When purchasing from New England Koi you get a 15 Day Money Back Guarantee. Here is what we charge for returns:
- We deduct the actual shipping and handling fees
- A 25% Restocking fee
- This applies to most items unless noted in writing.
- Credits are usually processed with 14 days of receipt of item.
- If your item was used, installed or placed in water we cannot take it back for any reason.
- Lamps Including UV and Halogen cannot be returned for any reason.
Merchandise must be returned in the original condition as delivered to you. This means that the item is not used (even for a few seconds) is resalable with all materials that the item came with including the original box and inserts.
- Closeouts, special orders, cut items such as tubing, pond liner and underlayment; foods, water treatments, UV lamps and halogen bulbs as well as daily deals and Weekly and monthly specials are not returnable.
- Return Policy applies to all sales.
- All returns must be sent to us at the senders expense. Koi Food Warehouse cannot incur shipping charges for returned packages.
* Returned items must have a Return Authorization Number Clearly noted on the top of the box. Items that do not have this number will be be refused at the senders expense.
Here are Some Special Notes on the Return Policy
Pond supplies including but not limited to Pumps, Lights, UV's, Filters, etc.:
If the item you buy turns out to be the wrong one please contact us immediately for an "R.G.A. (Return Goods Authorization)"
- We cannot accept items that have been used or abused in any manor.
- If you are exchanging your item for another, the restock fee is 10%.
- If the mistake was our fault then there are no restock fees and we pay the shipping both ways.
Consumables including but not limited to Foods, Water Conditioners and Water/Fish treatments and Medications
- These cannot be returned since they are consumed and used in the treatment of water and/or livestock.
Cut Items such as Tubing, Liners and Underlayment
- These cannot be returned since they have been cut from a single piece.
UV Lamps and Halogen Bulbs
- These cannot be returned regardless of being used or new.
Free or Reduced Freight
- If you received FREE or Flat Reduced Rate shipping and you decide to return your order to us, we will gladly send you a refund minus the shipping & handling charges we incurred plus the appropriate restocking fees as stated above.
- If you are returning a partial order be advised that we will deduct the complete shipping charges if the part of the order that you keep is under $250.00
- Handling Fees are non refundable.
Over Sized Items have an additional shipping charge:
- Items weighing up to 100lbs - $75.00
- Items over 100lbs - $150.00
Shipping Fees and Information
Shipping is calculated based on a tiered dollar amount through UPS or Fed-Ex.
Most orders ship within 24-48 hrs.
There are a few exceptions:
- Some items where the cost of shipping is just prohibitive due to excessive weight.
- On Bulky and/or Oversized Orders that may need to be shipped by Truck Line/Common Carrier.
When this happens we will contact you via e-mail or phone to find out if the order is going to a residential or commercial address.
Orders that are shipped to a residential address are charged a residential surcharge by the freight carrier which we collect at $35.00-$55.00
This is only for oversized/overweight items 151 lbs or more.
On large orders where a hydraulic lift gate is required to bring the item off the back of the truck, the charge is $75.00 for most companies.
We suggest to avoid the fees, arrange for delivery at a commercial address or to pick up at the closest freight terminal which we can determine by your location.
There will need to be someone there to unload the items from the truck. We use major freight companies and the person delivering your shipment is just a driver not an un loader.
There is an option with most major truck lines to have 1 or 2 people there to unload but it is usually very expensive. If needed, let us know and we will get a quote.
We ship via UPS Expedited services such as 3 Day Express, 2nd Day Air, Next Day Air Saver and Next Day Air. This is calculated based on both weight and dimensions and to the destination zip code. We will need to figure this cost for you Please email us with your zip code and the item(s) that you are looking for and we will be happy to calculate the rate for you.
Our cut off time for expedited services is 12pm E.S.T. Monday - Friday. If you are really in a bind and it is after 12pm call us and we will try to get your order out the same day.
Alaska, Hawaii and Puerto Rico Shipments
We are happy to ship to these areas and we have discounted rates for UPS 2nd Day and Next Day Air shipping to most areas of Alaska, Hawaii and Puerto Rico. Call or email us for special rates on shipping to these areas. We cannot ship to PO Boxes or APO/AE.
We are shipping most of our items via UPS Standard or UPS Worldwide Express service into most parts of Canada. In some instances, we may ship via U.S. Postal Service if it is more advantageous.
PO Boxes and APO/AE
We cannot ship to PO Boxes or APO/AE. The Buyer is responsible for all taxes, duties, customs charges and broker fees.
All sales items are subject to availability and prior sales.