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General Shipping
Shipping costs will be automated during checkout. Customers are subject to additional charges/refunds.
We will always recommend Priority Overnight/Next Day for all live fish orders. Shipments are sent directly to your door unless requested otherwise.
All orders may take up to 2 business days to process (excluding Monday - not a business day). We ship live fish orders Monday-Wednesday with exceptions around holidays. Orders processed Tuesday-Saturday may not ship until the following Monday. Orders received between Sunday and Monday mornings will ship based on the volume of shipping on Monday. Therefore, they may ship out Monday or Tuesday.
Free2Day Shipping: Orders that are placed as Free2Day shipping can ship Thursday as a Saturday Delivery if applicable to the shipping address. Please note: not all areas are Saturday eligible. For more information on how Free2Day works, please visit How does Free2Day shipping work?
A shipping confirmation containing tracking information will automatically be sent to you only with a provided email. (If you checkout with a phone number, tracking information may not be sent.) If you have questions regarding what day your order will ship out, you can call 714-696-8882 or email us at Sales@KingKoiGoldfish.com.
NOTE: Dry goods may not ship with live animals or wet goods and are subject to separate shipping charges.
Packaging - We can accommodate most special requests or instructions when it comes to packaging. If your requests add weight or increase the box dimensions, you will be responsible for the increase in shipping costs. Any additional costs incurred beyond the normal packing costs will also be your responsibility. Please contact Sales@KingKoiGoldfish.com for such requests.
Specific Delivery Days - We can accommodate most specific delivery days as long as it is within 7 days of the regular delivery date.
Live on Arrival Guarantee
I guarantee my fish will arrive alive. *you must be available to receive the package the day of delivery.
If a fish expires in transit, I will replace the fish, however, you will be responsible for the shipping costs. The replacement fish must be of equal or lesser value than the initial purchase. Proof of DOA will be required for successful claims. Replacements will be credited in the form of store credit or replacement option only.
We are not responsible for the mishandling of your package during transport or any late deliveries. Once the package is in transport, we will not be held liable for any damages to the package. We most certainly may help redirect you to the carrier responsible.
UPDATE 9/30/2020: Arrival times of all packages are ESTIMATED. We do not guarantee FedEx will meet their commitments. In our attempts to provide the best rates, our negotiated rates are non-refundable for late deliveries. Please note that FedEx customer service representatives do not have access to our account and may provide incorrect information. With COVID-19, FedEx has suspended their money-back guarantee for all express shipments.
https://www.fedex.com/en-us/service-guide/money-back-guarantee.html
Please visit https://www.fedex.com/en-us/service-alerts.html for updated service alerts.
IN ORDER FOR US TO HONOR A DOA CLAIM, YOU MUST CONTACT US WITHIN 2 HOURS OF THE PACKAGE BEING DELIVERED (WE WILL USE THE TIME PROVIDED BY THE CARRIER ON THE TRACKING).
Please create a New Support Ticket above and upload a picture for us showing the loss (it can just be a picture taken with your smart phone). If approved, we will coordinate with you to replace the fish with a fish of similar color and size, AT OUR DISCRETION. You will still be responsible for any shipping costs associated with the replacement. We work very hard to make sure that you receive your fish alive.
Combining Orders
If you would like to combine orders to ship out together, please checkout as you would normally and let us know that you would like to combine this order to your previous order in the 'Special Requests' section of the cart (screenshot below - Figure A). Including your previous order number[s] would be greatly appreciated. Requests must be made within 72 hours of the scheduled ship date.
You can also use the code "Combine" to remove shipping charges and we'll ship out with your existing order!
Note: Combining orders can incur additional shipping costs. Please select the free shipping option after your initial purchase to complete the transaction.
Figure A
Lost, Stolen, Late or Damaged Packages
King Koi Goldfish always recommends that the buyer be available for delivery to prevent theft and extreme heat conditions during the summer months.
King Koi Goldfish is not responsible for any late or stolen packages. However, if your package is not delivered at the expected time, please notify us immediately so we can help you find your order.
Lost packages will not be replaced or refunded by King Koi Goldfish.
Please document and immediately notify us in the event of a damaged box. In the unfortunate case that there is fish loss, we will need pictures and documentation to issue a refund to you and to file a claim with the shipping carrier.
Wrong Fish Delivered
In the event that you are shipped the wrong fish, we will refund you the cost of the fish and shipping and you get a free fish. Or, if the fish is still in store, I will reship you the correct fish at no cost to you and you get a free fish. I ask that you do not ship the fish back as it is too much stress for the fish.
Shipping Procedure - Goldfish
In an effort to minimize stress on fish during the shipping process and ensure the safety of the fish, we have a standard shipping process that every fish must go through before cleared to leave the facility.
Fasting - Once an order is received and payment is complete, the fish will be moved to a holding tank where food will be withheld for up to 3 days prior to shipping. We fast all fish prior to shipping to minimize waste produced by the fish during their journey in the bag. With no filter and very little water, the environment can become toxic in a very short time if no precautions are taken. Please plan ahead and account for fasting.
Shipping Days - Routine shipping days are Monday- Wednesday. Exceptions can be made for Thursday and Friday shipping if Saturday delivery is an option (additional cost). The reason for a Wednesday cut off is as a precaution against delayed sorting at the transport carrier facility. For example, if a box is shipped Thursday for Friday delivery and there is a delay at the sort facility, the box won't be delivered until Monday, the fish will most likely expire before delivery.
***Free2Day Orders will continue to ship on Thursday as Saturday deliveries if eligible. Please note that not all regions will service Saturday deliveries. For more information, please contact support@kingkoigoldfish.com.
Packing and Insulation - Our boxes are designed to meet shipping standards. Every box is clearly labeled “Live Fish” and have directions arrows placed for fish safety. Fragile labels are also affixed. We use corrugated cardboard boxes with thick foam insulation to protect and regulate temperature. An additional waterproof liner is added to meet shipping standards and keep water in the box in the event of a leak. Every fish is double/triple bagged and bags are filled with pure oxygen. If additional cushioning is needed, we will pack with bubble wrap or other cushioning products for the safety of the fish. Because of the care and expertise with which we pack our fish, we lose less than 1% of shipped fish.
Shipping Procedure - Dry Goods
Live fish and dry goods will generally not be shipped together. Dry goods may have sharp edges that can puncture or cut the bags. Free Shipping on dry goods will ship via USPS (3-5 business days) or 2 Day via FedEx. Shipping methods during checkout will reflect fish and plants when combined in your cart.
Fish Health
The health and safety of your fish are of upmost importance. As such, there is a chance a fish selected will not be healthy enough to ship. In this case, I will refund you the entire cost of the fish and shipping. If the fish is a part of a larger order, your fish cost will be refunded. We will contact you to discuss your options.