FAQ

Orders generally process within 24 hours if not sooner. You will typically receive your product within 4-8 business days of placing an order.

It is best to keep Koi products stored at room temperature, out of direct sunlight and extreme temperatures. Exposure to extreme heat or cold can cause degradation. We do not recommend refrigerating or leaving it in your car for a long period of time. When stored properly, Koi products have a shelf life of about one year.

No, unfortunately we do not offer Free Samples.

If you have or suspect a medical condition or are taking any medications, please consult your physician before use.

Yes, while we can take orders over the phone, completing your purchase through our website is best.

Yes, there are various shipping options available at checkout. If you have a special request, please contact our customer service team for faster shipping options before placing your order.

Yes, our shipping packages are unmarked, with no brand logos or ingredient details listed on the outside, ensuring your privacy and reducing the risk of theft. However, your package will list DiscoverKoi on the return address. We understand the concern regarding porch pirates being tempted to take packages with a visible identifier, but we need to ensure that you’ll be able to identify it as ours.

Our Free Shipping option usually takes about 4-8 business days for delivery, but is not guaranteed. When shipping through USPS, you may experience delivery delays. If the order isn't received on time, please contact us to provide what options are available to get you your package.

Please contact our customer service team for assistance at (877) 774-4779 or via email at CustomerService@discoverkoi.com. Our customer service hours are Monday through Friday, 7am to 4:30pm PST.

Our subscription program makes it easy to get your favorite Koi products delivered automatically while saving money. Simply choose “Subscribe & Save” before adding it to your cart, select your preferred delivery frequency, and get regular shipments without the hassle of reordering. You can manage your subscription anytime by adjusting delivery dates, swapping products, or cancelling.

As a Koi Rewards member, you earn Good Feels points with every purchase, bringing you closer to exclusive discounts and free Koi. Once you've accumulated at least 100 points, you’ll have the option to redeem them at checkout for a discount on your order. Simply use the "Points" feature during checkout to see your available balance and apply your rewards. To check your points, log in to your account, go to the "My Rewards" section under Account, and select Rewards History to view your total. Keep shopping, keep earning, and enjoy the savings!

In some instances, Rewards points are converted to Promotional codes when you click out of the checkout section after entering them. When you redeem unused points, they are converted into a coupon code that does not expire. You can find this code under Account > My Rewards > Rewards History. If you have any questions or concerns you can reach out to customer service for assistance.

We frequently offer promotional specials on our sites main page to shop from. You can also learn more about our Koi Cares Program and apply for additional savings.

We apologize for the inconvenience. We typically provide a list of heating instructions to troubleshoot and if its still not working we'll offer a refund or replacement. Please do not hesitate to contact our customer service team at customerservice@discoverkoi.com or via phone at 877-774-4779.