Shipping & Returns
Last Updated: August 17, 2026
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!
AGE REQUIREMENT
You must be at least 21 years old (or the legal minimum age in your jurisdiction, whichever is higher) to purchase from Kaloud. Kaloud reserves the right to request age verification before completing or fulfilling any order, and to cancel any order where verification is required and cannot be completed.
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 1-2 business days (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. The same applies to shipments refused at delivery or returned because required customs duties or taxes were not paid—return shipping and related fees may be deducted from any refund.
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.
Shipping Liability Disclaimer
By placing an order with Kaloud, Inc., the purchaser acknowledges and agrees that the risk of loss for all products transfers to the customer upon delivery of the goods to the designated shipping carrier. Pursuant to UCC § 2-509 and analogous state-law provisions, Kaloud, Inc. shall not be liable for any damage, loss, theft, misdelivery, or nondelivery of packages once the shipment has been tendered to the carrier and designated as “in transit” or “delivered,” except where applicable law provides otherwise.
Although Kaloud, Inc. will use commercially reasonable efforts to assist customers with shipment tracking and delivery inquiries, we expressly disclaim all responsibility for parcels that are lost, stolen, or damaged during transit—including, without limitation, those marked as delivered by the carrier but not physically received by the customer. This disclaimer encompasses incidents such as porch piracy, incorrect delivery by third-party carriers, or internal carrier mishandling. Kaloud, Inc.’s sole obligation in such circumstances is to furnish documented proof of shipment and carrier delivery confirmation upon request.
Recommendation to Purchase Route Package Protection
To further secure your purchase against transit risks, Kaloud, Inc. strongly recommends adding Route Package Protection at checkout. Route is an independent, third-party package protection service, backed by an insurance policy, that resolves eligible transit issues—including loss, theft, and damage—with a refund or reorder in accordance with Route’s Package Protection Policies. While this service is entirely optional, we emphasize its importance as an added safeguard.
If Route Package Protection is purchased and a claim arises, customers must file directly with Route via its app or claims portal, subject to Route’s eligibility rules and time limits (for example, stolen-package claims generally must be filed within 30 days of the marked-delivered date), so please review Route’s Package Protection Policies and file promptly. Kaloud, Inc. will cooperate and provide relevant documentation to support your claim.
Should you decline Route Package Protection, you remain responsible for monitoring shipment tracking and ensuring delivery to a secure location, and you assume responsibility for any loss, theft, or damage occurring once the shipment has been transferred to the carrier, except where applicable law provides otherwise. In such cases, Kaloud, Inc. may, at its sole discretion, assist with carrier documentation, troubleshooting, or replacement solutions as a gesture of goodwill; any such assistance is voluntary and does not create an obligation or precedent.
Goodwill and Exceptions
Kaloud reserves the right to make reasonable exceptions or provide goodwill assistance in individual circumstances. Any exception or goodwill resolution is provided at Kaloud’s sole discretion and does not modify these policies or create an obligation to provide similar treatment in the future.
Carrier Delivery Confirmations
Kaloud, Inc. relies exclusively on the official tracking data furnished by shipping carriers (e.g., UPS, USPS, DHL, FedEx) as conclusive evidence of delivery. If a shipment is marked “Delivered” but is not received, the customer must promptly contact the relevant carrier to investigate and initiate any required claims. Kaloud, Inc. will supply all supporting documentation—such as proof of shipment, tracking information, and fulfillment confirmation—but will not be responsible for replacing or refunding orders deemed delivered absent demonstrable merchant error.
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 or Overnight 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
- Krysalis Upward Purge 2.0
- Opened consumables (e.g., charcoal)
Non-returnable items remain covered for manufacturing defects under the applicable Kaloud Limited Warranty—see our Warranty Policy. EU & UK consumers: statutory withdrawal rights may apply notwithstanding this list—see “Customers in the EU & UK” below.
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 unless the return is due to our error (for example, we shipped the wrong item), in which case we’ll cover or refund reasonable return shipping. Defective products are handled under the Kaloud Limited Warranty rather than this return process. All return shipments must 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: When requesting a return or exchange, the customer must accurately describe the item’s condition and disclose any known damage, defect, use, alteration, or missing parts.
All returned merchandise is inspected upon receipt by Kaloud. If an item arrives back at Kaloud damaged, defective, incomplete, used, altered, or in a condition materially different from what was disclosed in the return request, Kaloud may pause processing, request additional information, deny the return or exchange, or issue a partial refund based on the item’s actual condition. Unless Kaloud provides the return shipping label or expressly agrees otherwise in writing, the customer is responsible for safely packaging the returned merchandise and bears the risk of loss or damage while the return is in transit to Kaloud. Any claim for damage occurring during return shipment must be pursued with the return carrier.
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 item, we’ll replace it under our limited lifetime warranty policy (check out the full details https://kaloud.com/pages/
Note:
Manufacturing defects are evaluated under the applicable Kaloud Limited Warranty Policy. Damage occurring while an order is being shipped from Kaloud to the customer is governed by the Shipping Liability and Route Package Protection provisions above.
Eligible products may also be exchanged within 14 days of delivery if they are unused, complete, and in their original packaging.
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
You must use a shipping method with tracking to ensure your return arrives safely. We’re not responsible for items lost in transit without a tracking number.
European Union returns:
Kaloud Europe GmbH
Traberhof 13
41836 Hückelhoven
Germany
Customers outside the U.S.: please contact interact@kaloud.com before shipping any return so we can confirm the correct return address and process for your region.
CUSTOMERS IN THE EU & UK — YOUR STATUTORY RIGHTS
If you are a consumer in the European Union or the United Kingdom, nothing in this policy limits your statutory rights, and where this policy conflicts with those rights, your statutory rights prevail.
Right of withdrawal: You may withdraw from your purchase within 14 days of the day you (or a person you designate) receive the goods, without giving a reason. To exercise this right, email interact@kaloud.com with a clear statement of your decision to withdraw (a model withdrawal form is available from us on request), and return the goods within 14 days of your notice. You bear the direct cost of returning the goods. We will refund all payments received, including standard delivery costs (excluding any premium delivery option you selected), within 14 days of your withdrawal, and we may withhold the refund until we have received the goods back or you provide proof of sending. You are liable only for any diminished value of the goods resulting from handling beyond what is necessary to establish their nature, characteristics and functioning.
Exceptions: The right of withdrawal does not apply to sealed goods that are not suitable for return for health-protection or hygiene reasons once unsealed after delivery (for example, mouth tips, hose mouthpieces, and sealed filters), or to goods made to your specifications or clearly personalized (for example, custom engraving).
EU/UK returns: Please contact interact@kaloud.com before returning goods so we can direct your return to Kaloud Europe GmbH or the correct regional facility.
Legal guarantee of conformity: Independently of any Kaloud commercial warranty, EU consumers benefit from a legal guarantee of conformity of at least two years from delivery, and UK consumers have remedies under the Consumer Rights Act 2015, including a 30-day short-term right to reject faulty goods. Our commercial warranty does not limit these rights.
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 issue with your order, please contact us at interact@kaloud.com as soon as possible—and in any event before initiating a chargeback—so we have the opportunity to resolve it. We aim to resolve concerns within 5 business days. Initiating a chargeback without first giving us the chance to help may result in suspension of your ability to purchase from Kaloud in the future.
If a chargeback is filed, we reserve the right to provide supporting documentation (such as proof of shipment, delivery confirmation, and our communications with you) to the payment provider, and to dispute chargebacks we believe to be invalid.
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!
Kaloud also reserves the right to refuse or limit returns, replacements, refunds, warranty service, or other remedies where we reasonably determine there is evidence of abuse, fraud, repeated or excessive claims, unauthorized resale, counterfeit purchases, misuse, or violation of these policies.
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. Nothing in this policy limits any non-waivable rights you may have under the consumer protection laws of your place of residence. 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!