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  STORE POLICY  

CUSTOMER CARE

At Ascend Koi Culture, the health and well-being of our live koi and the safety of your home pond are our highest priorities. All koi in our care undergo strict quarantine protocols and biosecurity screening prior to being listed for sale.

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If you have questions about koi health, pond compatibility, feeding, or ordering, please reach out through our Contact Us page or email us directly at info@ascendkoi.com. Our team is happy to assist you before and after your purchase.

ORDER CANCELLATIONS & CHANGES

Because live fish require dedicated preparation, fasting, and health monitoring prior to shipment, orders are processed quickly upon placement.

  • Cancellations: Order cancellations must be requested within 24 hours of purchase and prior to shipment scheduling. Cancelled orders may be subject to a 10% restocking/processing fee to cover handling and transaction processing costs.

  • Finalized Shipments: Once a shipment has been packed or dispatched, the order cannot be canceled, modified, or recalled.

WHOLESALE & DEALER INQUIRIES

We partner with select retailers, pond contractors, and commercial dealers who share our passion for high-grade Japanese koi.

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To apply for a wholesale or dealer account, please contact us via our form with your business name, tax ID/resale certificate, and estimated volume requirements. Our wholesale coordinator will review your request within 2 to 3 business days.

Payment Methods
PAYMENT METHODS

We accept the following payment options at checkout:

  • Credit / Debit Cards (Visa, MasterCard, American Express, Discover)

  • PayPal

  • Offline / Bank Wire Transfers (Required or recommended for high-value individual fish or bulk shipments—contact us directly for wire details)

PRIVACY & SAFETY

Your personal and payment security is paramount to us.

  • Data Protection: We collect essential personal information (such as your name, shipping address, email, and phone number) strictly to process orders and communicate shipment updates. We never sell, trade, or share your private information with third parties.

  • Secure Payments: All online transactions are encrypted and processed through verified, secure payment gateways (such as PayPal and major credit card processors). We do not store sensitive payment or credit card details on our servers.

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