Refund and Shipping Policies
Returns are accepted for 30- days after delivery. 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.
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 #.
Partial refunds will be granted in certain situations (if applicable):
- Item was delivered through a freight service
- The item was a special order item
- 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. Please feel free to call or email for a status.
We exchange items if they are defective or damaged during shipment. If an item is received damaged or you would like to return the item please request an RMA number here. If the item was received damaged, please include a picture with your RMA request.
When an item is damaged during shipping it will 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.
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.
When returning your product, you should ship 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. This time may change without notice due to pending shipments at the time your order is placed.
If you need a shipment rushed please 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. Normally you can expect delivery in 2-5 days from the date of order (excluding Alaska, Hawaii, Puerto Rico, and Virgin Islands). Once an item is shipped you will receive an email with the tracking information.
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
When an item is returned as “Unable to Deliver as Addressed” we confirm the delivery address on the label matches the information provided at the time the order was processed. If the delivery address matches the information provided, we will issue a partial refund (purchase price less shipping) or reship the item to you upon request. Reshipment will require payment of new shipping costs. Please double check the delivery address entered when checking out and making payment.