Guarantee

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.