We can ship our supplies to almost any address in the world! In some instances, there may be import restrictions on some products, preventing their availability to be shipped to certain international destinations. It may be necessary to check with the appropriate Customs Authorities in your country to be sure of what documentation and/or fees you may require. Our principal carriers are UPS, FEDEX, and Hawaiian Air Cargo.
To make an order with a destination outside of the contiguous U.S. (like Alaska, Hawaii, U.S. territories, or international countries), please email email@example.com 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.
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.
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
Pre-paid freight and any insurance charges or other costs are non-refundable. Some special order items may not be returned.
You may return most items, in its original condition, for a full refund or credit within 15 days of receiving. 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.). There will be a 20% restocking fee on all order items. The restocking fee and the above-mentioned non-refundable costs will also be deducted from your refund.
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.
And remember: if you need to change any order information, or would like to apply any existing credits to be used toward a purchase or shipping, if applicable, please call or email Customer Service with your name, e-mail address, and order or item number – a team member will be in contact with you.