At Blue Zoo, we’re all about creating magical memories for your family. We also know that sometimes life has other plans—kids get sick, schedules change, and unexpected things happen.
Our goal is to be fair, transparent, and helpful while making sure we can continue providing the best possible care for our animals and the best experience for every guest.
General admission tickets are non-refundable but may be used for a future visit if they have not already been redeemed.
Animal feeding tokens and other consumable add-ons are non-refundable, even if they are unused.
Refunds are not available for:
No-shows or changes in personal plans
Unused tickets
Tickets that have already been scanned or redeemed
Guest expectations regarding the length or size of the aquarium experience
Changes to animal visibility, feeding opportunities, shows, presentations, or individual exhibits
Animal feeding tokens and other consumable add-ons
Because Blue Zoo is home to living animals, their health and well-being always come first. Some days an animal may need extra rest, enrichment time, or a change in routine. Animal encounters, feedings, presentations, and exhibit availability may change without notice. These changes do not automatically qualify for a refund.
If Blue Zoo closes an entire location and you’re unable to use your admission tickets, we’ll provide return passes so your family can come back for another day of adventure.
If you live more than 50 miles from the affected location and the aquarium closes on the day of your visit, you may request a refund instead of return passes.
Closure-related refund requests must be submitted within 7 days.
Temporary changes to operating hours, individual exhibit closures, canceled presentations, or unavailable animal experiences are not considered a full aquarium closure.
If an unexpected facility or operational issue significantly impacts your visit, the Location General Manager may provide return passes at their discretion.
Our first priority is giving your family the Blue Zoo experience you came for, and return passes allow you to enjoy the visit we hoped to provide.
Temporary exhibit closures, unavailable feeding opportunities, canceled presentations, or individual attractions being unavailable do not automatically qualify for return passes or refunds.
We understand that emergencies happen.
Refund requests may be considered when a documented medical emergency involving the ticket holder or an immediate family or household member prevents the visit.
Requests should be submitted within 14 days of the scheduled visit. We may ask for documentation confirming the date of the medical visit or emergency. Please do not send medical records, diagnoses, or detailed health information.
Annual Passes are non-refundable and non-transferable once they have been activated or used.
Unused Annual Passes may be reviewed within 7 days of purchase if there was a duplicate purchase or purchasing error.
Special event tickets are non-refundable unless otherwise stated at the time of purchase.
If Blue Zoo cancels an entire special event, guests may receive a refund or another option communicated by Blue Zoo.
Event schedules, activities, performers, animal appearances, and individual experiences may change without notice. These changes do not automatically qualify for a refund.
No refunds are available for unused or missed special event tickets.
If you believe you were charged more than once for the same purchase, please submit a refund request. Once verified, duplicate charges will be corrected or refunded promptly.
Tickets purchased through Groupon or another third-party seller are subject to that company’s refund and cancellation policies.
Blue Zoo is unable to issue refunds for third-party purchases. Please contact the company where your tickets were purchased for assistance.
Approved refunds are returned to the original payment method whenever possible.
Electronic refunds are processed after approval, and the time it takes for the funds to appear depends on your bank or card issuer.
Cash purchases will be refunded by check. Please allow up to 10 business days for approved checks to be mailed.
For your protection, refunds cannot be issued to a different payment method or individual unless required by law.
Eligible Gift Shop items may be returned or exchanged within 30 days of purchase.
To qualify, items must be:
New and unused
In their original packaging
Accompanied by a receipt or proof of purchase
The following items cannot be returned:
Gift cards or gift certificates
Sale items (all sale purchases are final)
Exchanges are available for defective or damaged merchandise. Please contact the Blue Zoo location where the item was purchased.
To complete a return, visit the store where you made your purchase with your receipt or proof of purchase and a valid ID. Please do not send items to the manufacturer.
Gift Shop refunds are processed in-store using the original payment method whenever possible. For online Gift Shop purchases, we’ll notify you by email once your request has been reviewed. Approved refunds are typically credited within 7–10 business days.
Deposits and payments for scheduled birthday parties, private events, and field trips are non-refundable.
Reservations may be rescheduled with more than 48 hours’ notice, subject to availability.
Please confirm whether the current $50 non-refundable booking fee should be included in this policy.
If you’d like us to review your situation, please complete our Refund Request Form.
Please include:
Your name and contact information
Blue Zoo location
Order or purchase information
A brief explanation of your request
Additional documentation may be requested when appropriate.
Submitting a request does not guarantee a refund. Each request is reviewed by the Location General Manager based on this policy and the circumstances involved.
If something doesn’t seem right with your purchase or visit, we’d love the opportunity to help before you contact your bank or credit card company. Our team is here to listen, review the situation, and do our best to make things right.
We want every Blue Zoo experience to leave your family smiling—even when plans don’t go as expected.
If you’re unsure whether your situation qualifies, simply submit a Refund Request Form. Our team will carefully review your request and get back to you as quickly as possible.