HELP / FAQ
HOW TO BUY > GET STARTED
POPULAR Online provides a simple and secure way to trade. Please register as a POPULAR Online user, to enjoy the full spectrum of our services. Registration is free! Once you have registered, our entire portal is at your disposal. Since POPULAR Online is available for online orders only, users are required to transact and pay online. We regret that we cannot accept orders made via customer service, tele-marketers, emails, fax or other non-online means.
• DO I HAVE TO REGISTER FOR AN ACCOUNT BEFORE MAKING A PURCHASE?
• DO I HAVE TO PAY ANY REGISTRATION FEE, AS A USER?
• HOW DO I REGISTER AS A POPULAR ONLINE USER?
Step 2: Confirm password
Step 3: “Agree" by clicking on the “tick box”
Step 4: Click "SIGN UP" to complete the registration process
Step 2: Log in with your FACEBOOK account
• HOW CAN I PURCHASE PRODUCTS?
Step 3.2: Click "Shopping Cart"
Step 3.3: Shopping Cart Page
Note 2: To delete a product, click "X". To change the purchase quantity, enter the number into the space and click "Update Shopping Cart"
Note 3: Enter your shipping ZIP Code and click "Estimate"
Note 4: Delivery Fees / Postage Fees
Note 5: Click "Checkout" to enter the Checkout page
Step 3.4: Checkout Page
Note 1: Fill in Billing Address
Note 2: Choose the delivery method
Option 2: [Store Pick Up], Choose your nearest POPULAR outlet or the outlet of your choice
Note 6: If you have any (Promotion Code), please enter it into this field and click “Use” to enjoy the offer
* Should any problems occur while using the coupon code, please contact our customer service via email or contact us at
• Malaysia-based customers, please contact: 603-8961-0048/603-8961-0131
Note 8: Confirm the order information, tick "I have read ..." and click "Submit Order" to complete your order
Step 3.5: We will process your order as quickly as possible
• HOW CAN I TRACK MY ORDER?
Step 2: Go to my order page to view the order status
AVAILABILITY OF GOODS AND PRICES
• STATUS OF GOODS AND PRICES, HOW DO I KNOW MY ORDER INVENTORY STATUS?
Condition 4: Pre-ordered product will be displayed on the information page [Items will be ordered from suppliers immediately after you place your order.]
• ARE POPULAR ONLINE STORE AND POPULAR PHYSICAL STORE ITEMS’ SELLING PRICES THE SAME?
• CAN I PURCHASE AN ITEM AT A POPULAR STORE AT POPULAR ONLINE PRICE?
• I HAVE ADDED A PRODUCT INTO MY SHOPPING CART YESTERDAY. WHEN I PROCEEDED TO PAY, THE ITEM PRICE WAS DIFFERENT. WHY?
POPULAR MEMBER CARD BENEFITS
• WHAT ARE THE BENEFITS OF MY POPULAR MEMBER’S CARD AT POPULAR ONLINE MALAYSIA?
• I HAVE OBTAINED MY MEMBER’S CARD FROM A POPULAR STORE. CAN I USE IT AT POPULAR ONLINE?
• CAN I USE MY SINGAPORE POPULAR MEMBER CARD AT POPULAR ONLINE?
• WHAT ARE THE BENEFITS OF THE POPULAR MEMBER’S CARD AT POPULAR ONLINE MALAYSIA?
• A 20%* discount on POPULAR Choice, POPULAR Recommends Titles and selected members’ promotions.
• HOW TO LINK MY POPULAR MEMBER’S CARD
Step 2: Click "Link My Popular Card"
Step 3: Select a region: “Malaysia” or "Singapore"
Step 4: Fill in your Member’s Card number and IC / Passport number and click "Submit"
• WHEN I WANT TO LINK MY MEMBER CARD, WHY DOES THE SYSTEM SHOW "INVALID CARD DETAILS"?
• MY MEMBER’S CARD IS GOING TO EXPIRE. CAN I RENEW IT ONLINE?
Step 2: Choose your card type
• I AM A SINGAPORE MEMBER. CAN I APPLY FOR A MALAYSIA MEMBER’S CARD ONLINE?
• CAN MY POPULAR MEMBER’S CARD BE LINKED TO A DIFFERENT ACCOUNT AT THE SAME TIME?
• WHAT SHOULD I DO IF THE STATUS OF MY MEMBER’S CARD THAT I HAVE LINKED BEFORE HAS ALREADY EXPIRED?
• WHEN I WANT TO LINK MY MEMBER CARD, WHY DOES THE SYSTEM SHOW AN ERROR MESSAGE "INVALID CARD DETAILS" OR “CARD IS ALREADY REGISTERED WITH DIFFERENT USER”?
2. The Membership Card number that you have key in is not valid or have expired – please double check your member card number or the membership card validity date.
3. Your membership card has been changed to ECARD (POPULAR My – Mobile App). Please take note that once you have converted your existing member card, to an ECARD, your existing physical membership card number is no longer valid.
2. One (1) Member Card is only valid to link one (1) POPULAR Online account / email.
3. Please key in THE SAME I.C. number / Passport number / Birth Certificate number which you have previously filled-up in the NRIC/Passport No. box when applying for the membership card.
4. If you have already switch your physical card to ECARD (POPULAR My – Mobile App), kindly use the latest ECARD number to link in your POPULAR Online account to enjoy member discount.
Should you continue to face issues after re-trying, or need further assistant, please contact POPULAR Online at 03-8964 1618, or email to [email protected]
• WHAT PAYMENT METHODS ARE ACCEPTED AT POPULAR ONLINE?
Singapore-based users can pay via [Credit Card].
• CAN I USE ALL TYPES OF CREDIT CARD, FROM ANY BANK?
• HOW IS MY ORDER OR PAYMENT CURRENCY CALCULATED?
• IS THERE ANY TARIFF FOR OVERSEAS SHOPPING?
The customs authority of each country reserves the right to conduct a random inspection and approve the tariff of the goods according to local regulations.
We will declare dutiable goods in accordance with its actual price. Each country has the right to approve tariff and sales tax of the goods according to its import regulations. If the country carries out a sample inspection of the goods, the consumer will be responsible for incidental expenses incurred. If the recipient fails to collect the goods ordered, then he/she will be responsible for the loss resulting from related expenses, the destruction of the goods, or the return of the goods.
• IS THERE ANY CASH ON DELIVERY SERVICE?
• IF MY ORDER HAS BEEN COMPLETED, CAN I CHANGE THE PAYMENT METHOD?
However, if you still wish to change, please email the details to our customer service team at via “ Contact Us” to cancel your order first. A re-order is then required.
• WHEN I USE MY CREDIT CARD TO MAKE PAYMENT, WHY DOES IT SHOW "AUTHORIZED SUCCESS BUT THE ORDER IS NOT YET COMPLETED"?
• WHAT ARE THE AVAILABLE TYPES OF DELIVERY OPTIONS?
• HOW DO I SAVE ON DELIVERY FEES?
|Shipping Method||Destination||Delivery Fee|
|Home Delivery||West Malaysia||Delivery fee starts from RM7* onwards|
|East Malaysia||Delivery fee starts from RM14* onwards|
|Store Pick-up||POPULAR Outlet(Malaysia)||FREE**|
*Delivery fees will be calculated according to parcel’s weight & quantity.
** Delivery for Store Pick-Up is only applicable to Malaysia Outlets.
|Shipping Method||Destination||50%* Rebate on Delivery Fee with|
|Home Delivery||West Malaysia||Purchase of RM100nett & above|
|East Malaysia||Purchase of RM140nett & above|
|Store Pick-up||POPULAR Outlet(Malaysia)||FREE*|
*The 50%* rebate delivery promotion period may be subjected to changes without prior notice.
The purchase amount for 50%* rebate on delivery fee will be subjected to changes during promotion period (eg: POPULAR Online Anniversary/Birthday Sale, MyCyberSale, 11.11, 12.12 promotion)
*Terms & conditions apply.
• HOW LONG WILL I NEED TO WAIT FOR MY ORDER TO REACH ME?
|Destination||Shipping Method||Delivery Lead Time*|
|West Malaysia||Home Delivery(By Courier)||2-3 working days|
|Store Pickup||2-7 working days|
|East Malaysia||Home Delivery(By Sea Freight)||14-21 working days|
|Store Pickup(By Sea Freight)||14-21 working days|
|Malaysia||26 Working Days|
|Taiwan||24 Working Days|
|China||60 Working Days|
|Hong Kong||65 Working Days|
* For [Without Stock] items. POPULAR Online will place the order with the respective vendor from the country of origin. However, items could be [Out of print] or may not be able to be provided by vendors, which will result in the Sales Order being cancelled / refunded accordingly.
* For orders consisting of both [With Stock] & [Without Stock] items, delivery lead time will be calculated based whichever items require a longer lead time.
E.g. A Sales Order with 3 Items, 1 with stock (3 working days), 2 without stock – 1 from Taiwan (24 working days) and 1 from China (60 working days). The estimated delivery lead time for this Sales Order is [60 working days].
• CAN I REQUEST TO SEPARATE MY SHIPPING IF MY ORDER HAS BOTH STATUS [IN STOCK] AND [OUT OF STOCK] ITEM?
If you wish to get the [In Stock] item first, we recommend you separate the [In Stock] and [Out of Stock] items, so that we can process the ‘in-stock’ order first.
• CAN MY ORDER SHIP TO OTHER COUNTRIES?
• DO YOU HAVE A PURCHASE LIMIT FOR STORE PICK-UPS?
• IS THERE A TIME LIMIT FOR STORE PICK-UPS? CAN I REQUEST A RE-DELIVERY?
• HOW DO I CHANGE MY SHIPPING ADDRESS?
Step 2: Fill in the relevant information and click "Use this address"
Step 2: Fill in the relevant information and click "Save Address"
• WHAT IF I NOTICE I HAVE WRONGLY KEYED-IN MY DELIVERY ADDRESS AFTER COMPLETING MY ORDER?
• IF MY ORDER CONSISTS OF [IN STOCK] AND [OUT OF STOCK] ITEMS, CAN I GET THE [IN-STOCK] ITEMS FIRST?
If you wish to get the In-Stock item first, we recommend you separate the [In Stock] and [Out of Stock] items; so that we can process the ‘in-stock’ order first.
• I HAVE MADE MY PURCHASE ONLINE, YET I SEE THE SAME ITEM(S) / BOOK(S) IS AVAILABLE IN YOUR PHYSICAL STORES. CAN I COLLECT IT AT THE PHYSICAL STORE?
• HOW DO I TRACK MY ORDER?
You can also go to [My Order] to check your order status. Alternatively, you may contact our POPULAR Online Customer Service team via “Contact Us”
• HOW DO I KNOW THAT MY ITEM HAS BEEN SHIPPED AND HAS ARRIVED AT THE POPULAR RETAIL STORE?
• WHAT SHOULD I DO WHEN THE STORE I SELECTED AS THE PICK-UP POINT HAS CLOSED DOWN OR IS TEMPORARILY SHUTTERED?
• WHY CAN’T I FIND THE DESIRED STORE FOR STORE PICK-UP?
• WHAT SHOULD I DO IF I GO TO THE STORE TO PICK UP BUT MY PARCEL IS NOT THERE?
RETURN / REFUND SERVICE
• IN WHAT CIRCUMSTANCE CAN I REQUEST FOR A RETURN / EXCHANGE OF MY ORDERED ITEM(S)?
• Printing Error
• Damaged item(s) upon receipt
• IN WHAT CIRCUMSTANCES ARE MY ITEM(S)/BOOK(S) NON-EXCHANGEABLE?
• Clearance stock or non-exchangeable items
• Customer order wrongly
• Change of mind
• HOW CAN I EXCHANGE A PRODUCT?
• WHERE SHOULD I GO TO EXCHANGE THE PRODUCT?
• WHEN I VISIT A POPULAR BOOKSTORE AND AM TOLD THAT THE SAME BOOK/ITEM IS AVAILABLE, CAN I JUST MAKE THE EXCHANGE THERE?
• IN WHAT CIRCUMSTANCES CAN I REQUEST FOR A REFUND?
• The book(s) / item(s) that you order is unavailable, or POPULAR Online Malaysia or our Supplier is unable to meet fulfil your order; e.g. “out of print”.
• WHAT ARE THE REFUND PROCESS AVAILABLE?
|Return Order / Cancelled order / Out of stock order||This only applies to customer who return/cancel their orders due to the above reason, or when POPULAR Online cancels the order or the product ordered is out of stock|
|Arrange for Refund and return methods||1. E-coupon – reply via email
2. Bank Refunds – Customer to fill up the refund form and reply to POPULAR Online Customer Service team
|POPULAR Online processes the refund transaction||POPULAR Online processes refund; for the refund timeline, kindly refer to the refund processing summary|
|Bank processes the refund transaction||Bank processes refund; for the refund timeline, kindly refer to the refund processing summary|
|Refund completed||Refund completed, Customer receives refund|
• WHAT IS THE REFUND METHOD?
|Payment method||Refund method||Refund|
|Popular Online Refund Processing Period||Bank Refund Processing Period|
|Credit Card||Return to origin credit card account||1-3 Working days||21 Working days|
|Online Payment||Return to customer bank account||1-3 Working days||21 Working days|
|E-Wallet||Return to customer bank account||1-3 Working days||21 Working days|
|E-coupon||1-3 Working days||-|
• When will you get your refund?
The refund process will usually take around 2 - 3 weeks to complete, kindly check your bank monthly statement after the refund has been approved. Applicable for credit card, online payment & e-wallet only.
• How much will the refund amount be?
The amount would be as per your nett purchase amount stated in the invoice, but subject to factors such as buy up/discount/rebate and other e-voucher
• Which account will the refund be credited to?
Into Initial payment method, e.g. if you pay using credit card, the payment will be refunded into your account. If you have paid using FPX, your payment will be directly credited to the account that you’ve provided in this refund notification form.
• If there is any item(s) still haven’t ship out due to refund, when will the rest of the item(s) be sent out?
CUSTOMER ORDER OF BOOK(S) / ITEM(S)
• CAN I ORDER A BOOK / ITEM THAT IS NOT AVAILABLE AT POPULAR ONLINE?
Step 1: Click "Customer Order"
Step 2: Fill in the book information
Step 3: Fill in your information and click "Submit"
• WILL POPULAR ONLINE HELP ME TO ORDER IMMEDIATELY, ONCE I HAVE FILLED IN THE ORDER FORM?
After confirming the details, POPULAR Online will takes 1-2 weeks to prepare the item’s link and notify you to purchase and complete the payment.
Once you have completed the checkout process and the payment is successful, POPULAR Online will order from the publisher immediately. The process is as follows:
• HOW LONG DO I NEED TO WAIT FOR OUT-OF-STOCK AND SPECIAL-ORDER ITEMS?
Taiwan and Malaysia orders: 2-4 weeks.
Singapore orders: 4-8 weeks.
China orders: 7-10 weeks.
Hong Kong orders: 7-11 weeks.