Returns are accepted for 30- days after purchase. To be eligible for a return your item must be new, unused, in the same condition that you received it, and in the original packaging. Several types of goods are exempt from being returned like perishable goods such as food, plants, and medicines which expire and cannot be returned. Other items which are non-returnable include custom pr personalized products, gift cards, or live animals such as fish or turtles.
To complete your return we require proof of purchase and an Return Merchandise Authorization (RMA) number. Please do not send your items back to the manufacturer or to Wholesale Koi Farm without an RMA #.
In certain situations partial refunds will be granted (if applicable)
- Item was delivered a freight shipment
- The item was special order
- The item is returned more than 30-days after delivery
- Merchandise that has been opened from original packaging
- Any item not in its original condition or is damaged by customer
- Any item missing parts (not due to our error).
One an item has been returned, received and inspected, an email will be sent notifying you that your return has been received. Within this email you will also receive notification if the return is accepted or rejected along with the reasons. All refunds will be automatically applied to your original payment method.
If you returned an item and haven’t received a refund, keep in mind it may take up to 3 business days for a refund to be processed by the credit card company and posted to your account.
We exchange items if they are defective or damaged during shipment. If an item is received damaged, please send us an email at email@example.com with your name, order number, and a picture of the damage. It may be necessary that you complete claim forms with our shipping company while the item is replaced. Emails must be received within 48-hours of delivery.
When returning your product, you should mail it to:
Wholesale Koi Farm
930 7th St.
Norco, CA 92860
You are responsible to pay for return shipping costs when returning an item. Shipping costs are also non-refundable which includes the original cost of shipping the item to you as well. We recommend that all items returned have a tracking number and or insurance. We have no way to guarantee we receive your return.
Wholesale Koi Farm ships all products to the address provided when payment was made. Typically items in stock ship the same day as the order was placed; however, there is a cut off time of 3:00 p.m. If you need a shipment rushed please send an email to firstname.lastname@example.org and or call us at 619-630-0823 or 951-329-2734.
Shipping Rates and Delivery Times
Shipping rates are displayed at the time of check out. Delivery time varies based on your location. Typically you can expect delivery in 2-5 days from the date of order (excluding Alaska, Hawaii, Puerto Rico, and Virgin Islands). One an Item is shipped you will receive an email with the tracking information. Wholesale Koi Farm is not liable for any damage that occurs during shipping. Please contact us if you would like insurance added to your shipment. If you receive an item and it is damaged please contact the carrier to file a claim. You may also contact us and we are happy to assist you.
Customs, Duties and Taxes
If shipment is made outside the United States, all customs, duties and taxes are the responsibility of the buyer.
Unable to Deliver as Addressed/Failure to Deliver
If an item is returned to us as “Unable to Deliver as Addressed” when the label matches what you provided when ordering will have our original shipping costs, plus return shipment costs deducted from the refund. Reshipment will require payment of new shipping costs. Please be sure to check the address you enter when checking out and making payment.