FAQ

1. General Questions

  • Kaloud is a premium hookah brand dedicated to innovating and enhancing the Hookah (Shisha) experience. By blending centuries-old hookah tradition with modern engineering—and inventions such as the Lotus Heat Management Device (HMD) and Krysalis Systems—our mission is to provide smoother, cleaner, more flavorful, and less harmful sessions. Our products are distributed worldwide. For help with a personal or wholesale order, please email us at interact@kaloud.com.

    • Innovative Design & Engineering
      Our Lotus Heat Management Devices carefully regulate heat and airflow, allowing you to cook rather than burn your tobacco.
    • Premium Materials
      We use high-quality, non-toxic components such as medical- and aerospace-grade aluminum, stainless steel, silicone (BPA- and phthalate-free), and borosilicate glass.
    • Enhanced Flavor & Efficiency
      Our devices reduce ash, extend charcoal life, and improve flavor purity by preventing direct contact between coal and tobacco.
    • Modern Aesthetics
      Each Kaloud product is designed to look as good as it performs, bringing a luxurious, modern feel to your hookah setup.

  • We are headquartered in the United States, with a global distribution network serving customers around the world.

  • No form of smoking is ever completely safe. Kaloud products are engineered to help reduce certain harmful compounds (e.g., by cooking rather than burning shisha, filtering smoke through activated carbon, etc.), but they do not eliminate all risks associated with smoking. Always use our products responsibly and in compliance with local laws and age restrictions.

    For more details on how our products can help reduce harmful compounds, see our Science in Our Hookah" study.

  • Yes. You must be at least 21 years of age (or of legal smoking age in your jurisdiction) to purchase and use Kaloud products. Age verification may be required at checkout or upon delivery.

  • To ensure authenticity, purchase only from Kaloud.com or authorized retailers. Genuine products feature:

    • Branded packaging
    • A unique serial number (found inside the packaging)
    • High-quality construction and finishes

    If in doubt, email interact@kaloud.com with photos for verification.

2. Products

  • The Kaloud Lotus is a revolutionary HMD designed to replace traditional foil and regulate heat transfer from charcoal to shisha primarily through convection, helping to cook instead of burn the tobacco. It reduces ash, ultrafine particles, and unwanted gases for smoother, cleaner, and longer-lasting sessions.

    • Kaloud Lotus I+ or I+3
      The original design, compatible with most bowls, great for beginners and general use.
    • Kaloud Lotus II
      Features updated airflow and design elements for more refined heat control.
    • Kaloud Lotus III
      Our latest generation, offering maximum efficiency, easier operation, and excellent flavor output.
    • Limited/Collector's Editions
      Special finishes or materials released in limited runs.

    If you're not sure, email us at interact@kaloud.com.

    • More consistent heat management
    • Prevents most ash from falling onto the tobacco
    • Extends the life of your charcoal
    • Enhances flavor purity
    • Reduces the amount of charcoal needed
    • Simplifies heat control and maintenance
    • Reduces harmful compounds compared to traditional setups
    • Delivers a smoother smoking experience

  • The Krysalis Family of Hookahs is Kaloud's premium line, combining modern engineering (advanced fluid dynamics, enhanced filtration) with sleek aesthetics. Krysalis systems often feature glass, metal, wood, and/or stone for a beautifully designed statement piece that prioritizes performance as well as style.

    • Krysalis Calix
      Generally a more compact model featuring premium materials like glass and metal.
    • Krysalis Eltheria
      Mid-sized, blending wood, metal, and glass for a sophisticated look.
    • Krysalis Monarch
      Larger or more elaborate designs often incorporating luxury wood and real stone.

    Each model offers advanced fluid dynamics, unique accents, and high-end finishes. For multi-hose use, contact interact@kaloud.com or refer to the product details—some Krysalis models may require additional adapters or specific parts for multiple hoses.

  • Sitra Diffusers come in Aluminum, Glass, and Ceramic. You pack your tobacco around the Sitra, which then transfers heat into the middle of the tobacco for more flavor and thicker clouds.

    • Ceramic Sitra: Best for light leaf shisha tobacco with medium-to-high heat charcoal.
    • Metal Sitra: Great for both dark leaf and light leaf, using low-to-high heat charcoal.
    • Glass Sitra: Has heat-transfer properties between the ceramic and metal versions.

    Note: Many standard bowls can fit a Sitra Diffuser, but ensure the bowl is deep enough to accommodate it. Expect some trial and error to find the ideal setup.

  • Ayara Filters are activated carbon filters that can be inserted into your hookah setup. They work alongside the Lotus HMD to reduce harmful compounds further and provide a cleaner, smoother draw. Check our Ayara Filter Adapter page for exact dimensions and compatibility with your Hookah.

  • Yes. Many of our products (like the Lotus HMD and Samsaris Bowls) fit a wide range of standard hookahs. For best performance, we recommend pairing the Kaloud Lotus with a Kaloud Samsaris Bowl, but many "Lotus-compatible" bowls (e.g., Cosmo, Oblako, HookahJohn, Alpaca, Olla, Solaris) will also work.

  • Our Samsaris bowls are specifically designed for optimal Lotus compatibility. However, any bowl marketed as "Lotus-compatible" with a similar diameter and rim shape should work. For flat-top bowls, the Kaloud Lotus Hookah Sleeve can help secure the device.

    • Aerospace-grade aluminum (e.g., Lotus HMD)
    • Medical- and high-grade stainless steel
    • Food-grade (BPA- & phthalate-free) silicone (Samsaris bowls)
    • Platinum-cured silicone (Aeolis hoses)
    • Borosilicate glass (portions of hookahs and bowls)
    • Premium woods (e.g., walnut, ash, cherry)
    • Real stone (featured on all Krysalis Monarch models)

    Dishwasher Note: While borosilicate glass and silicone may be top-rack dishwasher safe, we recommend hand-washing all parts to maintain finishes.

  • Purchase only from Kaloud.com or authorized retailers. Look for branded packaging, serial numbers, and high-quality finishing. Counterfeits often have rough edges, inferior materials, or missing serial numbers.

  • Yes, we offer replacement parts (e.g., gaskets for Krysalis Hookahs, Lotus lids, Aeolis hose components). Check Kaloud.com or email interact@kaloud.com for availability.

3. Usage & Care

    1. Pack Your Bowl
      Fill it with shisha just below the rim (a light, fluffy pack).
    2. Place the Lotus
      Set the Lotus on top of the bowl; no foil needed.
    3. Add Charcoal
      Place 2–3 fully lit natural coconut charcoals inside the Lotus.
    4. Adjust the Lid/Vents
      Control heat by opening or closing the vents or lid.
    5. Wait & Enjoy
      Allow 5–10 minutes for the shisha to warm up before smoking.

    Important: Do not preheat the Lotus on a stove or open flame. This voids your warranty and can damage the device.

    • More consistent heat management
    • Prevents ash from dropping onto shisha
    • Extends the life of your charcoal
    • Improves flavor purity
    • Reduces the amount of charcoal needed
    • Simplifies heat control and maintenance

  • Use a light, fluffy pack. Overpacking restricts airflow and can lead to burnt flavors, while underpacking may reduce smoke output. Different tobacco brands vary, so experiment to find your sweet spot.

  • Although possible, we strongly recommend natural coconut charcoal for cleaner flavor and less ash. Quick-light coals may produce a harsher taste and typically contain chemicals that can leave residue and off-flavors.

    • Lotus & Metal Accessories
      Let them cool completely, then rinse with warm water and mild, fragrance-free dish soap. A soft brush works well to remove residue. Avoid steel wool or abrasive pads.
      Isopropyl alcohol or specialized hookah cleaners may be used on metal parts if residue is stubborn, but be gentle and rinse thoroughly.
    • Samsaris Bowls (Silicone/Glass)
      Rinse with warm soapy water. Avoid abrasive scrubbing on the glass insert.
      Silicone parts are often top-rack dishwasher safe but may last longer with hand-washing.
    • Krysalis Hookahs
      Disassemble, wash each part with gentle soap and water, and dry thoroughly. Avoid soaking wood or stone parts—wipe them down gently.
    • Hoses
      If washable, rinse with water and hang to dry. Dry handles manually to prevent water spots or oxidation.
    • Between-Sessions Cleanup
      If you're short on time, tap out or gently wipe away leftover tobacco, give a quick rinse to bowls or hoses, and then do a more thorough cleaning every few sessions.
    • Wood & Stone Components
      Wipe gently with a damp cloth and dry immediately. Avoid submerging these in water.

    Tip: Always dry components before storing to prevent oxidation or water spots (especially if your water has high mineral content).

    • Lotus (HMD): After every session to prevent buildup.
    • Bowls & Hoses: Rinse after each session or at least every few sessions.
    • Hookahs (Krysalis): Clean after each session or at least every 2–3 sessions if you smoke often.
    • Between-sessions: A quick rinse keeps flavors from ghosting.

  • Ayara Filters typically last around 20 sessions, but this varies based on your tobacco and charcoal type. If you notice decreased filtration, restricted airflow, or unusual taste, replace the filter. Rinse it thoroughly after each session.

    • Keep them in a cool, dry place away from direct sunlight.
    • For Krysalis Hookahs, use the original storage bag or a protective case.
    • For Lotus HMDs, a soft pouch or box helps prevent dents.
    • Ensure all parts are completely dry before storing.

  • With proper care, a Lotus HMD can last several years. Discoloration is normal over time and does not affect performance.

  • Store in a cool, dry environment away from direct sunlight. Use protective cases or bags for delicate parts (like glass, wood, or stone). Make sure everything is thoroughly clean and dry first.

  • Yes, you can get creative with fruit heads or bowls as long as the Lotus can sit securely on top without direct contact with wet fruit. However, fruit heads are often less stable and more heat-sensitive. Proceed with caution to avoid tipping or spillage.

    • Use a wind cover or keep the Lotus lid partially closed to retain heat.
    • Shield the hookah from strong gusts, which may cause charcoal to burn unevenly.
    • Monitor heat more frequently, as wind can disperse heat quickly.
    • Lotus I+ / I+3: Typically works well with 2–3 pieces of 25–26 mm natural coconut cubes.
    • Lotus II: Similar, but you may get slightly better airflow with 2–3 cubes.
    • Lotus III: Designed for efficient heat, so even 2 cubes may suffice for certain tobaccos, but 3 is common.

    Always ensure coals are fully lit and be ready to adjust the number of coals for heat preferences.

  • Most sessions last 45–90 minutes, depending on:

    • How many coals are used
    • The specific tobacco
    • The bowl pack and the quality of your heat management
    • You can pack your Kaloud products in checked luggage when flying; do not attempt to bring lit coals or open fuel.
    • Check local laws regarding hookah products.
    • Protect fragile glass or wood parts with padding or the original packaging.

4. Ordering & Payment

    1. Browse products on Kaloud.com.
    2. Add to Cart: Select items and add them to your cart.
    3. Checkout: Enter shipping and payment details.
    4. Enter Coupon Codes/Gift Cards: You'll have an opportunity before payment.
    5. Confirm & Pay: Finalize your order. You'll receive an email confirmation.

  • We accept most major credit/debit cards (Visa, MasterCard, American Express, Discover), PayPal, and pay-over-time options like Sezzle. Availability may vary by region. Email interact@kaloud.com with any questions.

  • We process orders quickly. If you need changes, contact our support team immediately. Once an order ships, modifications may not be possible, and you may be responsible for return shipping. See our Shipping and Return Policy.

  • In addition to Kaloud.com, our products are sold by authorized retailers worldwide. Check our Store Locator (if available) or email interact@kaloud.com to confirm a vendor's status. Counterfeits are not covered by warranty.

  • Most in-stock orders ship within 1–2 business days. If there's a delay due to high volume or shortages, we'll notify you via email.

  • If an item is on backorder, we'll reach out via email to confirm whether you'd like to wait or receive a refund.

5. Shipping & Delivery

  • Yes! Kaloud ships to many countries worldwide. Shipping fees vary based
    on location and are calculated at checkout. Note that you're responsible
    for any local duties or customs fees. Email interact@kaloud.com with questions.

    • Domestic (U.S.): 3–7 business days (standard).
    • International: 7–21 business days on average, subject to customs.

  • Shipping costs depend on your location, the weight/size of your order,
    and the shipping method chosen. You can view exact costs at checkout.

  • Some countries restrict or prohibit hookah products. If your country isn't listed, email interact@kaloud.com to see if alternatives are available.

  • In some cases (especially age-restricted items or high-value orders), an
    adult signature may be required upon delivery. This ensures compliance
    with local age laws and protects against package theft.

  • We typically ship via USPS, UPS, FedEx, and DHL, depending on location
    and shipping speed requested. Your tracking email will specify the
    carrier.

  • Absolutely. Once your order ships, you'll receive a tracking number by
    email. Use the link provided or enter the number on the carrier's site
    for real-time updates.

  • Please take photos of the damage if applicable and contact interact@kaloud.com right away. We'll help file a claim with the carrier and find a suitable resolution (replacement or refund).

  • If your order is returned due to an incorrect address, refusal, or
    failure to pay required customs/duties, you may be responsible for the
    cost of return shipping and any related fees.

  • All orders are insured by default, but if you'd like additional coverage for high-value orders, contact interact@kaloud.com prior to shipping to discuss your options.

6. Returns & Warranty

  • We offer a 14-day return policy for most unused, unopened products in
    their original packaging. Consumables (e.g., charcoal) are not
    returnable once opened. Return shipping is usually paid by the customer
    unless the item is defective or we shipped the wrong product. See our Shipping and Return Policy for full details.

  • Email interact@kaloud.com
    with your order number and the reason for return or exchange. We'll
    provide an RMA (Return Merchandise Authorization) number and
    instructions. Refunds/exchanges are processed once the returned item is
    received and inspected.

  • Used products are generally not eligible for return unless they are defective. Please refer to our Shipping and Return Policy for specifics.

  • Contact interact@kaloud.com within 7 days of delivery with photos of the item and packaging. We'll arrange a replacement or refund if needed.

  • Most Kaloud products include a limited warranty against manufacturing defects. For instance:

    • Many Lotus models have a limited lifetime warranty.
    • Accessories like hoses or bowls may have a 1-year warranty.

    Coverage excludes misuse (e.g., preheating the Lotus on a stove),
    improper cleaning (e.g., abrasive scrubbers), or normal wear (e.g.,
    discoloration). See our Warranty Policy for full details.

  • Email interact@kaloud.com with:

    • Proof of purchase (order number, receipt)
    • Product serial number
    • Description of the issue
    • Photos/videos if applicable

    We'll
    guide you through troubleshooting or replacement as necessary.
    International customers may need to ship products back to our U.S.
    address or coordinate with a local distributor.

  • Glass and wood parts are typically not covered for breakage from
    accidental drops. The warranty primarily covers manufacturing defects.
    If you have concerns, email interact@kaloud.com.

  • Items with custom engraving or limited-edition finishes may not be
    returnable unless defective. Warranty coverage applies to manufacturing
    defects but excludes normal wear or misuse.

  • A nominal restocking fee may apply for returned items that are not defective or shipped in error. Please see our Shipping and Return Policy.

  • Items purchased with a gift card will be refunded as store credit or a new gift card unless otherwise stated.

  • If product registration is available on Kaloud.com, we encourage you to register for faster warranty service and product updates.

7. Troubleshooting

    • Make sure your charcoal is fully lit and properly placed inside the Lotus.
    • Check the bowl packing method.
    • Verify airtight seals at all connections.
    • Adjust the Lotus vents or lid for optimal airflow.
    • Consider adding an extra coal if heat is insufficient.
    • Check for obstructions in the hose or downstem.
    • Same as above, plus ensure the outer dome is fully locked in place.
    • Confirm the umbrella valves are oriented correctly (tail up for the downstem, tail down for the purge valve).
    • Check your Ayara Filter (if used) for clogging.
    • Excessive heat: Open vents, remove a coal, or take off the Lotus lid.
    • Packing method: Overpacked or making contact with the Lotus can scorch tobacco.
    • Charcoal quality: Lower-quality or quick-light coals can burn hotter and alter flavor.
    • Session duration: Stir or fluff the shisha mid-session. Remove the Lotus and blow gently on the bowl to cool things down if needed.
    • Check all seals and gaskets.
    • Confirm the water level is correct (about 5mm above the bottom of the downstem).
    • Tighten all parts properly.
    • Use high-quality natural coconut coals.
    • Ensure coals are completely lit before placing them.
    • Open the vents to allow more oxygen.
    • Add an extra coal if needed.
    • Monitor for external wind or drafts.
    • Partially or fully open the vents or remove the lid.
    • Remove one piece of coal if using multiple.
    • Repack the shisha slightly lower or fluff it more.
    • Use smaller coal pieces.

  • Yes. Discoloration is normal due to heat and tobacco residue. Regular cleaning helps, but some darkening will occur over time.

  • Activated carbon can clog after multiple uses. Rinse it thoroughly after
    each session. If airflow remains low after ~20 sessions, it's time to
    replace it.

  • If you notice lingering flavors, try soaking silicone or glass parts in
    warm water with a small amount of baking soda or lemon juice for 10–15
    minutes, then rinse thoroughly.

  • If the Lotus lid sticks due to heat expansion or residue, let it cool
    first. Gently wiggle or rotate it free without forcing. A short soak in
    warm water can help loosen residue.

  • Allow 5–10 minutes for the shisha to warm with 2–3 fully lit coals
    inside the Lotus. Adjust coals, vents, or packing one variable at a time
    to dial in the perfect session.

8. Miscellaneous

  • Yes. We occasionally run promotions, bundles, or discount codes. Sign up for our newsletter
    or follow us on social media for updates. Our loyalty program rewards
    repeat customers with points for purchases, referrals, or reviews, which
    can be redeemed for discounts.

  • Yes! We sell digital gift cards on our website.

  • Absolutely. We offer bulk and wholesale options. Email interact@kaloud.com for details on pricing and requirements.

  • Check out our blog on Kaloud.com, follow our social media channels, or explore online hookah community forums. You're also welcome to email interact@kaloud.com.

  • Herbal blends can be more heat-sensitive. Start with fewer coals and
    increase heat if necessary. All Kaloud products are compatible with
    these alternatives as long as they're intended for hookah.

  • We don't endorse specific brands, but many customers report great
    results with chemical-free coconut coals in 25–26 mm cube shapes.

  • Check Kaloud.com or email interact@kaloud.com for a list of authorized retailers or distribution partners.

  • If you're interested in collaborations, sponsorships, or becoming a Kaloud brand ambassador, email interact@kaloud.com with details.

  • We focus on durability and quality to reduce waste from disposable or
    low-quality products. While we do not claim carbon neutrality, we strive
    to improve our packaging and sourcing over time. Stay tuned for updates
    on additional sustainability measures.

9. Health & Safety

  • No. Any form of smoking carries health risks.
    Kaloud products can help reduce certain harmful compounds by improving
    heat management and filtration, but they do not eliminate the risks of
    tobacco or nicotine consumption.

    For more information, please see our "Science in Our Hookah" study.

  • Yes. Hookah smoke contains volatile organic compounds, polycyclic
    aromatic hydrocarbons, carbon monoxide, and ultrafine particles. Use all
    smoking products at your own risk, comply with local laws, and ensure
    you're of legal smoking age.

  • Yes. You can use herbal or non-tobacco shisha alternatives (e.g., steam
    stones, herbal molasses) with Kaloud devices as long as they are
    intended for hookah use.

    • Always handle lit charcoal with care; keep it away from flammable materials, children, and pets.
    • Allow all components to cool fully before cleaning or handling.

10. Company Values & Practices

  • We prioritize long-lasting, high-quality products to reduce waste. We
    continuously explore improvements to our materials, packaging, and
    processes to lessen environmental impact.

  • Yes. Sign up on Kaloud.com to start earning points for purchases, referrals, and reviews. Points can be redeemed for discounts or special offers.

  • Registering your product (when available) helps with warranty claims and
    ensures you receive the latest updates. For ongoing environmental or
    social initiatives, keep an eye on our website and newsletter.

11. Contact & Support

  • Yes. We typically carry replacement parts for many products. Visit Kaloud.com or email interact@kaloud.com for availability.

  • Feel free to email our Customer Support team at interact@kaloud.com. We're always happy to help you get the most out of your Kaloud experience.

12. "Science in Our Hookah" Study

  • For more information on how Kaloud products help reduce harmful compounds, please see our internal study, "Science in Our Hookah,"
    available here. Key findings include a reported reduction in certain
    harmful compounds when using the Lotus HMD and Ayara Filters compared to
    traditional foil setups. This study was conducted internally by
    Kaloud's research team.

    Disclaimer:

    Kaloud products are intended for use only by adults of legal smoking age in
    their jurisdiction. Using tobacco or nicotine-containing products poses
    health risks; use at your own risk. Always comply with local laws
    regarding smoking and tobacco product usage. Kaloud is not liable for
    injuries, damages, or legal infractions resulting from improper use of
    our products.

    Thank you for choosing Kaloud. We hope this FAQ
    enhances your understanding and enjoyment of our products! If you have
    any further questions, please don't hesitate to reach out at interact@kaloud.com.