Shipping Policy

Thank you for shopping at Play It Koi! Following are the terms and conditions that constitute our Shipping Policy.

Shipment processing time

All orders are processed within 2-3 business days. Orders are not shipped or delivered on weekends or holidays.

If we are experiencing a high volume of orders, shipments may be delayed by a few days. Please allow additional days in transit for delivery. If there will be a significant delay in shipment of your order, we will contact you via email or telephone.

Shipping Rates & Delivery Estimates

Shipping charges for your order will be calculated and displayed at checkout.

 

Shipment method	Estimated delivery time	Shipment cost
Ground Shipping for Hardgood Purchases greater than $50 within the Continental United States (excludes freight items & fish)	3-5 business days	Free   (excludes Alaska, Hawaii, Puerto Rico & Virgin Islands)
In Store Pickup – includes any item in store. Special order items may be subject to additional expense.	N/A	Free
Freight	Varies based on availability	Please contact us for a custom quote. We do not upcharge for quotes and will work to get you the best rate. If shipping by UPS Freight, an optional liftgate is available for purchase ($75 extra).
International & Expedited Shipping*	1-3 business days	Many options available. Calculated at checkout.

 

As with any company’s policies, Delivery delays can occasionally occur.

Shipment to P.O. boxes or APO/FPO Addresses:

Play It Koi ships to addresses within the U.S., U.S. Territories, and APO/FPO/DPO addresses.

Shipment Confirmation & Order Tracking:

You will be emailed a Shipment Confirmation email once your order has shipped containing your tracking number(s). The tracking number will be active within 24 hours. 

Customs, Duties & Taxes:

Play It Koi is not responsible for any customs and taxes applied to your order. All fees imposed during or after shipping are the responsibility of the customer (tariffs, taxes, etc.).

Damages:

Play It Koi is not liable for any products damaged or lost during shipping. Please contact us before if you’d like to add insurance to your shipment. If you received your order damaged, please contact the shipping carrier to file a claim.

Please save all packaging materials and damaged goods before filing a claim.
International Shipping Policy

Unable to Deliver as Addressed/Failure to Deliver:

Any items returned to us “unable to be delivered as addressed” when the label matches what we were provided when ordering will have our original shipping costs, plus return shipping costs deducted from the refund. Reshipment will require payment of both the initial shipment, return shipment, and new shipment fees (shipping one way, three times). This could be due to the service used not delivering to that location or a bad address from a customer. Please be sure to check with your customers prior to placing the order to avoid such a mishap.

International Shipping:

We currently do not ship outside of North America (US & Canada only at this time)

Returns Policy:

Our Return & Refund Policy provides detailed information about options and procedures for returning your order.