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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.

REGISTRATION PROCESS

• DO I HAVE TO REGISTER FOR AN ACCOUNT BEFORE MAKING A PURCHASE?

Please sign up as a registered user, to start shopping at POPULAR Online.

• DO I HAVE TO PAY ANY REGISTRATION FEE, AS A USER?

Register for FREE. A valid email is required for creating an account.

• HOW DO I REGISTER AS A POPULAR ONLINE USER?

Click on the top right corner of the “Register” page.



Option 1: Registration Process
Step 1: Enter your email address and password (*password must be at least 8 digits in length, and feature a combination of alphabets and numbers.)
Step 2: Confirm password
Step 3: “Agree" by clicking on the “tick box”
Step 4: Click "SIGN UP" to complete the registration process



Option 2: Registration with FACEBOOK account
Step 1: Click “Login with Facebook”
Step 2: Log in with your FACEBOOK account

PURCHASING PROCESS

• HOW CAN I PURCHASE PRODUCTS?

Step 1: Click the product you wish to purchase
Step 2: Click "Add to Cart"



Step 3: Go to “Shopping Cart”
Step 3.1: "Item already Added to Shopping Cart" message indicates that the item has been successfully added to your shopping cart
Step 3.2: Click "Shopping Cart"



Step 3.3: Shopping Cart Page
Note 1: Click "Continue shopping" to return to the homepage and continue shopping.
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 1: [Home Delivery], Fill in your Delivery address
Option 2: [Store Pick Up], Choose your nearest POPULAR outlet or the outlet of your choice
Note 4: Estimated delivery time and fees
Note 6: If you have any (Promotion Code), please enter it into this field and click “Use” to enjoy the offer
* Each order is applicable with one coupon code only.
* 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 (EXT 102)
• Singapore-based customers, please contact: 603-8961-0048/603-8961-0131 (EXT 103)
Note 7: Select the payment method and information
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


* Please note your “order number”, to check on your order status at any time.

• HOW CAN I TRACK MY ORDER?

Step 1: Click "My Order"



Step 2: Go to my order page to view the order status


* Reminder: To check your order status, kindly log-in to your account.

AVAILABILITY OF GOODS AND PRICES

• STATUS OF GOODS AND PRICES, HOW DO I KNOW MY ORDER INVENTORY STATUS?

Condition 1: In Stock products will be displayed on the information page [In Stock].
Condition 2: Out of stock items will be displayed on the product information page [Order, immediately for your purchase].
Condition 3: Not available [Products out of print/out of stock, unable to be sold]


Condition 4: Pre-ordered product will be displayed on the information page [Items will be ordered from suppliers immediately after you place your order.]


* The final actual selling price of a pre-ordered or out of stock item may differ from its earlier pre-order price. The price will be based on the information displayed on the Checkout page.

• ARE POPULAR ONLINE STORE AND POPULAR PHYSICAL STORE ITEMS’ SELLING PRICES THE SAME?

POPULAR Online and POPULAR Physical Store items’ selling prices may differ.

• CAN I PURCHASE AN ITEM AT A POPULAR STORE AT POPULAR ONLINE PRICE?

Sorry; only POPULAR Online users enjoy our special online services and prices.

• I ADDED A PRODUCT INTO MY SHOPPING CART YESTERDAY. WHEN I PROCEEDED TO PAY, THE ITEM PRICE WAS DIFFERENT. WHY?

Item prices will vary, depending on different promotion periods, specific items and inventory changes. Please be mindful when proceeding to the payment page, by double-checking the price displayed, before placing your order.
* Online users who have added items to their shopping cart will enjoy priority of subscription and the promotional price displayed.

POPULAR MEMBER CARD BENEFITS

• WHAT ARE THE BENEFITS OF MY POPULAR MEMBER’S CARD AT POPULAR ONLINE MALAYSIA?

You must register and become a POPULAR Online user, before being able to use your POPULAR Member’s Card to enjoy membership benefits.

• I HAVE OBTAINED MY MEMBER’S CARD FROM A POPULAR STORE. CAN I USE IT AT POPULAR ONLINE?

Yes. You can use your POPULAR card at the POPULAR Online website, as well as in over 150 public bookstores in Malaysia, Hong Kong and Singapore, including HARRIS and CD-RAMA in Malaysia.

• CAN I USE MY SINGAPORE POPULAR MEMBER CARD AT POPULAR ONLINE?

Yes, you can.

• WHAT ARE THE BENEFITS OF THE POPULAR MEMBER’S CARD AT POPULAR ONLINE MALAYSIA?

You will enjoy standard privileges as a POPULAR Card Member in Malaysia. Privileges include:
• A 10%* storewide discount, except for promotion and nett price items.
• A 20%* discount on POPULAR Choice, POPULAR Recommends Titles and selected members’ promotions.
* All member prices are indicated on the item product pages, with the final discounted price indicated on the check-out page.

• HOW TO LINK MY POPULAR MEMBER’S CARD

Step 1: Click "My Account"


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 CARD, WHY DOES THE SYSTEM SHOW "INVALID CARD DETAILS"?

If the system says "Invalid card details", please contact our customer service hotline to confirm your information
• For Malaysia-based customers, please contact: 603-8961-0048/603-8961-0131 (EXT 102) or Email: ecare1@popularworld.com
• For Singapore-based customers, please contact: 603-8961-0048/603-8961-0131 (EXT 103) or Email: ecare3@popularworld.com

• MY MEMBER’S CARD IS GOING TO EXPIRE. CAN I RENEW IT ONLINE?

Malaysia-based Members
Step 1: Go to the "POPULAR Member" page and click "New"


Step 2: Choose your card type


Singapore-based Members
Sorry, Singapore-based customers cannot renew their membership cards, online. But, if you want to do so, you may apply at the nearest popular outlet.

• I AM A SINGAPORE MEMBER. CAN I APPLY FOR A MALAYSIA MEMBER’S CARD ONLINE?

Sorry, Singapore customers cannot apply for a Malaysia member’s card online. If you wish to do so, please visit your nearest outlet.

• CAN MY POPULAR MEMBER’S CARD BE LINKED TO A DIFFERENT ACCOUNT AT THE SAME TIME?

No, a member’s card can only be linked to one account.

• WHAT SHOULD I DO IF THE STATUS OF MY MEMBER’S CARD THAT I HAVE LINKED BEFORE HAS ALREADY EXPIRED?

If your card has already expired, please visit your nearest POPULAR outlet to renew your member’s card, and re-link your renewed card.

PAYMENT METHOD

• WHAT PAYMENT METHODS ARE ACCEPTED AT POPULAR ONLINE?

Malaysia-based users can pay via [Credit Car], [Debit Card] or [Online Payment].
Singapore-based users can pay via [Credit Card].

• CAN I USE ALL TYPES OF CREDIT CARD, FROM ANY BANK?

POPULAR Online currently accepts VISA and MASTERCARD payment only.

• HOW IS MY ORDER OR PAYMENT CURRENCY CALCULATED?

POPULAR Online products and postage calculation are in Ringgit Malaysia. The payment total or refund is based on the current exchange rate, so please check with the respective credit card issuing bank.

• IS THERE ANY TARIFF FOR OVERSEAS SHOPPING?

Each country has its import tariff provision. When the goods arrive in the country of import, that country will approve the tariff of the goods based on their category and value.
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?

Sorry, we do not have cash-on-delivery service for the time being. You need to pay online before we process your order.

• IF MY ORDER HAS BEEN COMPLETED, CAN I CHANGE THE PAYMENT METHOD?

Sorry, our system is currently unable to change the payment method. This is because each payment method uses a different operating system.
But, if you still wish to change, please email the details to our customer service 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, THE ORDER IS NOT YET COMPLETED"?

This issue is caused by the interrupted network or the window being closed while awaiting bank authorization and payment processing. This means, although the amount of the order has been authorized by the bank, POPULAR Online has yet to process your order or payment. What you need to do is, checkout again and complete the check-out process. Rest assured that this will not cause duplicate charges.



TRANSPORT METHOD

• WHAT ARE THE AVAILABLE TYPES OF DELIVERY OPTIONS?

POPULAR Online offers 2 delivery options. [Home Delivery] and [Store Pick Up].

• HOW DO I SAVE ON DELIVERY FEES?

Malaysia
West Malaysia (Free shipping for purchases RM80 and above!)
Qty Fees
1 RM6.00
2 RM6.00
3 RM6.00
4 RM6.00
5 RM6.00
6 RM6.00
7 RM6.00
Free Free shipping over RM80 and above!
East Malaysia (Free shipping for purchases RM120 and above!)
Qty Fees
1 RM8.00
2 RM16.00
3 RM20.00
4 RM20.00
5 RM20.00
6 RM40.00
7 RM40.00
Free Free shipping over RM120 and above!
* Free Delivery for orders worth at least RM80 within West Malaysia. (Total Payment is calculated after discount.
* Free Delivery for orders worth at least RM120 within East Malaysia. (Total Payment is calculated after discount.)

Singapore
Home Delivery
Qty Fees Qty Fees
1 RM28.00 11 RM62.00
2 RM35.00 12 RM65.00
3 RM38.00 13 RM68.00
4 RM41.00 14 RM71.00
5 RM44.00 15 RM74.00
6 RM47.00 16 RM77.00
7 RM50.00 17 RM80.00
8 RM53.00 18 RM83.00
9 RM56.00 19 RM86.00
10 RM59.00 20 RM89.00
Store pick up (save more!)
Qty Fees Qty Fees
1 RM18.00 11 RM38.00
2 RM20.00 12 RM40.00
3 RM22.00 13 RM45.00
4 RM24.00 14 RM50.00
5 RM26.00 15 RM55.00
6 RM28.00 16 RM60.00
7 RM30.00 17 RM65.00
8 RM32.00 18 RM70.00
9 RM34.00 19 RM75.00
10 RM36.00 20 RM80.00
* To purchase more than 20pcs or for (Bulk Purchase), please contact our POPULAR Online service hotline at 603-8961-0048 or 603-8961-0131 (ext 103). Or, email your enquiry to: ecare3@popularworld.com

• HOW LONG WILL I NEED TO WAIT FOR MY ORDER TO REACH ME?

If the product ordered is in-stock, the order will be shipped within 1-3 business days (excluding customs’ clearing time. For details, please refer to the table below:
Malaysia
Home Delivery ▼
In Stock 3 Days
Out of stock
Malaysia 26 Days
Taiwan 24 Days
China 60 Days
Hong Kong 65 Days
Store Pick Up ▼
In Stock 3 Days
Out of stock
Malaysia 26 Days
Taiwan 24 Days
China 60 Days
Hong Kong 65 Days
Singapore
Home Delivery ▼
In Stock 9 Days
Out of stock
Malaysia 30 Days
Taiwan 30 Days
China 65 Days
Hong Kong 85 Days
Store Pick Up ▼
In Stock 9 Days
Out of stock
Malaysia 30 Days
Taiwan 30 Days
China 65 Days
Hong Kong 85 Days
* During Malaysia National Public holidays, festive seasons, and any unforeseeable natural disasters, delivery lead time might be extended accordingly.
* 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.
Malaysia
E.g. A Sales Order with 3 Books, 1 with stock (3 days), 2 without stock – 1 from Taiwan (24 days) and 1 from China (60 days). The estimated delivery lead time for this Sales Order is [60 days].

Singapore
E.g. A Sales Order with 3 Books, 1 with stock (9 days), 2 without stock – 1 from Taiwan (30 days) and 1 from China (65 days). The estimated delivery lead time for this Sales Order is [65 days].

• CAN I REQUEST TO SEPARATE MY SHIPPING IF MY ORDER HAS BOTH STATUS [IN STOCK] AND [OUT OF STOCK] ITEM?

Sorry, if your order is in one order number, no partial delivery shall be provided.
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?

Sorry, currently POPULAR Online delivers to Malaysia and Singapore only.

• DO YOU HAVE A PURCHASE LIMIT FOR STORE PICK-UPS?

There is no limit on the quantity for store pick-ups. But we suggest that if you want to purchase more than 20 pieces of items, please contact our POPULAR Online customer service hotline at 603-8961-0048 or 603-8961-0131 to make the necessary arrangements.

• IS THERE A TIME LIMIT FOR STORE PICK-UPS? CAN I REQUEST RE-DELIVERY?

As POPULAR’s bookstore storage space is limited, we suggest you collect your parcel within 3 months.
If your item is not collected within 3 months, it will be returned to POPULAR Online Malaysia. If you require your item to be re-delivered, you will be subjected to additional shipping charges. The delivery fees depend on the delivery option.

• HOW DO I CHANGE MY SHIPPING ADDRESS?

Method 1: Go to the Checkout Page
Step 1: Click (Note 2) "Add New Address"



Step 2: Fill in the relevant information and click "Use this address"



Method 2: My Account
Step 1: On the Address Book Page, click "Add New 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?

Please contact us via email within 8 hours. Your shipping address will be changed as requested. Please be reminded that your shipping address cannot be changed after the parcel has been shipped out.

• IF MY ORDER CONSISTS OF [IN STOCK] AND [OUT OF STOCK] ITEMS, CAN I GET THE [IN-STOCK] ITEMS FIRST?

Sorry, if your order has both in-stock and out-of-stock items, your parcel cannot be shipped separately.
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 BOOKS AVAILABLE IN YOUR PHYSICAL STORES. CAN I COLLECT IT AT THE PHYSICAL STORE?

Sorry, you may not do that. POPULAR Online and POPULAR bookstores use separate inventory accounts and systems. So, you cannot collect ordered items from a physical store’s inventory.

• HOW DO I TRACK MY ORDER?

Once the item is shipped out, POPULAR Online will notify you by e-mail of your order number, courier company information and courier tracking number.
You can also go to [My Order] to check your order status. Or, you may contact our POPULAR Online Customer Service hotline at 603-8961-0048 or 603-8961-0131 to check with our staff.

• HOW DO I KNOW THAT MY ITEM HAS BEEN SHIPPED AND HAS ARRIVED AT THE POPULAR RETAIL STORE?

After your parcel has been shipped out, you will receive a system generated [Shipping Notice], to notify you of your parcel’s status. Please bring your e-mail along as a verification document to collect your item. You can collect within 7 days, or as indicated in the email from the respective store.

• WHAT SHOULD I DO WHEN THE STORE I SELECTED AS THE PICK-UP POINT HAS CLOSED DOWN OR IS TEMPORARILY SHUTTERED?

After you have completed your order, if the originally chosen store cannot provide the above-mentioned service, POPULAR Online Customer Service will send a notification e-mail regarding the changes. Please re-select your preferred store and reply to our customer service, and we will re-arrange accordingly.

• WHY CAN’T I FIND THE DESIRED STORE FOR STORE PICK-UP?

If your chosen store cannot be found in the selection bar, possible reasons include: store undergoing renovation, system settings changed, store information updates, new store information is not yet update etc. (does not necessarily mean that the store has ceased operating). Please choose another store.

• WHAT SHOULD I DO IF I GO TO THE STORE TO PICK UP BUT MY PRODUCT IS NOT THERE?

Please contact our POPULAR Online customer service hotline, so that we can check and verify with the pertinent store about your parcel’s status.
• • Malaysia-based customers, please contact: 603-8961-0048/603-8961-0131 (EXT 102) or Email: ecare1@popularworld.com
• • Singapore-based customers, please contact: 603-8961-0048/603-8961-0131 (EXT 103) or Email: ecare3@popularworld.com
* This is to remind you that when you arrive at the store, please show the [order delivery notice] e-mail with the "recipient's name” (please mention the name as indicated in the e-mail).
* As your parcel is fully paid for upon collection, for your protection and to ensure a genuine collection, please present your shipping notice and identification card as part of the collection verification process, when you visit the pertinent outlet for your collection.

RETURN / REFUND SERVICE

• IN WHAT CIRCUMSTANCE CAN I REQUEST FOR A RETURN OF STOCK?

When you receive an item with the following defects:
• Missing Pages
• Printing Error
• Damaged item upon receipt

• IN WHAT CIRCUMSTANCES ARE MY ITEMS/BOOKS NON-EXCHANGEABLE?

Under the following conditions:
• Intentional damage
• Wrong item received
• Clearance stock or non-exchangeable items

• HOW CAN I EXCHANGE A PRODUCT?

To make an exchange, you need to notify us within 3 days upon receiving the items, and attach the damaged product, receipt or tax invoice along with order number. Our staff will perform the necessary verification and arrangements for the refund / return / exchange.

• WHERE SHOULD I GO TO EXCHANGE THE PRODUCT?

Once we have confirmed that your item is returnable, we will inform you via email to make the exchange at a specified store.

• WHEN I VISIT A POPULAR BOOKSTORE AND AM TOLD THAT THE SAME BOOK/ITEM IS AVAILABLE, CAN I JUST MAKE THE EXCHANGE THERE?

Sorry, due to POPULAR Online and our physical stores having separate inventory systems, items ordered online cannot be exchanged with physical store items.

• IN WHAT CIRCUMSTANCES CAN I REQUEST FOR A REFUND?

Refunds can only be made in the following circumstances
• You have a valid reason to exchange, but we have no stock to meet your order.
• The book that you order is unavailable, or POPULAR Online Malaysia or our Supplier is unable to meet your order; e.g. “out of print”.

• WHAT ARE THE REFUND OPTIONS AVAILABLE?

Option 1: POPULAR Online E-coupon
Refund Process:
Refund process Particulars
Cancelled order / Out of stock order Due to personal reasons or POPULAR Online cancels the order / the product ordered is out of stock
Arrange for Refund and return methods 1. E-coupon – reply via email
2. Bank Refunds - Fill up the refund form and reply
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

Refund Processing Summary:
Payment method Refund method Refund
Popular Online Refund Processing Period Bank Refund Processing Period
Malaysia Singapore Malaysia Singapore
Credit Card Return to origin credit card account 1-3 Working days 21 Working days 45 Working days
E-coupon Email 1-3 Working days -

CUSTOMER ORDER / BOOK ORDERING

• CAN I ORDER A BOOK THAT IS NOT AVAILABLE AT POPULAR ONLINE?

You can place an order through our special-order service.
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?

Not at once. When you have submitted your order form, within 1 week (7 working days) POPULAR Online will contact you again to confirm the product and order details.
After confirming the details, POPULAR Online will takes 1-2 weeks to prepare the book’s URL 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:



After completing the order, for [Special Order] items, POPULAR Online will place an order with the relevant vendor from the country of origin. Bear in mind that there is always the possibility of the item being out of print, or the vendor being unable to meet your order, resulting in your Sales Order having to be cancelled / refunded accordingly.

• HOW LONG DO I NEED TO WAIT FOR OUT-OF-STOCK AND SPECIAL-ORDER ITEMS?

Out of stock / special order book waiting periods are as follows:
Taiwan and Malaysia orders: 2-4 weeks.
Singapore orders: 4-8 weeks.
China orders: 7-10 weeks.
Hong Kong orders: 7-11 weeks.
* Delivery time may also take longer, if it coincides with a National Public Holiday, festive season, or any unforeseeable circumstances beyond the company’s control.

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