Live Arrival & 7-Day Health Guarantee
Effective May 2025 — Applies to all koi shipped from Champion Nishikigoi (“ChampKoi”), 3395 Keaton Loop, San Jose CA 95121, to any address within the United States.
1. What We Guarantee
| Timeframe | What’s Covered | What We Promise |
|---|---|---|
| Upon Delivery (first 2 hours) |
All koi arrive alive and in good condition | Free replacement for each fish Dead-on-Arrival (DOA) and full refund of outbound shipping if every fish in the parcel is DOA |
| Day 0 – Day 7 | Latent deaths clearly related to shipping stress | One-for-one replacement of the same variety/grade; if an exact match is unavailable, choose either a koi of equal value or a refund of the fish’s purchase price |
Good-will on carrier delays — Even if a late delivery is the carrier’s fault, we still honor the guarantee exactly as written above.
2. How to File a Claim
- Email us: champkoi@champkoi.com
— DOA claims: within 2 hours of the recorded delivery time
— 7-day claims: no later than 168 hours (7×24) after delivery - Include clear evidence:
1–2 photos showing the affected koi in the original shipping bag or your quarantine tank
A <30-second video confirming behavior/condition - Provide order details (name, order #, delivery address) and a brief note of water parameters (temp, pH, ammonia).
We acknowledge every claim within 1 business day and provide a resolution within 3 business days after all evidence is received.
3. Exclusions & Limitations
- Improper acclimation or poor water quality (ammonia, nitrite, pH swings, chlorine)
- Injury, predation (e.g., herons, raccoons) or koi jumping from the pond/tank
- Negligence or willful damage
- Treatments or medications applied without ChampKoi guidance
4. Replacement & Refund Logistics
- Replacements ship via the same service level as the original order at no additional cost.
- If you prefer to wait for a specific variety or upcoming Japan harvest, we can hold a credit on file for up to 12 months.
- Refunds are processed to the original payment method within 5 business days once approved.
5. Our Commitment
Since 1998, Champion Nishikigoi has supplied hand-selected Japanese koi and stands behind every fish. Our family business treats each claim as an opportunity to keep you in the hobby for life.
Questions? Email champkoi@champkoi.com or call (408) 555-KOI1.
“The best selection of high-quality koi fish on the internet.”