The Packing Process
We pack your Koi fish with Love and Care.
Koi fish are packed in a triple corrugated box with a box liner, two 4mm poly bags, pure oxygen, and use multiple Japanese rubber bands for sealing. Depending on the temperature we will use ice packs to keep the Koi fish cool. The boxes are densely labelled with live fish, arrows up and company labels.
Shipment Time Frames
Koi fish are shipped Monday – Thursday
We prepare and ship the Koi within 5 days of receiving an order. This will greatly reduce the impact of water quality in transit and will keep your Koi healthy.
Shipping Method
Grand Koi offer two shipping options
FedEx Priority Overnight – Fast and delivered to your doorstep. Koi shipped via FedEx typically arrive the following day by 10:30 am.
Delta Airlines – Faster and Safer, but the shipment will need to be picked up at the airport. Grand Koi recommends this method as it involves the Koi reaching you the fastest and also with them being in a box for the least duration of time.
Minimum order for Airport pickup is $2500
Guarantee & Terms
Guarantee of life:
We offer a guarantee for loss of life on Koi fish during shipment. If your Koi fish arrives deceased or excessively damaged from the shipment process we simply request that you send us a photo immediately.
While we do everything we can to minimize the stress and damage of travel on our Koi, we understand that accidents do happen. At Grand Koi we carefully follow a health and maintenance protocol to further ensure Koi health. Prior to any Koi shipment, the Koi are examined to ensure for health and quality before they leave our facility. Once the Koi have been removed from the water that they are packed in and introduced into their new environment responsibility of the Koi is transferred to the customer. Koi must be accepted on the first delivery attempt. If Koi are not accepted on first delivery attempt Grand Koi will not be liable for any death or injury to the Koi.
FedEx Deceased Koi:
If the Koi fish was shipped via FedEx and arrives deceased the customer must submit a claim with FedEx immediately. The tail of the Koi needs to be removed before any pictures are submitted to ensure proof of death. All pictures should be sent to [email protected] via e-mail. By ordering from Grand Koi you automatically agree to the terms of sending notice within three hours of the arrival of your new Koi. As mentioned above all Koi fish shipments must be accepted on the first delivery attempt, if not accepted on the first delivery attempt Grand Koi will not be held responsible or liable for death or injury.
FedEx Excessive Damaged Koi:
If the Koi fish arrives with excessive damage (This does not include stress or split fins from shipping) the customer must submit a claim with FedEx. Pictures and descriptions of damage and injuries to the Koi and the shipping package must be sent to us immediately in order for us to determine the best course of action and also advise you on possible treatment remedies. Also mostly white Koi such as Tancho Kohaku or Platinum Ogon’s can change to a yellowish color during shipping. Please Allow up to 4 weeks for the whites to brighten up again.
Color Change:
Mostly white Koi such as Tancho Kohaku or Platinum Ogon’s may change to a yellowish colour during shipping. Please Allow up to four weeks for the whites to brighten up again.
Replacement or Store Credit:
In the rare case, your Koi fish arrives deceased, upon opening of the shipment, Grand Koi will replace the deceased Koi fish with another Koi fish of equal or lesser value of your choosing. If a replacement Koi fish cannot be chosen for any reason then a store credit for the deceased Koi fish will be issued.
Reminder:
If Koi is shipped via FedEx and you fail to file a claim with FedEx for damages or death within 5 hours of delivery you will forfeit the possibility of refund form Grand Koi.
If you fail to confirm the arrival of your Koi within 3 hours of delivery, all liabilities or damages will be forfeited.
