Shipping policy

Shipping & Returns Policy

This page has two parts. The first covers pond supplies (koi food, treatments and water care). The second covers live koi, which ship under their own rules.

Part 1 — Pond Supplies, Koi Food & Koi Care

Free shipping on orders $149 and up. Orders of $149 or more (before tax) ship free by ground to the 48 contiguous states. Orders under $149 ship for a flat $15. Free shipping does not apply to oversized or heavy items — anything over 35 lb, pumps, filters, UV sterilizers, pond liner and similar bulky goods. Those show a calculated carrier rate at checkout, or you can choose free pickup at our Miami store.

Processing and transit. Supply orders ship Monday through Friday. Orders placed by 12 pm ET usually ship the same or next business day. Most packages arrive within 2 to 5 business days by UPS or USPS Ground. You'll get a tracking number by email when your order leaves.

Alaska and Puerto Rico. Rates are calculated at checkout. Some medications and treatments cannot be shipped outside the contiguous US. Contact us before ordering if you're unsure.

Hawaii. Hawaii is turned off at checkout for now. We can deliver to Oahu — contact us before ordering and we will arrange it.

International supply orders. We do not quote international rates at checkout. If you need supplies shipped outside the US, contact us and we will arrange it.

Free local pickup. Choose pickup at checkout and we'll have your order ready within one business day. Pickup hours are 10:30 AM to 5:30 PM, seven days a week. Please pick up within 7 days.

Ordering koi and supplies together. Fish and dry goods ship separately. Supplies go out on the schedule above; koi follow the live-fish shipping process below. Supplies do not count toward the Tosai free-shipping threshold, and koi do not count toward the supplies threshold.

Damaged in transit. If your order arrives damaged, email us photos of the box and the product within 48 hours of delivery and we'll send a replacement or refund at no cost to you.

Returns on supplies. Unopened items in original packaging can be returned within 30 days of delivery. Opened food, medications and water treatments cannot be returned. See our Refund Policy for details.

Part 2 — Live Koi

Shipping Schedule

  • We ship koi on Tuesdays and Wednesdays only, so every fish arrives on a weekday and never sits in a carrier hub over the weekend.
  • Orders are shipped on a first-come, first-served basis.
  • Smaller koi may be combined in one box; larger koi may require their own box. Shipping rates are calculated at checkout.

Preparation Before Shipping

  • Once a koi is purchased, it will be moved into a separate quarantine system where it will fast for a minimum of 7 days before shipment.
  • This fasting period is essential to ensure the koi ships safely and arrives healthy.
    • Example:
      • If you purchase a koi on Monday, it fasts for a week and ships 8 days later, on Tuesday, arriving Wednesday.
      • If you purchase a koi on Thursday through Sunday, it ships on the Tuesday after its fast ends (9 to 12 days after purchase), arriving Wednesday.
      • Every koi ships on the first Tuesday or Wednesday after its 7-day fast is complete.

Local Pickup

  • Koi are typically ready for pickup immediately or within 1 business day after purchase.
  • Please call ahead before arriving to confirm your koi is ready.
  • We reserve the right to hold koi for treatment up to 1 additional day if needed.
  • Koi must be picked up within 7 days of purchase. If you need more time, contact us—extended holding may be available for a fee.
  • Pickup hours are 10:30 AM to 5:30 PM, 7 days a week.
  • If you change your mind after purchase, you will receive store credit minus a 15% restocking fee.

Local Delivery

  • We offer local pond delivery in the greater Miami area for an additional fee based on your location. Please contact us to arrange this service.

2. Quarantine & Health

  • All imported koi are quarantined upon arrival and monitored before being made available for sale.
  • Koi are not shipped during quarantine. Only koi that are eating well, active, and in good health will be released for transport.
  • Each koi is visually inspected prior to packing.

3. Live Arrival Guarantee (DOA Policy)

  • We guarantee koi will arrive alive and healthy if you are present at the time of delivery.
  • If a koi arrives deceased:
    • You must notify us within 2 hours of delivery.
    • Provide clear photos/video of the unopened bag showing the koi.
    • Store credit will be issued for the koi's purchase price only (shipping costs are non-refundable).
  • We cannot guarantee koi beyond arrival and proper acclimation, as pond conditions and handling vary.

4. Refunds, Returns & Cancellations

  • All koi sales are final due to biosecurity risks.
  • Once koi leave our facility, they cannot be returned or exchanged.
  • Orders canceled before shipment may incur a restocking fee.
  • If a koi becomes unfit for shipping before departure, you will be offered a replacement or refund.

5. Weather Delays

  • We reserve the right to reschedule shipping in the event of extreme weather conditions (heat, cold, storms, etc.) that may endanger koi in transit.
  • Customers will be notified and offered the next available safe shipping date.

6. Customer Responsibility

  • Provide a correct and complete shipping address and phone number.
  • Be present to receive the shipment at the scheduled delivery time.
  • For local pickup, arrive within your confirmed time slot.
  • Shipments must be received and koi acclimated within 1 hour of delivery.
  • Failure to follow these requirements may void our Live Arrival Guarantee.

7. Cargo Shipping & International Orders (Special Arrangements)

  • For larger koi or bulk orders, we may offer airport-to-airport cargo shipping.
  • Hawaii. Hawaii is turned off at checkout for now, but we can deliver to Oahu. Contact us before ordering and we will arrange it.
  • We do ship koi internationally. We have shipped to the Bahamas many times, and we ship to other Caribbean islands and to South America — anywhere a buyer can legally clear live ornamental fish into their country. International orders travel by air cargo and are arranged by inquiry. They are not available through checkout, and we do not publish international rates.
  • Before contacting us about an international order, please find out what your own country requires to import live ornamental fish. That import permit is what tells us which veterinary paperwork to prepare. Full details are on our International Koi Shipping page.
  • Customers interested in cargo or international shipping must contact us directly to discuss logistics and pricing.
  • Cargo shipments are subject to airline policies and may have different pickup requirements.
  • On international shipments, our Live Arrival Guarantee runs to the point the shipment is handed to the air carrier, and title passes at export. We are not responsible for losses caused by customs delay, refused entry, destination quarantine, or collection delays at the destination.

8. Acclimation Guide

Your new koi has just completed a stressful journey. Proper acclimation is critical for its health and long-term success in your pond.

1. Quarantine First (Recommended)

  • If possible, prepare a quarantine tank with 0.3% salinity (3 lbs of non-iodized salt per 100 gallons).
  • Place the koi in this tank for several weeks. This helps the koi adjust gradually to your water conditions and allows you to:
    • Observe the koi closely for signs of stress or illness.
    • Give it time to regain strength after shipment.
    • Protect your main pond and existing fish.

2. Standard Acclimation (If quarantine is not possible)

  • Float the sealed bag in your pond (or holding tank) for 20–30 minutes to equalize temperature.
  • After floating, open the bag carefully and slowly add small amounts of pond water to the bag every 5 minutes for about 20 minutes.
  • Gently release the koi into the pond.
  • Do not pour shipping water into your pond.

3. Emergency Acclimation (Use with caution)

  • If the koi appears extremely stressed or if there were unexpected shipping delays and the koi seems to be struggling, you may need to release it immediately into your pond without acclimation.
  • This is risky and should only be done if you are absolutely sure the koi will not survive further acclimation.

4. Aftercare

  • Keep pond lights off for the first evening.
  • Do not feed koi for at least 24 hours after arrival.
  • Observe the koi closely over the following days.