Our order policies are fairly simple and straight forward. We are a wholesale business and thus our policies are designed to allow rapid fulfillment of your order with minimal effort by you, the buyer.
Be sure to place your orders by Noon on Friday for the next weeks shipment. This will allow us enough time to get the best fish ready for you and to research the best possible flights for delivery. Orders placed after Noon on Friday will ship the following week.
- Orders are filled on a first-come, first-served basis. On some of our larger accounts we do hold individual inventory to be sure that you recieve what you need when you need it.
- Orders must be prepaid. We accept all major credit cards -- MasterCard, Visa, American Express and Discover. Company check or personal checks are accepted, however orders will not be shipped until the checks clear and stock quantities may change during the time the check awaits approval. Net terms are available on a very limited basis and only to those with a long-standing credit history in the fish business and with Blackwater Creek Koi Farms Inc. Wire transfers may also be done. Please contact us for wiring details.
- Cancellation Policy. Due to the high demand and fast turnaround of our shipments, cancellations can cause major problems. Please be sure to order only those fish that you need. Cancellation of more than 2 orders may limit your availability of future fish.
- Shipping. Your order will be packed to arrive safely at your airport within 36 hours. We will notify you the day before shipping by e-mail as to the approximate time and flight number on which your fish will arrive. Sometimes the airlines delay shipments and the packages cannot arrive on the flight we specified. These delays happen approximately 15% of the time. The airlines do not allow any claims for fish that are delayed for less than 48 hours. Should there be a problem with the packages after they arrive, please be sure to note any damage on the airway bill prior to signing for the packages. We cannot be responsible for delayed flights as this is out of our control.
Our fish are guaranteed for 72 hours. This is a health guarantee. Our fish are treated and inspected prior to shipping to ensure that you get the strongest, healthiest fish available. It is not possible to inspect each fish individually and thus problems do occur. If you experience a problem, call us immediately so we may help. If you call us with a problem, and you administer the treatments we suggest immediately (typically it is to add salt!), and you still lose the fish, we will replace or refund the cost of the fish less shipping.
We strive to offer the very best in product quality, pricing and customer service. We know how important it is to receive your product in great condition and in a timely manner. In order to keep our prices as low as possible, we request that our customers do the following.
- Pick up fish within 2 hours of arrival. Inspect fish at the airport. Note on the Airway bill any damage to the box or internal bags.
- Keep fish in a cool place on the trip home.
- Float fish in the bags in the receiving tank for 1/2 hour.
- Add your pond water to the bag filling it up to 50% of it's volume. Note their activities. Allow 15 minutes for the fish to acclimate and then release them. Do not place the water from the bag into your pond. If the fish act erratic, test your water for any problems prior to release and adjust accordingly.
- It also helps to check the pH of both your pond water and the water in the fish bag. If the pH is drastically different, gradually add more pond water to the fish bag, waiting 15 minutes between each water addition, until the pH is equalized.
The water quality should be:
- salt level 5ppt (5 lbs non iodized salt per 100 gallons) -- this is very important!
- Temperature 70-85 degrees
- pH 6.5-8
- Ammonia 0 PPM
- Nitrite less than .25 PPM
- Oxygen 4 PPM or greater
Notify Blackwater Creek immediately upon notice of any problem for help in correcting it!
Your fish will be packed in polyethylene bags with pure oxygen and an ammonia absorbent. They are packed to arrive within 36 hours of packing in good shape. Fish are shipped via commercial airlines; typically Delta or Northwest, Southwest, Air Canada, American Airlines or United. They are shipped priority first. This means they will go out on the first available flight. It is the resposibility of the customer to prepare for the possibility of a delayed flight. We cannot be resposible for any additional costs associated. Delays happen approximately 10-15% of the time and are usually less than 4 hours. We prefer shipments on Thursdays when freight space is more plentiful. Other shipping days can be arrange at the customers request. You will be notified of the shipping details the day before shipment.
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