Frequently Asked Questions

Shipping & Delivery

How do you ship live fish?

 We carefully pack live fish in a double-wall corrugated box with pure oxygen and an ice pack to ensure their safe arrival. All shipments are sent overnight directly to your door for the fastest safest delivery. For detailed acclimation instructions once your fish arrive, read our comprehensive guide on acclimating your new koi fish.

What courier do you use? 

We ship all live fish using UPS Next Day Air to ensure fast and reliable overnight delivery.

Can I combine shipping? 

Yes! You can combine an unlimited number of fish for a single shipping charge, unless a specific promotion states otherwise.

Can I place multiple orders and still pay just one shipping fee? 

In most cases, yes. As long as all orders are scheduled to arrive on the same date and you use the same name, address and email for all orders, you'll only be charged one shipping fee. The website will show you a shipping fee on each order but we will remove the extra shipping charges prior to charging your card. Please note that certain promotions may exclude combined shipping or limit the number of fish per shipment so please read the terms and conditions for the specific promotion.

How much is shipping? 

Shipping costs vary by state and are calculated at checkout based on your delivery location. To see the exact shipping by state, click on this link: https://koifishusa.com/pages/shipping-koi-fish

Do you ship to all 50 states? 

We do not ship to Hawaii or Alaska. Additionally, we can only ship goldfish to Maine due to state regulations. We can ship both Koi & Goldfish to all other states.

Do you ship outside of the US?

No, we only ship within the US.

Can I choose my delivery date? 

Yes, you can select your preferred delivery date at checkout-up to 14 days in advance.

Do you ship koi year-round? 

Yes, but shipping may be paused during extreme weather conditions (hot or cold) to ensure the safety of the fish. Learn more about how koi fish behave during winter months.

Guarantee & Quality

What is your guarantee? 

We offer a 14-day guarantee on all live fish to ensure your satisfaction and peace of mind. Additional details can be found at the following link: https://koifishusa.com/pages/koi-fish-guarantee

Are the fish quarantined before shipping? 

Yes, all of our fish are quarantined and health-checked before being made available for sale. For tips on setting up your own quarantine system, check out our guide on quarantining new koi fish.

Will the koi look exactly like the photo?

Each koi is individually photographed, but some koi change color as they age. Koi may temporarily change color due to stress.

Store Information

Do you have a store? 

No, we operate exclusively online and do not have a physical retail location.

Can I pick up my order? 

Yes, curbside pickups are available by appointment Monday through Friday. Please note that weekend pickups are not available.

Can I visit or tour your facility? 

No, we do not offer tours of our facility. Curbside pickups are available by appointment only, and customers are not permitted inside.

Do you buy koi? 

No, we do not purchase koi. We recommend checking Facebook groups, koi clubs, or Craigslist for selling or rehoming your unwanted koi fish.

How do I contact you? 

You can reach us at 223-758-7500 or via email at sales@koifishusa.com

Ordering

How do I place an order? 

Just like any other online store, simply browse our selection of koi, butterfly koi, or goldfish, choose as many individual fish as you'd like and add them each to your cart. Once you are done shopping, Click on your cart, and choose your delivery date. Once you've clicked the checkout, it will prompt you to enter your personal, and payment information. After you click pay now you'll receive a confirmation email.

Can I return or cancel an order? 

Due to the live nature of our products, all sales are final. However, if you need to cancel before shipping, contact us immediately. Orders may be cancelled up until 11AM ET on the date that it is scheduled to ship. After 11AM orders fish are being prepared for shipment and orders may not be cancelled. No Exceptions.

What if I made a mistake on my order? 

Contact us as soon as possible. If the order hasn't shipped yet, we'll do our best to accommodate changes.

Fish Care & Compatibility

How do I know which koi variety is right for me? 

You can browse our koi variety guide or contact us directly—we're happy to help you find the perfect fish for your pond based on size, color preference, and personality. For an in-depth look at one of our most popular varieties, read about butterfly koi fish.

What do I do after my koi arrives? 

Float the sealed bag in your pond or quarantine tank for 20–30 minutes to equalize temperature, then slowly acclimate the fish to your water conditions before releasing.

What should I feed my koi? 

We recommend a high-quality koi pellet designed for their size and season. We use Blue Ridge Growth Blend for our Koi. For comprehensive feeding guidelines, including seasonal feeding schedules, check out our detailed guide on feeding your koi fish and goldfish.

Can koi live with goldfish? 

Yes! Koi and goldfish are compatible and can share the same pond if there's adequate space and filtration, however some fancy, slower swimming goldfish may be picked on by the koi. Learn about the best goldfish varieties for a koi pond to ensure compatibility.

Water Quality & Pond Management

What water parameters do koi need? Ideal water conditions for koi:

• pH: 7.8–8.2

• kH: 150 ppm or higher

• Ammonia: 0 ppm

• Nitrite: 0 ppm (any amount over 0 is toxic)

• Nitrate: under 25 ppm

• Water temperature: 65–75°F for optimal health

Use test kits regularly to monitor. For detailed information about maintaining proper pH levels, read our guide on achieving the optimal pH balance in your koi pond.

How often should I change the pond water? 

Partial water changes (10–20%) weekly or biweekly help keep water clean and healthy. Always dechlorinate tap water before adding it to the pond. For comprehensive water management strategies, see our article on water replacement in your koi pond.

Koi Behavior & Health

How fast do koi grow? 

With proper care, koi can grow 12–15 inches in the first few years and up to 24–36 inches at maturity, depending on genetics and pond size. If your koi aren't growing as expected, read about the 5 reasons your koi fish aren't growing.

Why is my koi hiding or not eating? 

New Koi additions may hide for several weeks until it feels at home. It's common for koi to hide or skip meals after a move or during cooler temps. If behavior persists, check water quality and monitor for signs of stress or illness. Learn to recognize important koi fish behaviors that indicate health and stress levels.

Do I need to bring my koi inside during winter? 

In mild climates, koi can stay outside as long as the pond is deep enough (at least 3 feet) and doesn't freeze solid. Use a pond heater or de-icer to keep a breathing hole open.

What do koi do in winter? 

Koi enter a semi-dormant state called torpor and will stop eating once water temps fall below 50°F (10°C). Switch to a wheat germ-based food before winter, and stop feeding when needed.

What should I look for in a sick koi? Common signs include:

• Flashing or rubbing against surfaces

• Clamped fins

• Lethargy or isolating

• Sores, white patches, or fin rot

Contact a koi specialist or vet if symptoms persist.

Gift Cards

How do I purchase a gift card? 

Gift cards are available for purchase on the website. Using the search bar type in gift card and add to your cart and proceed to checkout. Gift cards will be delivered by email, along with instructions on how to redeem it.

How do I redeem a gift card? 

When checking out, enter the gift card code from your email into the Discount code or gift card prompt beside the delivery information. Please note that after an order has been placed we have no capability on our end to add the gift card discount to your order, so please be sure that the gift card has been entered and applied correctly before completing your order.