Shipping & Refunds

SHIPPING POLICY

At Ascend Koi Culture, we treat every live koi with the utmost care. To protect the health of your fish, all live koi are shipped via overnight express or specialized air cargo in temperature-regulated, oxygen-charged packaging.

Shipping Rates: Rates are calculated at checkout based on destination and box size/weight.
Weather Safety Holds: For the safety of the fish, we monitor transit weather closely. If extreme heat or cold poses a threat, we will hold your shipment until a safe transit window opens.
Delivery Commitment: Someone must be available to receive and unpack the shipment on the scheduled delivery date.

RETURN & EXCHANGE POLICY

Due to strict biosecurity protocols and the nature of live animals, all koi sales are final. We do not accept physical returns or exchanges once a koi has left our facility.

Live Arrival Guarantee: We guarantee your koi will arrive alive and in good health.
Filing a Claim: In the rare event a koi arrives DOA, you must contact us within 2 hours of delivery with clear photos and video of the fish inside the unopened, sealed shipping bag.
Resolution: Approved claims will be compensated via store credit or replacement (excluding shipping fees).
Exclusions: The guarantee is void if delivery fails due to an incorrect address, if the box is left unattended, or for losses occurring after the fish is released into your pond.