1. How do I contact Customer Service?
2. In what formats are videos available?
3. Is it safe to put my credit card number over the Internet?
4. When does my credit card get charged?
5. I don't have an email address. What should I do when ordering via the Internet?
6. What if my order isn't ready at once?
7. How do I know if you've received my order?
8. Why do I need to keep a copy of my invoice number?
9. I'm having trouble doing something on the site. Who should I contact?

1. How do I contact Customer Service?
To speak to a someone about your order, call between 9 a.m. and 5 p.m., or send an email to customerservice@koikeeper.com.   Click here for the appropriate phone numbers.  

2. In what formats are videos available?
VHS: American NTSC standard prerecorded videotape.
PAL: European standard prerecorded videotape.
If you are unsure which video format to order check our international video format guide.

3. Is it safe to put my credit card number over the Internet?
Shopping online with Koi Keeper.com is safe and easy. We encrypt your credit card number and other personal information, so that it is unreadable in transit over the Internet from you to us. The security of your credit card information -- is our top priority.

In fact, entering your credit card number on our site is safer than using it at a retail store or restaurant! But if you still don’t feel secure you can fax  in your order to us. If you don't have access to a fax machine, we're happy to take your order by phone. Please call between 10 a.m. & 5 p.m. Click here for phone numbers and contact details.

4. When does my credit card get charged?
We do not charge your credit card until we ship your order to you. We only charge your credit card for the item(s) shipped.

5. I don't have an email address. What should I do when ordering via the Internet?
Tip: If you don't have an email address, type in none@none in the email address form.

6. What if my order isn't ready all at once?
We will send you the portion of your order that is ready, and then send you the balance of the order once it is ready. We will charge your credit card only for the items we send out to you.

7. How do I know if you've received my order?
Within 24 hours of receiving your order, we will send you a confirmation email with your order number.

8. Why do I need to keep a copy of my order number?
Having your order number will greatly assist us if you have any questions about your order.

9. I'm having trouble doing something on the site. Who should I contact?
E-mail webmaster@koikeeper.com. Your question will be passed to the appropriate person, and you will receive a response with instructions. We appreciate your comments.

If you have any other questions please feel free to email them to customerservice@koikeeper.com.