Frequently asked questions

We're confident in our products and offer a 60-day trial period from the delivery date.

• If you're not satisfied within 60 days, you can return it for a full refund.
• Return condition: Items must be in good condition (no stains, no odors, no damage).
• EU customers: In addition to the 60-day trial, you have a 14-day statutory right of withdrawal.

No. All Open Box items are final sale and cannot be returned, exchanged, or refunded.

• 60-Day Trial: For you to test comfort, firmness, and support at home.
• Warranty: For material or manufacturing defects that may arise during long-term daily use after the trial period.

We offer a 1-Year Limited Warranty for regular (non-Open Box) purchases.

Covered: Material defects or manufacturing flaws under normal use (e.g., structural breakage, severe abnormal sinking of foam not caused by intentional damage).

Not covered: Normal wear and tear (e.g., cover pilling, slight fading), accidental damage (e.g., pet scratches, mold from liquid spills), misuse, or unauthorized modifications.

Please do not return damaged items without contacting us first.

Contact our customer service team with the following information:

• Order number
• Purchaser name
• Brief description of the issue
• Photos or a 5-10 second video clearly showing the defect

Our technical team will evaluate your case and provide a suitable solution — whether it's replacement parts, repair service, or a full replacement — all free of charge.

Shipping regions: Quelsoft currently ships to the US and EU member countries.

Shipping costs: Free standard shipping is available on orders above certain thresholds ($50 USD / €50 EUR / £45 GBP). Orders below the threshold are charged a fixed standard shipping fee at checkout.

Due to packaging dimensions and logistics constraints, Quelsoft cannot ship to PO Boxes or freight forwarders. We also don't offer international sea shipping. Please provide a detailed residential or commercial street address.

Don't panic. Follow these steps:

1. Check your porch, yard, mailbox, front desk, property office, and ask neighbors if they accepted it.
2. Some carriers update status early. Wait 3 business days from the delivery date.
3. If still not found after 3 business days, contact Quelsoft customer service — we'll initiate an official investigation with the carrier on your behalf.

Please notify us within 3 business days of receipt. Send your order number, a brief description, and photos or a 5-10 second video clearly showing the issue to our customer service team. After verification, Quelsoft will expedite replacement parts or a full replacement free of charge.

Orders typically ship within 1-2 business days from our fulfillment center.

• US: Standard delivery takes 3-7 business days.
• EU: Standard delivery takes 3-5 business days.

You'll receive a tracking link via email once your package ships.

How to use: Enter your code in the "Discount code" field on the Information page during checkout and click "Apply."

Stacking: One discount code per order only. All promotions and discount codes cannot be combined.

Our warehouse processing system is highly efficient. If you need to change the shipping address, product color, size, or cancel your order, please contact us immediately after ordering. Once processed or shipped, we cannot make any changes.

Cover:Most fabric covers are removable. Machine wash in cold water, then air dry or tumble dry on low/delicate heat.

Absolutely not. Quelsoft products use high-density foam combined with advanced materials, engineered to retain their shape and deliver consistent, lasting support even after tens of thousands of uses.

Secure the elastic strap tightly against the deepest curved part of the chair back, with the pillow bottom positioned just above the seat pan. This ensures precise lumbar support when you sit down.

Proper support significantly reduces muscle and skeletal strain from prolonged sitting. Many customers report improvement after using our lumbar pillows or cushions with coccyx-cutout design.

Medical Disclaimer: Quelsoft products are not medical devices and should not be used to diagnose, treat, or prevent any disease. If you suffer from primary sciatica, herniated discs, or chronic pain, consult a physician or physical therapist.

They address strain in different body areas:

• Lumbar Pillow: Placed at your lower back, it supports the spine's natural inward curve, relieving lower back soreness and correcting slouching.
• Support Cushion: Placed beneath you, it reduces pressure on the tailbone, hips, and thighs — ideal for firm seats or tailbone pain.

Tip: They work perfectly together, and our bundles are already paired for you.

Your choice depends on your sitting habits and usage scenarios.

• Prolonged desk work: We recommend our ergonomic support cushion to relieve lower body pressure.
• Lack of lower back support: Choose the lumbar pillow — it's the quickest and simplest solution.
• Comprehensive sitting protection: Our value bundle sets offer a complete experience at a better price.

Personalized Advice: If you're still unsure, contact our customer service with your height and any discomfort symptoms. Our sitting posture experts will provide a tailored recommendation.