Welcome to our Frequently Asked Questions section! We understand that buying koi and essential pond equipment can sometimes bring up a few questions, whether you're a seasoned enthusiast or just starting your aquatic journey. We've compiled a comprehensive list of the most common inquiries from our new and loyal customers to help you find the answers you need quickly and easily. If you can't find what you're looking for here, please don't hesitate to contact our friendly team directly – we're always happy to help!

Koi purchases and Delivery

How are koi delivered?

Ensuring the safe and stress-free arrival of your new koi is our top priority. Each koi is individually and carefully bagged with ample oxygen and water in specialized, strong bags designed for aquatic transport. These bags are then securely placed into robust, insulated boxes to maintain a stable temperature during transit. We partner exclusively with specialist couriers who are experienced in handling live aquatic animals, ensuring that your precious fish arrive swiftly and in optimal health. Our streamlined delivery process is designed to minimize travel time and maximize the well-being of the fish

Can I choose my delivery day?

Absolutely! We strive to make your delivery as convenient as possible. During the checkout process on the cart page, you'll find an 'add order note' section where you can clearly state your preferred delivery day. Please note that for the welfare of the koi and our logistical schedule, deliveries are strictly available on Wednesdays, Thursdays, and Fridays each week. After you place your order, our team will confirm the availability of your requested day via email. We highly recommend being available to receive your fish on the confirmed delivery day to ensure a smooth transition into their new environment.

Do you offer free delivery?

To cover the specialized handling and express courier service required for live koi, a flat delivery fee of £29.95 per order applies. This ensures the highest standard of care for your fish during transit. We always offer free collection from our facility as an alternative, which many local customers find convenient. If you place a subsequent order before your first order has been dispatched, we strongly advise selecting the collection option to avoid duplicate delivery charges. However, should you accidentally select delivery again for a subsequent order, please contact us immediately. We will aim to process a refund for the additional delivery fee within 5-10 working days, provided the orders are consolidated for a single dispatch.

Pond Equipment

Do filters come with media?

The inclusion of filter media varies by product and manufacturer. While most of our pond filters do come supplied with a starter set of media – such as sponges, bio balls, or ceramic rings – it's crucial to always refer to the individual product description on our website for precise details. The product page will clearly state what is included in the box. If you're ever unsure, or if you need recommendations for additional or specific types of media, please don't hesitate to reach out to our team directly. We're here to ensure you get the right components for optimal filtration.

What pump size do I need for my pond?

Determining the correct pump size is vital for maintaining a healthy and clear pond. The ideal pump capacity depends primarily on your pond's total water volume and the specific setup (e.g., whether it's powering a filter, a waterfall, or both). As a general rule of thumb, your pond pump should be capable of circulating the entire volume of your pond at least once per hour. For heavily stocked ponds, or those with waterfalls that require significant head height, you might consider a pump that circulates the water 1.5 to 2 times per hour. We recommend calculating your pond's volume first (Length x Width x Depth in feet x 6.23 for gallons, or in meters x 1000 for litres) and then choosing a pump with a suitable flow rate. Our team can also assist you with these calculations if you provide your pond dimensions.

Do you offer installation help or advice?

While we don't offer on-site installation services, our experienced team is absolutely delighted to provide comprehensive guidance and advice to help you set up your pond equipment correctly. We understand that installing filters, pumps, and UV clarifiers can seem daunting, especially for beginners. We're happy to walk you through the process, offer troubleshooting tips, and help you choose the perfect integrated setup via email or phone. Don't hesitate to get in touch before, during, or after your purchase – we're committed to helping you achieve a thriving pond environment.

Koi Health & Quarantine

Are the koi quarantined?

The health and well-being of our koi are paramount. Every single koi that arrives at our facility undergoes a rigorous and comprehensive quarantine and health check process before ever being listed for sale. This isn't just a brief check; as a minimum, all our koi are held under strict quarantine conditions for a duration of 6-8 weeks. During this period, they are closely monitored for any signs of disease or stress. A key part of our protocol involves heat ramping our koi at least twice within the quarantine period. This controlled increase in water temperature helps to stimulate and reveal any dormant pathogens, allowing us to proactively treat them and ensure the fish are robust and healthy before they ever reach your pond. This meticulous process provides you with the highest confidence in the health of your new aquatic family members

Do you treat for parasites before selling?

Absolutely – proactive health management is a cornerstone of our facility. We have separate filtration for all holding tanks to minimise any risk to our koi whilst on site, with us also conducting a percentage random scrape across all holding tanks periodically as part of our bio security and daily abnormality checks along with water parameter checks 3 times a week. Any issues that are detected are dealt with immediately and no koi sent out from any holding tank showing signs of health issues. Beyond general monitoring, each koi undergoes targeted treatments as needed to ensure they are free from common parasites before shipping. This includes regular microscopic examinations and preventative treatments designed to address a range of potential issues. Our aim is to ensure that every koi leaves our facility in the very best possible condition, giving you peace of mind and reducing the risk of introducing health issues to your existing pond inhabitants.

Pond Care & Maintenance

How often should I clean my pond filter?

The frequency of filter cleaning depends on several factors: the type of filter you have (e.g., pressure filter, box filter), the size of your pond, and the number of fish you keep. As a general guideline, we recommend checking and cleaning your filter at least once a week during peak season (spring and summer) when fish are most active and consuming more food. During colder months, this can often be reduced. A dirty filter can lead to poor water quality, so it’s important to monitor its performance. Many modern filters have indicators that show when cleaning is needed. Always follow the manufacturer's specific instructions for cleaning your particular filter model.

What are the ideal water parameters for koi?

Maintaining stable water parameters is crucial for healthy koi. Here are the key parameters to monitor:

• Ammonia (NH3/NH4): Should always be 0 ppm (parts per million). Ammonia is highly toxic to fish, produced from fish waste and uneaten food.
• Nitrite (NO2): Should also be 0 ppm. Nitrite is less toxic than ammonia but can still harm fish, affecting their ability to carry oxygen.
• Nitrate (NO3): Ideally below 20-40 ppm. Nitrate is the end product of the nitrogen cycle and is less toxic, but high levels can still stress fish and encourage algae growth.
• pH: The ideal range for koi is generally 7.0 to 8.0-8.5, with 7.5 being a good target. Drastic swings in pH are more dangerous than a stable pH slightly outside this range.
• KH (Carbonate Hardness): This is vital for buffering your pond's pH and should be maintained above 6°dH for the best water quality. Low KH can lead to dangerous pH crashes. Regular testing will help you keep these levels in check and ensure a safe environment for your koi.
• GH (General Hardness): Calcium and magnesium, often called general hardness minerals, are vital for healthy aquatic life. Fish, for example, rely on them for growth, metabolism, and other bodily functions. Over time, these essential minerals can be depleted by rainwater, soft tap water, or consumption by biological processes. Always keep GH above 8 °dH for the best water quality.
• CL2 (Chlorine): CL2 level must be 0 ppm at all times, we recommend using a dechlorinator.
• Dissolved Oxygen: Maintain a dissolved oxygen level of at least 6 ppm.

How often should I test my pond water

We highly recommend regular water testing to proactively manage your pond's health.

• New Ponds/After Major Changes: Test daily or every other day for the first few weeks to monitor the nitrogen cycle.
• Established Ponds (Spring/Summer): Test at least once a week for ammonia, nitrite, nitrate, and pH. This is when your pond is most active.
• Established Ponds (Autumn/Winter): You can reduce testing to every 2-4 weeks. However, we still advise you to test at least once a week as bacteria growth tends to reduce in colder temperatures and koi's immune system starts to shut down at temperatures below 10c.
• When Fish Show Stress/Illness: Test immediately if you notice any changes in your koi's behaviour, appearance, or if your water appears cloudy or green.
  Consistent testing allows you to catch and correct issues before they become serious problems for your fish.

When should I feed my koi, and how much?

Feeding frequency and amount largely depend on the water temperature and the size/activity level of your koi.

• Above 15°C: You can feed small amounts 2-4 times a day, only what they can consume within 5 minutes. Remove any uneaten food to prevent water quality issues. High-protein foods are suitable.
• 10°C - 15°C: Reduce feeding to once a day with a easily digestible, low-protein wheatgerm-based food.
• Below 10°C (50°F): Stop feeding entirely. Koi's digestive systems slow down significantly in cold water, and food can rot in their gut, causing health problems.
  Always feed a high-quality koi-specific food. Overfeeding is a common cause of poor water quality.

Please note that your filtration will often determine how much you are able to feed your koi due to waste and the nitrifying process.

What should I do if my pond water is cloudy?

Cloudy pond water is a common issue and can have several causes. Here are initial steps to take:

1. Test Your Water: Immediately check your ammonia, nitrite, and nitrate levels. An imbalance in the nitrogen cycle (especially in new ponds) can cause a milky or hazy cloudiness.
2. Check Your Filter: Ensure your filter is clean and functioning correctly. Clogged filters are inefficient and can't remove particulate matter.
3. Address Algae Blooms: Green cloudiness usually indicates a "green water" algae bloom. This is often caused by excess nutrients (nitrates/phosphates) and too much sunlight. A UV clarifier is highly effective for this.
4. Evaluate Overfeeding/Overstocking: Too many fish or too much food can quickly overwhelm your filter and lead to cloudy water from excess waste.
5. Sediment Disturbance: Sometimes, digging around the pond or heavy rain can stir up sediment, causing temporary cloudiness.
   If the issue persists after these checks, consider a partial water change (never more than 25-30% at once) and consult with us for further advice.

Ordering & Account

How do I create an account?

Creating an account with JS Koi is quick and easy! Simply click on the "Account" or "Sign In" icon usually found in the top right corner of our website. From there, you'll see an option to "Create an Account" or "Register." You'll just need to provide a few details like your name, email address, and a secure password. Having an account allows you to track your orders, save your shipping details for faster checkout, and potentially access exclusive member discounts.

What if I forget my password?

Don't worry, it happens to the best of us! If you forget your password, navigate to the "Account" or "Sign In" page. Below the login fields, you'll find a "Forgot your password?" or "Reset password" link. Click on this, enter the email address associated with your account, and we'll send you an email with instructions on how to reset your password securely. Be sure to check your spam or junk folder if you don't see the email within a few minutes.

Can I change my order after it's placed

We process orders as efficiently as possible to ensure fast delivery, especially for live koi. Therefore, changes to an order after it has been placed are generally not possible, particularly once it has entered the packaging or dispatch phase. If you need to make an urgent change, please contact us immediately by phone during business hours. We'll do our best to accommodate your request, but we cannot guarantee modifications once an order is confirmed and in processing. For live koi orders, changes are extremely difficult due to the specialized packing and courier arrangements.

How do I track my order

Once your order has been dispatched, you will receive a shipping confirmation email that includes your unique tracking number and a link to the courier's website. You can use this tracking number to monitor the progress of your delivery online. For live koi orders, our specialist courier will also communicate directly with you regarding delivery times. If you have created an account with us, you can also log in to your account and view your order history, where tracking information will be available once your order ships.

Our Facility & Ethics

Can I visit your facility?

At present, our facility operates primarily as an online koi outlet and we currently not open for public walk-in visits, however we offer appointment booking slots to collect, view and purchase our koi. There is no minimum spend to book as appointment with us. This allows us to maintain strict bios-security protocols for the health and safety of our koi and to focus on efficient order fulfilment. Please keep an eye on our newsletter and social media for any announcements regarding such opportunities. Free collection of online orders is always available from our facility during designated hours, please contact us prior to collecting your koi to ensure a smooth and stress free environment for the koi's journey.

Where do your koi come from?

We pride ourselves on sourcing high-quality koi from reputable and trusted breeders. Our koi are primarily imported from top Japanese breeders, renowned for their exquisite varieties, strong genetics, and exceptional health standards. We also occasionally source from other highly respected international and domestic breeders who meet our rigorous quality and health criteria. Every koi undergoes our extensive in-house quarantine process upon arrival, regardless of its origin, to ensure it meets our exacting health standards before being offered for sale.

What is your commitment to koi welfare?

Our commitment to the welfare of our koi is at the core of everything we do. From the moment they arrive at our facility, through their strict quarantine period, and until they are safely delivered to your pond, their health and well-being are our absolute top priority. This commitment is demonstrated through:

• Extended Quarantine: Our minimum 6-8 week quarantine with multiple heat ramping.
• Proactive Health Management: Regular health checks, water quality monitoring, and preventative treatments.
• Optimal Facilities: We maintain clean, spacious, and appropriate environments for all our fish.
• Expert Handling: Our team is highly trained in gentle and stress-reducing handling techniques.
• Specialised Shipping: Using dedicated, live aquatic couriers for safe and swift transport.
  We believe that healthy, happy koi make for happy customers, and we are dedicated to setting the highest standards in koi welfare.

General

Do you ship outside the UK?

At present, our specialist live aquatic courier services and standard shipping options are exclusively set up to operate within the United Kingdom. This ensures we can maintain the highest standards of care and timely delivery for all our products, especially live koi. We are always evaluating our capabilities and potential for expansion, so please check back on our website for any future updates regarding international shipping.

Do you offer customer discounts?

We highly value both our new and loyal customers, and we love to reward your support! Yes, we regularly offer a variety of discounts, special promotions, and exclusive deals on our koi and pond equipment. The absolute best way to stay informed about upcoming offers, new koi arrivals, and exciting product releases is by signing up for our newsletter. You can easily do this via the link in our website footer. Additionally, creating a customer account on our website often unlocks access to member-only promotions and makes your future purchases even smoother. Don't miss out on opportunities to enhance your pond for less!