Quality

Check a batch. Report an issue.

Report an issue with received goods below. The review uses the batch details, contractual specification and Certificate of Analysis (COA). If you only need documents before ordering, use the separate document enquiry link.

Request documents before ordering ↗Report received goods ↓

How it works

Three steps.

01
Identify the batch: size, pack, batch number or delivery date, supplier and quantity affected. Describe the issue and how the charcoal was stored and used.
02
Keep the packaging and any supporting photos or videos. A manager may ask for observations at 10, 15, 20 and 25 minutes to understand how the charcoal behaved.
03
We review the batch against the specification and the Certificate of Analysis; next steps depend on the findings and the supply agreement

Report

Tell us what happened.

Include the batch details, storage conditions and how the charcoal was used. Keep the packaging and supporting photos or videos; the manager will explain how to send them for review.

Fields marked * are required. Report an issue with received goods. Unknown batch details can be left blank.

Request type *Name *CompanyYour trading name, so we can identify the business behind the enquiry. Optional.Country and city *Where the affected goods were received or used.Contact channel *Email *We will use this contact in the selected channel to answer your enquiry.Product *Pack sizeSelect the received pack weight or EcoPack. Add Retail or HoReCa in the issue description if known.Batch number / delivery dateCopy the batch identifier from the packaging or give the delivery date. Leave blank if unavailable.Venue / store name and addressSupplier / purchased fromWho supplied this batch, so we can trace the delivery.Burner usedThe equipment used to light the charcoal, to help assess the reported behaviour.Burner operating temperature, °C (optional)Only if known or measured; do not guess.Total quantity (kg or boxes)Quantity received. Include kg or the pack weight and number of boxes.Used (kg or boxes)Quantity already used, in the same units as the total.Remaining (kg or boxes)Quantity still available for review, in the same units as the total.Describe the issue *Describe what happened, the quantity affected, storage conditions and bowl setup. A missing batch number does not prevent a report.

Keep any photos or videos from 10, 15, 20 and 25 minutes into the session. The manager will explain which evidence is needed and how to send it.

Shipment details and questionsAny further details that will help us handle your enquiry. Optional.

After receipt, we review your enquiry and reply through your chosen channel. For follow-up, email info@quokka.global.

What we compare against

The quality specification.

Contractual quality limits

ash content≤ 2.5 %
moisture≤ 5 %
fixed carbon≥ 75 %

Contractual limits. Measured results are recorded in the batch COA.

Download specification ↓Request batch COA ↗

OVEN coconut charcoal quality specification
Parameter	Contractual requirement
Raw material	100 % coconut shell — no wood charcoal, no chemical impurities
Moisture	≤ 5 %
Ash content	≤ 2.5 %, white or light grey
Volatile matter	≤ 14 %
Fixed carbon	≥ 75 %
Burning time	≥ 90 min under standard hookah conditions
Heat	stable, ≥ 600 °C
Strength	no cracks or crumbling after a 1 m drop onto concrete or tile
Odour, sparks, smoke	none during ignition and smoking
Cube size	as ordered (25 / 26 / 27 mm), tolerance ± 1 mm, even faces
Before packing	≥ 14 days of natural cooling at the factory (weathering)
Documents	Certificate of Analysis (COA) with every consignment

The table sets out the contractual requirements for OVEN coconut charcoal. Analysis results for a specific batch are recorded in its COA, which you can request from a manager. When assessing burning time and temperature, ask for the test conditions alongside the batch documentation. Request a batch COA ↗

Check a batch. Report an issue.

Three steps.

Identify the batch: size, pack, batch number or delivery date, supplier and quantity affected. Describe the issue and how the charcoal was stored and used.

Keep the packaging and any supporting photos or videos. A manager may ask for observations at 10, 15, 20 and 25 minutes to understand how the charcoal behaved.

We review the batch against the specification and the Certificate of Analysis; next steps depend on the findings and the supply agreement

Tell us what happened.

The quality specification.