Willow Pond Koi Farm – Shipping & Returns
Live Pond Fish Shipping Arrival Guarantee
Unfortunately, and very rarely, koi and other pond fish can die during shipment. While rare, this is usually due to conditions beyond our control. If this happens to you and you have not yet opened the plastic shipping bag in which the fish was shipped or let it into your pond, water garden, or aquarium, we will be happy to refund you the cost of the dead fish only (i.e. DOA). If the fish shipping bag has been opened or the fish have been let into your pond, water garden, or aquarium, no refund or credit is possible.
Required Procedure for DOA Fish Refund or Credit
To arrange a DOA refund or credit, you MUST complete the following steps:
- Take a clear photo showing the dead fish INSIDE the shipping bag, showing that the bag is still intact and has never been opened.
- Email the photo along with your name, shipping address, and telephone number at which we can reach you to firstname.lastname@example.org with eight hours of the actual receipt of the fish.
- Indicate in your email what you would like to do; e.g. refund, credit, or exchange.
With over two decades of service to Koi enthusiasts throughout the United States, we are committed to providing healthy Koi. For more information about our Koi, supplies, and other products and services we invite you to call us at (585) 394-5890 Monday-Friday between the hours of 9:00am – 5:00pm eastern time. You may also contact us using the convenient contact form located here.