Frequently Asked Questions
Q: Where can I buy live fish and pond supplies?
A: Live fish, fish food, fish medication, pond supply can be bought from a company by the name of prettykoifish on eBay and Amazon we suggest buying directly from the website prettykoifish.com. Prices are cheaper on prettykoifish.com
Q: What does “koi lot” mean?
A: On almost all our listing they are listed koi lot. It means the number or quantity of koi you are getting. For example, if it says 12 lot koi, it means you will receive 12 koi fish plus extra for DOA.
Q: When will my item ship?
A: Live fish orders will go out Monday through Thursday with UPS next day air. When the item gets shipped an email with the tracking number will be sent to the email address provided at check out. eBay and Amazon automatically update the shipment status when the item gets shipped.
Q: What carrier do you use to ship my item?
A: We use UPS next day air to ship live fish and UPS ground and United State Postal Service to ship fish food, pond supplies and medication. In some cases, we ship fish chemicals by using the overnight service.
Q: Where do you ship in the US?
A: We ship live fish everywhere in the United States except Alaska and Hawaii. After shipment is picked up by UPS you will receive your package the next day.
Q: What will happen if my fish are delivered dead?
A: It is most likely rare to receive dead fish. However, during transit depend on how they are handled by UPS, time to time there might be some casualties. In the event of these unfortunate casualties’ picture documentations are required in order to resolve the issue.
Q: How can I send pictures of the dead fish casualties on eBay and Amazon?
A: Pictures of the dead fish must be sent by logging in to your account and finding the order details then click on contact seller then there is an option to attach pictures. You may upload as many clear pictures as you can.
Q: Does prettykoifish send extra fish to cover some dead-on arrival?
A: Yes, prettykoifish will send in every order of live fish, snails and tadpoles, a generous number of extras to cover the dead-on arrival.
Q: Does prettykoifish count the fish before packing?
A: The variety of fish, snail and tadpole orders are thoroughly counted twice before they get bagged. It is the responsibility of the buyer to count the fish before releasing them in the pond, it is not recommended counting them in the pond as it’s not going to be accurate.
Q: What can I do if my extra fish comes dead?
A: In this case they are the extras included to cover some casualties that may or may not happen in transit. You may dispose them but there is no need to contact us as they are extras.
Q: What do I do if my shipment gets delayed by the career. In this case UPS.
A: Generally, UPS does a great job delivering items on time. However, during an unfortunate delay due to severe weather and mechanical failure, please understand that once the package is picked up by UPS, we do not have control over it as it is in their possession. Which is why for quicker results we advise to check the tracking number that is provided periodically and contact UPS as soon as possible at 1 (800) 742-5877.
Q: I have issues with my order I rather give negative reviews?
A: It is recommended to contact us first via email with picture documentations as that is a quicker way to rectify any issues. Negative reviews will not resolve any issues.
Q: Is It possible to mix the new koi with my other fish in the same pond?
A: These koi are not aquarium dwellers they should be kept in a right size pond in order to maintain their health and get the best results. Quarantine new fish arrivals for a minimum of 2 weeks before introducing them with other older fish at a minimum temperature of 75-degree F. Some fish diseases are not apparent at cooler temperatures. We cannot accept responsibility for conditions created by mixing new fish with old fish.
Q: Can I request fish color and the sex?
A: At this time, it is all random netting. Our koi are colorful and vibrant and are good assortment in general.
A: Our koi are mostly in between 2”-5” and they are too small to tell which sex they belong to so therefore we do not sex them.
Q: Can I pick up my order locally?
A: We are very sorry at this time we are not open for local pickups. Everything that is available is listed on our website and will be shipped immediately using UPS & USPS.
Q: Can I call your business?
A: We recommend at this time it is better to email us with any questions you might have as it is a quicker way to communicate with us.
Q: My fish are not eating? What shall I do?
A: After being in transit to their destination just like any living things they tend to get disoriented and stressed please give them enough time to adjust their new environment.
Q: What do you feed your koi?
A: Our koi get fed Aquamax pallets by Purina.
Q: Do you have other species of fish?
A: What you see on the listings are what we have at this time. If you don’t see the particular species of fish, you are looking for on the listing, then certainly it means we do not have it.
Q: How are the fish measured?
A: From the tip of the head to the end the tail.
Q: Are these Japanese koi?
A: These koi are raised and bread here in the US. If the listing doesn’t specify Japanese koi then they are bread here in the US.