Conditions of Use

Terms and Conditions:

Sales Policy:

Prices are subject to change without notice and may be different at our store. Order can be done by online or email. We accept Visa, MC, Discover, American Express via Paypal , or money orders.

California residents add 8.75% sales tax.

Shipping Policy:

Most orders will be shipped the next business day. All shipments are generally sent by UPS ground shipping which is most economical, or USPS priority mail unless you specifically request other methods. You can also select UPS second day, UPS three day, and UPS next day if you prefer. Most items will be ship from our distributor’s warehouse in California, some will be ship directly from our manufacturers to you.

Free Shipping for orders over $50 dollar ship within USA 48 states. HI and PR please contact us for additional details.

Return Policy:

SORRY BUT NO RETURN OR REFUND ON FISH. We only guarantee live arrival and you must be present at the time of delivery to accept the fish and sign for it. If the fish died upon delivery we will replace it with another fish of equal value. You must notify us immediately by email, phone, or fax, within 2 hours of delivery in the unfortunate event that the fish died when you received it.

You must also take a digital picture of the fish and email it to us. If photo are taken, send it to us within 1 hour after you have contacted us about the problem. We cannot accept responsibility for shipping delay or damages done by the carrier.

Other non-returnable include chemicals, medications, water conditioners, and pond liners.

The original purchaser has a period of 7 days to return an item and subject to a restocking fee of 25%. NO refund on any shipping and handling costs. Special order items, sales or special deals are also not returnable.

The merchandise must be in resalable UNUSED condition and returned in the original undamaged packaging. All warranty books, instructions manuals, parts and accessories must be included as well as the original box in which the item was shipped.

Customer is responsible for return freight to us as well as the original freight costs except for defective and items shipped in error.

In the event a customer refuses shipment after shipping from us or the factory, the customer will be responsible for all freight charges to and from the shipping location and a restocking fee.

Warranty Claims:

KOI USA does not warranty any product sold in this catalog. All warranties are provided by the original manufacturer. Products returned for warranty consideration must be sent to manufacturer for their evaluation and final disposition. A RGA number must be obtained before sending in a warranty claim.

Waiver:

KOI USA shall not be responsible for any damage caused by shipping delays, use of products, errors in shipping, or damage to personnel, lost income and damage caused by the installation of said products.
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