What should I know about shipping fees and delivery options?

1. THREE SHIPPING OPTIONS

• FEDEX

Optional (save $20 per box): Pick up at FedEx Center instead of waiting for local driver, recommended option to minimize transit time.

• Air Cargo – US Mainland (see #6: Shipping by Aircargo)

Preferred for larger koi & larger quantity

Fastest & Cheapest

Provide your preferred airport, we will select best airlines flight (Primarily THURSDAY pick up days)

• FedEx VS. Air Cargo

Recommendation: If you live in most West Coast next-day delivery areas → FedEx and Air Cargo are both recommended. If you live outside next-day zones → Air Cargo is highly recommended for speed, cost, and koi safety.

2. Shipping Fees (Estimated Box Size)

IMPORTANT: Koi are prepared 7-10 days before delivery.

If you postpone the koi further than 7 days from the original date the koi health guarantee will be waived (holding fee apply).
Read more about Koi Health Guarantee

• Shipping Fees sent Separately from Koi Order

You will receive confirmation of delivery when your order is processed. When the koi is prepared the shipping invoice will be sent separately along with any updates that the farm provides when re-inspecting your koi.

Please see the instructions in steps 6 and 7 for more information about processing your order and receiving your koi. SHIPPING IS NON-REFUNDABLE and subject to CREDIT ONLY, based on cancelled orders or carrier Claim

Use our Shipping Calculator to estimate your shipping costs. (Pick up at a customer center or airport for cheaper rate.) This shipping calculator is provided for reference only. This calculator is generally accurate for cargo shipments and West Coast destinations throughout the year. For the safety of your Koi, the actual number of fish per box may vary depending on the season and weather conditions.

Final shipping decisions will be made at KODAMA discretion to ensure safe arrival.

• Midwest and East Coast fees may vary:

During the Spring & Summer months, we must reduce the number of Koi per box for shipments to the Midwest and East Coast to prevent heat-related stress.

Note: Although we add insulation and ice packs, extended precautions must be made to ensure a safety arrival. Increasing water & oxygen volume + adding less koi, will result in a higher shipping cost than the calculators estimate.

Kodama Koi Farm has been shipping koi for many years and has learned what works best for the safe delivery of your koi. The shipping formula is not absolute.

3. OTHER Consideration:

• NO SATURDAY HOME DELIVERIES

Due to risk of delay with FedEx carriers we only recommend air cargo for Saturday delivery

There is an additional fee of $25.00 per box for Saturday deliveries.

NO SUNDAY DELIVERIES (we are closed on SATURDAYS)

• KOI INSURANCE (RECOMMENDED)

We now offer insurance on all shipments for an additional fee. At just 6% per $100 of your koi's value

We highly recommend insurance for orders $500+ to cover the additional costs* in case of a delay. (* = koi value only) 

For example, if you buy a koi at $500, you can insure that koi for just $30!

Read more about Koi Insurance.

• When packing koi, Kodama Koi Farm takes into consideration:

The condition of the koi

Water temperature

Delivery time/ state

Kodama Koi Farm reserves the right to determine how many koi can be shipped in a box. Our koi health guarantee is based on our farm's packing recommendation for your shipment. Any request to alter the shipping/packing recommendation requires a waiver of the koi health guarantee to be sent to Kodama Koi Farm via E-mail.

If you have any questions about shipping, contact us at:
Phone: +1 (833) Koi Love (1-833-564-5683)
EMAIL: info@kodamakoifarm.com.

For all Kodama koi, All sales are final.
If a cancellation is made due to customer circumstances, a 20 percent restocking fee will be applied.
This policy applies to all koi, including those purchased during events or sales.

If anything should happen to your Koi within the holding period (i.e.: illness and/or death) NO replacements will be provided. Instead, store credit will be issued towards your next purchase.

Store credit must be used within 6 months from the date of issue, although extensions are given on a case-by-case basis.

As avoiding cross-contamination is a part of a healthy practice in maintaining a clean facility, as well as keeping our beautiful koi as healthy as possible, all koi sales are final. Returns are not accepted. Once a koi leaves our farm and has experienced other waters, they may not be allowed to return for any reason.

Returns are not accepted. Once a koi leaves our farm and has experienced other waters, they may not be allowed to return for any reason.

**Do you offer refunds?**
For koi purchases, we do **not** provide refunds — all koi sales are final.
If a koi becomes ill or dies during the holding period, no replacement is offered. Instead, we issue **store credit** (valid for 6 months, with possible extensions on case-by-case basis).
Shipping charges are non-refundable.
For non-koi supplies, please refer to our *Supply Return Policy*. Eligible items may be returned or refunded within 15 days of receipt.

At this time we do not ship our koi for sale directly to Mexico. Please cross the border to pick up your Koi at the closest UPS FedEx station inside the US, OR Please contact Tony at High Aqua. He can buy and import Koi from us and then deliver or ship the Koi to you.

Facebook : https://www.facebook.com/highaquamexico
Whatsapp : +526643277251

If you have any further questions, Please contact our office for more information.

Due to the import restrictions in each country, Kodama does not hold the permits to ship out of the U.S. We are just an import company for the U.S.

E Komo Mai!

Yes, we can ship koi to the Neighbor Islands via FedEx Same day delivery!

FedEx Inter-island shipments are made on WEDNESDAYS only effective JAN 30 2025.

Shipments are dropped of to HNL and take off by 12PM. Plane will arrive to your local airport and be distributed by the end of the work day.

The tracking provided will allow an accurate update of delivery estimate time once checked in to local airport.

Same-Day delivery to your door.

• $45 for each Medium box

• $55 for each Large box

Upon request, you may pick up your koi at your nearest Fedex station for faster delivery.

Air Cargo shipments are primarily made on Monday's, Tuesday's and Wednesday's!

(other days are subject to approval)

How do I pick up koi at the airport?

Unlike FedEx, koi shipments are not delivered to your door. They travel via airline cargo, and you’ll pick them up directly at the airport of your choice. If this is your first time, don’t worry — it’s easier than you think. Just follow these steps: Receive Your Air Waybill, Track Your Package, Prepare Your Documents, Locate The Airline Cargo Facility, Check In at the Cargo Office, Verify the Labels on the Box, and Transport the Koi Home. If you want to learn more in depth on how to pick up your koi from the airport please click here

• Shipping charge includes “Handling” Fee = $25 - $60 per box (max at 3 boxes)
• Shipping fee is based on shipment weight, you may request a quote upon scheduling
• Generally the rates based on boxes are as follows but are subject to weight + handling fee:
• Large $135 (Hawaiian, Delta & United)
• Medium $125 (Hawaiian, Delta & United)
• Medium/Large $183 (Southwest)

How do I know the flight schedule or pick up time ?

You will receive the flight information and airway bill number with your shipping invoice, please check the details with the shipping invoice email. If you have a requested flight schedule please inform us at least 1 week prior to delivery so may reserve. Pick up will be 2 hours after arrival time (Hawaiian, Delta, United) or 90 minutes after arrival time (Southwest Cargo). Use your airway bill number as your tracking on the day of departure for more accurate updates.

Please familiarize yourself with your stations location and operating information before pick up to avoid any issues. All station information is accessible online at links below.

Find information: Flight schedule and Station details

Hawaiian Airlines

Hawaiian Airlines availability is based on flights from HNL on WEDNESDAYS

You may visit Hawaiian Air Cargo for more details

Other Airlines

Schedule is based on flight availability. Please provide us your preferred airport in the check out.

You may search for existing flights from HNL to your airport at the links below:

• Southwest Cargo
• United Cargo
• Delta Cargo
• America Cargo

Ready for pick up - Holding policy

Our holding policy requires customers to pick up their koi shipment within 2 hours after the plane has landed.

Cost reduction on delivery is significant only if there are multiple boxes. Smaller quantity orders are still suggested to be pick-up at your local FedEx Customer Center if travel time reduction is of concern.

What is Required For Air Cargo:

• Government Issued ID to match Consignee Label
• Airway Bill Number Provided by Kodama when making your reservation
• Research your airlines operating hours for pick up and location (most cargo counters are SEPARATE from commercial flights)
• Locate contact information of local Cargo facility incase of emergency such as delay or issues with pick up
• Pick up will be ready within 2 hours of plane arrival. KODAMA WILL NOT CONTACT YOU FOR PICK UP. Use your AWB# as a tracking to verify planes arrival time.

See #10: Can I pick up at the closest Fedex Center?

Yes, it is totally possible!

All pickups MUST be arranged in advance.

Our Address is as follows:

Kodama Koi Farm
c/o Mililani Agricultural Park
94-840 Lanikuhana Ave.
Mililani HI 96789

Please contact us If you have any questions at:
Phone: +1 (833) Koi Love (1-833-564-5683)
EMAIL: info@kodamakoifarm.com.

If the food/supply is able to fit in the same box as your koi, yes, we may ship it together.

The Supply Warehouse and Farm are located in 2 different states.

Primarily, Mr. Kodama Koi Food is the only supply available from the Farm.
Other products that may be available on occasion include Niigata Water Bio and select medicines. Please inquire with Customer Support.

SUPPLY AND OTHER PRODUCTS ARE AVAILABLE AT KODAMAKOISUPPLY.COM

All other food and medicine products will be shipped from the Florida Warehouse via UPS Ground (you may upgrade by request).
We have a good selection of Koi products in the Supply section of our website. Please take a moment to visit our Supplies page.
Also, please look at your shopping cart. If there is space in your box, you will find the link that shows what additional items can fit in the box.

Preferrably, yes!

It is important to open the box and release the koi as soon as possible! The koi surely will be stressed and exhausted from their long journey to their new home.

Depending on the location and carrier!

UPS has reduced their operations resulting in closures to many centers across the U.S. although not posted online, the facilities are permanently closed and will reject holds.

Therefore the option of UPS Customer Center has been removed.

Since we have been using FedEx as our primary carrier, we offer pick up at qualified FedEx ship centers.

This will reduce the travel time and may be beneficial to your koi. You may also qualify for a discount on shipping fee for picking up.

• Make sure it is a FedEx ship center and not a store.

• Search for your local FedEx ship center

• Provide the address location when placing your order.

• Or send us an email with the address information (EMAIL: info@kodamakoifarm.com.)

Please let us know after winning the auction if you will be adding more koi before paying.

We understand it is important that you combine your winnings to save on shipping costs, therefore we can hold the koi up to 30 days before making delivery.

(See shipping calculator to estimate your box size).

Have you paid for your koi yet ? If not, Please contact Customer Service within 3 days of winning/purchase at:

Phone: +1 (833) Koi Love (1-833-564-5683)

OR

EMAIL: info@kodamakoifarm.com

AUCTION KOI HOLDING RULES

• must be paid within 3 days of winning to ensure koi health guarantee
• if no response is received 1 week after the winning, your koi will automatically be sent back to auction
• consecutive unpaid auctions will result in a restocking fee and temporary hold to the account
• Koi must be shipped within 30 days of winning to ensure koi health guarantee

If you would like to board your Koi (for example, during the winter):

• This is offered only on a case-by-case basis and pond availability
• If approved, the cost is $50/Koi per month (fees are nonrefundable)
• If a Koi becomes ill, we will treat it at no additional cost to you
• NO replacements or refunds will be offered if a boarding Koi loses its color or dies

Contact our office by email or phone to check for boarding availability.

If no delivery date is set within 30 days, the order will be canceled and you will be refunded the total minus the restocking fee (20%).

Our holding policy will be updated 04/15/24

As an effort to stay within the guidelines of our farms health recommendations ensuring our promise to deliver beautiful and healthy Japanese koi. Holding koi in shipment for too long puts the koi at risk.

Kodama Koi Health Guarantee: 

It is very rare that Koi arrives dead.  We import tens of thousands of Koi from Japan every year. We hardly see DOA (dead on arrival). 

However, when delivery gets delayed due to some issues of carriers like UPS, Cargo flights etc., the life of Koi gets in danger.

What Koi Health Guarantee Includes:

• Ensures koi arrive alive
• In the case of DOA, Kodama Koi Farm Will provide store credit of koi value up to $500 per shipment (for value over $500 please purchase KOI INSURANCE)

Valid only if 

• shipment date is within 30 days from date of purchase
•  all safety guidelines were followed. 
• payment was received 3 days after winning auction

Beyond 30 Days, 

Boarding rules apply ($50 per month per koi, no pro-rate)

1. Contact customer support if you are continuing to bid in order to fill your shipment box.
2. If you need help finding koi, you may submit a koi request.
3. Once a delivery date is confirmed, you have 1 week prior to change your delivery date and the koi health guarantee is void. See below for additional holding fee.

(If the shipping date is postponed after the koi is prepared within the 7 days, it will force us to move Koi back to a pond for health reasons from a holding tank. It causes extra stress on Koi. So we highly recommend that the shipping date should not be changed too much…)

Postponed shipments:

Once the koi is prepared and confirmed by the farm we will not allow free holding.

For the safety and space of koi in our shipping area, any changes to the original date will result in s $25 holding fee (+ 1 month boarding if beyond total 1 month holding)

1. In the event that KKF postpones the shipment beyond 30 days of the order date, Kodama Koi Farm WILL  honor  24 hour health guarantee/DOA situations
2. In the event that the Customer postpones the shipment beyond 30 days of the order date, Kodama Koi Farm WILL NOT honor 24 hour health guarantee/DOA situations
3. If no delivery date is set within 30 days, the order will be canceled and you will be refunded the total minus the restocking fee (20%).

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 a standard 24 hour delivery. (Exceptions to delays & Puerto Rico deliveries 2-day transit)

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:

Looks

• Faded color.
• Black color, especially, may get lighter due to its stress, but it will come back over the time, so no worry.

Behavior

• 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.

We are unaware of delivery times, as UPS does not provide a guaranteed delivery time. Depending on your local drivers, your delivery 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 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.

For More Details On Shipping Policy, Click Here!

Our holding policy will be updated 04/15/24

As an effort to stay within the guidelines of our farms health recommendations ensuring our promise to deliver beautiful and healthy Japanese koi. Holding koi in shipment for too long puts the koi at risk.

Kodama Koi Health Guarantee: 

It is very rare that Koi arrives dead.  We import tens of thousands of Koi from Japan every year. We hardly see DOA (dead on arrival). 

However, when delivery gets delayed due to some issues of carriers like UPS, Cargo flights etc., the life of Koi gets in danger.

What Koi Health Guarantee Includes:

• Ensures koi arrive alive
• In the case of DOA, Kodama Koi Farm Will provide store credit of koi value up to $500 per shipment

Valid only if 

• shipment date is within 30 days from date of purchase

•  all safety guidelines were followed. 
• payment was received 3 days after winning auction

Beyond 30 Days, 

Boarding rules apply ($50 per month per koi, no pro-rate)

1. Contact customer support if you are continuing to bid in order to fill your shipment box.
2. If you need help finding koi, you may submit a koi request.
3. Once a delivery date is confirmed, you have 7 days to change your delivery date and the koi health guarantee is void. 

(If the shipping date is postponed beyond 7 days, it will force us to move Koi back to a pond for health reasons from a holding tank. It causes extra stress on Koi. So we highly recommend that the shipping date should not be changed too much…)

Postponed shipments:

1. In the event that KKF postpones the shipment beyond 30 days of the order date, Kodama Koi Farm WILL  honor  24 hour health guarantee/DOA situations
2. In the event that the Customer postpones the shipment beyond 30 days of the order date, Kodama Koi Farm WILL NOT honor 24 hour health guarantee/DOA situations
3. If no delivery date is set within 30 days, the order will be canceled and you will be refunded the total minus the restocking fee (20%).

Due to the import restrictions in each country, Kodama does not hold the permits to ship out of the U.S. We are just an import company for the U.S.

Update 7/16/2019:

Currently, we no longer offer shipping to Canada due to the Canadian government's restrictions, which began on April 15, 2019 in response to KHV (koi herpes virus).
That said, we may offer shipping to Canada again in the future - we sincerely appreciate your patience.

Our Kodama Supply Warehouse, located near Fort Lauderdale, FL, actually has a few shipping options available to you:

• UPS Ground:

We ship your items by UPS ground the next business day. Faster delivery such as

overnight, 2nd day, and express saver delivery is also available upon request.

• USPS

We use USPS's various Flat-Rate shipping options.

• Existing Order/Shipment:

We can also add your supply order into your live koi sale shipment as long as it fits inside the box and it does not affect your Koi during the transportation.

Also, please look at your shopping cart. If there is space in your box, you will find the link that shows what additional items can fit in the box.

Our Kodama Koi Farm, located on O'ahu, HI

Primarily, Mr. Kodama Koi Food are the only Supplies available on the Farm. If the food/supply is able to fit in the same box as your koi, we may ship it together. Other products available may be Niigata Water Bio and certain medicines. Please inquire with customer support.

Hawaii Customers, please note: Select supply items may not be available for shipment to your location. We apologize for the inconvenience.

For assistance, please contact Customer Service at:

Phone: +1 (833) Koi Love (1-833-564-5683)
EMAIL: info@kodamakoifarm.com.

Buy koi pond supplies online at http://www.kodamakoisupply.com

Koi are packed and prepared at our farm for UPS by 7:30 AM HST

• Please note: Any changes (such as address change, hold for pick up or delaying) requested for your shipment after 7:30 AM HST can only be made by UPS's approval.

An automated message will be sent via e-mail by UPS to confirm they received the package.

• The e-mail will have your tracking information enclosed BUT will initially show as "DELAYED".

The accurate delivery date will be updated once UPS scans the label at Honolulu Airport.

You may see the corrected delivery date when the UPS planes depart (typically) after 12PM HST.

Another shipment notice will be e-mailed from Customer Support containing a PDF of your package slips and a tracking number

• If you have multiple boxes, you may use 1 tracking number to search for all boxes in your delivery.

If there is any delay or changes made by UPS, they will send you an automatic notice. If Kodama receives the notice as well, we will forward it to confirm you have also been notified.

We now offer KOI insurance on shipments for an additional fee. 

At just 6% per $100 of your koi's value

For example, if you buy a koi at $500, you can insure that koi for just $30!

What does insurance cover?

• Dead on arrival beyond the standard 24 hour guarantee (Read more about koi health guarantee here)
• When there is freight mishandling causing injuries, open wounds etc.

How to pay for insurance?

We highly recommend insurance for orders $500+ to cover the additional costs* (* = koi value only) 

If interested, please specify in the check out area and it will be added to the shipping invoice.

You may also request insurance when the shipping fee invoice is sent to you (a few days prior to the shipping date).

Insurance gives you a NON-REFUNDABLE STORE CREDIT ONLY up to full value of the Koi.

If no insurance is purchased, neither Kodama Koi Farm nor shipping carrier will be held liable for delays in shipment or damages to koi.

Credit will be approved case by case with managers discretion. 

Note: Credit is Non-refundable. Shipping fee is sales final.

How to file a Claim

Contact customer support at info@kodamakoifarm.com with the following media

1) Photos of the shipment box 

2) Video & Photos of the top and both sides of the koi.

Note: Proper receiving methods must be followed & contact must be made as soon as an issue is discovered.

A manager will review your request and a credit note will be sent with approved value.

How to Pick Up Your Koi at the Airport

BEFORE YOU START — Choose an Airport of your choice to pick up from

Please choose the closest Airport you can travel to for pickup. That way our team can book your Air Cargo flight to your Airport preference. Unlike FedEx, koi shipments are not delivered to your door. They travel via airline cargo, and you’ll pick them up directly at the airport of your choice. If this is your first time, don’t worry — it’s easier than you think. Just follow these steps:

• Step 1 — Receive Your Air Waybill (AWB) Number

We’ll send you your Air Waybill (AWB) number — think of it like your koi’s “tracking number.” Keep it handy; you’ll need it for tracking and pickup.

• Step 2 — Track Your Package

Use your AWB number to track your shipment and check for any delays. Most airlines have an online tracking tool:

1. Southwest Airlines Cargo Tracking
2. United Airlines Cargo Tracking
3. Delta Cargo Tracking
4. American Airlines Cargo Tracking
5. Hawaiian Airlines Cargo Tracking

• Step 3 — Prepare Your Documents

Before you head to the airport, make sure you have:

1. A government-issued photo ID (driver’s license or passport)
2. Your Air Waybill (AWB) number

• Step 4 — Locate the Airline Cargo Facility

1. Cargo pickup is not at the passenger terminal.
2. Search “[Airline Name] Cargo Office [Your Airport Code]” on Google Maps for the correct location.

Tip: Once the plane lands, it usually takes 60–120 minutes before the koi are ready for pickup at the warehouse.

• Step 5 — Check In at the Cargo Office

1. Tell the staff you’re picking up live koi fish.
2. Provide your name, photo ID, and AWB number.
3. Some airlines have a self-service kiosk for check-in.
4. You’ll sign some paperwork before the shipment is released.

• Step 6 — Verify the Labels on the Box

We clearly write your name and details on the shipment. Double-check the label before you leave — there has been a rare case where cargo staff gave a box to the wrong customer.

• Step 7 — Transport the Koi Home

1. Keep the box in a shaded, temperature-stable area of your car.
2. Drive straight home with no detours.
3. Once home, follow our acclimation instructions so your koi settle in safely.

We can make the following the downloadable checklist PDF with our logos  for customers

—-----

Quick Koi Airport Pickup Checklist 🐟✈️

• Before You Go 

 Receive your Air Waybill (AWB) number from us

Track shipment using AWB:

Bring photo ID + AWB number

• At the Airport 

Wait 60–120 min after landing for processing

Check in (kiosk or counter) — say you’re picking up live koi fish

Show ID + AWB, sign paperwork

Verify box label matches your name

• Transport Home

Keep box shaded & cool

Drive straight home — no detours

Follow acclimation instructions when home