Free shipping applies to orders that are $100 or more and are shipped in the contiguous U.S. unless a product states in its product page that a shipping fee applies.
We can ship to almost any address in the world. Note that there are import restrictions on some products, and some products cannot be shipped to international destinations.
To make an order with a destination outside of the contiguous U.S. (like Alaska, Hawaii, U.S. territories, or international countries), please email firstname.lastname@example.org or call +1 (833) Koi Love (1-833-564-5683) so we can give you a shipping cost estimate.
Please note that the shipping rates for most items we sell are weight-based. To reflect the policies of the shipping companies we use, all weights will be rounded up to the next full pound.
Canadian customers: please note that we currently do NOT ship koi food to Canada due to them being frequently being held up at Canadian customs. Sorry for the inconvenience.
Hawaii Customers on Oahu
Some products are offered locally and have free local pickup. Some products are shipped from the mainland and will incur a shipping cost. Please contact Customer Service to complete your order.
Monday thru Friday 7 am–3 pm
You may return most new, unopened items within 30 days of delivery for a full refund. We'll also pay the return shipping costs if the return is a result of our error (you received an incorrect or defective item, etc.).
You should expect to receive your refund within four weeks of giving your package to the return shipper, however, in many cases you will receive a refund more quickly. This time period includes the transit time for us to receive your return from the shipper (5 to 10 business days), the time it takes us to process your return once we receive it (3 to 5 business days), and the time it takes your bank to process our refund request (5 to 10 business days).
If you need to return an item, simply login to your account, view the order using the "Complete Orders" link under the My Account menu and click the Return Item(s) button. We'll notify you via e-mail of your refund once we've received and processed the returned item.