Live Arrival Guarantee

Although we take every measure possible to ensure that your koi arrive at your doorstep alive and healthy, the occasional DOA is inevitable.  For this reason, we offer an industry-leading Live Arrival Guarantee to ensure that you can shop with peace of mind, knowing that you will always be covered.

• Our Live Arrival Guarantee extends for up to 24 hours after the arrival of your shipment.  The arrival time of your shipment is determined by the time displayed on the UPS tracking info.

• The full cost of the item will be refunded for any koi that are Dead On Arrival, or any koi that expire within 24 hours after arrival.

• In order to file a claim, please take a digital photograph of the deceased koi, and email the photograph to This e-mail address is being protected from spambots. You need JavaScript enabled to view it .  Be sure to include in the email your eBay username and the eBay item number for each DOA.

•  We will respond to your email to confirm receipt of your claim, and a refund will be issued within 24 hours.