Worry free guarantee
Worry-Free Live Arrival Guarantee
We stand behind the health and quality of our koi and offer a Worry-Free Guarantee for any fish that perishes during shipment. The full purchase price of the affected fish will be refunded; however, shipping costs are non-refundable.
If any fish in your order is Dead on Arrival (DOA), please follow these steps to request a refund:
1. Take a clear photo of any and all DOA fish.
2. Visit our website and click the Contact Us tab at the bottom of the page.
3. Provide all necessary details about your order and the DOA fish.
Important: Photos must be time and date-stamped within 30 minutes of the package’s “Delivered” time.
4. Click Submit to send your request.
You’ll receive an email confirmation once your request is submitted, and a member of our team will respond promptly to assist you.
For any other issues or discrepancies with your order, please follow the same steps above so we can resolve them quickly.
Important: We cannot assume responsibility for fish that perish because the recipient was unavailable to accept the delivery on the first attempt. To ensure the health and safety of your koi, please be home to receive your package upon arrival.
Where do your koi come from?
Shipping Information
We strive to process and ship your order as quickly as possible in accordance with your requested delivery date. Once your order is on its way, you’ll receive a confirmation email with tracking details.
Shipping Information
Any Koi order placed by noon can ship same day if desired. After 12 noon EST, your order will ship the following business day.
All of our shipments are sent overnight via UPS Next Day Air to ensure your koi arrive safely and on time. For most U.S. locations, UPS guarantees delivery by 10:30 AM. In more rural or remote areas, guaranteed delivery may be by noon or end of day.
For Saturday deliveries, UPS guarantees arrival by 12:00 PM or 1:30 PM, depending on the destination.
We carefully review every shipment and its guaranteed delivery window to ensure proper packaging and the safest journey for your koi. If you’d like assistance confirming your specific guaranteed delivery time, please don’t hesitate to contact us
How much does shipping cost?
Shipping is calculated based on your location and the items in your order. Shipping is calculated based on weight. You will always know the shipping price before you purchase in your cart at checkout.
What is the return policy?
Our goal is to make sure you’re completely happy with your koi purchase. If for any reason you’re not, just reach out to us — we’ll do everything we can to make it right.
For the health and safety of all our koi, we’re unable to accept returns of live fish under any circumstances. This policy helps us maintain the highest bio-security standards and protect the well-being of every koi we care for.
Are any purchases final sale?
If you need to cancel your order, please contact us as soon as possible — we’ll be happy to help and issue a refund. Once your koi have been packaged and shipped, however, we’re unable to cancel the order.
For the health and safety of all our koi, we’re unable to accept returns of live fish under any circumstances. This policy helps us maintain the highest bio-security standards and protect the well-being of every koi we care for.
If we did not answer your question above please feel free to send us a message and we will get back to you promptly!