket windows. The outdoor Gazebo is open seasonally on the plaza in front of the Zoo. Staff at both locations can help you with membership questions, renewals, purchases and so on.
PLUS MEMBERS: Exchanging passes
You should have received a letter the week of 7/21/14 asking you to stop by the Zoo's membership office on your next visit to exchange any of your remaining guest and ride passes for new ones. This is a result of a counterfeit scheme. You may be given replacement barcoded passes or be asked if you want us to just load your passes on your new membership card for easy scanning in the future. If you do not have a new style (hard plastic) card yet, we'll want to get your photo (named adults only) and issue new cards. Best to stop in mid-day as lines are shorter.
PURCHASING NEW MEMBERSHIP - OR - RENEWING:
If I join online, can I use my benefits when I visit the Zoo today?
Yes. Print the receipt and bring your Temporary Membership Card to the gate at the main Zoo entrance along with your photo ID. On your next trip to the Zoo, stop in the Membership office where you can pick up your permanent card and take your photo (named adults).
Can I purchase a membership on the day of my visit?
Yes. Your membership is in effect immediately upon purchase.
What is the difference between a "Named" Member and an "Unnamed Guest?"
"Named" Members jointly own the membership and will receive their own cards. They may come to the Zoo on their own, and may bring any children or guests included on the Membership. An "Unnamed Guest" must be accompanied by a Named Member on the membership (not by a child). Unnamed Guests can be different on each visit, and can be adults or children.
May I bring a guest in place of a Named Adult?
No. All memberships are non-transferable. If a Named Adult is not visiting, a guest cannot come in his/her place.
At what age do children need to be listed on my membership card?
Children who are two (2) years old and under are admitted to the Zoo free of charge and not included on memberships. When your child turns three (3), they must be added to your membership card. Please include children age 2 and older if you purchase a Dual or Family Plus Dual membership, since the Kentucky Science Center charges for them.
Can someone else use my membership card?
No, memberships are non-transferable and are for the sole use of the named members.
Can my relatives or friends who do not live in my household be included on my membership card?
No, our memberships are sold by household. Only the adults and children that live in your household can be included on your membership card.
Is my membership good for a calendar year or a year from the date of purchase?
All Zoo Memberships are valid for 12 months, and will expire one year from the date of purchase.
When is a good time to purchase a membership at the Zoo or by phone?
The Zoo is open year round and your membership will be in effect for twelve full months from the date of purchase. Our busiest times of the year are Spring Break, Halloween and Christmas; so to avoid the rush, we recommend that you purchase your membership between the months of January – February and May – September or online at any time.
Is my membership tax deductible?
Memberships are tax deductible to the extent provided by law. Please consult your tax adviser for details. Your membership and all your purchases at the Zoo support the Zoo's mission to provide excellent care for our animals, top-notch family entertainment plus critical conservation education and scientific research.
Do you sell gift Memberships?
When will I receive my membership cards?
If you purchase your membership…..
In the Membership Office – You will receive your cards immediately upon purchase.
Online/Phone orders – NEW! We will not be mailing membership cards. Please come by our Membership Office on your next visit to have your picture taken for named adults and to have your cards printed.
When will I get the new style of plastic cards?
We currently plan to change over your cards on your next possible visit or when you renew. The new card is a PVC material card that is more durable (and recyclable). In the meantime your current cards are valid until the expiration date listed.
What is different about the new card style?
Once you convert to the new cards, you will have a unique card for each "Named Adult" that will scan at the gate to show us their photo; plus it will list others covered on the membership. We will be adding names of children on the new cards as well as birthdates for members covered under the membership. The new cards will also store any special guest or ride passes that are part of a Family or Family Plus membership and can be scanned to debit the passes - you won't need to carry printed passes.
What happens if I lose my Card?
If you lose your membership cards and would like a reprint, visit the Membership office with your Photo I.D. and a $5 processing fee. We will be happy to reprint the cards for you.
What if I misplace or leave my membership card at home?
Just come to our Membership office with your photo ID to request a temporary card to use for that day.
I have not received my membership materials in the mail yet; can I still visit the Zoo?
Yes, just come to our Membership office with your photo ID to request a temporary card.
I received a renewal notice in the mail and I already renewed? What do I do?
If you have already renewed, please disregard the notice. There is always a gap between recent renewals and when you receive the mail due to the time required for processing and mailing. If you have any concerns, please feel free to call 502-459-2287 and we'll check.
I'm a Louisville Zoo member. Do I pay a parking fee?
No, parking during regular Zoo hours is included with your Louisville Zoo membership. If you are planning to purchase a ticket for someone who is NOT covered on your membership card, you may want to ride together so your guest can take advantage of your parking benefit. If a guest drives separately, they will be charged a parking fee at the admission window with the ticket purchase. They can also purchase online in advance to avoid lines.
AT THE ZOO:
I’m a member. Do I need anything other than my membership card to enter the Zoo?
We ask that members ALWAYS bring a photo ID for any adult members named on their card that are coming to the Zoo. Once you have your new card and photo taken, you will not need a photo ID to enter the Zoo but may still need it for credit card purchases.
If I want to buy a membership on the day of my visit, can I use my admission toward the cost of the membership?
Yes, you can deduct a portion of your admission (not counting parking or ride packages) from the cost of a membership within seven days. We accept original receipts purchased at the admission windows or online tickets but do not accept discounted or group tickets.
MEMBERSHIP (WITH KENTUCKY SCIENCE CTR):
Can I purchase a Dual membership (Zoo and Science Center) that includes the benefits of the Safari Gold membership level?
The Kentucky Science Center does not have a comparable ride and attractions package to offer our guests, therefore we do not offer a Dual Safari Gold membership. We do have a ride package available for $79 which can be added on to your regular Dual membership (Family or Family Plus level). However, since it is more cost effective, we recommend that you purchase a Safari Gold membership for the Zoo and a separate Family membership to the Science Center. Visit Kysciencecenter.org/membership for more details on the Kentucky Science Center membership benefits and programs.
If I purchase my Dual membership at the Science Center, do I need to register at the Zoo?
NEW - Yes, as of July, 2014, we are asking all members who have purchased a Dual membership at the Science Center to stop at the Zoo's membership office to register, take your photo and receive a unique Zoo card for each named adult on the membership. Because we scan cards to track admission and verify your identity plus store any guest or ride passes (for Dual Family and Dual Family Plus levels) on the cards for redemption, you will need to have a separate Zoo cards and keep your Science Center Dual card for entry into the Science Center. Call Membership Services at (502) 459-2287.
CHANGES, UPGRADES, ETC.:
How do I update/change my mailing information?
Call Membership Services at (502) 459-2287.
What if I want to make changes to my membership cards such as changing my nanny or switching from Option A (2 Named Adults) to Option B (1 Name Adult & an Unnamed Guest) or vice versa?
We will be happy to change your cards. Please bring your current membership cards to our office with your photo ID and a $5 processing fee.
***Note: we do not charge to reprint cards that have been stolen, lost through fire, etc. or for adding children who have recently turned three or for legal name changes.
After I become a member, can I upgrade my membership or add a caregiver for my children?
Yes. You can upgrade your membership or add a caregiver at any time. Please note that the membership expiration date will stay the same regardless of when you upgrade and we do not prorate the fees for these changes.
I am not receiving my e-mail updates? What do I do?
You can visit our website or call Membership Services at (502) 459-2287. If you are a former Insight Customers, please make sure we have your correct e-mail.
What discounts come with my membership? Zoo members receive (subject to change):
- Details on regular discounts - click here
- Special Member Offers that change periodically - click here
When is the Halloween Party? What is the member discount?
The "World's Largest Halloween Party!" is held throughout the month of October. Members receive special pricing. More Halloween details and FAQ’S will be available on our website prior to the event.
What other events do members get discounts for?
There are a number of events that are free with admission or membership including movie nights, special character appearances and so on. Some events like holiday events will have member discounts. You will find details on the Zoo's event pages or online store along with instructions.
AT OTHER ZOOS OR AQUARIUMS:
Do members of the Louisville Zoo or other zoos and aquariums receive discounted admission to one another's organizations?
Yes, if you are visiting a zoo or aquarium that participates in the American Zoo and Aquarium Association (AZA) reciprocal program with The Louisville Zoo, you may receive discounted general admission during regular hours. The discount applies to admission only and does not include any additional discounts, special or after hours events. Please check our list of reciprocal institutions by visiting http://www.aza.org/reciprocity.
NEW - with your new style plastic membership card, keep in mind that the number of children covered on your membership is not listed on the card now. To head off any problems, we suggest you pick up an information card at the Zoo membership office that describes Louisville Zoo memberships visit or print off the page from our website that details the levels (click here). Both will show how many children are allowed under each level. You can pull up the website on a smart phone as well. The Zoo you visit can call us as well at 502-459-2287.
Can I use my membership at the Newport Aquarium?
Currently, the Newport Aquarium provides a $3 discount on regular admission for Louisville Zoo members when they present a valid Louisville Zoo membership card. This offer cannot be combined with any other coupons or discounts, is not valid for online ticket purchases and is not redeemable for cash. Special Offers.
What is your “Adopt an Animal” program?
It’s a one-year symbolic adoption program with donation starting at $35. Occasionally we offer specials at discounted rates. More details...
I was unable to find the answer(s) I needed. Where can I find further information?
Please call our Membership Services office at 502-459-2287. Regular Membership Office hours are Monday through Sunday from 10 a.m. until 6 p.m. (mid-March thru Sept. 28, 2014) and 10 a.m. until 5 p.m. (Sept. 29, 2014 thru Mid-March). Membership office hours coincide with regular Zoo hours.