FREQUENTLY ASKED QUESTIONS

Delivery

I have placed an order when will my koi be delivered?


We can only deliver koi on Wednesdays, Thursdays and Fridays. Once we have received your order we will email you to arrange a specified delivery date so that you can arrange for someone to be there to receive the order. Typical shipping times for live fish orders: - Order received between 12pm Tuesday and 12pm Wednesday - Delivery on Thursday / Friday - Order received between 12pm Wednesday and 12pm Thursday - Delivery on Friday / Following Wednesday - Order received between 12pm Thursday and 12pm Tuesday - Delivery on following Wednesday / Thursday - No Wednesday delivery available following a bank holiday Monday. Please note this is just a rough guide to delivery times and some orders particularly for small koi may take longer to prepare. Koi fry orders from May - July usually take longer to send out and you will be informed of the available delivery days prior to ordering. If you have any requests for a specific delivery date please let us know as soon as possible.




How will my koi be delivered?


Your fish will be sent by our trusted overnight Courier, who have provided us with an outstanding service for more than 10 years. The fish will be double bagged, with pure oxygen, and boxed. We deliberately set low figures as to the maximum numbers of fish in a bag to ensure the minimum possible stress on the fish. All orders packed with enough oxygen to travel for a minimum of 48 hours. Your fish will travel overnight, and be with you usually within 24 hours of packing.




Where can you deliver koi to?


We can deliver to mainland UK excluding certain parts of the Scottish Highlands, the Isle of Man and the Isle of Wight. If you live in the Scottish Highlands and are unsure if we can deliver to you or not, please send us an email with your postcode so we can check for you.




How can I track my delivery?


Koi are usually delivered between 8am and 12pm on your given delivery date however this is not guaranteed. Once your order has been dispatched you will receive an email confirmation with your consignment number and tracking link.




How much is the delivery cost?


The delivery cost for live fish starts at £25. If you are just ordering koi food the delivery costs are: - £5 for up to 1kg - £8 for up to 5kg - £15 for up to 15kg If you wish to order multiple koi or include any of the food that we stock in addition to Koi, you will only have to pay one delivery charge dependent on the total combined weight of the orders.




Am I able to make changes to my order once it has gone through?


Any changes to your order such as changing contact / delivery information, adding some food etc. can be made as long as we have plenty of notice before dispatching your order. We will not be able to make any changes after 1pm the day before your arranged delivery date.




I have placed an order for collection, when can I come and collect my koi?


Collections can be made at any time during shop opening hours as long as we receive at least 24 hours notice of your planned collection date. See here for more information on shop opening hours.




I have received my koi and something seems wrong, what should i do?


If you receive your koi and you are unhappy with your order then please contact us as soon as possible on 01590 682010.





Koi Fry

When are your koi fry available?


Our koi fry are usually available from May - July. We do sell out quick so join our waiting list early to avoid missing out.




What varieties of koi do you breed?


The varieties that we breed change slightly every year but they will be a selection of the koi on our varieties page here. We only breed one or two varieties at any one time, so if you want a large mix of varieties, you may have to take them in separate batches throughout our breeding season. Please bear in mind if you are too specific with the varieties you require, you may miss out on fry altogether if that variety does not become available. This may be because we have chosen not to spawn them, that we have none spare (we need to stock our farm first!), or that egg/fry quality was too poor.




How much are your koi fry?





What varieties will I receive in my batch of koi fry?


The varieties you will receive depends on the batch of fry available at the time. We usually do 3 rounds of spawnings and aim to breed 4-6 varieties in each batch. The varieties that are then available for sale as fry will depend on numbers produced and quality of the fry. When the first batch of fry are available for sale we will start going through the waiting list and send details of the varieties in the batch and how to place an order.




How do I place an order for koi fry?


Our koi fry are usually in high demand so we set up a waiting list to make sure you don't miss out. Once the first batch of fry is available for sale we will start going through the waiting list and send details of the varieties available and how to order. Payments can be made by card over the phone or through paypal. If we have spare fry after contacting everyone on the waiting list then we will put them on general sale on our boxes of koi page. Join the waiting list here





Koi Shop

When is your retail store open?


From 1st March - 31st October we are open 7 days a week from 9:30am - 4pm. From 1st November - 1st March we are open by appointment only. Appointments are available Monday - Friday from 10am - 4pm and require at least 24 hours notice.




When is the best time to visit your retail shop?


March / April and September / October are generally the best times to visit the shop as this is when are stock levels are highest.




Do you stock any fish other than koi?


Our shop is mostly stocked with koi but we do also sell some small goldfish, shubunkins, tench, orfe and ghost carp. Availability of these vary throughout the year so it is advisable to contact us before visiting if you are after these fish.




Do you sell any pond supplies in store?


Our retail shop mostly contains koi carp but we also stock a range of koi foods and sell a few basic pond treatments. We do not however sell pond supplies in store.




How are your koi graded?


Our koi are sorted into high grade koi, standard grade koi and C grade koi. We have a strict grading policy and our high grade fish represent the best 5-10% of all our fish. Our standard grade koi are our most popular range of Koi, and a great way to gain a wide range of varieties for a very competitive price. C grade koi are often referred to as pond fillers, these are the plainer fish from our breedings. We still aim to provide the best mix of colours that we can, but these fish are strictly our selection only. Available only as a box, not individually See here for more information of koi grading and availability.




Do I need an appointment to visit the shop?


You do not need an appointment to visit our shop during our summer opening hours. You only need an appointment if you are planning on visiting our store between 1st December and 1st March. These appointments are available Monday - Friday 10am - 4pm and require at least 24 hours notice.




Can I buy your boxes of koi in the shop?


Our box price koi can be ordered and collected in store subject to availability. These koi will be pre-selected by our staff and require at least 24 hours notice before collection..




Am I able to view the individual koi from your website in the shop?


Yes, all of the individually photographed koi on our website are available in the shop. If you would like to take a look at any in store, just show the reference number to a member of staff and they will show you where the koi is and bowl it up for you to view.




Where do your koi come from?


All of our koi are bred on site, we do not bring any koi onto the farm from outside sources. See here for more information about our farm.




What is your quarantine set up?


All the koi we sell are bred here on the farm, which has been bio secure for 15years plus, so in effect have been quarantined since the day we hatched them.
We are checked twice a year and have been for the last 15 years by defra (government body) for any serious notifiable diseases which has come clear every time and all koi once moved into the sales shop are checked regularly for any parasites.
This process means the koi we sell are some of the most healthy and robust koi available in the UK but as with any live stock caution should be used when introducing koi from one source to koi from another source and the use of your own quarantine tank/pond is advisable if you have the set up.




Do you accept card payments in store?


Yes we accept all card and cash payments in store.