Terms and Conditions
Sales Policy:
Prices are subject to change without notice. Orders can be done by online, fax, or email. PHONE ORDERS NOT ACCEPTED. Due to the frequency of errors and mis communications Simi Koi will no longer accept phone orders. If you do not wish to order through the website, you can fax or e-mail your order.
We accept Visa, Master Card, Discover, American Express and money orders. No COD's Accepted. California residents add 7.25% sales tax. We currently do not accept Discover or American Express.
Shipping Policy on Live Koi:
All shipments of live koi MUST be shipped UPS or Fedex next day air or via air cargo. Shipping charges for live koi will not be billed until your koi are ready to ship. Shipping charges for koi WILL NOT be calculated in our online store since often times multiple koi can be shipped in one box. Shipping costs on koi will be billed via PayPal to your e-mail address or billed offline directly to your card. Failure to pay the shipping costs will cause delays in your shipment and after 7 days of non payment Simi Koi reserves the right to cancel your order. If your order for live koi is cancelled due to non payment of shipping, a 90% refund will be given. You MUST be present to receive all koi deliveries. Failure to receive koi at time of delivery relieves Simi Koi of all responsibility for death of the fish. Simi Koi does not refund any shipping costs involved in koi lost in transport. Shipping must be paid by the customer for any replacement koi sent.
Shipping Policy on Hard Goods:
All hard goods and pond supplies are generally sent by UPS ground shipping which is most economical. You can also select UPS second day, UPS three day, and UPS next day if you prefer. Most items will be ship from our warehouse in California, some will be shipped directly from our manufacturers to you. Occasionally you may receive two or three packages to complete a large order. However, this rarely happened. There will not be any additional shipping charges because of multiple deliveries.
All "Free Freight" and "Free Shipping" offers by Simi Koi will apply only to destinations within the United States. For all International shipments, the cost of domestic shipping will be deducted from the cost of shipping and the buyer will only be charged the difference in price.
Return Policy:
1. SORRY BUT NO RETURN OR REFUND ON FISH. We only guarantee live arrival and you must be present at the time of delivery to accept the fish and sign for it. If the fish died upon delivery we will replace it with another fish of equal value. You must notify us immediately by email, phone, or fax, within 6 hours of delivery in the unfortunate event that the fish died when you received it. You must also take a digital picture of the fish with the tail removed and email it to us. If photos are taken, send it to us as soon as possible after you have contacted us about the problem. We cannot accept responsibility for shipping delay or damages done by the carrier.
2. We will do our best to make sure the koi you selected in the photo is the exact same fish we send you. However mistakes do happen and sometimes a very similar koi is sent in error. If the fish sent in error is of lesser value then the actual fish purchased, Simi Koi will refund the difference in cost . Simi Koi will not offer a replacement fish or a full refund in the case of an error unless the fish sent arrived deceased.
3. Other non-returnable items include chemicals, medications, water conditioners, and pond liners.
4. The original purchaser has a period of 14 days to return an item (not including koi as stated above) and subject to a restocking fee of 15%. NO refund on any shipping and handling costs. Special order items, sales or special deals are also not returnable.
5. The merchandise must be in resalable UNUSED condition and returned in the original undamaged packaging. All warranty books, instructions manuals, parts and accessories must be included as well as the original box in which the item was shipped. To protect the original factory carton from any additional shipping damage, please place it inside another carton for return shipping.
6. Acceptance of merchandise is final only after inspection.
7. Customer is responsible for return freight to us as well as the original freight costs except for defective and items shipped in error by Simi Koi. Note: on orders sent with free freight, customer will be responsible for actual outgoing freight charge.
Freight Policy:
· Customer is responsible for unloading the item(s) from the truck. Truck drivers are not responsible for getting oversized items off the truck. Shipping charges do not include a Lift gate! If you require lift gate service to unload your equipment, please call us at (805) 267-6814 or email us for a quoted price.
· IMPORTANT - Inspect Freight BEFORE YOU SIGN. Note on the freight bill any obvious damage at the time of delivery. Failure to do so will result in you or your company being liable for the damaged merchandise. Notify the carrier immediately upon delivery of any noticeable damage. We cannot assist you in working out a settlement with the carrier unless they are immediately notified of the damage. If you suspect internal damage OPEN IMMEDIATELY! Even if no damaged goods are suspected, open the carton within 24 hours and make a thorough inspection. Hold all damaged goods and their packaging materials for inspection by the carrier. Please make sure you retain a signed copy of the Bill of Lading or shipping paperwork for your records.
· Once you are contacted for delivery by the carrier, it is your responsibility to accept delivery unless other arrangements are made. Any storage fees incurred due to failure to accept delivery will be the customers responsibility.
· In the event a customer refuses shipment after shipping from the factory, the customer will be responsible for all freight charges to and from the shipping location and a restocking fee.
· In the event a customer requests to pick up a shipment at a local freight company terminal and the customer does not pick up the shipment, the customer is responsible for the cost of shipping both to and from the freight terminal and a restocking fee.
Note: If the customer returns the item(s) for any reason except that it is defective, customer is responsible for outgoing freight as well as return freight.
UPS/ FEDEX Policy:
· IMPORTANT - Inspect all packages, especially fish, BEFORE YOU SIGN. Note on the delivery receipt any obvious damage or notify the driver if present at the time of delivery. Failure to do so will result in you being liable for the damaged merchandise. Call UPS or FEDEX to file a damage claim upon delivery of any noticeable damage. We cannot assist you in working out a settlement with UPS of FEDEX unless they are immediately notified of the damage...and we are unable to accept responsibility for damage if the goods have been signed for and accepted in "Good Condition". If you suspect internal damage OPEN IMMEDIATELY! Even if no damaged goods are suspected, open the carton(s) within 24 hours and make a thorough inspection. Hold all damaged goods and their packaging materials for inspection and call to file a damage claim.
· In the event a customer refuses delivery after the merchandise has shipped from the factory, the customer will be responsible for all shipping charges to and from the shipping location and a restocking fee.
· In the event a customer cancels an order after the merchandise has shipped from the factory, the customer will be responsible for all shipping charges to and from the shipping location and a restocking fee.
Note: If the customer returns the item(s) for any reason except that it is defective, customer is responsible for outgoing shipping charges as well as return shipping charges.
Warranty Claims:
Simi Koi does not warranty any product sold in this catalog. All warranties are provided by the original manufacturer. Products returned for warranty consideration must be sent to manufacturer for their evaluation and final disposition.
Waiver:
Simi Koi shall not be responsible for any damage caused by shipping delays, use of products, errors in shipping, or damage to personnel, lost income and damage caused by the installation of said products.