Ordering & Payment
When placing your order through the koilifestyle.com site, you have the option of creating an account or using our guest checkout. Creating your own koi account allows you to store your contact and address information, adjust account preferences and view your order history.
You will receive an order confirmation number at the conclusion of your order process as well as an email confirmation of your order
Once your order ships, you will receive an email with a tracking number to allow you to track your order.
We accept the following methods of payment: Visa, MasterCard, American Express, and Discover. Items are charged to your credit card when they ship.
We are required by law to collect local sales tax on all orders shipped to a California address.
At this time, we do not currently ship orders outside of the United States.
Most in-stock items ship within 1 business day of ordering. However, some orders may take up to 2 business days to process.
Shipping & Handling Charges
We offer flat rate ground shipping on all U.S. orders for $6.95. We also offer other shipping options, which you can select during the checkout process. Fees for other shipping methods are based on the weight of your order and can be calculated during the checkout process.
Orders shipped to P.O. Boxes are sent via USPS priority mail only. Overnight and Express delivery options are unavailable.
At this time, we do not ship to non-U.S. addresses.
Returns & Exchanges
At koi, we want you to be 100% happy with your purchase from us. If you’re not completely satisfied with your koi purchase, we will gladly exchange it or refund the original purchase price. Return requests will be accepted within 14 days of purchase for items that have not been used, altered, or washed. Item must be returned with original packaging. Please note: Shipping and handling charges are non-refundable.
Receiving a Return Authorization (RA)
Before returning an item, please contact us at firstname.lastname@example.org or (800) 828-4526 x218. Please include your order number, item(s) you wish to return and the reason for your return.
If you wish to exchange the item, please include the style number, color, and size (if applicable) of the item(s) you would like in exchange.
Please allow 48 hours (2 business days) for your request to be processed and for a Return Authorization to be issued. Please note that returns sent back without a Return Authorization will not be accepted.
Please send all returns and exchanges to:
c/o koi design
1757 Stanford Street
Santa Monica, CA 90404
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 monthly credit card statement. Most returns will process in approximately two to three weeks, depending on your method of return.