Shipping & Returns
Our USA and European warehouses ship orders in 24-48hrs, business days (M-F) excluding holidays. Please note that delivery timing after a shipment leaves our warehouse is dependent on carriers.
We offer free standard shipping for all orders over $100, and variable rate expedited shipping with rates visible in checkout.
A Note on Delivery Times
It's been a weird few years. We've had boats blocking canals, major flooding, volatile financial markets, and dramatic upheavals in global supply chains. (What's that, also a pandemic?) We are working to ensure our manufacturing and warehouse employees are safe at all costs and ask for your patience as we deliver your products as quickly as possible.
As mentioned above—postal carriers across the globe are also incredibly strained this year. Some expedited delivery options will take longer than expected, and we cannot guarantee Next Day, Second Day, or other Expedited shipping dates. We recommend ordering early to ensure holiday delivery—no later than December 10th. That said, we couldn't imagine a better gift (for a friend, loved one, or yourself) than a Kaloud product.
We offer full refunds for items returned within 14 days of delivery. If over 14 days have gone by since your item was delivered, unfortunately we cannot offer you a refund or exchange.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
Sale or Clearance Items
Aeolis Hoses, Hose Tips and Krysalis Hookahs (Due to Covid-19 Sanitary Purposes)
To complete your return, we require a receipt or proof of purchase, as well as the product serial number. Please do not send your purchase back until we instruct you to do so.
There are certain situations where only partial refunds are granted (if applicable):
Any item not in its original condition, damaged or missing parts for reasons not due to our error.
Any item that is returned more than 14 days after delivery.
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment.
Late or missing refunds
If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at firstname.lastname@example.org.
We will replace items if they are defective or damaged, as outlined in our limited lifetime warranty policy. You may also exchange your product within 14 days of delivery in the event of a mistake in ordering as long as the item is unused, in the condition it was received, and in original packaging. If you need to exchange an item or need a replacement part, send us an email at email@example.com.
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will find out about your return.
To return your product, you should mail your product to:
Kaloud Returns Department
10314 Birtcher Dr.
Mira Loma, CA 91752
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If Kaloud provides your return shipping label and you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary. You should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item or that we will reimburse or replace your item in the event it is lost in transit.