Live Arrival Guarantee
Your koi is a living thing, and getting it to you safely is something we take seriously. Every fish is quarantined, health-checked, and packed by hand with oxygen — and we guarantee it arrives alive and healthy.
If something goes wrong
It's rare, but if a koi doesn't make it through shipping, here's how to make it right:
- Film a single, non-stop unboxing video showing the sealed bag before you open it.
- Send it to us within 2 hours of delivery, along with your order number.
- We'll sort you out with a replacement or refund the price of the fish (shipping not included).
A few simple things to know
- We can't process a claim without that unboxing video — so please don't skip it!
- Make sure someone's home to receive your koi. We can't cover unattended or refused deliveries, or wrong addresses.
- Our guarantee covers the trip to your door. Once your koi is settled in, pond and water conditions are in your hands, so we can't guarantee health after that.
Because they're living animals, koi can't be returned once they've arrived safely. Unused supplies are easy — send them back within 30 days in original condition (minus shipping) and we'll refund you.