SHIPPING & RETURNS

Purchasing

All fish available for sale are listed either here on this site, or in our eBay store.  We do not combine items purchased on our website into the same shipment as eBay items. Items that remain unsold will be periodically reduced in price. See a fish that costs more than you would like to spend?  You can wait for the price to reduce, but someone could purchase it while you wait. You may add as many fish as you like to your shopping cart. Fish in your shopping cart are still listed for sale on the site, and can be purchased by other customers, despite the fish being in your cart. Fish are automatically removed from view only after your order is submitted and your payment is received. Once all of your desired items are in your cart, proceed to checkout to submit payment and schedule shipping.

 

Payments

We accept all major credit cards and PayPal.

 

Shipping

Your fish will be fasted for at least two days before shipping to minimize water pollution inside of the bag during transit. For supplies, food products, shipping closes for the day at 10 AM Pacific.  After 10 AM we cannot accept orders to ship the same day, or accept additions to orders already scheduled to ship that day.

We use the following Shipping Service Providers UPS, USPS, Ontrac, Southwest and Delta Cargo. Shipping cost is based on the amount of items, total weight, and depends on your location.

UPS
Starts at $55 per shipment

Next Day Shipments are sent via UPS Next Day Air.  UPS arrives by 10:30 AM for most locations in the United States.  Particularly rural or remote locations may have a arrival time of noon or “end of day”. UPS 2nd day takes 2 business days, and arrival time of noon or “end of day”.

USPS
Starts at $15 per shipment

Shipments are sent via USPS Priority. Arrival is typically 2-3 day depending on the location, and if any Holidays are occurring on the shipment week. USPS normally come when your normal mail arrives to your place. Item being shipped as USPS First Class arrive 3-5 days depending on location.

ONTRAC
Starts at $20 per shipment

Shipments are sent via Ontrac Ground. Ontrac is only an option for West Coast Customers. Arrival time may be as early as 9am to end of day 7pm.
CA, AZ,  NV (Las Vegas) are next day service
NV, OR, WA, ID, UT, CO are 2 business day service

AIR CARGO via SOUTHWEST
Starts at $45 per shipment

Shipment sent via Southwest are sent in the evening. Its an effective way to ship because fish are can packed in larger bags, with more water. Arrival time is next day, times varies based city. Average cost is $1.08/pound. Minimum charge is $45.

AIR CARGO via DELTA
Starts at $65 per shipment

Shipment sent via Delta are sent in the evening. Its an effective way to ship because fish are can packed in larger bags, with more water. Arrival time is next day, times varies based city. Average cost is $1.08/pound. Minimum charge is $65+$10 collect fee.

The shipping charge for your state provides for us to package your fish in the most cost-efficient manner that is still 100% safe and secure for your fish.  If you have special instructions on how you would like your fish packaged, we can accommodate you, but we require that you pay any extra shipping cost.

You may choose any day Tuesday thru Friday for your order to arrive, with the exception of the following holidays, and the day immediately following each holiday:

  • New Year’s Day
  • Memorial Day
  • Independence Day
  • Labor Day
  • Thanksgiving Day
  • Day After Thanksgiving
  • Christmas
  • New Year’s Eve

You will receive a confirmation email on the afternoon that your box is shipped.  A tracking number will be available in the email.

When Your Shipment Arrives

If your fish do not appear stressed while in the shipping bag, you can float the bag in your pond or tank water for 20-30 minutes before releasing the fish, in order to equalize the water temperature.
If your fish do appear stressed while in the shipping bag, you should forego floating the bag, and instead move on to introducing the fish into your pond.  Signs of stress include gasping for air with the mouth above the water, inability to remain upright, and overall lethargy and sluggishness.
When you are ready to introduce the fish to your pond, open the bag,  Fish can be left in the shipping bag temporarily, or the fish and shipping water can be poured into a temporary bucket or container.  DO NOT ADD POND WATER TO THE SHIPPING WATER.  This can cause an ammonia spike in the water, and will risk the health of the fish.
DO NOT POUR ALL OF THE FISH INTO YOUR POND BEFORE CHECKING THAT EACH FISH IS PRESENT AND ACCOUNTED FOR.  Koi that have just gone through shipping are stressed and frightened.  When first added to your pond, it is typical for fish to seek out a hiding place and to remain there for a few hours or possibly even days.  Checking that you have each fish present, before adding the fish to your pond, will help ensure that there is no confusion about supposedly missing fish which may in fact just be hiding and acclimating.
After your fish are added to the pond, they may initially display some unusual behavior.  This can include:

  • Lying down on the bottom of the pond
  • Swimming quickly toward the surface of the water and momentarily poking their mouth above the surface of the water, then darting back down below
  • Swimming rapidly around the surface of the water with their mouth protruding above the surface

All of these are normal behaviors seen as a result of the stress involved in the shipping process.  Provided that your water parameters are correct, this behavior should subside rather quickly.  If your fish continue to act unusually for more than an hour, check the links on our Koi Health page for help diagnosing the problem.
Even if none of this unusual behavior is seen in your new fish, it will still take considerable time for them to become completely acclimated with their new surroundings.  Often it can take a number of days, possibly as long as a week, before new fish begin eating. This is normal, and koi have no problems going a few days without food. Once your fish begin to eat, they should be fed periodically, depending on your current water temperature. Check out our fish food and feed the same food we use! 

Canceled Orders

After your order is placed, you may contact us to request that we cancel your order and refund your payment.  Orders may not be canceled after the fish have been packaged and the package has left our facility.

DOA Fish and Refunds
There is always a slight chance that a fish from your order will not be shipped due to health concerns.   In order to ensure our bio-security, as well as on-time delivery of your order, we do not hold orders due to a fish that cannot be shipped. The full purchase price will be refunded for any fish that cannot be shipped.

We guarantee live arrival only as we have no control over the environment of the fish once they reach your home. ​If a fish expires in transit, we will replace the fish, however, you will be responsible for the shipping costs. The replacement fish must be of equal or lesser value than the initial purchase. Shipping costs will not be refunded in whole or in part.

In order to obtain a refund:

You must complete the 2 following tasks for each fish claim within 2 hours of confirmed delivery from carrier or refund is automatically void.

  1. Must take a picture of any and all DOA fish in the bag they arrived in
  2. Email us at contact@coastgemusa.com with a brief description of your problem with photographs of DOA fish attached.

We will not assume responsibility for fish killed as a result of the customer not being available to accept the delivery on the first attempt.  You should be home to accept your package on arrival.

Couldn’t find the answer to your Shipping & Returns question on this page?  Contact us on Facebook messenger with the icon in the bottom right corner of your screen, and receive an answer in less than one business day.