Shipping Information

Summary:

• Typically koi ship out on the following Monday

• 24-hour preparation required

• Sick or injured fish will not be shipped

• Fish can be held for up to 14 days from date of purchase

Shipping Process:
We make every effort to ship every order with as little risk possible.
Each order is prepared in advance to ensure the selected fish are healthy, disease free, without injury, and behaving normally.
Once normal behaviors and good health are observed we withhold food for up to 24 hours to reduce bio-load while in transit.
On the day of packing we begin by adding an ammonia/nitrite/chlorine remover to half pond water and half freshwater.
Please note some tannins may still be present.
The selected fish are gently netted and confirmed as correct referencing the order.
Once confirmed they are gently placed inside the first holding bag with plenty of aeration.
Normally we use heavy duty holding bags with 2 to 3 layers wrapped with extra wide bands to prevent leaks.
Our shipping strategy includes using only the highest quality of materials and best practices/methods available in the industry.

Shipping Timing:
We allow for up to 14 days lead time from the date of purchase. Although fish can be shipped on the next Monday with as little as a 24 hours notice, we like to be as flexible as possible for our customers to prepare and make arrangements for a successful delivery. Feel free to reach out to us if you have any concerns or questions about our shipping times and process.

Weekly Shipping Schedule:
Monday - Packing Starts 12-3PM, Carrier Drop-off 5-6:30PM, Tracking Provided
Tuesday - ***Special Requests Only, Packing Starts 3PM, Carrier Drop-off 5-6:30PM, Tracking Provided
Wednesday - ***Special Requests Only, Packing Starts 3PM, Carrier Drop-off 5-6:30PM, Tracking Provided
Thursday - ***Special Requests Only, Packing Starts 3PM, Carrier Drop-off 5-6:30PM, Tracking Provided
Friday - None
Saturday - None
Sunday - None

Losses/DOA:

In the rare occasion you experience a loss of a fish during delivery, please contact us within 2 hours of your delivery time. Delivery time is based on when the carrier drops off the package and records a status of delivered. We have a 100% live arrival guarantee which extends into the first 2 hours of receiving the fish. Please understand it is the customer’s responsibility to be prepared to receive their koi at the time of delivery. Failure to promptly contact SQA, unbox the fish, or returning to sender may result in voiding this live arrival guarantee. Our packaging and shipping practices are industry standard. We will refund the cost of a lost fish according to this policy. Please keep in mind that costs associate with shipping cannot be refunded unless covered by carrier insurance claims.