Shipping policy

At KOI SALES, we take the safe and timely delivery of your orders seriously — especially when it comes to live fish. Please take a moment to read through our shipping policy to ensure a smooth experience.

GENERAL SHIPPING INFO

Shipping Days: Orders are shipped Mondays only. To make the weekly shipment, your order must be placed and paid for by 11:30 AM Saturday. Orders placed after this cut-off may be shipped the following Monday (1 week later) depending on processing times and stock availability.

Delivery Services: We ship through reliable courier services such as Aramex and Toll. Due to past issues, Australia Post is not used, and we do not ship to P.O. Boxes.

Delivery Address: Please provide a complete and accurate street address. Orders with incorrect details (e.g., missing unit number or invalid phone/email) may be delayed or returned without refund eligibility.

LIVE FISH ORDERS

Live Arrival Guarantee: All fish are prepared for shipping with special conditioning. On shipping day, they are packed with oxygen-treated water in insulated boxes to maintain stable temperatures and reduce stress.

Delivery Time: Live fish are sent out Mondays and usually arrive later in the week. You do not need to be home — fish will be left at your front door unless we contact you for alternative arrangements.

Pickup Requirements: In rare cases where home or business delivery is not possible (due to courier restrictions or remote locations), you may need to collect from the courier depot. If this is unacceptable, we will provide a full refund.

Shipping Estimates: Shipping for live animals is calculated based on distance, weight, and conditions. If additional charges apply beyond the checkout estimate, we’ll contact you with the option to proceed or cancel.

COMMON ISSUES & HOW TO AVOID THEM

To prevent delays or lost orders:

  • Double-check your address, phone number, and email at checkout.

  • For unit/apartment deliveries, include access codes or instructions for where to leave the parcel.

  • Ensure business addresses include opening hours and specific delivery details (e.g., reception or back dock).

  • Orders with incomplete or inaccurate details are not eligible for refund or reshipment.

TRACKING & UPDATES

Tracking is available for all orders.

You’ll receive email notifications when your order is:

  • Received

  • Being processed

  • Shipped on Monday

If your order is delayed or takes longer than expected, we’ll reach out to update you.

Note: Updates are sent via email only. If you placed a phone order without an email, you won’t receive automated tracking updates.

If you have any questions or need help with your order, don’t hesitate to call us at 0401 121 383.

Thank you for choosing KOI SALES – we're proud to support your pond journey with safe, reliable shipping across NSW and WA.