Chagoi – koi #w1021s025

CUSTOMER SERVICE will contact you to confirm your delivery date once your order is processed.

If there are any updates to your koi, you will be contacted before the shipping date.

Your shipping fee will be sent separately, after your koi has been prepared.

Please see the instructions in steps 6 and 7 for more information about processing your order and receiving your koi.

SHIPPING IS NON-REFUNDABLE and subject to CREDIT ONLY, based on cancelled orders or UPS Claim

IMPORTANT: All koi shipments need 5–10 days notice prior to shipping in order to stop their feeding and prepare your koi for a safe journey.

If you postpone the koi further than 7 days from the original date the koi health guarantee will be waived.

Read more about Koi Health Guarantee

Box sizes and UPS shipping fees

Use our Shipping Calculator to estimate your shipping costs and see what more can be added to your shipment.

Note: Additional $25.00 per box for Saturday delivery. Any koi that is over 18.6 inches is shipped by itself in one large box.

Kodama Koi Shipping Calculator - https://www.kodamakoifarm.com/shipping-calculator/

Kodama Koi Farm has been shipping koi for many years and has learned what works best for the safe delivery of your koi. The shipping formula is not absolute.

However, when packing koi, Kodama Koi Farm takes into consideration:

• The condition of the koi

• Water temperature

• Delivery time

Kodama Koi Farm reserves the right to determine how many koi can be shipped in a box. Our 24 hour koi health guarantee is based on our farm's packing recommendation for your shipment. Any request to alter the shipping/packing recommendation requires a waiver of the 24 hour koi health guarantee to be sent to Kodama Koi Farm via E-mail.

If you have any questions about shipping, contact us at:
Phone: +1 (833) Koi Love (1-833-564-5683)
EMAIL: info@kodamakoifarm.com.

THREE SHIPPING OPTIONS

• UPS – US Mainland
• FedEx Interisland – Hawaii Only (see #5: Do you ship interisland?)
• Air Cargo – US Mainland (see #6: Shipping by Aircargo)

UPS DELIVERY (STANDARD)

UPS ships directly to your door! Koi are shipped from Hawaii via UPS Next Day Air.

Depending on your local UPS driver, delivery usually arrives by 12:00 - 3:00 pm.  Please check the estimate arrival time with UPS  by calling 1-800-PickUPS.

You will also receive your tracking number via email from UPS directly on the day your koi ships.

SATURDAY UPS DELIVERY

There is an additional fee of $25.00 per box for Saturday deliveries.

Please note: The Saturday delivery option is not available in all areas. Be aware that UPS hours and operations vary on the weekend. This may cause a shipping delay may result in your koi not arriving until Monday. Because of this possibility, we highly recommend that you purchase insurance for these deliveries. 

KOI INSURANCE (RECOMMENDED)

We now offer insurance on all shipments for an additional fee. At just 6% per $100 of your koi's value

We highly recommend insurance for orders $500+ to cover the additional costs* in case of a delay. (* = koi value only) 

For example, if you buy a koi at $500, you can insure that koi for just $30!

Read more about Koi Insurance.

If you have any questions about shipping, contact us at:
Phone: +1 (833) Koi Love (1-833-564-5683)
EMAIL: info@kodamakoifarm.com

For all Kodama koi, All sales are final.
If a cancellation is made due to customer circumstances, a 20 percent restocking fee will be applied.
This policy applies to all koi, including those purchased during events or sales.

If anything should happen to your Koi within the holding period (i.e.: illness and/or death) NO replacements will be provided. Instead, store credit will be issued towards your next purchase.

Store credit must be used within 6 months from the date of issue, although extensions are given on a case-by-case basis.

As avoiding cross-contamination is a part of a healthy practice in maintaining a clean facility, as well as keeping our beautiful koi as healthy as possible, all koi sales are final. Returns are not accepted. Once a koi leaves our farm and has experienced other waters, they may not be allowed to return for any reason.

At this time we do not ship our koi for sale directly to Mexico. Please cross the border to pick up your Koi at the closest UPS FedEx station inside the US, OR Please contact Tony at High Aqua. He can buy and import Koi from us and then deliver or ship the Koi to you.

Facebook : https://www.facebook.com/highaquamexico
Whatsapp : +526643277251

If you have any further questions, Please contact our office for more information.

It legitimately depends, as each country requires various documents and requirements, one being a health certificate.

Please find out from your appropriate Government Agency what documents are necessary for you to obtain in order to import Koi into your country.

E Komo Mai!

Yes, we can ship koi to the Neighbor Islands!

FedEx Interisland shipments are made on Thursdays only.

Same-Day delivery to your door.

• $45 for each Medium box
• $55 for each Large box

Upon request, you may pick up your koi at your nearest Fedex station.

Air Cargo shipments are made on Thursday & Fridays only.

*Hawaiian Airlines is our primary provider.

All Hawaiian Air Cargo shipments will be sent pre-paid on Kodama Koi Farm’s account. Shipping must be paid prior to shipment.

Shipping charge includes "Handling" Fee = $25 per box

Other providers may be used based on discretion and flight schedule from HNL. To request a different airlines, please provide us with the flight schedule when inquiring.

Hawaiian Airlines availability is based on flights from HNL on THURSDAYS

You may visit Hawaiian Air Cargo for more details

Locations available for delivery include:

• CALIFORNIA (Los Angeles, Sacramento, San Diego, San Francisco)
• OREGON (Portland)
• WASHINGTON (Seattle)
• NEVADA (Las Vegas)
• ARIZONA (Phoenix).

To arrange this shipment method, a two-day advanced notice is REQUIRED. Additionally, our holding policy will also be applied to this service.

Other Airlines

Schedule is based on flight availability. Please provide us your preferred airport in the check out.

You may search for existing flights from HNL to your airport at the links below:

Southwest Cargo

United Cargo

Delta Cargo

Holding Policy

Our holding policy requires customers to pick up their koi shipment within 2 hours after the plane has landed.

Please note: This delivery option is ONLY RECOMMENDED IF YOU HAVE A HIGH VALUE ORDER in which an airport pick-up can minimize risk.

Cost reduction on delivery is significant only if there are multiple boxes. Smaller quantity orders are still suggested to be pick-up at your local UPS Customer Center if travel time reduction is of concern.

See #10: Can I pick up at the closest UPS station?

Yes, it is totally possible!

All pickups MUST be arranged in advance.

Our Address is as follows:

Kodama Koi Farm
c/o Mililani Agricultural Park
94-840 Lanikuhana Ave.
Mililani HI 96789

Please contact us If you have any questions at:
Phone: +1 (833) Koi Love (1-833-564-5683)
EMAIL: info@kodamakoifarm.com.

If the food/supply is able to fit in the same box as your koi, yes, we may ship it together.

The Supply Warehouse and Farm are located in 2 different states.

Primarily, Mr. Kodama Koi Food is the only supply available from the Farm.
Other products that may be available on occasion include Niigata Water Bio and select medicines. Please inquire with Customer Support.

SUPPLY AND OTHER PRODUCTS ARE AVAILABLE AT KODAMAKOISUPPLY.COM

All other food and medicine products will be shipped from the Florida Warehouse via UPS Ground (you may upgrade by request).
We have a good selection of Koi products in the Supply section of our website. Please take a moment to visit our Supplies page.
Also, please look at your shopping cart. If there is space in your box, you will find the link that shows what additional items can fit in the box.

Preferrably, yes!

It is important to open the box and release the koi as soon as possible! The koi surely will be stressed and exhausted from their long journey to their new home.

Absolutely!

This will reduce the travel time and may be beneficial to your koi.

• Make sure it is a UPS Customer Center (not a store)
• Search for your local customer center on UPS.COM / https://locations.ups.com/us/en/
• Provide the UPS address location when placing your order.
• Or send us an email with the address information (EMAIL: info@kodamakoifarm.com.)

Instructions

*Enter your zip code

*Add Filter > Location Type > UPS Customer Center

Example:

Please let us know after winning the auction if you will be adding more koi before paying.

We understand it is important that you combine your winnings to save on shipping costs, therefore we can hold the koi up to 30 days before making delivery.

(See shipping calculator to estimate your box size).

Have you paid for your koi yet ? If not, Please contact Customer Service within 3 days of winning/purchase at:

Phone: +1 (833) Koi Love (1-833-564-5683)

OR

EMAIL: info@kodamakoifarm.com

AUCTION KOI HOLDING RULES

• must be paid within 3 days of winning to ensure koi health guarantee
• if no response is received 1 week after the winning, your koi will automatically be sent back to auction
• consecutive unpaid auctions will result in a restocking fee and temporary hold to the account
• Koi must be shipped within 30 days of winning to ensure koi health guarantee

If you would like to board your Koi (for example, during the winter):

• This is offered only on a case-by-case basis and pond availability
• If approved, the cost is $50/Koi per month (fees are nonrefundable)
• If a Koi becomes ill, we will treat it at no additional cost to you
• NO replacements or refunds will be offered if a boarding Koi loses its color or dies

Contact our office by email or phone to check for boarding availability.

If no delivery date is set within 30 days, the order will be canceled and you will be refunded the total minus the restocking fee (20%).

Our holding policy will be updated 04/15/24

As an effort to stay within the guidelines of our farms health recommendations ensuring our promise to deliver beautiful and healthy Japanese koi. Holding koi in shipment for too long puts the koi at risk.

Kodama Koi Health Guarantee: 

It is very rare that Koi arrives dead.  We import tens of thousands of Koi from Japan every year. We hardly see DOA (dead on arrival). 

However, when delivery gets delayed due to some issues of carriers like UPS, Cargo flights etc., the life of Koi gets in danger.

What Koi Health Guarantee Includes:

• Ensures koi arrive alive
• In the case of DOA, Kodama Koi Farm Will provide store credit of koi value up to $500 per shipment (for value over $500 please purchase KOI INSURANCE)

Valid only if 

• shipment date is within 30 days from date of purchase
•  all safety guidelines were followed. 
• payment was received 3 days after winning auction

Beyond 30 Days, 

Boarding rules apply ($50 per month per koi, no pro-rate)

1. Contact customer support if you are continuing to bid in order to fill your shipment box.
2. If you need help finding koi, you may submit a koi request.
3. Once a delivery date is confirmed, you have 7 days to change your delivery date and the koi health guarantee is void. 

(If the shipping date is postponed beyond 7 days, it will force us to move Koi back to a pond for health reasons from a holding tank. It causes extra stress on Koi. So we highly recommend that the shipping date should not be changed too much…)

Postponed shipments:

1. In the event that KKF postpones the shipment beyond 30 days of the order date, Kodama Koi Farm WILL  honor  24 hour health guarantee/DOA situations
2. In the event that the Customer postpones the shipment beyond 30 days of the order date, Kodama Koi Farm WILL NOT honor 24 hour health guarantee/DOA situations
3. If no delivery date is set within 30 days, the order will be canceled and you will be refunded the total minus the restocking fee (20%).

All koi purchases are final, and shipping charges for koi are nonrefundable.

Once we receive your order, it gets sent to the farm to pull from our big ponds and placed into the shipping area. During this process the farm will check the health status and any changes in the body. If there are any changes since the original picture taking customer service will contact you to confirm that you would like to proceed with the order.

We prepare the Koi and pack them in an oxygenated box for them to survive a standard 24 hour delivery. (Exceptions to UPS delays & Puerto Rico deliveries 2-day transit)

Certain physical changes may occur from the time the koi is packed to when you receive it. During this long travel time, it common that the koi may show signs of illness but not to worry it is just stress.

Here are a list things you may experience:

Looks

• Faded color.
• Black color, especially, may get lighter due to its stress, but it will come back over the time, so no worry.

Behavior

• Under active: No/Minimal movement
• Over active: Jumpy

They are just exhausted and stressed from the long journey. Please maintain the salt level at 0.3-0.5% and provide a lot of aeration. They will recover over the time.

We are unaware of delivery times, as UPS does not provide a guaranteed delivery time. Depending on your local drivers, your delivery may arrive in the morning or late evening.

EXCEPTIONS TO KOI HEALTH GUARANTEE

In the following cases, our guarantee does not apply:

 

• When a koi is shipped after the holding period (special situations are dealt with on case-by-case basis).
• When a koi is not quarantined in a separate tank before being introduced to a new pond (see how to properly quarantine koi).
• When a koi in a customer's tank or pond dies or is injured due to the uncontrollable accidents or incidents such as jumping out of the pond, electrical shortage, predators, etc.

For More Details On Shipping Policy, Click Here!

Our holding policy will be updated 04/15/24

As an effort to stay within the guidelines of our farms health recommendations ensuring our promise to deliver beautiful and healthy Japanese koi. Holding koi in shipment for too long puts the koi at risk.

Kodama Koi Health Guarantee: 

It is very rare that Koi arrives dead.  We import tens of thousands of Koi from Japan every year. We hardly see DOA (dead on arrival). 

However, when delivery gets delayed due to some issues of carriers like UPS, Cargo flights etc., the life of Koi gets in danger.

What Koi Health Guarantee Includes:

• Ensures koi arrive alive
• In the case of DOA, Kodama Koi Farm Will provide store credit of koi value up to $500 per shipment

Valid only if 

• shipment date is within 30 days from date of purchase

•  all safety guidelines were followed. 
• payment was received 3 days after winning auction

Beyond 30 Days, 

Boarding rules apply ($50 per month per koi, no pro-rate)

1. Contact customer support if you are continuing to bid in order to fill your shipment box.
2. If you need help finding koi, you may submit a koi request.
3. Once a delivery date is confirmed, you have 7 days to change your delivery date and the koi health guarantee is void. 

(If the shipping date is postponed beyond 7 days, it will force us to move Koi back to a pond for health reasons from a holding tank. It causes extra stress on Koi. So we highly recommend that the shipping date should not be changed too much…)

Postponed shipments:

1. In the event that KKF postpones the shipment beyond 30 days of the order date, Kodama Koi Farm WILL  honor  24 hour health guarantee/DOA situations
2. In the event that the Customer postpones the shipment beyond 30 days of the order date, Kodama Koi Farm WILL NOT honor 24 hour health guarantee/DOA situations
3. If no delivery date is set within 30 days, the order will be canceled and you will be refunded the total minus the restocking fee (20%).

Update 7/16/2019:

Currently, we no longer offer shipping to Canada due to the Canadian government's restrictions, which began on April 15, 2019 in response to KHV (koi herpes virus).
That said, we may offer shipping to Canada again in the future - we sincerely appreciate your patience.

Our Kodama Supply Warehouse, located near Fort Lauderdale, FL, actually has a few shipping options available to you:

• UPS Ground:

We ship your items by UPS ground the next business day. Faster delivery such as

overnight, 2nd day, and express saver delivery is also available upon request.

• USPS

We use USPS's various Flat-Rate shipping options.

• Existing Order/Shipment:

We can also add your supply order into your live koi sale shipment as long as it fits inside the box and it does not affect your Koi during the transportation.

Also, please look at your shopping cart. If there is space in your box, you will find the link that shows what additional items can fit in the box.

Our Kodama Koi Farm, located on O'ahu, HI

Primarily, Mr. Kodama Koi Food are the only Supplies available on the Farm. If the food/supply is able to fit in the same box as your koi, we may ship it together. Other products available may be Niigata Water Bio and certain medicines. Please inquire with customer support.

Hawaii Customers, please note: Select supply items may not be available for shipment to your location. We apologize for the inconvenience.

For assistance, please contact Customer Service at:

Phone: +1 (833) Koi Love (1-833-564-5683)
EMAIL: info@kodamakoifarm.com.

Buy koi pond supplies online at http://www.kodamakoisupply.com

Koi are packed and prepared at our farm for UPS by 7:30 AM HST

• Please note: Any changes (such as address change, hold for pick up or delaying) requested for your shipment after 7:30 AM HST can only be made by UPS's approval.

An automated message will be sent via e-mail by UPS to confirm they received the package.

• The e-mail will have your tracking information enclosed BUT will initially show as "DELAYED".

The accurate delivery date will be updated once UPS scans the label at Honolulu Airport.

You may see the corrected delivery date when the UPS planes depart (typically) after 12PM HST.

Another shipment notice will be e-mailed from Customer Support containing a PDF of your package slips and a tracking number

• If you have multiple boxes, you may use 1 tracking number to search for all boxes in your delivery.

If there is any delay or changes made by UPS, they will send you an automatic notice. If Kodama receives the notice as well, we will forward it to confirm you have also been notified.

We now offer KOI insurance on shipments for an additional fee. 

At just 6% per $100 of your koi's value

For example, if you buy a koi at $500, you can insure that koi for just $30!

What does insurance cover?

• Dead on arrival beyond the standard 24 hour guarantee (Read more about koi health guarantee here)
• When there is freight mishandling causing injuries, open wounds etc.

How to pay for insurance?

We highly recommend insurance for orders $500+ to cover the additional costs* (* = koi value only) 

If interested, please specify in the check out area and it will be added to the shipping invoice.

You may also request insurance when the shipping fee invoice is sent to you (a few days prior to the shipping date).

Insurance gives you a NON-REFUNDABLE STORE CREDIT ONLY up to full value of the Koi.

If no insurance is purchased, neither Kodama Koi Farm nor shipping carrier will be held liable for delays in shipment or damages to koi.

Credit will be approved case by case with managers discretion. 

Note: Credit is Non-refundable. Shipping fee is sales final.

How to file a Claim

Contact customer support at info@kodamakoifarm.com with the following media

1) Photos of the shipment box 

2) Video & Photos of the top and both sides of the koi.

Note: Proper receiving methods must be followed & contact must be made as soon as an issue is discovered.

A manager will review your request and a credit note will be sent with approved value.