We take every precaution to ensure that your koi arrive at your doorstep healthy and alive. We work with reputable shipping carriers and use only the highest-quality packaging materials to minimize stress on the fish during transit. However, we understand that shipping live fish can be a little daunting, which is why we offer LIVE ARRIVAL GUARANTEE. If your fish arrive dead on arrival, we will issue a store credit for the full cost of the fish. Or you can select another fish at similar quality and price range.
In order to file a claim for Live Arrival Guarantee, you must document the issue with digital photographs within 2 hours of delivery and email us at email@example.com for proof. We cannot accept responsibility for shipping delay or damages done by the carrier.
We do not refund the cost of shipping, and due to biosecurity reasons, we cannot accept returns on live koi. If you have any questions about our Live Arrival Guarantee or our koi, please don't hesitate to contact us. We're always happy to help!