Customer Information & Policies

Contact Information

Reach out to us via email or call us at (408) 528-0821. We appreciate your feedback about our koi and website.

Store Hours & Location

Summer Hours (March - Nov)

10am - 6pm, Tuesday - Sunday; Closed on Mondays.

Winter Hours (November - March)

10AM - 5PM, Tuesday - Sunday; Closed on Mondays.

We're based in San Jose, California. Get directions.

Ordering Information

When placing an order by phone or email, please provide the ID number for the koi.

Sales & Payment Policies

  • Prices may vary and are subject to change without notice.
  • Place orders online, by phone, fax, or email.
  • Accepted payment methods: Visa, MC, Discover, American Express, money orders. (No COD's Accepted)
  • California residents are subject to sales tax.
  • Preferred payment methods are Visa and MasterCard.

Shipping & Return Policies


  • Most products ship the next business day, excluding weekends and holidays.
  • Koi and Goldfish ship via Delta Dash Air cargo, SouthWest Air Cargo, UPS Overnight, or equivalent services.
  • Supply orders default to UPS ground, unless otherwise requested.
  • All orders require prepayment by credit card.


  • No returns or refunds on fish. All sales are final.
  • Guaranteed live arrival; be present for delivery and immediate report required for dead arrivals.
  • Some items are non-returnable, including chemicals, medications, water conditioners, and pond liners.
  • 14-day return window on certain items, subject to a 15% restocking fee. Conditions apply.

UPS & Warranty Policies

UPS Policy

  • Inspect all packages upon receipt.
  • Report any damages immediately to UPS at 1-800-742-5877.
  • Customers are responsible for certain UPS charges under specified conditions.

Warranty Claims

All warranties are provided by the original manufacturer. For warranty considerations, products must be sent to the manufacturer for evaluation. Contact us for a Return Goods Authorization (RGA) number before sending in a warranty claim.

Koi Packaging Details

  • Koi and Goldfish are packed in double, heavy-duty bags filled with water and oxygen.
  • Temperature-controlled packaging with Styrofoam insulation and ice packs when necessary.
  • All Koi ship in specialized heavy-duty cardboard boxes.