SHIPPING POLICY:
- Supplies and equipment will be ship UPS Ground or USPS unless customer request differently.
- Live fish will be ship via UPS, Southwest Air Cargo or equivalent service shipping methods.
- Customers must inspect all packages, especially fish, BEFORE YOU SIGN. Please note on the delivery receipt any obvious damage if the driver is present. If you notice any damage upon delivery, please contact UPS immediately at 1-800-742-5877 to file a damage claim. We can only assist in resolving issues with UPS if they are promptly informed of the damage. Moreover, we cannot assume responsibility for damage if the items have been signed for and accepted as being in "Good Condition". If you suspect internal damage, inspect the contents immediately. Even if there's no apparent external damage, we advise you to inspect all items within 24 hours of receipt. Should you identify damaged goods, retain both the item and its packaging for UPS inspection, and contact them at 1-800-742-5877 to file a damage claim. Failure to do so will result in you being liable for the damaged merchandise and fish.
RETURN AND REFUND POLICY:
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NO RETURN OR REFUND ON FISH. All fish are sold as is and final.
- A 25% restocking fees will be applied to cancel live fish order for any reasons.
- Fish sex is not guaranteed unless stated. Measurement is +/- 1 inch
- Koi are living animals which can change drastically due to various reasons. We cannot be held responsible for any changes in your koi’s appearance after they are released into your pond.
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Special order items, sales or special deals are also not returnable.
- We cannot accept responsibility for shipping delay or damage done by carrier.
- Other non-returnable items include chemicals, medications, water conditioners.
- All returnable merchandise are accepted within 14 days from the purchase date. A restocking fees of 25% will be applied except defected products.
- No refund on shipping and handling cost.
- Returned merchandise must be in resalable, UNUSED, UNDAMAGED and original packaging.
- Acceptance of merchandise is final only after inspection.
- Customer is responsible for return shipping to us except for defective merchandise.
SALE POLICY:
Prices are subject to change without notice. Order can be done by online, phone, or email. We accept Visa, MC, Discover, American Express, PayPay, Apple Pay, Venmo, Google Pay. California residents add sales tax.
