When purchasing from New England Koi you get a 15 Day Money Back Guarantee. Here is what we charge for returns:

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.

* 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)"

Consumables including but not limited to Foods, Water Conditioners and Water/Fish treatments and Medications

Cut Items such as Tubing, Liners and Underlayment

UV Lamps and Halogen Bulbs

Free or Reduced Freight


 

Over Sized Items have an additional shipping charge:

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:

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.

Expedited Shipping
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.

Canada Shipments
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.

Sale Items

All sales items are subject to availability and prior sales.