Refund policy

Refund & Return Policy

Live koi

All koi sales are final due to biosecurity risks. Once koi leave our facility, they cannot be returned or exchanged. Our Shipping Policy covers the live-arrival guarantee, pickup windows and cancellations before shipment.

Pond supplies, koi food & koi care

30-day returns on unopened items. Unopened supplies in their original, sealed packaging can be returned within 30 days of delivery for a refund to your original payment method. Original shipping charges are not refunded, and return shipping is at your expense unless the item arrived damaged or we sent the wrong product.

What can't be returned. For the safety of your fish and ours, we cannot accept returns on opened or partially used food, medications, water treatments or test kits, or on frozen or refrigerated products. Sale items and gift cards are also final.

How to start a return. Email info@ponddoctors.net or call 786-304-2352 with your order number before sending anything back. We'll confirm the item is eligible and give you the return address. Items sent back without first requesting a return will not be accepted. Items purchased for local pickup can be returned in store.

Damaged, defective or wrong items. Contact us within 48 hours of delivery with photos and we'll replace the item or refund you, including shipping.

Refunds. We'll let you know once we've received and inspected your return. If approved, the refund goes back to your original payment method within 5 business days; your bank may take a few more days to post it. If more than 15 business days have passed since your return was approved, contact us at info@ponddoctors.net.

Exchanges. The fastest way to get the item you want is to return the one you have and place a new order once the return is accepted.