Alternately if the answer to what you are looking for is not below then drop us a message here.

 

Is the koi I choose the same one I get?

Yes it is. Each and every fish is individually photographed and assigned an MKI number (mitchkoi identification number). When the fish sells online, it automatically ends, hence you never see any sold koi on our website. We then print off the picture(s) of the koi you have purchased to collect out of our holding tanks on the day prior to delivery, ensuring the same koi you choose is the one you get. The way we look at it, if you have taken the time to select a fish, we can take the time to ensure you get the correct fish.

How does the delivery work?

We never send any fish out without speaking to you beforehand, either by phone or email. When a delivery day has been selected, we put it in our diary and dispatch it at around 5pm the day before, to arrive with you by 10am the next-day. This minimises the time in transport; it should be noted that koi being packaged using our professional system can happily be transported for up-to forty-eight hours, so the overnight journey is stress-free to the fish. Read more about our koi carp delivery.

Can I visit your facility?

Yes you can! We are based Wolverhapmton, Staffordshire (2  minutes from junction 1 of the M54 or 5 minutes of junction 11 of the M6) and you should call us to pre-arrange your visit on 07941 395757 — lines are open 7 days per week, from 9am-9pm.

If I call, who will I speak to?

We strive to be here for you, which is why our lines are open seven days a week, from 9AM-9PM. When you call us to order a koi or for any queries you may have, you will speak to either David or Kyle. Kyle deals with customer services, such as phone orders, organising delivery and general queries. David is the koi expert, who selects all of our fish. He has a plethora of koi knowledge, including koi health and pond maintenance, and is often found helping out customers with a koi related query. Kyle also deals with the technical website questions, as well as managing our social media accounts. We are a friendly, knowledgable team and many of our customers have become good friends; it is easier when you speak to the same person through every aspect of your order! Many people worry about calling at 8.30pm on a Sunday night, but don’t as we are always here to answer your questions.

I don’t want my koi tomorrow, can I schedule a delivery day to suit me?

Absolutely! Our website does say order by 10am for next-day delivery, which is great if that suits you. However, if you prefer to schedule your delivery, just call us after you place an order and we can fit your delivery around your schedule. As mentioned earlier, we will never just send out koi without having spoke to you first.

Are your koi Japanese?

Yes, all our Koi our top quality premium Japanese Koi.

What is your refund policy if something goes wrong?

Our refund policy is that we will always be right with customers. We are proud of our 100% success record and work hard to maintain it, and thanks to our exhaustive process have never had a fish arrive in less than perfect condition on delivery. We feel it unnecessary to offer a ‘7 day live arrival guarantee’ or such like; we stand by the fact we are approachable, and will always put ourselves out to make sure any problem is resolved to your satisfaction. Don’t take our word for it though, see our independent feedback.

What is your quarantine procedure?

Quarantine of the fish is an on-going procedure, in strict accordance with our CEFASregulated bio-security plan. All our Koi are treated for parasites and regular checks are carried out. If you would like more detailed information regarding any aspect of our procedure, please contact us. 

What temperature are your koi in?

Our koi are kept in an indoor, bio-secure facility & further grown on to an outdoor state of the art garden pond with the best heating and filtration system. As the temperature can fluctuate throughout the year, it is best to call for an accurate gauge of what ours are at.

Are you koi kept indoors?

Yes, we have systems in both exteranl and internal enviroments.

How many Koi to a box?

There are no hard and fast rules when it comes to number of koi per box. We have two different sizes of box, small and large. We can send you as many boxes as is required at no extra cost to you or to us, as our courier charges us on box weight and not number of boxes. Our 100% success record suggests we get this right every time! Also remember that you only pay one delivery charge per total order - not per koi or per box.

I have ordered my koi, can you supply me with further pictures?

YES! once an order is placed, we offer a secure personal email/phone service and will be supplying our customers with pictures & videos to add to the excitement of the purchase.

How often is the website updated?

Our website is updated with new fish most days, and there is never a sold koi listed on the site.

I am having a problem ordering from the website, what should I do?

Please email Kyle@pondkoi.co.uk with all your concerns.

How secure is your website?

we are 100% safe and secure, website www.pondkoi.co.uk is secured and has a valid SSL certificate. We are also fully PCI compliant and offer a secure checkout via either PayPal . Your credit or debit card information is never held on file by Pondkoi. Read our accessability statement here.

Do you buy koi from the general public?

No, we don’t. We have strict bio-security measures and are CEFAS regulated, so that we cannot buy any koi you are selling/have inherited. Please do not call asking for advice on how to sell your koi.

Do you have a trade price list?

No, we don’t offer a trade price-list.

Have you got a privacy policy?

Yes, it can be viewed here.