Policies
Shipping & Returns
Everything you need to know about delivery timing, live koi shipment care, order issues, and how returns are handled at The Golden Koi.
Shipping
How orders are handled
We take extra care when preparing each order, especially live koi shipments. Order timing, packaging, and delivery coordination may vary based on fish health, weather conditions, and destination requirements.
Order processing
Most in-stock dry goods orders are processed within 1–3 business days. Live koi orders may require additional coordination to confirm readiness and safe transit windows.
Delivery expectations
Shipping timelines depend on product type, carrier service, and destination. Tracking details are shared when available so you can monitor your order from dispatch to delivery.
Shipping and returns FAQ
Quick answers to common questions about shipping, live arrival concerns, damaged items, and return requests.
Where do you ship?
We currently ship to eligible service areas supported by our carriers and live animal handling process. If you have questions about your location, please contact us before ordering.
How are live koi shipped?
Live koi are packed with care using methods designed to support fish safety in transit. Shipment timing may be adjusted when weather or carrier conditions could affect animal welfare.
What if my order arrives damaged?
If a non-live item arrives damaged, contact us promptly with your order number and clear photos of the product and packaging so we can review the issue and help with a resolution.
Can I return live koi?
Because live koi are perishable and require specialized handling, returns are generally not accepted once shipment has been completed. If there is an issue with your order, reach out right away so we can review the situation.
Can I return unopened supplies?
Unused, unopened non-live products may be eligible for return within a reasonable review period, subject to condition and approval. Return shipping costs may apply unless the item was sent in error or arrived defective.
How do I start a return or report an issue?
Please use our contact page and include your order number, the item details, and any helpful photos. We will review your request and respond with next steps.