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.
- 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.