Refund Policy

If a koi does not arrive alive via our shipping service, contact us within 2 hours of delivery with clear photographs and video of the sealed shipping bag before opening. We will refund or replace the koi (customer chooses), subject to the conditions below.

• The claim is submitted within 2 hours of the carrier's delivery time.
• Photos and video clearly show the koi in the unopened shipping bag.
• Someone was available at the delivery address on the scheduled date.
• Delivery was not delayed due to an incorrect address or missed hand-off.

• Losses caused by improper acclimation, unfit water quality, inadequate filtration, or predators.
• Losses reported more than 2 hours after delivery.
• Shipping fees, unless the loss is directly caused by carrier damage during transit.
• Pickup orders once the koi has left our facility.

Orders can be cancelled for a full refund up until the koi is bagged and dispatched to the carrier. Once a shipment is in transit, cancellations are no longer possible.

Approved refunds are issued to the original payment method within 5–10 business days. Depending on your bank or credit card provider, it may take a few additional days for the funds to appear.

Deposits paid for pond installation projects are refundable up until materials are ordered or on-site work is scheduled. Refund terms are set out in your written project agreement.