Please read the following terms and conditions (“Terms”) carefully, as they form the Service agreement (“Service”) between the buyer (“Buyer”, “You”) and Koi on Demand Ltd. (“Koi on Demand”, “We”, “Us”). If you do not agree to these Terms, you may not use the Service. By using the Service after the above date, you are agreeing to be bound by this agreement, including all amendments made to date.
1. ORDER PLACEMENT
By placing an order you are offering to purchase our products and consequently you are subject to the following terms and conditions. All orders placed are subject to availability and confirmation of the order from Koi on Demand´s end.
We are currently taking telephone, email and fax orders. You can review our products and prices on our website. After reviewing our Available stock list, which you can request anytime at the following email address: [email protected], please send your detailed order including:
- Your full name
- Your company´s full name
- Part #
- Name of product
- Size
- Required quantity
- City and airport where you wish to have the product delivered
- Date when you need the product delivered
- Specific packaging needs
- Special import documentation required
We will get back to you as soon as practicable to provide further assistance and finalize the details. Please include your payment method.
When you place an order, you will receive an acknowledgement e-mail confirming the receipt of your order. This email will not constitute an acceptance of your order from Koi on Demand. When the order is accepted by Koi on Demand after confirming availability, we will send you a Proforma invoice with a summary of your order and the total amount due, based on the payment terms we set up for your company.
All orders are made through our email address, by telephone or via fax. We do not have a minimum order or value policy. We charge an extra handling fee of $50 USD or 50€ for orders of less than two boxes for local ground transportation from our breeding farm to the airport.
2. PRICING
Our prices are generally based on Israeli Shekels FOB Tel Aviv, and therefore there may be changes at any time. All orders shall be prepaid unless other arrangements have been made.
Due to changes in currency as well as market variations, our prices can constantly change. Prices will be updated as frequently as required. We reserve the right to change prices depending on inventory availability, demand and market conditions proposed.
All prices are based on FOB and quoted excluding packing costs, handling fee, freight cost and export documentation cost. All prices are indicative. Prices of some fishes are seasonal.
We make efforts and ensure that all descriptions, details and prices on our website are accurate, errors may occur. If we discover an error in any of the prices listed which you have ordered, we will notify you of this issue as practicable. You can then reconfirm your order at the correct price or cancel it.
3. PAYMENT TERMS
When placing an order you acknowledge and undertake that all details you provide to Koi on Demand are true and accurate, that you are an authorized user of the credit or debit card used to place your order and that there are sufficient funds to cover the cost of the goods ordered.
All payments paid by customer shall cover freight charges, cost of goods, packaging costs, handling fee and required documentation. Payments must be received by Koi on Demand before we proceed with shipping unless customer have been approved and setup for other payment terms.
We accept the following payment methods: credit card, PayPal and wire transfer. Payments are not accepted by personal checks.
If you choose to order using payment by bank wire transfer, transfer fee must be paid by consignee. All payment must be made to the bank information provided on our Proforma
For new customers, we require 100% advance payment. Payment must be received in our account before we ship and must cover cost of goods, packaging, handling and exports documentation.
After filling up a credit application and providing a personal guaranty, approved customers may be offered payment terms for up to net 60 days. These terms only apply to approved and authorized customers.
Once your order is received we execute a regular authorization or verification depending on your payment method to certify there are sufficient funds to fulfill the transaction. In case you are making a payment using a credit card, your card will be debited once such authorization is received by Koi on Demand.
Once we confirm your payment, we will start processing your order and ship them according to the agreed date after payment confirmation. We ship our goods via air which normally take between 24-48 hours or around one to two days to arrive, depending on the destination. Shipping time is also subject to air cargo space availability for the required destination.
4. PACKING
We strive to provide you with the highest quality product. Each fish bred and shipped by Koi on Demand is healthy and colorful as per above standard. We endeavor to accurately display the colors of our products. However, as the actual colors you may see will depend on your monitor, we cannot guarantee that your monitor’s display of any color will be accurate.
After order we start the cooling process (10-14 degree) to the fish to have them fit and ready for the journey, then your order will be ready for packing.
All products are packed in plastic bags with oxygenated water for 48 hours inside carton boxes. The quantity of fishes per box is controlled and regulated by Koi on Demand. We always guarantee that goods are properly packed with adequate volume of water and oxygen for 36-48 hours and that are securely sealed for international shipping.
These packing conditions are indications for fishes to endure normal flight duration excluding unforeseen delays in transit. Due to special sensitivity of the fish being shipped and to minimize the possibilities of Death On Arrival, we may need to modify/adjust packing according to these circumstances. Before processing your order, Koi on Demand will notify you of the required modifications or adjustments such as quantity reduction.
In addition to the price of the product, we charge a packing material fee of $12 USD per container (Styrofoam container with oxygen for 36-48 hours in carton box) for the US market and a packing fee of 10€ per container (Styrofoam container with oxygen for 36-48 hours) for the European market.
The box dimension are 604mmX 411mmX 418mm, and each box shall weight 15-20kg depending on the fish type and size.
We charge an extra handling fee of $50 USD or 50€ for orders of two boxes or less for local ground transportation from our breeding farm to the airport.
In order to make no waste in the plastic bags that contain the fish, fish will not be fed within 1 day prior to shipping.
If you need your order to have a specific packaging, please let us know when placing the order. You will bear total responsibility when making special requests for packing.
5. SHIPPING
Goods are dispatched from Ben Gurion International Airport (TLV).
Shipping costs may vary from country to country. We advise you to request a quote for shipping costs in advance.
Dispatch times may vary according to readiness and unexpected delays resulting from external causes non attributable to Koi on Demand. Since the process for clearance of export goods can be complicated, Koi on Demand will endeavor to dispatch shipments after payment is received.
Koi on Demand will not be liable for any failure of or delay in shipping if such failure or delay is due to causes beyond its reasonable control, including any force majeure event. (Please see DOA Policy in Section 9 of these terms).
Koi on Demand shall reserve the right, in case it is needed, to make partial shipments and substitutions. If you are not willing to receive substitutions, you shall specify this condition when placing your order.
Shipping cost does not include the government import duties and other taxes charged by the destination country. You are responsible for such additional charges payable after your order has been shipped. Please refer to the relevant sources to learn about the duties and taxes charged in your country.
6. DOCUMENTATION
You must specify in writing, the documents that are required to avoid delays in the shipping and arrival process. Regular documents required are: Health Certificates, Certificates of Origin and Phytosanitary Certificates. However, some countries may request different documents or declarations. Please inform us in advance what documentation is required in the destination country. The cost for all required certificates and documentation shall be borne by the client.
In some countries, importers must have an Import Permit Certificate. Please refer to the relevant sources to learn about the requirements in the destination country. If you are planning to import fish to the United States, you will need to contact the U.S. Fish and Wildlife Service, and apply for permit
7. DELIVERY
Delivery is via air and normally will reach destination within 24-48 hours from dispatch (depending on destination), and subject to air cargo approval, and availability of space.
8. FISH CARE: HANDLING OF FISH AT ARRIVAL
All our Freshwater Fish available for export are tank bred and grown in intensive aquaculture farms, as well as our Cold Water Fish. Our indoor aquaculture farms use recirculated water, and a bio filtration close system which is a pollution control technology that helps the environment.
The fish are bred in tap water particularly treated. The hardness of the water is about 5 – 19 dGH and the conductivity is 800-2000 µs, depending on the location of the farm. Water pH is 6.0 – 8.0. Water Temperature: 65.0 -72.0° F (18.33 – 22.22 0C); Water Movement: Moderate; Lighting: Moderate – normal lighting; Lifespan: 20-25 years or more. During the shipping process the PH of the water decreases and on arrival pH should be around 7-10.
Therefore, we suggest the following acclimatization procedure:
A. Adding about 1-2 gr. salt per liter in advance into the water of the receiving tank/aquarium in order to increase conductivity. The salinity will reduce slowly your natural water values by altering the water in the receiving tank/aquarium after fish are adapted. (PLEASE ADVISE THIS PROCEDURE SHALL NOT BE USED FOR NEON-TETRA FISH). Please make sure you use cold water between 14-18c .
B. In case the pH in your natural water is above 7.5, it is recommended preparing in advance tanks/ aquariums with water to obtain a pH level between 6.5 – 7.5.
C. Fish are cold blooded animals. Their body temperature is directly related to the temperature of the water in which they swim. We suggest floating the plastic bags in the receiving tank/aquarium water for at least 20 minutes before adding fish to the tank/aquarium. This will give the water temperature inside the bags a chance to equalize with the tank water temperature.
D. After equalization process with the tank water temperature, we suggest to transfer the fish from the bags with a net and release them directly into the receiving tank/aquarium.
E. The hardness of the water can be a high range of around 7-20 DH.
F. Temperature recommended for Livebearers is 24-26ºC, and for Scalars, Discus and other South American fish, of between 27-29ºc.
G. You can start feeding the fish soon after arrival.
H. You might find some of the fish under anesthesia on or after arrival.
I. There are some species that need specific recommendations. Please contact us for further information if you have any doubt.
DO NOT PUT ANY WATER FROM THE PLASTIC BAGS INTO YOUR RECEIVING TANK/AQUARIUM.
Please advise – in case the pH of the water you are using is above 7.0, mixing fresh water with the plastic bags water will allow NH4 (which is not poisoning) to become NH3 which is the principal form of toxic ammonia.
PLEASE SEE HANDLING INSTRUCTIONS SHEET
9. Dead On Arrival (DOA): Guarantee and Claims
we appreciate your business and we endeavor to provide Freshwater and Coldwater fish of the best quality. We have a record of very low levels of DOA due to our high quality fish and extra careful packing system.
Koi on Demand acknowledges that an estimated DOA of less than 2% may occur, which shall be considered as normal. To prevent losses due to a normal level of DOA, Koi on Demand always will ship at least an extra 2% of your order in case DOA occurs. FOR FISH OF A SIZE UP TO 4 INCHES, WE WILL SHIP AN EXTRA 3-5% OF YOUR ORDER IN AVERAGE WITH NO COST TO YOU. FOR SMALLER FISH SUCH AS GOLD FISH, KOI, OF SIZES BETWEEN 1.5-4 INCHES, DOA CREDIT WILL NOT BE GIVEN FOR LESS THAN 3% OF THE SAME KIND AND SIZE.
To prevent DOA we suggest following the steps listed below:
i. Take immediate care of your order upon its arrival.
ii. Follow our advice as provided in point 8 (Fish Care: Handling of Fish at Arrival).
iii. Take special care in fish acclimatization.
In case DOA of more than 2% occurs, we advise you to check if packaging is sealed properly, if the bags are leaking, the water quality, or if you observe anything abnormal in your package. In every case of a DOA report, we will require from you:
a) DOA report must be made with detailed description within 24 hours after receiving the fish.
b) Photographic or video evidence of any DOA is required and must be sent to our email [email protected] for confirmation and acknowledgement purposes. Only high quality pictures which clearly reveal the quantity of the DOA reported will be accepted.
c) As for the abnormal losses, such as carrier delays, inadequate handling, etc., buyer should file a claim directly with the airline immediately upon clearance at the airport to allow a possible compensation claim under IATA regulations. Please note that Koi on Demand will not be liable for such DOAs. If you refuse to file a claim directly with the airline for the events mentioned above, Koi on Demand will demand full payment of the invoice.
If DOA is higher than 3%, Koi on Demand will issue a credit note on your behalf, given that you adequately follow the DOA report process mentioned above. All claims, if acceptable, will be compensated on your next order, and once full payment is received.
This credit note will not cover the cost of shipping, handling, packing or required documentation.
No claims will be accepted after 24 hours after receipt of shipment.
We reserve the right to change the above Terms and Conditions without prior notice.