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Our Newsletter


Shipping & Returns and Conditions

SHIPPING:

All orders ship within 24 business hours of receiving them. We make all attempts to get them out sooner, if possible.

Some customers in the US may incur a discounted shipping surcharge due to the rise in shipping costs.  

Please view our shipping map in the Track Your Package Tab above for an approximate time of travel for your order. 

10 LBS or less may ship via USPS Priority Mail 2-3 Business day delivery.  We also may choose to use FedEx.

10 LBS + will ship via FedEx Home Delivery/Ground with an expectant 2-6 Business Day Delivery.

The most an individual package will weigh is 50 LBS.

Special Orders, Weekends, Holidays, and unforseen acts of nature add additional time.

It has been our experience that most orders take approximately 2-4 days of transit time depending on your location. 

We reserve the right to use whichever shipping company we choose.

Special Order shipping is subject to item availability.

We can ship 10 lbs or less to AK/HI/PR/USVI at no additional charge. For items over 10 lbs, please contact us for additional shipping charges. Sorry, but we do not ship to APO/FPO or International destinations.

Items purchased with intentions of receiving free shipping to anywhere other than the Continental USA, which includes, but not limited to, AK, HI, PR, USVI, Guam, and other outer-lying US territories, will be refunded and an explanation sent via email. 

RETURNS:

If you are not satisfied with your purchase, you may exchange or return it for a refund within 7 days of receiving the item.

All return shipping costs are the responsibility of the customer.  We do not issue shipping credits on any return, unless by our own error.  No exceptions.

In the event that you receive a damaged product, if possible, take photos of the damaged package and it's contents IMMEDIATELY.  Do NOT alter the state of the package until AFTER you do so.  Please contact us as soon as possible regarding your damaged package so that we can expedite the claim process with the shipper.  DO NOT DISPOSE OF THE PACKAGE OR IT'S CONTENTS.  If you dispose of, or destroy the package and/or product, you will NOT receive a refund on your purchase.  NO EXCEPTIONS.

If we request a return of the product, the contents in their entirety must be returned to us, including all damaged packaging and product.  We will inspect the product, and issue refunds (including return shipping if neccessary) accordingly.

The following items are NOT returnable: Special Order items.

All return items require a Return Merchandise Authorization. (RMA) Please email us to receive your RMA number. Your returned item will be inspected prior to any refund. Shipping charges will not be refunded. We reserve the right to charge a restocking fee of 15%.

Please carefully pack your returned items and ship them via UPS, FEDEX or USPS or any other trackable method.

Be sure the RMA number is clearly marked on the outside of the box. We recommend shipping insurance.

We cannot be responsible for return items damaged or lost in transit. Do not tape or write anything on the item or the retail package. If the item is not in original resalable condition, you will be assessed a restocking fee and possibly loss of refund.

***If you order an item and then decide you do not want the item, it is your responsibility to return the purchase to us prepaid. Refusing delivery does not constitute a waiver of your responsibility and any and all shipping charges will be deducted from any applicable refund.***

CONDITIONS:

1) I understand that my package could possibly be left unattended at the shipping address provided if no one is available to sign for it, and that it contains proteins which are an attractant to domestic and/or wild animals, and I agree that I will not hold The Koi Food Shack and it's shipping partners (FedEx/USPS) responsible for any damages, or losses, caused by animals who have gained access to my expected delivery.

2) I understand that The Koi Food Shack is unable to create special delivery requests to it's shipping partners. (FedEx/USPS)

3) I have entered a valid email address in my order, and I understand that I will be provided with my order and shipping information via email, and to check my SPAM folder if I have not received either.

4) I agree that tracking numbers may not be "LIVE" when issued to me, and should expect a 12-48 hr transition period for the shipping system to update my tracking information.

5) My order is NOT over 10 pounds going to AK, HI, USVI, Guam, Puerto Rico, or any other outlying US territories, and does not contain an International shipping address.