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14-Day Live Arrival & Health Guarantee

We take great pride in the health and quality of every Koi and Butterfly Koi we ship. To give you peace of mind, all of our fish are covered by a 14-day live arrival and health guarantee. If a fish does not survive within 14 days of delivery, we’ll work with you to make it right.

How to File a Claim

To help us quickly process your claim, please email us at sales@koifishusa.com within 14 days and include:

• Your full name (must match the order)

• Order number

• SKU and exact product name of the fish

• A clear photo of the fish from an angle that shows its pattern and confirms its condition

• A brief description of the loss

For fairness and accuracy, we may occasionally request additional photos or details to confirm the claim.

Resolution Options

For approved claims, you may choose either:

• Store credit toward a future purchase, or

• Refund for the fish (shipping charges are non-refundable)

At this time, we do not send replacement fish.

Important Notes

Our 14-day guarantee applies only to losses related to shipping or health issues beyond your control. It does not cover causes such as:

• Jumping out of the pond

• Predators

• Disappearance

• Water quality issues

• Negligence or mishandling

We review each claim carefully to ensure fairness to all customers.

Koi Fish Shipping Information

Koi & Goldfish are shipped Overnight directly to your door via UPS Next Day Air. Shipping is flat rate and any number of fish can be combined into one shipment. There is no extra cost for combined shipping. The cost per shipping ranges from $35 to $100 depending on your state. A list of shipping charges by state is below.

• $35 Shipping: CT, DC, DE, MD, NJ, NY, PA, VA
• $45 Shipping: MA, NC, NH, OH, RI, VT, WV
• $60 Shipping: AL, AZ, AR, CA, CO, FL, GA, ID, IL, IN, IA, KS, KY, LA, ME, MI, MN, MS, MO, MT, NE, NV, NM, ND, OK, OR, SC, SD, TN, TX, UT, WA, WI, WY
  

Your order will be shipped to arrive on the day of your choosing.  You must choose a delivery date in your shopping cart before proceeding to checkout. Shipping days are Monday through Friday for delivery Tuesday through Saturday.  Deliveries on a Sunday or Monday are not possible. 

Important Notes

• You must select a delivery date in your shopping cart before proceeding to checkout.
• Cutoff for same day shipping is 8 AM Eastern Time. After 8 AM you will no longer be able to choose the very next day as your delivery date.
• We do have a limited number of orders that can ship out on any given day so certain dates may be blocked out early. If a date is blocked out we cannot add any additional orders for that date.
• Shipping Days are Monday thru Friday for Delivery Tuesday thru Saturday.
• It is not possible for us to ship for delivery on a Sunday or Monday.
• Tracking Numbers are sent After your order has been packaged for shipment in the afternoon hours.

Saturday Delivery

Saturday delivery is available to many parts of the country for an additional $20 charge. However, UPS does not service all zip codes for Saturday delivery.  If you would like to know if your zip code qualities you can send us an email and we will confirm.  If you elect to have your fish delivered on a Saturday we will invoice you separately for the $20 surcharge.  Please note that the website will not allow you to choose a Saturday for your delivery date. Please tentatively select another date then contact us immediately after placing your order so we can make the change and send an invoice for the additional $20.  Please note that we will not ship your order until that invoice is paid. Please pay the invoice immediately in order to prevent any delays on shipping your order.

Tracking Your Order

Tracking numbers are not generated prior to orders being packed. If you do not receive your tracking number by 5PM the day before your order is scheduled to arrive please call or email us. You may also see tracking info by logging into your account and viewing your Order History. 

We do Not Ship Outside of the USA. 

We do Not Ship to Hawaii or Alaska.

Koi Cannot be Shipped to the State of Maine, only Goldfish.