All koi purchases are final, and shipping charges for koi are nonrefundable.
Once we receive your order, it gets sent to the farm to pull from our big ponds and placed into the shipping area. During this process the farm will check the health status and any changes in the body. If there are any changes since the original picture taking customer service will contact you to confirm that you would like to proceed with the order.
we prepare the Koi and pack them in an oxygenated box for them to survive 24-48 hours depending on the environment.
Certain physical changes may occur from the time the koi is packed to when you receive it. During this long travel time, it common that the koi may show signs of illness but not to worry it is just stress.
Here are a list things you may experience:
black color especially may get lighter due to its stress, but it will come back over the time. so no worry.
Under active: No/Minimal movement
Over active: Jumpy
They are just exhausted and stressed from the long journey. Please maintain the salt level at 0.3-0.5% and provide a lot of aeration. They will recover over the time.
With COVID there may be delays in delivery times. UPS does not provide a guaranteed delivery time. We are unaware of delivery times. Depending on your local drivers it may arrive in the morning or late evening.
EXCEPTIONS TO KOI HEALTH GUARANTEE
In the following cases, our guarantee does not apply:
- When a koi is shipped after the 14-day holding period (special situations are dealt with on case-by-case basis).
- When a koi is not quarantined in a separate tank before being introduced to a new pond (see how to properly quarantine koi).
- When a koi in a customer’s tank or pond dies or is injured due to the uncontrollable accidents or incidents such as jumping out of the pond, electrical shortage, predators, etc.