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 14 Day Worry Free Guarantee to ensure that you can shop with peace of mind, knowing that you will always be covered.

  • Our Live Arrival Guarantee covers all fish for up to 14 days after the arrival of your shipment.
  • The full cost of the item minus any discounts you received will be refunded for any koi that are DOA, or any koi that expire within 14 days after arrival. We do not refund the cost of shipping.
  • In order to file a claim, you must first document the issue with a digital photograph.  Then head to your My Account page, find the item or items in question, and follow the instructions for submitting a claim.  Visit the Resolution Center for more information on filing a claim.

Did your fish arrive alive, but you still have an issue?  No worries!  Any problem that you may have can be addressed through the Resolution Center.