Effective Date: 12-21-2022

I. Processing Time

At Laguna Koi Ponds, we understand how important it is for you to receive your items as quickly as possible. We strive to process and ship orders on the same or next business day. However, please note that we do not ship or deliver orders on weekends or holidays. Orders made after 2pm PST will be shipped out the following business day. If we are experiencing a high volume of orders, there may be a slight delay in the processing and shipping of your order. We will do our best to get your order to you as soon as possible and appreciate your patience. In the event of a significant delay, we will reach out to you via email or phone to notify you.

II. Free Shipping Policy

We offer free shipping on all orders totaling over $99+ shipped within the continental United States. Please do note some items are exempt from this policy, if one or more of these items are placed into a cart then shipping will be charged one that order at our cost. 

Exempt items:

• All Koi Fish and other Live Fish
• Some bulky and oversized items

III. Oversized Freight

Some items require special oversize freight shipping methods in order to get to you. For these items you will be told at checkout that these items are oversized and we will contact you separately to go over the shipping options available to you. We will always try to get you the lowest freight cost. 

IV. Order Tracking

Once your order has been shipped, you will receive a Shipment Confirmation email with your tracking number(s). The tracking information will be available within 24 hours. 

V. Customs, Duties, & Taxes

Please note that Laguna Koi Ponds is not responsible for any customs, duties, or taxes that may be applied to your order. These fees are the responsibility of the customer.

VI. Damage & Insurance

If your order is damaged during shipping, Laguna Koi Ponds is not liable. However, you have the option to add insurance on qualifying orders. If you do receive a damaged order, please contact the shipping carrier to file a claim. Be sure to save all packaging materials and damaged goods before initiating a claim.

VII. International Shipments

For international shipments, we primarily ship to North America (US and Canada). However, we may be able to accommodate international shipping on a case-by-case basis. Please contact us for a custom quote and note that all international shipments with DHL require a signature. It is the buyer’s responsibility to be aware of and comply with all local regulations, fees, taxes, and fines.

VIII. Return and Refund Policy

Our Return and Refund Policy outlines the options and procedures for returning your order. If an item is returned to us because it was “unable to be delivered as addressed,” the original shipping costs and return shipping costs will be deducted from the refund. If you need to reship the item, you will be responsible for the initial shipment, return shipment, and new shipment fees.