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.

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

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 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 Include details about the order and we’ll be able to assist!

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

Call the number on the back of the gift card and follow instructions to retrieve your balance.

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

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 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

  • Hinckley Lake Boathouse & Store

    1 West Drive 
    Hinckley Township, OH 44233

  • Rocky River Nature Shop

    Located inside the Rocky River Nature Center:

    24000 Valley Parkway
    North Olmsted, OH 44070

  • North Chagrin Nature Shop

    Located inside the North Chagrin Nature Center:

    401 Buttermilk Falls Parkway Mayfield Village, OH 4414

  • Edgewater Beach Nature Shop

    Closed for the season, check back for updates