Politique de remboursement
Last updated: June 6, 2026
Due to the nature of live animals, all sales at Koi Quebec are final. Please read this policy carefully before placing your order.
Live Fish — No Returns Live koi fish cannot be returned. Once a fish has left our facility and been delivered, we are unable to accept returns under any circumstances. This applies to both individual fish listings and variety/grade listings.
Live Arrival Guarantee We guarantee that your fish will arrive alive, provided the following conditions are met:
- You are available to receive the package on your selected delivery date.
- The package is not left unattended after delivery.
- You follow the acclimation instructions included with your order.
- You notify us within 1 hour of delivery with photographic evidence of any DOA (dead on arrival) fish.
In the event of a confirmed DOA, we will replace the fish with one of equal value. If no equivalent fish is available, a store credit equal to the value of the fish will be issued. No cash or payment refunds will be provided under any circumstances. Shipping costs are non-refundable in all cases.
Failure to meet any of the above conditions voids the live arrival guarantee. We are not responsible for losses due to improper acclimation or delayed pickup.
Carrier Issues While we pack every order with the utmost care, we cannot control carrier transit delays or mishandling. For issues caused by the shipping company, claims must be filed directly with UPS.
Order Cancellations Orders may be cancelled within 24 hours of placement for a full refund. Once an order has been prepared for shipment, it cannot be cancelled or refunded.
Non-Refundable Items
- Shipping costs are non-refundable in all cases.
- Fish that have been delivered and acclimated are not eligible for return or refund.
Contact For questions about your order or to report a DOA, please contact us at koi.quebec@gmail.com as soon as possible after delivery.