Browse these frequently asked questions to quickly find an answer to your issue. This page answers questions about our purchasing and shipping process. For general Koi questions, check out the Koi FAQ.
Can’t find your answer here? Contact Us and receive a response in less than one business day.
How do you ship live fish? Is it safe for the fish?
All live fish are packaged in thick plastic shipping bags. The bags are filled with pure bottled oxygen and water from a deep-well aquifer. The bags are tightly secured with a rubber band, and then placed into a sturdy corrugated-cardboard box. When necessary, an ice pack is added to prevent overheating. The box is sealed with packaging tape and a UPS shipping label is applied. The box then remains in a 62 degree holding room until UPS arrives to pick up all shipments for that day.
Yes, it is safe. Although there is always inherent stress to the fish as a result of the shipping process, the stress is minimal and the risk to the health of the fish is very low. Over 98% of all fish we ship ultimately arrive at their destination healthy and ready for their new pond.
What courier service do you use?
We have an exclusive arrangement with UPS to offer you the lowest shipping costs possible. We use UPS only. No other couriers will be used.
How much does shipping cost?
Shipping costs are flat rate as follows:
$25 Per Shipment – North Carolina and South Carolina
$35 Per Shipment – New York, New Jersey, Pennsylvania, Maryland, Washington D.C., Ohio, Georgia, West Virginia, Kentucky, Tennessee, Virginia
$45 Per Shipment – Alabama, Arizona, Arkansas, California, Colorado, Connecticut, Delaware, Florida, Idaho, Illinois, Indiana, Iowa, Kansas, Louisiana, Maine, Massachusetts, Michigan, Minnesota, Mississippi, Missouri, Montana, Nebraska, Nevada, New Hampshire, New Mexico, North Dakota, Oklahoma, Oregon, Rhode Island, South Dakota, Tennessee, Texas, Utah, Vermont, Washington, West Virginia, Wisconsin, Wyoming
$60 Per Shipment – Alaska, Hawaii (HI residents must possess a valid import permit from the Hawaii Dept of Agriculture, Plant Industry Division.
Do I have to pay shipping for each individual fish?
No, you do not have to pay shipping for each individual fish. Any number of fish can be combined into one shipment, and you still pay only once for shipping.
How long will it take for my package to arrive?
All fish are shipped using one-day service, and will arrive the day immediately after shipped. Most Next Day Air shipments are guaranteed to arrive by 10:30 AM. Some rural areas of the US will only be guaranteed to arrive by End Of Day. To find your guaranteed arrival time, use the UPS Calculate Time and Cost tool for a package originating from zip 27284 and shipped Next Day Air.
Fish food is shipped UPS Ground, and transit times will vary from 1-5 business days, depending on your location.
Can you tell me what time of day my package will arrive?
Most UPS Next Day Air shipments are guaranteed to arrive before 10:30 AM in the delivery time zone. Some UPS Next Day Air shipments to rural areas of the US are only guaranteed by End of Day. UPS Ground shipments are guaranteed by End of Day.
To find your guaranteed arrival time, use the UPS Calculate Time and Cost tool for a package originating from zip 27284 and shipped Next Day Air.
What happens if a fish dies during shipping. Do I get my money back?
Absolutely. Our industry-leading 14 Day Worry Free Guarantee covers all live fish that we sell. If your fish dies, for any reason, during the first 14 days after arrival, then you will receive a full refund. You must provide a picture of the deceased fish in order to receive a refund. You can go to your My Account Page to notify us of your DOA and begin the refund process.
What if a fish arrives alive, but then dies soon after?
You are covered for up to 14 days after the package was delivered, and you will be refunded. Fish that die after the 14 day guarantee window has passed may be refunded at the discretion of Next Day Koi.
What if my fish is alive, but I am unsatisfied with it or have a different problem?
At our discretion, we will refund you for fish that you are unsatisfied with. Go to your My Account page to notify us of your problem and request a refund.
Do you ship everywhere in the US?
Yes, we ship to all 50 states of the US. We do not ship to Puerto Rico or any other US territories, commonwealths or protectorates.
Hawaii residents must possess a valid import permit from the Hawaii Dept of Agriculture, Plant Industry Division.
Do you ship outside of the US?
No, under no circumstances do we ship to Canada, Mexico, or any other country outside of the US. No exceptions.
Will I need to sign for the package?
No. In order to insure that packages are delivered on time, there is no signature required. However, we strongly recommend that you are home to accept delivery and unpack the fish as soon as possible.
What is quarantining? Do I need to quarantine fish from Next Day Koi before adding them to my pond?
Quarantining new koi means to keep them in an independent system, completely separated from your main pond. During the quarantine period, any possible health issues should become apparent.
We recommend that pond owners quarantine all new fish, from any source, for a minimum of two weeks before introducing the new fish to your primary pond. However, the decision to quarantine is ultimately yours to make.
What are Next Day Koi’s quarantine procedures?
Koi from Hazorea Aquatics and Blue Ridge Fish Hatchery are quarantined in completely separate holding facilities. All of our koi are quarantined for a minimum of two weeks before being listed for sale. All koi are monitored closely for any signs of health problems during that time. If any health problems become apparent during quarantine, the affected koi are treated accordingly.
Can items that Next Day Koi has listed on eBay be combined with items from this site for one shipping charge?
No. Under no circumstances will we combine eBay items into a shipment with web items. No exceptions.
Do you have a retail location?
No, we do not operate a retail location.
Do you offer local pickup?
No, sorry, we do not offer local pickup.
What is your phone number?
As a small, independently owned company of only a few individuals, we do not possess the resources to staff a call center and conduct customer service over the phone. We do not have a phone number.
However, we take customer service very seriously, and we are always here to help. Someone is available Monday – Friday from 9 AM – 5 PM EST to answer emails and respond to refund claims. Any inquiries will be answered in less than one business day, typically in less than two hours.
Can I contact you to ask if you have a certain color/variety/patterned fish in stock?
Everything that is currently available for sale is listed on this site, or listed on eBay. If there is a particular fish you are looking for, and you do not see it listed online, we do not have it in stock.
Can you tell me the sex of a particular koi?
It is our current policy that we do not specify or guarantee the sex of any of the fish we sell.
I no longer want the koi that I own? Will you take them? Will you resell them for me?
For bio-security reasons, we never, under any circumstances, bring koi, other than those from our suppliers, into our facilities. We will never take your unwanted koi.
How do I create an account on your website?
Your user account is created during the checkout process of your first order. You cannot create an account before you complete checkout of your first order.
Can’t find your answer here? Contact Us today. Someone is available from 9 AM to 5 PM EST Monday through Friday. You will typically receive a response in less than one hour.