Shipping & Returns

Shipping

Our primary carrier is UPS ground to U.S. continental state from our Florida warehouse. Free shipping for orders $100+ unless a product states in its product page that a shipping fee applies.

For international shipments only select items can be shipped due to import restrictions

To make an order with a destination outside of the contiguous U.S. (like Alaska, Hawaii, U.S. territories, or international countries), please email info@kodamakoifarm.com or call +1 (833) Koi Love (1-833-564-5683) so we can give you a shipping cost estimate.

Please note that the shipping rates for most items we sell are weight-based. To reflect the policies of the shipping companies we use, all weights will be rounded up to the next full pound.

Canada Customers

Please note that we currently do NOT ship koi food to Canada due to them being frequently being held up at Canadian customs. Sorry for the inconvenience. 

Hawaii Customers

Due to our supply warehouse being in Florida you will need to pay shipping from Florida for those items being shipped. If we are able to provide cheaper shipping with USPS flat rate we will advise, otherwise we will use the rate based on weight with UPS GROUND.

We only carry MR KODAMA KOI FOOD & NIIGATA WATER BIO BALLS at the farm. We will need to make your order manually according to where the item located – Please contact Customer Service to complete your order.

CUSTOMER SERVICE
TEL: +1 (833) KOI LOVE (1-833-564-5683) 
EMAIL: INFO@KODAMAKOIFARM.COM

MONDAY THRU FRIDAY 7 AM–3 PM

Return Policy

Pre-paid freight and any insurance charges or other costs are non-refundable. Some special order items may not be returned.

You may return most items, in its original condition (cannot be DAMAGED) for a full refund or credit within 15 days of receiving. We will only pay the return shipping costs if the return is a result of our error (you received an incorrect or defective item, etc.). After receiving the item and assessing that it is in its original condition the return will be provided.

Note: there will be a 20% restocking fee on all order items. The restocking fee and the above-mentioned non-refundable costs will also be deducted from your refund. A return will not be provided or a higher restocking may incur, if it is NOT in reasonably original condition (broken package, damaged item etc)

You should expect to receive your refund within four weeks of giving your package to the return shipper, however, in many cases you will receive a refund more quickly. This time period includes the transit time for us to receive your return from the shipper (5 to 10 business days), the time it takes us to process your return once we receive it (3 to 5 business days), and the time it takes your bank to process our refund request (5 to 10 business days).

If you need to return an item, simply login to your account, view the order using the “Complete Orders” link under the My Account menu and click the Return Item(s) button. We’ll notify you via e-mail of your refund once we’ve received and processed the returned item.

And remember: if you need to change any order information, or would like to apply any existing credits to be used toward a purchase or shipping, if applicable, please call or email Customer Service with your name, e-mail address, and order or item number – a team member will be in contact with you.