Availability Guarantee
Every koi on this site is one specific fish, photographed and filmed at our San Jose facility. Once in a while a koi you ordered can't ship as listed. This page is what we do about it.
Why it happens
- The koi needs time to recover. If a fish is injured or showing signs of illness, we hold it and treat it instead of shipping it. This is the most common reason, and it is deliberate: we will not send you a compromised koi to keep an order on schedule.
- The listing was out of date. Every koi is available to buy at our ponds as well as on the site. One can sell in person shortly before it sells online, a busy day can delay us taking a listing down, or an older listing can stay live after a koi has been rephotographed.
What happens next
We contact you within one business day of identifying the problem. You then choose whichever of the following you prefer.
| Your option | What it means |
|---|---|
|
Wait for it (recovery holds only) |
We keep your order open and update you as the koi recovers. There is no deadline on you: you can switch to any other option at any time, including if the koi does not recover as we hoped. |
| Hand-picked replacement | We select comparable koi at the same size, variety, and quality level, and send you photos and video before anything ships. If the replacement is priced lower, we refund the difference. We never charge you more without your agreement. |
| Store credit | The full amount you paid for that koi, issued as store credit. It does not expire. |
| Full refund | The full amount you paid for that koi, returned to your original payment method within 5 business days of approval. |
Goodwill credit
Whichever option you choose, we also add store credit worth 10% of the price of the koi that was unavailable. It does not expire, and it is in addition to the option you picked, never instead of it.
Scope
- This applies to the individual koi that was unavailable. Everything else on the same order is unaffected and ships as normal.
- If an order no longer contains any koi as a result, any koi shipping charge on it is refunded in full.
- The goodwill credit applies once per affected koi.
After your koi ships
This page covers the time before your koi leaves us. Once it ships, our Live Arrival & 7-Day Health Guarantee covers its arrival and its first week with you.
Questions? Email champkoi@champkoi.com or call (408) 528-0821.
Effective August 2026. Applies to every koi ordered from Champion Nishikigoi (ChampKoi), 3395 Keaton Loop, San Jose CA 95121.