Frequently Asked Questions
Find answers to common questions about ordering koi, aquatic plants, fish food, pond equipment, shipping, local pickup, and caring for your pond.
Ordering
Do I need an account to place an order?
No. You can check out as a guest, though creating an account makes it easier to view past orders, save addresses, and manage your wishlist.
How do I know whether a product is in stock?
Current availability is shown on each product page. Live koi are typically sold individually, so once a fish is purchased, it will be marked as sold.
Can I place an item on hold?
Hold availability may vary by product. Contact Morganton Ponds before ordering if you need an item held for pickup or delayed shipment.
Can I change or cancel my order?
Contact us as soon as possible. Orders can usually be changed or canceled before processing begins. Once an order has been packed, shipped, or prepared for live delivery, changes may no longer be possible.
Can different product types be ordered together?
Yes, but they may ship separately. Live koi, aquatic plants, fish food, and pond equipment often require different packaging and shipping methods.
Live Koi
Is the koi pictured the exact fish I will receive?
For individually listed koi, the photos and product details represent the exact fish being offered unless otherwise stated on the product page.
Why are some koi marked “Sold” instead of “Sold Out”?
Individually listed koi are unique products with a quantity of one. Once purchased, they are marked “Sold.” Products that normally carry multiple units are marked “Sold Out” when inventory reaches zero.
How are koi shipped?
Koi are securely bagged with water and oxygen, then packed in an insulated container designed for live fish transport. Shipments are scheduled to reduce time in transit and avoid weekend or holiday delays.
Do you ship koi year-round?
Shipping depends on destination, temperature, severe weather, and carrier conditions. We may delay a shipment if conditions could put the fish at risk.
Does someone need to be home for delivery?
Yes. Someone should be available to receive the package and begin acclimation promptly. Live fish should not be left outdoors or unattended after delivery.
How should I acclimate a new koi?
Keep the shipping bag closed and float it in your pond or quarantine tank for approximately 15 to 20 minutes to help equalize the temperature. Gently transfer the koi into the water without adding shipping water to your pond whenever possible.
Always follow any arrival instructions included with your order.
Should I quarantine new koi?
Yes. We strongly recommend quarantining all new koi before introducing them to an established pond. A separate quarantine system allows you to monitor the fish and helps protect your existing collection.
Do koi come with a live arrival guarantee?
Live koi are covered by the applicable Live Arrival Guarantee. You must inspect the shipment immediately and contact us on the delivery date if there is a problem.
Clear photos of the koi in the unopened shipping bag, the box, and the packaging may be required.
Can live koi be returned?
No. Live koi cannot be returned after delivery. Problems at arrival are handled under the Live Arrival Guarantee rather than the standard return policy.
Aquatic Plants
Will my plant look exactly like the product photo?
Plant appearance varies by season and maturity. Plants may arrive smaller, trimmed, dormant, recently divided, or not yet in bloom.
Product images are intended to show the plant’s typical mature appearance.
How do I know where to place a plant in my pond?
Review the Product Details and Plant Care tabs for the recommended planting depth, sunlight, hardiness, and placement information.
Can aquatic plants be placed directly into the pond?
Some can, while others should remain in aquatic planting containers. Use aquatic soil rather than standard garden soil, which can cloud the water and release excess nutrients.
Are aquatic plants safe for koi?
Many aquatic plants can be used in koi ponds, but koi may nibble on leaves, disturb soil, or uproot young plants. Protective baskets, sturdy containers, or rock coverings may be helpful.
Why did my plant arrive with yellow or bent leaves?
Minor yellowing, bent foliage, and soil movement can happen during shipping. Trim damaged foliage as needed and place the plant in the correct conditions so it can establish.
Contact us promptly if the plant appears severely damaged or nonviable.
Can aquatic plants be returned?
Aquatic plants are live products and are generally not returnable. Arrival problems should be reported promptly with photos of the plant and packaging.
Fish Food
How much should I feed my fish?
Feed only what your fish can comfortably consume within approximately 3 to 5 minutes. Start with a small amount and add more only when the food is eaten quickly.
How often should I feed koi?
Feeding frequency depends on water temperature, fish activity, and the type of food.
In warm water, fish may eat multiple small meals per day. Feeding should be reduced as water temperatures fall.
When should I stop feeding koi?
In general, feeding should stop when water temperatures remain below approximately 50°F unless the product is specifically formulated for cold-water use.
Follow the instructions on the food packaging when they differ from general guidance.
What is the difference between daily, growth, color-enhancing, and seasonal food?
Daily food provides balanced nutrition for regular feeding. Growth formulas contain higher levels of protein and energy. Color-enhancing foods support natural pigmentation. Seasonal foods are designed for easier digestion in cooler water.
Can I return opened fish food?
No. Opened fish food and other consumable products cannot be returned. Unopened products may be eligible under the standard return policy.
Pond Equipment
How do I know which pump or filter size I need?
Sizing depends on pond volume, fish load, plumbing, waterfall height, desired flow, and other equipment in the system.
Review the specifications carefully and contact Morganton Ponds before ordering if you need help confirming compatibility.
Are product manuals included?
Many products include printed instructions. Digital manuals may also be available through the manufacturer or in the Manuals & Warranty tab on the product page.
Can I return equipment after installing it?
Used or installed pond equipment is generally not eligible for a standard return. Test sizing and compatibility before installation whenever possible.
Defective products may still qualify for manufacturer warranty service.
Who handles warranty claims?
Warranty procedures vary by manufacturer. Some claims are coordinated through Morganton Ponds, while others are handled directly by the manufacturer.
Keep your proof of purchase, model number, serial number, packaging, and documentation.
What should I do if equipment arrives damaged?
Do not install or operate it. Contact us promptly with your order number and clear photos of the item, box, shipping label, and packaging.
Shipping and Pickup
How are shipping costs calculated?
Shipping charges are based on product type, package size, weight, destination, and required delivery method. Live koi and oversized equipment may have separate shipping charges.
Available options and costs are shown during checkout.
Why did I receive more than one tracking number?
Orders containing different product types may be divided into separate shipments. Products may also ship from different locations or manufacturers.
Do you offer local pickup?
Local pickup may be available for select products. Wait until you receive confirmation that the order is ready before traveling to the pickup location.
What happens if severe weather affects my shipment?
Live koi and aquatic plant shipments may be postponed during extreme temperatures, storms, or carrier disruptions. We will contact you if a safer shipping date is needed.
Can you ship to a P.O. box?
Live products, oversized equipment, and many standard parcel shipments require a physical street address. Use an address where the package can be received promptly.
Returns and Order Issues
What is your return window?
Unused, unopened, and uninstalled merchandise may be eligible for return within 30 days of delivery.
Contact Morganton Ponds before sending anything back.
Who pays for return shipping?
Customers are generally responsible for return shipping unless the item was damaged, defective, or shipped incorrectly.
Are original shipping costs refundable?
Original shipping charges, expedited delivery fees, freight fees, and live-product shipping charges are generally nonrefundable.
What should I do if something is missing from my order?
Check all boxes and tracking information first, since the order may have been split into multiple shipments.
Contact us if an item is still missing and include your order number and details about what was received.
What should I do if I received the wrong item?
Keep the item and packaging in their original condition and contact us promptly. We will review the order and provide the next steps.
Pond Care
How often should I test my pond water?
Test regularly, especially during startup, after adding fish, during hot weather, following heavy rain, or whenever fish behavior changes.
Important measurements include pH, ammonia, nitrite, nitrate, and water temperature.
How often should pond filters be cleaned?
Cleaning frequency depends on pond size, fish load, debris, and the type of filtration system. Follow the manufacturer’s recommendations and avoid overcleaning biological media.
Why is my pond water green?
Green water is usually caused by free-floating algae. Sunlight, excess nutrients, inadequate filtration, and low plant coverage can contribute.
A properly sized UV clarifier may help, but overall pond balance and water quality should also be addressed.
How can I improve oxygen levels?
Use aeration equipment, improve circulation, keep filters clean, and avoid overcrowding. Oxygen levels are especially important during hot weather and overnight.