Frequently Asked Questions

Questions about pool/boat passes, Zoo membership, shelter reservations?

For questions related to the boat launch pass orders, please call 216-954-3416. 

For questions related to pool pass orders, please call 440-331-8111.

For questions related to Zoo memberships/shelter reservations, please call 216-635-3200.

For questions related to Hinckley Lake Boathouse rentals, please call 330-278-2160.

Where can I buy a Cleveland Metroparks Zoo Membership?

Visit the Cleveland Zoological Society to purchase Zoo memberships.

Where can I use my gift card?

Gift Cards can be used at all Cleveland Metroparks locations for the following purposes:

  • Cleveland Metroparks Zoo admissions, rides, attractions, and facility rentals;
  • Golf courses for facility rentals, green fees, cart rentals, merchandise, concessions and dining provided by Cleveland Metroparks;
  • Ledge Pool for admissions, season passes and facility rentals;
  • Chalet Recreation Area;
  • Fee-based programs;
  • Restaurants and concessions including but not limited to Merwin's Wharf, East 55th Restaurant, Emerald Necklace Marina Restaurant, Edgewater Beach House, The Noshery (Huntington Reservation), The Chalet, Wallace Lake Concession, and Edgewater Pier Concession; 
  • Marinas, including East 55th Marina, Emerald Necklace Marina, and Wildwood Marina;
  • Reservable picnic area rentals; and
  • Nature Shops located in North Chagrin, Rocky River, Hinckley Lake Boathouse, Edgewater (seasonally), and select pop-up stores.


Gift cards cannot be used for purchases made from third-parties, such as Cleveland Zoological Society memberships; food, beverage, or souvenir concessionaires at Cleveland Metroparks Zoo; and concessions at Manakiki Golf Course.

Gift Cards cannot be used to purchase Gift Cards or be redeemed for cash.

Gift Cards expire 5 years after the date of purchase/activation OR 5 years after the date of last use.

Please visit clevelandmetroparks.com/gift-card-terms for current information regarding how Gift Cards may be used.

How do I use my Cleveland Metroparks gift card online?

Currently we are unable to accept gift cards during checkout via the online store. We apologize for any inconvenience. Please contact us directly and we can take your order over the phone/email when paying with a gift card.

Call us at 216-341-7922, or email us at natureshops@clevelandmetroparks.com.

Questions about an online order?

For questions about an online merchandise or gift card order, call us at 216-341-7922, or email us at natureshops@clevelandmetroparks.com. Be sure to include your order number along with order details.

If regarding pool/boat passes, shelter reservations or Zoo membership please see Q&A above for contact information.

When will my online order ship?

We generally process your order within 2-3 business days of order placement (Mon-Fri 9am – 5pm).  Once processed, your order will ship.  Estimated shipping transit time is not
guaranteed. Our offices will be closed 12/24/2024, 12/25/2024 and 1/1/2025.

**Please note: During times of high volume (holidays or events), our processing and shipping times may be longer.  Postal facilities have faced many challenges this year and continue to see delays. Deliveries may be delayed due to carrier issues, weather conditions, or delays in the sorting and scanning of mail.  We appreciate your patience, and please contact us with any questions.

What is your return policy?

If you'd like to exchange or return your purchase, we'd be happy to help you out. You may return unworn, unwashed items for a full refund of the price of the product. All returns must be accompanied by the original receipt, in good condition & product tags still intact.  We will process the return based on the original form of payment, no exceptions.

We have extended our return policy during the holidays.  Purchases made between November 8th, 2024 and December 24th, 2024 will be eligible for return or exchange until January 31, 2025.  

Items that are not eligible for returns include: sale or clearance items, any type of food or beverages, rentals, bait & fishing equipment, passes and gift cards. Additional exceptions may apply.

How can I exchange or return items I purchased on your online store?

You may exchange/return items bought through our online store at one of our Nature Shops. Please bring your packing slip, original form of payment/credit card & receipt.

Don't have access to one of our local shops - that's ok! You can exchange/return items you purchased online by filling out our Return & Exchange Form, and sending items back to our warehouse. Note, shipping fees will apply.

When should I see a credit on my bank statement?

Credits may take anywhere from 7-10 business days to hit your account.  If after 10-business days you have not seen the credit to your statement, please contact the store that processed your return/credit.

I received the wrong item, am missing an item or received a damaged item – what do I do?

Call us at 216-341-7922, or email us at natureshops@clevelandmetroparks.com. Include details about the order and we’ll be able to assist!

I have a gift card – what’s my current balance?

For inquiries regarding Gift Card balances, please call 1-866-794-4839.

Do you offer wholesale opportunities?

Cleveland Metroparks merchandise can be a unique and memorable opportunity to include in welcome packages or gifts for the hospitality industry, visitor centers, colleges/universities & more! For wholesale opportunities contact us today at ang@clevelandmetroparks.com.

Want to get your product into our Nature Shops?

We love supporting local Ohio artists.  For your product to be considered, please fill out our Vendor Application Form and submit a copy to ang@clevelandmetroparks.com. We’ll be in touch if we think your product is a good fit!

Cleveland Metroparks account login / password reset.

Click here to login, create an account or reset your Cleveland Metroparks account password.

Contact Us

Nature Shop Locations

  • Holiday Pop-Up Shop

    Located at Mastick Woods Club House

    19900 Puritas Ave

    Cleveland, OH 44135

    216-267-5626

    Running from November 15th - December 31st

    Open every day except for Wednesdays and holidays.

    10:00am - 5:00pm

    Visit Holiday Shop 
  • Rocky River Nature Shop

    Located inside the Rocky River Nature Center:

    24000 Valley Parkway
    North Olmsted, OH 44070
    440-734-7576

    Shop hours vary, call in advance

    Visit Nature Center 
  • North Chagrin Nature Shop

    Located inside the North Chagrin Nature Center:

    401 Buttermilk Falls Parkway Mayfield Village, OH 44094
    440-449-0511

    Shop hours vary, call in advance

    Visit Nature Center 
  • Hinckley Lake Boathouse & Store

    1 West Drive 
    Hinckley Township, OH 44233
    330-278-2160

    Mon-Fri 10:00am - 5:00pm

    Sat-Sun 10:00am - 5:00pm

    Store hours only, no water rentals

    Visit Store