Willow Pond Koi Guarantees the Live Delivery of Koi and Goldfish. We ship Tuesdays, Wednesdays & Thursdays using FedEx and we have a proven system of packing fish that ensures their safe arrival to your door. We will provide you with an order confirmation email containing your purchase information & your tracking number.
Shipping conditions are beyond our control after we enter a package into the FedEx system. Problems do sometimes occur and on occasion these problems can lead to fish loss.
Fish that arrive dead will have the purchase price refunded as store credit, minus the shipping cost.
What to do if your delivery is late or fish arrive dead:
Record time that the box arrived if you know the delivery is going to arrive late. Open box carefully while FedEx driver is still present. If the box is damaged or the fish are dead request a claim form from the driver. Follow instructions per form. Make sure to take pictures, as Willow Pond Koi and FedEx will need these for proof of damage.
You must notify Willow Pond Aqua Farms by email WITHIN 2 HOURS of receiving the fish.
Include in your email: Time of delivery, note any visible damage to the box and attach a photograph of the dead fish with the Caudal Fin removed.
Store credit will be issued for Koi & Goldfish that arrive dead. Live fish cannot and will not be sent back.
Pricing is subject to change without notice. Willow Pond Aqua Farms reserves the right to adjust the size of the shipping box and the number of fish per box.