Our Policy

Payment

We currently accept PayPal, Zelle, and major credit cards. Orders are shipped Monday through Wednesday nationwide and on Thursdays to customers on the east coast only. Once payment is received and cleared unless alternative arrangements have been made.

Shipping

All live fish orders will ship Monday through Wednesday with UPS Next Day Air which is guaranteed next day delivery, message with tracking info will be sent once it has been shipped. Orders placed and paid for by 5:00 PM on Sunday may be eligible for next-day shipping with prior confirmation. Cannot ship to a P. O Box. It must be a residential address or business. Our fish are carefully packaged using cycled water, pure oxygen, and double-layered 3 mil poly bags for maximum safety. Please note: Certain Koi may be lightly sedated during transit and could appear sluggish upon arrival. As long as there is gill movement, gently introduce them to fresh water to help them recover.

Shipping Schedule & Weather Conditions

We only ship when temperatures at both the origin and destination are within safe limits. If conditions are not suitable, we will hold your order until the next safest shipping day.

Combined Shipping

If you would like to combine shipping, please message asking to hold for combined shipping. Once we determine the adjusted weight and box dimensions needed to safely ship your fish together, we will refund any difference in shipping costs. We are also able to give a shipping discount for any additional Koi that you purchase together, just ask us. Local pickups are also available. This will save you shipping costs. Please message us about making an appointment to come check us out.

You may notice the following after your Koi arrives:

Koi may jump out of pond during the first few days due to stress. This is why it’s important to keep you pond on quarantine tank covered for at least a few days if not longer.

Live Arrival Guarantee

Please track shipment so you are there to receive it. We cannot be held responsible for any fish losses caused by the customer not being available to receive the package on the first delivery attempt. Please ensure someone is present to accept the shipment upon arrival If your Koi arrives DOA (Dead on Arrival), please email us a clear photo of the fish within 2 hours of delivery. The picture must show the tail(s) removed, and it must be sent on the same day the shipment is received. Once the photos are reviewed, all DOA claims will be considered for replacement. We reserve the right to request additional proof if necessary. A full refund will be issued for the cost of the Koi only. Please note: shipping charges are non-refundable.

Restrictions

Certain states prohibit the shipment of Koi. We do not knowingly ship fish to any restricted areas. It is the buyer’s sole responsibility to understand and comply with all local, state, and federal regulations regarding the possession of fish in their area. Please contact your local Department of Fish and Wildlife for information on applicable laws. We only send orders to states in the US. No shipping to Maine, Puerto Rico, Guam, the US Virgin Islands, Alaska and Hawaii. No international shipping.

Disclaimer

Please note: Due to variations in monitor settings and screen displays, the colors shown online may differ slightly from the actual appearance of the fish. For the safety of your existing collection, we strongly recommend quarantining any new fish for at least three weeks before introducing them to your main pond. Maintain a minimum water temperature of 75°F during this period, as some fish diseases may not be visible at cooler temperatures. We do not assume responsibility for issues resulting from the mixing of new and existing fish.