Most product orders will be shipped the next business day unless it follows on the weekend or holiday. All shipments are generally sent by UPS ground shipping, which is most economical.
Live fish will be ship via UPS Next Day Air, Southwest Air Cargo.
UPS Next Day Air will be ship directly to your house or anywhere in USA you are design.
Southwest Air Cargo, how to pick up a shipment:
Track the air waybill on swacargo.com to verify your shipment has arrived at its destination.
Shipment must be picked up at the cargo facility of the destination airport.
Bring the air waybill number and a government issued photo ID to pick up your shipment.
Customers must inspect all packages, especially fish, when receive them. We cannot assume responsibility for damage if the items have been signed for and accepted as being in “Good Condition”. Failure to do so will result in you being liable for the damaged merchandise and fish.
We take every precaution to ensure that your koi arrives healthy and alive. We use only the highest-quality packaging materials to minimize stress on the fish during transit. However, we understand that shipping live fish can be a little daunting, which is why we offer Live Arrival Guarantee. If your fish arrive dead on arrival, we will issue a store credit for the full cost of the fish. Or you can select another fish of similar quality and price range.
To file a claim for Live Arrival Guarantee, you must document the issue with video/photographs within 2 hours of delivery and email us at info@azkoipond.com for proof. We cannot accept responsibility for shipping delays or damage done by the carrier.
We do not refund the cost of shipping, and due to biosecurity reasons; we cannot accept returns on live fish. If you have any questions, please don’t hesitate to contact us. We’re always happy to help!
Return Policy
NO RETURN OR REFUND ON FISH.
All fish are sold as is and final.
A 25% restocking fee will be applied to cancel live fish order for any reasons.
Fish sex is not guaranteed unless stated. Measurement is +/- 1 inch.
Other non-returnable items include chemicals, medications, water conditioners. Special order items, sales or special deals are also not returnable.
All returnable merchandise is accepted within 14 days of the purchase date. A restocking fee of 25% will be applied except for defective products.
No refund on shipping and handling cost.
Returned merchandise must be in resalable, unused, undamaged, and original packaging.
Acceptance of merchandise is final only after inspection.
The customer is responsible for return shipping to us except for defective merchandise.
