Chicago Koi Connection

Return Policy

Koi Shipping at ChicagoKoi.com: While we make every attempt to process orders quickliy and efficiently, we have to always ensure that live fish shipments are safe and with minimal stress to help better acclimate all koi shipments. You will receive your shipment within a period of 2-4weeks depending on product availability and weather conditions respectively. Feel free to contact us at 888.802.2566 - with your order details for any additional shipping updates.

Return/Exchange Policy:

Terms and Conditions:

48-Hour guarantee begins on the initial purchase date available only for local pick-ups.
Customer must follow all acclimating procedures.
Tank’s water chemistry must be within the following parameters:
- Temperature – between 75°- 83° F and constant
- Ammonia – 0.0 ppm
- Nitrite – 0.0 ppm
- Nitrate – 0.0-30 ppm
- pH – 8.1-8.4
- Specific gravity – 1.020-1.025
We will not be responsible for livestock that has died as a result of being harassed or picked on by other fish.
Specimen must be returned with a return authorization number according to directions below. Please do not discard specimens without our consent.
Store credit from livestock can only be used on new livestock.
We will not replace replacements.

How to return sick or deceased livestock:

Call or email (support@chicagokoi.com) immediately within the 48-hour to report loss. Be sure to include name, number, and message.
Place deceased specimen in sealed plastic bag. Sprinkle specimen with table salt to prevent decay and place in freezer.
After you receive return authorization by phone or email, place sealed bag in a padded envelope or small box and return to our store with a water sample. Your water sample must be in a separate container.
You must bring the deceased specimen back to us for inspection within 24 hours from time of notification.

*We reserve the right to change policies without notice.

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