Terms of service

WILLOW BROOK KOI LLC – TERMS OF SERVICE

Effective Date: May 21, 2026

Welcome to Willow Brook Koi LLC ("Company," "we," "us," or "our"). By accessing our website, purchasing our livestock, or utilizing our services, you ("Customer," "buyer," or "you") agree to be bound by the following Terms of Service. Please read them carefully before placing an order.

1. LIVE ARRIVAL GUARANTEE & SHIPPING POLICY

We take immense pride in our packing and shipping protocols to ensure your livestock arrives healthy. Because we are shipping live aquatic animals, we enforce a strict policy regarding transit and arrival:

Scope of Guarantee: We guarantee that all koi and goldfish will arrive alive under the condition that the package is delivered on the first delivery attempt by the carrier.

Strict 2-Hour Claims Window: If an animal arrives deceased (Dead on Arrival, or DOA), you must notify us via email or text within two (2) hours of the carrier’s recorded delivery timestamp.

Required Proof of Loss: To qualify for a replacement or store credit, you must provide:

A clear, uninterrupted video of the deceased fish inside the original, unopened shipping bag.

A clear photograph of the deceased fish lying flat on a solid surface outside of the bag.

Carrier Delays & Weather Holds: We track weather patterns nationwide. We reserve the right to hold shipments at our sole discretion if extreme heat or cold threatens the safety of the livestock. Willow Brook Koi LLC is not responsible for livestock fatalities resulting from carrier delays, mechanical failures, or weather-induced transit disruptions, though we will assist you in filing carrier claims where applicable.

Shipping Costs: Original shipping charges are non-refundable. The customer is responsible for shipping costs on any replacement livestock.

2. BIO-SECURITY, QUARANTINE, & POST-RELEASE LIABILITY

The health of your existing aquatic ecosystem is of paramount importance. Because water chemistry, filtration, and existing pathogen loads vary wildly from pond to pond, our liability ends once livestock enters your water.

Mandatory Quarantine Policy: We strongly advise and request that all buyers quarantine new arrivals in a dedicated, isolated quarantine system for a minimum of 2 to 4 weeks before introducing them to an established pond or community tank.

Assumption of Risk: Once a fish is released from its original shipping bag into your tank, pond, or quarantine system, the buyer assumes all risk. Willow Brook Koi LLC is not responsible for any illness, parasite outbreak, or mortality of the new livestock post-release.

Existing Livestock Disclaimer: In no event shall Willow Brook Koi LLC be held liable for the sickness, injury, or death of your existing livestock, pond fish, or plants resulting from the introduction of our products.

3. LIVESTOCK REPRESENTATION & VARIATIONS

"Exact Fish" vs. "Representative" Listings: If a listing is explicitly marked as "WYSIWYG" (What You See Is What You Get) or features a singular ID number, you will receive that exact fish. For group listings, photographs and videos are strictly representative of the average size, color, and grade of the batch.

Sizing: All measurements provided are approximations taken at the time of listing. Minor variations in length may occur.

Stress-Induced Changes: Please note that shipping is stressful for fish. It is common for koi and goldfish to arrive temporarily pale, clamped, or with minor split fins. Colors typically return to full vibrance once the fish is acclimated to a stress-free environment with proper water parameters.

4. REFUNDS, RETURNS, & CANCELLATIONS

Live Animals Are Non-Returnable: Due to strict bio-security protocols and the high risk of cross-contamination, all live livestock sales are final. We cannot accept returns or exchanges on live fish under any circumstances.

Order Cancellations: If you request an order cancellation before the livestock has been packed or shipped, a 15% restocking and holding fee will be deducted from your refund to cover the labor and facility adjustments required to return the fish to general holding.

Right to Refuse Service: We reserve the right to cancel any order or refuse service to anyone, at any time, for any reason, including but not limited to unsafe shipping weather, incomplete address verification, or unreasonable customer demands.

5. LIMITATION OF LIABILITY

To the maximum extent permitted by applicable law, Willow Brook Koi LLC, its owners, and employees shall not be liable for any indirect, incidental, special, consequential, or punitive damages. This includes, without limitation, the cost of water treatments, veterinary fees, pond repair, electricity, or emotional distress. In no event shall our total liability exceed the actual purchase price paid by you for the specific livestock or product in question.

6. GOVERNING LAW & JURISDICTION

These Terms of Service and any separate agreements whereby we provide you services or products shall be governed by and construed in accordance with the laws of the Commonwealth of Pennsylvania, without regard to its conflict of law principles. Any legal action, suit, or proceeding arising out of or relating to these Terms must be instituted exclusively in a state or federal court located in Lancaster County, Pennsylvania.