How much do you charge for shipping?

Shipping on is always free for 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.

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 at koi Tracking.

Where will my order ship from?

US orders will be shipped directly from our state-of-the-art warehouse facility in Arizona. In some instances, orders 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?

Due to high demand and delays with major freight carriers, you may occasionally experience higher than usual shipping times. Please be assured that we make every effort to process and ship your orders 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 Federal Express, UPS Ground, or USPS Priority Mail.

Do you ship internationally?

We currently ship to Canada through our Canadian website at 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 option 1 or email us at

Do you offer shipping insurance?

koi offers shipping insurance through AfterShip Protection, which covers you if your shipment is lost, damaged 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 coverage 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 with AfterShip Protection is simple. Just go to and click on the Claims Portal link and follow the instructions.

Is there any deadline to file a claim with AfterShip Protection?

Yes, you must file a claim within 90 days from the date of delivery if your order is lost, damaged or stolen. To file a claim, click on the Claims Portal link at

Can I track the status of my AfterShip Protection claim?

Yes, you can track the progress of your claim through the Claims Portal link at