We Guarantee live arrival plus 24 hours on all live koi shipments. You have up to 24 hours after delivery to report a claim. And you will have the option of getting replacement fish, or a refund for the purchase price of the fish less shipping.  If a Lot of fish is purchased and a one dies, you will receive a refund for the average cost you paid per fish in the lot. Shipping is not included. If you would prefer replacement fish buyer is responsible for the shipping cost of the new shipment.

Reporting a claim:

You must E-mail us at gail@gailskoi.com within 24 hours of package arrival with a digital picture of the DOA in the original unopened bag that it was shipped in, for verification purposes. 

For quarantine reasons, we will not for any reason allow the return of a fish once it has left our facility.