Shipping policy

Shipping & Local Pickup Policy

Shipping Schedule

  • We ship koi Monday through Wednesday only, to prevent weekend delays.
  • Orders are shipped on a first-come, first-served basis.
  • Smaller koi may be combined in one box; larger koi may require their own box. Shipping rates are calculated at checkout.

Preparation Before Shipping

  • Once a koi is purchased, it will be moved into a separate quarantine system where it will fast for a minimum of 7 days before shipment.
  • This fasting period is essential to ensure the koi ships safely and arrives healthy.
    • Example:
      • If you purchase a koi on Monday, it will ship the following Monday or Tuesday, arriving on Tuesday or Wednesday.
      • If you purchase a koi on Saturday, the koi will most likely ship the following Monday (9 days later), arriving on Tuesday.

Local Pickup

  • Koi are typically ready for pickup immediately or within 1 business day after purchase.
  • Please call ahead before arriving to confirm your koi is ready.
  • We reserve the right to hold koi for treatment up to 1 additional day if needed.
  • Koi must be picked up within 7 days of purchase. If you need more time, contact us—extended holding may be available for a fee.
  • Pickup hours are 10:30 AM to 5:30 PM, 7 days a week.
  • If you change your mind after purchase, you will receive store credit minus a 15% restocking fee.

Local Delivery

  • We offer local pond delivery in the greater Miami area for an additional fee based on your location. Please contact us to arrange this service.

2. Quarantine & Health

  • All imported koi are quarantined upon arrival and monitored before being made available for sale.
  • Koi are not shipped during quarantine. Only koi that are eating well, active, and in good health will be released for transport.
  • Each koi is visually inspected prior to packing.

3. Live Arrival Guarantee (DOA Policy)

  • We guarantee koi will arrive alive and healthy if you are present at the time of delivery.
  • If a koi arrives deceased:
    • You must notify us within 2 hours of delivery.
    • Provide clear photos/video of the unopened bag showing the koi.
    • Store credit will be issued for the koi’s purchase price only (shipping costs are non-refundable).
  • We cannot guarantee koi beyond arrival and proper acclimation, as pond conditions and handling vary.

4. Refunds, Returns & Cancellations

  • All koi sales are final due to biosecurity risks.
  • Once koi leave our facility, they cannot be returned or exchanged.
  • Orders canceled before shipment may incur a restocking fee.
  • If a koi becomes unfit for shipping before departure, you will be offered a replacement or refund.

5. Weather Delays

  • We reserve the right to reschedule shipping in the event of extreme weather conditions (heat, cold, storms, etc.) that may endanger koi in transit.
  • Customers will be notified and offered the next available safe shipping date.

6. Customer Responsibility

  • Provide a correct and complete shipping address and phone number.
  • Be present to receive the shipment at the scheduled delivery time.
  • For local pickup, arrive within your confirmed time slot.
  • Shipments must be received and koi acclimated within 1 hour of delivery.
  • Failure to follow these requirements may void our Live Arrival Guarantee.

7. Cargo Shipping (Special Arrangements)

  • For larger koi or bulk orders, we may offer airport-to-airport cargo shipping.
  • Customers interested in this option must contact us directly to discuss logistics and pricing.
  • Cargo shipments are subject to airline policies and may have different pickup requirements.

8. Acclimation Guide

Your new koi has just completed a stressful journey. Proper acclimation is critical for its health and long-term success in your pond.

1. Quarantine First (Recommended)

  • If possible, prepare a quarantine tank with 0.3% salinity (3 lbs of non-iodized salt per 100 gallons).
  • Place the koi in this tank for several weeks. This helps the koi adjust gradually to your water conditions and allows you to:
    • Observe the koi closely for signs of stress or illness.
    • Give it time to regain strength after shipment.
    • Protect your main pond and existing fish.

2. Standard Acclimation (If quarantine is not possible)

  • Float the sealed bag in your pond (or holding tank) for 20–30 minutes to equalize temperature.
  • After floating, open the bag carefully and slowly add small amounts of pond water to the bag every 5 minutes for about 20 minutes.
  • Gently release the koi into the pond.
  • Do not pour shipping water into your pond.

3. Emergency Acclimation (Use with caution)

  • If the koi appears extremely stressed or if there were unexpected shipping delays and the koi seems to be struggling, you may need to release it immediately into your pond without acclimation.
  • This is risky and should only be done if you are absolutely sure the koi will not survive further acclimation.

4. Aftercare

  • Keep pond lights off for the first evening.
  • Do not feed koi for at least 24 hours after arrival.
  • Observe the koi closely over the following days.