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Shipping policy
1. Shipping Methods
| Product Category | Carrier / Method | Cost | Destination | Main Notes |
|---|---|---|---|---|
| Non-live products (accessories, food, equipment, etc.) | National / International courier |
Italy: {{ 5.99 | money }} for orders under {{ 80 | money }} Free for orders from {{ 80 | money }} European Union (outside Italy): {{ 9.99 | money }} for orders under {{ 100 | money }} Free for orders from {{ 100 | money }} |
Italy and EU countries | Tracking via email/SMS |
| Live Koi Carp | Private specialized courier | {{ 100 | money }} per delivery | Italy mainland only (no islands, unless agreed in writing) |
Hand delivery at the nearest highway exit |
2. Order Preparation Time
- Non-live products: 24-48 business hours* from payment confirmation.
- Live Koi Carp: shipped only when we have available slots in our scheduled trips, usually 1-2 times per week. After purchase, you will receive a proposed date/time.
*Excluding Saturdays, Sundays, and public holidays.
3. Details – Non-live Product Shipping
- Confirmation & tracking: you will receive an email with the tracking link as soon as the package is handed over to the courier.
- Standard delivery: 24-72 h depending on destination.
- Missed delivery and rescheduling: if the recipient is absent, courier conditions apply (generally 2 free attempts).
4. Details – Live Koi Carp Shipping
| Aspect | Description |
|---|---|
| Flat rate | {{ 100 | money }} regardless of the number of Koi purchased in the same order. |
| Delivery method | Meeting point at the nearest highway exit to your address. Our driver will contact you the day before to confirm the exact time (30 min window). |
| Geographic coverage | Italian mainland regions only. For islands or ZTL areas, please contact us before purchasing. No live Koi shipments outside Italy. |
| Pickup conditions | The customer must be punctual at the meeting point. After 20 minutes of waiting, delivery may be cancelled, and rescheduling costs may apply. |
| Packing | Double-layer bags, medical oxygen, polystyrene box + cardboard. 24 h endurance. |
| Responsibility during transit | Koi are shipped insured. Any deaths upon arrival are handled according to our “Live Arrival Guarantee” (see Returns & Refunds Policy). |
5. Limitations & Responsibilities
- We do not ship live Koi outside Italy.
- No shipments to P.O. boxes or “hold for pickup” locations without prior agreement.
- Extreme weather conditions or strikes may cause delays: in such cases, the customer will be informed and can choose between waiting or a refund.
- It is the customer’s responsibility to provide correct address and contact details. Any redelivery costs due to incorrect information will be charged to the customer.
