Shipping policy

Shipping Policy

We want to ensure your experience with us is smooth and satisfactory. Here’s what you need to know about our shipping process:

Inspecting Your Shipment

When your package arrives, especially if it contains fish, please inspect it carefully before signing for it. If you notice any obvious damage, make a note on the delivery receipt or inform the driver if they’re present. This is crucial because failing to report damages immediately may result in you being responsible for any issues with the merchandise.

If you do notice damage, please call UPS immediately at 1-800-742-5877 to file a claim. We’re here to help, but we can only assist you in working out a resolution with UPS if they are notified promptly. If the goods are signed for and accepted as being in “Good Condition,” we cannot take responsibility for any damages.

If you suspect any internal damage, open the package immediately! Even if there’s no visible damage, we recommend inspecting the contents within 24 hours. Please retain all damaged goods and their packaging materials for UPS inspection and file a claim by contacting them at 1-800-742-5877.

Returns and Cancellations

• Refused Delivery: If you refuse delivery after the merchandise has been shipped, you will be responsible for all UPS charges to and from the shipping location, as well as a restocking fee.

• Order Cancellations: If you cancel your order after it has shipped, you will also be responsible for all UPS charges to and from the shipping location and a restocking fee.

• Non-Defective Returns: If you return an item for any reason other than a defect, you will be responsible for both the outgoing and return UPS charges.

Shipping Details

• Koi and Goldfish: These are shipped via UPS Next Day Air®, UPS Next Day Early®, or SouthWest Air Cargo to ensure their safe arrival.

• Koi Products (e.g., koi food, pond supplies): Most orders are shipped the next business day, except when ordered on weekends or holidays. We typically use UPS Ground shipping for these items as it is the most economical option unless you request a different shipping method.

 

All orders must be prepaid by credit card.

If you have any questions or need further assistance, please don’t hesitate to reach out. We’re here to help and ensure your satisfaction!