Frequently Asked Questions
Below you will find information about shopping with Living Water Goldfish & Koi Farm. Topics such as shipping, auctions, wholesale and more are covered below.
If you cannot find the answer to your question below, contact us and we can answer it for you.
What is your live fish return policy?
We do not accept returns for goldfish or koi, all sales are final. We work hard to ensure that our fish are healthy and our facility is as clean as possible so that we can delivery healthy goldfish and koi to your customers. Once a fish leaves our facilities we do not allow them to come back for any reason. We work very hard to avoid cross-contamination in order to maintain the health of all of our fish.
Do your fish come with a health guarantee?
We guarantee that our fish will arrive alive. That means that you MUST be home to accept the package from the shipping provider.
We will replace fish that expire in transit but are not responsible for the shipping costs of the new fish. Replacement fish must be of equal or lesser value of the original purchase.
We are not responsible for the mishandling of your package during transit. Once your package is in transport we are not responsible for damages. At that point, we can direct you to the shipping carrier who would be responsible for damages.
If you have a DOA (dead on arrival) claim, you must contact us within one hours of package delivery. We will check your contact time against the delivery time sent to us by the shipping provider.
To file a DOA claim, please snap a quick video of the expired fish and send it to firstname.lastname@example.org
Once we have approved your claim, we will work with you to replace your purchase with a fish or similar color, size and value at our discretion.
How do I set up a wholesale account?
If you would like to become a wholesale customer, please fill out the form located here.
Do you sell supplies for the fish?
No. At this time we do not sell fish supplies.
Will you hold my purchase while I bid on more fish?
Absolutely. If you make multiple purchase we’d like to assist you with holding your fish and arranging shipping.
How much does it cost to ship live fish?
We offer FREE overnight shipping within the continental United States for most of our fixed price goldfish. Addition shipping charges may apply if you’re in Hawaii and Canada. Please contact us for a shipping quote.
Do I need to be present when my fish are delivered?
It is very important that you are at home when your fish are delivered. The trip is very stressful for the fish so we suggest that you get your fish settled ASAP after arrival.
How long does it take to ship my fish after the shipping invoice has been paid?
We ship most purchases within 3 business days. Shipping days are Monday – Thursday, we do not ship on Friday, Saturday, Sunday or within 2 days of federal holidays.
Updated shipping dates:
Due to COVID-19 all over the country we’re trying to minimize the trip to our shipping facility, shipping date has changed to Tuesday & Wednesdays every week under normal conditions. If you can’t receive your fish on Wednesdays or Thursdays please contact us.
Orders that placed after Wednesdays will be shipped in the following week. Thanks for your understanding.