Q: Where can I purchase live fish and pond supplies?
A: Live fish, fish food, fish medication, and pond supplies can be purchased from Prettykoifish on eBay and Amazon. We recommend purchasing directly from the website prettykoifish.com, as prices are typically lower there.
Q: What does “koi lot” mean?
A: On most of our listings, the item is listed as “koi lot.” This indicates the quantity of koi fish you will receive. For example, if an item is listed as “12 lot koi,” you will receive 12 koi fish plus additional fish for any fish that may not survive the journey.
Q: When will my item ship?
A: Live fish orders will be shipped Monday through Thursday via UPS next-day air. Upon shipment, an email with the tracking number will be sent to the email address provided during checkout. eBay and Amazon automatically update the shipment status once the item is 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 States Postal Service (USPS) for fish food, pond supplies, and medication. In some cases, we ship fish chemicals using the overnight service.
Q: Where do you ship in the United States?
A: We ship live fish to all locations in the United States except Alaska and Hawaii. After the item 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 rare to receive dead fish. However, during transit, depending on how they are handled by UPS, there may be occasional casualties. In the event of these unfortunate casualties, pictures and documentation are required 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 locating the order details. Then, click on “Contact Seller” and select the option to attach pictures. You may upload as many clear pictures as possible.
Q: Does Prettykoifish send extra fish to cover some dead-on-arrival?
A: Yes, Prettykoifish will include every order of live fish, snails, and tadpoles with a generous number of extras to cover any casualties that may occur upon arrival.
Q: Does Prettykoifish count the fish before packaging?
A: The variety of fish, snail, and tadpole orders are thoroughly counted twice before they are bagged. It is the responsibility of the buyer to count the fish before releasing them into the pond. It is not recommended to count them in the pond as it may not be accurate.
Q: What should I do if my extra fish arrives dead?
A: In this case, the extras included are to cover some casualties that may or may not occur during transit. You may dispose of them, but there is no need to contact us as they are extras.
Q: What should I do if my shipment is delayed by the carrier? 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. Therefore, for quicker results, we advise checking the tracking number that is provided periodically and contacting UPS as soon as possible at 1 (800) 742-5877.
Q: I have issues with my order. Should I give negative reviews?
A: It is recommended to contact us first via email with picture documentation 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 and should be kept in a suitable-sized pond to maintain their health and achieve the best results. Quarantine new fish arrivals for a minimum of two weeks before introducing them with other older fish at a minimum temperature of 75 degrees Fahrenheit. 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 sex?
A: At this time, our koi are all randomly netted. They are colorful and vibrant, making them a good assortment in general.
A: Our koi are mostly between 2” and 5” in length. They are too small to determine their sex, so we do not sex them.
Q: Can I pick up my order locally?
A: We regret to inform you that we are currently closed for local pickups. All available items are listed on our website and will be shipped immediately using UPS and USPS.
Q: Can I call your business?
A: We recommend that you email us with any questions you may have at this time. This is a more efficient way to communicate with us.
Q: My fish are not eating? What should I do?
A: After being in transit to their destination, just like any living thing, they tend to become disoriented and stressed. Please give them enough time to adjust to their new environment.
Q: What do you feed your koi?
A: Our koi are fed Aquamax pallets by Purina.
Q: Do you have other species of fish?
A: The species listed on our website are the ones we currently have. If you do not see the specific species you are looking for, it means we do not have it.
Q: How are the fish measured?
A: The measurement is taken from the tip of the head to the end of the tail.
Q: Are these Japanese koi?
A: These koi are raised and bred here in the United States. If the listing does not specify Japanese koi, they are bred here in the United States.
Frequently Asked Questions