We’re located in College Point, NY 11356. If you are in NY, you could buy from brick and mortar stores.

We ship in 24-48 business hours. Shipping times will vary depending on your location. We ship from New York, so the majority of the Midwest and East Coast will receive their order in 1-3 business days, most of the rest of the contiguous United States in 3-7 business days. Naturally, inclement weather and other circumstances beyond our control can delay shipping.Your tracking number will be shared with you via email when your order is shipped.

Yes, we ship to P.O. box through standard shipping.

Right now we ship within United States, excluding Alaska, Hawaii, and Puerto Rico.

Please email info@koipet.com, titling with the order number.

Yes, if we’re able to catch it in time, we can update your order! As soon as possible, please reach out to info@koipet.com.

Your tracking number will be included in your shipping confirmation email. You can always look up your order information on your Koi Pet account.

If you are having trouble finding your tracking information, reach out to info@koipet.com.

Absolutely! We accept any reasons return/exchange within 30 days from the order date on.

Send us the email, clarify the reason for the return/exchange, like don’t like it, simply change your mind, etc.
Send back when you get the email of instruction and you cover the shipping rate.
Note that all returned items must be resalable, which means we cannot credit for used items, discontinued items, or items with packaging alterations, including added price tags.

If you receive a damaged or defective product, let us know. We take the quality of our products very seriously and whenever we are able to deem an item defective or unfit for use, we will credit your account with no return shipping required. Send us the email to let us know and follow the instructions.