Live Arrival Guarantee

Best Koi Direct’s Live Arrival Guarantee

We guarantee live arrival of your fish as well as 14 days after arrival! If there happens to be a DOA (Dead On Arrival), please submit a picture of the dead fish in it’s unopened original packaging and we will refund the purchase amount of the fish. The claim must be received within 3 hours of receipt from carrier. If the DOA is caused by UPS (crushed box, etc.) please contact us.

Be sure to correctly acclimate the fish upon receipt. Please count and be sure all your fish are accounted for before releasing into your pond!! After checking the order, you may simply float the bag on your water for 15-20 minutes to adjust water temperature then scoop the fish out into their new home. Do not add pond water to the shipping bag as that will cause a spike in ammonia.

Once you have released your fish into their new home, they may exhibit strange behaviors such as rapid swimming, laying on the bottom of the pond, swimming in circles, etc.  Typically, this is normal following the stress from shipping and they should calm down within a few days. Once your fish are accustomed to their new home and are eating, you should continue to feed them periodically depending on the weather.  Please visit our FAQ page for more information.

We are NOT responsible for your package if you are not home to receive the delivery.  You will receive a confirmation email with tracking information so you will know when your package will arrive.  Please be home to receive the package so you can account for all the fish ordered and acclimate them into their new home.

Our goal is to have 100% customer satisfaction! If you are in any way unsatisfied with your purchase or experience, please contact us and let us make it right!

We greatly appreciate you taking the time to browse the BEST quality Koi online.