Order tracking
Order Tracking
1. Purpose of the page
This page explains how to check the status of a Qulendra order from purchase confirmation to the delivery of the packages. These instructions apply primarily to bookcases and display cabinets, sideboards and storage units, kitchen organization furniture, and other panel-based or ready-to-assemble furnishings.
Due to the nature of the furniture, an order may consist of multiple panels, fragile items, hardware, and accessories packaged separately. Consequently, the status displayed for a single package does not necessarily describe the entire order.
2. Main order stages
The order may go through the following operational stages:
Order received: the system has acquired the data transmitted during checkout. This registration does not mean that shipping has already begun.
Order under verification: Qulendra checks the payment, availability, address, contact details, and the elements necessary for preparation.
Order in preparation: the products are being prepared for packaging and the number of packages is verified. Normal preparation takes 1-3 business days from order and payment confirmation.
Handed over to carrier: one or more packages have been handed over to the designated carrier. The first tracking event may appear after pickup or after passing through the first logistics hub.
In transit: the shipment is moving between logistics facilities or towards the delivery area.
Out for delivery: the carrier has assigned the package to the distribution route. This status does not guarantee a precise time and may be updated during the day.
Delivered: the carrier has registered the delivery of the indicated package. In a split order, other packages may still be in transit.
Exception or failed delivery: the carrier has encountered a circumstance requiring a new attempt, verification, or additional instructions.
3. Where to find the tracking number
When the carrier makes a tracking code available, Qulendra sends it to the contact details associated with the order. The communication may contain one or more codes, depending on the number of packages.
The customer should check:
the shipping confirmation communication;
any subsequent communications regarding separate packages;
the tracking system of the indicated carrier;
the spam folder, if the message does not appear in the inbox.
The immediate absence of an event in the carrier's system does not necessarily mean that the package has not been handed over. A technical interval may pass between label creation, physical pickup, and the first scan.
If the code is not active after a reasonable interval, the customer can contact talkhelp@qulendra.com indicating the order number and the received code.
4. Carriers used
Depending on weight, volume, number of packages, destination, and operational capacity, the shipment may be handled by:
USPS;
DHL Express;
UPS;
FedEx.
The carrier indicated in the shipping communication is the one to be used for checking the tracking related to the package. Qulendra may split an order into multiple shipments when necessary to protect panels, doors, shelves, glass, or hardware.
The customer should not assume that all packages follow the same route or arrive at the same time. Each code must be checked separately.
5. Preparation and delivery times
Orders are normally prepared for shipment within 1-3 business days. After handover to the carrier, delivery is estimated at 5-11 business days.
Saturdays, Sundays, and holidays are not counted as business days. Estimates may vary due to furniture size and weight, number of packages, address verification, carrier activity, destination accessibility, and circumstances beyond reasonable control.
A date shown in the tracking is a carrier forecast and may be changed following new scans. Qulendra does not consider an automatic forecast as a guarantee of delivery on a specific day or time slot, unless such a term has been expressly agreed upon.
In the absence of a different agreed-upon term, delivery must in any case take place without undue delay and no later than the maximum applicable term. If a delay exceeds the agreed period, the customer can contact Qulendra to request a check and establish a further reasonable term.
6. Orders consisting of multiple packages
Bookcases, display cabinets, sideboards, and storage units may be split to prevent heavy panels from exerting pressure on glass, fronts, hinges, or small components.
When an order consists of multiple packages:
each package may have a different code;
scans may appear at different times;
one package may reach the local hub before the others;
delivery may occur on different days;
the "delivered" status may refer to only part of the order.
Before reporting a missing package, the customer must compare all codes received and check if a part is still in transit. If the documentation indicates a number of packages higher than the number actually received, the discrepancy must be communicated to Qulendra as soon as reasonably possible.
The 30-day withdrawal period begins, for an order delivered in multiple parts, upon receipt of the last good, package, lot, or piece.
7. Tracking statuses without updates
During transfer between logistics hubs, a package may not receive visible scans for a few days. This may depend on direct transport, load consolidation, deferred updates, or transfer between different facilities.
When the status remains unchanged, the customer should consider:
the date of the last scan;
the number of business days passed;
the overall estimate of 5-11 business days;
the possible presence of other packages still in motion;
carrier communications regarding delays or verifications.
If the period becomes abnormal compared to the estimate or an exception message appears, Qulendra can request a check from the carrier. Opening a verification does not automatically equate to confirmation of loss; it serves to locate the package and reconstruct the last recorded passage.
8. Address change
The customer must check the address before submitting the order. A correction request must be transmitted to talkhelp@qulendra.com without delay.
Qulendra can change the address only before handover to the carrier and to the extent allowed by the preparation status. After shipment, any variation depends on the procedures and operational capabilities of the carrier and cannot be guaranteed.
The customer should not use unverified instructions that expose the packages to unjustified risk, such as leaving them in an unprotected place or handing them over to an unauthorized person. When the carrier allows a delivery choice, the consequences of the change must be evaluated before confirmation.
9. Appointments and presence of the recipient
For some shipments, the carrier may send a message or contact the recipient to specify a date, a time slot, or a re-delivery attempt. The contact information provided in the order must therefore remain reachable.
Any appointment is for logistical purposes only. Unless expressly stated and accepted in the order, standard delivery does not include transport to the floor, handling within internal rooms, unpacking, removal of materials, assembly, positioning, or wall mounting.
When presence is required, the customer must ensure that they or an authorized person is available to receive the packages. For bulky furniture, the customer must also verify that doors, gates, stairs, hallways, and elevators allow for passage.
10. Unsuccessful delivery
In case of absence, an incomplete address, or restricted access, the carrier may:
schedule a new attempt;
leave a notice;
request instructions;
deposit the package at an authorized facility;
return the shipment to the sender after the scheduled attempts.
The customer must promptly follow the carrier's instructions. If the issue is due to Qulendra or the carrier, a new attempt will not incur any costs for the customer.
If delivery fails solely due to an incorrect address, repeated absence, refusal without a legitimate reason, or uncommunicated access restrictions, only actual additional costs may be requested, provided they are documented and communicated prior to a new shipment or attempt. No flat-rate penalties are applied.
11. Status "delivered" but package not found
When tracking indicates the package has been delivered, the customer must check:
the building's access point;
concierge, reception, or mailroom area;
authorized persons or those present at the address;
any instructions left by the carrier;
the photograph or proof of delivery, if available;
the existence of multiple entrances or units with similar addresses.
If the package is not found, the customer must contact Qulendra without delay, providing the order number, tracking code, and the results of the checks performed.
Qulendra will request the available details from the carrier, such as date, recorded location, signature, position, or other relevant evidence. The electronic status "delivered" does not preclude a verification when the customer credibly contests having received the shipment.
12. Package lost during transit
If the carrier cannot locate a package and loss before delivery is confirmed, the risk remains with Qulendra. The customer is not required to personally request compensation from the carrier.
Based on availability and the applicable solution, Qulendra will arrange a new shipment at no cost or issue a refund for the amounts related to the missing products and any delivery fee attributable to the non-delivered portion.
There is no automatic flat-rate compensation. Remedies related to delivery and any compensation for direct, foreseeable, and adequately documented damages remain applicable when conditions are met.
After a refund is issued, the credit is typically visible within 3-6 business days, depending on the technical processing times of the bank, card network, or payment provider.
13. Damaged or incomplete package
Upon delivery, the customer must check, as far as reasonably possible, the number of packages and the external condition of the packaging. For panel furniture, particular attention should be paid to punctures, crushing, deformed corners, traces of humidity, and damage to the protection of fragile parts.
If the carrier allows it, it is advisable to enter a specific reservation on the proof of delivery. Signing without reservation does not automatically eliminate rights regarding damage that was not visible before opening.
In case of broken panels, damaged glass, missing hardware, incorrect products, or incomplete packages, the customer must stop assembly if it might worsen the issue and contact Qulendra.
Photographs of the packaging, the label, and the component may facilitate verification, but their absence does not automatically result in the rejection of the claim. The product and packaging must be retained to the extent reasonably necessary for verification or return.
14. Tracking responsibility
Qulendra is responsible for order preparation, handing over to the carrier, providing available tracking data, and managing necessary verifications in case of delay, loss, or contested delivery.
The carrier is responsible for the physical execution of transport and recording logistical events in its own systems. Scans and estimated dates are generated by the carrier and may be updated during transit.
The customer is responsible for the accuracy of provided data, checking communications, availability for delivery when requested, and timely reporting of anomalies. They are not responsible for loss or damage that occurred before taking physical possession of the goods.
15. Order costs
For orders under 188.99 EUR, the standard delivery cost is 18.99 EUR. For orders of 188.99 EUR or more, the standard delivery cost is 0 EUR.
Prices include applicable taxes. Beyond any delivery cost indicated before order confirmation, no additional purchase-related costs are applied.
16. Data required for verification
To locate a shipment or open a verification case, Qulendra may use name, contact details, delivery address, order number, tracking code, package status, and information provided by the carrier.
The customer must send only relevant data. Full payment card numbers, security codes, passwords, or unsolicited documents must not be transmitted.
When a request is submitted by a person other than the customer, Qulendra may verify that they are authorized to receive information about the order.
17. Contacts
Qulendra
E-mail: talkhelp@qulendra.com
Phone: +1 938 732 7122
Address: 5556 DARRING ST, SATSUMA, AL 36572
Customer service hours:
Monday to Friday, from 09:30 to 17:30.
Saturday, Sunday, and public holidays: customer service is closed.