Purchase Policies & Terms

Koi Fish USA Purchase Policies & 14-Day Health Guarantee

Thank you for choosing Koi Fish USA.

We are passionate about raising and providing healthy, high-quality koi, and we stand behind every fish we sell. Our goal is to make purchasing koi online as easy and worry-free as possible.

The following policies explain our 14-Day Health Guarantee, shipping procedures, and purchase terms so you know exactly what to expect.

By placing an order with Koi Fish USA, you acknowledge that you have read and agree to these Purchase Policies.

Our 14-Day Health Guarantee

Every live koi purchased from Koi Fish USA is covered by our 14-Day Health Guarantee beginning on the date your shipment is delivered.

If a koi covered under this guarantee dies within fourteen (14) days of delivery, we will work with you to provide a fair resolution. Approved claims may be resolved through a  store credit or a refund, at Koi Fish USA's final discretion.

Our philosophy is simple: if something isn't right, we want to know about it. We believe in treating our customers fairly and will always make every reasonable effort to resolve legitimate issues.

How to Submit a Guarantee Claim

If a koi covered by our 14-Day Health Guarantee dies within fourteen (14) days of delivery, please contact us as soon as possible.

To allow us to review your claim promptly, please email the following information:

  • Your order number.
  • The date the loss occurred.
  • Clear photographs of the deceased fish. Fish must be recognizable.
  • A photograph of the fish in your pond or quarantine system, if possible.
  • Current water test results, including:
    • Ammonia
    • Nitrite
    • Nitrate
    • pH
    • KH
    • Water temperature
  • A brief description of the issue, including any symptoms you observed and when they first appeared.

Providing complete information with your initial claim allows us to evaluate your request much more quickly.

Claims cannot be reviewed until the required photographs and supporting information have been received.

Shipping & Live Arrival

Every koi is carefully inspected and professionally packed to arrive in excellent condition.

Please inspect your shipment promptly upon delivery.

If a fish arrives deceased (Dead on Arrival), contact us immediately and provide clear photographs of the unopened shipping bag and the fish before disposal. Additional photos of the fish outside the bag are also required.

While we take every precaution when shipping live fish, delays caused by weather, carrier service interruptions, incorrect shipping information, missed delivery attempts, or other circumstances beyond our reasonable control may affect guarantee eligibility.

Caring for Your New Koi

Moving koi from one environment to another naturally creates stress. Proper acclimation and maintaining excellent water quality are essential to helping your new fish thrive.

We recommend:

  • Proper temperature acclimation before releasing your koi, following the instructions included with your shipment.
  • Maintaining excellent water quality.
  • Monitoring new fish closely during their first several weeks.
  • Whenever practical, observing new arrivals separately before introducing them into an established pond.

Every pond is unique, and the long-term health of koi depends on many factors outside of our control, including water quality, filtration, temperature fluctuations, stocking density, parasites, predators, and overall pond management.

Introducing any new fish into an existing pond carries inherent biological risks, whether the fish are purchased from Koi Fish USA, another dealer, or another hobbyist. While quarantine is considered a best practice within the koi hobby, each customer must decide the introduction method that best fits their pond and management practices.

Because Koi Fish USA has no control over a customer's pond environment or how new fish are introduced after delivery, we cannot be responsible for illness, disease transmission, or losses involving pre-existing fish or other aquatic livestock. Likewise, our 14-Day Health Guarantee does not extend to medications, treatments, veterinary expenses, consultations, water quality corrections, or any other costs associated with an existing pond or fish population.

If you notice your new koi acting unusually or showing signs of illness, please contact us as soon as possible. In many cases, we can help identify potential issues and recommend a course of action before they become more serious.

Customers who choose to introduce new koi directly into an established pond without an observation or quarantine period acknowledge the inherent biological risks associated with mixing fish from different environments.

Returns & Refunds

Because live fish cannot be safely returned or resold, Koi Fish USA does not accept returns of live koi.

Our 14-Day Health Guarantee is designed to protect your purchase should a covered issue arise after delivery.

Fish Appearance

Koi are living animals that naturally develop and change as they mature.

Color, pattern, body shape, and size may change over time.

Photographs represent each fish as accurately as possible at the time they are photographed but are not a guarantee of future coloration, pattern development, body shape, or size. Some fish may change between the time they are photographed and the time you receive them.

Limitation of Responsibility

Koi Fish USA's responsibility is limited to the remedies provided under our 14-Day Health Guarantee.

We are not responsible for losses resulting from water quality issues, equipment failures, power outages, weather events, predators, accidents, fish jumping, disease introduced from outside sources, or other circumstances beyond our reasonable control.

To the fullest extent permitted by law, Koi Fish USA shall not be liable for indirect, incidental, consequential, or special damages, including but not limited to the loss of other fish, treatment expenses, pond damage, veterinary costs, lost profits, or other related expenses.

Website Orders

We reserve the right to refuse or cancel any order due to inventory availability, pricing errors, suspected fraud, or other circumstances that make fulfillment impractical.

Prices, availability, and product information are subject to change without notice.

Right to Refuse Service

Koi Fish USA is committed to treating every customer fairly and honoring our policies in good faith.

We reserve the right to refuse or cancel orders, deny future sales, or deny guarantee claims in cases involving suspected fraud, abuse of our guarantee program, intentional misrepresentation of claim information, abusive or threatening conduct toward our employees, or other violations of these Purchase Policies.

Nothing in this section limits a customer's rights where prohibited by applicable law.

Governing Law

These Purchase Policies shall be governed by the laws of the Commonwealth of Pennsylvania.

Any dispute arising from a purchase made through Koi Fish USA shall be resolved in a court of competent jurisdiction located within the Commonwealth of Pennsylvania, unless otherwise required by applicable law.

Questions?

We believe great customer service continues long after your order arrives.

If you have any questions about your koi, your order, or these Purchase Policies, we're always happy to help. Please contact us, and a member of our team will be glad to assist you.