koihappiness FAQ

What payment methods can be used to shop on koihappiness.com?

We accept all major credit cards as well as PayPal.

Do you accept international credit cards?

Yes, international credit cards are accepted. However, orders can only be shipped to addresses within the US.

Is it safe to use my credit card on your site?

Our online checkout system is encrypted with Quivers security software and can be shopped with confidence. Our site is secure and we offer a PayPal payment option for customers not wishing to pay by credit card.

Can I make changes to my order after its been placed?

We aim to process and ship orders as quickly as possible. In most cases, your order will be prepared for shipment right away and cannot be changed or canceled. If you need to make an urgent change to your order, please contact us immediately and we will do our best to assist whenever possible.

I’ve just placed an order online. Why was my payment processed by Quivers?

Our online store checkout is powered by Quivers secure payment software. You may see the charge appear on your account under KOI-QVRS. All of your payment information is encrypted and securely processed within Quivers.

When am I charged for my purchases?

At the time of placing your order online, a preauthorization is applied which may be reflected on your account as a Pending amount. Your payment method will not be charged until the order has shipped. In the rare event we are unable to ship an item from your order, your payment method will not be charged for that item.

Do you charge sales tax?

Sales tax is calculated and added to all online orders at checkout. If sales tax does not apply in your area, the sales tax amount will be removed from your order total once your order is ready to ship. The final summary of your order total will be available in your shipping confirmation email.

How do I apply a promo code to my order?

Promo codes can be applied in the shopping cart during the checkout process.

How can I print a copy of my final receipt?

You can view and print your receipt by clicking on the “My Account” link in your order confirmation or shipping confirmation emails. This will take you to your order details page, where you can select the “Print Receipt” option.

Why was my order marked as Fraudulent? Who should I contact?

Our online store incorporates fraud protection software to keep your information safe. Occasionally an order may trigger an alert requiring us to verify your payment information. Should this happen, please contact our customer service department.

How much do you charge for shipping?

Shipping on koihappiness.com is always free for US orders over $150. For orders below $150, we offer flat rate shipping of $7.95, regardless of the size of the shipment or where it is sent in the US.

When can I expect my order to arrive? Can I track my order?

In most cases, your order will ship within 1-2 business days. You will receive a shipping confirmation email with tracking information as soon as your order ships. You can check the status of your order at any time by clicking on the “My Account” link in your order confirmation email, or by logging into your account at www.koihappiness.com.

Where will my order ship from?

Our online store is a partnership between koi and our network of authorized retailers. In most cases, your order will ship from your nearest koi retailer who has the items in stock. In some instances, your order may be shipped directly from koi. Your order may be delivered in more than one shipment and arrive at different times. You will receive a separate shipping confirmation email with tracking information for each shipment. There are no additional shipping charges incurred if your order is sent in more than one shipment.

What can cause my order to be delayed?

Very occasionally, an unusually high volume of orders may cause a brief shipping delay. Please be assured that your order will be processed and shipped as quickly as possible.

Do you offer expedited shipping?

We do not offer an expedited shipping option at this time. All orders will be shipped via Fedex or UPS Ground, or by USPS Priority Mail.

Do you ship internationally?

We currently ship to Canada through our Canadian website at www.koihappiness.ca. We do not ship to other non-US addresses at this time, but we hope to do so in the near future.

What if my package is damaged in transit?

Great care is taken to ensure all merchandise leaves our facility in perfect condition. If you feel that your package and/or the contents have been damaged during transit, please contact us immediately at 800-828-4526 ext. 722 or email us at orders@koihappiness.com.

What is your return/exchange policy?

Returns will be accepted within 30 days of purchase for a refund or exchange. Items to be returned must not be worn, altered, or washed and must be returned with original tags and packaging intact. Please note that shipping and handling charges are non-refundable.

How do I return an item?

Click on the “My Account” link in your order confirmation or shipping confirmation email. This will take you to your order details page where you can submit your return request online. Please allow 2 business days for your return request to be processed. You will receive a return confirmation email with the return address and a return authorization slip to print out and include in the package. Please be sure to send your return package to the address provided in your return confirmation email. Please note that returns sent back without a return authorization cannot be processed and will not be accepted.

When will I receive a credit for my return?

Upon receipt of your returned item(s), a refund will be credited back to your original method of payment and will post approximately two days after the date of processing. It may take up to two billing cycles for the credit to appear on your credit card statement. Most returns will process in approximately 2 weeks, depending on your method of return.

Do you offer store credit?

We do not offer a store credit option at this time.

How do I contact koi customer service?

You are welcome to call us at 800-828-0055 ext 718. You can also email us at orders@koihappiness.com.

What are your hours of operation?

Our customer service hours are Mon-Fri from 7am - 4pm Pacific Time (PT)

Do you have a size chart?

Yes, you can view our size chart online at https://www.koihappiness.com/size-charts/.

What does inseam R, P, T and S stand for?

Most of our pant styles are available in different inseam lengths.
    R – Regular inseam
    P – Petite inseam
    T – Tall inseam
    XP – Extra-Petite inseam
    S – Short inseam (Unisex and Men’s pants)

What if an item I want is sold out?

Most of our print styles are carried for one season only. Unfortunately once items have sold out they are no longer available for purchase.

Do you offer gift cards or gift certificates?

Unfortunately we do not offer gift cards at this time, but we hope to make gift cards available in the near future.

How can I join your mailing list?

You can join our email list and sign up to receive a copy our catalog here
https://www.koihappiness.com/requestcatalog/.

Can I see your catalog online?

You can view our catalog here https://www.koihappiness.com/view-online-catalog/.