FAQs | Ponderosa Zoo

FAQs

Got a question about your visit? We've put together some of our most frequently asked questions to help you plan your day and make the most of your time at Ponderosa Zoo. You can also contact our friendly team either via email on office@ponderosa-centre.co.uk or via phone on 01924 235276.

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Frequently Asked Questions

Planning a visit to Ponderosa Zoo? We've put together a list of frequently asked questions to help you make the most of your day. Whether you're wondering about ticket prices, opening times, accessibility or what to expect when you arrive, you'll find the answers here. We aim to make your visit as enjoyable and stress-free as possible, so this page covers everything from parking information to what facilities are available on site.

If you can’t find the answer you're looking for, feel free to get in touch with our friendly team — we're always happy to help. You can do this either via email on office@ponderosa-centre.co.uk or via phone on 01924 235276.

FAQs

What are the opening times?

The Zoo is open 10am - 4pm, with last admission at 3pm. The gift shop is open 10am - 4pm.

Can I book tickets on the door?

Tickets can be purchased either online or on the door. The price is exactly the same on the door as it is online.

How many participants are allowed in the animal encounters?

We only allow a maximum of two participants in each encounter slot due to health and safety purposes.

Can I get a refund for my tickets if I am unable to visit?

All tickets are non-refundable and non-transferable. This also includes animal encounter tickets.

Will the lemur walkthrough be open?

The lemur walkthrough is open 11am - 12pm and 1.30pm - 2.30pm. Please call on the morning of your visit to ensure that the walkthrough is open. We may have to close it due to unforeseen circumstances such as staff sickness or extreme weather conditions, including high winds.

What are your peak times?

Our peak times are usually between 10am and 12pm. The afternoons are usually quieter.

Will the air bouncers be open?

The air bouncers are open daily, however they are closed during bad weather as they become unsafe to use.

Will the Lakeside Restaurant, Pizza Shed and BBQ be open?

We recommend calling the catering team in advance on 01924 404604 to check if the catering outlets will be open. We may make the decision in bad weather to close, or staff absence. The pizza shed is closed from October to February.

What form of carers ID do you accept?

We accept any form of ID including carers allowance.

Is there on-site parking, if so is there a charge?

Free on-site parking is available.

How do I book using a voucher?

Input your voucher code in the coupon code box when pre-booking online.

Do you accept Max cards?

Yes, we accept Max cards for proof of disability. Please bring your Max card along with you to the ticket office on arrival.

Can I rent a wheelchair?

Wheelchairs are available to rent for free, please call us in advance to reserve one on 01924 235276. Wheelchairs must be pre-booked in advance.

Where can I find first aid?

We have numerous staff members across the site that are first aid trained. Minor first aid will be administered in the main office and in the event of an emergency, we ask our customers to alert a member of staff or ring 01924 235276 and a first aider will come to you.

Is there somewhere I can heat up baby food?

Yes, these facilities can be found in the coffee shop and restaurant. Just ask a member of staff for assistance.

Can I bring my dog?

No, dogs are not permitted in the zoo and we would ask that you do not leave your dog in the car during your visit. If you are wanting to bring a fully trained assistance dog, please call us prior to your visit on 01924 235276.

Do you have a lost property department?

Yes, please get in touch via email on office@ponderosa-centre.co.uk with details of the item you have lost and we will instruct you where to collect it from if it has been found.

How do I find out about allergen information?

Please give the Lakeside Restaurant a call on 01924 404604 and they can provide you with more information in regard to allergen information.

Can I bring a picnic?

Yes, we have plenty of picnic benches around the zoo for you to bring your own picnic.

Can I go back to my car for my picnic after my arrival?

Yes, just show your ticket again to the staff member in the ticket office as you re-enter the zoo.

Is smoking permitted within the zoo?

We have a few designated smoking areas by the welly wash, pizza shed and restaurant. These are all areas away from animal enclosures.

Are bicycles permitted on the zoo?

To protect the health and safety of our customers, bicycles are not permitted around the zoo. Neither are children's scooters or skateboards. Any customers travelling to the zoo on a bicycle will be instructed where to leave it during their visit.

Are footballs permitted in the zoo?

To protect the health and safety of our customers, animals and staff, footballs and frisbees are not permitted in the zoo.

How long can I stay?

You can stay for as long as you like after your arrival until the zoo closes.

Do you take in any rescued wildlife or unwanted pets?

Unfortunately this is not something we are able to do due to the risk of disease to our animals and limited space availability.

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Come visit Ponderosa Zoo today at Off Smithies Lane, Heckmondwike, WF16 0PN

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Address

Ponderosa Zoo, Off Smithies Lane, Heckmondwike, WF16 0PN

Email

office@ponderosa-centre.co.uk

Founded in 1991, Ponderosa Zoo, is home to over 100 animals and remains committed to accessibility, education, conservation, and inspiring visitors of all ages through engaging zoo-led experiences.

Get In Touch

Zoo

Phone: 01924 235276

Email: office@ponderosa-centre.co.uk

Lakeside Restaurant

Phone: 01924 404604

Email: lakeside@ponderosa-lakeside.co.uk

Day Care

Phone: 01924 404154

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Ponderosa Zoo, Off Smithies Lane, Heckmondwike, WF16 0PN

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