SHIPPING POLICY
SHIPMENT INSPECTION GUIDELINES
Upon delivery—especially when receiving live fish—please inspect your shipment immediately and thoroughly before signing the delivery receipt. If you notice any visible damage:
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Note the damage on the delivery receipt.
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Inform the driver if they are present at the time of delivery.
This step is critical. If damage is not reported at the time of delivery, you may be held responsible for any resulting issues.
If your order arrives damaged or if you notice any dead fish, please do not open the bag before taking a video and photos. Send those photos to us via text at 346-828-8991 or by email at kenle@infinitykoifarm.com. We will provide a 100% refund under our "Live Koi Arrival Warranty." Once the damaged fish or dead fish have been added to your pond, we can no longer take responsibility.
If damage is observed, contact UPS immediately at (346) 828 – 8991 to initiate a claim. While we are happy to assist, our ability to support your claim is dependent on UPS being notified promptly. Once a package is signed for and marked as being in “Good Condition,” we cannot assume responsibility for damages.
All Koi under 24 inches (59 cm) can be shipped via UPS or Southwest Cargo. For Koi 25 inches (60 cm) and larger, shipping is available only through Southwest Cargo to ensure safe arrival.
WHEN YOU CHECK OUT
THERE IS TWO OPTIONS FOR DELIVERY OR PICK UP.
WHEN YOU PICK UP AT SOUTHWEST CARGO
FIRST TIME , NO WORRIES ! JUST SHOW THEM ID AND RECEIPT.
RETURNS & CANCELLATIONS
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Refused Deliveries: Customers who refuse a shipment after dispatch will be charged for all related shipping costs (to and from the delivery address), as well as a restocking fee.
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Order Cancellations: If an order is canceled after it has shipped, the customer will be responsible for both the outbound and return shipping charges, along with a restocking fee.
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Non-Defective Returns: Returns due to reasons other than defects (e.g., change of mind) will incur shipping costs both ways. These are the responsibility of the customer.
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SHIPPING METHODS & SCHEDULE
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If an order is canceled within 24 hours, a full refund (100%) will be issued. For cancellations made after 24 hours, a 20% restocking fee will apply.
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To ensure your koi arrive in the healthiest condition, we quarantine each fish for 7 to 10 days after your order. This extra care helps us deliver strong, healthy koi to your pond. If you prefer expedited shipping, we can ship your koi without the quarantine period. However, please note that skipping quarantine may affect the fish’s health, and we cannot guarantee their condition upon arrival.
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Live Koi: All live fish are shipped via UPS Next Day Air®, UPS Next Day Early®, or Southwest Air Cargo to ensure their health and safe arrival.
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Koi Products (e.g., food, pond supplies): Most orders ship the next business day, excluding weekends and holidays. UPS Ground is our standard method unless an alternative is requested.
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We ship koi from Monday to Thursday only—no shipments go out on Fridays, weekends, or holidays to ensure the fish are not delayed in transit. You're welcome to choose your preferred shipping date—just email or call us in advance. If you need to reschedule, we're happy to help coordinate a new shipping day.
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At this time, we do not ship to Hawaii, Alaska, or Canada.
PAYMENT METHODS
All orders must be prepaid via credit card prior to shipping.