FAQ
Frequently Asked Questions
FAQ
Most frequent questions and answers
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.
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.
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.
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.
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.
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.
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.
Yes simply put the shipping address as your closest Fedex ship station into the order details and you can pick up there instead.
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.
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.
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