Shipping: US & US Territories
Where does koi ship?
We currently ship to addresses within the United States.
Do you offer international shipping?
We do not ship to non-U.S. addresses at this time.
To locate our international distributors, please use the Store Locator (link to Store Locator) on the upper right side of our homepage to find a koi scrubs retailer in your location.
How much does shipping cost?
Shipping on koihappiness.com is always free on US orders of $79 or more. For orders below $79, we offer flat rate shipping of $7.95, regardless of the size of the shipment or where it is sent in the United States.
How long will it take to receive my order?
In most cases, your order will ship within 1–2 business days. Once your order ships, you will receive a shipping confirmation email with tracking information. You can check the status of your order at any time at koi Tracking (link to koi Tracking page).
Please note that orders placed on weekends or holidays may take additional time to process.
How can I track my order?
Once your order ships, you’ll receive a shipping confirmation email with tracking information. You can use the tracking link to follow your package.
Where will my order ship from?
Orders will be shipped directly from our state-of-the-art warehouse facility in Arizona. In some instances, orders may be sent in more than one shipment and arrive at different times. You will receive a separate shipping confirmation email with tracking information for each shipment.
Can I change or cancel my order?
We work quickly to process orders, so we’re not always able to make changes or cancellations after an order has been placed. If you need to make a change, please contact Customer Service as soon as possible.
What can cause my order to be delayed?
You may occasionally experience higher than usual shipping times due to high demand or delays with major freight carriers. Please be assured that we make every effort to process and ship your orders as quickly as possible.
What should I do if my package is delayed or appears to be lost?
First, check the tracking information provided in your shipping confirmation. If your package appears to be delayed or hasn’t arrived within the expected delivery window, please contact Customer Service and we’ll be happy to help.
What happens if I entered the wrong shipping address on my order?
Please contact our Customer Service team at HappinessTeam@koihappiness.com as soon as possible to request an update. If the order has already been processed or shipped before we are notified, the customer is responsible for any reshipping fees once the package is returned to us.
Do you offer expedited shipping?
We do not offer an expedited shipping option at the current time.
Do you offer shipping insurance?
koi offers shipping insurance through AfterShip Protection, which covers you if your shipment is lost, damages or porch-pirated. AfterShip Protection is optional and available at the time you place your order. AfterShip Protection starts at $1.50 per order and may vary based on the dollar value of your order.
What is covered under AfterShip Protection?
AfterShip Protection offers reimbursement or replacement for lost, damaged or porch-pirated shipments, with coverage up to $10,000 per order. AfterShip Protection covers only the cost of the items in your order, not shipping charges or any taxes paid. AfterShip Protection is subject to insuring conditions, limitations and exclusions. See AfterShip Terms and Conditions
How do I file a claim with AfterShip Protection?
Filing a claim is simple. Just go to tracking.koihappiness.com, enter your tracking info, then click on the Claims Portal link and follow the instructions. Note: Claims must be filed within 90 days from the date of delivery if your order is lost, damaged or stolen.