Ticket Refund Request Information

We are currently accepting exchange and refund requests for closures on the following dates:

Tickets purchased online cannot be automatically refunded or transferred to another date. Please follow the instructions below.

If you purchased your tickets ONLINE:

Please complete our online form.
Reference the 15-digit order number found in your confirmation email. This will help us verify your purchase and speed up processing.
A Visitor Services representative will call you and give you the option of transferring your tickets at no charge to another date and time (subject to availability) or a full refund.
Refunds must be issued in the form of payment used for your original purchase.
We will call back within 3 business days. We thank you in advance for your understanding and patience.

If you purchased your tickets IN-PERSON:

You may request a refund in-person at the following locations:
- Zoo entrance (2595 Roblin Blvd.) – cash, debit or credit card
- The Leaf (145 The Leaf Way) – cash, debit or credit card
- Pavilion (55 Pavilion Cres.) – credit card only
Present your tickets or reference the 5-digit transaction number located on your tickets as proof of purchase.
Refunds must be issued in the form of payment used for your original purchase.
The Zoo entrance and Pavilion are open daily from 9 a.m. to 4 p.m. The Leaf is open daily from 9 a.m. to 9 p.m. Please note, the Zoo and Pavilion are closed on Thursday, December 18.

The deadline for requesting a refund for the December 18 cancellation is Monday, December 22.

In the meantime, if you still wish to attend Zoo Lights, you will need to purchase new tickets on another night, subject to availability.

Please note: Complimentary tickets received through promotions or other means have no cash value and are not eligible for refunds.