Sales Policy

Our sales policy is detailed below.

Shipping costs are NOT calculated automatically at checkout.  This is done to help minimize shipping costs for our customers, as multiple items and/or Koi can often be shipped together in a single box.  You will receive a separate PayPal invoice via email for shipping charges shortly after checkout for exact shipping charges for your order.  If you would like a shipping quote, please contact us before purchase. 

Prices are subject to change without notice.

We do not offer wholesale pricing; however, package deal pricing is available on some products for larger quantity purchases. 

Required 8% state sales tax will be applied automatically at checkout for all California residents. California state sales tax is not applied to purchases made by out-of-state customers.

We reserve the right to charge a 20% restocking fee for all cancelled orders at our discretion. This includes both live Koi and pond supplies sold to customers via our online store.

If a purchased pond supply arrives to you damaged in any way, please contact us and we will work with you to arrange a free replacement. If the product is covered by factory warranty (most of our products are), a replacement product can usually be shipped to you for no additional cost.

Buyer may be responsible for any additional shipping costs required for replacement of damaged merchandise.

We highly prefer to receive secure online payments via PayPal only. This payment method protects both the buyer and seller for all transactions, and provides a formal record for our bookkeeping purposes.

Other payment methods are also accepted include cashier’s checks, money orders, and personal checks.

Personal checks received must clear our bank before purchased Koi are actually shipped.

Average hold time for personal checks received is 10 days.

Purchased items and Koi cannot be shipped until personal checks clear our bank, no exceptions.

All live Koi sales are final.

Once your purchase a Koi from our online store, it belongs to you and can not be returned to us for any reason.  Taking a Koi back into our possession would put our other sale Koi at risk, which is a risk we are not willing to take.

All pond supply sales are final.  Exchange only in cases of defective or damaged merchandise.

All Koi sales are final.  No refunds or returns on Koi.  No warranties on Koi beyond our 2-hour live arrival guarantee.  Once your purchase a Koi from us, it is yours and cannot be returned to us for any reason. 

Additional photos and videos of sale Koi are available upon request. All sizes are approximate. To help ensure accurate sizing, all our sale Koi are photographed using a 24" viewing bowl.  Koi larger than 24" are photographed in a 36" viewing bowl. 

We do our best to make sure the Koi you select are the exact same Koi we ship out to you. If a similar Koi is shipped to you in error and is of lesser value than the actual Koi purchased, we will refund the difference in purchase price via PayPal within two business days. If the Koi received in error is of equal or greater value than the actual Koi purchased, we will not offer a refund or replacement. We may offer a credit towards future purchases at our discretion.

If a product purchased via our online store arrives damaged or inoperable, please contact us and we will work with you to get a free replacement product out to you ASAP.  Buyer may be responsible for any additional shipping fees required for free product replacement.

No returns on specialty (non-stock) items, except in cases of damaged merchandise.  A 20% restocking fee may apply.

By purchasing Koi and/or pond supplies from us, you are stating that you have fully read, understand, and accept this policy. If you have any questions or concerns regarding this policy, please visit our FAQ or contact us before purchase.