FAQ

Frequently Asked Questions

Most frequent questions and answers

When will my Koi purchase be shipped to me?

Once a Koi has been paid for, it will go through a quarantine process that can take up to 5 business days. This process is to help ensure the Koi has a safe journey to its new home. We do not compromise on this quarantine and will not make exceptions for expedited requests. We will be in contact with you to arrange the best time to receive your new Koi. Please read our Koi Shipping Policy for more details.

Do I need to be present at time of delivery?

Yes, please be present on the day of delivery as the fish have gone through a stressful journey and need to be tended to in a timely manner. We will work with you as best as we can to make sure we can deliver at a convent time. Please read our Koi Shipping Policy for more details.

Can I Return My Fish?

All fish sales are final, we cannot accept any returns on fish. The health of our system is our top priority and we cannot possibly contaminated our facility with any returned fish. Please read our Koi Shipping Policy for more details.

Do you guarantee live delivery of fish?

Yes, we do guarantee live delivery of fish. If a fish arrives DOA, we will give a full refund on the price of the fish and the cost of shipping in form of store credit. All claims must be made within 2 hours of the stamped delivery time of the shipment. Please be aware that fish may behave or look slightly different once arriving due to the stressors of shipping. Please read our Koi Shipping Policy for more details.

Should I Ship air cargo or Fedex?

This decision is up to you, but allow us to provide some context to help you make your decision. In most cases and for most people air cargo is both the cheapest and safest way to receive your fish shipment. Air cargo requires you to travel to your nearest participating airport which may be inconvenient for some but it allows us to drastically cut down on the time in box for the koi. Some Air cargo shipments can arrive in just a few hours!

FedEx is typically the more convenient option as the fish are delivered straight to your doorstep, but it comes with some drawbacks. FedEx deliveries typically take at minimum 18 hours to deliver which is a considerable longer time in the box for the fish to endure.

Please read our Koi Shipping Policy for more details.

Can you hold my fish for me while I continue shopping?

Yes, we allow for 17 days of holding of fishing after clearing quarantine. When we reach out to you after your purchase please state your desired intention to hold the fish. If you require a longer holding period we will charge $7 per week per fish until the fish are shipped. Please read our Koi Shipping Policy for more details.

Can I ship normal product with my fish order?

Unfortunately not, we prioritize the fish’s health about all and because of such we do not put product in the same box of the fish, no matter the size of the product. All other product ordered at the same time will be shipped in separate boxes, treated as a separate order.

Can I pick up my fish from the nearest Fedex station?

Yes simply put the shipping address as your closest Fedex ship station into the order details and you can pick up there instead.

Should I quarantine my new fish from my current population?

Please read our Koi Shipping Policy for more details.

Can you hold my fish for me while I continue shopping?

FAQ

Most frequent questions and answers

When Can I expect my order to be shipped?

We try our best to get all orders out same day but please do understand that depending on order volume and product availability your order processing may be delayed. You will receive an order confirmation email with shipping details when the order is sent out. Please allow up to 24 hours for the tracking number to accurately reflect updates.

Which shipping services do you utilize?

We utilize a different shipping partners depending on a few factors. For most dry good products your order will be shipped with FedEx or USPS. For oversize freight items we will shop around freight terms to give you the best price possible.

Can I Return product?

Yes. While we try to ensure you are happy with your product by providing information, insights, and personalized service if need be, we understand that you may still not be happy with your products. All returned items must be within 30 days of purchase. If the return window has passed, unfortunately we cannot accept the return. Visit our Return Policy for more details

Do you Ship Internationally?

No, at this time we only ship within the United States.

I have a specific issue but not sure which product I need.

Ponds are tricky, we are happy to help! you can click on the chat icon in the bottom right to speak to a representative or you can give us a call at (949) 494-5107 to speak to one of us.

Do you Price Match?

While we try to be the lowest price around, some products we simply cannot compete with. Please message us or email us to inquiry about a price match request.

FAQ

Most frequent questions and answers

Where is your service area?

We service all of Orange County California. Please take a look at our service map here. While we do not take on jobs outside our service area, we are happy to help you with your service related questions! Click the chat icon in the bottom right to get started.

What does a typical service look like?

Every pond is different but a typical service would involve netting the pond of any leaves and debris, cleaning the leaf basket, assessing the filtration system and cleaning if need be, assessing the health of any UV system, checking on the health of the fish, and checking water chemistry.

Many ponds are more nuanced and require much more specialty based services. Visit our service page for more info

Can product be delivered to me on my service visits?

Yes! if you are part of our monthly service, you get a special account on our website and can choose for us to deliver the purchased product on your next service visit (granted we have stock of the purchased items)

Your Standard Service is Bi-weekly, can I just be serviced once a month instead?

No, unfortunately we do not offer a single monthly visit service. We believe, at minimum, we need to visit your pond or water feature every other week to be able to properly take care of the pond or water feature. Anything less does not allow us to do our job properly.

I'm slightly out of your area but would really like to use your services

Sorry, we do not service outside are area at all. We cannot accommodate any job outside of area no matter the size or urgency of the job.

I want to build a pond! Can you help with that?

Yes! If you are in our service area we would be happy to help you build your dream pond. Please visit our service page and fill out a request form for a design consultation to start!

FAQ

Most frequent questions and answers

What are your store hours?

We are open for store and support M-F 9am-5pm. Saturday from 10am-5pm and Sundays from 11-4pm.

Where are you located?

We are located at 20452 Laguna Canyon Road, Laguna Beach CA 92651.

Can I come by just to look at the fish?

Absolutely. Feel free to come by during our normal business hours to see some of our beautiful Koi swimming around our ponds and gardens.

I have fish I no longer want, can you take them?

No unfortunately we do not buy back or accept donations of Koi. We do our best to create a clean environment for our koi and will not take any risk by adding a potential contaminant into our population. There are various Koi rescue organizations throughout the country, please search your area.

Still need help?

If you still need help, please feel free to contact us. We will get back to you as soon as possible.

Customer Support

949-494-5107

info@lagunakoi.com

Frequently Asked Questions

FAQ

Most frequent questions and answers

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Customer Services

Contact Info

Phone

(949) 494-5107

Address

20452 Laguna Canyon Rd, Laguna Beach, CA 92651

Email

Info@LagunaKoi.com

20452 Laguna Canyon Rd,
Laguna Beach, CA 92651