Shipping & Returns
Last Updated: March 10, 2025
Thank you for shopping with Kaloud! We’re dedicated to providing you with high-quality products and a seamless experience. Please take a moment to review our Shipping & Returns Policy below—it’s designed to help you understand what to expect when ordering from us and to ensure everything goes smoothly. By placing an order with Kaloud, you agree to the terms outlined here. If you have any questions, we’re always happy to help—just reach out!
SHIPPING POLICY
Order Processing & Shipping Times
We work hard to get your order to you as quickly as possible! Orders placed from our USA and European warehouses are typically processed within 24-48 business hours (Monday–Friday, excluding holidays). Once your order ships, we’ll send you a confirmation email with tracking information so you can keep an eye on its journey. Please note that delivery times after your order leaves our warehouse depend on the carrier.
Shipping Methods & Estimated Delivery Times
We offer several shipping options to suit your needs:
- Standard Shipping (FREE on orders over $100): 3-5 business days
- Expedited Shipping (Variable Rate, Calculated at Checkout): 1-3 business days
- Overnight Shipping: 1 business day
These times are estimates and may vary due to factors beyond our control, like carrier delays, weather, or customs processing. We’ll do our best to keep you updated if anything changes, but Kaloud is not responsible for delays once your package is with the carrier. Please also note that any order received after 11:00 AM Pacific Time may ship the following business day, even if the order includes Expedited or Overnight Shipping.
Note for High-Value Orders: For orders over $200, we may require a signature upon delivery to ensure your package arrives safely. If no one is available to sign, the carrier may attempt redelivery or leave the package in a safe location per their policies. We’re not responsible for packages marked as delivered by the carrier, but we’ll provide proof of shipment to help with any issues.
Address Accuracy & Delivery Issues
We want to make sure your package reaches you without a hitch! Please double-check your shipping details at checkout to ensure they’re accurate. If a package is returned to us due to an incorrect address, we’ll need to charge additional shipping fees to resend it. Kaloud is not responsible for lost or undelivered packages due to address errors provided by the customer.
If your tracking shows “Delivered” but you haven’t received your package, we recommend checking with your local carrier, neighbors, or any safe drop-off spots (like a porch or mailbox). If you still can’t locate it, let us know at interact@kaloud.com, and we’ll provide proof of shipment and delivery confirmation to assist with your inquiry. Please note that we’re not responsible for packages marked as delivered by the carrier or for stolen/misplaced items after delivery.
Holiday Shopping Advisory
The holiday season can get busy! To help ensure your order arrives in time, we recommend placing holiday orders at least 10 business days before the Holiday. During peak times, even expedited options like Next Day or Second Day shipping may take a bit longer than expected, so we can’t guarantee exact delivery dates. Order early to avoid the rush!
International Shipping
We’re thrilled to ship internationally to select countries! However, please keep in mind that customs fees, duties, and taxes are your responsibility and depend on your country’s regulations. International shipping times vary based on your location and customs processing, so we recommend keeping an eye on your tracking number. If your package is delayed in customs, reach out to us at interact@kaloud.com, and we’ll do our best to help. Kaloud is not responsible for delays caused by customs or additional fees imposed by your country.
RETURN & REFUND POLICY
Eligibility for Returns
We want you to love your Kaloud purchase! If something isn’t quite right, you can return most items within 14 days of delivery for a full refund, as long as they are:
- Unused, undamaged, and in their original packaging (including all tags, accessories, and manuals).
- Accompanied by proof of purchase (like your order confirmation email) and the product serial number.
“Original condition” means the item hasn’t been used, altered, or damaged beyond normal inspection. If you’re unsure whether your item qualifies, just drop us a line—we’re here to help!
Non-Returnable Items
To ensure fairness and quality, some items cannot be returned:
- Gift cards
- Sale or clearance items
- Aeolis Hoses
- Aeolis Hose Tips
- Cybele Compostable Mouth Tips
- All our Krysalis Hookah Systems (Calix, Eltheria, Monarch)
- Ayara Filters
- Ayara Filter Adapters
Return Process
Returning an item is easy! Here’s how it works:
- Submit a Return Request: Email us at interact@kaloud.com with your order number and reason for the return.
- Receive Return Instructions: If your return is approved, we’ll send you instructions, including the return shipping address.
- Ship the Item: You’ll be responsible for return shipping costs (we don’t provide return shipping labels). For your peace of mind, we require all return shipments to include a tracking number.
- Inspection & Refund: Once we receive and inspect your item (usually within 3-5 business days), we’ll process your refund to your original payment method within 2-3 business days. Depending on your bank or credit card provider, it may take an additional 5-10 business days for the refund to appear on your statement.
Note: If a return doesn’t meet our criteria (e.g., the item has been used or is missing parts), we may need to deny the return or issue a partial refund. For damaged or defective items, we’ll ask you to provide clear photos of the product and packaging within 48 hours of delivery to process your return.
Partial Refunds & Restocking Fees
In some cases, we may issue a partial refund instead of a full one:
- If the item isn’t in its original condition, is damaged, or is missing parts for reasons not due to our error.
- If the item is returned more than 14 days after delivery.
- For returns not due to our error (e.g., if you change your mind), a 10% restocking fee may apply and will be deducted from your refund.
Exchanges
If you received a defective or damaged item, we’ll replace it under our limited lifetime warranty policy (check out the full details https://kaloud.com/pages/
Refund Processing & Late Refunds
Refunds are issued to your original payment method. Once processed, they may take 5-10 business days to appear on your statement, depending on your bank or credit card provider. If you haven’t seen your refund after this time, please check with your bank first, then let us know at interact@kaloud.com—we’ll help sort it out!
Non-Refundable Costs: Original shipping fees, return shipping costs, and expedited shipping charges are non-refundable unless the return is due to our error.
Gifts
If your item was marked as a gift when purchased and shipped directly to you, we’ll issue a gift credit for the value of your return. If it wasn’t marked as a gift, the refund will go to the original purchaser.
Return Address
Please send all returns to:
Kaloud Returns Department
5300 Ontario Mills Pkwy
Suite 100
Ontario, CA 91764
We recommend using a shipping method with tracking to ensure your return arrives safely. We’re not responsible for items lost in transit without a tracking number.
ORDER CANCELLATION POLICY
Changed your mind? No problem! You can cancel your order within 24 hours of placement by emailing us at interact@kaloud.com. If your order has already been processed or shipped, it can’t be canceled, but you can return it following our standard return policy. Refunds for canceled orders will be processed within 5-7 business days to your original payment method.
CHARGEBACK & DISPUTE POLICY
We’re here to make things right! If you have any issues with your order, please reach out to us at interact@kaloud.com within 7 days of delivery. We’ll work to resolve your concern within 5 business days. Starting a chargeback without giving us a chance to help may lead to additional fees or suspension of your ability to purchase from Kaloud in the future.
If a chargeback is filed, we reserve the right to provide supporting documentation (like proof of shipment, delivery confirmation, and our communications with you) to the payment provider to resolve the dispute. We take fraudulent chargebacks seriously and attempts to initiate chargebacks for delivered orders or invalid returns may result in legal action or reporting to relevant authorities.
FRAUD PREVENTION MEASURES
To keep our community safe, we take steps to prevent fraudulent orders. We may verify payment and shipping information before processing your order, especially if the billing and shipping addresses don’t match or if an order is flagged as high-risk. Orders requiring additional verification may be delayed or canceled at our discretion. If this happens, we’ll reach out to let you know. Thanks for your understanding—it helps protect both you and us!
CONTACT US
Have questions about your order or this policy? We’re here for you! Reach out via:
- Email:interact@kaloud.com
- Live Chat: Available during business hours on our website
GOVERNING LAW
This Shipping & Returns Policy is governed by the laws of the State of Delaware, without regard to its conflict of law principles. We hope it never comes to that, but we want to be clear just in case!
A FINAL NOTE
We’re so grateful for your trust in Kaloud! We may update this policy from time to time to keep it current, and any changes will be posted here with an updated “Last Updated” date. If you have any suggestions on how we can improve, let us know—we’re always listening.
Happy shopping and thank you for choosing Kaloud!
