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 email@example.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 firstname.lastname@example.org. 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
**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 within 30 days of purchase 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.
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 email@example.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 firstname.lastname@example.org.
Cleveland Metroparks account login / password reset.
Click here to login, create an account or reset your Cleveland Metroparks account password.
Nature Shop Locations
Hinckley Lake Boathouse & Store
1 West Drive
Hinckley Township, OH 44233
Mon-Fri 10:00am - 5:00pm
Sat-Sun 10:00am - 6:00pm
Rocky River Nature Shop
Located inside the Rocky River Nature Center:
24000 Valley Parkway
North Olmsted, OH 44070
Call in advance for store hours
North Chagrin Nature Shop
Located inside the North Chagrin Nature Center:
401 Buttermilk Falls Parkway Mayfield Village, OH 44094
Call in advance for store hours
Annual Holiday Shop
Located at Mastick Woods Club House
19900 Puritas Rd.
Opens: November 16th, 2023